DO NOT order overnight shipping from Woolworths for a special event. I ordered a duffel bag from Woolworths online on 28 October and paid extra for overnight delivery because it was meant to be a birthday gift needed by the 30th. On 29 October, I received an SMS saying: “Your order will be delivered before 5pm on 29-Oct.” By 4:15pm there was no delivery. I called Woolworths and was told my parcel was “out for delivery.” I called again at 5pm and was told the same thing , but shockingly, the agent admitted that they have no contact with the courier. How do you hand over customer parcels to a courier you can’t even reach?! I stayed at work an extra hour waiting for this parcel that never came. At 17:45 I called again, got a new tracking number from a different agent, and discovered the parcel was with Skynet Worldwide Express, who were already closed by then. The next morning (30 Oct), I called again and was told something completely different: apparently, the item wasn’t even being sent to me, it was being moved from one warehouse to a store first! So Woolworths knew they couldn’t fulfil overnight delivery, but they still took my payment and sent me an SMS promising delivery by 5pm! Now they’re saying the parcel will arrive on 31 October — two days after the order. Their “solution”? A R75 delivery refund. What use is that do me? They can't charge me for a service you did not provide anyway. What about my time, stress, phone calls and extra money I now have to spend buying another gift because cancelling the order and getting a refund takes 3-5 working days. This was misleading, poorly handled, and a complete waste of time. The lack of communication from both Woolworths and the courier is shocking. I expected better from a brand that prides itself on service.
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Woolworths Holdings Limited is a South Africa-based multinational retail company that owns the South African retail chain Woolworths, and Australian retailers David Jones and Country Road Group.
