A Walmart worker wants customers to know it’s absolutely not their fault whenever shoppers don’t receive substitutions for items that are out of stock.

In a viral video with over 406,900 views as of this writing, TikToker Promise The Mermaid (@promisethemermaid) showed how substituting items can be tricky.

While some might hastily point fingers at employees for their unfinished tasks, this video reveals that the situation is more complex than it appears.

Here are some reasons you might not get substitutions.

Anyone who has experience with online grocery shopping knows that items can occasionally be unavailable.

Whenever this occurs, customers expect to receive a replacement.

Nonetheless, it seems that the system used by Walmart could complicate the process of substitutions.

“I’m here picking up groceries for Walmart,” the woman started, “and I want everyone to understand that it’s not always the associate’s responsibility.”

The customer proudly displayed an order that featured a pack of Great Value Original Taco Seasoning.

"The worker clarified, 'Unfortunately, we don't have it available.'"

The nearest alternative she discovered that fell within the original's price range was a different package of Great Value Taco Seasoning Mix.

As the worker attempted to scan the item, she encountered an error message from the system stating that the item was not a permissible substitute. The same issue arose when she tried scanning additional packages of taco seasoning.

"I guess I have to say no, because I've gone through all these seasonings and unfortunately, none of them will do the trick," she clarified.

The Daily Dot has reported on numerous instances where customers were taken aback by the unexpected substitutions they received for items that were unavailable.

One woman called out her male Instacart shopper after he made substitutions that seemed to make little sense. For example, he purchased one large orange to substitute a bag of clementines and a single cucumber to replace a bag of mini ones.

Male Instacart shoppers have even been accused of using “weaponized incompetence” to avoid working hard.

Another customer said her shopper substituted kiwis for lemons.

@promisethemermaid send help!!! it should go to the exceptions team and we pray they can force one to go out 🤞🏽 btw this isn’t my department I’m just a helper #instacartshopper #shipit #walmart #fyp #grocerydelivery #deliverydriver #fypシ ♬ original sound – Promise The Mermaid🧜🏾‍♀️

Audience feedback

In the comments section of the video, numerous viewers expressed their relief upon discovering that the issue was attributed to the system rather than the employees.

"Thanks for sharing this, as I often feel like they just choose not to see," user SimplyUnBothered remarked.

"User Anna expressed relief, saying, 'This really improved my mood since I was convinced Walmart had it out for me.'"

Some individuals called on Walmart to address the problem.

"It looks like Walmart has some improvements to make. As an Instacart shopper, I appreciate how their system lets us select our own substitutions," commented user Renee Mapes.

The Daily Dot contacted Promise The Mermaid through a TikTok comment and direct message, and also reached out to Walmart via their contact form for a response.