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Coles / rude customer service

New South Wales, Australia

Very Rude Customer Service
I am one of a regular customer for Coles store at Westpoint shopping centre Balck town NSW. I have a two year old son and kids Yoghurt is one of the item in my regular shopping list as my boy likes yoghurt and having one small pack for each day.
Unfortunately the 12 packets Yoghurt that I've bought last time was become curdled when I opened the 8th of the 12pks and only noticed when my boy was spitting out from his mouth after consuming more than half of it even though the expire date still valid for next 20days. Once I saw it, I was a bit worried for my boy's health (diarrhea, etc..) and also concerned for some others kids who might consumed that product. So I decided to drive back to Coles Black town store to report about this faulty product.
There, I've encountered with this very rude front line customer service staff named "Pam".
As I approached to the counter with curdled yoghurt in my hand and explained about the faulty product, then she checked the opened yoghurt box and quickly replied as "I am not aware of any complaint". When I showed the receipt detail with purchased date and other 3 unopened yoghurt boxes then she checked in the computer then replied as this products has been recalled due to same issue and advised she will returned $5 for this faulty product.
So I replied to her that refund is not my main concerned and just only wanted to log a official complaint for this faulty product as my boy has already consumed and would like Coles to aware of this incident officially. But she simply said Coles has nothing to do with this and need to log a complaint to the manufacturer directly. So I explained to her that I am willing to log a complaint to manufacturer if I needed to but like Coles to officially aware of this incident as I bought it from this store but she insists Coles has nothing to do with it. (Can't believed she said that.)
So I requested her to let me see with on duty manager to discuss about this matter but she kept telling me to contact manufacturer and handing over $5 notes to me. After I kept asking to see the store manager for three times then she became upset and shout me "That's it" then banged the $5 note and my original receipt on the counter in front of me and walked away to other side of the counter to grab the phone and called the manager. ( Is she necessary to do that kind of behaviour? That was a most embarrassing moment for me in front of other customers who were waiting just behind me, so rude, shame on you Coles).
A few minutes later, manager came out and filled up the Product complaint Form and sort it out within 10min. Doesn't that lady know the procedure how to handle product complaint? or Is the rudeness her true image? Shame on you "Pam"

An
Feb 18, 2013

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