WooliesDash- Save yourself the trauma and go in store instead

I am so appalled at the service I have received from the Woolies Dash Team.

I placed an order before 13:00 on 20/02/2023 for delivery between 13:00 and 14:00 on the same day. The only time a shopper picked up my order was after 14:00 and she shortly after confirmed that she is handing over the order to a courier for delivery. I decided to place a Woolies dash order to beat load shedding while working from home and have my groceries delivered so I could start cooking and avoid not being prepared by the time my load shedding slot hit at 18:00.

At around 16:00 I had sent an enquiry to the online IG Woolies team on my order. To which I realised at around 17:15 my order was won route to me. Only for it to show delivered however I hadn’t received my order.

Upon calling the helpline I was met with consultants who basically said “oh well” on every call. No empathy was shown for my situation. I was told what the process was and never once given a resolution. I was offered a refund which would take 3-5 days to reflect in my account with the subsequent cancellation of my order. This meant that at such a financially tough time of the month I would be without groceries and without money to head into store to purchase them.

As I’m writing this I’ve spoken to 7 consultants and only 1 made the commitment to escalate my case. Everyone else has been so process focused and not client centric at all! I expect this kind of treatment from other retailers but never Woolworths and yet here we are.

My number on the Woolies online profile was different to my number on my dash profile. And when the courier eventually arrived they were unable to reach me because they were using my old number to contact me. This fact consultants kept reminding me. That we are in fact in this situation because the number I had on my Woolworths app was incorrect. Not that a 13:00 - 14:00 order was late and only arrived at 17:45 and wasn’t delivered - but that I was wrong for having an old number on my account!

I am without groceries, without my money and still without resolution from Woolworths Dash.

Sharing my story with people has revealed that they to have had this horrible experience with WooliesDash. Someone ordered baby essentials and the order was only delivered 2 days after! I have never in all my time using the Checkers Sixty60 app experienced this. The efficiency is out of this world but Woolworths with their premium prices aren’t able to commit to Premium Service. Disappointing and infuriating!