Customer Service Failure and Outstanding Refund

I am compelled to express my dissatisfaction with Woolworths’ customer service and delivery handling following a failed online order.

I was required to reorder the same item twice, as the initial order placed on 25 December was never delivered. Despite repeated engagements, neither Woolworths customer service nor the appointed courier service has taken accountability for the failure to deliver the order or to communicate delays in a transparent and timely manner. This lack of ownership and poor coordination reflects a breakdown in basic service standards.

More concerning is that, to date, I have not received a refund for the undelivered order, despite clear evidence that the delivery did not take place. As a customer, this has resulted in unnecessary inconvenience, duplication of expenditure, and a loss of confidence in the reliability of Woolworths’ online fulfillment processes.

I formally request that the order placed on 25 December be refunded in full to the bank card originally used for payment, as the goods were never received.

Woolworths is a trusted and premium brand, and this experience falls materially short of the service quality and accountability one would reasonably expect. I trust that this matter will be resolved promptly and that internal processes will be reviewed to prevent similar occurrences in future.