Woolies 'Dash' App Awful - Stick to Checkers Sixty60

Think twice before wasting your time with Woolies Dash. I regret trying them out, and only did so out of professional curiosity as I work in e-commerce.

I placed a small order (5 items) at 10:48am on Thursday 24 December. The delivery slot they assigned me was noon to 1pm that day. By 1.30pm I was getting concerned and started trying to contact them. I was leaving the delivery address at 2pm, and tried to get in touch several times by phone and email. No reply.

I had to leave and still hadn't heard anything. At 2.47pm they sent me an email telling me 2 out of 5 items were out of stock. Nothing about delivery. I emailed again, no response.

Later on I emailed Sheena George, the Online Shopping Call Centre Manager, who had helped me once before with an online order query. She quickly rep**** and apologised, and also forwarded the feedback to the Dash team.

On Monday morning I emailed Dash again, asking them to get back to me ASAP about refunding me. I also mentioned to Sheena that they still hadn't rep****. She must have prompted them, as I got a reply to the email I sent her, from Mfundo Nxele who is the Customer Support Team Lead for Woolies Dash. He didn't seem to have the full picture of my order, as he seemed to think the problem was merely that I'd struggled to communicate with them. He asked for my number and I sent it. I asked him to read my previous emails before calling. He said he would do so and then give me a call.

Over an hour later he hadn't called. I emailed him and Sheena again. Poor Sheena once again prompted him and he called. He listened and apologised, though he still didn't seem to have the full picture as he was surprised that I had never received my order... At the end of the call he offered me a R1000 Woolworths voucher, and said he would email me the voucher later.

Later though, he called to say my order was too small for a R1000 voucher so he was now offering a R500 voucher. I said he shouldn't have promised something without being sure. He said he would send the R500 voucher via email right away and take up the other R500 with his boss to see if they could honour his promise.

Then this morning, I got a note saying that my query had been resolved and they hoped that I was happy with the outcome. I received no voucher at all.

Honestly I give up. I use Checkers Sixty60 several times a week and will keep doing so. I'm not sure why I bothered trying Dash. At the time I placed my order, their Play Store App Rating was already a dismal 1.7 stars with many unhappy customers, now a few days later it's dropped further to 1.4 stars.

A huge thanks, incidentally, to Sheena, who has tried her best to assist even though this isn't even really her area.