Woolworths
Reviews and Complaints

On Thursday 2 May, 2019 at approximately 1 pm I went to Woolworths Lakes Entrance store to return a Reo Phone I had purchased from Woolworths Online. I wanted to save money by not having to pay postage as I had already paid postage to have it delivered. I asked the woman who was working on the service desk for help and she replied "It's got nothing to do with us". Obviously this response wasn't satisfactory so I showed her the phone and my receipt and she just said "It's got nothing to do with us". She offered no explanation and was not in the least bit helpful so I asked her to explain because I was very confused, particularly since I could clearly see signs where items bought on line could be collected at the store. The woman told me I would have to go to the nearest Big W which is in Morwell, 300 kms away. She then said she would get the manager to speak to me. I waited for several minutes and asked her where the Manager was. She abruptly replied: "He is with the police and that's where you'll be going". She was very threatening. I was stunned and shocked and asked her on what basis she would be calling the police on me to which she replied that I was being violent. I was not being violent. I am a 65 year old Old Aged Pensioner. I am a tiny woman. I am not violent. I was upset and I think I had every right to be upset. I was appalled at the treatment and very frightened because I have PTSD so I walked out of the shop. I did not know how to return the phone that is faulty and I also wanted to complain about the woman's behaviour which was very aggressive and unnecessary. I then contacted Woolworths via Messenger on Facebook and explained the situation and specifically asked how I should go about making a formal complaint. I was asked to provide the details via Messenger and I responded that I was not prepared too do that because I didn't even have a person's name. That was about two weeks ago and they finally responded a couple of days ago and told me to go back to the store and speak to the Manager. The person writing this message already knew that I am elderly and that I have PTSD and yet I was told to go back to the store even though I had advised I would never enter one of your stores again so long as I live.

So I am complaining about the treatment I received at your Lakes Entrance store and the follow up treatment I received by whoever is running your Messenger service on facebook. All I asked for was the correct channel to direct my complaint.

I also want to know the best way to organise a refund for the phone. The REO is a complete piece of junk. It is far worse than the cheap little phone I was replacing. The list of faults is endless but specifically I can not type more than a few letters before the phone jumps to another screen. It is not possible to download photos from the camera which is locked and when I tried to ring Acatel no one answered. Because I could not download photos I lost money because I could not download photos proving that I had paid postage on a returned item.

Kindly investigate the staff involved in the dreadful treatment of myself and also advise how I go about returning this phone without incurring further costs. I see that this form doesn't even ask for my email address so I wonder if this complaint just goes out into the ether and I am once again ignored.

Leonie Chester

My wife has been waiting 20 days for a insurance settlement claim no 927778 she has tried multiple times to get in contact with someone sent emails to no avail. The person who caused the accident has been settled yet we are still waiting with no car no money can someone please contact my wife on [protected]. We are very very frustrated she has waited on the phone for extended periods of time please help.

Good morning
I'll pre-empt that I love woolworths on-line ordering and pick-up.
However the last few times, I have taken excessive amount of time to get order placed with "unresponsive - wait or exit" continually, continually popping up, even if I wait and/or exit.
This morning, I already had a large order, which eventually took me 1 & 1/2 hrs, attempting to get placed before other errands, before fulltime work.
I changed to google chrome at woolworth advice, originally, but seems to no avail, unless something else. I don't have this with my other on-line orders.
Would appreciate to know if others are experiencing similar problems, or that you can identify, it is actually due to high demand or something, perhaps?
Thank you kindly.

Best regards,
Evelyn mckenna
M: [protected]
[protected]@bigpond.net. Au

I bought shine pro 18 in 1 dishwashing pods and 4 tablets where popped and I don't like it when I buy products and there not any good so I should like you to resole this problem so it doesn't happen to anyone else so can u relook over all this product so it dosnt happen to me or any one else so please look over my complaint please my name is Jayden Hawkins and my phone number is [protected] please contact me kind regards

I am writing a second complaint form online as I have not heard back from Woolworths. The first was submitted last week on their online form. I will be writing to the CEO of Woolworths if I do not get an answer/acknowledgement from them. I purchased the above pack a week or so ago from Woolworths Oxenford, Queensland and found what looks like a used first aid dressing inside. My husband and I consumed most of the pack before discovering it. We have been loyal Woolworth customers for years and are disappointed with this. Please confirm this is received as Woolworths have not bothered to reply. I would like compensation as I feel sick not knowing what we have consumed. Thanks in advance.
Thanks
Julia Hall

Hi
This evening I purchased a box of Woolworths Brand chicken and mushroom arancini ball from the woolworths store at Cooleman court Weston ACT. On biting into one of the balls, I bit into what appears to be chicken bone. This was in the first arancini ball and sadly put me off eating the other balls and have disposed of them. My concern is that it could be a choking hazard if given to young children or cut into someones gum as they would not be expecting it.
Looking forward to your positive reply.

Kind regards
Emma

I was at Woolworths rosebud this morning to buy deoderant. There were two cans of nivia for me side by side so I want to smell each. I sprayed the first one and more than I thought came out of the can onto my chest. At this time a staff member came up to me and asked whether I was planning to buy it or just use all of it. In the end I did buy that exact can, I didn't like the smell of the other. The staff member made a good point that if everyone tests the smell that will leave half empty bottles for customers to buy. My suggestion that in the fragrance area one product be marked as tester. Cheers Andrew withall

I have been shopping at Woolworths to specifically collect these stickers and have made a deliberate effort to buy products with bonus stickers on offer. Today yet again When I got home and checked my receipt and stickers, I have found that I haven't been given my bonus stickers. Today it was an extra 12 stickers and I wouldn't normally complain but this is not the first time this has happened

Waiting until noon to purchase Danish pastries. Approached staff on last visit to enquire if there were going to be any today. Was asked which kind, and when I said 'pain raisin', I was told 'no, don't think so'. The staff member didn't even look at the racks of uncooked pastries behind him. Another staff member joined in at this stage from the other side of the bakery and told me that those pastries were stopped 'a while ago'. I actually bought the same pastries from this store 2 days ago! There is still a shelf space and product ticket in place. When I mentioned this the 2nd staff member said something I couldn't understand about codes on the boxes?! I felt stupid standing there asking, what I thought were reasonable questions, and receiving in response vague answers and a feeling that I was being awkward and complicating their day.

Hello
I purchased The Grasslands Beef last week at Your Harbourtown store and I am very dissatisfied in the quality of the meat.
I have purchased the grass fed beef ranges many times but have found the quality has deteriorated greatly over time.
I can honestly say my husband and I actually sat and laughed as we chewed on the gristle and meat it was absolutely unacceptable quality to promote in this packaging.
I managed to salvage one bar code and photo only as I had already thrown other.
I think it very important to look at the quality of on the shelf beef as it is really disappointing lately.
Regards
L Rigby
My email
[protected]@bigpond.com

To White Privilege

Beenleigh Market Place, Woolworths, George St, Beenleigh Qld 4207 (location of concerns observed)

I, member of public, Manager and staff of this Woolworths, have seen young children, steal cans of deodorant from the shelves of the store for the sole purpose of chroming. This has happened to regularly to provide exact dates.

I personally have viewed these children to then chrome, only metres from the front store (external), and also in front to the Child Safety Service Centre in Beenleigh.

I made a legitimate request for the Manager to simply remove those cans behind the counter, to reduce this crime and the associated health risks (chroming). Manager stated this was not possible, as it would have an adverse impact (hardly) on the other law abiding citizens, and this was not within Woolworths policy.

I am emailing you directly in respect to how Woolworths are supporting the local communities to reduce the risk of young people chroming aerosol cans stolen *(ever so easily) for the sole purpose of melting their brains to gain a high.

Woolworths have a duty of care to these young people, and removing the cans will assist to reduce the risks, essentially its about harm minimisation.

Your inability to be seen to be doing nothing is extremely shameful.

Please come to the local Beenleigh Child Safety Service Centre, and sit out the very front of the building for a day, and watch the young people (some as young as 10 years of age), openly chroming, swaying like drunken soldiers and walking out in front of moving vehicles and nearly being hit by cars. This occurs on a daily basis, the situation has got to the point that security guards are now stationed in front of the office. The chroming is a contributing factor for these young people to be aggressive and is placing their health at a very high risk of harm.

I can be contacted on [protected]@hotmail.com should a response be provided to my complaint, in which I would love to receive a response in respect to my concerns.

We all have a duty of care to our young people.

Kind Regards

JS

For the last few days the back of the Kenmore Woolworths store has reeked of what I presume to be rancid fat from the chicken roaster. The smell is so strong and so unpleasant that I will not be shopping at Woolworths for the foreseeable future. I have shopped at Woolworths Kenmore almost exclusively for nearly 20 years. I can only assume that many other shoppers will be avoiding this shop in favour of Aldi or Coles nearby in the hope of avoiding what is at least nauseating and quite possibly unhygeinic environment. I would have expected this problem to have been taken more seriously and remedied more expeditiously.

I just purchased this product as I am suffering with gluten intolerance and prefer vegetarian meals. I just read the last complaint from customer at Leeton NSW and the same thoughts and experience was what I wanted to write to you about. very disappointed that you are unable to remove from the foil container to cook as per the instructions. I don't make complaints either but this one product warranted a response for the difficulty in removing from the foil to cook. Mashed pie was the outcome!
To the consumers who would be looking to try this new product in your supermarket I would say DON'T BOTHER! it's will be a major disappointment.
To the Product team at Woollies - Have you tried this yourself? will not be purchasing the product again. Long Standing customer Everton Park Qld

I would like to report a case of terrible customer service, which means you have lost a good loyal customer (you can see my history record on my woolworths card) that spent a lot of money in your stores! Consequently your share holders are losing as well!
There was an issue with this order as I requested to be called before the delivery so I could go home to store the refrigerated items. When the `1st person called me (the driver) he told me someone else would call me to arrange a delivery later on that afternoon, straight away a person from the office called me and told me they would send a driver later in the afternoon to do the delivery.
Instead at the time I was expecting the delivery a "customer service" person named "monique" called me to inform me they could not organise for the delivery and she went on, and on, and on, and on, and on, repeating herself as a recorded message machine, repeating the woolworths policy!
I explained to monique what had happened that surely they could organise for another driver to deliver the order. Monique showed to totally not care about my circumstance, nor what had happened. She simply kept repeating they could deliver the next day, I explained I would be in hospital the next day and for few days after hence I needed the delivery that night to leave foods /drinks for my children at home ($377!). Monique could not careless not even to actually listen to me! She showed total apathy and disinterest! Not only she was uncaring of the situation and didn't show understanding she was also rude and not polite, it was like being on the phone with someone that was simply a robot in power saying "no with don't care about what has happened".

I feel your staff surely needs to be trained in circumstances like the one I experienced.

If my message on the delivery docket was not clear enough - and I should have stated: "call me 1 hour before delivery". I thought it was clear enough that I needed to know before the delivery got there, when I wrote: "please give me a call [protected] so I can go home and put items in the fridge! You can leave outside garden area in front of door. Thank you".

Nevertheless, I was at the clinic for pre-op hospital visit, and since the driver told me the supervisor would organise a later delivery that afternoon/night - hence I agreed to not leave the cold items there to get spoiled! Therefor there was a mistake on your part - as this did not happen!

And your staff member monique instead of taking that into consideration - monique only took into consideration your policy rules - without considering that:
There was a mistake on your part to beging with - and
There was also a very particular situation with me going to hospital the next few days! Monique simply did not care about either issues!
This kind of service is horrible and makes me not only very upset and feeling to share it with all of my network of friends and family the way I was treated. It also makes me not want to shop with your shop again!
So what has monique done for your company?!?! What has she done for your shareholders!?!?
Please let me in know writing how you address this incident? How do you care in this type of situations? Do you actually not care to accomodate for a delivery to take place for a good loyal customer being hospitalised the next day when an issue - on your part - has occurred? Do we need to contact a current affair to receive a decent service as customers?

Dear Sir/Madam

I would like to take issue with the constant changing of the store layout at both of the Browns Plains, Qld stores.
It seems that every month the layout of the stores change, with products being moved to different aisles and some products even being removed from sale.
The constant changes prolongs my shopping time and often ends in frustration when I simply cannot find an item I normally buy. Frustration was further increased today when an end of an aisle was displaying items on special. This display encroached so much that it was one way traffic past the display. We were cueing up to get past this blockage.
I am like most people, I want to do my shopping quickly. Therefore I have decided to do my future shopping at either Coles or Aldi.

Thankyou for the opportunity to provide this feedback

Upon arriving at the Newmarket plaza store on Saturday 20th April at approximately 4pm, I waited at the service desk to attempt to purchase cigarettes. There were two staff members on registers and another two filling cigarette cabinets. Keeping in mind the previous day was good Friday and the store was closed, and so was extremely busy. I asked if anyone was serving. At first I was ignored and then upon asking a second time was informed that I would need to wait for one of the staff who were serving on registers. Now surely it does not take two staff members to fill a cigarette cabinet. The queue on express was lengthy and so the wait was about 10 minutes. At which time there were others also waiting to be served at the counter. My belief is that it is ridiculous to expect a customer to wait ten minutes without recognition of their presence. Upon arriving at the same store tonight, the staff member argued with myself as to whether I had asked for a bag or not? Perhaps he did not hear me say " yes thanks I'll need a bag" . I have noticed that the wait times have significantly increased of late at this store. I know this is related to new rules that only allow certain employees to use certain registers. I also know this to be due to an increase in employee theft. Perhaps this is indicative of employee scanning prior to employment. But this should not increase the wait time for customers.
It might be an idea for management to look at the training procedures that Coles stores use. My local Coles store has far less wait time with a lot more friendly staff members with a willingness to assist and serve customers.
I have been shopping at my local Woolworths store for many years but after numerous experiences of unfriendly staff I will seriously be reviewing my shopping habits.
Regards
Susanne Tarczon

Hi

I'm writing to you in regards to 2 packets of fruit hot cross buns. On Easter Sunday morning we grabbed our hot cross buns to serve at breakfast. Just before opening them I noticed that there was small insects inside the packaging in both packets. I have not opened them previously to purchasing them at delacomb Woolworths. Please see attached video and photo. There is no evidence of wear and tear on the packaging. I'm disappointed and unhappy that myself and my family could not enjoy them on Easter. I am also concerned as other consumer may have had a similar product issue.

Thankyou

Melissa pitman

I writing to complain about the stopped stocking this product. I require this product as it part of dietary requirements. It is low in salt. Ethically it is made in Australia. I note that you are not prioritising this companies other products about stocking shef being near the bottom. It is unfair that you placing your home brands which are from overseas. All the other supermarkets stock this product. I wish to reconsider this decision

regards,

Kay Ross
[protected]@hotmail.com

I was after a ‘washing machine cleaner' to cleanse and sanitise my machine. As I did not have my glasses I have asked for a store assistant's help. He's given me ‘DampRid'. It had a washing machine symbol at the bottom so I trusted it is the right product. I paid $6.60 on the self-serve teller but did not ask for a receipt. When I got home I read the descriptor and realised the product is a moisture absorber. The symbol was for laundry rooms.
Although I didn't get a receipt I wanted to try to get a refund which proved hopeless. The customer service officer asked which machine I used at what time. I could not be exact but I told her how much I paid and summarised what happened. After a fruitless search she could not find my purchase and did not refund me.
I am disappointed by the cumbersome process and hope you can refund me.
Regards,

Hi, I would like to complaint about Woolworth metro Bexley north nsw, sydney. Regarding a shift manager (Dane) I think his name is, who is providing baby formula to two groups of Asian to come in and takes full car load every time they comes. This is happening 4-6 time a week or could b e more, when we know they are selling of to China for profits. This is wrong! He propared and leaves the formula ready for them on a trolley so they can grab it back and forward until the car is full. I would like Woolworth to follow up on the orders this little Bexley north metro orders each week or check the sell history for Wednesday and Sunday transaction for baby formula was sold. I do have videos and photos to prove it. I do hope that Woolworth follow up on this seriouse matter. We want people do the right thing here.