Embarrassing Service : Woolworths Durban North

Woolworths Durban North Fairways : Utterly Disappointing & Embarrassing Experience

I am writing to express my deep disappointment and frustration regarding an order placed with Woolworths Durban North Fairways last night, 22 January 2026, via Uber Eats.

I ordered a chocolate cake to be delivered to my mother for her birthday. I was informed that the cake was out of stock and that it would be replaced with my second choice — a 450g triple chocolate dessert. We accepted this replacement in good faith and trusted Woolworths to deliver accordingly.

What was delivered was not just incorrect — it was shocking and embarrassing.

Instead of a chocolate dessert, my mother received a small tub of hummus. This was not a case of a mixed-up delivery from another customer — the parcel was clearly marked with my name, meaning the error occurred internally at Woolworths.

I genuinely struggle to understand how a 450g triple chocolate dessert can be confused with a small tub of hummus. This points to a serious lack of care and basic quality control.

To make matters worse, the delivery arrived after 8pm, at which point no shops were open to buy a replacement. We re**** on Woolworths for something as simple and meaningful as a birthday dessert — and instead, my mother’s birthday evening was left without one.

Yes, Uber Eats refunded the order — but that is not the point. Embarrassment cannot be refunded. A ruined birthday moment cannot be undone.

What exactly is a birthday evening meant to do with hummus? What is my mother meant to do with hummus when she was expecting a dessert?

This is about basic decency, care, and professionalism — values Woolworths claims to stand for. Last night’s experience fell far below those standards.

I would like to know:

How this level of negligence occurred

What Woolworths intends to do to ensure this does not happen again

And how you plan to meaningfully acknowledge the embarrassment and disappointment caused — beyond a refund already issued by Uber Eats

I look forward to a response, as this experience has seriously shaken my trust in Woolworths