Coles Supermarkets Australia
Reviews and Complaints

We are NOT happy with the recent purchase of Coles Natural Spring water packaging! I went to grab it out of the fridge and my thumb went straight through the bottle lid and it really hurt. The water also went everywhere!

We would like something done about this...

This Lazy Sotre never open on time in morning of Saturday and Sunday. Costumer have to wait more than 5 minutes after 7:00 am and knock the door. The manager always slowly, impolitely open the door.
After costumer ask him why this store still shut after 7;00 am, he very rude shout back: If you don't like the store don't shopping here!
Never seen a manager of store treat costumer like this.

I did my shopping with my mother in law on 16 feb, 2011. At the counter, the cashier asked me : "are you a international student?" I felt weird but for politeness I said yes I am. Indeed i am a Chinese. But then she asked "do you speak English?" I felt very much insulted by this question. Can't a Chinese looking person speak English? Is that a polite question to ask? It's like asking a middle-aged looking person"so you are suffering middle age crisis?" what the hell was that! No matter how the woman whose name was Winner should watch her mouth. It is not her business to ask my occupation. And it is so bloody rude to doubt my language competence by my look.

Worked at Coles Brunswick (formerly Bi-Lo) for years. Moved to Bundoora and requested and received a transfer to Coles Kingsbury at 850 Plenty Road. Despite requesting shifts, calling up and asking to speak with the manager, and good old fashioned patience, I was given no shifts for ten weeks, before receiving a letter in the mail informing me I had been fired from Coles for not working any shifts in ten weeks.

i work at coles cowes in the last three day i have had compiaiants about me .it is the xmas time and the people are tired and sun burn.but still do the right thingbut there say i, am rude but the boss wont tell me please help

I have been living West Leederville area (WA) before Coles established here and I am getting poorest customer service from my local Coles supermarket (most times), which has been marked or pointed-out by few other local customers.

West Leederville Coles is not so busy like other stores but checkout workers (few specific) behaviour are really disappointing. I go for shopping there and most times walk-back home with an unsatisfied feeling and decide not to visit there anymore. However, today I become bound to write this online complain.

I am talking about them, from whom I got bad service and their lacking are as follows:
1. No greeting (hi or smile or Gday)
2. Serving people looking different way or behind
3. All checkout process done without any eye contact
4. Not returning fly buy card to customers hand, leave them on desk at their side
5. Poorly handle money ( taken and return)
6. Rude attitude ( looks like they are unhappy to serve customers)
7. Not providing dockets
8. Through shopping baskets with a big sound
9. Push customers even at their quietest time ( not even 10 to 20 second for inserting money at pocket or wallet, so that our hands become free for carrying bags

I like to say, I do not get service from any other stores and if I continuously get the same service from Coles (west Leederville) then I have to visit other stores as Woolworths, Farmer jacks and IGA are within my range to go. If it happened from any single checkout person then I would inform to Coles authority but its happening from a quite few people and I don’t like to mention their name as it is open to every web surfers. However, if “pushing customers” is your (Coles) customer service policy then the definition of customer service should be change.

Last of all I would say, Wish you (Coles) all the best cause you helping us to provide goods, employment and keeping our economy running.

Regards
A customer and a well wisher

I was served by Angel -340 who would not even scan my items, until I emptied my basket, which had about 5 items in it. My hands were full, and I was rudely asked, that she needs me to empty the basket first. I felt like walking away, and letting her put all back onto the shelves. I have told her, I would If I hadn't had my hands full, that she'll have to wait till I drop everything down onto another counter, and come back to empty that stupid basket! can you believe it?! I should have asked for the manager right there and then.

I had made a customer complaint around mondyay - tuesday 20th july. I had been served by a girl called amanda who is now resigned and went on a holiday or moved to new yourk. The problem was I bought my goods and amanda would be scanning the items but thier was always a dead silence from here when being served, this was ongoing, I payed my eftpos card. Amanda never ever said a word, expressing he body lanugage that she just didnt care not even telling me how much the goods were instead all I could do was see it on the screen. What got me was amanda has done this quiete a few times while being served now and its just not customer service and not acceptable for coles to allow such behaviour in a customer service environment. I am told that amanda was 2nd in charge but was steped down by her role because this is what she lacked most "the abulity to communicate". Amanda only got exited when her girlfreind came to greet her while working, but just looking like she didnt even care about the customer. I finaly raised to amanda of how I felt about her customer service "you just seem like you donnt care" "don't you have social skills to be able to do this job and greet customers" "you do this behaviour all the time, its cold its blunt and no communication what so ever" I told her I was going to tell one of her managers and explain I don't know why you are working here, you don't know customer service and you don't care, you represent coles as a bad place to by food".
Amanda argued and yelled"why don't you just shop somewhere else shop at safeway".

The next day I went in explaining how I felt to a female manager during around 12:00 lunch time and instead of myself writing the report, this female manager had done it for me and explaining that amanda is leaving and she possibly may not get her job back because of her behaviour with cutomers and staff, relating to the same manners ect.

So I felt great filing the formal complain and just wanted to make coles a better place to shop. I had been shoping regularly everday after and before I had passed after the gym.

I avoided amanda as much as possible because seing her at the store she started giving me fake smiles like she was a lucky employee who acted like she could tread and do what ever she wanted. Amanada had a a plan and I just did my thing.

And obiously she did have a plan I came back to coles on sunday 25 th july around 3:30 - 400 as I walked in I had bought a can of v drink and some healthy fruit and sudenely its like it has been planed. Amada had discussed me with one of her friends"dan"from work at coles fitzroy I was paying on the computer machines in front of everyone who was watching having a coles employee swearing and insulting a customer such as myself using the words" I don't like you making a customer complaint on my freind, you know I have actually seen you around and as a matter of fact I don't like you, I want to you # off and don't shop here again, I explained yelling as much as himself I said "I cant beleive you talking like this to me as a customer" dan says yaeh "# off and don't shopp here again, you a #ing waker mate" I said are you being racist I don't even know you and have never met you before, I explained this because most of the people at customer service are of white australian background and myself english and part japanese.

Dan insults me by saying "just because you go to the gym you think you can walk around here and treat everyone like #, and I don't like you telling people that you some kind of manager on the floor"

I was not able to express that situation because one night a young guy who apparently worked thier without his uniform on was kicking food and eating it in the store with his mates in the shop and throwing it around in the place so I acted and said "hay im' the manager in this store have you paid for that" just trying to make them stop what they were doing"the young boy replied and said in a sarcastic manner" ohhh I work here mate"I replied work here, and your kicking food around and eating it while with your mates. I replied" well just make sure you pay for it as much a everyone else"that how the story for this situation reveals he must have told me onto the boss instead of his wrong doing of what he had done.

So back tot he sunday 25 july story, dan this guy was having a go at me and I was looking around at the customers and they were in shock not getting involved I had a customer service guy richard who I really got a long with and use to seing him everyday in the store we
Would have a chat here and thier. He was right next to me and I explained if he could tell his manager what had happened. I was in total shock with what he said back" I don't want to get involved ethan, I didn't see anyting". That was the worst that made me so sad to think this is what people are like at coles, I even had teh other girl who I speak to regulary that saw it and she said the same" I didn't see anytihng".
I was shocked out of my brain, I was told to leave by dan like I had commited a crime, I was a customer, a regular who did not do anything appart from making a customer complaint and this is what I got back. Verbal abuse and to degrade me like I was nothing.

I tried waiting for the manager"shane"we got along really well and I had once explained in our time I saw a guy steeling around $250 worth of meat and he acted and said thanks for that" but on that day he changed and was more intrested in what dan had to say and amanada about me rather than hearing my story, he just told me to leave and not to come back and shop here at coles fizroy again, I walked out and one customr who saw it said you cant beat them, they work etra hours and get paid low thier over worked.

To my conclusion of this hole situation I just hope and wish someone of any race doesnt have to go through what I have expereinced. A total block out to customer service, the fact that coles staff do not care...
Its not about the customer at coles its about the staff.

Ethan: [protected]

Coles Baldivis is my local store and I have shopped there since 2008.

After several years of loyalty and a desire to see Coles Baldivis be successfull - I will now shop at Woolworths.

At Coles Baldivis - the availability and quality of their meat products is second rate. One of their employees actually agreed with me that the availability of meat had dramatically declined since a new manager took charge. I was dissapointed everytime I purchased a pork product (leg/rolled) from Coles (i.e. absolutely disgustingly tasteless). Not even the dog would eat it! I have resided in Vic, NSW and ACT and the quality of the vegetables at Coles Baldivis is the worst I have ever seen. When I advised the store manager that the meat section availability had declined over the past few weeks - he treated me with contempt. Never ever again will I provide feedback to Coles or buy any of their products. I only wish that Woolworths were located in Baldivis, WA. I used to shop at Woolworths Gunghalin ACT - and it was brilliant!

Hi, I having problem with my wages.
They assign me lots of work agains coles supermarket rules and talking slang on international people.They are not paying for the work ( what we have done the hours)
Example: Paying 11 hours out of 19 hours per week.
Cloes supermarket
Floreat shopping center
Floreat
WA (australia).

Thank you
ram.

19-5-10
To; coles hornsby westfield unit attention store manager-...
From mark adelman-customer 33 balmoral street waitara nsw [protected]
[protected]
8am
Mail to: me - c/o p. o. box 1866 hornsby, westfield nsw 1635

Sir,
Once again for the ‘11th.’time this year (that’s 20% of the time I shop in your store during a 52 week year) I once again have been overcharged forcing my return to adjust it at great inconvenience and loss of my time. I am employment recruiter 25 years around the corner. (90 georeg st./504)
I use my mastercard. I bought nappies and some other items which should have come to $12.00-instead I paid $21!...
I shop each sunday and see deepikra, kasha or others. they are lovely. today at 6;30am in your store with another employee I again had a problem! that is 1 time out of evry 10 I am there I either get spoiled fruit in the middle. overpay, have items left out of my bags or am overcharged.
I can not, and will not tolerate it again. I spend approximately $22k a year there on food. if you value me a a customer give something back now for my inconvenience and stress I suffer. my option is to take my business elsewhere. you know - walmart, from my country, america is coming to sydney this year! I am certain of as they are my client for the last 7 years. when they show up coles, woolies, target and kmart will have a run for their money and may not last. if I were you I would do everything in my power for your retention of your own customers. a little service afetr the sale goes a long way with me! I must now wait for the credit on my card to come through in days and be without it as free on my charge ability! small amount - still a hassle!

A gift card for any amount you deem fair is fine with me to earn back my interest. my trust can only be earned back by the elimination of the above mentioned problems. that will take time. I own a business to - with the customer you, me or any store is nothing! out of business! we pay the bill.
I shall not return until I hear back from you. I am a reasonable man. if you wwre on the receiving end of my experience ther you would clearly agree.
Respectfully yours,

Mark.

Cc; file

The checkout chick named lila, abuses and picks particular people she wants to bully and abuse.. specially the ones that look like indians
today she asked to check my bag, ... which is fine... everyone does.. she asked for the receipt for the things in my bag which is fine, .. but even when i showed her the reciept she asked her collegues to go and check the shelves for the same product.. and for fact coles didnt even sell that same product..
what i say is know your products and what you sell in your store before you go harassing and bullying other people.
Her name is Lila and she is a disgrace to coles guildford..
i am never buying from coles again and i will tell all my family as well.

My partner was issued a $300 fine after the following chain of events:

1. Partner purchased a bag of fruit from an external fruit shop
2. Partner entered coles, picked up a punnet of blueberries and put it in the trolley, and also ate a small number of loose blueberries in the display box (which were not in punnets and therefore not saleable) to test the quality of the product. At this point store security began to tail her.
3. Partner went on and did the weekly shop - total value approximately $98.
4. once through the checkout, store security approached her and accused her of theft, as about $5 worth of vegetables (an onion etc) had been mixed in with the vegetables from the goods from the external fruit store. My partner realised her mistake and immediately offered to pay for the goods in question, as it was an oversight on her behalf (what idiot intentionally steals $5 worth of stuff after dropping $100 in store?).
5. Instead of directing my partner to rectify this mistake, security took her to an interview room, to wait for the police (who were en-route to deal with an actual theft).
6. Police and other staff openly expressed surprise at the allegation of "theft" made by store security in light of the value of the theft vs value of purchased goods, but were obliged to issue a fine because of the actions of security.

My complaints:
1. Security acted too heavily on what was obviously an honest mistake.
2. Complaint dealt with by saying store security acted within company policy, but with no recognition that a $300 fine was out of line given the circumstances of the alleged theft.
3. Response email had the audacity to suggest that their "business is truly committed to serving [their] customers". After having spent many tens of thousands of dollars in store over the years to be slapped with a $300 fine for an honest mistake and having a complaint so quickly dismissed as being covered by policy, it is clear customer service is not something they can claim.
4. I responded to their short reply to my complaint requesting an escalation of the complaint but have not had any response.

Coles is been now opened in the new Coles complex at Prospect road Prospect Adelaid
the customer service is disgusting
There been a change of management in the year been opened and to me in it self proves to me it cant even get that right, i only go shopping there late in the afternoon or staurday at closing time to grab the bargins and the short dated stock items.
the centre is a very pleasant place with the Chicken shop post Office and Chemist customer service in all these places are fantastic and feel very welcoming Please take a good look at Coles and there staff and maybe you have much happier customer to come shopping there.

While shopping I noticed they no longer stock well-proven brands. Was looking for Berri tomato juice. Instead there were only bottles of Coles brand tomato juice. They had been sitting there for some time and the level of drop from concentrated tomato juice and water was significant -and varied from bottle to bottle. The 2ltr size was so watered down only 2/3rds tomato juice, the rest water at the top. There was no other brand of tomato juice there. Supermarket shopping is about choice and variety. Coles brand products seem to dominate here in the most market-value shelves.

I did my grocery shopping on friday 5th february 2010 at the laurieton coles store. I have had to take the yoghurts back that I bought for my kids as they were out of date on the 1 february 2010. I had to throw out some meat that I bought the same day as although it wasnt out of date until the 10th february 2010 it had gone off and stank to high heaven. I have also had to tip the milk down the sink as it had gone off, due date 10 february 2010 and the bread has mould on some of the pieces. What is going on coles? This has been happening for some time now but it is just rediculous.

My 17month old son needs a liver transplant I can not take the risk of shopping at coles anymore. I am going to start shopping at woolworths. I suggest you investigate your laurieton store to find out why so much food is being sold when it is clearly not consumable.

According to Coles own web site the Armidale branch was supposed to be open between 8AM and 6PM on Boxing day...As we live more then 20 Kiliometres out of town I made sure to check with Coles web site to make sure they would be open on Boxing day... attatched is a screen shot of the coles web site which gave the trading hours for Coles Armidale,
needless to say I am not happy to have wasted time and fuel to travel into town only to find Coles was closed.

I thought I was doing the right thing and encouraging my daughter to get a part time job while still in school. Instead my daughter gets involved with adults and managers from her work place, leaves school, leaves home to live with these adults much older than her and they take her to goth parties, take photos and publish them on facebook with her drunk, wasted, pashing girls. They also supply her with alcohol, take her to pubs and clubs, she was only 16. When she applied for her job coles made out that they cared about her well being and safety and that she was going to be getting picked up from work after hours by a parent and now she just buses or trains it home at night on her own and is a really angry kid. They used to give her plenty of hours and now they have cut her right back instead of maybe saying "hey whats going on with you and why is your appearance so different now". I just hope one day my daughter comes home again, no matter what has happened to her and recover without permanent damage from this experience. Just a warning to any parent thinking of letting your kids have a part time job before they finish school beware! Coles destroyed our family!

I am a customer who shops at Coles Pyrmont regularly since the store opened back in 2006, there has been a few managment turnovers throughout the years as I noticed, though staff were continuously performing up to standards with positive attitudes and friendly manners.

Until recently, that positive vibe seems to have disappeared among the staff, there are new faces who do not seem to have a grasp of performing their tasks. In addition, the new store fit-out is appalling and rather confusing, customers mostly commented that it is now difficult to locate any items and is frustrating.

Through casual conversations with some of the familiar faces, these are just some of the minor issues that rised due to a new management being in control of the store. Staff morals decreased dramatically under the new micro-management style, not to mention discrimination was also part of the concernes, they do not feel being valued and appreciated. Staff working hours are being cut short in order to save costs for the management's own benefits, which results in many unsatisfied customers who often have to queue up for their purchases.

I personally think that this is a failure and an extreme disappointment after supporting your store for the past 3 years. Your staff and the established culture are the main reasons for our return businesses, perhaps this would raise an alarm to the head office for some immediate evaluations.