Do not buy from Woolworths Online! THEY EAT ON THE ITEMS ORDERED!

I have ordered an ice-cream log from Woolworths online on 13/02/2019. It arrived the following day around 12pm, the ice-cream's box was upside down and was opened by someone had eaten a huge chunk out of the ice-cream log! I discovered this as I was packing the items away. I immediately contacted the Online department and spoke to Joyce who requested that I email her the photo of the eaten on ice-cream, which I did. Joyce advised me that I would receive a replacement for the ice-cream the same day between 2pm & 5pm. Around 5pm I called again to inquire if the replacement is still on it's way, I spoke to Janine who confirmed on Joyce's behalf that it would be delivered the following day, Friday, 15/02/2019 between 2pm & 5pm. I have sent numerous emails to ********** to confirm WHEN it will be delivered and to date I have not received any proper feedback. It is a week later and I have not received NOTHING.

I think it is just utterly disgusting the way Woolworths' staff to eat on the client's food and it is just Poor customer service to not respond to emails or give the client a courtesy call. It is not nice being a customer left in the dark and having to be told different stories every time when I have to call in and follow-up. It is the store's responsibility to keep your clients updated with the correct information and the correct proceedings, why do I have to call in or email all the time. I need to know what is happening as I need to plan my day and make sure that someone will be available when the replacement arrives. To be honest, I don't think the replacement will arrive.

I will escalate the matter to the Consumer Goods & Services Ombudsman for further investigation.