Britex / Coles online

We would like to make a complaint regarding the recent service from Coles online and our weekly shopping order which we have been doing with you for many years. Our weekly order is upwards of $300.

1. Order for Tuesday 15 March 2016 to be collected from Click and Collect at Coles Express Blackburn Victoria. I went to collect our order that morning and only half the order was there. I contacted customer service and was told the delivery person had left half the order at Coles Vermont South. It was then delivered after lunch by mid to late afternoon. So we had to go to get lunch (up to $40) because the food wasn’t here.
2. Order for Monday 21 March had been arranged for delivery here to our office at Unit 10/25-37 Chapman St, Blackburn North between 9 – 12pm. At 11.53am(7 minutes prior to the 12pm deadline) that day a young man from Coles customer service rang to say the delivery van had broken down and our order wouldn’t be delivered until after 1.30pm. He said we would be given a $20 voucher for the inconvenience. We had to spend another $40 – 50 for our lunches again.
We didn’t realise that it had not been delivered by COB and we contacted Coles customer service again early on Tuesday morning to ask when delivery would be only to be told you had cancelled the order. Which we didn't do!!!
We then received a notification from you that the order [protected] had been cancelled. Which was not authorized by us and we have no idea why you would have cancelled the order when we were advised by you it was going to be delivered on Monday afternoon. We then had to go to the local Woolworths supermarket to purchase lunch items for the rest of the week. As we are a small business we arrange lunches for our staff to stop someone having to do this.

We would like some other kind of compensation from Coles for the inconvenience you have caused us and we would like feedback from yourselves as to how we can stop this from happening again. It is just not good enough from a company as large as yourselves to do this. We will just change our online shopping to Woolworths. Which we prefer not to do.

I look forward to your urgent reply to this email.


Alicia Nowell
Office Administration Manager

Building 10, 25-37 Chapman Street
Blackburn North VIC 3130

Ph: [protected]
Fax: [protected]

Mar 23, 2016

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