Woolworths Dash – Is this really your standard of customer service?

Truly disappointed with Woolworths Dash. At this point, I have to question the standard of your customer service and the level of accountability within your delivery operation.

I placed an order yesterday around midday for a few items, including coffee, strips and rusks for my desk. I specifically noted that the order needed to be delivered before 17:00 because my ride to Durban leaves PMB at 17:50.

I waited for the driver from 17:00 until 17:50. The driver never arrived. Yet the app showed “customer not contactable” last night and, incredibly, this morning the order status had changed to “delivered.”

How does an order that was never delivered to the customer get marked as delivered?

I called your call centre and spoke to Michael Mpete, who assured me that he would expedite the refund because it was clearly an issue on Woolworths’ side. Two hours later, I called again and spoke to Zinhle. While I was trying to resolve the matter, I could hear colleagues laughing in the background.

Is this how Woolworths treats customers who are trying to resolve a problem caused by Woolworths?

I have used Woolworths services before and have never had issues like this, which makes the decline in service standards particularly disappointing. The problem is not only the failed delivery—it is the complete lack of urgency, accountability and professionalism in dealing with the customer afterwards.

A customer should not have to chase Woolworths for a refund for an order they never received, nor should they have to listen to staff laughing in the background while attempting to resolve a legitimate complaint.

Woolworths, is this genuinely the level of customer service you are prepared to accept? Because it certainly does not reflect the standard I have come to expect from your brand.

Truly disappointing.