Woolworths online- Missing Refund and *****ulent Gift Card Redemption

In December 2025, while visiting Cape Town, I purchased two perfumes via the Woolworths app as a personal gift. Unfortunately, the app did not provide an estimated delivery date prior to payment. After completing the purchase, I was informed that the delivery date would be 5 January 2026. As I was scheduled to return to Johannesburg on 28 December 2025, I immediately contacted the Woolworths store in Kenilworth, Cape Town, where the order was to be delivered, to request assistance.

I was advised to allow the order to expire and that I would be refunded thereafter. The order was delivered to the collection point, and I waited for it to expire on the app, which it eventually did.

On 22 January 2026, I received a call from Woolworths informing me that I had not collected my order and asking whether I would prefer a refund. I confirmed that I would. I was then informed that, since I had used Payflex as my payment method, the refund would be issued in the form of a gift voucher. I was asked whether I preferred the voucher via SMS or email, and I selected SMS. I was told that it would be sent within three days.

After waiting without receiving the voucher, I began following up almost daily via telephone and email. I was subsequently informed that the refund would only be processed once the order had been returned to the warehouse. I was later told that the order was missing and that no refund could be issued until it was received at the warehouse.

In mid-February 2026, I was informed that a voucher had been sent to me. When I advised that I had not received it, Woolworths responded with an apology and stated that the gift card had in fact not been sent. On 24 February 2026, I finally received a gift card via email.

I then travelled to Mall of Africa to redeem the voucher. However, when staff attempted to process it, the voucher reflected as invalid. I was unable to make my purchase and was advised to follow up via email.

On 1 March 2026, I received an email stating the following:

* The gift card was loaded on 23 January 2026 with an amount of R3,765.00. * The full amount was redeemed on 18 February 2026 at the Broadacres store. * The card balance is currently R0.00.

I have never visited the Broadacres store and did not authorise any redemption of this gift card. At the time the card was allegedly redeemed (18 February 2026), I had not yet even received the gift card details, which were only sent to me on 24 February 2026.

This situation raises serious concerns regarding internal processes, security, and possible *****. I have spent months following up on this matter, without resolution, and I am now left without either the purchased items or my refund of R3,765.00.

I respectfully request the following:

1. A full investigation into the unauthorised redemption of the gift card. 2. Written confirmation of how and by whom the gift card was redeemed. 3. Immediate reimbur*****t of the full amount of R3,765.00. 4. A clear explanation of how this situation occurred and what corrective measures will be implemented.

This amount is significant to me, and the prolonged delays, misinformation, and lack of resolution have caused considerable distress and inconvenience.