Paid for Express Delivery, Received Nothing – Completely Unacceptable Service

I am extremely dissatisfied with the level of service received from Woolworths South Africa regarding order O***.

I paid for an express delivery service, with delivery due on Thursday, 30 March. As of today, Monday, 4 May, I have received no delivery and no meaningful communication regarding the status of my order.

This situation is completely unacceptable and reflects a serious failure in both your operational processes and customer service. Your decision to partner with LMS Logistics appears to have resulted in a breakdown of accountability, where neither Woolworths nor your delivery partner can provide updates or take responsibility.

From a legal standpoint, this constitutes a breach of your obligations under the Consumer Protection Act 68 of 2008. Specifically:

Section 19 requires that goods be delivered on the agreed date and time, or within a reasonable time. Section 54 entitles the consumer to timely performance and completion of services, and to a remedy where this standard is not met.

At present, I have paid for both goods and delivery services that have not been rendered, which raises serious concerns about compliance with consumer rights and fair business practices.

Furthermore, being told that I must wait up to 60 working days for a refund is entirely unreasonable and does not align with the principles of fair, timely redress as outlined in the Act.

I expect the following to be addressed as a matter of urgency:

Immediate confirmation of the status of my order Either delivery within a clearly defined and honoured timeframe, or A full refund processed without unreasonable delay

Should this matter not be resolved promptly, I will have no option but to escalate it to the National Consumer Commission for further investigation.

This experience has significantly impacted my trust in Woolworths, and unless resolved urgently, I will reconsider any future purchases.