‘Refund policy backflip’ leaves Woolworths shopper fuming
- Replies 13
It’s no secret that grocery shopping can be a stressful experience, which is why many enjoy shopping online at Woolworths, due to its convenience and wide range of products.
However, it seems the supermarket giant may have angered some of its customers with this store protocol for out-of-stock items.
Woolworths has sparked the anger of at least one customer after a change in its refund policy for out-of-stock items.
In a post on the popular social media site Twitter, she tagged the retail giant and said: ‘I don’t support your new store credit protocol for out of stocks. I ordered stuff. You don't have my stuff. You give me my money back, please.’
The Woolies shopper claimed that she was disappointed to learn that she was given store credit ‘with a new minimum buy of $30 to redeem it’ instead of a refund as compensation for unavailable items in a recent home delivery order.
‘Bad form. Very bad form.’
It is believed that Woolworths usually only offers store credit when a customer pays for an online order using Everyday Rewards points, or by using a gift card.
If the customer pays via other methods, they are usually offered a refund.
As of publishing, the method by which the customer paid for her items hasn’t been revealed.
The post gathered a lot of attention online, and many seemed to urge the shopper to take the issue further.
In a response to another Twitter user, the shopper wrote: ‘Woolies have a substitution policy. But sometimes they can’t substitute. They usually give a refund. This is the first time I’ve ever come across this store credit malarky.’
While another stated: ‘I’m reasonably confident that if you were to dig around in the consumer law that applies in your state, and/or the ACCC, you’ll find they can’t insist on a credit.’
Someone else found this as ‘appalling behaviour’ as they alleged Woolworths took money ‘for no service or goods’.
Others asked why out-of-stock credits are sent via email instead of logged as automatic credits for when they order next time.
‘How many of these emails are forgotten or ignored by busy or older people? Woolworths getting money for nothing!’ One person claimed.
Someone else added: ‘I receive store credit codes for out-of-stock items, not substituted. I was told abruptly by a staff member you cannot use the credits in stores, they are online credits only. Really ordinary service by Woolworths.’
It is understood that each refund type will depend on the payment method used during the transaction.
For instance, if a Woolworths gift card has been used for the transaction, the refund will be provided in the form of a voucher code that will be emailed to the customer and may be used online.
‘All refunds will be made to the original form of payment except where you have used a Gift Card to pay, in which case we will provide you with store credit,’ Woolworths refund process states. The full returns and exchange policy of the supermarket can be found here.
Woolworths saw the post and promptly responded to the customer.
‘We appreciate your feedback about the store credit you received for the out-of-stock items in your order. Could you please send us a DM with your order number, email and phone number the online account registered with? We look forward to your response, thanks,’ it said.
And while the customer appreciated the response, she replied that she would be taking this issue to her local store instead.
But the supermarket’s response seemed to spark a further backlash, as many believed that the retailer was doing this to avoid further outrage online instead of addressing the issue.
‘So, a refund comes only to avoid a minor Twitter PR problem on a case-by-case basis, rather than to withdraw the dodgy policy?’ Another Twitter user shared.
‘Actually Woolworths, this is not a good response. You should be putting out a statement on your actual position,’ one more declared.
A Twitter user stated that this ‘shouldn’t have happened in the first place’ and challenged the retailer if they’ll fix the issue or ‘try and sweep it under the rug’.
‘Don't make this something where you make an exception for the person online. Change your actual policy so that the majority of customers are not exploited,’ someone else interjected.
Have you ever had difficulties getting refunds from supermarkets? Share your stories with us in the comments below.
However, it seems the supermarket giant may have angered some of its customers with this store protocol for out-of-stock items.
Woolworths has sparked the anger of at least one customer after a change in its refund policy for out-of-stock items.
In a post on the popular social media site Twitter, she tagged the retail giant and said: ‘I don’t support your new store credit protocol for out of stocks. I ordered stuff. You don't have my stuff. You give me my money back, please.’
The customer shared that Woolies offered her store credit instead of a refund. Credit: Tima Miroshnichenko/Pexels
The Woolies shopper claimed that she was disappointed to learn that she was given store credit ‘with a new minimum buy of $30 to redeem it’ instead of a refund as compensation for unavailable items in a recent home delivery order.
‘Bad form. Very bad form.’
It is believed that Woolworths usually only offers store credit when a customer pays for an online order using Everyday Rewards points, or by using a gift card.
If the customer pays via other methods, they are usually offered a refund.
As of publishing, the method by which the customer paid for her items hasn’t been revealed.
Refund or store credit will be offered to you depending on how you pay for your items. Credit: Rachel Claire/Pexels
In a response to another Twitter user, the shopper wrote: ‘Woolies have a substitution policy. But sometimes they can’t substitute. They usually give a refund. This is the first time I’ve ever come across this store credit malarky.’
While another stated: ‘I’m reasonably confident that if you were to dig around in the consumer law that applies in your state, and/or the ACCC, you’ll find they can’t insist on a credit.’
Someone else found this as ‘appalling behaviour’ as they alleged Woolworths took money ‘for no service or goods’.
Many Twitter users urged the shopper to report the incident to the ACCC. Credit: Kampus Production/Pexels
Others asked why out-of-stock credits are sent via email instead of logged as automatic credits for when they order next time.
‘How many of these emails are forgotten or ignored by busy or older people? Woolworths getting money for nothing!’ One person claimed.
Someone else added: ‘I receive store credit codes for out-of-stock items, not substituted. I was told abruptly by a staff member you cannot use the credits in stores, they are online credits only. Really ordinary service by Woolworths.’
It is understood that each refund type will depend on the payment method used during the transaction.
For instance, if a Woolworths gift card has been used for the transaction, the refund will be provided in the form of a voucher code that will be emailed to the customer and may be used online.
‘All refunds will be made to the original form of payment except where you have used a Gift Card to pay, in which case we will provide you with store credit,’ Woolworths refund process states. The full returns and exchange policy of the supermarket can be found here.
The refund type will depend on the payment method used during the transaction. Credit: RODNAE Productions/Pexels
Woolworths saw the post and promptly responded to the customer.
‘We appreciate your feedback about the store credit you received for the out-of-stock items in your order. Could you please send us a DM with your order number, email and phone number the online account registered with? We look forward to your response, thanks,’ it said.
And while the customer appreciated the response, she replied that she would be taking this issue to her local store instead.
But the supermarket’s response seemed to spark a further backlash, as many believed that the retailer was doing this to avoid further outrage online instead of addressing the issue.
‘So, a refund comes only to avoid a minor Twitter PR problem on a case-by-case basis, rather than to withdraw the dodgy policy?’ Another Twitter user shared.
‘Actually Woolworths, this is not a good response. You should be putting out a statement on your actual position,’ one more declared.
A Twitter user stated that this ‘shouldn’t have happened in the first place’ and challenged the retailer if they’ll fix the issue or ‘try and sweep it under the rug’.
‘Don't make this something where you make an exception for the person online. Change your actual policy so that the majority of customers are not exploited,’ someone else interjected.
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I just thought it was funny. Never even thought of running off to social media first about it or getting credit. 
