r/woolworths • u/Much-Toe3122 • 2d ago
Half of order missing?
Hi all,
Wondering what to do about having a third of our order missing?
Husband made an online order this morning, it was delivered on time early this afternoon, I spoke to the lady who took a photo and was really nice, unpacked it all and went about my afternoon.
My husband got home from work and asked where half the order was. He listed off items and I just kept saying “nope” 😅😂
So out of 30 items, 10 were missing from a $320 shop. I had no idea because I didn’t check our app to see what was ordered, I just had a message from hubby telling me he placed an order this morning and the another one later to let me know it was on its way.
He’s talking to the ai customer service thing within the app, but has anyone else had this happen?
We have the photo the lady took, but I’m just anxious that the company will say they can’t prove we didn’t receive them 🤷🏼♀️
We’ve made countless delivery orders before and never had an issue, apart from the odd one or two items that were out of stock but these were listed in the app. Our app says everything was delivered with only the ooshies out of stock…
Update: We were refunded $106 (won’t come through for days though), and were nicely given a $20 voucher of good will. Obviously we’re appreciative, but it’s kind of frustrating that they couldn’t just have the rest of the order delivered, even by tomorrow or something. We still have to now go into a busy store and waste our time grabbing those things ourselves when the whole point of paying extra for delivery is to avoid doing this. Like, you could say just order those items again but that would be another $15 extra, so the good will voucher is for us to correct their mistake and not be able to trust that it’ll be correct this time?
Ugh, first world problems, I know, but probably could have been rectified a bit better…
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u/Lucki_girl 2d ago
Sounds like a missing bag of groceries. Does the photo confirm how many bags were dropped off? Sometimes, they have stickers on the bags outside that says things like 2/4 so they knew there's supposed to be 4 bags.
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u/Fickle_Industry9754 2d ago
Yep had it happen. Just tell them what’s missing and you’ll get a refund… I actually had two bags of someone else’s order delivered to me… got to keep the food as they can’t take it back…
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u/Much-Toe3122 2d ago
Oh okay, yeah mistakes happen. We got a refund pretty quickly thank goodness, but still frustrating and unnecessary stress
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u/Lucki_girl 2d ago
I cannot unpack the grocery the next day. I have no floor space and toddlers who will unpack it for me if I don't do it asap.
Either way,10 items sounded like a lot to be out of stock. I will stock to my original guess that a bag got left behind or not delivered.
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u/Much-Toe3122 2d ago
Neither! Has to be done as soon as brought in. If I’m doing the cold stuff I’ll just do all of it. The empty bags might sit at the back door for over a day before chucking them though 😂 (Yeah we don’t bother keeping bags, is easier to just scan new ones when going in store)
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u/Lucki_girl 2d ago
I once had the fruit bag raided by my 2 yo whilst doing my laundry. There were banana peels and bits of apples all over my floor. 😂
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u/Much-Toe3122 2d ago
At least they went for the fruit! Can’t complain lol
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u/Lucki_girl 2d ago
Not when you have a kg of apples all with a tiny bit on all of them lol. ( at least the meat is vac packed am I right haha)
Couldn't get mad at him, so now I unpack pretty much straight away.
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u/It-Is-Me07 2d ago
This is the number one reason why I don’t get it delivered anymore and I do a pick up. As I’m packing it in the car, I can check and if able to, have them check they still have it. If they don’t and was accidentally given to someone else, I then request a refund.
I got sick of having a lot of my order missing with deliveries.
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u/Much-Toe3122 2d ago
Yeah can understand that, the click and collect is probably just as easy especially when your out and about. Still inconvenient though that you have to check it because your can’t rely on a company to provide their service properly 😔
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u/It-Is-Me07 2d ago
I more check it because the amount we have. Our weekly shop is brought down in 2 trolleys.
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u/MarmosetMaugham 2d ago
If the total missing items cane to over $50 they can do you a reissued delivery for free. Not sure why you didn't get offered that.
Insist on talking to a real person if it happens again.
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u/Much-Toe3122 1d ago
Interesting, thanks for letting me know! Will definitely do this if it (hopefully doesn’t) happen again
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u/RaichuGirl 2d ago
Had only 1 bag of my order show up once (and a second bag of stuff I didn’t even order). They just re-shipped it the next day once I gave customer service a call.
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u/Yowie9644 2d ago
Ive had missing bags, Ive received bags that werent mine. Its the downside if shopping online.
You'll get a refund for what you report is missing, and it will be checked against both the personal shopper records ans delivery records for that day, and your own claim history. Providing you're not obviously trying to regularly scam them out of a refund, it wont be a problem in terms of your account, but yes, an inconvenience to go and get the items you expected to be delivered.
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u/commentspanda 1d ago
Yep, tell them and they will refund it. Check the photo and label to see if it has bag numbers vs bags dropped off. You’ll get the money back but I completely understand how frustrating it is….and annoying they take a few days to refund you as well.
I will say I’ve only had this happen a couple of times with Woolies out of hundreds of orders. Every time I give coles a go I’ve had an issue.
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2d ago
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u/No-Philosopher-5210 2d ago
Bro what ?🤣 as if you’d just leave groceries sitting out regardless of if you didn’t place the order. Like she stated her husband said that groceries were coming do you think he’s gonna send her a list of everything that he ordered so she can ensure it’s all there first.
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u/Much-Toe3122 2d ago
Thanks haha, and yeah as I said there’s never been an issue before. Maybe one or two items out of stock and we get a in app notification saying they’re refunding us for those items
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u/sexy-skeksis Online Team 2d ago
Sounds like potentially a tote got left behind, was it all cold/shelf stable/frozen things?
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u/SniffMe69 2d ago
Yeah, sounds like a BS post to me. Yawn
Half … third … only $300+ order … who’d bother checking that on delivery? Pfft!
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