Missing Items and Non-delivery

I've lost patience with Woolworths. The past three times that I've ordered groceries, the person calling for substitutions has not communicated ALL out-of-stock items to me, thus, robbing me of the opportunity to order replacement items and leaving me expecting everything else to arrive as ordered. It is very unpleasant and extremely irritating to do the substitution call and then still have items not arrive because they're out of stock. Why bother offering substitution calls if they are inefficient? The past two times that I've been called for substitutions, I've even told the person on the phone that I'm having trouble with this issue and are they 100% CERTAIN that they've communicated everything to me. They both promised me repeatedly that they had told me everything and all other items would arrive. Every time, this is not the truth.

Then, last week, my order arrived and one item (veggie burgers) was simply missing. On top of the out-of-stock items that were not communicated to me AGAIN. I'd ordered rolls for the burgers and they were planned for Sabbat dinner on the Saturday. By the time the groceries finally arrived on Friday, it was almost sunset and thus, when I discovered the veggie burgers were missing, there was insufficient time left to plan and prep something else for Sabbat dinner. To you it may simply be one missing item - to me, it messed with preparations relating to my beliefs and that is incredibly disrespectful!

I was (stupidly) hopeful that maybe Woolworths would still do right by me and asked a non-religious relative staying with me at the time to use my email account to contact Woolworths on Saturday morning and report the problem. No response until Sunday when someone from Customer Care called to ask if they could have them delivered that afternoon. That was not possible as we had a prior engagement and could not guarantee anyone would be home to receive it. I asked for it to be delivered on Monday (11/04/2022) and I was ASSURED it would be. Meaning, as well, that the rolls would probably still be fresh enough for the much-looked-forward-to veggie burger dinner.

The burgers did not arrive on Monday.

I received a Customer Care call in the early afternoon to ask if they'd been delivered yet and I let them know that they had not been. The CC agent then said she'd phone the driver to find out why and that maybe they'd be delivered the next day instead. I told her that the next day would not be possible because no one would be available and that I expected them to be delivered that Monday, as promised. She tried to make excuses and kept saying maybe another day. I cannot believe that I still have to actually explain to people that I don't get paid to just sit around watching my gate in case, maybe, perhaps, by some miracle, a business decides to randomly deliver an item that day! An item THEY messed up. I have my own business and I am extremely busy. I ordered my groceries online and schedule the delivery day specifically because that is when I know I can be available to receive the order. That does not mean I am available all day every day and can simply drop everything in my own life when Woolworths decides to deliver an item they charged me for and never delivered. It is utterly ridiculous that this attitude still persists in this country. Am I the only person who works instead of watching their gate all day?!?

Needless to say, the burgers did not arrive on Monday, as I was repeatedly promised. The rolls had to be eaten as they were already getting stale and I don't believe in wasting food when there are so many hungry people in the world. Nor did they arrive on Tuesday or Wednesday.

And here we are... 4pm on Thursday (14/04/2022), one day short of a week since they were supposed to be delivered, and we STILL don't have those veggie burgers!!!

Does Woolworths charge all their customers for items that never arrive?