SHOCKING CUSTOMER SERVICE; NO QUALITY CONTROL & EXPIRED SELL BY DATE PRODUCTS SOLD BY WOOLIES & DELIVERED BY WOOLIES DASH

Woolies Dash you have an exceptionally bad attitude and a shocking way of dealing with loyal customers. Additionally, you do not know the meaning of online shopping or how it operates, do you? Allow me to enlighten you as to how it works. People buy items online for the convenience of not having to venture out to the store. It therefore negates the whole purpose of online shopping when your help desk dares to tell me to go into the customer service department section in Lifestyle Woolies, Ballito, where the items were shopped, to sort the issue out myself!!! How rude and unprofessional!!! As part of my order (no ***), your shopper chose two bars of cashew nut brittle but failed to notice the discrepancy in size between the two bars. I'm not sure how as it was very obvious and could be clearly seen through the packaging that one of the bars was about half the size of the other bar. The smaller bar weighed 30.3g less than the other bar. Now bearing in mind the full weight of the bar is only 80g, this is rather concerning, never mind shocking! Definitely something wrong with your quality control Woolies, your shopper's eyesight or perhaps both? I sent photographs of the two products in question which depicted the weight issues. Including packaging, one item weighed 103.2g and the other weighed 71.9g. These photographs were sent with my initial feedback on the order. Now while this is not a big issue at all, it has become one, purely because of the way Woolies Dash has handled this. You ask for feedback on the order and the items delivered and when this is provided to you, you send your usual automated response and then proceed to ignore the issue for a week after which I have to then chase up the correspondence. Zingisa Maso then responds and says she has forwarded my complaint to the fulfillment team and someone will contact me. I then receive an email from Leah Langerveld who passes the buck to the customer services team as this is a quality control issue she says. I then receive an email from Joyce Ntabeni who addresses me by the name of Leah. She is either confused, can’t read or isn’t paying attention as she too, like her colleague Leah, suggests to pass me back to the customer services team. The only problem is she’s addressing Leah and not me. Goodness me!!!! We are getting nowhere fast, are we???? Janine Schilder from your customer service centre then responds and has this to say.....

Good Day Ali Thank you for your e-mail. It is not our intention to distress our customers, on the contrary, we aim to provide the best possible service and to build lasting relationships. Negative customer experiences allow us the opportunity to reflect on our existing processes and evaluate what remedial steps may be required to mitigate the possibility of similar failures in the future. Rendering quality service to our customers is of utmost importance to us and we trust that your future dealings with us will proceed smoothly and efficiently. Kind Regards Janine Schilder

Janine sweetie – you have not sorted out this issue. And if this is indicative of your best possible service levels then you need to go back to the drawing board, because this is laughable. Furthermore, it’s pointless to write all this warm fuzzy PR stuff in an email to me when you don’t practise what you preach.

In a separate order (no ***) that I ordered on Sunday, 3 March, your shopper chose a container of Fresh Ayrshire Bocconcini Mozzarella cheese that was one day past the sell-by date. It should have been sold by 2 March! Instead, it was still on the shelf on 3 March, shoved into my basket and I had no option but to use it by yesterday otherwise it would have gone off. I must say, this is a recurrent problem with Woolies Dash. Your shoppers are always putting the oldest product into the Dash deliveries. I will never, ever make use of your delivery service ever again. I am a very regular Dash shopper, not to mention Woolies shopper. Sunday's order was the last order you will ever receive from me!

I have to tell you, if ever there is a problem with Pick 'n Pay or Checkers 60, which is extremely rare, there is always prompt and friendly service. A credit is passed to the wallet and the communication is incredibly slick, professional and friendly.

Can't say the same for Woolies Dash!!!