A shopper has found themselves caught in automated customer service limbo after a conversation with a Woolworths chatbot went awry. <\/p>\n
Rosalind, from NSW\u2019s south coast, unpacked her online order from her local store; however, it wasn\u2019t until later that evening, when she had taken the strawberries out to eat she made a discovery.<\/p>\n
Fuzzy mould had grown within the batch, prompting her to inquire about a refund online. <\/p>\n
<\/p>\n
Only when she opened Woolworths<\/a>\u2019 digital support assistant \u2018Olive\u2019, the situation went off the rails. <\/p>\n \u201cIt was definitely a bit frustrating but definitely had me laughing just with how ridiculous it was,\u201d Rosalind told news.com.au <\/p>\n While she wasn\u2019t exactly perturbed by the mould, the conversation that unfolded with the automated technology was another story<\/p>\n In her initial message, she wrote: \u201cMouldy strawberries in my delivery order.\u201d <\/p>\n Only the bot failed to understand, asking \u201cCan you say that again?\u201d <\/p>\n \u201cProduce in my order is mouldy,\u201d she attempted. <\/p>\n Only Olive was still confused, admitting: \u201cI didn\u2019t get that. Can you repeat?\u201d <\/p>\n The shopper reworded her request a handful of times before conceding defeat and instead attempted to file a complaint. <\/p>\n Yet Olive continued with the circular responses, replying with yet another: \u201cSorry what was that?\u201d<\/p>\n Attempts to navigate the FAQ page and a feedback form also proved fruitless, ultimately rerouting her back to the chatbot.<\/p>\n A spokesperson for Woolworths told news.com.au that they \u201ctake product quality and food safety very seriously\u201d.<\/p>\n \u201cIf 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,\u201d the spokesperson said. <\/p>\n \u201cWe have reached out to the customer to apologise for their experience and issued a full refund.\u201d<\/p>\n Prior to her refund, Rosalind took to TikTok <\/a>hoping to entertain others with the digital standoff.<\/p>\n \u201cI didn\u2019t 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,\u201d the customer said.<\/p>\n Her comment section quickly filled with others finding the humour in the situation. <\/p>\n \u201cThis would have sent me overboard,\u201d a commenter admitted. <\/p>\n Another asked: \u201cWhy is Olive acting like it\u2019s a bad phone line?\u201d<\/p>\n \u201cWeaponised incompetence from AI is wild,\u201d a third quipped. <\/p>\n It\u2019s not the first time an Aussie business\u2019s AI chatbot has fundamentally misunderstood the assignment. <\/p>\n Last year, a Bunnings chatbot offered<\/a> a Queensland customer step-by-step advice on how to rewire an extension cord. <\/p>\n That\u2019s despite the fact, DIY electrical work is strictly illegal within the state. <\/p>\n The customer asked: \u201cI have an extension cord where the plug needs to be replaced. How can I replace that?\u201d<\/p>\n The chatbot provided the method without clear warning the work requires a licensed professional. <\/p>\n Bunnings <\/a>Chief Information Officer, Gen Elliott, confirmed the company was actively addressing the issue, telling news.com.au \u201cthe safety of our customers is our number one priority.\u201d<\/p>\n \u201cWe are aware of reports that the Bunnings AI Assistant provided guidance on electrical work that should only be carried out by a licensed professional,\u201d Ms Elliot continued.<\/p>\n \u201cWe 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.\u201d <\/p>\n Read related topics:Woolworths<\/a>