WR
Woolworths Retail South Africa
Claimed Business
WR
Woolworths Retail South Africa
Claimed Business
1,339 Reviews (last 12 months)
Does not respond to reviews
Rated in:
Scores reflect the Overall AI Score for each category
AI Review Summary
Based on recent customer reviews, Woolworths Retail South Africa faces significant customer experience challenges across virtually every service dimension. While the brand retains loyalty from some customers who praise individual staff members and product quality at its best, the overwhelming pattern reveals systemic failures in delivery fulfilment, refund processing, account management, complaint resolution, and declining product standards. The gap between brand promise and actual experience is a recurring source of frustration.
Top Strengths:
- •Customer Service & Support: Individual staff members are frequently praised by name for warmth, product knowledge, and going the extra mile. When service works, customers describe it as exceptional and loyalty-building.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
TrustIndex
1.7
Score
Ranking
#9
in Grocery & Food
NPS Score
-71
Recommended: Unlikely
Review Distribution
1.4|1,339 Reviews
May '25 - Apr '26
5(7.3%)
4(1.1%)
3(1.7%)
2(4.8%)
1(85.1%)
5(7.3%)
4(1.1%)
3(1.7%)
2(4.8%)
1(85.1%)
Recent reviews (1,339)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePopular mentions
MM
Mokgadi M
1 reviews | Active since Jan 2020
19 Mar 2026, 06:52
DISGUSTING CUSTOMER SERVICE
I payed R1000,00 on my account the cashier registered R100 only, I did not check the receipt immediately after payment. When I check the statement I called their head office to complain the lady was rude refused to take my complaint.
Helpful (0)
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Mokgadi M
1 reviews | Active since Jan 2020
19 Mar 2026, 06:52
DISGUSTING CUSTOMER SERVICE
I payed R1000,00 on my account the cashier registered R100 only, I did not check the receipt immediately after payment. When I check the statement I called their head office to complain the lady was rude refused to take my complaint.
0
Replies (0)JS
Jenel S
1 reviews | Active since Jan 2020
18 Mar 2026, 08:30
WAITING ON A REFUND OF R896 FOR ITEMS WOOLWORTHS ONLINE COULD NOT SUPPLY
Deeply annoyed at an online purchase I made. I ordered and paid for a qty of 4 of the same item. Woolworths was only able to deliver 1. They need to refund me R896. I called 4 times. Each time being given a different reason from the contact centre. They then tell me that my bank needs to refund me as they are holding the money that is due to me. I called me bank who then sent me 2 emails which gives the full reason why they cannot refund me and it is Woolworths that needs to do a refund. I was also instructed by the bank to send and email to the Woolworths complaints dept which I have done with all the documentary proof. Each time I get told the matter is bring escalated with absolutely no resolution. I WILL NEVER BUY FROM WOOLWORTHS ONLINE AGAIN.
Helpful (0)
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Jenel S
1 reviews | Active since Jan 2020
18 Mar 2026, 08:30
WAITING ON A REFUND OF R896 FOR ITEMS WOOLWORTHS ONLINE COULD NOT SUPPLY
Deeply annoyed at an online purchase I made. I ordered and paid for a qty of 4 of the same item. Woolworths was only able to deliver 1. They need to refund me R896. I called 4 times. Each time being given a different reason from the contact centre. They then tell me that my bank needs to refund me as they are holding the money that is due to me. I called me bank who then sent me 2 emails which gives the full reason why they cannot refund me and it is Woolworths that needs to do a refund. I was also instructed by the bank to send and email to the Woolworths complaints dept which I have done with all the documentary proof. Each time I get told the matter is bring escalated with absolutely no resolution. I WILL NEVER BUY FROM WOOLWORTHS ONLINE AGAIN.
0
Replies (0)PB
Penny B
1 reviews | Active since Jan 2020
18 Mar 2026, 07:00
Rigid Hygiene Policy
Has anyone else ever had the priviledge to purchase underwear at Woolworths? Personally, I have never been able to afford their goods. Stunning as they are, they are not in my price bracket. However, last week I made an exception. Had to, actually, as I had been looking for a shapewear body suit that I've been considering since last year. Anyway, went to KC last week and after some oo'hing and aa'hing I thought I might as well go try and fit on the goods. Imagine my surprise when I was notified that fitting on underwear was not allowed. I mean, yes, for the past few years I've only bought generic underwear and guestimated my size etc so I've never bothered about fitting on underwear at stores. So, yes, I was shocked to hear that they don't allow fittings. Apparently, none of the stores allow it. Now here's my concern and problem: All clothing are made differently. Nothing has ever been the same 'make'. How does one know that you are buying the perfectly sized item according to your measurements? How many stores have had clients trying to return these goods? None? Never true Because they tell you in advance that they don't do returns on underwear? They even print it on the back off their till slips. So what does one do? How does this issue get resolved? When is a big brand like Woolworths going to start issuing throw-away underwear which will enable us to fit on these underwear items and purchase them knowing they fit as they should? Which of these stores are going to start this trend? Most importantly for me, how is my issue going to get resolved? I spent R500 on a bodysuit that doesn't even do what it said it would. It didn't tuck my fat tummy away. Yes, I'm fat - which is why I needed the bodysuit. Or hey, maybe I even misunderstood the use of the bodysuit which is very possible for me. At the end of the day, I'm stuck with a bodysuit that I cannot return because that's what I was told in the store by the lovely assistant who tried to assist me. Woolworths - not all of us are triers or *******. I understand your high sense of quality to your clients but as poor peons on the street who try and purchase your goods once in a while, would also like the opportunity to feel beautiful in beautifully expensive goods without being made to feel inadequate or unworthy by not being able to fit on underwear. Sort this out. You can afford it. Get those disposable underwear that we can use in order to fit on what we would like to purchase.
Helpful (0)
|Replies (0)PB
Penny B
1 reviews | Active since Jan 2020
18 Mar 2026, 07:00
Rigid Hygiene Policy
Has anyone else ever had the priviledge to purchase underwear at Woolworths? Personally, I have never been able to afford their goods. Stunning as they are, they are not in my price bracket. However, last week I made an exception. Had to, actually, as I had been looking for a shapewear body suit that I've been considering since last year. Anyway, went to KC last week and after some oo'hing and aa'hing I thought I might as well go try and fit on the goods. Imagine my surprise when I was notified that fitting on underwear was not allowed. I mean, yes, for the past few years I've only bought generic underwear and guestimated my size etc so I've never bothered about fitting on underwear at stores. So, yes, I was shocked to hear that they don't allow fittings. Apparently, none of the stores allow it. Now here's my concern and problem: All clothing are made differently. Nothing has ever been the same 'make'. How does one know that you are buying the perfectly sized item according to your measurements? How many stores have had clients trying to return these goods? None? Never true Because they tell you in advance that they don't do returns on underwear? They even print it on the back off their till slips. So what does one do? How does this issue get resolved? When is a big brand like Woolworths going to start issuing throw-away underwear which will enable us to fit on these underwear items and purchase them knowing they fit as they should? Which of these stores are going to start this trend? Most importantly for me, how is my issue going to get resolved? I spent R500 on a bodysuit that doesn't even do what it said it would. It didn't tuck my fat tummy away. Yes, I'm fat - which is why I needed the bodysuit. Or hey, maybe I even misunderstood the use of the bodysuit which is very possible for me. At the end of the day, I'm stuck with a bodysuit that I cannot return because that's what I was told in the store by the lovely assistant who tried to assist me. Woolworths - not all of us are triers or *******. I understand your high sense of quality to your clients but as poor peons on the street who try and purchase your goods once in a while, would also like the opportunity to feel beautiful in beautifully expensive goods without being made to feel inadequate or unworthy by not being able to fit on underwear. Sort this out. You can afford it. Get those disposable underwear that we can use in order to fit on what we would like to purchase.
0
Replies (0)NL
NOMFUNDO L
1 reviews | Active since Jan 2020
18 Mar 2026, 02:57
Complaint Regarding Poor Quality School Shoes
Dear Woolworths Customer Service, I trust that you are well. I purchased a pair of school shoes during the Black Friday sale in November. The shoes were only worn from January when the school term started. Unfortunately, it has not even been three months and the shoes are already in poor condition. This is not the first or even the second time I have experienced this issue with school shoes purchased from Woolworths. Considering that these shoes are quite expensive and Woolworths is regarded as a reputable brand, I am extremely disappointed with the quality and durability. I would appreciate your assistance in resolving this matter, as the product has clearly not provided the value expected for the price paid. I look forward to your response. Regards,
Helpful (0)
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NOMFUNDO L
1 reviews | Active since Jan 2020
18 Mar 2026, 02:57
Complaint Regarding Poor Quality School Shoes
Dear Woolworths Customer Service, I trust that you are well. I purchased a pair of school shoes during the Black Friday sale in November. The shoes were only worn from January when the school term started. Unfortunately, it has not even been three months and the shoes are already in poor condition. This is not the first or even the second time I have experienced this issue with school shoes purchased from Woolworths. Considering that these shoes are quite expensive and Woolworths is regarded as a reputable brand, I am extremely disappointed with the quality and durability. I would appreciate your assistance in resolving this matter, as the product has clearly not provided the value expected for the price paid. I look forward to your response. Regards,
0
Replies (0)VR
Von R
1 reviews | Active since Jan 2020
17 Mar 2026, 13:27
Woolworths Dash Took My Money, Failed to Deliver, and Is Delaying My Refund
I am extremely disappointed with the service I received from Woolworths Dash today. I placed an order this morning and was given a delivery time, which I re**** on. The order was never delivered, and without proper communication or my consent, it was sent back. I contacted customer service and was told that a manager would call me back as they were on another call. It has now been almost two hours, and I have still not received any call. This lack of follow-through shows a serious disregard for customer service. I have also been informed that my refund will take 3–5 working days. This is completely unacceptable. Woolworths has taken my money, failed to provide the service, and is now withholding my funds — leaving me unable to reorder essential items. This situation is not only frustrating but also financially inconvenient. I require urgent intervention: Either deliver my order immediately, OR Process my refund immediately If this matter is not resolved urgently, I will have no choice but to escalate it further through consumer protection channels, including the National Consumer Commission, as well as pursue other formal complaints. I expect immediate action and a response from Woolworths to resolve this matter without further delay. This level of service is unacceptable and far below the standard expected from a brand like Woolworths.
Helpful (0)
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Von R
1 reviews | Active since Jan 2020
17 Mar 2026, 13:27
Woolworths Dash Took My Money, Failed to Deliver, and Is Delaying My Refund
I am extremely disappointed with the service I received from Woolworths Dash today. I placed an order this morning and was given a delivery time, which I re**** on. The order was never delivered, and without proper communication or my consent, it was sent back. I contacted customer service and was told that a manager would call me back as they were on another call. It has now been almost two hours, and I have still not received any call. This lack of follow-through shows a serious disregard for customer service. I have also been informed that my refund will take 3–5 working days. This is completely unacceptable. Woolworths has taken my money, failed to provide the service, and is now withholding my funds — leaving me unable to reorder essential items. This situation is not only frustrating but also financially inconvenient. I require urgent intervention: Either deliver my order immediately, OR Process my refund immediately If this matter is not resolved urgently, I will have no choice but to escalate it further through consumer protection channels, including the National Consumer Commission, as well as pursue other formal complaints. I expect immediate action and a response from Woolworths to resolve this matter without further delay. This level of service is unacceptable and far below the standard expected from a brand like Woolworths.
0
Replies (0)FM
Farzhana M
1 reviews | Active since Jan 2020
17 Mar 2026, 13:13
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."
Helpful (0)
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Farzhana M
1 reviews | Active since Jan 2020
17 Mar 2026, 13:13
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."
0
Replies (0)TG
Thembi G
1 reviews | Active since Jan 2020
16 Mar 2026, 08:57
Rudeness at Woolworths accounts department.
These days Customer service at Woolworths has sadly significantly dropped, the staff at customer care line and accounts department really lacks telephonic manners,Saturday 14/03 i paid my credit card at MOA store, after that i called accounts regarding my instalment details, she couldn’t assist when i asked to be transferred back to customer service she dropped the call, today i got a call from Anelisa Mankayi who called from WFS another rude one i couldn’t believe, she interjected me, her tone of voice, all because i told her i just emailed a manager and am waiting to hear from MOA,i ended up asking her names and the department,she then switched and said she is from customer care, i don’t know between these 2 departments which one she is lying about, Woolworths please do better,more training is required here, am very disappointed at this service.
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Thembi G
1 reviews | Active since Jan 2020
16 Mar 2026, 08:57
Rudeness at Woolworths accounts department.
These days Customer service at Woolworths has sadly significantly dropped, the staff at customer care line and accounts department really lacks telephonic manners,Saturday 14/03 i paid my credit card at MOA store, after that i called accounts regarding my instalment details, she couldn’t assist when i asked to be transferred back to customer service she dropped the call, today i got a call from Anelisa Mankayi who called from WFS another rude one i couldn’t believe, she interjected me, her tone of voice, all because i told her i just emailed a manager and am waiting to hear from MOA,i ended up asking her names and the department,she then switched and said she is from customer care, i don’t know between these 2 departments which one she is lying about, Woolworths please do better,more training is required here, am very disappointed at this service.
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Replies (0)cJ
crystal J
1 reviews | Active since Jan 2020
16 Mar 2026, 08:36
Woolworths settlement offer still unrealistic despite my efforts
I am trying to settle an outstanding account originally with Woolworths, which is now with Strauss Daly Attorneys. I approached them in good faith because I want to resolve and close this account. As your records reflect, I have been making consistent monthly payments on this account for several years in good faith in an effort to resolve the debt. However despite these payments, the balance has reduced VERY slowly due to ongoing interest and fees. During a recent phone conversation I was advised that Woolworths is only willing to offer a 20% settlement discount. Unfortunately this amount is still far beyond what i can realistically afford given my current financial circumstances. I have made significant adjustments to manage my living expenses, including moving to a cheaper medical aid plan, yet the settlement offer remains unaffordable. This account has been outstanding 2021 and i am genuinely trying to settle responsibly. Despite my efforts, the current settlement position does not allow me to resolve this matter. I would greatly appreciate if Woolworths Financial Services could review this matter and provide a more reasonable settlement option so that the account can finally be settled an closed. Customers who are making a genuine effort to resolve their debts should be supported, and I hope Woolworths will consider this when reviewing this case
Helpful (0)
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crystal J
1 reviews | Active since Jan 2020
16 Mar 2026, 08:36
Woolworths settlement offer still unrealistic despite my efforts
I am trying to settle an outstanding account originally with Woolworths, which is now with Strauss Daly Attorneys. I approached them in good faith because I want to resolve and close this account. As your records reflect, I have been making consistent monthly payments on this account for several years in good faith in an effort to resolve the debt. However despite these payments, the balance has reduced VERY slowly due to ongoing interest and fees. During a recent phone conversation I was advised that Woolworths is only willing to offer a 20% settlement discount. Unfortunately this amount is still far beyond what i can realistically afford given my current financial circumstances. I have made significant adjustments to manage my living expenses, including moving to a cheaper medical aid plan, yet the settlement offer remains unaffordable. This account has been outstanding 2021 and i am genuinely trying to settle responsibly. Despite my efforts, the current settlement position does not allow me to resolve this matter. I would greatly appreciate if Woolworths Financial Services could review this matter and provide a more reasonable settlement option so that the account can finally be settled an closed. Customers who are making a genuine effort to resolve their debts should be supported, and I hope Woolworths will consider this when reviewing this case
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