Arrogance
Woolworths Online, you have a very long way to go to compete online. I ordered on the 18th of January. By midday, I was informed that it had been processed, and they'd substituted an item. A substitute I hadn't approved and didn't work for me. And so I cancelled before they could deliver. A process which involved unsuccessfully trying to call head office (it just hangs up the call on the IVR), calling the dispatching branch. Dealing with someone who sounded like they'd just started working there. Anyway, after asking for no details they said they'd organise the cancellation. Later, receiving a call from head office to confirm the cancellation.
I was told, on the 18th, that it would take 3-5 days. Ignoring the 18th, I should have been refunded by the 25th. But, since I'd received no refund, I emailed to enquire. I was then informed that they'd processed the refund on the 21st (Saturday) and would receive it by the end of the week. And here we are at the end of the week with zero refund. If I speak to someone on the 18th and you tell me my refund will take 3-5 days, I assume it's from the day I speak to you. Not that you'll sit on it for another 3 days first. Now, I know from reading other reviews that Woolworths doesn't reply to these. Which only further illustrates the arrogance. In an economy where no business is safe, you still assume you don't need to provide customer service.
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Replies (8)0
Replies (8)'s updateReviewer Update
31 Jan 2023, 07:32To anyone reading this. Beware of Woolworths Dash. Before buying anything from them, read all the reviews here and see the common thread. If, in the very likely event that you need a refund, you will wait and wait. Assuming you even ever get it. Judging how many people here are also reporting no refund, I wonder how much money they've ****** from people.
You can forget their 3-5 days nonsense. I'm on the 10th business day of waiting. I grew tired of waiting, so I've now referred the matter to the CGSO.
I know people say this and don't mean it. But I will never, ever buy anything from Woolworths again. And I really do mean it.
You can forget their 3-5 days nonsense. I'm on the 10th business day of waiting. I grew tired of waiting, so I've now referred the matter to the CGSO.
I know people say this and don't mean it. But I will never, ever buy anything from Woolworths again. And I really do mean it.
's update31 Jan 2023, 07:32
Reviewer Update
To anyone reading this. Beware of Woolworths Dash. Before buying anything from them, read all the reviews here and see the common thread. If, in the very likely event that you need a refund, you will wait and wait. Assuming you even ever get it. Judging how many people here are also reporting no refund, I wonder how much money they've ****** from people.
You can forget their 3-5 days nonsense. I'm on the 10th business day of waiting. I grew tired of waiting, so I've now referred the matter to the CGSO.
I know people say this and don't mean it. But I will never, ever buy anything from Woolworths again. And I really do mean it.
You can forget their 3-5 days nonsense. I'm on the 10th business day of waiting. I grew tired of waiting, so I've now referred the matter to the CGSO.
I know people say this and don't mean it. But I will never, ever buy anything from Woolworths again. And I really do mean it.
's updateReviewer Update
01 Feb 2023, 07:08Day 11 of 3-5 and still no refund.
's update01 Feb 2023, 07:08
Reviewer Update
Day 11 of 3-5 and still no refund.
's updateReviewer Update
01 Feb 2023, 12:14It took 11 days and escalating to the CGSO to even get a response from Woolworths that isn't just "it'll take 3-5 days, just keep waiting". If I hadn't escalated the matter, I'd still have heard nothing. Now suddenly they want to investigate.
I have decided to keep this complaint updated so that people might be informed before purchasing from Woolworths.
I have decided to keep this complaint updated so that people might be informed before purchasing from Woolworths.
's update01 Feb 2023, 12:14
Reviewer Update
It took 11 days and escalating to the CGSO to even get a response from Woolworths that isn't just "it'll take 3-5 days, just keep waiting". If I hadn't escalated the matter, I'd still have heard nothing. Now suddenly they want to investigate.
I have decided to keep this complaint updated so that people might be informed before purchasing from Woolworths.
I have decided to keep this complaint updated so that people might be informed before purchasing from Woolworths.
's updateReviewer Update
02 Feb 2023, 13:35Day 12 of 3-5 days. Still no refund.
's update02 Feb 2023, 13:35
Reviewer Update
Day 12 of 3-5 days. Still no refund.
's updateReviewer Update
03 Feb 2023, 10:1413 business days and still no refund forthcoming. The only update they've managed is that some genius decided my card was a foreign card, which it isn't. They still have no idea if that's the reason. Obviously they're clutching at straws and have no clue what's going on. You'd think that for the size of Woolworths, they'd be able to actually do something as simple as a refund.
's update03 Feb 2023, 10:14
Reviewer Update
13 business days and still no refund forthcoming. The only update they've managed is that some genius decided my card was a foreign card, which it isn't. They still have no idea if that's the reason. Obviously they're clutching at straws and have no clue what's going on. You'd think that for the size of Woolworths, they'd be able to actually do something as simple as a refund.
's updateReviewer Update
06 Feb 2023, 08:1214 business day (19 calendar days, 2 weeks and 5 days) and still no refund. At this point I'm just assuming that Woolworths has opted to ***** my money.
's update06 Feb 2023, 08:12
Reviewer Update
14 business day (19 calendar days, 2 weeks and 5 days) and still no refund. At this point I'm just assuming that Woolworths has opted to ***** my money.
's updateReviewer Update
07 Feb 2023, 10:59Another day and still no refund. What I did get is a call from Masoona who decided that the correct way to deal with an irate customer who has waited nearly 3 weeks for a refund, was to get angry.
As a matter of interest, I looked at Woolworths complaints and found numerous complaints in the last week alone of people also struggling to get a refund. Clearly this is a problem.
As a matter of interest, I looked at Woolworths complaints and found numerous complaints in the last week alone of people also struggling to get a refund. Clearly this is a problem.
's update07 Feb 2023, 10:59
Reviewer Update
Another day and still no refund. What I did get is a call from Masoona who decided that the correct way to deal with an irate customer who has waited nearly 3 weeks for a refund, was to get angry.
As a matter of interest, I looked at Woolworths complaints and found numerous complaints in the last week alone of people also struggling to get a refund. Clearly this is a problem.
As a matter of interest, I looked at Woolworths complaints and found numerous complaints in the last week alone of people also struggling to get a refund. Clearly this is a problem.
's updateReviewer Update
10 Feb 2023, 12:25Final update. It took 18 days. A little over 3 weeks of struggle to resolve this. But I finally got my refund. To their credit, they did give me a voucher for the inconvenience. Though I won't be using their online platform again until they resolve it.
To explain where the issue came in. Woolworths isn't fully ready to run an online store and here's why. While parts of the process are fine, other parts (by their own admission) aren't ready. When they do a Dash refund, it's done manually through a card machine, not the gateway. Which is ok if you're using a physical card. But if you're using a virtual card, which you should. It falls apart. Their card machines don't know what to do with virtual cards and processes them as foreign cards. And there the refund gets stuck. Funny thing is that it was me who had to explain that was probably the issue.
Eventually, they listened to me and refunded to my physical card. And magically it took only 2 days for that refund to come through. Had they listened to me and dealt with it correctly from the beginning, this could have been so much simpler.
But credit to Shaheema (and I'm sure there was another lady but I'm drawing a blank on her name right now), who was the first person in 3 weeks to take the matter seriously and actually resolve the issue. And the gesture of the voucher is appreciated. While I'm not likely to use their online platform any time soon, I'll consider their physical stores in the future. To be very clear, this is purely because of how it was handled by them.
To explain where the issue came in. Woolworths isn't fully ready to run an online store and here's why. While parts of the process are fine, other parts (by their own admission) aren't ready. When they do a Dash refund, it's done manually through a card machine, not the gateway. Which is ok if you're using a physical card. But if you're using a virtual card, which you should. It falls apart. Their card machines don't know what to do with virtual cards and processes them as foreign cards. And there the refund gets stuck. Funny thing is that it was me who had to explain that was probably the issue.
Eventually, they listened to me and refunded to my physical card. And magically it took only 2 days for that refund to come through. Had they listened to me and dealt with it correctly from the beginning, this could have been so much simpler.
But credit to Shaheema (and I'm sure there was another lady but I'm drawing a blank on her name right now), who was the first person in 3 weeks to take the matter seriously and actually resolve the issue. And the gesture of the voucher is appreciated. While I'm not likely to use their online platform any time soon, I'll consider their physical stores in the future. To be very clear, this is purely because of how it was handled by them.
's update10 Feb 2023, 12:25
Reviewer Update
Final update. It took 18 days. A little over 3 weeks of struggle to resolve this. But I finally got my refund. To their credit, they did give me a voucher for the inconvenience. Though I won't be using their online platform again until they resolve it.
To explain where the issue came in. Woolworths isn't fully ready to run an online store and here's why. While parts of the process are fine, other parts (by their own admission) aren't ready. When they do a Dash refund, it's done manually through a card machine, not the gateway. Which is ok if you're using a physical card. But if you're using a virtual card, which you should. It falls apart. Their card machines don't know what to do with virtual cards and processes them as foreign cards. And there the refund gets stuck. Funny thing is that it was me who had to explain that was probably the issue.
Eventually, they listened to me and refunded to my physical card. And magically it took only 2 days for that refund to come through. Had they listened to me and dealt with it correctly from the beginning, this could have been so much simpler.
But credit to Shaheema (and I'm sure there was another lady but I'm drawing a blank on her name right now), who was the first person in 3 weeks to take the matter seriously and actually resolve the issue. And the gesture of the voucher is appreciated. While I'm not likely to use their online platform any time soon, I'll consider their physical stores in the future. To be very clear, this is purely because of how it was handled by them.
To explain where the issue came in. Woolworths isn't fully ready to run an online store and here's why. While parts of the process are fine, other parts (by their own admission) aren't ready. When they do a Dash refund, it's done manually through a card machine, not the gateway. Which is ok if you're using a physical card. But if you're using a virtual card, which you should. It falls apart. Their card machines don't know what to do with virtual cards and processes them as foreign cards. And there the refund gets stuck. Funny thing is that it was me who had to explain that was probably the issue.
Eventually, they listened to me and refunded to my physical card. And magically it took only 2 days for that refund to come through. Had they listened to me and dealt with it correctly from the beginning, this could have been so much simpler.
But credit to Shaheema (and I'm sure there was another lady but I'm drawing a blank on her name right now), who was the first person in 3 weeks to take the matter seriously and actually resolve the issue. And the gesture of the voucher is appreciated. While I'm not likely to use their online platform any time soon, I'll consider their physical stores in the future. To be very clear, this is purely because of how it was handled by them.