Woolworths (Australia) Customer Service Issues

On March 20, [redacted], I had an extremely unprofessional encounter at Woolworths Bell Place Mudgeeraba. When I tried to pay $60 off my Woolworths VISA card with cash, the cashier seemed confused and called over a male colleague for help. The supervisor, Mel, was unhelpful and made inappropriate comments. Another employee, James Bagnell, was aggressive and yelled at me to leave the store. This behavior was shocking and unacceptable. The police were called, and though one officer was understanding, another accused me of being a nuisance. This whole ordeal caused me distress and anxiety. I feel the staff need proper training in customer service and management. I am appalled by how I was treated and will not be returning to Woolworths. Sharyn S.

Hello, I'm Yusui Tang. On March 4th, I purchased rice from "Woolworths Online" for pickup on March 5th. Unfortunately, I forgot to collect it. When I inquired at the Woolworths store in Macquarie Center on March 8th, I was informed that my order had been canceled. I attempted to contact the provided phone number, [redacted] [redacted] [redacted], but only received a message advising me to seek a refund from the local store. Since online chat hasn't helped me resolve the issue, I'm reaching out to understand the process for obtaining a refund. I did not pick up the rice and am seeking a refund of 31 Australian dollars. My order number is [redacted]9, and I have attached the receipt. Thank you. Best, Yusui Tang

I, Sharyn S., recently filed a complaint regarding my experience at your Mudgeeraba, Queensland store. The treatment I received from the appointed store manager and supervisor left me feeling anxious, embarrassed, and humiliated. If you take the time to review the complaint, you will see why I am so upset. I believe that your staff's behavior towards me was unacceptable and if any of my team members had treated a customer that way, they would no longer have a job. It seems to me that your zero-tolerance policy for aggressive behavior may be giving your staff the impression that they can treat customers poorly without consequence. I can be reached at [redacted] and I am eagerly awaiting a response to my complaint. I suggest replacing these employees with individuals who understand and respect the authority they have.

I placed an order for grocery delivery on the unlimited delivery system today. However, when I selected my delivery window, it showed that deliveries were currently closed. I called the [redacted] number and was placed on hold for almost two hours. When I finally spoke to a representative, I was informed that all deliveries are closed until Saturday, resulting in a $12 charge for delivery. I find this situation unfair as I was not given the chance to select my preferred delivery date. Additionally, I inquired about the unavailability of items like sugar, self-raising flour, and rice. I was told that these items are taken by others first. My order number is [redacted]4, and I urgently need my order by Thursday as I cannot visit a supermarket due to being at high risk. I would appreciate any assistance in ensuring my delivery on Thursday. Thank you, Joan O.

I am disappointed with the last two priority deliveries I received. The expiration dates on many items range from 2 to 4 days. For instance, my 2-liter milk expires in 7 days, and the caramel mud cake expired on the 4th of April, just a day after delivery. It seems like most products have a short shelf life. It would make sense to pack items that have a longer expiry date. Unfortunately, I cannot visit your store because my husband suffers from respiratory and autoimmune conditions. This situation is frustrating, as I often have to settle for available items at a higher cost. I understand the current economic challenges but would appreciate it if my orders could include items with a longer shelf life to avoid waste.

Good day. I observed a discrepancy in the prices of potato packs on your website compared to the ones in-store at WW Leanyer in Darwin today. The website listed 2kg 'Fresh Special' washed potatoes for $4.50 while they were priced at $7.00 in the store. Despite querying this with the staff, I was informed that the online prices might not match the in-store prices, which was disappointing. Additionally, the website displayed Brushed potatoes at $5.50 for 2kg while the actual store price was $7.00. After this experience, I chose to shop at Coles and spent $64. It would be beneficial for Woolworths to clarify that prices can differ by location to manage customer expectations. I urge the management to review how prices are presented online to avoid confusion. I am considering reaching out by mail to address this concern further. Thank you.

I encountered two upsetting situations yesterday. Firstly, when I asked at the service desk about toilet paper for my father who is battling cancer and has undergone chemo and radiation, I was flatly told they had none and would have to wait in line when a small delivery arrived, which usually sells out quickly. Secondly, at the Woolies petrol station, I didn't realize they only accepted cards and not cash. After filling up, the cashier rudely pointed to the card-only sign, took my cash calling it "dirty money" due to the virus, leaving me feeling humiliated. Experiencing two incidents in one day was too much. I will be taking my business to Coles instead. It's disheartening how I was treated at the Cooma store. It might be best for the staff to have a break considering the challenging situation we are all facing, and age should not be a factor in how customers are treated. Farewell, a customer who used to be loyal.

My name is Michelle W. at 6/10 Welsford St, Merrylands, and my phone number is +[redacted]4. Due to my difficulty buying toilet paper, I was given priority delivery. Recently, I only did home deliveries 3 times in the last 4-5 weeks because I have MS and I'm limited in movement. The first Woolies delivery I scheduled did not arrive even after waiting all day. After spending time on the phone, I learned I had to meet the $50 minimum for delivery and pay the $15 fee, only to have items missing. In another delivery I made due to urgently needing toilet paper, the toilet paper was out of stock. I am disappointed and frustrated. I would like to request a credit for both delivery fees. I prefer direct contact via my mobile or email and do not want to interact with a virtual assistant due to health concerns. Warm regards.

As an 81-year-old dealing with health issues, my wife and I sought help with a delivery from WW online. The first delivery was satisfactory, but the second was disappointing, lacking essential items like milk, eggs, and rice. We've decided to cancel the order and will instead visit our local IGA via bus, where we can find our basic necessities. Bill F. from 5 Jura Court, Park Orchards

I bought an iTunes card from Mossman Woolworths, and some of the code got damaged while peeling off the sticker. I tried to exchange it at the store, but they couldn't assist and directed me to contact Apple support. Despite holding onto the damaged card for three days, Woolworths couldn't offer a solution. I thought they might have a policy covering faulty items sold in their store. I paid for the card but now face hurdles in resolving the issue. I only seek an exchange to use the item I bought locally.

I recently reached out to Woolworths regarding a mobile phone offer on Twitter and ended up chatting with Olive, who turned out to be a robot. Unfortunately, my query about purchasing an Apple SE as a shareholder and customer without pre-paid arrangements was left unanswered. Frustratingly, as I typed responses during the conversation, I couldn't see what I was writing. I eventually called their headquarters, got redirected to the mobile phones department with a 20-minute wait accompanied by the Woolworths' theme song on repeat. After enduring this, I abandoned the call. Can I buy an Apple SE outright from Woolworths using cash? Thanks, Graeme.

I recently purchased a new iPhone 11 Pro Max, but the current SIM card doesn't fit despite being told it would. After calling the helpline five times and hoping to speak to a human, I was only directed to an online assistant which was frustrating. The automated responses were not helpful, as they mainly suggested buying a phone plan, phone, or data instead of addressing my SIM card issue. This experience has left me incredibly frustrated, and I am considering switching mobile providers. I value speaking to a human representative who can understand my concerns. Waiting on hold during my lunch hour has only added to my frustration.

Dear Customer Service, My husband accidentally purchased two stainless thermos coffee mugs instead of the thermos food containers I needed at your Burdell store yesterday. Upon realizing the mistake, I promptly returned to the store to rectify the error, only to be informed that Woolworths implemented a new return policy as of the 1st of September, disallowing returns. The manager explained that this change was due to ongoing concerns related to Covid-19, but also mentioned instances of customers taking advantage of the situation for Ooshies promotions. I have encountered instances at other stores where return policies were communicated at the register, but there was no such information provided during this purchase at Woolworths. I kindly request your assistance in allowing me to return the thermos cups and receive a refund of $17.50. As a loyal Woolworths customer, I hope for a resolution to this matter. Thank you, K.T.

On Saturday, September 5th, I purchased various items including a carton of Diet Coke advertised as 24 cans for $16.50. Upon returning home, I realized I had mistakenly taken a carton of 30 cans and was charged $38. I immediately went back to the Woolies store at West Lakes in SA with the unopened carton the next day. I explained the situation to the duty manager, Jodie. She mentioned that exchanges are typically for damaged products, but I insisted it was an honest mistake. I suggested a credit for the price difference, as I had purchased other groceries from the store as well. Woolies only mentioned exchanges for damaged goods, unlike Coles who said they would have exchanged the product and refunded the difference. I have been a loyal Woolies customer for years and am disappointed with their handling of the situation. I have shared this experience with friends to urge caution when shopping at Woolies. It would be appreciated if Woolies could offer a customer service gesture, perhaps a voucher, to address this matter. Regards, Julia Price.

Today at Granville, I accidentally purchased a 500ml Barista Bros Ice Chocolate instead of the free 700ml milk. I raised the issue with the cashier, but she was unsure and directed me to customer service. The representative explained that I had chosen the wrong size and would need to exchange it. However, when I requested a refund instead, I was told it was not possible even though I had not left the store yet. I was charged $3.20 for the item I didn't want, and they wouldn't allow the swap as instructed by the head office. This experience left me dissatisfied. Additionally, this was the third store today that informed me they were out of Ooshies. I am curious about what happens to the leftover Ooshies since there is still a month left in the promotion.

Dear Sir/Madam, I had a negative experience at Woolworth supermarket that I want to share. While shopping, I made a mistake by inadvertently dropping grape pips on the floor. When a staff member approached to clean it, I immediately apologized multiple times and felt genuinely remorseful. However, to my shock, the staff member responded rudely and used inappropriate language towards me, accusing me of theft and becoming increasingly aggressive. This behavior was unwarranted and left me feeling humiliated. I believe that my innocent mistake did not justify such disrespect and aggression. I frequent this store for my family's shopping needs, and this incident has deeply upset me. I find it alarming that a staff member would treat a customer in such a hostile manner for a minor mishap. Despite this unpleasant encounter, I must acknowledge that other Woolworth staff were kind and apologetic on behalf of their colleague's behavior. I hope this issue can be addressed to ensure that customers are treated with respect and dignity in the future. Sincerely, J

I would like to share some positive feedback about the Woolworths store in Camden, Australia. I was impressed by the friendly and helpful staff, particularly Sofie in the fruit and vegetable section. Despite being busy, she always provides excellent assistance and advice. Sofie's expertise and dedication to customer service stood out during my shopping experience. I learned that she is also a Qantas flight attendant, which explains her distinctive demeanor. Her presence at the store has significantly contributed to the exceptional service provided. I believe Woolworths made an excellent decision in employing individuals like Sofie, as it enhances the overall customer experience. I hope this feedback reaches the appropriate individuals to recognize Sofie and the entire team at the Camden store for their outstanding work. Best regards, A. MacFarlane 17 Greenaway Ave Camden South [redacted]

I just visited Avalon Woolworths and noticed two staff members were not wearing masks and the hand spray was empty. When I asked the woman at the checkout about not wearing a mask, she stated she chooses not to wear one. I'm curious if it's not mandatory for Woolworths staff to wear masks, particularly in Avalon. I have a receipt, but I'm unsure if the staff member's number is listed.

I recently returned a defective product with my receipt to Woolworths. They said I could only exchange it for the same item, but I didn’t want another faulty one. When I asked for a refund, I was told Woolworths does not issue refunds. Is this a new policy? I find it unfair. The original supplier confirmed there is a problem with the product and they are addressing it.

Subject: Legal Document Requests for Woolworths Incident Dear CEO of Woolworths, I am writing to request full and complete copies of all documents and legal settlement paperwork related to the incident involving a negligible injury caused by a ticket writer in Hamilton City between 5/08/1[redacted]. I am aware of the authorization and privacy laws that may require up to 21 days for processing according to the [redacted] Act. Following that, if necessary, I am prepared to escalate the matter to the Privacy Commissioner. I kindly ask for tamper-proof sealed documentation that I can personally pick up at the Levin Police Station to address this issue promptly while dealing with the Accident Corporation. I hope to resolve this matter without a prolonged legal battle for the next nine years, and we can discuss it further at a later date. Sincerely, Brigit Rose Bell Please note that my email has been compromised, leading to the directive by the police authority to arrange for in-person verification.