Coles Supermarkets Australia review: Request for refund going in circles

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

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...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

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