Woollies Crawl

I placed a Woollies ‘dash’ order at 4.23pm on Saturday for delivery between 5pm – 6pm. I received confirmation that the order was in progress at 5.19, after having received the shopper updates wrt substitutes etc. at 5.11pm, concluding that my last item had been packed at 5.16. My frustration rising at 5.45 due to there being a tub of ice cream having been left standing, with no word regarding delivery. I phoned the call center at 5.53pm to ask if my order had been dispatched & I was put on hold for 8 minutes when I eventually hung up. I tried calling back twice but there was a queue, probably because people were being put on hold indefinitely. Third time I got through at 6.07 and the same person answered with no apology or explanation and told me that my order had been dispatched at 6.08. I told him it was 6.08. He had no comment. I asked why it was only being dispatched at that time if the order was booked between 5pm & 6pm and confirmed to be packed at 5.16, he told me it was now with a driver. I asked him to please escalate this as an issue and to let me know the reference number, he told me to send an email. When the driver arrived at 6.20pm I asked him how long ago he had picked up the package & he told me 15 minutes ago and explained that the store was very busy. As expected, my ice-cream was melted and ruined. The children were fast asleep by the time it froze and previously melted ice cream is never the same.

Unclear why there was even a delay considering I received confirmation that my order had been packed an hour before it left the store? Woollies should not advertise ‘dash’ delivery if it isn’t possible. There wasn’t even acknowledgement of delayed delivery. I've emailed this to *** and not received any response.