Had an issue with Woolworths? Get a real response.
How to submit a complaint with Woolworths
Woolworths offers multiple channels to lodge a complaint:
- In-store: Speak to staff or the Store Manager directly for immediate resolution on pricing errors, faulty goods, or poor service. Keep your receipt if possible.
- Phone – In-store issues: Call 1300 767 969 (Mon–Fri 9am–7pm, Sat–Sun 10am–4pm AEDT) for general store complaints.
- Phone – Online orders: Use 1800 000 610 for issues like missing items, incorrect deliveries, or payment problems. Open daily with extended hours.
- Online form: Submit complaints via the Woolworths website “Contact Us” page. Log in for faster issue tracking.
- Live chat: Start with Olive the chatbot, then ask for a live agent for quicker handling. This is great for online orders.
- Social media: Message Woolworths on Facebook or @woolworths on Twitter for fast attention. Private DMs are preferred.
- Everyday Rewards: Contact via app or 1300 10 1234 for issues with points or account problems.
📝 Always include key info like date, store/location, product details, and your expected resolution. Attach photos when relevant.
- Acknowledgment: Immediate confirmation by phone/chat, or email reference if submitted online.
- Resolution at first contact: Refunds, replacements, or goodwill vouchers (often $10–$50) for food quality, overcharges, or service issues.
- Policies applied: Fresh Food Guarantee, Scanning Code of Practice (first item free if overcharged), and Everyday Rewards terms.
- Escalation path: Unresolved issues are passed to managers or specialist teams.
- Response times:
- Phone/chat: often instant.
- Online/email: typically 24–48 hours.
- Phone/chat: often instant.
- Follow-ups: Serious issues may receive follow-up calls or updates via email/SMS.
Woolworths aims to resolve issues efficiently and retain customer trust.
Common complaints against Woolworths
Frequent complaint categories include:
- Product freshness: Expired or mouldy goods, especially produce and dairy.
- Pricing discrepancies: Shelf vs scanned prices, missed discounts, and double-charges.
- Customer service: Rude staff, long waits, or lack of assistance.
- Online order issues: Missing or wrong items, bad substitutions, late/no-show deliveries.
- Delivery handling: Damaged goods, food safety concerns, poor packaging.
- Store facilities: Unclean stores, low stock, malfunctioning trolleys.
- Loyalty problems: Missing Everyday Rewards points or inaccessible promotions.
- Return policy confusion: Especially for general merchandise or appliances.
These echo consistent issues raised on ProductReview, Reddit, and forums like OzBargain.
Complaints submitted through Ajust
I slipped on the wet escalator at the Byron Bay store, falling and hurting my knee, hip, and back, while wrecking my shoes and breaking a bottle. The design feels unsafe for shoppers without trolleys, and I’ve asked Woolworths to cover my $175 loss. - Talitha
A 10% discount on my Woolworths insurance policy was never applied, leaving me paying the full price. I’ve asked them to refund the missing amount so I can get the benefit I was promised. - Gang
My milk and bread from Woolworths spoiled far too quickly, with the milk near expiry and the bread mouldy in just two days. I’ve asked for a refund because that’s not the quality I expect. - Stacey
I opened my pack of Woolworths grapes to find mouldy and spoiled fruit. I’ve requested a replacement so I’m not left paying for food my family can’t eat. - Liz
How other consumers Woolworths complaints got resolved
Wrong Delivery Address: Order sent to the wrong house. Live chat agent reissued it for next-day delivery and added a $20 eVoucher.
Food Contamination: A wasp in a salad mix led to refund, a $50 voucher, and a quality control investigation.
Rude Staff: A curt employee encounter led to a personal apology from the Store Manager and a $20 store credit.
If your issue remains unresolved:
- Ask for escalation during your support interaction. Request a Store Manager, Area Manager, or Online Resolutions Specialist.
- Contact Woolworths HQ: Formal complaints can be sent to Woolworths Group head office or executive teams via letter/email.
- Reach out to media/consumer advocates for major unresolved issues.
- Keep a record: Reference numbers, call logs, screenshots. Document everything in case it escalates further.
Most store and online complaints are resolved quickly once escalated, especially when persistence and clarity are shown.
When Woolworths doesn’t resolve things:
- Fair Trading (NSW, VIC, etc.): For mediation on refunds, safety, or product issues.
- ACCC: Report systemic consumer law breaches (like misleading pricing).
- Food Safety Authorities: For contamination or health-related complaints.
- AFCA: For finance-related issues like gift cards under dispute.
- Media/Escalation: Consider public forums or media if you’ve exhausted internal options.
Pro tip: Before external escalation, ensure you’ve given Woolies a fair shot through formal channels. Most cases don’t need to go further.
- Woolworths Contact Us
- Phone (Stores): 1300 767 969
- Phone (Online Orders): 1800 000 610
- Live Chat via website/app – “Chat with Olive”
- Feedback Form
- Everyday Rewards: 1300 10 1234
- Returns Policy
- NSW Fair Trading
- ACCC – Make a Complaint
- ProductReview – Woolworths
Woolworths Complaints FAQs
What is the fastest way to make a complaint to Woolworths?
The quickest way is via live chat on Woolworths’ website or app, starting with Olive and switching to a human agent. This avoids call wait times and gets instant acknowledgment. For urgent store issues, speaking directly to the Store Manager can also resolve matters on the spot. Always provide receipts, photos, and clear details to speed up resolution.
How long does Woolworths take to resolve a complaint?
Most phone or live chat complaints are handled immediately, with refunds, replacements, or vouchers issued on the spot. Online or email complaints usually get a response within 24–48 hours. Complex cases may take longer, but Woolworths often escalates to managers or specialists if the first contact can’t resolve it.
What common issues do shoppers complain about at Woolworths?
Frequent complaints include product freshness problems, pricing discrepancies, poor customer service, and online order errors like missing or damaged items. Delivery handling, store cleanliness, and loyalty point disputes also rank high. Knowing these patterns helps you identify if your issue is part of a wider trend, which can strengthen your case.
How can I escalate my Woolworths complaint if it’s not resolved?
If unresolved, ask for a Store or Area Manager, or request an Online Resolutions Specialist. You can also write to Woolworths Group HQ or use state Fair Trading, the ACCC, or food safety authorities for serious cases. Keep detailed records-like reference numbers, call logs, and screenshots—so your complaint gains more weight when escalated.
You’ve done your part, now it’s time to hold Woolworths accountable.
Take the final step and submit a complaint that gets seen and responded to.