Coles Supermarkets Australia
reviews and complaints

Thursday 23 June 2022

I have shopped regularly at the Ivanhoe Coles Supermarket for years. I shopped there today. This shop has recently installed long checkout belts and drastically cut staff at the assisted checkout stations.

It is quite obvious that Coles here and at their other supermarkets is aiming to cut back on staff for the purpose of making more profits.

To the executive level who come up with these bright ideas this is not what the majority of your customers want. We want helpful and pleasant checkout staff to serve us at the checkouts. We want personal contact with staff in our local stores.

We want people to continue to have local employment.

If you continue with this profiteering plan I am going to start shopping at an IGA supermarket.

Hi I have shopped at only coles for around 30 years in 2 differen suburbs

I now shop at coles ocean keys

Cheeky Brothers pizza we buy always each week now told you have deleted it of shelf have to now go down the other end to Woolworths to buy

Tena mens pads most popular size 3 out of stock again today & quite often

looks like not ordering enough!

Can we have a look at these problems? Idont want to have to change to woolies to get what I want.

Regards Gerard

Coles you are are the lowest and worst supermarket . Calling me "the customer" a liar, shame on you. Placed an online order. Quite a few products out of stock and did not not receive but was not charged for the product thankfully.Although one product which was nearly fifty dollars and advised was in stock I was charged for but it was not delivered. When I contacted customer care I was made out to be a liar and Coles advised me it was delivered. Will never shop with Coles again online or in store. You suck Coles .

My family is in lockdown, and so we ordered urgent groceries through Coles online, with a delivery window scheduled for 1-7pm today. I received a text from Coles at 2:20pm advising that the delivery would not be made because 'a delivery truck had broken down' (reading through all the complaints relating to services not being delivered due to a 'truck breaking down', Coles must have the most unreliable fleet in the country!). The text instructed ME to contact THEM to make alternate arrangements. A few minutes later (2:42pm) I received a new text advising that the delivery would come by 7pm.

Come 4:45pm, I'm starting to think the second text was a mistake on their part, and so I contact your service centre. After a 15min call - most of which was spent on-hold - I arranged for the delivery to be rescheduled a few days into the future. This caused significant inconvenient as we had medicine and urgent supplies due to our COVID isolation which had already been delayed due to having to schedule the original delivery.

My question is 'why should I be required to go to the inconvenience of contacting COLES when they're the one's who have the truck problem? If in my work I can't deliver a service, I contact the client and make alternate arrangements, noting that I'm the reason for the inconvenience. Tucks break down (particularly regularly for Coles), and I get that... but they failed to meet our contract, and so the inconvenience for proactively making alternate arrangements should be on them. This has been a massive inconvenience and undermines the effectiveness of their delivery service.

Also, on a completely different point, their terrible, Coles' Complaints and Compliments (ie. 'Enquiries') function also sucks. This system is clearly designed to discourage negative feedback, with this being the second time I've wanted to raise an issue directly with them in writing only to bury it behind a series of dropdown options that do not accommodate legitimate complaints (outside three prepopulated options).

Hi purchased online x 2 Coles Meals Thai Chicken Curry With Rice 350g 30/03/22. Picked up Coles Browns Plains.

We buy these regular. Never had an issue previously. Was very disappointed with this product this time round as one of the packages had 1 tiny piece of chicken the size of my pinky nail (approx 1cm x 1cm x .5cm). Thats it one tiny piece. The other meal was not that much better. Surely the meals should have been quality control checked on production line?

Had a home delivery scheduled for friday (april fools day) i received a text late at night to say the truck had broken down, and call the 1800 # which i did, then rescheduled for delivery the following evening, well no text, no delivery, so i text and asked where my delivery was? Sunday morning i received a text to say they canceled my order because the van broke down etc, im thinking i know, because i spoke to someone who put me down for redelivery? Then text went on to say they have refunded etc ... Sunday last night email asking me if i wanted a redelivery? Seriously am getting the runaround, they say one thing then another? We are in iso hence home delivery ... Today is the fourth day with no groceries, cheers coles

I purchased a pack of Drovers Choice Rump - 1.290kgs at $22.00 per kg totalling $28.38 on Saturday 2nd April 2022 from Coles Edmonton 4869.

The Rump appeared lovely and as ot should for this price. Upon opening the packet, you can see from the picture how much fat was hidden on the streaky horrible rump hidden underneath the good piece of rump on top. How deceiving and look how much fat I have had to throw away. False advertising at its finest. The atreaky piece of rump hidden underneath was inedible, it was so tough. A very unsatisfied customer.

We purchased an online order from Coles 02/03/2022 .

Order No: [protected], $142.70 PAID. ANZ DEBIT.

Due to the flooding, the order was cancelled.

We still as yet HAVE NOT RECIVED OUR REFUND.

We cannot place another online order until we have received our money back.

Our food supply is dwindling.

Things are looking grim.

My Husband is visually impaired & we are both elderly.

Today we were told by customer care, that we have to wait another 5 days.

But they cannot tell us is the process for our refund is in progress.

The bank has seen no sign of transfer progeress.

Please help. Thank you, David & Yvonne Cusworth

[protected]

On Friday, 18 February, 2022 I did my "big" shop at Coles, Brandon Park as I do regularly.

I am not a fan of the new long checkout belts. I am happy to use the 12 items or less outlets, but after trying the large variety I decided I would prefer to check out with a cashier at the helm.

When I was there on Friday, there was only one assisted checkout, so I reluctantly decided I would have to do it myself.

I proceeded to check and pack everything through, but at the very end, after the last item the monitor went black and everything was lost. I was told I would need to do it all again and I was directed to the assisted checkout. I had to wait about 15 minutes before I even was able to once again put everything on the conveyer belt. I believe I am generally a very patient person, but I was furious. I felt I was forced into using the equipment I didn't want to use only to have it fail at the very end.

If this is the way of the future I can only assume that I should receive a discount at the checkout for scanning and packing all the products myself.

I think unless the situation improves at Brandon Park Coles, I will be looking for another place to shop which will quite likely not be Coles.

To cap it all off, I was unable to get my $1 back for the trolley in the car park. This happens quite often and I know it isn't entirely the fault of Coles, but I think you must make a lot of money from the amount of times that people are unable to recoup their $1 or $2 coin.

As if that wasn't bad enough, the fruit I bought to take to a function was terrible. The watermelon tastes rotten and the canteloupe had no taste, in spite of both of them looking good.

I am very unhappy with your store.

ordered online delivery as Covid Positive for 20/01/2022. ordered 1400 to 2000 window arrived 2:50pm. Confirmation email listed only 2 products substituted which was fine with all other items packed. Delivery arrived and no fruits, vegetables or meat produce were received. Essentially no food was actually received. Called Coles online at 4pm that day & support could neither contact store or driver. Support said to contact tomorrow. Called 21/01/2022 again and was told store & driver cannot be reached again, offered a refund for all items not received after everything was confirmed with online support. Online support said refund would be processed in 7-10 business days, I asked for email receipt and was told it would be sent.

Life moved on and back to work, consequently no email or refund was received. Called again after 3 weeks on 16/02/2022 and requested refund was told by online support that Browns Plains store was processing a credit. Asked for credit to be scrapped and refund processed back to the card used for payment. Was told to call back again tomorrow, being the 4th time I have to call for a refund requested that staff contact me and email me the refund tomorrow rather than me chasing a company error.

On the [protected] I ordered online delivery but the van broke down

I have not received my refund

The customer service rep are always repeating and they show no ‘empathy whatsoever

Murray bridge coles are rude and they are not corteiys to customer

reference number [protected].

when I asked for the increase in credit card limit I was sent to an overseas operator

There was no application form for me to fill out and she would do for me

Her English was very bad and even the fact my partner who comes from the Phillipines, could not hear or understand her very well

I have been already paying the increased amount every month on a 2nd card that I no longer use

Now I discovered on the application she only put in my Pension income, and did no include the following which I offered to her

No proof was asked for my 6 figure amount I a have in a term deposit or a $30.000 cash emergency fund I have in the bank

No proof was asked that I had more monies on top of my pension that I receive from Centerlink every month as they send me monies as I am a sole parent

These things I I found out where not included in my application, after the application was denied

Coles finance will not contact me on a person to person basis to sort this out, but keep sending me emails saying my account has been over pai

I love shopping at Coles as it is close to where I live
I also find it hard to understand when when I asked for a $3, 000 Credit Card with your opposition, "WOOLWORTHS" it was granted inside 4 days with the same information I supplied your agent

For 10 years I have shopped with Coles as a happy customer, and in my position in the community I therefore happy to be able to pass on my experience with your companies polices and actions with friends and on the internet

You spend millions to attract customers, but it takes so little for a bad employee to create bad word of mouth to benifit your opposition if you fail to look into the reason why a mistake has been made

As of at this date no one has contacted me to see if any mistakes where made by your agent on this application, but you judge me on their mistakes only

For all the above reason I find your reply unfounded, and your judgment not based on what your employer expects for your position with the Company

I used the Coles click and collect from Edgecliff in Sydney. My friend went to collect it for me because I'm Covid positive. I have the surprise of an open meat wrapped for me to not notice it.

It's honestly disgusting how they had the audacity to do it. I can have an intoxication because of that!

It seams like they give to the click and collect the worse food.

I'll never buy from Coles again but I honestly would like to have an answer from Coles because for me it's very serious.

Find photos attached.

yesterday 3/ 1/ 2022 shopping at coles grocery store in Beenleigh Qld . 4207. the amount of people not checking in by phone was ridiculous, many more did not check in than the people who did. When in the store maybe 30% of people did not have a mask on. I mentioned the fact at the checkout to the young man who served me, and said to him no check in, no mask, no entry and no service should be the rule and no exceptions. The poor kid was lost for words and all he could say was if we say anything to any one we get abused. This is in my opinion very disgraceful on the part of Coles. It is time you and other large companies grew some balls and introduced the policy I described above. Stop thinking of your profits and do something for the people who have already protected themselves by vaccination. I think you would be applauded if you were to do so. sincerely Bob Swarbrick., Beenleigh.

Date: Friday 17th Dec
Time: between 2:55-3:00pm
Store: Coles Forrestfield (Western Australia).
Name: Kaylene Goodsell
Gender: Female
Age: 45

At the above time I was in Coles Supermarket with my shopping trolley when a diary/yogurt spill on the floor caused me to slip & fall onto my knee, injuring my knee and exacerbating an existing back condition.

I went and spoke to the staff member on the self-serve checkout but got no response from her nor did she give me any indication that the spill would be cleaned up to prevent other customers from suffering the same fate.

I am currently in severe pain with my back which would not have been the case of I did not slip on your store's floor.

I would like to be compensated for the trauma, pain and suffering this incident has caused me.

On Sunday 28th Nov 2021 my wife purchased a $20 Roblox card from Coles Mentone as a special treat for our autistic son. They went home, scratched the card to reveal the code and attempted to redeem it. However, the website indicated that the code had already been redeemed.

An hour later I returned to Coles Mentone with my son expecting them to simply replace the card. I explained the situation to the Manager who very dismissively replied "No, no that cannot happen". I explained that he wasn't there and that it most certainly did happen.

Continuing to assert that this cannot happen the Manager implied that we were liars. He then said "This is nothing to do with Coles, you will have to contact Roblox to sort it out". I stated that we purchased it from Coles and it is their responsibility to replace the faulty product they sold us. He then reached beneath the counter and pulled out a form titled "Pricing Policy" and claimed that a clause on this form absolved Coles of any responsibility for selling faulty third party products. Incredulous, I advised him that he cannot simply pull out a form from under his desk post sale and use it to shirk Coles' responsibility. I asked him what on earth a "pricing policy" had to do with this situation anyway but he just kept repeating that the sale had nothing to do with Coles and added "You should have been aware of this before purchasing the item". Are you kidding me?

To my mind, refusal to replace a faulty product constitutes fraud on the part of Coles and seeing how dismissive and unhelpful the Manager was being, I then did something I have never done before. In a very loud voice I restated the series of events so that other shoppers could hear about the very shoddy treatment we were receiving.

I asked him whether he would remove the remaining Roblox cards from sale in case other customers suffered the same fate and he replied "No, of course not".

I also advised the Manager that the main reason I was so upset was that this was a reward for my autistic son. He just shook his head and waved us away.

Well, I hope he gained great satisfaction at cheating an 11 year old autistic boy out of $20 because he has cost Coles many thousands of dollars in future sales. Being locals, we have shopped at Coles Mentone for 20 years but never will again now that we know that they will go as far as resorting to a clause buried on some obscure form hidden under a cashier's desk to avoid replacing a faulty product that they sold to a customer just an hour earlier.

I simply could not believe that Coles or its store managers could act so despicably.

Since this incident I looked it up on Google and quickly saw that there are many reports of Roblox codes failing to redeem, reporting as "already redeemed".

Farewell Coles.

Early on the morning of Tuesday the 7th December I paid for an online shopping order (order# [protected]), with a click & collect time booked in from my local store later in the day. Total of the order was $396.50, with a $30 discount bringing the actual total down to $367.55. I proceeded through the check-out, received the confirmation email, and a notification from the NAB stating the funds had come out of my bank account.

Due to a past experience of me forgetting something, I thought I'd give my order a quick once over to make sure I had ordered everything. Unfortunately, I thought I noticed a discrepancy - one of the items I wanted was a two for the price of one deals, and it looked like I had only selected one item, not two. So, with time to spare to modify my order, I logged back on to my Coles online account.

Before modifying my order, I did read the warning saying that if I did modify the order, the order would reset and I would have to proceed through the checkout process again. I decided to modify my order, thinking I had forgotten this one item.

I searched through my list and realised I had, in fact, ordered both of the items and did receive the two for one discount. All good! So, without having actually made any modification to my order, I went through the checkout process again. Got another confirmation email again - with the same order number [protected] but with no further bank notification as I had obviously already paid for this order. My original click and collect time also remained booked in.

Fast forward three hours, and suddenly I get a bank notification from the NAB saying another $367.55 was being taken out of my bank account by Coles. Fortunately, or unfortunately depending on how you look at it, I didn't have another $367 hanging around in my account, so the transaction declined...and my entire Coles order was cancelled!

So here I am, down $367.55, and without any shopping.

I rang up the customer service line for Coles online and explained to the gentleman what happened. According to the guy I spoke to, once you go back into your order - whether you actually modify it or not - your original order is automatically reset. Okay, I knew this as I had read the warning before I proceeded. But, what I didn't understand was that this also means any funds you have previously pre-paid IS ALSO RESET! The second you go back in to modify your order, any money paid is automatically reallocated to be refunded.

I never modified my order. My click & collect booking remained the same. My order number stayed the same...yet the original monies paid is automatically refunded and I have to wait for however many business banking days to actually get the funds cleared and back into my account, before I can start the whole process over again.

This is ridiculous!

The customer service guy I spoke with admitted this is a common complaint, but the "...Coles upper management have decided this is the way they want it to be..." according to the guy I talked to.

Coles needs to either change this process of automatically refunding your money if you go back in to modify an order, or just don't allow you to modify in the first place. If they do choose to keep this ridiculous process in place, at least make it very very clear what will happen. As it is now, it's very reasonable to assume that if you want to modify an order that's already been paid for, Coles will either credit or debit your account accordingly. Coles needs to make it very clear that this is NOT what happens!

I can't redeem my flybuy points or access my account.
My card number and details are not recognised when i try to access them online I am imformed my card and account don't exist.
However when i scan my flybuy card when i make a purchase it records my flybuy points on the receipt.
My latest reciept shows 57, 761 flyby points from my purchase on the 3rd of November 2021 at Coles Supermarket Australia, Halls Head WA 6210.
My card number is [protected]
My email address is [protected]@yahoo.com.au
I have been using my same card for many years and it need replacing and i want to redeem my reward points.
I have been trying to access my account for over a year with no success.

At Tamworth peel st store I want to know why at 6 o'clock on Thursday night do you only have 1 checkout open had to wait 25 minutes at the only checkout do you expect everyone to do their own groceries I had over $300 dollars and it to hard to go through self serve

Southern Tas went into snap lockdown 15/10/21 ~ went to Coles Northgate Tas to purchase a mobile phone for an elderly lady ~ store & lines of people overcrowding Coles & outside. Service counter staff assisted with mobile phone, bought one recommended by staff told it was on sale & paid $109.00 for Telstra Evoke Plus @ 15.45pm - lockdown started @ 18.00pm.
Identical mobile phone in Woolworths $59 ... $50 discount on Coles so called ‘sale' price ... $50 is a lot of money for a pensioner to lose, especially in pandemic times.
Coles Northgate Glenorchy Store & Coles Customer Care Complaints Line have had multiple responses that are pathetic/untrue & a useless waste of time - they have no interest in listening or a resolution, Northgate Coles Store Manager would not speak with me on the phone, a junior staff member had to parrot his negative words, whilst customer care staff could not understand the complaint at all & assumed it "was a change of mind" return - No it is a complaint about Coles excessive price of the product - the lady would keep the mobile - (possibly a $50 refund or $50 grocery voucher or would consider any other resolution Coles might have) - customer care made an assumption about a recharge voucher that was unclear and not understandable, confusing...
Coles not good enough - a fair go & fair prices in pandemics and always - treat your elderly customers with the respect & care they deserve. You can fix this kindly & very very easily.