A shopper has found themselves caught in automated customer service limbo after a conversation with a Woolworths chatbot went awry.
Rosalind, from NSW’s south coast, unpacked her online order from her local store; however, it wasn’t until later that evening, when she had taken the strawberries out to eat she made a discovery.
Fuzzy mould had grown within the batch, prompting her to inquire about a refund online.
Only when she opened Woolworths’ digital support assistant ‘Olive’, the situation went off the rails.
“It was definitely a bit frustrating but definitely had me laughing just with how ridiculous it was,” Rosalind told news.com.au
While she wasn’t exactly perturbed by the mould, the conversation that unfolded with the automated technology was another story
In her initial message, she wrote: “Mouldy strawberries in my delivery order.”
Only the bot failed to understand, asking “Can you say that again?”
“Produce in my order is mouldy,” she attempted.
Only Olive was still confused, admitting: “I didn’t get that. Can you repeat?”
The shopper reworded her request a handful of times before conceding defeat and instead attempted to file a complaint.
Yet Olive continued with the circular responses, replying with yet another: “Sorry what was that?”
Attempts to navigate the FAQ page and a feedback form also proved fruitless, ultimately rerouting her back to the chatbot.
A spokesperson for Woolworths told news.com.au that they “take product quality and food safety very seriously”.
“If any customers have concerns about the quality of the product they receive, we always invite them to return it in-store for a refund or replacement, in line with our Fresh or Free policy,” the spokesperson said.
“We have reached out to the customer to apologise for their experience and issued a full refund.”
Prior to her refund, Rosalind took to TikTok hoping to entertain others with the digital standoff.
“I didn’t expect it to reach so many people honestly, but hoped it might give someone a laugh when we all try to navigate this new world of AI technology,” the customer said.
Her comment section quickly filled with others finding the humour in the situation.
“This would have sent me overboard,” a commenter admitted.
Another asked: “Why is Olive acting like it’s a bad phone line?”
“Weaponised incompetence from AI is wild,” a third quipped.
It’s not the first time an Aussie business’s AI chatbot has fundamentally misunderstood the assignment.
Last year, a Bunnings chatbot offered a Queensland customer step-by-step advice on how to rewire an extension cord.
That’s despite the fact, DIY electrical work is strictly illegal within the state.
The customer asked: “I have an extension cord where the plug needs to be replaced. How can I replace that?”
The chatbot provided the method without clear warning the work requires a licensed professional.
Bunnings Chief Information Officer, Gen Elliott, confirmed the company was actively addressing the issue, telling news.com.au “the safety of our customers is our number one priority.”
“We are aware of reports that the Bunnings AI Assistant provided guidance on electrical work that should only be carried out by a licensed professional,” Ms Elliot continued.
“We take this matter seriously and immediately further strengthened our safeguards to ensure that any request for advice related to electrical, plumbing or other licensed work is referred to a qualified tradesperson.”
Read related topics:Woolworths