Sandra of Irene Mall to the rescue

I would’ve given 1 if it had not been for Sandra and Karabo who fixed everything and changed it to a 5.

The joke is on me for continuing to order from Woolies Dash Irene Mall branch when they just cannot get an order right. I always tick the “speak to shopper for substitutes” and I always use the chatbox to ask to please remember to ask me about substitutions because they just can’t get it right (changes yoghurt for chocolate, beef for chicken and so on).

After not ordering again for a long time I decided to try again today. And again I select the “speak to shopper” and again I ask Tshepiso to please CONFIRM substitutions with me and not just select without asking. But again my order arrives wrong with a substitute I did not agree to and did not want. And I don’t understand why you would change the product I selected to a whole different flavour when the same flavour I chose is there in other sizes? Again, if not sure, ASK like I asked you to do.

Even though I have complained about this via FB dm, email etc. these Dash shoppers just don’t seem to get it right. I phoned the store and the Dash manager wasn’t available. They kept putting me through to their cell phone which went to voicemail.

Sandra from Irene Mall WW was extremely helpful and immediately tried to rectify this even though Dash doesn’t seem to be her section. She went the extra mile in actually tracking down the item I had ordered and sent Karabo to swap it with the incorrect one sent. Not sure why Tshepiso couldn’t find it, but even so, leave it then and give my money back instead of sending substitutes that are not the same. The shoppers really need training to learn what suitable substitutions could be. Or again, ASK THE CUSTOMER (especially when the customer repeatedly asks you to CONFIRM).

Thank you Sandra for your patience and help and for turning this around. You are a gem and even though this was no fault of yours, you really went above and beyond. The Dash staff can learn a thing or two from you. Thank you.