Formal Complaint: Poor Product Quality and Unacceptable Customer Service

I am extremely disappointed with the service I received from Woolworths regarding a defective clothing item purchased in December 2025. The item’s stitching started coming apart, so I returned it to my nearest store for an exchange. Instead of assistance, I was met with rudeness. The staff member simply told me to go back to the original branch where I bought it and walked away without helping. When I raised my concern, I was made to wait 27 minutes with no proper resolution. It gets worse.

While waiting, I called Woolworths head office. The consultant I spoke to was dismissive and unprofessional. When I asked what happens if an item was bought in another province, I was told I should either “fly to that province” or “accept the loss,” and then the call was ended abruptly. This is unacceptable. Customers should not be treated this way, especially when returning a faulty product. Woolworths is known for quality and service, but this experience reflects the complete opposite.

I hope this matter is taken seriously and addressed urgently.