Coles Supermarkets Australia
Reviews and Complaints

Julia mother of three, live in Newborough and sometimes come to Coles in Moe in the evening during discounts. On 2/06 around 6 pm I wanted to buy some meat products for the children but it was impossible because the woman who was doing the discount, a fat and short pig, said to wait for her to put the merchandise on the shelf. I waited, but she hid the stroller in the shed and later gave everything to some friends, probably. I waited outside and saw her hiding and smoking in her black car for about half an hour during work. This isn't the first time she's done this with me and other people. I hope it would be good to replace it.

Coles at Dandenong, Waverley Gardens, and Parkmore appear to have had a dispute with their trolley collectors last October. They then tried using their own employees to collect trolleys, but they were disinterested in the task, and there were never any trolleys available at the store. Their next solution was to reduce the number of trolleys available down to about 30 at each site. Brilliant - they save a lot of money in no longer having to collect trolleys, and even if you are lucky enough to find a Coles trolley, they've removed the chains so that if you're the first person returning your trolley you can no longer get your money back. Customers now walking around Coles using Woolies and Aldi trolleys - but that's only if they haven't had a gutful of Coles and taken their business elsewhere, like I have.

I use this service on a weekly basis.
FOR SOME MONTHS NOW I have found that the billing system attached to this service will not accept my visa credit card. I found that while this card was being declined by the your C& C system it was being accepted in Coles supermarkets and almost all other merchants where it is presented.
In the thirty plus years that I have held a vIsa (issued by ANZ) I have never had any difficulty meeting my credit commitments.
Coles advice to me was to check with my bank. Although ANZ were unable to identify a problem they agreed to issue a replacement card. This seemed to resolve the problem temporally before the problem returned.
Various solutions have been suggested including one that some merchants ( potentially including your C&C subcontractor) are no longer willing to accept VISA credit.
To date I have referred to your C&C staff , my local ANZ branch , VISA international support without finding a resolution.
Unless this complaint is taken seriously and resolved I have to advise you that I will transfer my weekly provisioning ($9,360 pa) to the obvious alternative supplier.
looking forward to a prompt resolution,
Yours faithfully , Robert Congdon
3 marker Avenue, Bellarine Lakes Country Club,
Moolap,Victoria 3224

This morning 15th August 2024 I was doing my groceries at Coles Haynes Western Australia.
When it came to checkout my purchases the only option for me was to go through self serve. As I have damaged knee and damaged back issues this isn't ideal for me. I had alot of items to check out and now I need to take more pain meds due to my knee and back being extra painful after me having to go through self serve. I don't mind doing self serve when I only have a few items but not when it is my weekly shop. I think if customers have no choice but to go through self serve we should be given some sort of extra discount or extra flyby points. When I go through a check out the person on check out help me out by putting my filled bags into the trolley.
I was told by other staff that they had a lack of staff due to this Coles not putting on the staff that they need for this store. I was at the store at 8:15am
Please consider the needs of your customers.

If there was an option to give Coles and Flybuys review as 0 stars, I would give. This program and all other flybuys programs are a total hoax. You waste times, effort and money of people. By the time when you have enough Curtis Stone credit points to get a thing, the time is about finished and Coles will say that they don't have the lowest possible credit item available and your points will not be redeemed for anything equal or greater value. Only items of greater value are available where if you want to get something out of your collected points, pay half the price to get it. I tried going from store to store with one answer saying not available as its finished. Though 2 days are still left, but availability of merchandise is not even displayed.

Terms and conditions are their reasons of not giving anything in return. With well trained staff who would misbehave with you on the counter or over the phone, you feel that no one will listen and you give up. It's available only on their website

Ashamed that all this is not noticed by consumer affairs. Shame on you Coles and Flybuys. I feel betrayed, cheated and disappointed.

What have you done? You have always been the best priced, best product supermarket!

You have changed your brand ice cream hutch is total crap, you have changed your brand long life lactose milk! And before you raised the price on your brand of fresh milk! I have always promoted Coles as the best for everything!

The item I buy for my business has always been Coles! With the crap that you are pushing it’s your recent changes means I will have to source from elsewhere!

No response required! Good bye Coles!

I went to coles at 4:30pm I wanted to buy 2litre big m and a 600ml and I was lining up at the cigarette register as I needed tobacco and the staff spoke rudely telling me I had to purchase my products first I explained how I wanted cigarettes too but she didn’t want to listen just said I had to buy the drinks first. Why did I have to do 2 transactions on three items? I thought that if you wanted smokes too you can line up at the registers as there was people lining up there

I felt like I was targeted by this staff member specially with her rudeness

see my emails below

Coles Online Customer Care

To:

[protected]@yahoo.com.au

Tue, 24 Oct at 9:40 pm

Dear Rachel,

Thank you for contacting Coles Online. We’re terribly sorry to hear that there was an issue with the items from your recent order.

So I can assist further, could you please confirm if this was an online purchase or an in-store purchase, also, please provide the description of your inquiry with regard to the items mentioned from your email. Please confirm as to whether the items were missing, poor quality or damaged.

Additionally, please provide the details of the items as they appear on your invoice along with the quantity.

Alternatively, please contact our friendly Coles Customer Care team on [protected].

We look forward to hearing from you soon.

Yours Sincerely

Divina

Customer Service Agent | Coles Online

...rachel dellar

To:

[protected]@online.coles.com.au

Wed, 25 Oct at 8:27 am

Hi it was In store

I have the receipt

And a video

It ruined our dinner

My daughter has tried twice to reach out to coles to get a simple refund and was told ro return the items to store

That’s impossible

And to contact nestle which is not our job

We want a simple refund please for the prawns and milk she is on a part time wage

My daughter paid for it

Please see attached receipt for prawns and milk

Thankyou Rachel

...

rachel dellar

To:

[protected]@online.coles.com.au

Sun, 29 Oct at 8:12 pm

Hi we are wondering how this is going please

Sent from Yahoo Mail for iPhone

Show original message

...Coles Online Customer Care

To:

rachel dellar

Mon, 30 Oct at 8:17 am

Dear Rachel,

Thank you for your email regarding in-store purchased. These types of queries are handled by Coles Customer Care. Our Coles Customer Care can be contacted on [protected] (Mon – Fri 8:30 am to 6:00 pm, Sat 8:00 am to 4:30 pm, Sun 10 am to 5 pm AEST) and one of the friendly team members will happily assist you.

Once again, thank you for taking the time to contact us.

Yours Sincerely

Sharmaine

Customer Service Agent | Coles Online

,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,rachel dellar

To:

[protected]@online.coles.com.au

Mon, 30 Oct at 1:25 pm

Yes that’s who I’ve been emailing

What’s happening

Sent from Yahoo Mail for iPhone

Show original message

...

Coles Online Customer Care

To:

rachel dellar

Mon, 30 Oct at 3:03 pm

Dear Rachel,

We sincerely apologise for the inconvenience. For Coles Online we can only assist orders that was made online.

For any assistance with in store purchase, please return to the store and have them address your concern. Also, please bring the invoice/receipt with you when you return to the store. We hope this information has been helpful.

Thank you for choosing to shop with Coles.

Yours Sincerely

Keeshia

...

rachel dellar

To:

Coles Online Customer Care

Mon, 30 Oct at 4:12 pm

please get a manager to call me

ive already been through the process now 3 times of saying this is an instore order, sent the receipt, and video and asked it be sorted

it shouldnt be with online people

or transfer it to them

we couldnt return it as it was too spoilt to carry

Rachel O'Neill

On Saturday 30/9/23 about 2:50pm my daughter entered the store wearing a backpack with few friends who was purchasing cosmetics. On entering there was no security to show contents of her bag as she had a bag of chips which she brought from home. When leaving the store security was present in which she was asked to show contents of her bag and she showed. On showing the security guard of African decent grabbed the bag and started to accuse my daughter of stealing them. My daughter explained that they were given to her by her mother at home in which he stated in an aggressive manner that he had just seen her grabbing the bag and putting it in her bag and he had her on camera. Bewildered my daughter stated my mum had given it to her at home and denied stealing. The security continued accusing her and shouting at her aggressively to return the chips and put it back in which my daughter refused as it was hers and stated show me the footage as she felt unjust. After embarrassing her in front of other shoppers he threw the chips on the floor and threatened her to don’t come back and he would call the police. My daughter was left to pickup her chips off the floor feeling belittled and embarrassed. This has traumatised my daughter who’s been unfairly mistreated and I expect an apology from that security guard and my daughter to be compensated for her mistreatment. I expect a response to this matter ASAP and cctv footages reviewed of this incident and the security guards supposed footage of her stealing. I expect this to be sorted or I will take it further involving media and take legal actions for traumatising my 14 year old daughter

Hi

I entered an offer you made to me saying if I spend $140 for 4 weeks, I will receive $50.00.

This message was sent on the 27th of July.

Week one and two and four where complete but week 3 wasn't.

On week 3 we spent $147.79 when the shopping came you didn't send some of our order this changed the amount to $136.76 this was not our fault

On week 4 we spent $147.21

It was only week 3 that stopped the offer which wasn't our fault.

I believe we should receive the $50.00 as we kept to our part of the agreement.

Thank you for looking into my query!

Brian Tomlinson

[protected]

The pricing on the Coles website was incorrect after midnight this morning and as such I made a purchase from this retailer on the basis that the advertised price for the goods was the actual price. Long story short a purchase that initially cost $56.80 (roughly) at 1:26am on 30/08/23, changed to $112.35 by 4pm that afternoon. I did not collect the goods and contacted the Customer Care department once I realised that the advertised discount had been removed from the total of my online order. Given that I would not have purchased the product at the real, unadvertised price, I explained what had occurred and requested a full refund. Not only was my request denied but to add further insult to injury I have been repeatedly accused by the Coles Customer Care Rep of having modified my order after the fact, I have repeatedly advised that I did NOT at any time modify my order and simply wanted a refund, my verbal request to the Coles customer care center was declined. I was told they could not help me.

I would strongly advise against purchasing from this retailor online, not only are they unable to advertise the applicable prices in real time in this technological era but they also refuse to assist to remedy the issue. Please understand that Coles expects that their Customers are across all of their promotions and policies and that their policy is that all accountability in this type of situation lays with the Customer.

Although the advertised price was incorrect, the Customer Care Rep advised me that it was my responsibility to read the fine print. This was said to me even after I explained that as I tried to check out with my original 4 products, Coles continued to advertise discounted products to me at the virtual check out by way of a pop-up window that stops you and asks you to review the discounted products in the window to see if you would like to add them to your trolley at the last minute. I did and grabbed a discounted 4-pack of flavoured spring water which was also later changed to a higher price, this is deceptive and misleading conduct in all its glory.

Will never shop with this retailor again after this experience, their response is absolutely appalling, I had been a Coles customer for over 30 years.

I would like to make a complaint about the removal of all but one checkouts at the Coles WPHills store. I just shopped at my local Cole at West Pennant Hills to find all the checkout removed , except one which was unattended , replaced by self serviced check outs , I had to ask several times for a superviser to help with my purchases , it seems to me as if Coles does not care about customers at all and only about profits . I have seen this in other supermarkets but this is the worst I have encountered so far

This morning at 9.44 I bought a coles roast chicken at CS Maroochydore, located in the Sunshine Plaza. When we sat down to eat this chicken we found that it was not seasoned & was quite tasteless. No stuffing at all. Buying a chicken is a treat for us as we are pensioners, so we are not happy at all to pay $12.00 . If I wanted unseasoned chicken I would have got the organic ones,

as Coles long term loyal customer for past 15 years i am disappointed in customer service at deli department at Burpengary Coles for past two months i have been refused service first with lies or excuses that Coles is out of product but lately and today i was refused to be served due to laziness of service person to clean the slicing machine , this is not before deli's closing time at all over 1 and half hours before closing young lady was clear that she will not serve me after i asked her name she was also rude using foreign language assuming i am Italian saying Ciao after my thank you Person in question said her name was Jessica not sure if true name anyway Coles may loose customers if young kids such as her are rude or do not care about customer service

I live in Perth Western Australia, it appears someone has fraudulently gotten one of my bank card numbers and used them to buy things from coles online, on the 10 August 2023 at 8:58pm AEST my bank blocked one transaction due to the OTP code. However for a less amount of $156.95 someone used coles online to purchase things at Stud Park Victoria (i live in Perth Western Australia). I flagged it with my bank the same night it happened and filed a police report. I was told to contact coles to try and block the purchase as it was pending, who I rung only to be informed I needed to access the coles account, (I do not have a coles account) so there was nothing i could do. I asked if it was possible for coles to flag the purchase to potentially catch the perpetrators only to be told I needed the coles account details (as I stated before, I don’t have a coles account) The transaction has now processed and appears as eftpos coles online Hawthorn East. The bank and police are investigating.

I ordered one dozen Coles brand free range Eggs with other items, the transaction went through and the total was taken off my credit card, the next day I received an email stating the Eggs were out of stock and the cost would be put back onto my card. That was Friday 5/8/23, I informed their customer service but to no avail, as of today 9/8/23 no funds have yet been received.

16/07/2023

I have been waiting 20 minutes for my order, I got to watch 2 delivery partners collect orders. All while I sit here using your “convenient” service, the north lakes store is awful. They either never have stock or have a million excuses as to why they can’t deliver any reliable service! I just drive further to mango hill from now on.

Coles in Southland Willetton is selling packed lamb leg less weight than mentioned in the label. I have proof of that by taking photo on Coles checkout weighing machine. One lamb leg pack is labeled 1.96kg and in Coles weighing machine showing 1.59kg. This is completely rip off, I am going to make a formal complaint to Consumer Protection to save general customers.

When shopping on 27/06/2023 I noticed you are changing Coles Churchill Centre to all customer checkouts, as a regular Coles shopper I totally disagree with this move and will cease shopping at Coles if I need to checkout my own groceries. I am not an employee of Coles and do not receive a discount for doing what should be a service from Coles. Whilst most people will not post there feelings here the above seems to be the general concensus of most people I speak to.

I have visited Coles in Ranford Rd Southern River Western Australia (17/6/23) and also in Forrest Lakes Gosnells Western Australia (16/6/23) and tried to open the App in store but it times out every time I tried after leaving the shopping centre tried again and it worked. This has only happened since the app has been upgraded in the last fortnight.

My name is Somyot Chinthammit and Michael Laut had been abused by one of the cashier at Coles Rutherford.

My friend and I went to Coles Rutherford one evening and had been served by a girl at check out, after she finished serving my friend and I as we were about to walk out this girl scream out to us this is what she shouted out "I hate this couple". My friend and I were shocked and didn't know what to do except walk out with disgust.

Friday 02 June, 2023 approx 2.00 pm

Runaway Bay Coles. Served by Kylie.

I am saddened to complain, however yesterday there was only one cashier open, with a line of elderly customers waiting to be served with large trolleys of grocery items. My husband and I are in our 60's and he had cardiac surgery this week. To make things worse. We were asked to pack our own groceries in our bags. Kylie was very nice and no doubt she was under the pump, being the only cashier open. Not everyone wishes or can serve themselves. Especially those with medical issues. Perhaps an incentive if you require customers to serve themselves would be to offer a cash incentive e.g.$10.00 off their shop. To conclude, if you wish to keep your customers. Please look after them.