BAD CUSTOMER SERVICE

Dear Woolworths Customer Care, I am writing to formally lodge a complaint regarding the service I received at Woolworths Nina Park. I recently purchased nappies at the store and later returned them for a refund. When I requested the refund, I was informed that the money would only be paid back into my account after two business days because I had paid by card and not cash. What I found extremely disappointing is that I had sufficient funds in my bank account and could withdraw money at any time. My concern, which was not adequately addressed, is why a refund should inconvenience the customer by making them wait two days, when the payment itself was processed immediately. As a customer, it feels unfair that I must “suffer and wait” when the error or return is on the transaction side and not mine. More concerning than the policy itself was the attitude of the staff. The cashier, Raselomane M, and her supervisor showed no signs of remorse or empathy. Instead, they were dismissive and made no effort to explain the situation respectfully or acknowledge my frustration. As someone who shops at Woolworths every week, I expected far better customer care. This experience was upsetting and disappointing, and it does not reflect the level of service I have come to expect from Woolworths. I am genuinely saddened by how this situation was handled. I trust that this complaint will be taken seriously and that appropriate steps will be taken to improve both staff attitude and the way refund situations are communicated and handled in store.