When it comes to furious customers and Woolworths there was a fairly routine story about four and a half years ago.
What makes it different from the many other stories on furious customers and Woolworths is that this was a genuine story. Organised bulk buying of baby formula from both Coles and Woolworths had led to concerns of a nationwide baby formula shortage.
Opportunists were bulk buying certain brands of baby formula and shipping it to China where it could be sold at four times the price. Australians urged the two leading supermarkets to enforce purchase limits. Three parents with Asian sounding surnames had their online orders for baby formula cancelled by Woolworths. Korean-Australian mother Sarah Kong had her order for four tins cancelled, being told it was deemed “suspicious”. She had banded together with the other parents to lodge a complaint to the Australian Human Rights Commission. They also sought an apology from Woolworths.
It was clear Woolworths had slipped up with customer service standards. According to the opening paragraph of the story in the Sydney Morning Herald;
Three furious customers are demanding an apology from Woolworths for cancelling their online baby formula orders and suspending their accounts, accusing the supermarket giant of racial profiling.
Whilst this certainly wasn’t the first story of “furious customers” and supermarkets in an interesting coincidence such stories involving Woolworths (and Coles) steadily began to increase. Four months later news.com.au published Shoppers furious over milk shortage. Two telling aspects were the use of Facebook comments and the fact customers had published images to make their point.
COLES and Woolworths are facing a PR nightmare with shoppers furious that they have been unable to buy alternatives to supermarket milk brands.
The Facebook pages of both supermarkets have been flooded with photos of shelves empty of other brands of milk while bottles of Coles and Woolies-branded milk are fully stocked.
In December that year the Daily Mail Australia broke the riveting story of customers who were “cheesed off” to find they had bought pizzas with most of their toppings missing. It seems that with customers using Facebook to post images and complain about products there are stories for the taking. Customers were about to become frequently furious. In this case the Daily Mail headed the story, Woolworths customers furious after buying pizzas with most of their toppings missing.
On May 24th 2017 Australians learnt of “disc rage” which was due to Woolworths famed Marvel Discs collection of 42 free discs for kids being almost impossible to find in store but available on eBay for up to $800. On Facebook one father wrote;
My two kids are giving me grief over your stupid discs. If you want me to shop at Coles you’re doing a great job.
A week later came a social media campaign on Woolworths Facebook page started by a savvy shopper who wanted to know why Woolworths was locking up its pregnancy test kits. Woolies argued they were preventing theft, but received no sympathy. There were almost 750 comments. Yet these comments didn’t just comment. They complained. Even as complaints they didn’t just complain. These complaints raged. It was reported;
Complaints to the company’s Facebook page raged that it was unfair that women worried they could be pregnant were somehow forced to ask permission from store staff.
A few days later the same publication, B&T Magazine published, More strife for Woolies as customers vent sweet potato fury. It was reported that the fury was due to;
A pack of orangey spuds in a [plastic] tray and plastic wrapping!
7,200 comments vented fury at Woolies threat to the planet and rejected their defence of protecting produce through “the supply chain”. Nonetheless the article finished by noting that Woolworths did have one supporter who wrote;
People have nothing better to do with their time then to complain! We should be worried about the more pressing issues in the world!
Could this women have been immune to fury? In any case her sensible demeanor was not catching. B&T reported that she was “suitably roasted” for her comment.
In August 2017 we read Woolworths customers furious after they were charged twice for old purchases. Readers were informed by Yahoo;
Furious customers took to the Woolworth (sic) Facebook page to demand their money back after they noticed they were missing hundreds of dollars in duplicate payments from transactions made in March.
On October 24th that year we read of Mum’s fury after Woolworths product burns son, following a Halloween face-painting episode. Although mum had tested the $4 product on her son’s wrists with no problem it seems when it came to the face a furious burning followed, requiring treatment.