Woolworth No Return Policy for Change of Mind Purchases

Darayus on 18/09/2023 - 10:35
Last edited 18/09/2023 - 11:16 by 1 other user

My wife got soya sauce from WW shop and she noticed the next day that she already had one new in her pantry so she decided to return it back next day.

Went to WW with the receipt and requested for refund or voucher to use credit next time.

The bottle was intact and unopened.

The service desk refused to accept it back stating that it's not a WW policy to accept any grocery once sold unless there is some issue ie defect. When she asked when this policy has been in place, WW said since 2020.

I understand during COVID-19 WW and other grocery shops set this practice to limit people's hoarding the stuff and it was reasonable during that period, unfortunately, they continued this policy even post-COVID-19 covid and everything is fine.

Apparently, WW is becoming like another Qantas.

Have you experienced this or have you just ignored consumer rights and got accepted to big corporation bullying tactics?

thanks

Food & Grocery Soy Sauce

Related Stores

Woolworths
Woolworths

Comments

    • Jared17 on 19/09/2023 - 10:18

      I have seen aussie abroad in Asian countries talking shit about local rules too. So it's a give and take really

  • Ocker on 18/09/2023 - 11:08
    +8

    Great post by OP - has given me my laugh for the morning. Seriously, all I can say is get a life

  • Typical16-bitEnjoyer on 18/09/2023 - 11:21
    +3

    OP do you value your own time and self worth so low, that you'll waste time and travel expenses going to WW to specifically return a $2 item?

    • Protractor on 18/09/2023 - 12:49

      WW Staff enjoyed their smoko chat today. PLUS! Optimistic Customer of the Month award is sorted

    • Shiny Mew on 18/09/2023 - 20:06
      +3

      Posts like this should not be surprising on a site in which hundreds of people regularly upvote deals which save less than $2.

    • caitsith01 on 19/09/2023 - 21:50

      A $2 item which is your preferred brand and so you will use it eventually and so it's not even $2 out because you would have spent $2 on that item eventually anyway.

    • DONMAI on 19/09/2023 - 22:16
      +1

      Yet, here we all are… replying in a troll thread.

  • [Deactivated] on 18/09/2023 - 11:21
    +2

    This is an extract from Woolies Supermarkets Returns Policy

    If you’ve changed your mind

    Refunds
    Until further notice, we will not provide a refund where you have changed your mind about products purchased from Woolworths.

    Exchanges
    We will happily provide an exchange where you have changed your mind about a product purchased from Woolworths provided that the product:

    • is returned to us with a receipt within 30 days of purchase;
    • is in its original condition, including with packaging; and
    • has not been used and, if a perishable product, is not expired or within 2 days of expiry.>

    Would an exchange have been applicable in OP's instance?

    • Typical16-bitEnjoyer on 18/09/2023 - 11:26
      +2

      Went to WW with the receipt and requested for refund or voucher

      Nope

      • [Deactivated] on 18/09/2023 - 11:28

        Yes, but staff would have then advised what was available under the Policy.

    • AdosHouse on 18/09/2023 - 11:27
      +1

      No because they wanted a refund. Exchange would be if they wanted a different brand or item of equivalent value.

      • [Deactivated] on 18/09/2023 - 11:29

        Isn't that what a credit note provides?

        • AdosHouse on 18/09/2023 - 11:30
          +3

          Exchange happens on the spot. Credit note is for a later time.

          • [Deactivated] on 18/09/2023 - 11:39
            -5

            @AdosHouse: I don't think so - a credit note is just a means to transact at the point of sale.

            Considering the Service Desk is typically available without entering the store, you would need to enter the store in order to select an item & rather than returning to the Service Desk, the credit note would allow you to pay at the registers. It's just more efficient so no different to an exchange on the spot or later, as you wish, as long as it's within the given timeframe.

            • Typical16-bitEnjoyer on 18/09/2023 - 11:53
              +2

              @[Deactivated]: Have you actually ever legit exchanged an item in WW actually worth exchanging (unlike OP's item)? If you approach from the external counter, they look at your item, put it behind the counter, then tell you to go grab the product to exchange with and come back to the other side of the service desk that's inside the store.

              • [Deactivated] on 18/09/2023 - 11:58

                @Typical16-bitEnjoyer: same - same.

              • capslock janitor on 18/09/2023 - 15:00
                +1

                @Typical16-bitEnjoyer: At WW Earlier this month the same night, I went to exchange medium bristle toothbrushes for soft.

                None of the 3 workers knew/were privileged enough to enable such a simple exchange; and they had to wait for a manager to come process the formal scannings for both items!

                • Typical16-bitEnjoyer on 19/09/2023 - 07:00

                  @capslock janitor: They might have suspected you were a shoplifter….you know all this shoplifting occurring that both WW and Colesworth are bleating about strategically at the same time as announcing billion dollar profits for the FY.

    • dcash on 18/09/2023 - 18:34
      +1

      Yes, of course. Woolworths will accept an exchange on any product (it doesn't have to be like for like. You could exchange the soy sauce for a pair of socks), and the exchange doesn't have to be the same value - they will pay you cash for the difference. The only exception is if you try to exchange a large value item for a small value item, they won't allow it (i.e. you can't exchange a $50 item for a $2 item and get $48in cash). If OP seriously can't find something else they want in the store for a similar or lesser value than a bottle of soy sauce, then I suggest they just hang onto the bottle or perhaps donate it to a food bank.

    • bbinc on 19/09/2023 - 08:48
      +2

      Exactly. Never been refused an exchange. The exchange doesn’t have to be for the same type of thing. I believe it’s just more back of house work to process a refund.

      • [Deactivated] on 19/09/2023 - 09:30

        It doesn't appear as though they have an easy way of exchanging items if you have to go back to the service desk & seek out the same staff member who served you initially.

        • bbinc on 19/09/2023 - 14:01

          Any Woolworths store, including Metro. Any staff.

          • [Deactivated] on 19/09/2023 - 16:42

            @bbinc: It's inefficient though if you have to go back to the service desk w/o any proof after you've grabbed whatever new item/s.

    • dengziyi on 21/09/2023 - 04:55

      Went into store, and do my usual grocery shop, then I asked for an exchange for a bottle of soy sauce (got sucked in by the LKK Gold Label, thought it was same as premium), they took it out of my total grocery purchase.

  • Nillionaire on 18/09/2023 - 11:25
    +29

    Why do you want soy sauce to be returnable? I don't want to buy grocery products that have potentially been tampered with by past purchasers.

    • try2bhelpful on 18/09/2023 - 12:29

      This. There have been issues in the past where goods were tampered with in store, let alone ones that have been returned. There is no way this can go back on the shelf.

      • vicerum on 18/09/2023 - 13:00
        -1

        Have we all forgotten pins in strawberries?

      • callum9999 on 18/09/2023 - 14:42
        +5

        Of course it can go back on the shelf. Far too many people seem to live in a weirdly heighted state of paranoia nowadays.

        Lets accept your premise - someone takes it home to tamper with to cause harm to other people. What procedure is there in place to stop them just putting the item back on the shelf themself? Absolutely none whatsoever. In fact, I'd say that's the logical way to do it.

      • Roman Sandstorm on 18/09/2023 - 16:30
        +2

        There have been issues in the past where goods were tampered with in store,

        Seriously, if you were really worried about this, you would never buy anything, anywhere.

        There are plenty of things in life to be concerned about, but tampering of goods in supermarkets must be pretty well down the list.

    • abb on 18/09/2023 - 16:04

      This is why we have tamper seals.

      • dcash on 18/09/2023 - 18:36

        That doesn't help if the item has, for example, been exposed to extremes of temperature.

        • callum9999 on 18/09/2023 - 19:16

          I'm not sure what "extremes of temperature" a bottle of soy sauce is realistically going to be able to be exposed to within a day, but unless it's some special ultra-fancy variety, are you really going to be able to tell the difference? And even then I'm sceptical!

          I feel like with most shelf-stable goods, you'd have to put a fair amount of effort into deliberately causing the food to spoil.

          • dcash on 18/09/2023 - 20:18

            @callum9999: On a bottle of soy-sauce, possibly not. On a packet of chocolate biscuits, almost certainly! Who then makes the decision what should be returned to the shelf and what discarded? The retail worker that gets paid $25 an hour?

            • callum9999 on 18/09/2023 - 23:31

              @dcash: Sure, why not? They're not always as stupid as people imagine they are.

              • dcash on 19/09/2023 - 07:28

                @callum9999: No, but often they are, so in any large organisation you have to write policies that cater to the lowest common denominator.

  • Tech5 on 18/09/2023 - 11:31
    +2

    How much was the value of time wasted? Clearly nothing for your wife

    • CyberMurning on 18/09/2023 - 11:45
      +4

      maybe return the wife, its is better and cheaper long term.

      • Rukiata on 18/09/2023 - 14:02

        Forgot about returning the husband too

    • CowFrogHorse on 19/09/2023 - 10:30
      +1

      How much time have people wasted commuting every week and they demand nothing be done ?

      10 - 20 hours a week x 40 weeks a year x 40 years….

      NOW thats dumb…

  • Empharand on 18/09/2023 - 11:35
    +5

    Have you experienced this or have you just ignored consumer rights and got accepted to big corporation bullying tactics?

    Better question.
    Did you actually read up on the ACCC Consumer Rights regarding Change of Mind returns? Refer below.

    Consumers are not entitled to a repair, replacement or refund under the consumer guarantees if:
    they got what they asked for but simply changed their mind, found the product cheaper somewhere else, or decided they didn't like the purchase or had no use for it. However, if a business has a ‘change of mind’ policy, they must follow it

    Personal Opinion: I don't disagree with supermarkets logic to not take back potentially tampered-with food related items (a condiment in this case) in order to protect other consumers
    how are they meant to know that you haven't stuck a needle through the bottom or side of the bottle and injected something into it and then resealed it, doubtful they would check… Yes I understand that's a weird example and very rare, but what I'm getting at is that there are more ways to tamper with a sealed product then to open the lid and remove the seal.
    It's also not difficult to reseal some basic seals (Eg. one of those circular foil seals that come off in one piece).

  • Aleigh123 on 18/09/2023 - 11:43
    +6

    Former Woolworths employee here. They are correct that for most products, change of minds returns are flat-out denied (I think some Woolworths home brand stuff might be exempt from this? Don't quote me though). Unless maybe you go full Karen and bring in the manager, etc. But it shouldn't be difficult to do an on-the-spot exchange. That is, you buy something else that is of equivalent or greater value during that shop. Woolworths typically doesn't like to give credit (e.g. gift cards with the value of the item).

    If someone refuses an exchange, ask for a supervisor or manager. Normal frontend employees (or some that just can't be bothered dealing with exchanges/refunds) may just parrot the "We don't do change of mind refunds" without offering an exchange.

    And regarding consumer rights, there is absolutely nothing in consumer law requiring businesses to give change of mind refunds to customers. In fact, the ACCC explicitly states the contrary.

  • CyberMurning on 18/09/2023 - 11:44
    -5

    WW had millions dollar profit they should allow.
    i was at coles but it was same day, to return bag of carrot $2 and they asked where is the receipt i said dont have anymore okay here is cash for you

    • Nillionaire on 18/09/2023 - 16:07
      +2

      😂

    • DONMAI on 19/09/2023 - 22:22

      Employee probably out of pocket.. "pls just get away…"

      Do people think Woolies, Coles or other large corporations don't factor these losses in? And then who pays in the end? Prices go UUUPPPPPPP

  • jv on 18/09/2023 - 11:45
    +7

    or have you just ignored consumer rights

    Please provide link to the 'consumer rights' you are referring to? 🤣🤣🤣

    ACCC explicitly states companies are not required to return/refund/exchange for change of mind…

  • CyberMurning on 18/09/2023 - 11:46
    -2

    as always, (too bad your wife is not a) bikies

  • Malik Nasser on 18/09/2023 - 11:49
    +9

    When it comes with consumables, I would not want to purchase an item that has previously been purchased by someone else.
    It may have been unopened, but Woolworths have no idea how it has been stored. You could have left it in your hot car for a day which could significantly impact its quality / useful life.
    I am with the OZB community on this one. Your post and some of the following comments was good for a laugh.

    • Typical16-bitEnjoyer on 18/09/2023 - 11:55

      They don't resell.

      • Aleigh123 on 18/09/2023 - 11:57

        They most certainly do resell things apart from things that are obviously damaged, faulty, or things that go off easily (like milk, meat, vegetables, bread, etc).

        • Typical16-bitEnjoyer on 19/09/2023 - 07:03

          Perhaps the huge stockpile of those 3 is what I saw when last out the back of a Colesworth.

  • Drakesy on 18/09/2023 - 12:34
    +2

    OP burnt more in fuel in trying to return it
    I don't usually agree with corporations but when i do it's because they have a point

    Saucy

  • solidussnake on 18/09/2023 - 12:38

    Amazing read thanks for making the start to the week a good one !!

  • Protractor on 18/09/2023 - 12:41
    +5

    Surely this is a troll or school holiday post? Who would return Soy sauce. If you are even a light user it never goes off, before it's gone

    And given ppl hide needles in fruit, I for one support this policy. In spades.

    OP.Train your wife to check the pantry before she shops. Problem solved.
    There's a cost of living crisis.Either you are too wealthy, or too tight. Or both. But your fiscal logic needs tweaking

    WW aren't acting like QANTAS, I think you may be acting like Gerry

  • mapax on 18/09/2023 - 12:45
    +1

    and got accepted to big corporation bullying tactics?

    So you ignore all of the things you could legitimately call them out for and go with complaining that they’re bullies because your wife made a mistake?

    • Protractor on 18/09/2023 - 12:54

      Given the potential for bad PR to damage a brand, these sorts of posts ( not this actual one, that's for sure) are themselves a form of bullying.

  • randomusername2017 on 18/09/2023 - 12:49

    Surely choice has done a soya sauce study.

  • Ozbar Gain on 18/09/2023 - 12:49
    +1

    I suspect you bought multiple bottles of soy sauce but then found it cheaper elsewhere and are now trying to return a whole lot to WW. No one would go through all that effort for one bottle

  • bdl on 18/09/2023 - 12:52
    +4

    Keke-O man, that was a Pearl River Bridge too far, must have been Amoy-ing.

    • abb on 18/09/2023 - 16:05
      +1

      You're a Fountain of puns, meanwhile OP is a sad Panda

      • bdl on 18/09/2023 - 20:38
        +1

        as bruce Lee said, "he who Kum to woolies, Kee-n on refund"

  • Heaps for Cheaps on 18/09/2023 - 12:58
    +3

    Your best bet is to sell it on gumtree

    That lady who made the mushroom & beef pie claimed to have purchased some of the mushrooms from a supermarket… what if the mushrooms she purchased were ones returned?

  • stuffandthat on 18/09/2023 - 13:10
    +2

    Just buy some more dimmies.

  • hasher22 on 18/09/2023 - 13:19

    All consumer law jokes aside, shop at Aldi, they take anything back within reason.

  • Homr on 18/09/2023 - 13:27

    lol? soy sauce? lol

  • GordonD on 18/09/2023 - 13:28

    I just had an odd experience at Woolworths.

    Used a self-checkout. Got to the end, paid for it, and thought that was more than I expected. But that's a pretty normal experience these days. So I thought I'd check what I'd bought with the receipt. But the receipt didn't list the purchases, only state the final amount.

    The staff member supervising the self-checkout area said the service desk can print out the full listing. The staff member there couldn't. She called her supervisor. She couldn't. All that was in the computer was the same as printed at the self-checkout, the final total.

    They couldn't explain it. All they could offer was running everything through an operator checkout again to see if it got the same total. But by then things were starting to melt.

    They think its some sort of software bug. If it wasn't, if it was what Woolworths expects us to now accept, that the amount we owe them is whatever they say it is, that would be a legitimate complaint against the company.

    • try2bhelpful on 18/09/2023 - 13:32

      That does sound odd. Something to look at next time I shop there.

    • CodeXD on 18/09/2023 - 13:33
      +3

      Did you scan an everyday rewards card? If you opt in for digital receipt, you will only get a small print out of how many Disney Wonders packs you get.

      • try2bhelpful on 18/09/2023 - 13:36
        +1

        The man just checked his digital receipts and he got a breakdown of what he bought. We don’t get a receipt from the checkout with digital receipts.

      • GordonD on 18/09/2023 - 13:37
        +1

        Used an Everyday Rewards card. They said if I used the app it might be there, but I don't.

        It sounds like the software is wrongly deciding I want a digital receipt, not a paper receipt.

        If you don't get a paper receipt, and there's not a full listing in the store's computer, how do they check if they suspect you are not scanning things, or putting fruit and vegies through as a cheaper product?

    • [Deactivated] on 19/09/2023 - 19:30

      They're probably more concerned about recording your face ID data with their cameras.

      I find Woolies to be a bit dodge. Unlike Coles they don't seem to follow the Scanning Code of Practice which they are signed up to. This is where you get the item free if the price is incorrect. Coles staff seem to be trained to give this as an auto procedure. Woolies only refunds the difference.

  • leiiv on 18/09/2023 - 13:38

    Have you experienced this or have you just ignored consumer rights and got accepted to big corporation bullying tactics?

    Change of mind return has never been part of customer rights, it is a specific business policy.
    Both Coles and Woolworths had it for a long time, but Woolworths stopped doing that when people were hoarding the toilet papers during lockdowns. You can vote with your wallet and shop at Coles instead.

  • frugalftw on 18/09/2023 - 14:01

    I guess I’ll be searching for soy sauce on fb market place next lol Rent/storage is expensive, you’d better of giving it away for free.

    (No, I don’t agree with colesworths’ lack of change of mind returns either, but what can you do…)

  • handles1 on 18/09/2023 - 14:19

    Haha it’s ‘bullying’ because you aren’t familiar with common policy, you don’t like it and didn’t get what you demanded? What a world we live in..

  • nickj on 18/09/2023 - 14:23

    In future shop at Aldi, they have a 60 day return policy. Never had a problem returning stuff there, including when I found out I had doubled-up on a sauce.

    Coles had a change of mind policy pre-covid, they removed it too during covid, I suspect it never came back either.

    All of which makes it extremely simple for me to sequence the order in which we shop for groceries: Shop the seasonal specials at the fruit & veg store, then Aldi, then Coles or Woolies for whatever remains. That way I get the best combination (for us) of product quality / lowest prices / easiest returns policy.

    • Yola on 19/09/2023 - 07:44

      Last few weeks I returned a packet of nuts to Coles. No issues got credit to my CC.

  • capslock janitor on 18/09/2023 - 14:49

    WHICH SOYA SAUCE AND HOW MUCH WAS IT?

  • Pufff on 18/09/2023 - 15:00
    +1

    You do realise an unopened soy sauce bottle will last for years.

    • mskeggs on 18/09/2023 - 15:45

      For my grandparents, it would literally be a lifetime supply. They had a kikkoman from the 1970s when we cleaned out their pantry.

      • mapax on 18/09/2023 - 15:46

        Did you try any of that vintage soy?

        • mskeggs on 18/09/2023 - 15:56

          Should have, but it was the red top, 2 spout bottle that is unsealed, so didn't make it into the box of things to keep cause it would spill when moving.

  • gviddy on 18/09/2023 - 15:23
    +5

    I just feel sorry for people in retail. When someone brings back a bottle of sauce because they made the mistake themselves about buying a bottle when it wasn't needed.

  • H3R34TH4C0MM3NTS on 18/09/2023 - 15:25
    -2

    What about trying the "Customer Satisfaction Guarantee", this applies to some products but is not mandated by consumer law of course
    Just open and say you don't like the taste and they will give you a refund

    • Youi2018 on 18/09/2023 - 19:37

      Thats only for woolworths branded products not for other branded products

  • Kamsi on 18/09/2023 - 15:42

    Most retailers don't accept a change of mind returns but they do accept defects returns. :)

  • notallthere on 18/09/2023 - 16:11
    +1

    Bait post

  • SpicyStew on 18/09/2023 - 16:21

    buy it online, refunds without questions.
    if you do missing items then you don't have to return the item either.

    also, soy sauce has a long shelf life

  • MrMoo on 18/09/2023 - 16:24
    +2

    I changed my mind about reading this post. I'de like a refund please.

  • Zapwap on 18/09/2023 - 16:45
    +1

    OZB should introduce a separate node for troll posts.

  • DASHCAM NOW DUDE on 18/09/2023 - 17:58
    +3

    They don't know where it's been or what you've done to it. You could have left it out in the sun for hours.

    Almost as bad as those people who change their mind instore with refrigerated produce and just throw it whereever it's convenient.

    • Jimothy Wongingtons on 18/09/2023 - 18:55
      +5

      Shoutout to the animals that frequent mine that leave deli wrapped packages (ham, prawn etc) on random shelves. WE LIVE IN A SOCIETY FFS.

  • 2024 on 18/09/2023 - 18:05

    Have you experienced this or have you just ignored consumer rights and got accepted to big corporation bullying tactics?

    What consumer rights were broken here?

  • Cheesysmiles on 18/09/2023 - 18:41

    That's a bloody outrage it is! I'm gonna take this all the way to the prime minister!

    • Aleigh123 on 19/09/2023 - 09:59

      Let's be reasonable. Surely the high court is enough :)

  • Sammy Boi on 18/09/2023 - 19:13

    People really need to sit down and have a hard think before they write this crap up

  • Weezle on 18/09/2023 - 19:13

    Who could be bothered to return a bottle of sauce….. Honestly.

  • kaleidoscope on 18/09/2023 - 19:15

    Thanks for the laughs 🤓

  • Youi2018 on 18/09/2023 - 19:35

    They don't refund or give a credit note but you can exchange for anything else in the shop . You could have done that ?

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