Woolworths chicken with tumour-like growth and unacceptable customer service

Complaint: Woolworths chicken with tumour-like growth and unacceptable customer service

I am extremely disappointed with Woolworths and the way my complaint has been handled.

On 3 August 2026, I contacted Woolworths Customer Service after purchasing a free-range whole chicken for my baby. When I got home and started cutting and portioning the chicken, I noticed what appeared to be tumour-like/growth masses on both sides near the drumstick/quarter joint. I immediately stopped preparing the chicken and kept it refrigerated. I also took photographs and made them available to Woolworths.

I subsequently spoke to Woolworths and submitted the photographs on 7 August.

On 17 August, Woolworths responded and confirmed that the matter had been sent to their supplier for investigation. Woolworths stated:

“They agree that this does not meet the specification and steps have been taken for closer monitoring.”

This is extremely concerning to me. This was chicken purchased specifically for my baby, and I trusted Woolworths’ reputation and food-quality standards.

I responded on 17 August, explaining that I was dissatisfied with the outcome and that a R100 gift card was not an adequate resolution, considering the nature of the complaint, the inconvenience caused and the concern over what I had found in food intended for my child.

My customer reference is *** and correspondence number CL492919.

I have received absolutely no response since 17 August. I find this unacceptable. If Woolworths has acknowledged that the product did not meet specification, I expect a proper explanation of what was found, what corrective action was taken, and a reasonable resolution to my complaint—not simply a R100 gift card and then silence.

There is also another customer-service issue I feel needs to be highlighted. On another matter involving a payment that was only two days late, I received approximately 15 missed calls from Woolworths. I found this excessive and, given the frequency of the calls, it felt more like harassment than reasonable customer communication. It is difficult to understand how Woolworths can be so persistent when chasing a payment, yet when a customer raises a serious food-quality complaint, there can be weeks of silence.

I would like Woolworths to:

1. Provide a proper written outcome of the investigation into the chicken. 2. Explain exactly what was identified and why the product was allowed to reach the customer if it did not meet specification. 3. Explain what corrective action has been taken with the supplier. 4. Reconsider the compensation offered, given the seriousness of the matter and the inconvenience caused. 5. Explain why my follow-up complaint has been ignored since 17 August. 6. Review the excessive number of calls made to me regarding a payment that was only two days late.

I am posting this publicly because I have already attempted to resolve the matter directly with Woolworths and have received no meaningful follow-up.

Woolworths, I expect this complaint to be escalated and properly addressed.