Unhappy customer

Good evening,

My name is Palesa and this morning I placed an order for Woolworths groceries through your app as a first-time user. I made the order this morning with the expectation of receiving my groceries immediately. However, I later discovered that my order will only be delivered tomorrow between 10 am and 1 pm. My concern is that I planned to cook with these groceries on Sunday and to prepare my lunch for tomorrow.

I visited the nearest Woolies, which is at Deinfern, and was informed that my order was actually placed at Mall of Africa. I asked the gentleman assisting me over the phone if it was possible for me to pick up my groceries from the mall instead. Unfortunately, I was told that this was not possible because the online department had already closed for the day. The only options given to me were to purchase groceries again or to wait until tomorrow.

Due to work commitments during weekdays, I explained to the assistant that I will not be available tomorrow. I cannot afford to buy groceries again as I do not have extra money lying around, and unfortunately, the store was unable to offer any further assistance.

As a result, I had to cancel my order. Now I find myself without my planned Sunday meal, and it seems that my refund will only be processed in 7 to 14 days. Please advise me on what I am supposed to do in the meantime. I have to go to work tomorrow without lunch prepared for Sunday or for tomorrow.

I am disappointed that your customer service agent could not find a compromise with me.