Complaint Regarding Poor Service and Product Quality

Complaint Regarding Poor Service and Product Quality Dear Woolworths Team,

I am writing to express my disappointment with the service and product experience I recently encountered. On two separate occasions, I purchased Astoria Prosecco through Woolies Dash, with the most recent purchase intended for a special New Year’s celebration. Unfortunately, when we opened the bottle, there was no “pop” or bubbles, rendering the product flat and unsuitable for the occasion.

This was the second time I experienced the same issue with Astoria Prosecco. Naturally, I decided to return the product to your Lillies Quarters Woolworths Food store, where I encountered further issues with service. I was met by the manager, Michelle, whose response was far from helpful. Instead of resolving the matter, I was questioned about my receipt and told to go to the Woolworths at Hillcrest Corner because Lillies Quarters does not handle Woolies Dash returns. This felt like an attempt to dismiss my concern rather than address it.

After I insisted on resolving the matter there, Michelle reluctantly assisted me. As the original Astoria Prosecco was out of stock, I had to take the Astoria LUXURY instead and was made to pay an additional R30 for the price difference. I also requested two bottles as compensation for the inconvenience and the possibility of another faulty product, but my request was denied outright.

This entire experience has been deeply frustrating and far below the level of service I have come to expect from Woolworths. Not only was I inconvenienced on multiple levels, but the handling of my concern felt dismissive and unempathetic.

I hope Woolworths takes this feedback seriously and ensures better product quality and improved customer service moving forward. I would appreciate it if you could address this matter and provide a resolution.

Thank you for your attention. I look forward to your response.

Sincerely, Chantal van den Berg ***