Extremely Poor Service and Misinformation at Woolworths Cavendish Square

I visited Woolworths at Cavendish Square on 28 June 2025 to purchase two reed diffusers that were advertised on promotion — buy two and receive 20% off. Before making the payment, I asked the cashier if the discount had app****. She confirmed that it had. Based on her confirmation, I proceeded to pay.

After making the payment, I checked my receipt and noticed that the discount had not been app****. I immediately informed the cashier, who then said the discount only applies if I have a Woolworths Rewards Card — something she had failed to mention earlier. I explained that I had specifically asked her about the discount prior to paying, and she assured me that it had app****.

I requested a refund, and instead of offering me a cash refund (I paid using a debit card, not credit), she processed a card reversal. When I asked how long the money would take to reflect in my account, she was evasive and unsure. She couldn’t provide a clear answer and instead referred me to another colleague, who also failed to give a proper response — giving vague estimates without confidence or clarity.

Frustrated, I attempted to make the purchase again using someone else’s rewards card, but by then I had no confidence in the service or the process, and decided to abandon the purchase altogether.

I then asked to speak to the manager, who was just as unhelpful. He offered no apology for the inconvenience or the misinformation I received. Instead, he shifted the responsibility back to me, asking if I had a rewards card on my phone. I explained that the issue was about how the cashier misinformed me and how the situation was mishandled. His response was dismissive and lacked any empathy or accountability. He simply said the cashier was not allowed to confirm how long a refund takes — again, avoiding the core issue.

At no point during this interaction did anyone apologize for the inconvenience, acknowledge the mistake, or offer a resolution. This kind of service is unacceptable from a retailer like Woolworths, which prides itself on quality and customer satisfaction. I walked away feeling disrespected, ignored, and disappointed.

I am laying this formal complaint to make it clear that what happened is not okay, and I expect Woolworths to take responsibility for poor service, misinformation, and failure to manage the situation with professionalism and care.

Sincerely, Philipine