Woolworths responds to criticism of its 25 cent brown bags

Woolworths has responded to customer fury after brown paper bag blowouts across three states, with a ‘manufacturing’ change blamed. Have you been a victim of a busted bag? VOTE NOW

Unsuspecting supermarket shoppers in three states have been left in tearable shock after having expensive groceries ruined by a dodgy batch of 25 cent paper bags.

Supermarket giant Woolworths says it’s working to get a grip on the shock problem caused by a “manufacturing” change to its own branded paper bag’s handles.

The issue is affecting the 25c bags sold in stores across Queensland, New South Wales and Victoria, leaving shoppers nervously clutching their purchases until the problem is fixed in coming weeks.

Ascot’s Bernard Canavan, 63, said all three of his bags broke at the handles on his way from the checkout just before the Easter long-weekend.

“I’m not one to underload them,” he confessed.

“But they just failed to take any weight whatsoever and snapped instantaneously and without warning.”

Another Ascot resident, Ben, said his bag broke under the weight of just one item – sadly a $30 bottle of wine – after he’d already made it home.

He said he has also seen other customers around Brisbane and in Noosa lose their loads.

“I’ve seen the rage and defeat in so many people’s faces when their stuff drops to the ground,” he said.

“The deep inhale and look up at the sky.”

Gilbert donaldson, 20, purchases the 25c paper bags every time he does his shop and says they seemed to break every third or fourth trip.

Woolworths said a “small change in the manufacturing process” had affected the handles of a batch of its paper bags.

The supermarket has not recalled the product and confirmed some affected stock still remained in stores.

“We have worked directly with our supplier to resolve this issue,” a Woolworths spokeswoman said.

Gilbert Donaldson from Ascot at Hendra Woolworths with his Woolies bags. Pic Annette Dew

“We encourage customers to avoid overpacking the bags, particularly with heavier items.”

The spokeswoman declined to say when the retailer became aware of the problem, how many bags were affected or which stores were still selling them.

“New batches of paper bags will arrive in stores over the coming weeks,” she said.

Lucy Swan, 18, said one of her bags broke last week while carrying only very light items including potato chips.

“It was raining so it just got a little bit of water on it and it disintegrated,” she said.

“It was very annoying and my stuff went everywhere.”

Woolworths claims their paper bags have been tested to carry up to 6kg of groceries, and could maintain their structure when carrying chilled or frozen products.

The company encouraged anyone with concerns to speak to their local store or contact Woolworths’ customer service online.

“If a customer experiences an issue with their bag, we encourage them to speak with our store team members or reach out to our customer service online assistance,” the Woolworths spokeswoman said.

Under Australian Consumer Law, customers are entitled to a repair, replacement or refund if a product fails to meet basic guarantees — including being of acceptable quality.

Woolworths says their paper bags were designed to carry up to 6kg, even when filled with chilled or frozen products.

NewsWire / Monique Harmer

It encouraged unhappy shoppers to contact their local store or the online Woolworths’ customer service centre.

Under Australian Consumer Law, customers are entitled to a repair, replacement or refund if a product fails to meet basic guarantees, including being of acceptable quality.

An ACCC spokesperson said products must be of acceptable quality and fit for purpose.

The consumer guarantees applied to a wide range of products.

“We expect retailers and/or manufacturers to abide by their legal requirements at all times,’’ they said.

Consumers are entitled to a repair, replacement or refund if products or services did not meet standards.

They might also be able to claim compensation for losses incurred as a result of problems with the product or service.

Originally published as Woolworths responds to criticism of its 25 cent brown bags