Woolworths I am extremely disappointed !!!

I am extremely disappointed with my recent online shopping experience with Woolworths.

I purchased a pair of Crocs online while the item was listed as available. My order was accepted, processed, and payment was taken. Based on this, I had every reason to believe that the item was available and that Woolworths would fulfil the order.

Unfortunately, when my order arrived, I was delivered a completely different pair of shoes from the ones I had ordered.

After reporting the issue, I spent several days trying to resolve the matter directly with Woolworths. During this process, I received conflicting information. At one point, I even received communication indicating that the product was being shipped, only to later be informed that the item was actually out of stock.

I repeatedly explained that I did not want a refund and that my preferred resolution was to receive the Crocs I had ordered. I advised Woolworths that I would even accept the same model in a different colour if the original colour was unavailable.

Despite this, I was ultimately informed that no stock was available and that a refund would be processed. My disappointment is not about the value of the item. It is about the principle of the matter. Woolworths accepted my order, delivered the wrong item due to an error during fulfilment, and then informed me that the item could not be supp****. As a customer, I do not believe it is unreasonable to expect that an accepted order should be fulfilled, particularly when the issue arose through no fault of my own.

I have been a loyal Woolworths customer for many years now, do my shopping with them on a monthly basis and al sways mention them on my TikTok lunch videos. This experience has fallen well below the standard of service I have come to expect from a company of Woolworths' size and reputation.

What is particularly frustrating is that I placed this order well in advance because the shoes were intended for my son's birthday. Despite planning ahead, I have been left without the product due to errors that occurred after my order was accepted.

I made every effort to resolve this matter directly with Woolworths before considering a public complaint. Unfortunately, I feel that my concerns and preferred resolution were not meaningfully considered, and I was effectively directed towards accepting a refund that I repeatedly advised was not my preferred outcome.

I hope Woolworths reviews its online stock management and order fulfilment processes so that other customers do not have a similar experience.