Dash Delivery Order 3BASE***5- Continued Poor Service and Lack of Follow-Up (***)

Dear Woolworths Customer Service Team,

I am writing yet again with serious frustration and disappointment following yet another unacceptable experience with your delivery service, compounded by a complete lack of follow-up and accountability.

On Sunday, I encountered deplorable service. My order was over 25 minutes late, and I received an unexpected call for “authentication,” which was unnecessary and confusing, especially given my regular ordering history with Woolworths. Despite repeated calls and emails, there has been no meaningful resolution, and I am yet to receive a satisfactory response addressing the considerable inconvenience and distress caused.

In response to my complaint, I was contacted by Promise (***), and I specifically requested a call from the manager to discuss this matter in detail. To date, I have not received any email or call from a manager, and this lack of follow-up has only exacerbated my frustration. I am a regular customer, and it is deeply disappointing to be met with silence and inaction on what I consider basic customer service expectations.

The reason I order from Dash is for the convenience it provides, as my schedule is extremely busy. However, if I must consistently follow up on deplorable service and endure added inconvenience, this entire service becomes counterproductive and warrants serious reassessment.

This incident, combined with the unprofessional behavior of your driver, has eroded my trust in Woolworths’ ability to deliver on its service promise. My elderly, unwell parents were forced to endure this poor service, with the driver neither hooting nor ringing the bell, expecting them to approach the car unassisted. This kind of service is not just inconvenient; it is wholly disrespectful.

An apology without concrete action does nothing to restore my confidence. I demand an immediate refund of the tip I left for this delivery and expect a written plan detailing how Woolworths will address and rectify such service failures moving forward. Woolworths’ reputation as a reliable service provider is on the line, and without actionable steps, an apology simply falls flat.

Please escalate this to a senior manager without further delay. I expect a direct phone call and an email addressing these points explicitly. As a frequent and loyal customer, I deserve a response that reflects the importance of this matter.