SHOCKINGLY BAD SERVICE FROM WOOLWORTHS ONLINE

Unacceptable BAD service from Woolworths Online!! WoW! How shocking!!.....One would NOT expect this...especially not from a retailer like Woolworths who claims to "MAKE A DIFFERENCE".

Online shopping with Woolworths turns out to be a 'nightmare' when one wants to cancel an order. We heard this from other customers and decided to put it to the test ourselves... and yes, you've guessed right...we experienced the worst ever support and service.

Here's what happened... We've ordered a few food items on their website. When we've checked out, one of the items were not added to the order. Apparently they were out of stock at their choice of 'picking point'. This items was not indicated though as NOT being added to the card at check out. We've realised that when we received the Invoice/Notification of order. We decided to cancel the order in total, literally an hour or so after the order has been placed and it was still showing a status of 'Processing' on their site.

We first tried emailing them...NO response at all. Then we opened a query on the their website...We received an acknowledgement of them saying they did receive the query...however NO response or action on the request to cancel. We then tried phoning them on the number they provide incase a customer has an urgent issue....Well, after holding the line for almost 15 minutes, we just got disconnected, without even speaking to any person. We've tried again and again we were put on hold for almost 20 minutes...where after we decided to rather disconnect the call. We've then sent emails to every single email address we could find, even to a specific person in their delivery department, which we have an email address of. Once again...NO acknowledgement or action taken at all to cancel the order. Three days later...we get a call from a Woolworths delivery driver who wants to know at which address he must deliver the order....So clearly NO ONE even saw or looked at our urgent request to cancel the order .

We wrote another bunch of emails to the different email addresses and also logged another query on their Website. Yet again...NO ONE got back to us.

Two days again...we received an email saying that they received an email and will send it to the relevant department to make contact with us. Still...the issue has not been solved and still we haven't received any confirmation that they will cancel the order.

Now...one can say...'Shame it is Christmas...one should have some consideration and patience with them', right? NO....wrong...they are rendering a service over a time where they make millions and they have staff who CHOSE to work over this time to make the experience with online orders, acceptable and easy for their customers. So unfortunately that is not an excuse and also certainly not acceptable and people should be aware of this before getting in to a frustrating situation over bad service and orders that can't be cancelled. Customers do NOT need this standard of service...especially from a retailer like Woolworths who is not the cheapest retailer in the market and who claims that they 'Make a Difference'. The only difference they've made, was giving a customer frustration over a festive time when they actually do need service with a difference and not a service with no communication or acting on cancellation requests. Maybe they should just update their website and put an option there where customers CAN cancel an order while it still shows as 'processing' on their system...especially when a cancellation request is done within an hour or so after the order has been placed.

Every person has the right to choose who they want to buy from and that is fair. We just won't ever again go through such a frustrating experience with Woolworths again...meaning we would rather support other online retailers who have proved themselves with regards to online shopping and similar issues.

Have a great 2021.