Woolworths Online ignores customers and closes cases without resolving them

I am extremely disappointed and honestly shocked at the level of service I’ve received from Woolworths Online.

I reported a damaged item on 12 November and even attached clear photos. Woolworths ignored me completely for almost two weeks and only responded on 23 November with a case number. Then, on 30 November, I received an email saying the case had been “resolved” (Ref: WW-108750-K8S9C7) — yet nothing was actually done and nobody contacted me to explain how it was supposedly resolved.

On the same day, 30 November, I rep**** directly to their email asking how this matter was resolved, because nothing was done on their side. It is now almost two weeks later, and I still have zero response, zero update, and zero accountability from anyone at Woolworths.

This is completely unacceptable.

To make matters worse, the damaged item was suit pants for our wedding — something time-sensitive and important. Woolworths’ lack of communication put me under unnecessary and avoidable pressure while I had to hope another pair would still be available and arrive in time.

What frustrates me even more is the clear pattern: Woolworths closes cases without resolving them, doesn’t reply to follow-ups, and leaves customers to chase them endlessly. It genuinely seems like the only time they respond is when customers publicly shame them online. If they continue ignoring me, I will be doing exactly that.

This is not the service anyone expects from a brand like Woolworths, and I hope they take accountability instead of pretending issues are “resolved” when they are not.