WE HAVE COME TO expect a high level of quality and service from Woolies. So I was anticipating much of the same from its call centre. But it wasn’t to be. A few security questions later and an explanation of the problem – something I did not buy was reflected on my statement – I found myself on the back foot. It turns out Woolworths is happy to provide credit facilities but doesn’t have systems in place to handle queries relating to errors. Yes, you can receive your balance, your last purchase or credit available at the press of a button but point out an error and everything goes pear-shaped.
While extremely polite, the operator left me in no doubt I’d need to do all the legwork to rectify its error. And that because Woolworths’s head office doesn’t have access to the transactions made at their various branches. I found that difficult to get my head around and – unusually for me – I was at a loss for words.
So off I go to the Woolies branch where the transaction took place. Stand in a queue, see store manager, request a printout of the transaction, dispute it, request that the dispute be sent to head office and leave store. I should send Woolies an account for my time and petrol. And the problem is still somewhere unresolved in cyberspace.