Incorrect Delivery & Refund Delays

I am writing to formally lodge a complaint regarding my recent online order [Order Number], placed on 26th March 2025, which was due for delivery on 29th March 2025.

1. Incorrect Delivery Address & Failed Attempt at Delivery On the scheduled delivery date, I was contacted by the courier, who informed me they were outside for delivery. Unfortunately, I was not at home at the time. I instructed the courier to leave the package with a neighbor, but the courier then asked for clarification on which neighbor. After further discussion, the courier indicated they were in Virginia, Kensington, Durban, which is an incorrect location and far from my actual delivery address.

I did not receive any prior communication regarding an address issue from Woolworths, nor was I informed that the delivery could potentially be made to the wrong location. This error has led to significant inconvenience.

2. Failure to Resolve the Issue Since the initial delivery issue, I have lodged multiple complaints and spoken with several customer service representatives. While I understand that the consultants I spoke to have limited scope for resolution, the lack of any clear or effective follow-up has been highly frustrating. It has now been almost three weeks since the original delivery attempt, and I have still not received my package or a refund.

I was told I would need to wait for the package to be returned to the warehouse before any further action could be taken. This is completely unacceptable, as the error was not on my part but on Woolworths’, and it has caused undue inconvenience.

3. Request for Immediate Resolution I am requesting the following:

A full refund for the total amount of my order.

Immediate action to resolve the delivery issue—either by re-delivering the correct items or by processing my refund without further delay.

It is deeply concerning that a company of Woolworths’ reputation has failed to address this issue with the urgency and professionalism expected. As a loyal customer, I am disappointed that this matter has been left unresolved for such an extended period.

4. Further Action If I do not receive a satisfactory response within [X] business days, I will be compelled to escalate this matter to the Consumer Goods and Services Ombud and pursue other available channels to resolve the dispute.

I look forward to your prompt attention and a swift resolution to this matter.