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

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closed Comments

  • [Deactivated] on 09/09/2015 - 22:08
    +7

    No offence, but i have a feeling you already have a reputation at Woolworths for being that "Annoying wierdo customer that returns everything".

  • m00c0w on 09/09/2015 - 22:10

    I remember working in a supermarket as a young kid and one day we had a customer come in and ask for an exchange on the condoms he'd bought.. The poor guy was going to get lucky and had opened them up, only to find that for some reason the lube was all black… Needless to say we gave him a refund and another box, then also wished him luck with his lady :-)

    For fruit… I'd just give the refund and a replacement considering how much used to get thrown out as spoilage anyway.

  • dr on 10/09/2015 - 08:26
    +7

    You are either a troll or you need to get a life and/or some professional help. You got a refund and in addition to that you insist on getting a different fruit. Is all that effort and time worth $2.60?

  • nx1nx1 on 10/09/2015 - 13:21

    they gave you a refund… just go in a buy whatever you want with that refund. whats the difference?

    • kungfupanda on 10/09/2015 - 13:45

      The difference is OP wants to get FREE product similar to strawberry purchased (then returned) without using the refunded money.

      The worst part is OP's last attempt (after previous successes) failed and now OP can't sleep well - so OP is looking for supports from OZBargain community to justify this.

  • sobes on 10/09/2015 - 14:22
    +2

    The problem with the current 'customer must always be satisfied' culture is that it creates an unrealistic sense of entitlement in certain kinds of people, and this post demonstrates it perfectly.

    OP bought some strawberries he wasn't happy with:
    - He took them back and got a refund (this is where I'd expect it to end with all parties satisfied)
    - He also wants a replacement for the strawberries too. They say sure, but it has to be the same product (a refund and a free replacement - above and beyond)

    Not good enough though - he wants the refund and something else for free, and after they reasonably refuse he rushes home to complain to the support line. They also refuse, so now he's losing sleep - all because he couldn't get a free $2.60 item of his choice. I don't think he's being sneaky, I think he is being genuine, and it's a good example of the irrational notion of entitlement current retail culture creates.

    "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 … am I just being picked on?"

    • cloudy on 10/09/2015 - 17:55

      So are you blaming the retailer for this?

      The retailer never said they will give you a refund and a choice of another completely different product? So how did the retailer create this unrealistic expectation? Surely the world just needs some common sense and for those who lack it to continue to lose sleep forever I hope.

      Sorry, hard to have pity for OP.

  • Gotchas on 10/09/2015 - 14:23

    A bad apple wanting a good Apple

  • foxmulder on 10/09/2015 - 14:56
    +2

    I want my 10 minutes back from reading this thread. :)

    • spackbace on 10/09/2015 - 15:03

      Your 10 minutes are out there… ;)

  • Lancerx on 10/09/2015 - 15:25
    +2

    GET A LIFE OP!! You got refunded $2.60, and you still want free stock?!!! Unbelievable some people!

    • foxmulder on 10/09/2015 - 15:35

      You forgot to say You Big Fruit!

  • CheapCoffee on 10/09/2015 - 16:21

    Oh man, 2 Woolworths threads on the front page :P

  • mrdk on 10/09/2015 - 18:12

    I came here for the bargains.

    I stayed for the comments.

  • Moderatorhamza23 on 10/09/2015 - 18:34

    Think this thread has run its course and many opinions shared. Comments have been closed.

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