I have been a loyal Woolworths online customer but the last 4 weeks have been appalling and have highlighted to me your absolute lack of customer service and a very wasteful business model. My story, about 4 weeks ago - 22.3.23 my online shopping was delivered to the wrong suburb. At first I thought it was amusing and was confident I could fix it easily. How wrong I was. I was abused by your staff , lied to and generally treated badly - yes a customer who pays you. But I got the shopping a full 24 hours later. I wasted a few hours on the phone , had to go shopping for what I needed immediately and was late for a long planned event. When I finally got a reply from the investigation into this it was weeks later and the logistic manager was very matter of fact - apparently the driver had a really bad day. Well I had a really bad day - come home from work to find no shopping despite the text that assured me it was delivered, hours on the phone being abused whilst I tried to fix it and then missing the start of an event. I do not think telling a customer the staff had a bad day answers questions about how the driver managed to deliver to the wrong suburb - do you. That was all I wanted. Well after my complaint the drivers have given me what I can only describe as pay back. We have had to unload the crates as the driver would not and the groceries were thrown onto the porch some rolling down the step. But the worst was today when the driver must have been having another really bad day because he delivered the shopping to the dentist in the wrong suburb again. I have again spent an hour on the phone trying to fix this - the shopping may come tomorrow or it may not. There is no escalation process - you just have to wait weeks and the you get some story and “ oh well we are sorry “ - not good enough. I was assured Carr would be taken and all the drivers knew to be careful - not true. So why are Woolworths happy to keep giving away of free groceries to the dentist in another suburb but I am paying for mine ? I am assuming the Woolworths must be making a huge profit as it can afford to keep giving away groceries like mine and then losing customers like me. If I assume that there is only one unlucky customer per store (very unlikely) and that as in my case the loss is $500 per month then annually $500 x 12 = $6000 per store x 1085 stores = an annual loss of $6,510,000 plus custom lost and all the on costs of paying logistics who just don’t deliver. I assume there are many more than one person per store. My advice would be don’t bother shopping with Woolworths they really do not care.