Complaint Regarding almost Expired Bread and Poor Customer Service

I am writing to formally express my disappointment regarding a recent experience I had at your OR Tambo branch.

On March 26, 2025, I purchased a loaf of whole wheat bread from your store. Upon arriving home, I noticed that the best-before date was March 27, 2025. Since I had already left the store, I planned to return the bread the following day to exchange it. However, due to rushing out in the morning, I unfortunately forgot to bring it with me.

At 10:45 AM on March 28, 2025, I called your OR Tambo branch, which is where I bought the bread from and spoke to an employee named Mandla to inquire whether I could still return the bread. He initially stated that he was unsure and placed me on hold to ask a colleague. Upon returning, he informed me that Bongani Khumalo had stated I could not return the bread and that if I did not want it, I should have brought it back the same day I brought it.

I explained to him that I only noticed the date when I got home, and since I stay in Katlehong, it was not practical for me to return all the way to OR Tambo (which is my place of work) just to exchange a loaf of bread. Expecting a customer to make such an unnecessary trip for an issue that was not their fault is both unreasonable and disappointing.

As a loyal customer, I do not believe I should be penalised for a product being sold with an unreasonably short shelf life. I expected better customer service and a more understanding approach to handling such situations.

I would appreciate your feedback on this matter and clarity on your return policy regarding food items that are sold with such a short shelf life. Additionally, I would like to know what steps Woolworths will take to ensure better customer service in such cases moving.