This mum’s horror story will change how you buy groceries online!

Buying household provisions via digital platforms has gained considerable traction amongst Australian consumers. 

However, a recent experience encountered by a regular shopper serves as a cautionary tale regarding the potential for unexpected discrepancies in this otherwise convenient method of shopping.

Online grocery shopping has become a lifeline for many Australians, especially for busy families and those who prefer to avoid the hustle and bustle of the supermarket aisles. 

But as one Gold Coast mum recently discovered, the convenience of ‘click and collect’ can sometimes come with some truly unpleasant surprises.

A routine order turns rotten

For this North Gold Coast family, what started as a standard online grocery order quickly turned into a nightmare. 

The mother, who placed her order with Woolworths on a Sunday night, expected the usual: fresh, quality products ready for her husband to collect on Tuesday morning. Instead, she was met with a scene that would make any home cook’s stomach churn.

First, her husband noticed something was off with the ‘Woolworths Essentials’ frozen chips. 

Instead of the crisp, icy fries they were expecting, the bag contained a warm, ‘mashed and mouldy mess.’ Not exactly the side dish you’d want with your dinner.

But the worst was yet to come. Later that evening, her teenage son went to the kitchen for a snack and opened a packet of chicken tenders—only to find a ‘stinking black blob’ that was, in her words, ‘unrecognisable.’ 

The chicken, still within its use-by date, was covered in green and black mould and emitted a foul odour. ‘It was as if someone had fished it out of a bin and put it in our order,’ she said.

When convenience backfires

While minor hiccups with online orders are not uncommon—perhaps a bruised apple or a missing item—this experience was on another level. 

The mother, who had previously had small issues with click and collect that were quickly resolved, was left disgusted and concerned about how such a mistake could happen.

She promptly contacted Woolworths to lodge a complaint. The supermarket responded with a $4 refund for the chips, but the chicken tenders, which she hadn’t even ordered, were not refunded. 

Eventually, a $20 store credit was offered as an apology, but no clear explanation was given for the mix-up.

Woolworths responds

A Woolworths spokesperson acknowledged the incident, stating: ‘We take food safety very seriously and have strict food safety management processes. 

Our Customer Hub team has contacted the customer and refunded their order. While we are actively investigating how this incident occurred, it appears to be an isolated incident.

The supermarket has launched an investigation, but for this family, the damage was already done.’

Food safety and your rights

Incidents like this are rare, but they do highlight the importance of food safety and consumer rights. 

Australian supermarkets are required to adhere to strict food safety standards, and most have policies in place to address customer complaints swiftly. 

Woolworths, for example, offers a ‘Fresh or Free’ guarantee, promising a refund or replacement if you’re not satisfied with the quality of your fresh food, whether you shop in-store or online.

If you ever receive groceries that are spoiled, damaged, or not up to standard, it’s important to:

• Take photos of the offending items as evidence.
• Contact customer service as soon as possible, either online or by phone.
• Request a refund or replacement under the store’s satisfaction guarantee.
• Report serious food safety concerns to your local health authority if necessary.

Why do these mistakes happen?

While supermarkets have systems in place to ensure quality, mistakes can slip through the cracks. 

Factors such as human error, improper storage, or breakdowns in the cold chain (the process that keeps food at safe temperatures from the supplier to the store to your home) can all contribute to incidents like this.

Online orders are typically picked and packed by staff who may be under time pressure, especially during busy periods. 

Sometimes, items that should have been discarded end up in a customer’s bag by mistake. While this is no excuse, it does highlight the importance of vigilance, both from supermarkets and shoppers.

Tips for safer online grocery shopping

• Check your order immediately upon collection or delivery. Don’t wait until later to inspect perishable items.
• Store cold and frozen items promptly to prevent spoilage.
• Know your rights—most supermarkets have clear policies for refunds and replacements.
• Give feedback—reporting issues helps stores improve their processes and prevents similar incidents from happening to others.

The bigger picture: Is online grocery shopping still worth it?

Despite the occasional horror story, most Australians find online grocery shopping to be a convenient and reliable option. 

It can be a real game-changer for older Australians, people with mobility issues, or those living in remote areas. But as this story shows, it pays to stay alert and proactive.

Have you ever had a click and collect or home delivery order go wrong? Did you receive a refund or replacement? Or do you have tips for making sure your groceries arrive fresh and safe? Share your experiences in the comments below—your story might just help someone else avoid a similar fate!

Also read: How to slash your monthly grocery bill, per money expert