Failure to Deliver Parcel, Poor Courier Management, and Unacceptable Call Centre Conduct

I am extremely disappointed with Woolworths’ handling of my recent online order, specifically in relation to delivery failures and poor customer service linked to your appointed courier, RTT / Courier IT.

After receiving an SMS stating that the courier was unable to reach me, I immediately made numerous calls and emails to both RTT and Courier IT to resolve the issue. At no point did I receive a call, missed call, or any direct contact from the courier, despite claims made by a call centre agent (Hauz) that delivery attempts were unsuccessful.

What makes this explanation implausible is that I placed another online order after this one, which was successfully delivered to the same address within two days. This clearly demonstrates that my contact details and delivery address are correct and accessible.

My interaction with Hauz from the call centre was particularly concerning. He was unhelpful, dismissive, and displayed a gaslighting attitude, repeatedly deflecting responsibility instead of assisting with tracking the parcel or arranging redelivery. No practical steps were taken to resolve the issue, despite my repeated attempts.

I wish to emphasise that I am requesting delivery of the original parcel, not a refund. The item was the last available in stock and is now sold out, meaning a refund is not an adequate or acceptable resolution.

As a Woolworths customer, I expect a level of service consistent with your brand promise. This experience reflects poorly on Woolworths’ oversight of its logistics partners and its customer care standards.

I am requesting: • Urgent delivery of the outstanding parcel