Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Woolworths Retail South Africa presents a customer experience profile dominated by breakdowns in follow through rather than in-store friendliness. Customers consistently report that complaints logged by email or call centre are acknowledged, given a reference number, then closed without resolution. Product freshness lapses, undelivered Dash and courier orders, drawn out refunds and a newly introduced store card monthly fee are recurring themes across every scoring area.
Top Strengths:
- •Customer Service & Support: Customer Service and Support (1.5) is the highest scoring theme largely because of named individuals. Customers repeatedly single out cashiers, team leaders and beauty consultants by name for warmth and initiative, even while describing head office and call centre channels as unreachable and unaccountable.
TrustIndex
2
NPS Score
-72
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About Woolworths Retail South Africa
What do customers say about Woolworths Retail South Africa?
Based on recent customer reviews, Woolworths Retail South Africa presents a customer experience profile dominated by breakdowns in follow through rather than in-store friendliness. Customers consistently report that complaints logged by email or call centre are acknowledged, given a reference number, then closed without resolution. Product freshness lapses, undelivered Dash and courier orders, drawn out refunds and a newly introduced store card monthly fee are recurring themes across every scoring area.
What is Woolworths Retail South Africa's biggest strength?
Woolworths Retail South Africa's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Support. Customer Service and Support (1.5) is the highest scoring theme largely because of named individuals. Customers repeatedly single out cashiers, team leaders and beauty consultants by name for warmth and initiative, even while describing head office and call centre channels as unreachable and unaccountable.
What are the most common complaints about Woolworths Retail South Africa?
The most common complaint about Woolworths Retail South Africa, based on Hellopeter's AI analysis of recent customer reviews, is Refunds, Returns & Consumer Rights. Refunds, Returns and Consumer Rights (1.1) is a persistent friction point. Customers describe dispatch note requirements blocking valid online returns, refund timelines of seven to fourteen working days that lapse, and promised compensation vouchers sent to outdated numbers or never issued at all.
Is Woolworths Retail South Africa trustworthy?
Woolworths Retail South Africa has a TrustIndex of 2 out of 10 on Hellopeter, based on 1,182 reviews in the last 12 months. Hellopeter has tracked Woolworths Retail South Africa across 17,269 total reviews. How is the TrustIndex calculated? →
Recent reviews (1,182)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Dec 2013
Poor customer service at Woolies after buying inferior quality
I bought a bottle of grapefruit juice at Woolworths Southdowns (Centurion) on Friday 23 October 2026. The "sell by" date was 23 October 2026, and the "use by" data was Monday 26 October 2026. On Sunday 25 October 2026, I opened the bottled (stored in the fridge) and upon pouring, it is clear that the juice has started fermenting in the bottle as there was excessive gas bubbles present. This is a non-carbonated juice. On inspection, I could see bubbles in the bottle rising from the bottom. I took the bottle back to WW Southdowns, and spoke to the manager on duty, Tshepo. His responses was that he could not exchange the bottle, as the condition on the back of the receipt clearly says it cannot be exchanged after the "sell by" date. I bought another bottle, and there was none of that mentioned condition on the back of the receipt. I called Tshepo again, and after reading the back of the receipt, he admitted that his previous feedback was incorrect. He still maintained that he is not going to exchange the bottle, because the sell by date has passed. I highlighted that is was still withing the use by date, and only opened on 25 Oct. He refused to exchange. Why then print a "use buy" date if the product is going to go bad on the "sell by" date? Shame on Woolworths Southdowns. All you had to do was to exchange your poor quality product. Shame, shame, shame.
1 reviews | Active since Dec 2013
Poor customer service at Woolies after buying inferior quality
I bought a bottle of grapefruit juice at Woolworths Southdowns (Centurion) on Friday 23 October 2026. The "sell by" date was 23 October 2026, and the "use by" data was Monday 26 October 2026. On Sunday 25 October 2026, I opened the bottled (stored in the fridge) and upon pouring, it is clear that the juice has started fermenting in the bottle as there was excessive gas bubbles present. This is a non-carbonated juice. On inspection, I could see bubbles in the bottle rising from the bottom. I took the bottle back to WW Southdowns, and spoke to the manager on duty, Tshepo. His responses was that he could not exchange the bottle, as the condition on the back of the receipt clearly says it cannot be exchanged after the "sell by" date. I bought another bottle, and there was none of that mentioned condition on the back of the receipt. I called Tshepo again, and after reading the back of the receipt, he admitted that his previous feedback was incorrect. He still maintained that he is not going to exchange the bottle, because the sell by date has passed. I highlighted that is was still withing the use by date, and only opened on 25 Oct. He refused to exchange. Why then print a "use buy" date if the product is going to go bad on the "sell by" date? Shame on Woolworths Southdowns. All you had to do was to exchange your poor quality product. Shame, shame, shame.
1 reviews | Active since May 2023
Bad service from wollies dash
I ordered wollies dash for 4-5 delivery from wollies little falls.Driver claims they arrived.Did not see the driver and no one communicated that my things have been returned to the shop.Called call centre and they promised to call back and never did.Now I have to call again and again with my airtyme and everytime they are following on my order.
1 reviews | Active since May 2023
Bad service from wollies dash
I ordered wollies dash for 4-5 delivery from wollies little falls.Driver claims they arrived.Did not see the driver and no one communicated that my things have been returned to the shop.Called call centre and they promised to call back and never did.Now I have to call again and again with my airtyme and everytime they are following on my order.
1 reviews | Active since Dec 2023
Woolworths ********* behavior - stall to payout my money
Woolworths stalling to pay out my refund of R12,500.00. *** confirmed they have refunded Woolworths but they choose to ignore and stall paying out my refund.
1 reviews | Active since Nov 2020
HORRIBLE CUSTOMER SERVICE FROM SHOPPER AND DRIVER
I am so disappointed in the Woolworths Dash service Mall of Africa. Yesterday, October 21st. The shopper failed to let me know that one product was out of stock. They literally sent a message after they've finished the order and headed over to the driver. I live in the North, and there's NEVER , I NEVER been a time where a shopper wouldn't let me know if the product is out of stock. I send an email to Woolworths abd they could do was give a step by step tutorial of how to use the App. The audacity of that, I've literally been using the App since the Woolworths Dash started, I know very well how to use it. (Order: ***/One Cart Order Id: ***) Today (22 OCTOBER), a driver, who has a very accurate address and directions to where I am, literally stocked so far away from him and he parked there. I had to walk to go get my order and he was absolutely HORRIBLE when i asked him why he didn't follow the GPS, it also looked like he was delivering another order which spoofed me to walk down to further away from my home (the listed address on my App). He also marked the parcels as delivered, making me think that he has delivered my parcels to that house. (ORDER NUMBER ***) The driver's name is Prince Sola. I spend so much at Woolworths and the whole Dash system is meant to make shopping convenient for customers but TWO DAYS in a row I'm experiencing such atrocious behaviour from it's staff.
1 reviews | Active since Nov 2020
HORRIBLE CUSTOMER SERVICE FROM SHOPPER AND DRIVER
I am so disappointed in the Woolworths Dash service Mall of Africa. Yesterday, October 21st. The shopper failed to let me know that one product was out of stock. They literally sent a message after they've finished the order and headed over to the driver. I live in the North, and there's NEVER , I NEVER been a time where a shopper wouldn't let me know if the product is out of stock. I send an email to Woolworths abd they could do was give a step by step tutorial of how to use the App. The audacity of that, I've literally been using the App since the Woolworths Dash started, I know very well how to use it. (Order: ***/One Cart Order Id: ***) Today (22 OCTOBER), a driver, who has a very accurate address and directions to where I am, literally stocked so far away from him and he parked there. I had to walk to go get my order and he was absolutely HORRIBLE when i asked him why he didn't follow the GPS, it also looked like he was delivering another order which spoofed me to walk down to further away from my home (the listed address on my App). He also marked the parcels as delivered, making me think that he has delivered my parcels to that house. (ORDER NUMBER ***) The driver's name is Prince Sola. I spend so much at Woolworths and the whole Dash system is meant to make shopping convenient for customers but TWO DAYS in a row I'm experiencing such atrocious behaviour from it's staff.
1 reviews | Active since Oct 2026
Refused exchange
Sent my baby sister to buy me Amaasi yesterday, she bought 500g when I actually wanted a 2l so I went back to exchange it and the manager refused because it was warm and it wasn't even warm. I stay literally 5 min away from the shopping center
1 reviews | Active since Oct 2026
Refused exchange
Sent my baby sister to buy me Amaasi yesterday, she bought 500g when I actually wanted a 2l so I went back to exchange it and the manager refused because it was warm and it wasn't even warm. I stay literally 5 min away from the shopping center
1 reviews | Active since Dec 2021
Very Disappointed with Product Availability at Woolworths The Promenade, Mitchell's Plain
I am extremely disappointed with Woolworths' product availability at The Promenade store in Mitchell's Plain. Woolworths has recently launched exciting new products, including the new pretzel range and various new chip flavours and variants, yet hardly any of these items are available on the shelves at this store, to mention just a few examples. Woolworths, please ensure that your newly launched products are made available across all stores, including those in Mitchell's Plain. It is frustrating to see new products being introduced, only to find that you cannot purchase them at your local store. What is the point of having a Woolworths Store Card and being a loyal customer if I cannot enjoy the latest products you offer without having to travel much further to another Woolworths branch? Come on, Woolworths! Customers in Mitchell's Plain deserve access to your new product ranges too. Please improve your stock availability and ensure that all stores receive these products so that every customer has the opportunity to enjoy them.
1 reviews | Active since Dec 2021
Very Disappointed with Product Availability at Woolworths The Promenade, Mitchell's Plain
I am extremely disappointed with Woolworths' product availability at The Promenade store in Mitchell's Plain. Woolworths has recently launched exciting new products, including the new pretzel range and various new chip flavours and variants, yet hardly any of these items are available on the shelves at this store, to mention just a few examples. Woolworths, please ensure that your newly launched products are made available across all stores, including those in Mitchell's Plain. It is frustrating to see new products being introduced, only to find that you cannot purchase them at your local store. What is the point of having a Woolworths Store Card and being a loyal customer if I cannot enjoy the latest products you offer without having to travel much further to another Woolworths branch? Come on, Woolworths! Customers in Mitchell's Plain deserve access to your new product ranges too. Please improve your stock availability and ensure that all stores receive these products so that every customer has the opportunity to enjoy them.
1 reviews | Active since Feb 2025
Poor service
Woolworths online is a terrible terrible company its services and customer care is weak as we ordered online for our baby girl but the order has yet to arrive it has been 1 week past the delivery date im truely dissapointed
1 reviews | Active since Feb 2025
Poor service
Woolworths online is a terrible terrible company its services and customer care is weak as we ordered online for our baby girl but the order has yet to arrive it has been 1 week past the delivery date im truely dissapointed
1 reviews | Active since Oct 2026
WOOLWORTHS THE WEDGE
My friend and I went to Woolies at The Wedge and were assisted by a cashier named Charity. The cashier was xenophobic towards my friend because she does not speak Sepedi. Even after one of the workers there clearly explained that my friend does not speak Sepedi, Charity continued to look at her funny and it became a joke to them. They were rude and went on to say that, "Oh, this one is a black lady who speaks English," as if that is a problem, making a joke of her in front of everybody at the tills.None of the Woolworths staff reprimanded her for saying the at Woolworths the wedge.
1 reviews | Active since Oct 2026
WOOLWORTHS THE WEDGE
My friend and I went to Woolies at The Wedge and were assisted by a cashier named Charity. The cashier was xenophobic towards my friend because she does not speak Sepedi. Even after one of the workers there clearly explained that my friend does not speak Sepedi, Charity continued to look at her funny and it became a joke to them. They were rude and went on to say that, "Oh, this one is a black lady who speaks English," as if that is a problem, making a joke of her in front of everybody at the tills.None of the Woolworths staff reprimanded her for saying the at Woolworths the wedge.