The behavior displayed by Toongabbie Woolworths Manager Jennie was nothing short of arrogance. She addressed a customer with the words, "Give him the refund to shut him up," in an utterly condescending manner. It's important to clarify that I wasn't seeking a monetary reimbursement, to begin with. My request was a simple exchange. One might wonder how a customer is supposed to know that frozen items are non-exchangeable. While it may be store policy, it's essential that such policies are communicated clearly through various channels, both online and offline, to ensure customers are aware. My question is: why should a customer be silenced when they have a legitimate concern? I wasn't seeking a refund but merely wanted to exchange a frozen item I had purchased from another Woolworths store. The item was labeled as "Gluten-Free," and I wanted to exchange it at my local outlet. What's wrong with that? When I was informed that frozen items couldn't be exchanged, my concern was whether Woolworths had effectively communicated this policy, given their excellent track record of promoting products and policies. If such a policy exists, a clear notice should be provided. I believe it's reasonable for a loyal customer of 15 years to expect this level of transparency. Customer service should always prioritize effective communication and problem-solving. Unfortunately, my encounters with Jennie have shown that she consistently neglects customer concerns. She had no right to attempt to silence me. In fact, she should understand how frustrating it is when faced with such a situation, and she should have handled it more professionally. It is disheartening to recount how Jennie carelessly discarded the gluten-free Prawn Hargow 12-pack into the register bin, as if it meant nothing. It's important to remember that food is a basic necessity, and many people are struggling to have a proper meal, especially in challenging times. For Jennie, it seemed inconsequential, but for me, it mattered. I urge Woolworths Australia and Woolworths Toongabbie to review the CCTV footage at the information counter to confirm the accuracy of my account. I'm not seeking any freebies; I merely expect respectful treatment as a paying customer. Jennie is not the owner of Woolworths; she is another staff member whose role is to provide the highest level of customer service and respect. https://www.productreview.com.au/reviews/e27e64fe-0c68-5455-a969-bf0731f1429b