Formal Complaint Regarding Late Online Food Delivery and Damaged Items : Reference WW-412796-M2C6S0 / Order o***

Dear Woolworths Customer Service,

I wish to lodge a formal complaint regarding the unacceptable service I received with my online food delivery order scheduled for delivery today between 07:00 and 09:00.

At 09:50, after my order was already nearly an hour late, I phoned the online department to report the delay. I was informed that there had allegedly been a vehicle breakdown, but I was assured that my order would be delivered right away.

At 10:50, having still not received my order, I contacted the online department again and was promised that the delivery would arrive before 12:00.

At 12:15, with no delivery received and no communication from Woolworths, I phoned for a third time. I was placed on hold for a manager who was apparently unavailable. A lady later called me back and transferred me to a manager at Walmer Park at approximately 12:23. He promised to call me back with feedback regarding my order, but by 13:25 I had still received no courtesy call or update from him.

My order was eventually delivered after 13:00 — more than four hours after the original delivery window.

To make matters worse, some of the items delivered were damaged. The butternut spice box was wet, and the fruit was damaged and soaked in water. See photo

I find this level of service extremely disappointing, especially considering the amount of time I spent repeatedly following up myself without receiving proper communication or customer care from your staff at Walmer Park.

I request:

An explanation for the poor handling of my order, Feedback regarding the damaged items delivered, Appropriate compensation or refund for the inconvenience and damaged goods,

Assurance that this matter will be addressed to prevent similar service failures in future.

I look forward to your urgent response.