Woolworths sent me a previously used and returned product as new

I am absolutely appalled by this experience with Woolworths Online.

I ordered two products. The eye cream was fine, but the L’Oréal Age Perfect Golden Age cream had clearly been opened and used.

The packaging was shabby, but far more concerning was what I found inside. The product contained another customer’s name and a till slip dated 14 March 2023, indicating that this appears to have been a previously returned product. The cream itself had clearly been used.

I immediately contacted Woolworths Customer Services and provided details of what had happened. I was told the matter had been escalated for investigation. Several days later, I am still waiting for a proper response or resolution.

This is not simply a complaint about damaged packaging. It raises serious concerns about Woolworths’ quality-control and returns processes. How can a product that has clearly been opened and used, and still contains another customer’s information and an old till slip, be sent out to another customer as a new product?

I am extremely disappointed. I expect Woolworths to investigate this properly, explain how this happened, and provide an appropriate resolution.

Order number: ***