Farzhana M

PATHETIC CUSTOMER SERVICE.

I am writing to express my disgust at the customer service received from Woolworths Pavilion branch in Durban. The only reason for this late post is because I gave them the benefit of getting back to me, but to date, not a word from anyone at Woolworths. the following email was sent to theCustomer care service dept on 28/12/2025 - The only response i received back was "the case is closed" with no decency of advising me the outcome, despite countless emails back to them asking for same. "Good day, I am writing to you to express my frustration experienced at the above mentioned store this afternoon, 28/12/2025 I purchased a pj set around July / August this year. Upon checking the item recently as a form of habit prior to using new clothing, I noticed that the swing tags were labelled as a 14 yrs set, however the actual tag on the pj pants was labelled as 12 yrs, but the top was correct, which was 14 yrs. Having no use for it and it not fitting, I proceeded to visit the woolies store in Pavilion today at around 1.30 and 2pm as I needed to purchase some clothes for work. I went to the customer service dept on the top floor and explained to the cashier the issue with the pj set and and advised her that I don't have my receipt, however, I have the account card that the pj set was bought with and that transaction alone was for around 5k worth of clothing that I purchased that day. Without even trying to trace the receipt with my account to card on the system, she proceeded to get a manager who advised me in these words exactly 'there is nothing that I can do for you mam without your receipt' I find that to be very odd when I am certain that a receipt can be traced with the account card that was used for the purchase. I am a loyal woollies customer for the past 20 odd years and never did I expect to have seen such pathetic customer service. I then advised the manager in a very polite tone that she should keep the pj set for herself as it is of no use to me and left. I left the store without the pj set that I paid R299 for. Woolworths is not the cheapest of stores to shop at, but it's customers like us that return on a monthly basis because of the quality and the customer service that we are expected to receive and today was a disappointment, to say that least. I expect this matter to be escalated as I left my pj set behind worth R299 as I did not want to embarrass myself or any of your staff! I was assisted by the cashier at the customer service dept and it was the second till from the right. I was so angry I walked away and did not manage to get any of their names. Please investigate this and I expect a response or this matter."