Had an issue with Milkrun? Get a real response.
How to submit a complaint with Milkrun
Milkrun (owned by Woolworths Group) offers in-app chat, phone, and email channels for complaints about missing items, delivery problems, and product quality. Here is how to complain to Milkrun through each method.
In-App Live Chat
- Open the Milkrun app and go to your Account page, then tap the live chat option.
- Available 7 AM to 9 PM AEST, 7 days a week.
- This is the fastest way to report Milkrun missing items or damaged products right after delivery.
Phone Support
- Call 1300 092 577 (Monday to Sunday, 9 AM to 9 PM AEST).
- Ask for a case number or written confirmation that your Milkrun complaint has been logged.
- This is the Milkrun complaint contact number for speaking directly with an agent.
- Send your complaint to help@milkrun.com with your order number, a description of the issue, and photos of any damaged or incorrect items.
- Email creates a written record, which is useful if you need to escalate later.
- Include "Formal Complaint" in the subject line for serious issues.
Milkrun Website
- Visit the Milkrun FAQ page for guidance on common issues and to access the support section.
When you contact Milkrun customer service via chat or phone, an agent will assess your issue during the initial conversation. Straightforward problems like missing or damaged items are often resolved on the spot.
- Refund timeline: Refunds for unavailable products or cancelled orders are processed within 3-5 business days to the original payment method.
- Fresh or Free Guarantee: Milkrun will refund the value paid or provide a voucher for any fresh food you are unsatisfied with, under the Woolworths Fresh or Free Guarantee.
- No change-of-mind refunds: Milkrun does not offer refunds for change of mind.
- Resolution types: Full or partial refunds, store credit or voucher codes, or replacement items on a future order.
- Response delays: Multiple reviews report that actual responses can take well over 24 hours despite automated messages promising faster turnaround. The in-app chat may disconnect if you leave the app or your phone locks, requiring you to rejoin the queue.
For detailed refund eligibility and steps, see Milkrun's refund process.
Common complaints against Milkrun
Based on reviews across Trustpilot (1.9 out of 5 stars) and ProductReview (1.6 out of 5 stars, 87% negative), these are the most frequent Milkrun complaints in Australia.
Missing and Incorrect Items
- The most common Milkrun grocery delivery issue. Customers regularly report items missing from orders, receiving incorrect products, and unauthorised substitutions.
- Some customers report that half their order did not arrive.
Delivery Delays and Problems
- Orders frequently arrive significantly later than estimated, with some customers reporting 2 to 2.5 hour waits despite sub-hour estimates.
- Deliveries to wrong addresses and drivers not following delivery instructions are also reported.
Product Quality and Food Safety
- Perishable items consistently arrive close to or past their use-by dates.
- Customers report receiving mouldy produce, expired items, and poor packing (such as raw meat packed alongside fresh produce without separation).
Inflated Pricing
- Milkrun prices are often significantly higher than in-store Woolworths prices, sometimes by up to 40%.
- Items marketed as discounted have been reported to still cost more than standard in-store pricing.
Poor Customer Service and Refund Difficulties
- Reviews describe Milkrun customer service as unresponsive, with copy-pasted, bot-like answers.
- Customers report being offered expiring discount codes instead of refunds, being accused of lying about missing items, and difficulty finding out how to escalate a complaint with Milkrun.
Milkrun complaints submitted through Ajust
How other consumers Milkrun complaints got resolved
Inflated Pricing on Discounted Items
A customer compared Milkrun app prices to in-store Woolworths costs and found items marked as "50% off" were actually at full price or higher. Cat treats listed at $4.95 on the app cost $3.50 in-store. The customer received no resolution and switched to ordering directly from Woolworths.
- Tip: Compare Milkrun prices with Woolworths in-store or online prices before ordering, especially on items marketed as discounted.
Failed Delivery on a $95 Order
A customer's $95 order was cancelled mid-delivery after the driver spent an hour driving around Sydney. After multiple complaint calls and conflicting information, the customer eventually received both a voucher and a full Milkrun refund.
- Tip: Persist with follow-up calls, ask for a case number, and request a refund to your original payment method rather than accepting a voucher.
Missing Items and Refund Refusal
A customer experienced multiple missing items across several orders. Milkrun refused a refund and offered only an expiring discount code. The customer was also accused of lying about the missing items.
- Tip: Photograph your delivery immediately on arrival and keep all order confirmation emails to support your claim.
If the initial complaint process does not resolve your Milkrun delivery problems or refund issues, follow these escalation steps.
Request a Manager
- When speaking with a frontline agent, explicitly ask for your complaint to be escalated to a manager or supervisor.
- Note that some customers report agents claiming no further escalation is available.
Send a Formal Written Complaint
- Email help@milkrun.com with "Formal Complaint" in the subject line.
- Include your order number, a timeline of events, previous interactions, and the specific resolution you are seeking.
- Request a written response and a case reference number.
Escalate to Woolworths
- Since Milkrun is owned by Woolworths Group, you can escalate unresolved Milkrun Woolworths complaints directly to the parent company.
- Call Woolworths Customer Service on 1300 767 969 or use the Woolworths online contact page.
Lodge a Regulatory Complaint
- If internal escalation fails, proceed to external regulatory bodies (see below).
Use a Consumer Advocacy Service
- Ajust can help lodge and track your Milkrun complaint for free, handling the back-and-forth so you don't have to.
There is no specific industry ombudsman for grocery delivery in Australia, but several regulatory bodies can help if Milkrun has not resolved your complaint within 14 days, refused a refund for a faulty or undelivered product, engaged in misleading pricing, or delivered food that poses a safety risk.
- Australian Competition and Consumer Commission (ACCC): For misleading pricing, false advertising, or systemic consumer rights violations. The ACCC has already taken action against Woolworths for alleged misleading discount pricing. Report a consumer issue here.
- NSW Fair Trading: fairtrading.nsw.gov.au — Phone: 13 32 20
- Consumer Affairs Victoria: consumer.vic.gov.au — Phone: 1300 558 181
- QLD Office of Fair Trading: qld.gov.au/law/fair-trading — Phone: 13 74 68
- SA Consumer and Business Services: cbs.sa.gov.au — Phone: 13 18 82
- WA Consumer Protection: commerce.wa.gov.au/consumer-protection — Phone: 1300 304 054
- ACT Access Canberra: accesscanberra.act.gov.au — Phone: 13 22 81
- Food Standards Australia New Zealand: For contaminated, expired, or unsafe food products received through Milkrun.
- Milkrun FAQ: Common questions and support guidance — start here for quick answers.
- Milkrun Terms & Conditions: Full terms covering orders and refunds.
- Milkrun on Trustpilot: Read and submit customer reviews.
- Milkrun on ProductReview: Australian customer ratings and complaint reports.
- ACCC Consumer Rights: Know your rights under Australian Consumer Law.
- Ajust Complaint Service: Lodge your Milkrun complaint for free.
Milkrun Complaints FAQs
What is the fastest way to complain to Milkrun?
Use the official contact form if it fits the issue. A complaint with dates, evidence, and a clear remedy usually moves faster than a broad service rant.
What should I include in a complaint to Milkrun?
Attach the proof that best matches the issue and ask for a refund, replacement, credit, remake, or a clear written explanation. Clear evidence makes it harder for the complaint to be brushed aside.
What complaint issues come up most often for Milkrun?
The recurring themes are usually refund delays, order problems, and product quality. Naming the exact complaint theme early gives the issue a better chance of landing with the right team.
What can I do if Milkrun still does not fix the problem?
Do not restart the complaint from scratch. Keep the same evidence trail together and escalate with the same chronology attached.
You’ve done your part, now it’s time to hold Milkrun accountable.
Take the final step and submit a complaint that gets seen and responded to.