Woolworths Home & Food Willowbridge — Local services in Bellville

I would like to raise a formal complaint regarding a frustrating experience I had at your Willowbridge branch.

On 3 June, I purchased six 6-packs of 1-litre milk, which were advertised on promotion at R89.99 per 6-pack. However, upon reviewing my till slip after leaving the store, I noticed that I had been charged R147.99 per 6-pack instead.

I returned to the store immediately to address the issue. Despite the error being on Woolworths’ side, I received no apology. Instead, I was met with sighs and what felt like clear irritation from staff. The process of correcting the mistake took 27 minutes—time I did not expect to spend correcting a pricing error and was already running late.

Believing the matter had been resolved, I later reviewed my till slips again at home. My original slip showed the incorrect pricing of R147.99 per 6-pack. A second slip showed the correct promotional price of R89.99 per 6-pack—but there was no refund slip showing the reversal of the overcharged amount.

Specifically, I should have received a refund for 5 packs at R147.99 each, followed by a re-ring at R89.99 each. (One pack was correctly charged at the time of the return.) I went back to the store again today and was told that a gift card had been issued to me for the difference on the day?

This is confusing and unacceptable for several reasons:

I made the original purchase on my account—why would I be refunded via a gift card?

I was never informed about the gift card at the time of the refund.

I did not receive a gift card, and now hundreds of rands appears to be missing.

I am extremely disappointed by the poor service and lack of transparency throughout this experience. I expect a full investigation into the matter and a proper refund issued to my account as originally used for the transaction.

I left my contact detail. No one has made contact.

Their is no room for improvement. This is in no way or form acceptable and needs to be...

I am disappointed with the service I received at Woolworths Willowbridge. On 23 February 2025, I purchased five packets of wraps, only to later discover they had expired 20 days prior. It is difficult to understand how such an oversight could go unnoticed despite regular shelf restocking. The handling of the matter only added to my frustration. Luvo, the food manager, displayed poor communication skills while arranging for the replacement of four out of the five packs. Instead of resolving the situation smoothly, each step was marked by confusion and miscommunication. When I escalated the matter, Shireen, the store manager, provided a R500 gift card—which I appreciated. She felt I had been slighted by not receiving a refund for the wraps on top of the gift card. However, she expected me to visit the store to collect a R134 gift voucher, even after I clearly stated that it was inconvenient for me to do so. Sixteen days later, I am still waiting for the refund. Throughout the ordeal, I was repeatedly met with the hollow phrase: "We are sorry for your inconvenience," without any genuine understanding of the moral and personal conflict I faced. The wraps were my children’s contribution to a youth picnic lunch. As Seventh-day Adventist, we conduct no business from sunset Friday night to sunset Saturday night, so when I had to get my refund from Pinelands Woolworths Saturday lunch time, this was extremely distressing, a fact that continues to be carelessly overlooked. When you call Woolworths Willowbridge, they answer by saying ‘how can we reward you?’ – the answer is with the most pathetic customer service. I expected better accountability and customer service from Woolworths. IF ONLY I COULD REWARD THEM...

Coffee shop at Woolworths. The worst food and service ever! My mom and I decided to have lunch there. We arrived at 14:35 on Saturday, 14 December to have lunch and something to drink. We ordered a Chicken Mayonnaise to share. They didn't have Emmenthal cheese and asked if we would be happy with a mixture of cheddar and Mozzarella cheese. The bread we wanted was also out of stock. From there it turned into a nightmare. All other guests who arrived after us got their food and were almost done when our food eventually arrived at 15:11. By this time I have asked a gentleman about our food and he looked rather not sure what was going on. Our waitress eventually arrived with our food. Well if they used a recipe for Chicken Mayo, this wasn't it. There was hardly a teaspoon of chicken mayo on each half of the sandwich. It was rather mayo that was spread lightly on each slice. The bread was tough to cut and eventually the waitress brought us steak knives to cut the bread with. The cheese was a sticky mess and apart from no chicken mayo, the toasted sandwich had cheese, bacon and tomato on it. And then in tiny little containers there were half a millimetre cucumber. Was that supposed to be a salad. ABSOLUTELY HORRIBLE SERVICE, HORRIBLE FOOD AND AN OVERALL FAIL FROM A COMPANY THAT CHARGES R90-00 FOR A TOASTED SANDWICH MARRED WITH INCOMPETENCE IN TERMS OF CUSTOMER SERVICE, PRODUCT KNOWLEDGE AND FOOD DELIVERY. STAY AWAY FROM THIS PLACE. RATHER GO TO THE OTHER RESTAURANTS WHERE FOOD IS PRESENTED WELL AND THE WAITRESSES AND STAFF ARE PASSIONATE ABOUT THEIR JOBS.

I would like to get a response from the management of Woolworths regarding this...