Woolworths South Africa
reviews and complaints

GM

My complaint is about the unavailability of taste magazine at ur Milner Road Store ( round 10/07/2023 and 29/07/2023 and Woolworth Waterfront (some time in June ,dnt recall exact date )

I have since lost 2 Vouchers

I’d like to be re compensated to the value by means if a voucher

Another two taste magazine vouchers would probably expire

Manager I spoke to at Milner Road was Amina

Kind regards

Zahida Dyason

ID [protected]

[protected]@gmail.com

Goodday

I wanted to make a purchase on my woolworths card, [protected], today, 27/7/2023, when I was notified by the cashier and customer services that my card has been blocked. When I requested the reason, I was informed telephonically by the collection department that I was handed over because my card was in arrears and that my account was closed after it has been settled.

I last used my card in 2021. I have not received ANY STATEMENTS for the past few years at either my postal/street address. On 8/6/2023 I received the following sms:

MEV C COETZEE , we are unable to deliver your Woolies account statement via email. Please reply with your correct e-mail address. Reply SMS is free of charge

I then send my email address and on 10 June 2023 I received a e-statement for the amount of R105.74, which I settled fully by 12/6/2023. I also received another e-statement again on 10 July 2023 with a R0 balance.

Furthermore was I not informed by Woolworths/creditors that I was handed over for collection or that my card was blocked and my account closed?

I am very unsatisfied about this unfair ordeal, as I am a fond buyer from Woolworths on a regular basis. I feel communication on Woolworth's side was poor and that I was left out in the dark about what was going on.

Cathy Coetzee

I paid R6000.00 on my credit card account on the 29th of June 2023. Only R5756.09 was due to be paid on the 12th of July. This means I paid extra money 13 days before the due date. As from the 4th of July I realized the money i paid is not reflecting on my account, I then went to the Richardsbay branch to report the matter. since then, I have been following up online as well as at the branch, but the status quo didn't change. Yesterday I filed in the complain. My current status now is that the account is in areas and blocked yet i never missed any payment. My understanding is that the next payment is on the 11th of August 2023.

R6000.00 payment done on the 29th of June on my credit card and the account is still on overdue. I have been following up as from the 4th of July 2023 - consultants always say they are submitting the document to finance, and it will take 3 to 4 working days. Sometimes the response is somebody from finance is not at work today and also finance doesn't allocate funds over the weekend. I have been told the matter will be escalated and feedback provided and it never happened.

I have been unsuccessfully trying to get a voucher code so I could use my R300 refund. since last year. Still no joy.

See some of the emails communications below. With all of your customer service and complaints channels.

Not only is this ridiculous customer service at every level of Woolworths, but you may want to consider that when you inconvenience customers to this extent, it is actually costing me money to get my money back. My hourly rate is R500, and I estimate I've spent at least 4/5 hours between emails, phone calls, etc. So I've spent R2500 of my precious time to get back MY money. This was a refund voucher at Woollies Rosebank when I returned some items I purchased online, because they couldn't refund it to my card, even though I paid for it with my card. Can't remember why.

I had to get two voucher codes for the R370 I was due, which I waited a while to get by email and then I just couldn't use one because of a code error! This was last year for heaven's sake. See my email communications below - I can't be bothered to explain one more time.

Laura Evans

5:53 PM (10 minutes ago)

to custserv

Given that you're customer service, the fact that you can't answer a customer query is extremely concerning. Especially when it concerns a complete lack of service from one of your departments. The very least you could do is contact the Gift Card department and resolve it for me and then get back to me with a huge apology and the good news.

I am truly astonished at how disappointing this whole process has been.

Could you at the very least give me the contact details for this Gift Card department? I mean seriously. Another rabbithole to get R300.

Laura

[protected]

On Tue, Jul 11, 2023 at 3:50 PM wrote:

Good Day Laura

Thank you for your email.

Unfortunately we are unable to answer your below query.

Please email the Gift card department for further assistance.

If we can be of assistance to you in the future, please do not hesitate to contact us as follows, call us on [protected], email [protected]@woolworths.co.za or contact us online www.woolworths.co.za.

Your Reference:[protected].

Kind Regards

Chwayita Qobo

Woolworths Customer Service Centre

[protected]

[protected]@woolworths.co.za

On 11/07/2023 15:30:04, Laura Evans wrote:

Can you please give me an estimated time frame? I've gotten quite used to significant delays in replies and I'd like this resolved today or tomorrow please.

On Tue, Jul 11, 2023 at 9:52 AM wrote:

Good Day Laura

Thank you for your email.

Your complaint has been forwarded to the department dealing with gift cards, and we will send you a follow-up email.

We apologise for any inconvenience caused.

Your Reference:[protected].

Kind Regards

Chwayita Qobo

Woolworths Customer Service Centre

[protected]

[protected]@woolworths.co.za

On 10/07/2023 13:50:23, Laura Evans wrote:

Please find attached email communications I've had with your Teams.

I was given a refund voucher code that doesn't work. It's nearly a year later and they still can't get it right and have stopped responding. I also messaged a complaint/query on 28 June. It's 10 July and no reply.

PLEASE CAN SOMEONE ACTUALLY DO SOMETHING ABOUT THIS. I'm going to start changing you my hourly rate for having to spend so much time resolving something ridiculous!

Your bill so FAR: R1200

DONE!

Laura

Disclaimer

Please note: This e-mail and its contents are subject to a disclaimer which can be viewed at http://www.woolworths.co.za/disclaimer. This Disclaimer forms part of the content of this email in terms of section 11 of the Electronic Communications and Transactions Act, 25 of 2002. Should you be unable to access the link please e-mail [protected]@woolworths.co.za and a copy of the disclaimer will be e-mailed to you. NOTICE: If received in error, please destroy and notify sender. Sender does not intend to waive confidentiality or privilege. Use of this email is prohibited when received in error.

Disclaimer

Please note: This e-mail and its contents are subject to a disclaimer which can be viewed at http://www.woolworths.co.za/disclaimer. This Disclaimer forms part of the content of this email in terms of section 11 of the Electronic Communications and Transactions Act, 25 of 2002. Should you be unable to access the link please e-mail [protected]@woolworths.co.za and a copy of the disclaimer will be e-mailed to you. NOTICE: If received in error, please destroy and notify sender. Sender does not intend to waive confidentiality or privilege. Use of this email is prohibited when received in error.

Subject: Re: Contact Us

Laura Evans

Mon, Jul 10, 1:49 PM (1 day ago)

to donotreply

You are viewing an attached message. Gmail can't verify the authenticity of attached messages.

On Wed, 28 Jun 2023 at 3:19 PM, wrote:

Woolworths

W

Hi Laura clare,

Thank you for your query. We will respond as soon as possible.

Submitted Query:

Comment / Concern: I have now emailed, called and messaged on here to the Online team, and nothing. I am now messaging here as I am waiting for a refund voucher code that actually works so I can use my R300 refund from last year! I am going to start finding public platforms to complain on if I don't get a call/email/message etc. This is becoming ridiculous and I am starting to question Woollies' customer service and quality. FED UP!

In the meantime, you might find the following links useful:

Woolworths Online

Woolworths Contact Details

Woolworths Store Locator

Woolworths FAQs

My account

CONTACT US

Call Centre: [protected]

Email: [protected]@woolworths.co.za

Fax: [protected]

FOLLOW US



Woolworths (proprietary) Limited Reg No. 1956\000518\07, A registered credit provider - NCRP 51

Woolworths House 93 Longmarket Street Cape Town 8001, PO Box 680 Cape Town 8000,

Telephone +[protected]

Disclaimer

Please note: This e-mail and its contents are subject to a disclaimer which can be viewed at http://www.woolworths.co.za/disclaimer. This Disclaimer forms part of the content of this email in terms of section 11 of the Electronic Communications and Transactions Act, 25 of 2002. Should you be unable to access the link please e-mail [protected]@woolworths.co.za and a copy of the disclaimer will be e-mailed to you. NOTICE: If received in error, please destroy and notify sender. Sender does not intend to waive confidentiality or privilege. Use of this email is prohibited when received in error.

Subject: Re: Woolworths Online o882652165

Laura Evans

Thu, Jun 1, 12:05 AM

to Woolworths Online Shopping

You are viewing an attached message. Gmail can't verify the authenticity of attached messages.

Hi,

PLEASE can you process my refund card so I can use it before a year has passed!

I am extremely disappointed and frustrated that it has taken this long and this many messages to try to get my money back!

I expect a swift and satisfactory resolution and frankly I’m due an extra voucher for my extreme patience.

Laura

On Fri, 21 Apr 2023 at 12:40 PM, Laura Evans wrote:

Thank you Che, any news yet? I know you said there is a turnaround time, but I'm hoping to buy something online today.

Thanks

Laura

On Thu, Apr 20, 2023 at 11:41 AM Woolworths Online Shopping wrote:

Dear Laura

Thank you for contacting Woolworths Online.

I am so sorry that you having issues making payment for your order using you gift card received.

I have sent your information off to the IT Department and requested that they investigate this urgently.

The turnaround time for a response can take up to 48 business hours.

However, as soon as feedback is received, I will be in contact with you again.

Your incident number is WW-1913341

I do apologize for the inconvenience caused.

Kind Regards

From: Laura Evans

Sent: Wednesday, April 19, 2023 12:57 PM

To: Woolworths Online Shopping

Subject: Re: Woolworths Online o882652165

Hi Beryl,

Thanks for getting back to me. I am not on that number though. You can call me on [protected], but an email t resolve it would be better - sorry my job doesn't allow me to take many calls.

Thanks

Laura

[protected]

On Fri, Apr 14, 2023 at 2:56 PM Woolworths Online Shopping wrote:

Good day Laura

Hope this email finds you well.

I tried calling on [protected] however with no success.

Kindly provide us with a suitable time to contact your regarding your query.

Hope for your soonest response.

Kind regards

From: Laura Evans

Sent: Friday, April 14, 2023 12:06 PM

To: Laura Evans ; Woolworths Online Shopping

Subject: Re: Woolworths Online o882652165

URGENT: I've been trying to use this refund voucher for months. Please can someone resolve this ASAP!

On Thu, Apr 13, 2023 at 3:03 PM Laura Evans wrote:

HI,

This has still not been resolved. I tried using the voucher again and got this

I'd like to use my R300. Please can this be resolved ASAP.

Thanks

Laura

On Mon, Apr 3, 2023 at 10:36 AM Laura Evans wrote:

Hi,

Please find here the voucher numbers I have been trying to use online with no success.

I have called the call centre and the Reference: [protected]

Please could you advise how I can use the refund amount of R370.

Thanks

Laura (Evans)

[protected]

l

On Tue, Mar 14, 2023 at 10:43 AM Laura Evans wrote:

Woolies Voucher Gift Cards

On Tue, Jan 24, 2023 at 1:34 PM Store Online Email Support wrote:

Dear Laura Clare Evans

Your gift card details have been received and they may be found below.

This gift card can only be used online at www.woolworths.co.za and cannot be used in conjunction with another gift card for the same purchase.

Gift Card Number: [protected]

CVV Number: 818

Value of Card: R300

Gift Card Number: [protected]

CVV Number: 001

Value of Card: R70

Please do not hesitate to contact us should there be anything else we may assist you with.

Kind regards

Disclaimer

Please note: This e-mail and its contents are subject to a disclaimer which can be viewed at http://www.woolworths.co.za/disclaimer. This Disclaimer forms part of the content of this email in terms of section 11 of the Electronic Communications and Transactions Act, 25 of 2002. Should you be unable to access the link please e-mail [protected]@woolworths.co.za and a copy of the disclaimer will be e-mailed to you. NOTICE: If received in error, please destroy and notify sender. Sender does not intend to waive confidentiality or privilege. Use of this email is prohibited when received in error.

Disclaimer

Please note: This e-mail and its contents are subject to a disclaimer which can be viewed at http://www.woolworths.co.za/disclaimer. This Disclaimer forms part of the content of this email in terms of section 11 of the Electronic Communications and Transactions Act, 25 of 2002. Should you be unable to access the link please e-mail [protected]@woolworths.co.za and a copy of the disclaimer will be e-mailed to you. NOTICE: If received in error, please destroy and notify sender. Sender does not intend to waive confidentiality or privilege. Use of this email is prohibited when received in error.

Disclaimer

Please note: This e-mail and its contents are subject to a disclaimer which can be viewed at http://www.woolworths.co.za/disclaimer. This Disclaimer forms part of the content of this email in terms of section 11 of the Electronic Communications and Transactions Act, 25 of 2002. Should you be unable to access the link please e-mail [protected]@woolworths.co.za and a copy of the disclaimer will be e-mailed to you. NOTICE: If received in error, please destroy and notify sender. Sender does not intend to waive confidentiality or privilege. Use of this email is prohibited when received in error.

--

Laura Evans

The Last Word

Freelance copywriting, editing, proofreading and design

[protected]

[protected]@gmail.com or [protected]@mweb.co.za

Good day,

I hope this finds you well.

I'm writing to express my deep disappointment regarding the quality of the prepacked food that I recently purchased at your Somerset West, Sanctuary branch, on the 5th of July 2023. Woolies prize itself on the quality and freshness of its food, thus I'd like to bring this matter to your attention with the hopes that appropriate action is taken to avoid a future reoccurrence.

On the above-mentioned date, I purchased one of your pasta and prawn salads, amongst some other items, however, upon opening the package, I was shocked to find some of the prawns still had the green/black vain (intestinal tract) intact which all the wastes and toxins of the shellfish is carried, usually this is cleaned prior to cooking/preparing, and consuming may lead to health issues.

As a loyal customer of Woolies for years, the overall cleanliness, hygiene and dispatch quality standards of the brand, are being questioned. Please may I request you investigate the matter as I believe it's essential to prioritise food safety, especially on prepacked foods in order to avoid brand reputation?

Your feedback on the matter would be highly appreciated.

Regards.

W. Deysel

On 2nd June 2023.I ordered a delivery for 9-10 for over R2000. Unfortunately the driver was unable to deliver as my agent was out of office on an urgent errand (In live in Zimbabwe) . I immediately contacted customer service via email and asked if they could please reschedule my delivery. They could not and said they would issue a refund. It’s now 15 working days later, 3 weeks and I have still not received my refund despite contacting them numerous times.

On the 20/06/2023 at 14:19,I was doing my shopping at Woolworths tambotie mall,I was disgusted when the security lady started following me around every aisle,I felt uncomfortable,wondering why it is happening at the tills I asked the supervisor by the name of Shelley if it is the new process at Woolworths for security guards to follow customers around disturb them when they are doing shopping she replied by saying she does not have control of the security thinking that I am a shoplifter I was shocked by the response I got from Shelley. Woolworths must train staff about customer service supervisors and managers must stop discriminating customers

To whom it may concern,

I wanted to buy with my woolworths digital store card and they refused saying it not allowed at the store, however the same digital card they allowed me to pay my account with it. So I would like to know what y is it allowed to make a payment but not allowed to buy with it.

They asked for my ID card and I gave it to them but still refused to let me buy with it.

Regards

M. A Motlogelwa

The Woolworths personnel, namely the following members:
1) Cindy Sithole
2) Joanne tshakahuma
3) Bertha Nkou
4) Cynthia makia

Refused to sell me a box of alcohol that had not been demarcated for no sale, implying explicitly that they didn’t have enough “material” to Barr off the one isle. If they do not have enough material to do so, they must put a signage up of any sorts to do so. It is my RIGHT as a human in South Africa, black or white, to purchase this product. Your “team” of Woolworths personnel came to me in full force of agitation, and mocked me for my observation of this POOR construct of limitation of resource to purchase. I took pictures and they immediately were resentful of me doing so, completely inappropriate.

I have a RIGHT as do all South Africans, to report such absolute INCOMPETENCE and RACISM and DISREGARD for customer service. They did not acknowledge they made a fault and continued to defiantly decline sale of purchase. Provide me with PROOF of customer service and employee rights, and I will accept. But this DISREGARD for human RESPECT is NOT Tolerated. I demand an apology.

I phoned woolworths on the 9/5/2023 requesting a settlement letter but I was told that the account was no longer with them it has been sold to nimble group. I phoned nimble group but they told me they dont have any details to them they probably mentioned a wrong group

Im stuck now and yet I want to pay the account but the is no direction , I have just contacted woolworths again the Lady told me he has requested the recovery group to assist .

I find this very unprofessional for someone who want to settle an account to be referred from person to another without a solution.

Dear all,

I made an online purchase on 09 April 2023 and only realized that it will only be delivered the next day. I then cancelled the order and made numerous attempts to get the money back by sending emails to their online customer center and tried phoning them without success.

I eventually ran out of options when trying to call customer service and online customer service because the menu options are not working.

This is unacceptable, can someone please sort this out.

Woolworths has put me through hell for almost a month now. I’ve paid my account on time and their consultant recorded my payment as a refund. Next thing I’m getting an sms stating that I did not pay my account. I called them immediately. They said I should go back to the store I paid at and it will be resolved. I went there and I spent 2hrs the supervisor of the store trying to help me but my issue wasn’t solved. We called the customer service and they said they would email TransUnion to change that I didn’t pay on time as I had paid on time. Woolworths is treating me like I’m the one at fault but they’re the ones who are at fault and I’ve been very polite with them. Today I received a call again from their call centre telling me I promised to pay my account and whatnot. By then I was beyond annoyed as I have been explaining this incident for almost 20 times.

Woolworths always claim to prioritise their customer service yet they’ve failed me dismally. I’m so disappointed and upset. I’ve worked so hard to keep my credit record up to date for them to mess it up like this. I pay insurance for my account. If I couldn’t afford to pay my account I would’ve claimed from it. I genuinely don’t know what is this you’re doing.

Woolworths has been running Cash Back Rewards, which mean, if you spend R1000 you receive a voucher of R300. I have entered this twice, both times I qualified, as we used our woolworths credit card, and met all the conditions. Yes, we are unable to actually get this voucher, which should have been placed on the woolworths app. It does not matter how many people I speak to in Customer Service, Nothing happens, apart from them saying they will escalate this! Why should we have these cards, pay a monthly service fee of R57 like Religion, yet when we want our vouchers, we have to fight and waste everyones time?

On the 19 April, my granddaughter and I rushed in to Woolworths to purchase a onesy (pyjamas). Upon our arrival home, my daughter pointed out that it was the wrong size. A size 5 and she needed a size 8. We, then put the onesy back into the shopping bag without even fitting it.

On Sunday, 23 April 2023. My granddaughter and I returned the onesy to exchange it for the size 8. The assistant asked if the child had worn the onesy since the mask was soiled. I explained the above situation. A manager was called who informed me that for the exchange to happen, they would remove the face mask and staple it onto the returned onesy and give us the soiled one. I was emphatic again. The item was not worn at all. She then proceeded to ramble through their return policy and how they do not use staples at all. when I pointed out that she had just said that they would staple the mask onto the returned item. She then called her superior.

The Senior Manager then arrived regurgitating the same policy story.

My concern

1. Discrepancy in the scrutiny of items when sold and returned.
Ensure that the same thoroughness is followed.

2. If your policy is not to use staples, then why would the manager say that they would staple the mask onto the returned item.

3. I paid with my debit card. Before my refund was given I had to produce my debit card. So, obviously I was under the impression that the refund would be paid into my account.

4. No, the refund was paid to me in cash. All small notes r20 and r10.

5. Obviously, it was evident, that your staff undermined me and my integrity as a person. I just have to wonder, is it because I am coloured.

6. Yes, that is correct. Your staff is extremely racist.

7. My absolutely worst of all was, the manner in which they upset my grandchild. She even said to the first manager I spoke to. 'excuse me, I did not wear the onesy, it was not my size' even that did not phase your staff. In fact they could have cared less.

8. My granddaughter was crying and obviously upset. And, that was the most infuriating part of your staff. They thought that it was a joke.

Please be rest assured, that I will explore every possible avenue to hold woolworths accountable for the emotional trauma my granddaughter suffered.

Late last year i had purchased a boot on the end of year sale, i went to customer services acquiring assistance because the boot was gathering water from the sole. They said that they would take picture and send them to a technologist. I am not impressed with the services provided by Woolworths especially Unathi mcenjana and Cheron from table bay store customer services is very important as the company sloagn so im surprised this is how a customer is treated and thay have the audacity to be giving out attitude as a customer that purchases there all time.

Yesterday Date:20/02/2023 (between 2:30 pm and 3 pm) I had an unpleasant encounter with 2 ladies at your store, one is a customer who found me shopping in the 75% sales area (sneakers to be exact) and she's 7 months pregnant by the looks of things and offered me the items at a lesser price from a lady (Named Zandi who works at Woolworth's). Zandi even followed her to meet me as if they've been watching me for a while.

"Nomsa" doesn't have a name badge therefore I assume she doesn't work at Woolworth's but Zandi on the other hand has a name tag and is in Woolworth's black uniform with a name tag but unfortunately I didn't have a look at the name to confirm is her name is "Nomsa", anyway long story shot: They both offered me the sneakers at a much lower price than the R310.00 that I already saw them at inside the shop and they said we could meet outside, so I said yes, "Nomsa" and I left the shop and waited on the benches, Zandi came out the back where the deliveries are received and said okay, give me what you got and I'll give them to you. I RAN AWAY AND LOOKED BACK. I guess the numbers they gave me are incorrect because I have tried phoning them to no avail ([protected], [protected]) but the one number does go through on whats app, just there's no communication at the moment. You can have a look at the camera's and check out the numbers, I'll kindly assist with identifying them if need be.

This is the email I sent today

Good day

I am a Woolworths customer for years as my mon has been therefore I am. U never havd any complaints but tye service my husband received last week was so terrible in the cape town branch on Thursday. My mom bought my husband a shirt and pants. As a present.. Unfortunately it was not really my husband style as he is more into chinos... I advise him to go on his lunch break and change it or if they can put the credit on a gift card as prior I did it before. and my mom did not give a slip but I ddnt thought it woud b a problem as I do not want the money... firstly they said they cant change it as they did not stock it and he need to go to waterfront.. And then I asked to speak to a supervisor, my husvand calles me to speak rather. and she said if he need to change it it must be to the worth of the exchange R1100... But my husband did not have alot of time to look and I told him I would go buy something the next day they shoukd just credit it. They refused and I spoke to the supervisor again where I said do different Woolworth has different rules.. By this time my husband embarrassed already as he said the cashiers were looking at him and he just wanted to leave.. After I spoke to the supervisor again as he do not like to complain and told her to leave everything give him the item back and I will write an email to customer service and I asked her name. Immediately she credit the items on a gift card which why ddnt u just assist him in the firts place... So now he is at a new job he got his first warning for late coming... And he do not want ever go to the cape town store as he was sembarrassed... I was so disappointed as all of this could have been avoided. I know im just 1 person not important at all but u just lost me... My husband advised me to write to Hello Peter as he is stating mabe he looked like a gangster and that dont sit right with hin as he felt judged.

Regards

Rochelle Okkers

‪[protected]‬

I bought the boerewors at Vincent Park East London SA, and I buy this wors frequently, as it is really the tastiest wors in our city, but I thought that at previous times we barbequed it, that the extremely tough casing was due to freezing the wors before I used it! That has proved to not be the cause! I have taken pictures of the casing that is totally inedible! I do hope you obtain a better supplier!

Dear Woolworths,

I am unhappy with the service I am receiving. I've been a customer since 2014. Woolworths' insurance, I submitted all the documents to them for claims. The last email I rece3for them, they are waiting for a letter from my company. They don't respond to my follow-up e. Mails. I am not happy with the service.
The EDC are busy calling me and my credit score dropped as well.
Please advise what is the way forward.
I played my part with sending all the documents, how long should I wait to receive the best customer service 🙄