Steve Holt, 51, has tried to get a job at Woolworths for years but said he keeps getting seemingly rejected by the AI interview system.
Steve Holt, 51, has worked in warehouses and handled stock his whole career.
Despite that, he said he had been rejected in six Woolworths job applications, submitting his latest application in October.
Each time, he submitted an application online and was prompted to complete a written chat-style interview run through Sapia AI, an Australian-based AI hiring platform used by Woolworths.
He said his applications were never progressed and he never got to speak to a human being about the roles.
“It just makes these ridiculous assumptions without even meeting you … no interview, no nothing.
“This is just a computer programme.”
Holt is a solo parent who homeschools his neurodivergent son while coping with his own health issues.
He is currently on a benefit and is looking for a part-time job.
Holt said he was an “affable” person who “was not an a***hole” and would have been capable of stacking shelves in a supermarket if it was not for the AI interview.
“I did not pass the AI bouncer,” he said.
Holt said he was “100%” certain he would have a much higher chance at getting hired by Woolworths if he was offered an in-person interview with a local manager.
Auckland mum Lucy Scott told the Herald she lodged a formal complaint with Woolworths after her 16-year-old son received feedback from AI that was “completely disconnected” from who he was.
Her son was told he prioritises “speed” over “accuracy”, his “self-belief” could “alienate” people, and he was “at risk of investing too much emotional energy in other people’s problems”.
“These statements directly contradict real-world feedback from previous employers,” she said.
Scott and her son live in a semi-rural area where job opportunities for young people are limited.
She described him as a “respectful” and “eager to learn” team player who had experience doing long, physically demanding shifts.
“This process feels like a barrier rather than a pathway, especially for entry-level roles that should be accessible to young people willing to work hard and learn.”
Woolworths uses an AI tool called Sapia AI to help assess applicants.
Suzanne, who did not want to share her last name, is a semi-retired woman who applied for two retail assistant jobs at Woolworths in February.
She told the Herald she had extensive customer service experience, including 20 years working for an airline.
She was rejected for both roles, which surprised her because she was “well overskilled” and “well overqualified” for them.
Suzanne said the AI interview feedback she received called her introverted, which she said was “laughable” because she was known to talk a lot.
AI also said Suzanne was resistant to change, too routine-driven and too laid-back.
“When you have done 20 years of flying and living out of a suitcase, I think you are reasonably flexible, so that’s completely inaccurate.”
At the end of her interview, the AI asked her what age range she fitted into, which made her think the personality profiles it creates might include age-based assumptions.
She said although she was mature enough to not care too deeply about the AI feedback, she worried about how it could affect people who were sensitive, vulnerable or young.
“I no longer wish to work for this company, as they have shown me how little they respect prospective employees, therefore how could they possibly be a good employer?”
The Ministry of Social Development said it is aware of the use of AI in some companies’ hiring processes.
More than a million job applicants across Australia and New Zealand have used Woolworths’ Sapia AI’s screening tool since it was introduced.
In a statement to the Herald, the company said: “Our recruitment process has been designed to ensure it is fair and accessible and we have checks and balances to help us monitor bias or unfair outcomes.”
That included producing comprehensive impact assessments to ensure the AI met ethical standards and anonymising any demographic information it recorded about its applicants.
When asked what human involvement there was in the hiring process, Woolworths confirmed there was a “human in the loop” after the initial AI assessment.
“Our recruitment process is designed to help candidates achieve success in their careers and the insights process is voluntary.”
Woolworths said the majority of feedback it received about its AI tool was positive.
“We genuinely welcome feedback on our process including the use of technology.
“We are always looking to improve a candidate’s experience when looking for a role with us.”
The Ministry of Social Development (MSD), which oversees Work and Income, said it knew some job seekers had encountered AI when applying for work.
“The job market is constantly changing, and we’re aware that the use of artificial intelligence is becoming more common,” MSD client service delivery general manager Graham Allpress told the Herald.
Allpress said he was not aware of MSD receiving specific complaints about AI recruitment processes and the ministry did organise seminars about employment opportunities, but these did not focus on the use of AI in hiring.
Sapia AI has been contacted for comment.
Janhavi Gosavi is a Wellington-based journalist for the New Zealand Herald who covers news in the capital.