Woolworth shopper’s fury at ‘refund policy backflip’: ‘Very poor form’

A Woolworths customer has spoken of her frustration after seeing a change in how the supermarket normally gives her refunds.

Taking to Twitter, the Woolies shopper said she was unhappy that she had been offered a store credit – rather than a refund – to compensate for out-of-stock items in a recent home delivery.

She further claimed that the store’s balance could only be used with a minimum amount of $30.

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In previous transactions, the customer reported receiving a refund for unavailable items.

In her tweet, which drew a lot of attention on social media, she called the move “very bad form”.

“I do not support your new business credit protocol for out of stock,” the buyer tweeted.

“I ordered things. you don’t have my stuff Please give me my money back. NO store credit with a new $30 minimum purchase to redeem.

“Bad form. Very bad form.”

In response to another Twitter user, she added: “Woolies have a substitution policy. But sometimes they cannot replace. They usually give a refund. This is the first time I’ve come across this store credit malarkia.”

7NEWS.com.au understands Woolworths typically only offers store credit refunds when a customer pays for an online order with Everyday Rewards points or a Woolworths gift card.

If a customer pays in any other way, they’re usually offered a refund.

At this time it is unclear how this customer paid for her items.

The customer’s post sparked a wave of outrage from her 14.7k followers, with many encouraging her to pursue the issue further.

“I’m reasonably sure that if you look around in your state’s consumer laws and/or the ACCC, you’ll find that they can’t insist on a loan,” one said.

“Sure, they can offer. But the 30-minute edition will make the offer unappealing to many. They should refund.”

Another wrote: “My question: Why are the OOS [out-of-stock] Receive credits via email instead of receiving an automatic credit on your next order? How many of these emails are forgotten or ignored by busy or elderly people? Woolworths gets paid for… nothing!”

A third replied: “I have the exact same experience. I am receiving store credit codes for out of stock items that have not been replaced. I was told abruptly over the weekend by a member of staff that you cannot use the credits in store, they are online credits only. Really ordinary service from Woolworths.”

7NEWS.com.au understands that each type of refund depends on the payment method of the item in question.

If a Woolworths gift card was used in the transaction, the refund will be in the form of a voucher code which will be emailed to the customer and can be used online.

When a payment is made with Everyday Rewards dollars or a gift card, credit is often given as a refund.