Woolworths Not Honouring Replacement Guarantee?

Ldrk458 on 08/09/2015 - 09:24

Woolworths have this guarantee where if you're not satisfied with the freshness, they will give a refund and replace the item. This has happened to me a few times and I've been able to get a refund and replace the fruit or vege for something else similar in price and variety(e.g. substitute apples for oranges). However, I was at my local store a couple of days ago to return a punnet of strawberries and this didn't work.

The story goes like this. I bought strawberries from my local woolies and they were pretty bad, just not fresh at all. Went back the next day to return them and the staff member gave me a refund. I asked about a replacement and she said yes but it has to be the same strawberries and nothing else. I asked again about changing it to a different fruit for the same cost of the strawberries ($2.60) and she asked another staff member and again declined. I don't want to make a scene so whatever went back to the same strawberries and on closer inspection, yea they all looked pretty bad with signs they're expiring. I didn't even bother so I just bailed and called the woolies customer support when I got home. I told them my story and they said they did the right thing and I was wrong. They told me repeatedly that you can only replace it with the same item, even after I quoted them on their own website. It goes like this,

"What if I don’t want the same replacement item? If you’d rather not have the same item as a replacement, we’ll offer you a product of similar size, price and variety."

I don't even care anymore about getting my replacement $2.60 worth of fruit. It's just about honouring your own guarantee. If you don't stand by your own guarantee, you're dead to me. I've lost sleep over this and I'm just looking for some closure now. Maybe I've misinterpreted the terms and conditions and I'm in the wrong? Does anyone have any similar experiences with this or am I just being picked on?

Food & Grocery

Related Stores

Woolworths
Woolworths

closed Comments

  • nocure on 08/09/2015 - 09:38
    +66

    I've lost sleep over this and I'm just looking for some closure now.

    Really…the strawberries were probably sick when you bought them…I'm sorry for your loss.RIP.

    • pointless martyr on 08/09/2015 - 10:52
      +31

      Woolworths is also dead to him.

      RIP woolies.

      • cameldownunder on 08/09/2015 - 15:28
        +3

        For him. My W is still alive

    • Lancerx on 10/09/2015 - 15:24
      +7

      LOL..losing sleep over $2.60….What on earth people thinking these days ..

      • WalletMoth on 10/09/2015 - 15:45
        +2

        This is OzBargins every $ counts.

  • Paul Atreides on 08/09/2015 - 09:38
    +20

    "What if I don’t want the same replacement item? If you’d rather not have the same item as a replacement, we’ll offer you a product of similar size, price and variety."

    i read this as more like, if you werent happy with brand A strawberries, you can pick brand B strawberries

  • [Deactivated] on 08/09/2015 - 10:14
    +38

    Wow I would pay $2.60 to get a decent nights sleep.

    • Utopian on 10/09/2015 - 11:28

      I'll pay for it, when I get a refund & replacement from reading drk458's thread.

  • 2jzzzz on 08/09/2015 - 10:18
    +33

    You think strawberries are similar to apples?

    Why not just get a refund, then buy whatever your little heart desires?

      • samfisher5986 on 08/09/2015 - 11:39
        +15

        The fact that you've done this before pretty much explains why they don't want to do it anymore.

        Why don't you just go to a different shop?

      • SlickMick on 09/09/2015 - 08:34
        +25

        How hard is it to take the refund and go and buy your replacement fruit? That's normally the way replacements are done because it's easier for everyone.

        • ATangk on 09/09/2015 - 23:19
          +7

          OP already got the refund. OP wanted more than just a refund, though, wanted free produce as replacement.

        • kungfupanda on 10/09/2015 - 06:00
          +7

          @ATangk: I think OP is greedy… Already got refund and then ask for other fruits ckck… I didn't realise there is such practice.

      • mrdk on 10/09/2015 - 08:53
        +8

        You called up to clarify.

        They said they did the right thing.

        It just sounds like on previous occassions they offered you things that were outside their guarantee out of goodwill.

        They didnt want to do it anymore and firmed up their policy.

        Stop hunting for validation on an internet forum and take your refund and move on.

        If next time you buy someone at woolies and there isn't another brand of strawberries or whatever is similar to what you are buying then go through the mental thought of if you arent statisfied and you want to bring it back there is a possibility that you will only get a refund and no replacement.

        I cant imagine how you'd react if it was a 28 dollar product in which you got a refund and not just 2.80 of strawberries

    • Utopian on 10/09/2015 - 11:29
      +2

      You think strawberries are similar to apples?

      Apples are similar to PCs.

  • spackbace on 08/09/2015 - 10:39
    +84

    we’ll offer you a product of similar size, price and variety.

    Last I checked, a Granny Smith isn't a 'similar variety' of strawberry…

    So effectively you weren't happy with the $2.60 cash, you wanted to get more back for your money?

    I've lost sleep over this

    I'm sure those in Syria are thinking about your strawberry plight.

      • pointless martyr on 08/09/2015 - 11:07
        +21

        So no one should air their grievances until all world problems are sorted?

        No one should be so petty over a few bucks. If you are still in a state of despair over such trivial matters after seeing the daily news on any given day - past, present or future - then i suggest that the issue lies with you, not the rest of the world.

        Perhaps this is more along the lines of what Spackbace was alluding to?

        • SlickMick on 09/09/2015 - 08:37
          -1

          I might be petty over a few bucks (it's a principle thing), but I wouldn't be petty about wanting a fruit replacement with no cash intervention.

      • diddy50 on 10/09/2015 - 06:38
        +1

        "That's silly. So no one should air their grievances until all world problems are sorted?"

        That'd actually a thing, talking it down by comparing it and making it seem unimportant or trivial in comparison .

        But it's fair enough to me, op is in the wrong, woolworths, they are in the right. But hardly greedy of op.

    • [Deactivated] on 10/09/2015 - 08:17

      Cracked me up

  • indium on 08/09/2015 - 10:45

    Yeh bit odd that they didn't offer you a replacement for an item of similar price. The policy is intended to keep the customer happy in the long run, not to worry about a few dollars in the short run.

    • foxmulder on 10/09/2015 - 14:52
      +2

      Am I missing something here? Op already get full refund and he can just buya NY fruit he wants?

      • indium on 10/09/2015 - 15:29

        The idea of the replacement as well as the refund is so that the customer doesn't lose faith in the quality of produce. Woolworth's realise that suppliers sometimes provide bad batches and that bad items can reach the shelves, they don't intend to pass this onto the customer and don't want to lose customers over a few dollars. So as long as the replacement item is within reason there shouldn't be a problem.

  • KaTst3R on 08/09/2015 - 10:54
    +11

    Isn't strawberries packed in transparent boxes? From the outside you could have already assessed that they looked pretty bad or funky. I'm surprised that you put that in your basket without looking.

      • KaTst3R on 08/09/2015 - 11:31
        +28

        Really… 5 extra seconds is too much time for you to make an assessment? Given that you have already had a couple of fruit exchange experiences and yet you still decided to trust their "fresh food people" slogan?

        I would even scan a tin can for dents or milk bottle for leakages, needless to say fresh items need more scrutiny. The hassle of going back just to refund one bad apple is too much…

      • Pyrock on 09/09/2015 - 20:40
        +2

        from my experience of when i used to work produce at woolies as a teenager - the food is definitely not always fresh. always check your produce out :P

      • dr on 10/09/2015 - 08:32
        +3

        "I should have" or "I should've" not "I should of"

    • pandabun on 09/09/2015 - 08:42

      My husband does this. He takes fruits without checking the condition of the fruits. It just creates more work for me to do. End up having to go back to the store to return it. I've had strawberries with mould on it.

      • AdrianW on 09/09/2015 - 16:21
        +4

        You really haven't trained him properly, have you?

      • roiboi123 on 10/09/2015 - 09:17
        +5

        just let him eat them and he'll learn to check in future.

      • [Deactivated] on 10/09/2015 - 09:52
        +4

        Probably does this on purpose to keep you as the primary grocery shopper.

        • SlickMick on 10/09/2015 - 16:46
          +4

          I thought we had a pact we'd never let them know?

  • pointless martyr on 08/09/2015 - 10:56
    +65

    Does anyone have any similar experiences with this or am I just being picked on?

    This one time, i had a similar experience. I bought some fruit and it was sub par. Seeing as it was only a few dollars, i decided its not worth my time to return it.

    So i binned it, moved on with my life and didnt look back.

    That night i slept well as i did not give it a second thought.

    The end.

    • [Deactivated] on 09/09/2015 - 01:26
      +8

      I bought some fruit and it was sub par.

      "Jerry, this peach is sub par!"

    • Typical16-bitEnjoyer on 09/09/2015 - 18:50

      Winner right here. Close thread now!

      Thanks for the laugh ☺

    • J6 on 09/09/2015 - 22:04

      hahaha omg "then next time i went, i check my fruit before i purchased it"

    • Utopian on 10/09/2015 - 11:22

      You-Just-Looked-Back….Noooooooo!

  • NancyCat on 08/09/2015 - 11:03
    +3

    the staff member gave me a refund

    So what's the problem? Can't you take the money and buy whatever you want?

    • Flying Ace on 08/09/2015 - 15:14
      -1

      That's not their policy. Policy is refund and replace.

      • Utopian on 10/09/2015 - 11:23

        Partial-quote, and out of context.

  • nocure on 08/09/2015 - 11:07
    +4

    https://youtu.be/4diUdRy2YL4

  • juventino on 08/09/2015 - 11:07

    the thing is, if I tell you that you have been picked on, you will lose at least a week worth of sleep. we don't want that, do we :)

    • pointless martyr on 08/09/2015 - 11:09
      +4

      Yes, loss of sleep may make OP angry and irrational…oh wait…

      • spackbace on 08/09/2015 - 11:15
        +7

        Not to mention, OP joined this lovely site to post this forum post…!

        • pointless martyr on 08/09/2015 - 11:31
          +6

          Haha gold. I wonder if they joined other sites to post this rant? The hours involved in this fiasco are really starting to accumulate - its a pity you cant put a price on all this.

          Oh wait, you can.

          All this effort is worth exactly $2.60.

        • Typical16-bitEnjoyer on 09/09/2015 - 18:52

          Most of these stupid whinge threads are from longstanding members using throwaway accounts would be my guess…

  • cloudy on 08/09/2015 - 11:32
    +34

    What has the world turned into. OP, u need to wake up!

    Losing sleep over $2.60! Not only that, they offered you cash! Just take the cash and spend it on whatever else's fruit you want, are you stupid or am I stupid for not understanding the problem.

    Man, if I was a retailer and I had a customer like you, I'd rather go other of business than service such irrationality.

    • samfisher5986 on 08/09/2015 - 11:41
      +3

      He's stupid for continuing to go back to a supermarket that doesn't have what he wants.

      He needs to stop going back to those places and then sooner or later he's going to run out of supermarkets to go to and get a reality check or he's going to find a place that has 100% perfect fruit/veg.

      I have one of those fruit shops in Brisbane, everything has a 100% markup on it though.

      • kungfupanda on 10/09/2015 - 06:08
        +1

        No, OP is far from stupid….
        He is smart … So smart that OP knows how to milk this store using such practice ie get refund and new product.

        Now it may give other people the idea to buy near rotten fruits and try their luck to get money back and get new fruits… :(

        • samfisher5986 on 10/09/2015 - 10:57
          +2

          He is doing what you said people shouldn't do.

          He's buying a product that you can visually inspect before buying, then returning it because its rotten.

          PSA: Strawberries don't come in cardboard boxes!

  • c64 on 08/09/2015 - 11:42
    +2

    hmm, i didn't realise it was refund AND replacement, but it does advertise that. at least you got your money back.

    • SlickMick on 09/09/2015 - 08:40
      +1

      Oh, is that what this is about? I totally missed that. Dang ignore everything I've said above.

  • bongom on 08/09/2015 - 14:14
    +17

    I'm not going to be able to sleep tonight worrying about this stupid post.

  • Findo on 08/09/2015 - 15:55
    +6

    Surely the time and money spent getting to woolies is worth much more than $2.60?

    • cloudy on 08/09/2015 - 16:06
      +2

      That is what a rational person would think, as Pointless Comment said, there is probably a underlying issue with OP being vented out on strawberries or woolies.

  • Nutrino on 08/09/2015 - 21:35

    Next time put a tldr.

    • ankor on 09/09/2015 - 21:17
      +2

      What would that tl:dr be? I cant think of anything without being insulting to the OP so I'll just keep quiet.

  • Adz81 on 09/09/2015 - 09:17
    +1

    Did you actually joined to post this?

  • James Nav on 09/09/2015 - 09:29
    +35

    Jeez, probably the most pathetic post I've see… I actually now feel sorry for the customer service people who have to deal with people like you.

    • Davros on 09/09/2015 - 09:44
      +5

      +100 and can I get the few minutes of my life back that it took to read this pathetic thread?

  • bocca on 09/09/2015 - 09:53
    +6

    First world problems: today's fruit is going bad

    Third world problems: what food today?

    • Adz81 on 09/09/2015 - 09:55
      +14

      *First world problems: today's fruit is going bad AND the dirty rascals gave me my money back.

  • gstfree on 09/09/2015 - 10:51
    -3

    OP should ask to see store manager. I am sure he will give you a double refund to settle this matter.

    OP can call customer service to lodge complaint to help them improve service level.

    • dr on 10/09/2015 - 08:39

      What service level? He got refund he was offered free replacement strawberries that he did not like. How far should service level go in your opinion? Replacing strawberries with apples, or watermelons or frozen fruit… or ream of A4 paper, smoked ham, or enelopes if OP is unhappy with the quality of all fruit in the store?

    • mrdk on 10/09/2015 - 18:08

      I think there should be a sarcasm font to indicate the tone of the comment for those who missed it

  • cktftw on 09/09/2015 - 11:09
    +7

    I sometimes do wonder if our goods are so overpriced partly because of customers like you OP.
    They have to factor in the cost customer service spending hours on end dealing with a couple of dollars and replacing/ refunding stuff that has tinniest of flaws

  • chill on 09/09/2015 - 11:27
    +4

    I just spent 3 minutes of my life reading this.

    How will I sleep tonight knowing those 3 minutes are gone forever?

  • Weezle on 09/09/2015 - 11:50
    +15

    R u OK?

  • misu p on 09/09/2015 - 12:23
    +1

    I cried you a river…

  • ohsnap on 09/09/2015 - 12:25
    +2

    Many are asking why OP didn't just take the refund and go. He did take the refund, he just wanted a replacement as well.
    OP, I hope you're kidding when you say you're losing sleep over this!

  • CLoSeR on 09/09/2015 - 13:23
    +1

    Oh dear, they offered you a refund get over it….. I can't believe you think this worthy of discussion.

  • SwampCrack on 09/09/2015 - 13:23
    +2

    Cut off the funky looking bits and make a smoothie. You win!

  • WaterMark on 09/09/2015 - 13:29
    +1

    I bought a pack of pistachios (select brand) and a few of them had roasted maggots. Took it back (with my specimen jar) and showed it to the clerk. They gave me a full refund and replacement no problem even though they didn't have the plain ones they gave the salted ones instead. I haven't had issues with fruit/veg so I can't comment on that. I remember I just asked them for a refund but they told me to grab another as well. The new packet had no issues. I think if it's their brand stuff they would like to make amends. But in your case since it's not from them directly they don't care as much.

    • johnno07 on 09/09/2015 - 13:55
      +4

      Did you try the roasted maggots? "Pound for pound more protein than meat" or somesuch.

    • SlickMick on 10/09/2015 - 17:07

      Thanks, pistachios were a weakness for me (very expensive considering you're mainly paying for shell.
      I think you've just put me off them.

  • johnno07 on 09/09/2015 - 13:54
    +5

    Judging by the apparent fragility of the OP, these comments have probably caused them to have a nervous breakdown. RIP, OP.

  • [Deactivated] on 09/09/2015 - 14:50
    +6

    It is a stupid policy. It should be to replace or refund and not both. It offers opportunity for opportunistic people like op to eat all the good strawberries, find one mouldy strawberry and jump up and down .

    • SlickMick on 10/09/2015 - 17:11

      I was in a queue at maccas, and the guy in front was eating a burger while he waited. When he got served, he showed like the last bite left and said there was no patty in it.
      The server just looked at him and asked what he wanted - a replacement patty? He said "I guess not" and walked away. I presume he was expecting to be offered a replacement burger.

  • Gerbud on 09/09/2015 - 15:46
    +3

    This is why the customer is not always right!

  • Seiko on 09/09/2015 - 18:40
    +2

    Yet another example of why I will never be able to work with the general public without facing charges by the end of the week.

  • Typical16-bitEnjoyer on 09/09/2015 - 18:58
    +2

    Does anyone have any similar experiences
    with this or am I just being picked on?

    You are just getting picked on.
    Enjoy no sleep tonight!

  • gimli on 09/09/2015 - 19:22
    +1

    I still don't understand how replacement with a different fruit would work and why it is any different to getting a refund and then buying something with the money. ??

    It seems like a ridiculous policy.

    Replace with something which vaguely matches. Who's to decide what matches and what doesn't.

    oh so many questions.

    No sleep for me either tonight…

  • geoffellis on 09/09/2015 - 20:19
    +2

    So what this means I simply have to go looking for sub-par fruit or products, then return it, get my money back, and ask for something else as well by OP's logic? seems excessive. I'd appreciate that they'd simply replace the item and give me my money back. Free reign of the store is not implied. Whats next, an electric toothbrush because the lemons were sour? lol

  • Stevecro on 09/09/2015 - 20:26
    +1

    Why would you not be happy with your money back? You would have to be a complete **** to even think about arguing for $2.60…sometimes I think people in this country are completely nuts, then posts like this appear to take the cake haha…

  • Stphen on 09/09/2015 - 20:56
    +2

    Should have bought the strawberries from Aldi for $0.99.

    https://www.ozbargain.com.au/node/210653

  • garetz on 09/09/2015 - 21:26
    -2

    Stop going to that woolies, their guarantee isnt legally enforceable, if i was you, i would of asked to speak to the manager of the store, and quote what you said to customer service. btw, customer services dont know jack, they will tell you anything to get you off the phone. Next time ask for the manager.

    • dr on 10/09/2015 - 08:41

      Maybe you should get your head checked too, or maybe start a political party with OP

      • garetz on 10/09/2015 - 09:36
        -2

        I worked at woolies for many of my former years, i propably know 1000x as much as you do concerning woolies, so i would be wary of who you say what you say in the future.

        • dr on 10/09/2015 - 09:45
          +2

          That does not mean that you or OP are right about this. If he just want to be opportunistic whinger who tries to bend the policy in place "like-for-like" replacement is not strawberries for apples, or apples for oranges. The policy as is "you may have it for free if you are unsatisfied (because we are always going to give you refund)", not "buy something get a full refund plus anything else to the same value for free".

          And did you just try to threaten me? LOL
          <Oooh, got to have my underpants changed now…>

        • garetz on 10/09/2015 - 13:20
          -2

          I think you are getting confused, i dont really care what you think about the ops situation, i am simply providing information that he requested. You are getting abit too passionate about something that really doesnt concern you too much. If you arent here to help the op then you are just wasting yours and my time. It wasnt a threat, not even close, its more think before you speak or post on the net, i am reminded of quote that might help you even more "Better to remain silent and be thought a fool than to speak out and remove all doubt"

  • ankor on 09/09/2015 - 21:27
    +1

    So perhaps the OP has been buying goods that are already on sale that are half priced items to clear because they are about to go off.
    The OP then returns with a half eaten punnet and asks for $2.60 refund and then $2.60 to go towards purchase of new fruit.

    For example, they want to apply the $2.60 towards the cost of a fresh mango,or apples. Wooliesbthen refuses, op whines and we are all amused.

    I think there's far more to this than what the OP lets on.

  • chumlee on 09/09/2015 - 21:32
    +1

    If woolies has this guarantee policy you speak of why don't you just show the store this guarantee. Should be on their website if it's true.

    This is all I could find about it

    What if I don’t want the same replacement item? If you’d rather not have the same item as a replacement, we’ll offer you a product of similar size, price and variety.
    http://www.woolworths.com.au/wps/wcm/connect/Website/Woolwor…

  • illz on 09/09/2015 - 21:51
    +9

    OP, I'd hate to have you as a customer.

    Probably would suck being your friend too.

    Stop being so damn petty.

  • gummibear on 09/09/2015 - 21:59

    Woolworths shouldn't be held responsible for you choosing to buy fruit you weren't happy to begin with.

    If you don't know how to pick fruit ask your mum to show you then you'll never have this problem again =D

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