Why are you ignoring your customers? You are damaging your brand.

I have lodged a complaint on Hello Peter last week regarding the service I have been receiving from Woolworths regarding my online order which was not delivered. All I want if for Woolworths to pay back the money for the online purchase which I did not receive, "apparently" the reason for this is that the truck that was supposed to deliver my order was hijacked. I am dissapointed about not receiving my order, but have made peace with it. What is annoying me now is that Woolworths is ignoring my requests and do not bother to update me. Even taking the time to right this complaint, is an inconvenience for me.

Going through some of the complaints and comments about Woolworths on HelloPeter makes me wonder whether Woolworths cares about its brand’s reputation or not. Does Woolworths really know the importance of building and maintaining a positive brand? Clearly, the comments I am reading on HelloPeter shows the opposite. If Woolworths knows the importance of building a strong brand, it wouldn’t have complaints that are still outstanding since early August 2017. What is even worse is that Woolworths does not even bother to respond to the complaints of its customers - some of which have been loyal to the brand for years.

Hearing a customer saying "No response since 21st August 2017 – today is 5th September 2017", "No feedback Received", and "Woolworths Online Nightmare", lives a sour and bad taste in any potential customer’s mouth, and is definitely worrying to their current customers – who are probably wondering when is this bad service going to affect them. Perhaps it is currently affecting them and they do not know how to deal or handle this. Woolworths is one of the leading retailers and it is probably aware of this fact. For this reason, Woolworths is comfortable with who it is and how it runs its business. But, the question that Woolworths should ask itself at this point in time, is - How long will it sustain its business for if it continues with this kind of reputation?

@Woolworths let me educate you in case you did not know or you have forgotten. A good reputation leads to more customers and further business growth, whereas on the other hand, a bad reputation will DEFINITELY damage your brand – sometimes beyond repair. This is what other big companies have already experienced and had to close doors/business.

Is Woolworths prepared to take this risk, losing its loyal customers and its business?

@Woolworths do not ignore your customers complaints, hear their voices, and do something about it.