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Edited by:
Ajust Content Team
Last updated:
July 22, 2025
AI-sourced. Human-edited. Made clear for you.

Woolworths
customer support overview

Woolworths is Australia’s go-to supermarket for millions of shoppers every week, and its customer service reflects a commitment to making shopping simple and reliable. From friendly in-store assistance to helpful online support channels like live chat, email, and phone, Woolworths offers a wide range of options to help customers get issues resolved.

Whether it’s a refund for damaged produce, help with your online order, or Everyday Rewards support, Woolworths has a strong track record for resolving problems quickly and fairly. Their “Replace & Refund” promise, 24/7 virtual assistant Olive, and dedicated support lines ensure help is always close at hand.

Common
Woolworths
 customer issues and complaints

Customers most often report:

  • Substitution frustrations in online orders, especially when replacements aren’t suitable.

  • Freshness issues with delivered produce or short expiry items.

  • Price discrepancies between online and in-store, or errors at checkout.

  • Delivery delays or damages, such as missed windows or squashed items.

  • Slow refunds, sometimes taking over a week to show up.

  • Call centre wait times, particularly during peak events or outages.

Despite these, most shoppers say issues are fixed after contacting Woolies – especially via live chat or in-store service desks.

How to contact
Woolworths
customer support

You’ve got plenty of support options:

  • In-store: Visit the Customer Service desk for refunds, complaints, or product issues.

  • Phone Support:

    • General: 1300 767 969

    • Online Orders: 1800 000 610

    • Rewards: 1300 10 1234

  • Live Chat (Olive): 24/7 virtual assistant on the Woolworths website and app. Escalates to a live agent when needed.

  • Email/Form: Use the Woolworths contact form for general enquiries or non-urgent feedback.

  • Social Media: DM @woolworths on Twitter or message on Facebook.

  • Accessibility: Relay services supported, and an Accessibility Support line is available for those who need it.

🎯 Pro tip: Have your receipt, order number, or Everyday Rewards details handy for faster support.

Woolworths
key customer policies: refunds, returns, cancellations and more

  • Replace & Refund Guarantee: Not happy with a product? Woolworths will refund or replace it – no hassle.

  • Returns: Change-of-mind accepted on non-food items (unopened, with receipt). Not for perishables unless faulty.

  • Online Cancellations: Orders can be edited/cancelled up to ~6pm the day before delivery.

  • Rainchecks: Available for most out-of-stock specials.

  • Scanning Code of Practice: If a scanned price is higher than shelf price, the first item is free.

  • Rewards Adjustments: Missed Everyday Rewards points? You can claim them up to 7 days post-purchase.

  • Product Recalls: Prompt refunds for any recalled items.

  • Delivery Issues: Refunds or credits issued for late, missing, or damaged deliveries.

Woolworths’ policies prioritise fairness and convenience – with a focus on keeping shoppers happy and stress-free.

Real
Woolworths
 Complaints Submitted Through Ajust

I tried calling my local Woolies to ask about a faulty pack of sausages, but the phone line was out of service. Even the online chat didn’t connect. I was left with no way to speak to someone about a quality issue, and it was incredibly frustrating when I just needed a quick answer. - Neil

When I had a fall on the store escalator due to poor design and slippery conditions, I contacted Woolworths to raise the issue and ask for compensation. I expected a proper response to something this serious, but getting heard felt like a battle in itself. - Talitha

I attempted to reach customer service about my missing discount, but the lack of clarity on who to contact and how made it more stressful than it should be. A simple fix ended up feeling like a drawn-out process. - Gang

Trying to connect with the team at my local store about poor produce was impossible. I rang several times and even asked in-store, but no one could tell me who to speak to. It left me feeling like my concerns didn’t matter. - Suzanne

Recent customer experiences with
Woolworths
customer service

😊 Friendly checkout hero: A customer praised a young team member who made their day with kindness and genuine care during a tough afternoon.

🚚 Quick online fix: A Friday night missing items issue was resolved via live chat – redelivery was arranged by 7am the next morning.

⚠️ System outage handled well: After a major glitch cancelled many orders, Woolworths refunded everyone, issued apology vouchers, and explained the issue openly.

Official
Woolworths
Customer Service Links & Contact Information

Woolworths
Contact FAQs

What are the fastest ways to get help from Woolworths customer service?

The fastest support options are live chat with Olive on the Woolworths site or app, or visiting your local store’s service desk. Olive operates 24/7 and can escalate to a real agent if needed. In-store help is often quickest for refunds or faulty product issues.

What does Woolworths refund policy actually cover?

Woolworths will refund or replace any product you're not happy with—no hassle, thanks to their Replace & Refund Guarantee. You’ll need a receipt for non-food returns, and perishables must be faulty to qualify. Always act quickly and keep documentation like receipts or order numbers handy.

Why do Woolworths online orders often cause complaints?

Common complaints include poor substitutions, damaged or old produce, and delivery delays. These issues typically get resolved quickly via live chat, and Woolworths may offer refunds or credits. Knowing your refund rights and contacting support fast improves outcomes.

How can I avoid long call wait times with Woolworths?

Skip call centre queues by using live chat (Olive), the Woolworths app, or emailing via their contact form. These options are quicker, especially during peak times. Prepare by having your order number or receipt ready to streamline the process.

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Woolworths
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