Woolworths shopper shares shock at third delivery fail

·News Reporter
·4-min read

A Woolworths customer has hit out at the retailer online, calling out a recurring issue with the grocer’s delivery service

The Melbourne resident recently addressed a post to Woolworths’ Facebook page highlighting the issue. 

“Third time you’ve delivered to the wrong address,” the post read. Accompanying the post is a photograph showing a full shop of groceries. 

But the woman wasn't the one who ordered the shopping – she has been receiving someone else's groceries.

The photo shows more than a dozen bags full of goods which are sitting on what appears to be a doorstep, as well as large packs of toilet paper and paper towels. 

A dozen grocery bags on the ground outside a door. Source: Facebook
The customer was unaware that the groceries had been dropped at her door. Source: Facebook

A Woolworths representative responded to the woman’s post, apologising for the incident, before requesting that she send them a private message. 

“We understand how frustrating it would be, and this is now the third time that this has happened,” the representative wrote. 

The online community has been vocal about problems with the retailer’s delivery service, following claims of non Covid-compliant drivers and cancelled and failed orders

Customer’s frustration over common mishap 

The customer, who did not wish to be identified, told Yahoo News Australia that this was the third instance of her receiving someone else’s groceries.

She said that in previous instances, she had been able to flag down the driver and inform them of the mistake, but this time was different. 

“It was the weekend, and I didn’t know what to do,” she said. “The driver left it in front of my house with no notice.” 

The woman said she called Woolworths but initially had trouble resolving the issue. 

“There is no receipt in the bag, only a little sticker,” she said. “The hold times are so long.” 

“I gave Woolworths all the information I could, but they couldn’t track the customer who ordered them,” she said. 

Woolworths’ online assistant, "Olive" tells customers that if they receive extra items in their order, they’re allowed to keep them

“As it’s our mistake, you’re welcome to keep, donate, or discard them, free of charge,” it says. 

Upon receiving the same information from a representative on the phone, the woman said she donated some of the groceries. 

“I gave some to the neighbours,” she said. 

The woman said she doesn't blame Woolworths for the incident. 

“We should blame the drivers - they should check the address and leave some information or code to check if this happens to others.” 

Woolworths’s response to delivery mishaps 

A Woolworths spokesperson said that they spoke with the customer directly to resolve the issue.

"Our drivers deliver hundreds of thousands of online orders around the country every week," the spokesperson said.

Woolworths logo is seen displayed on a smartphone and a pc screen. Source: Getty Images
Orders will be packed by Woolworths personal shoppers and given to Uber Eats delivery partners to deliver. Source: Getty Images

"While we work hard to make sure every order is delivered correctly, human errors can happen from time to time and we regret the mix-up on this occasion.

"We have been in contact with this customer to resolve the issue and are looking into the delivery to understand how this happened."

Woolworths announces Uber Eats partnership

Woolworths has also recently announced its partnership with Uber and Uber Eats to streamline delivery and respond to increased demand, amid stay at home orders across the country

Through the Uber Eats app customers will be able to order fresh produce and hundreds of household staples which will be delivered within 60 minutes via the service. 

An Uber Eats delivery driver walks out of a Woolworths Metro store. Source: Woolworths
Woolworths has partnered with Uber Eats to cut down on delivery times. Source: Woolworths

From August 30, a dozen Woolworths locations will become visible on the Uber Eats app across Sydney and Melbourne, with a view to expand to other locations.

The initial stores involved in the Uber Eats partnership are: Balaclava, Hadfield and Hawthorn in Melbourne; and Bondi, Maroubra Beach, Padstow, Erskineville, Pyrmont, Randwick, Redfern, Rose Bay and Rozelle in Sydney.

Woolworths intends to expand this partnership on a national scale by early 2022.

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