Disgusting Woolworths Customer Service

I am writing to express my extreme disappointment with the level of service I have received from Woolworths regarding my Click & Collect order placed on 26 August 2026.

I have always regarded Woolworths as a premium retailer that prides itself on excellent customer service and professionalism. Unfortunately, my recent experience has been completely contrary to those expectations.

Due to unforeseen circumstances, I was unable to collect my order earlier. When I checked the Woolworths app, I noticed that the order status showed as “Collected”, despite the fact that I had never collected the order.

I went to the store to enquire about the order and collect it, only to be informed that the order had already been sent back. At no stage did I receive any notification advising me that the order would be returned, nor have I received my refund.

This is extremely concerning. The order had already been paid for and prepared/kept for collection. It was not an order that was simply placed on hold without payment. I therefore expect Woolworths to be able to account for what happened to my paid order and, most importantly, to process my refund without further unnecessary delays.

I contacted the Woolworths helpline today and was advised that the refund would only be initiated once the customer contacts Woolworths and the warehouse confirms the return.

I find this process unacceptable. Why should a customer have to contact Woolworths to request a refund for an order that Woolworths has chosen to return?There should be a clear and proactive communication process in place when an order is returned, particularly where the customer has already paid for the goods.

What is even more disappointing to me is not only the fact that my order was returned, but the complete lack of communication and customer service throughout the process. Had I not checked the app and gone to the store myself, I would have had no idea what had happened to my order or my money.

I have used and supported Woolworths for many years and have always considered it a company that sets a high standard for customer service. Unfortunately, this experience has left me feeling extremely let down and, frankly, disgusted by the way this matter has been handled.

Other retailers offering Click & Collect services have far more professional processes. Woolworths should seriously reconsider its procedures and communication in situations such as this.