Online grocery shopping has become a lifeline for many—convenient, easy, and time-saving.

But what happens when the product quality falls short of expectations?

One mum, Beth, grappled with this issue after a shocking discovery in her Woolworths online order.

In her order, Beth had included her favourite Frico Maasdam Holland Cheese Wedge.

But imagine her disgust when she opened the package to find the cheese covered in mould.

Her photos showed a large circle of mould on the back of the cheese and a smaller spot on the front.

Beth found a large mould on her cheese from her online order. Credit: Beth

‘I order all my shopping online because it's easier, I don't drive, and I have small children,’ Beth said.

‘Over the last six years, I have learned I cannot order any fresh produce as it gets squashed or arrives mouldy. That I could deal with, although it made me a little annoyed.’

‘This week, I ordered my favourite cheese and…I'm disgusted,’ she complained.

After contacting Woolworths, Beth was offered a $6.50 refund for the mouldy cheese.

However, she believed this response fell short.

She has called on the supermarket giant to do more to ensure the quality of their products, especially those delivered through online orders.

In response to Beth's complaint, Woolworths issued an apology, stating, 'We apologise for this poor experience. We have seen the attached images of the mouldy cheese, and this is unacceptable.'

A spokesperson further added that they take food safety 'very seriously' and were 'disappointed' to see the customer's report.

‘We have been speaking to this customer directly and have passed the feedback on to our personal shoppers,’ the spokesperson said.

The supermarket encouraged customers to contact the Woolworths contact centre or visit a service desk if they have any concerns with a product.

Unfortunately, Beth's experience is not an isolated incident.

Just recently, another Woolworths customer reported finding an insect in his mixed salad from the supermarket.

Key Takeaways

• A Geelong customer was 'disgusted' to find mould on her Frico Maasdam Holland cheese from an online Woolworths order.
• The customer had been ordering online for convenience but faced issues with quality fresh produce.
• Woolworths offered a refund and apologised for the 'unacceptable' quality of the cheese.
• The supermarket emphasised they take food safety 'very seriously' and are addressing the issue with their personal shoppers.

Have you ever received an unsatisfactory product from your online orders? Share them with us in the comments below.

 

[sim140]

Obviously the online picker was as blind as a bat!

 

[Suzanne rose]

I do all my groceries on line using both Coles and Woolies and it depends who has the best specials.

Well I placed an order with woolworths two weeks ago , paying $15 for quick delivery . It was supposed to arrive by 1 pm then I kept getting messages that it was running late , that's ok

Then at 4.55 pm I got notification it was delivered but when I checked it was no where
I called woolworths head office, and when they checked, he said that was strange it's saying it left woolworths 4.50 pm and was returned 4.55pm saying they couldn't find my address .
When he told me which woolworths it was coming from, I told him my house is at least a 20 min round trip .

He said he would use another delivery company ( Uber ), the first one was orange something) and it would be delivered soon.

1 hour later, my order arrived, but it was only half of it, none of my fridge or freezer items. So I called the Lakemba woolworths direct and after being disconnected a few times I managed to speak to the on line manager, she tried blaming the uber guy saying he only picked up half the order , I told her not to blame the uber guy as he only took what he was given. She said the rest would be delivered that night, but nothing . When I called the next morning they said asked did I want the items or refund, I told her if I didn't want the items I wouldn't have ordered them.

30 minutes later order arrived, milk was warm. Ice cream completely melted and mince looked brown. I don't think they stored in the fridge.

I called back and was made feel like a whinger . All I wanted was my shopping.

I told her how patient I was but how ridiculous this was and would be taking matters further.

When I tried to get into my account it was blocked stating you can only have 2 accounts from the same address.
Two off my married daughters at times have shopping delivered to mine.

My son and daughter who live with me sometimes has groceries delivered.

I won't be shopping at woolworths again

 

[Lisa]

Must be something wrong with her woollies I haven't had the mouldy cheese, fruit or veggies at all...or the picker doing her shopping...doesn't make any sense if this has been happening a while...mmm

 

[amandaloisjupp1961]

I do all my groceries on line using both Coles and Woolies and it depends who has the best specials.

Well I placed an order with woolworths two weeks ago , paying $15 for quick delivery . It was surprised to arrive by 1 pm then I kept getting messages it was running late , that's ok

Then at 4.55 pm I got notification it was delivered but when I checked it wasn't.
I call woolworths head office and when they checked he said that was strange it's saying it left woolworths 4.50 pm and was returned 4.55pm saying they couldn't find my address .
When he told me which woolworths it was coming from I told him my house is at least a 20 min round trip .

He said he would use another delivery company ( uber ) the first one was orange something) and it would be delivered soon.

1 hour later my order arrived but it was only half of it, none of my fridge or freezer items. So I called the Lakemba one direct and after being disconnected a few times I spoke to the on line manager, she tried blaming the uber guy saying he only picked up half the order , I told her not to blame the uber guy as he only took what he was given. She said the rest would be delivered that night, but nothing . When I called the next morning they said asked did I want the items or refund, I told her if I didn't want the items I wouldn't have ordered them.

30 minutes later order arrived, milk was warm. Ice cream completely melted and mince looked brown. I don't think they stored in the fridge.

I called back and was made feel like a whinger . All I wanted was my shopping.

I told her how patient I was but how ridiculous this was and would be taking matters further.

When I tried to get into my account it was blocked stating you can only have 2 accounts from the same address.
Two off my married daughters at times have shopping delivered to mine.

My son and daughter who live with me sometimes has groceries delivered.

I won't be shopping at woolworths again

I can’t say that I blame you talk about duck shoving that is worse than disgraceful

 

[Agave]

Online/home deliveries from Woolies also attract a charge of $13-$15, so that's insult heaped on injury with expired or spoiled food.

 

[what]

I never order fruit and veg from Woolworths. AND even when I make the effort to go and pick them up myself half of them are rotten. The fruit looks O.K. on the outside, but cut it open and it is only good for the garbage bin. Of course I am still paying top prices for it. I wonder how many years it has sat in cold storage before being offered for sale. Obviously way to long.

 

[MIZMAC]

When I first married (60 years ago) my grocer called and took my order and then delivered. No extra charge. My mother had done the same from when I was a child. Good service then

 

[Ian Crane-Luff]

Coles has the same problem, I feel that they are instructed to pick fruit and vegies that remain on the shelf because over ripe or close to it or goods with use by at the end or close to the end of their use-by date.

 

[Penny4]

I do all my groceries on line using both Coles and Woolies and it depends who has the best specials.

Well I placed an order with woolworths two weeks ago , paying $15 for quick delivery . It was surprised to arrive by 1 pm then I kept getting messages it was running late , that's ok

Then at 4.55 pm I got notification it was delivered but when I checked it wasn't.
I call woolworths head office and when they checked he said that was strange it's saying it left woolworths 4.50 pm and was returned 4.55pm saying they couldn't find my address .
When he told me which woolworths it was coming from I told him my house is at least a 20 min round trip .

He said he would use another delivery company ( uber ) the first one was orange something) and it would be delivered soon.

1 hour later my order arrived but it was only half of it, none of my fridge or freezer items. So I called the Lakemba one direct and after being disconnected a few times I spoke to the on line manager, she tried blaming the uber guy saying he only picked up half the order , I told her not to blame the uber guy as he only took what he was given. She said the rest would be delivered that night, but nothing . When I called the next morning they said asked did I want the items or refund, I told her if I didn't want the items I wouldn't have ordered them.

30 minutes later order arrived, milk was warm. Ice cream completely melted and mince looked brown. I don't think they stored in the fridge.

I called back and was made feel like a whinger . All I wanted was my shopping.

I told her how patient I was but how ridiculous this was and would be taking matters further.

When I tried to get into my account it was blocked stating you can only have 2 accounts from the same address.
Two off my married daughters at times have shopping delivered to mine.

My son and daughter who live with me sometimes has groceries delivered.

I won't be shopping at woolworths again

That's absolutely pathetic! Hope you got a refund.

 

[Dia1Laz2]

This is why I like to do my own shopping I can take my time and check the items as I go.

 

[Bridgit]

I never order fruit and veg from Woolworths. AND even when I make the effort to go and pick them up myself half of them are rotten. The fruit looks O.K. on the outside, but cut it open and it is only good for the garbage bin. Of course I am still paying top prices for it. I wonder how many years it has sat in cold storage before being offered for sale. Obviously way to long.

2 weeks ago I did an online shop at woolies ( CQ) for to boot pickup - a 2 kg bag of washed potatoes and a lovely looking rockmelon was put into a cool, dark spot in my kitchen - the rockmelon had a pressure mark but was okay - 7 days later the rockmelon had imploded and the potatoes were rotten. Like you I will not be buying fruit and vege from woolies again. Their pickers don't check the items - I think they hire anyone at all and they don't have any idea and most of what we get has been in cold storage for way too long. Where I am there has been a lot of produce we just can't get at all ( in catalogue) I haven't been able to get Roma tomatoes for months and the bread we like is always unavailable online but I have gone into the store and what do I find on the shelves our bread - asked why and they couldn't explain.

 

[Greentrees]

When I first married (60 years ago) my grocer called and took my order and then delivered. No extra charge. My mother had done the same from when I was a child. Good service then

I was married in the mid fifties & my grocer called, took my order, told me of new items, delivered without charge & gave me a quality gift & calendar at Christmas! That was service.

 

[Suzanne rose]

That's absolutely pathetic! Hope you got a refund.

No refund

 

[nannaval]

Last Saturday I had my home delivery and it arrived on time. Amongst other things I got vine ripened tomatoes, grapes and Bananas. I went to use the tomatoes Sunday and when I opened them 2 were mouldy. Then come Tuesday both grapes and Bananas ended up in the bin. And that was from Coles.

 

[Burgo8888]

40 years ago i used to buy a big sack of potatoes (at least 20kg), put them in the corner in the kitchen and they lasted a couple of months. Bagged potatoes from Woolies dont even last up to the expiry date?????? Why?????

 

[Clancieblue]

I do all my groceries on line using both Coles and Woolies and it depends who has the best specials.

Well I placed an order with woolworths two weeks ago , paying $15 for quick delivery . It was supposed to arrive by 1 pm then I kept getting messages that it was running late , that's ok

Then at 4.55 pm I got notification it was delivered but when I checked it was no where
I called woolworths head office, and when they checked, he said that was strange it's saying it left woolworths 4.50 pm and was returned 4.55pm saying they couldn't find my address .
When he told me which woolworths it was coming from, I told him my house is at least a 20 min round trip .

He said he would use another delivery company ( Uber ), the first one was orange something) and it would be delivered soon.

1 hour later, my order arrived, but it was only half of it, none of my fridge or freezer items. So I called the Lakemba woolworths direct and after being disconnected a few times I managed to speak to the on line manager, she tried blaming the uber guy saying he only picked up half the order , I told her not to blame the uber guy as he only took what he was given. She said the rest would be delivered that night, but nothing . When I called the next morning they said asked did I want the items or refund, I told her if I didn't want the items I wouldn't have ordered them.

30 minutes later order arrived, milk was warm. Ice cream completely melted and mince looked brown. I don't think they stored in the fridge.

I called back and was made feel like a whinger . All I wanted was my shopping.

I told her how patient I was but how ridiculous this was and would be taking matters further.

When I tried to get into my account it was blocked stating you can only have 2 accounts from the same address.
Two off my married daughters at times have shopping delivered to mine.

My son and daughter who live with me sometimes has groceries delivered.

I won't be shopping at woolworths again

I had a similar experience during Covid, my groceries sent in a cab. I demanded a refund. How did they screen a taxi driver?
If there are no trained delivery drivers, they shouldn't accept orders.

 

[Colette 3799]

No refund

That’s not good enough. They should have given you a refund as well as the groceries you ordered with all that they put you through. I don’t know if it will help but if you have a complaint contact the shop/service on Facebook/Messenger. It’s so hard to get onto the person you need to speak to. If you get in touch on Messenger you usually get a reply within the hour. I’ve had things resolved with Australia Post, KMart, Catch and a few others far more quickly than being passed from person to person

 

[David567]

If you don't like the shopping service maybe try getting off your arses and do your own. People are just lazy these days. Always got an excuse not to do something. Previous generations did it all and had none of the modern conveniences of today.

 

[rayd72]

What Woolworths need to do in this instance and across all stores is not only to institute retraining of the staff members who are tasked with preparing the orders for Home Shoppers, but HAVE REGULAR CHECKS, INFACT MINIMUM DAILY CHECKS, whilst products are being gathered. As a Rewards member and shopper across many of the local in fact six different Woolworths stores, I am never ceasing to be amazed at the manner, speed and lack of due care witnessed during this practice. When all is considered when up to five staff shopping on average for four to five customers at a time are in store with the rest of us customers, it would be interesting to see just how many others would witness the things I see almost daily. Leading to the decision, that there is no way on this earth that I would be choosing this service.