The disturbing discovery that turned a Woolworths grocery drop-off into a nightmare

For many Australians, grocery delivery has become a simple way to skip the queues and keep life running smoothly. But for one customer, a recent order arrived with something no one would ever expect—turning a routine delivery into a disturbing experience.

A shocking discovery

The 21-year-old, from Sydney’s eastern suburbs, received his usual Woolworths delivery on 14 October.

'I was going through the order, putting everything away and got a bit excited because I saw a free bottle of Powerade.'

What appeared to be a free bottle of grape Powerade nestled among his fruit and vegetables quickly revealed something far less appealing.

'I got a bit less excited when I realised the grape-flavoured Powerade was yellow and foamy,' he said.

The realisation that the bottle contained urine—packed alongside his groceries—left him feeling 'completely disgusted'.

'It’s not something that you see every day,' the customer said. 'It was just completely disgusting because I’m touching it, it’s touching my veggies. I put it down on my table and it’s touching the table. it’s like there’s biohazards in my house.'

He took a photo before throwing the bottle out and immediately contacted Woolworths through its online customer service chat.

This is what should be inside his delivery bag.

Here's the actual photo of the product he received.

Woolworths responds

After reaching out for support, the customer received an apology over the phone and a refund for the affected produce.

Woolworths later issued a $250 gift card as a gesture of goodwill.

A spokesperson for Woolworths described the incident as 'completely unacceptable' and confirmed that a full investigation was underway.

'We sincerely apologise to the customer for this horrible experience,' they said. 'Woolworths sets firm and stringent standards for all our delivery partners, and there is no tolerance for this behaviour.'

The company confirmed that the customer’s order was refunded and replaced.

The delivery driver involved was initially suspended for five days and has since been terminated.

When deliveries go wrong

While this case is certainly an extreme example, it’s a reminder that even trusted services can sometimes fail.

The customer, who shares a $15-a-month delivery subscription with his roommate, said he’d had small issues before but nothing like this.

He added that Woolworths told him delivery drivers are expected to check each order before drop-off to ensure that nothing is damaged or misplaced.

If something ever goes wrong with your own order, here are a few steps to take:

Delivery safety and accountability

Incidents like this are extremely rare, but they highlight how vital quality control and communication are in keeping customers safe.

Woolworths and other major supermarkets maintain strict hygiene and safety protocols, requiring delivery drivers to handle products carefully and report any irregularities before drop-off.

In this case, Woolworths’ swift investigation and disciplinary action show that customer safety remains a top priority.

Still, it’s always smart to inspect your groceries as soon as they arrive and contact support promptly if something doesn’t seem right.

Read next: Are you making this supermarket delivery mistake everyone is talking about

Key Takeaways

• A Sydney Woolworths customer discovered a half-full bottle of urine, initially thought to be Powerade, included in his grocery delivery on 14 October.
• The customer said he was ‘completely disgusted’ by the incident and immediately contacted Woolworths customer service for assistance.
• Woolworths apologised for the ‘completely unacceptable’ experience, refunded and replaced the order, and provided a $250 gift card as a goodwill gesture.
• The delivery driver involved was first suspended for five days and has since been terminated, with Woolworths reaffirming its zero-tolerance policy on misconduct by delivery partners.

Many Australians have experienced the occasional missing item or odd substitution—but few stories compare to this one. Have you ever had a delivery that caught you off guard? How did the supermarket handle it, and were you satisfied with their response? Share your story in the comments below.