Woolworths (Australia) Customer Service Issues

I had a fall at Woolworths Capalaba Park on Saturday the 27th of March. Upon entering the store around 11:20 am, there were no sanitiser wipes for the trolleys, only a small pump bottle of gel sanitiser being used by customers. Due to this, the gel spilled on the vinyl floor at the entrance, leading to my fall while leaning forward to sanitise my hands. A fellow customer sought help from the service desk, where a staff member cleaned the spill. Despite continuing my shopping, my right knee has remained bruised and sore, affecting my work as a physio/occupational therapy assistant. I contacted the store manager, Mark, to address the issue by removing the gel and ensuring better monitoring. Although Mark explained their limited options for sanitising, he did agree to remove the gel. Following the incident, I have been icing my knee daily as it swelled and bruised, causing discomfort while walking. I suggested using foam instead of gel sanitiser and emphasized the need for proper monitoring. The grocery manager followed up with me and mentioned that the store manager would check on my well-being. I expressed my concerns about the lack of monitoring and reiterated the benefits of foam sanitiser, despite the limitations mentioned by the grocery manager. I recommend placing rubber mats under hand sanitiser pump bottles to prevent similar accidents in the future.

Subject: Quality Concern with Woolworths Lightly Sparkling Spring Water Hello, I am reaching out on behalf of my mother, Vickie, who regularly buys Woolworths Lightly Sparkling Spring Water. Her recent purchase on 8/04/21 from Emu Plains Woolworths did not meet expectations, as she found the products to be lacking sparkle and taste flat. I am contacting you to address this quality issue and seek guidance on how to handle the unused bottles. This is the first time we have encountered such an problem and would appreciate your assistance in resolving it, whether through a refund or replacement of the products. Unfortunately, I am unable to attach photos of the products and the receipt at this time. Thank you for your attention to this matter. Best regards, Ms. Sam Sharp (daughter of Vickie Balic)

Dear Team, I am reaching out to address a concern regarding your Logan Hyperdome store in Loganholme, QLD. Although I have not personally visited the store, friends and family who have, are now boycotting it due to the requirement for customers to self-checkout, pack, and pay for their groceries. The removal of checkout operator jobs is troubling for us, and we fear the possibility of automation spreading to all stores. If this becomes the case, I will also join the boycott of Woolies. It would be a shame as I have been a loyal customer of Woolworths for many years since they first arrived in our local area. Sincerely, K. G. [redacted] [redacted] [redacted] [redacted]

During my recent visit to the Woolworths store in Ocean Keys, WA, I encountered an issue with the pricing of toilet paper on display. While browsing, I noticed shelves labeled as "Special" with a bold $3 price tag on the top two shelves. Assuming the toilet paper was $3, I picked up a pack. However, at the checkout, I was informed that the actual price was $5.50. Feeling misled, I expressed my concerns to the cashier, who couldn't assist due to being busy. I removed the misleading price tags and later noticed a staff member reapplying them without any items priced at $3 nearby. When I raised this issue with the staff member, I was met with resistance and advised to speak with the store manager. Despite attempting to apologize, the interaction escalated negatively, leading me to leave the premises. I believe this pricing discrepancy violates Australian Consumer Law, particularly section 18 of Schedule 2, pertaining to misleading conduct in trade.

Hello, I visited my local Woolworths store in Kyneton today and I was disappointed to see a lack of community safety measures being followed. According to regulations, customers are required to scan QR codes or leave their contact details before entering; however, there was no staff member providing the option to write down information at the entrance. Additionally, I noticed that the self-serve registers and baskets were not being sanitized between uses, which has been a recurring issue for a few days. When I raised these concerns with the person at the service desk, they mentioned they were short-staffed due to sending employees home. Although I understand the challenges of limited staffing, I believe it is a legal obligation to ensure all customers comply with the safety measures. I shared my observations not expecting an immediate resolution, but rather to highlight the importance of maintaining hygiene practices to prevent the spread of COVID. Every effort, not matter how small, contributes to our collective safety. Thank you for your attention to this matter. Warm regards, Justin M.

I purchased an iPhone charger from Lara in Geelong, Victoria, a year ago. Now that I've moved near Melton, the charger has stopped working, but it's still under warranty. When I went to Melton to exchange it, the store did not have the charger in stock and offered to replace it with a product of equal value. However, upon doing additional shopping, a supervisor insisted we return the charger to the Lara store and pay for the items in our cart. Feeling frustrated and disrespected by the situation, I returned home after paying for the shopping. I am seeking clarification on your company's legal terms and policies regarding warranty returns. I assumed it would be accepted at any Woolworths store nationwide. I am prepared to provide any necessary documentation like the original charger receipt, yesterday's shopping receipt, and details of the staff member who assisted us. If these issues are not resolved promptly, I may have to take legal action. Thank you.

During my recent visit to Woolworths in Modbury Heights, South Australia, I witnessed a male assistant speaking condescendingly to an elderly female customer who requested a COVID sign-in sheet instead of using the app. The customer politely explained her situation, as she didn't own a mobile phone. I also mentioned a friend with similar concerns about using phones for sign-ins. It's important for customer service staff to understand and respect the diverse preferences of customers to avoid uncomfortable situations. Although I didn't catch the manager's name, this incident occurred around 12:05 on 30/6/21, and I believe he would benefit from additional customer service training. - Marion S.

I am disappointed to share that my grocery order, number [redacted]6, was not delivered as promised on July 17th. Despite paying $[redacted].08, I received an email on July 19th stating a refund of $[redacted].64 would be issued. No apology was given for the error or clarification on the partial refund. I anticipate both an apology for the inconvenience caused by the delayed delivery and a full refund of $[redacted].08. As an 86-year-old relying on online grocery delivery due to the Covid-19 situation in Sydney, I had to venture out for shopping since my order was not fulfilled. My frustration lies not in the delivery issue but in Woolworths' handling of the situation. I commend the lady who tried to assist us when I called on Saturday. Sincerely, BC

I ordered Uncle Toby's Creamy Honey Big Bowl x 2, but only received one and was charged for both. I also ordered 4 x 3-liter bottles of full cream milk with the same expiration date of August 10th, which seems impractical. I prefer longer expiration dates on milk. This results in wastage as I cannot use all the milk in time. I am trying to minimize my visits to the store, and many items I order have short expiry dates. For instance, I had to discard $[redacted] worth of products due to issues with near expiration dates. I urge the staff to improve the selection and handling of fresh foods. Thank you.

I would like to file a complaint about the Woolworths store on Mountain Highway in Bayswater, Vic [redacted]. I arrived at the car park around 8:25 pm, but due to my sciatica condition, it takes me a while to get out of the car. A Woolworths employee trolley collector rudely informed me they were closing. Upon reaching the entrance, he stated I had only 30 seconds left. In urgent need of sugar due to a diabetic low sugar attack, I attempted to purchase cigarettes near the entrance. An employee counting cash refused to serve me even though customers were still using the self-checkout. Despite my critical condition, I was denied assistance as they claimed it was past closing time. Feeling mistreated, I am now contemplating legal action. The lack of empathy and assistance in such a vulnerable situation was concerning.

I am inquiring about the Woolworths mobile phone $[redacted] starter I purchased on 14 Sept [redacted]. The item was marked as dispatched, but I have yet to receive it. The only information provided is the invoice number WM[redacted]22. As an 80-year-old needing the phone for important health-related calls, it is distressing not to have it. Star Track needs a tracking number or consignment note to provide an update. Despite numerous calls, I have not received helpful assistance. The lack of a tracking number has caused unnecessary stress. If it's not resolved, I may seek a refund from my bank. I have been a loyal Woolworths customer in Claremont [redacted] for over 30 years and feel disappointed by the lack of support. I hope Woolworths can address this promptly and show understanding towards its customers. - Ross D.

To whom it may concern, I wanted to share my experience with your 4 pack of chicken and vegetable pies. Sadly, I found them to be quite disappointing. Contrary to the packaging, they lacked the promised burst of peas and corn. The taste was peculiar at first and deteriorated with each bite, leaving us unable to finish the pies as they made us feel unwell. Even my husband, who only tried a small bite, described it as unpleasant. The gravy lacked creaminess and any chicken flavor, making it hard to enjoy. I have been a fan of Sargent's chicken pies for a while, but they are no longer available at my local Echuca store. Hoping to find a substitute, I tried your product, only to be left bitterly let down. I urge you to bring back Sargent's pies or enhance your own product significantly. Regards, C.

Our order number is [redacted]85 for a delivery scheduled for 7:30 pm. After tracking the delivery, I noticed the Sherpra driver had canceled it post pick-up from the Goodna store. Following a call with Woolworths, they intended to organize a taxi for the delivery. Disappointingly, by 9:30 pm, our order hadn't arrived, and upon inquiry, I was informed that the taxi wasn't booked as the store was closing soon. As loyal customers, waiting until 4 pm the next day for our order is inconvenient. Dinner for tonight and tomorrow's lunch plans were disrupted. It is disheartening that the Sherpra driver canceled and we didn't receive our order. We seek fair compensation for the inconvenience caused. If unresolved, our shopping loyalty may move to Coles instead. Thank you.

Last Saturday, on 20/11/21, at Woolies Albany (Dog Rock), I experienced an incident with the Morning Fresh Ultimate dishwashing liquid that was marked as $5 on the shelf but scanned at $10. I informed Liam, the checkout operator, and requested the item for free according to the Supermarkets' Scanning Code of Practice. Despite a delay of nearly 10 minutes for verification by Kellie, the duty manager, the issue was not resolved to my satisfaction. Kellie refused to adhere to the scanning code policy, and her attitude became increasingly disrespectful during the interaction. This experience highlighted a lack of customer service training for Woolies staff, contrasting with positive encounters at other stores. Despite my intention to file a complaint, Kellie's dismissive demeanor further underscored the disappointing service standards at Woolies. The prospect of a new Aldi store opening in Albany offers a promising alternative for customer service.

On Tuesday, December 7th at 3 pm, we visited Woolworths on Smith Street in Fitzroy, Victoria, for our weekly shopping. Unfortunately, we found a lack of available trolleys, particularly the larger ones with bulky baby seats and faulty wheels. Despite observing staff using trolleys, we were told they were all in the car park, although no action was taken to restock them. After expressing our concerns to staff and requesting to speak with the manager, our issue was not addressed. Many other customers were also struggling without trolleys. We managed to get some shopping done but ultimately went to the nearby Coles due to the inconvenience. We will also explore the newly opened Aldi on Johnston St in Fitzroy. The customer service at this Woolworths location often falls short, indicating a need for improved training or a new management team.

Dear Customer Service, My husband and I reside in Victor Harbor, South Australia and we are disappointed to have not received the specials catalogue for the second week in a row. We discovered that this is due to a digital survey, which will prevent us from receiving the catalogue for twelve weeks. This is concerning as our area has a large elderly population who may not have access to electronic media. We are sharing our feedback to express our discontent and inform you that we will refrain from shopping at Woolworths until this issue is addressed. Additionally, we plan to escalate this matter by contacting our local MP and possibly initiating a petition. We anticipate a response from you regarding this matter. Sincerely, Valerie and Kenneth Wilson

I received a delivery today, order #[redacted]6. My order notes mention my spinal issues, requesting for the delivery to be taken upstairs. I usually have no trouble with this request from Woolworths drivers, who have always been courteous in the past. However, today's driver was quite rude and initially refused to assist. After some discussion, he finally helped me. Can you please investigate this matter? If I can't receive assistance in the future, I may need to switch to a different company. Are drivers not allowed inside due to Covid restrictions? Many elderly and disabled individuals reside in my area. Your prompt attention to this matter is appreciated. Thank you, C. Baty.

I visited Woolworths in Neutral Bay to check out SIM cards. Unfortunately, there was a lack of clear information on them, so I took two SIMs to the express checkout to inquire about transferring my current number. The cashier proceeded to activate them before addressing my concerns. Despite my request to halt the process, she claimed it was too late to reverse it. Seeking assistance from a manager led to being informed that SIM cards couldn't be returned, as Woolworths had a no-refund policy, specified by a small sign below the counter. The manager's unhelpful attitude was disheartening, especially after being a loyal customer for 40 years. The experience left me frustrated, especially given our weekly grocery spending at the store. It was disappointing to discover the lack of clear refund policies at the phone kiosk.

I am writing to express my concern about the urgent need for a renovation at Woollies in Lake Cathie. The store requires a reliable oven for cooking items like chickens and roasts, as the current oven has been out of service multiple times over the last 5 years. While Woollies is currently the only supermarket for Lake Cathie residents, a new shopping area with Coles and Aldi is being planned nearby. As a loyal Woolworths shopper, I hope the store can be improved to compete with the upcoming facilities. The staff are doing their best with the current conditions, but the store is in need of attention due to its age. I live in an over 50's resort and many others share my disappointment in the current state of the store. Regards, Jan Turney

I purchased a pack of Woolworth sweet and salty brain popcorn with 10 20g packets. After finding some contaminated with food, my kids argued over sharing the remaining pack. Dealing with recent challenges, I am now seeking a reimbursement for the product. Instead of providing my credit card details over the phone, I would appreciate a complimentary credit service with a $[redacted] limit for a year. This situation is adding stress to an already difficult time, and I hope for a quick resolution without any additional costs.