Poor Customer Service at Woolworths N1 City

I am writing to express my disappointment regarding the poor service I received at your N1 City branch on the 5th of December 2025, while attempting to exchange an item from an online order I had received on the 3rd of December.

Upon arrival, I approached the till to exchange an item for a different size. The cashier (Wentzel D) informed me that authorization was required and called a staff member named Brunilda. Unfortunately, her approach was unpleasant and rude from the outset she did not greet us and immediately questioned the reason for the exchange in a rude tone. We chose not to respond to her manner, but she continued to engage in a back-and-forth with Wentzel before walking away without resolving the matter.

Wentzel then informed me that I would need to pay a price difference, despite the fact that I was merely exchanging sizes and the items were priced identically. When I queried this, citing your published policy which clearly states that exchanges are permitted within 60 days of purchase, Wentzel called Brunilda again. She returned with the same dismissive attitude and stated there was nothing she could do. When my husband respectfully pointed out her unprofessional demeanor, she walked off again, muttering that she would call someone. After a long wait, she returned, processed something at the till, and left without a word.

This experience left me feeling deeply disrespected. As loyal customers who choose to support Woolworths, we expect to be treated with courtesy and professionalism. I urge you to address this matter seriously and ensure that your staff, particularly those in supervisory roles, are equipped with the necessary customer service training to uphold the standards your brand is known for.