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2 hours late on an online order
It is simply ridiculous to charge a 15 dollar delivery fee when it’s always over an hour late than estimated.
Can't even see the online Catalog
At one point on mobile I COULD actually access the catalog, unfortunately it was very slow and made my whole phone lag a bit.
At some point I must have been logged out or something, because then it started asking me for my postcode to view the catalog. But for some reason it doesnt accept it, at least it doesnt even have the option to hit 'enter' and it just sits on that screen. If I cant access the catalog on mobile, in all honesty, I just go elsewhere.
Awful Customer Service & Tracking Issues - and their annoying 'Music' Jingo Needs to Change
Lately their online tracking has been terrible.
We've not been able to use the Track My Order on Chrome and even though their tech department was informed over 3 months ago the problem is still not fixed! So we have to phone Woolworths Online to find out the progress of our order and get it that way.
Also, there are few updates on the day of delivery. Previously we would get one update the morning of the delivery followed by another an hour before the delivery window - of around 3 hours - giving us a more precise time. Lately we have not be...en receiving these at all so have to either phone up to find out the approximate time of delivery or just hope it will arrive that afternoon. Lastly, when you phone, as we have had to after items were damaged or missing completely, we've been put on hold with an approximate wait time of around 40-60 minutes and constantly this awful 'jingo' is being played incessantly the entire time. Besides that 'music' being quite horrible, and off-putting, no one should have to wait for over 40 minutes to speak to someone. With our ISP if a call is longer than around 15 minutes they give you the option of taking your number and calling you back when someone will be available. Woolworths needs to start this.
Disappointed in quality of fruit
Bag of mandarins were all old with black and mold.
Packham pears were unripe and smallest I have seen.
Apples were all pock marked and mishapen.
Other items were correct and in good condition.
Poor customer service
The online order tracking is terrible it shows no updates when an order is outside the delivery window. Orders are very often late and sometimes don't arrive at all. There is no way to tell if you are actually going to get your groceries. The online support is so bad they don't even put you in a queue, just tell you to call a number to sit on hold eternally.
Worst customer service I know of.
2nd time I have used this service, 1st time was supposed to get free delivery but was charged when I inquired they just went ahhhh to hard, this time around 10 items were not available including bread, given I pre ordered 3 days before delivery to me that's unacceptable plus items were substituted for there brands overall rating of zero
First online delivery service
I was very pleased with the delivery and choice of products especially fresh food I received in my first shopping experience. If service remains the same it will ensure I continue to buy this way. Appreciate efforts of all involved please pass this on Thank you
Worst customer service
Ordered my shopping to be delivered in my chosen time frame. So far an hour late unable to speak with a customer service rep. I have to be up in 4hrs for work and have no idea if I'll be getting any sleep. Will NEVER do Online shopping again
First time purchased online for delivery
They arrived 30 minutes early & I'm very happy with my ordered. Everything just prefect, good customer service & delivery service. The driver is very friendly.! I will gonna order more next time :-)
The reviewer stated that an incentive was offered for this review
Half the order missing
Ordered and prepaid online for 63 items. Only 31 delivered. Unable to contact them by phone. And the driver/delivery guy didn't wear a mask despite them being compulsory. Buyer beware!
TERRIBLE delivery service
Incredibly rude delivery driver who shouted at my father in law (who's suffered 2 strokes) saying he rang and rang. It's a bloody lockdown - he should have been leaving it outside the door AS I STATED in the order. Never using them again
Wrong order and no customer service
I received the wrong order. There's no online customer service, only a phone number. I've been on hold for an hour. Longer than it would have taken me to do the shopping in store.
Shameful service (ZERO stars)
Over the last 1-2 years of using Woolworths online, about half of our orders have had 1 or 2 items missing/broken, but most deliveries were within the allocated time window (at most a 30 minute delay) - so, we coped with that, no big deal. But in the last 1-2 weeks the problems have escalated to a whole new level. Two orders have now had ENTIRE BAGS MISSING on delivery (bags are numbered, easy to check - why aren't drivers checking?) not to mention significantly late (SEVERAL HOURS LATE - with no communication at all). Impossible to get through...via online chat ("[Name Removed]") or via phone to get information about expected delivery time. Also, as other reviewers have stated, during the ordering process it says that you have exceeded the 80 item limit (which we have not exceeded on any order), forcing us to remove items. Seems to me that these 'stuff ups' are only going to magnify the problem because we are all going to have to re-order items that we are forced to remove in the first place (due to the 80-item 'fault') and also when many ordered items do not arrive at all! It is not difficult to check items off a list, check number of bags delivered, provide updates about delays in delivery! Unacceptable to have this level of service at a time when everyone is so dependent on it. Woolworths - you need to get your act together. This shameful service has undone all the good you have done in the past. The most important thing you can do, if you are overwhelmed by the demand in your service right now, is to COMMUNICATE! Communication has never been easier in this digital era, so no excuse.
When my order didn't arrive I tried to ring Woolworths online to tell them. After 2 hours - yes 2 hours- hanging on and getting a busy message I finally got through! After which of course I informed them that they had just lost a Woolies online customer! This wasn't a one off either because I tried to ring again the next day and got the same "sorry we are experiencing delays" message.
They don't even deserve a star. We placed an online order and our x2 loafs of sourdough bread were missing on delivery. The number provided was an automated service which was useless. We had to call a local woolworths to get in contact with the online team. When the online team called back and we told them our bread was missing and that we are in isolation and can't shop ourselves and have no bread. They offered a refund or free delivery voucher but to use that I'd have to spend $50. It was their fault and they want us to spend more money. What a joke, so we can't even get bread. This is disgusting. Never shopping with woolworths again. A complete disgrace when people are in a bad situation.
Questions & Answers
Why do you not stock Whittaker's Dark Ghana Peppermint Chocolate? I was told it was available online. Definitely not to be found in shops around Bundaberg, and now I've looked online and there is none there either.
If I get a substituted item - after stating I don't want a substituted item - can I get a refund?
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