Coles Supermarkets Australia
Reviews and Complaints

I want to make aware about VOILENCE AGAINST WOMEN.
I am a regular shopper at Eastgardens Pagewood NSW Monday mornings between 7.30 a.m. - 9 a.m. spending an average of $200 per week.
I am currently going through a divorce - my husband finds it very amusing to stalk me - so he walked into the Coles Store at Eastgardens and spoke with the male Manager and I think the male Assistant Manager in a very derogative manner about me. It was the response from the Managers that was just astounding. One of them got a female to open a register to serve me while he stood at the opposite register telling her in a very loud voice so I could hear - "they also said that I was a thief and I had to be watched".
My point is nothing was said to me yet I was guilty of whatever was said about me. The fact that someone can walk into a Coles store tell a manager a pack of lies and yet I am the one under surveillance. Coles employs more women then men and more women do the weekly shopping.
My email address is - [protected]@optusnet.com.au

On 16th October 2018 I purchased four Coles Soda water 1.25 ltrs from Store 340 CS Victoria Park. I was charged $0.84 each. I did not notice at that time and on the 24th while checking my accounts I noticed the excess charge. I went to customer service this morning to enquire about the charge. She told me that she did not know the price and then called grocery team member who told me that the rates had increased from $0.75 to $0.84. Without even a word of apology the member told the customer service to refund the balance. I told her that it was not the amount that was charged but the error that was important. She insisted that the rates had increased and that it was not updated in the system. But the rack also displayed the old rate of $0.75. When I queried her about it she said that there were many rates that had to be updated. Mind you, this error occurred on the 16th and I enquired about it on the 24th. Again, the customer service representative abruptly offered the balance without apology. I declined the offer.
Attached is the relevant invoice.
Please look into the matter.
Thanking you

Wilfred O'Kelly

At approximately 5 pm yesterday 24/10/18 I walked into your store at UPPER COOMERA QLD and asked for a refund on COLES PEAS AND CORN that I had purchased Worongary Store for 98 cents per can 8 cans purchased in total opened the first can and they were horrible so chose to return the others

When the front end staff attempted to return the product it scanned at 28c she then said I would only be allowed a refund of 28 cents per can I said that doesn't seem write there has to be an override button somewhere

Then I had another member of your staff come to assist which she failed told me because I didn't buy it from that store that I couldn't return it there to which I responded

This is a Coles store this is a Coles product should not matter where I return it to she was not helpful at all and quite rude

I then asked to speak with the Manager a female came to the front counter her name was Vikki went through the situation again and her response was return it to the store I purchased it from they might be able to help me

I found the whole situation to be quite disgusting in reference to service from your Staff as a local resident this is normally where I do my weekly shopping but based on the experience I wont be back

Surely there was a way for your staff to complete the transaction nobody should be expected to receive less than what they paid for the product but that was all they told me I could do BAD BAD CUSTOMER SERVICE

I will be much happier purchasing elsewhere and as we say word of mouth is everything COLES UPPER COOMERA you have lost a shopper

Over the last 25 years coles has gradually deleted an increasing number of my favourite products from it's stock.in recent years the number of products being deleted has increased exponentially and in just the last few months there have been so many of my favourite brands deleted from stock that it is no longer reasonable for me to continue shopping at coles.

I like collecting flybuys points and have an extremely large family and would easily spend close to $500 every week on groceries, but in recent years have struggled to spend more than $30 in coles and although there is a coles supermarket within 5 minutes of my home and several others nearby, I am forced to travel excessively large distances in order to find the products that I want. I would be completely willing to pay a higher price for you to get these products in for me rather than having to spend enormous amounts on petrol and many hours that I really can't spare, travelling to get these products. With such a large family, I have time consuming responsibilities and with so many supermarkets within easy reach, it is excruciatingly frustrating that I am forced to spend so much time and money travelling in order to obtain products that we used to be able to get in coles. Recently I was attempting to collect those ridiculous plastic things you were giving away every time you spent $5 for my grandchildren, but I only managed to collect a total of 11 and my grandchildren were devastated that I was unable to fill a complete set when our weekly grocery bill should have been more than enough to have completed hundreds of complete sets if we could only do all of our shopping in one store. There are also several products that I am now forced to purchase directly from the manufacturer because although they still make these products, there are no local suppliers. This means that I have to pay enormous postage and delivery costs as well as often having an extended wait before we receive our package which is incredibly frustrating if it is a product that we use every day. Just in the last couple of months my daughters favourite shampoo/conditioner has now been deleted and she has tried every single brand that is still available with no luck in finding an alternative that she is happy with, so yet again we find ourselves having to purchase this product direct from the manufacturer as we have not been able to find a local supplier even though it had been an extremely popular brand as far back as I can remember this was a popular and well known brand even when I was just a child and now, without any warning or reason, it is suddenly gone, just like that!

In the last couple of years I have given up drinking coffee due to health issues, but I have never liked tea at all, but finally managed to find one flavour that I really liked.in the last couple of years I was regularly buying this particular brand of tea every week and very much enjoyed it most especially first thing in the morning, but a few months ago it was deleted and once again I am forced to import this all the way from england now! Twinings have now come out with a bunch of new flavours and I have tried them all but I don't like any of them and only want the one flavour that I actually do like and I know that they do still make it but I have to import it all the way from england because no one in australia will supply it here any more. There is an apology note displayed on the shelf at the moment because twinings have come out with 4 flavours that can be diffused into cold water and they have become extremely popular and there has been some kind of issue with the supply, but there has never been any kind of apology when they deleted the only one that I like! Why not? I have attached a photo of the front of the box and one of the barcode so that you can see which one it is and I want you to understand that I am so extremely upset about not being able to get this tea anywhere, that I will completely stop shopping at coles permanantly unless they are able to restock this flavour or find a similar one that is as close as possible that I can feel is a satisfactory substitute.

The foil seal beneath the sealed plastic top was already torn open when I first opened this carton. Due to this problem I was not comfortable using this product in case it was contaminated.
Is this a normal occurrence?
Maybe there is a problem with machinery on the foil seals?
Please let me know the outcome as I am loathe to purchase any more if this brand.

Hi,
I'm wanting to make a formal complaint.
I was half way through my shop when my child needed the toilet.
I had a 3 month old baby in my arms and 1/2
a shopping trolley filled.
As my daughter doesn't have the best bladder and from when she tells me she needs a toilet I don't have much time to get her to one.
So I approached a lady at the self serve check out and kindly asked if my child could use the toilet.
She said no she can't you have to walk to McDonald's.
So I now have a 3 month old baby in my arms in 28 degree heat and my daughter who I'm not sure would make it there.
Iv had to ask at a Melbourne store once before at a Woolworths and they were more than eager to help and took her to the toilet.
So instead I said to her are you serious?
I said that's not right at all.
I said see that trolly there full .. it's my only 1/2 shop I will take my child to McDonald's for the toilet in hope she makes it but I will not be returning to pay for those groceries and I will never return here again, she just walked off on me as she shrugged her shoulders.
It was very rude especially for a small country town where customer service really matters. Especially when it comes to children.
When I got to McDonald's I called the store and asked for the manager, I had a young gentleman on the other end of the line and he said he was the manager, I had told him the situation and he did apologies and did say when that happens they normally let children use the toilet.
He also stated he would speak to her about this.
I did say I would follow up with head office to make sure the matter had been attend to as any parent would know that it's a hard situation.
The customer service was totally disrespectful and thrown out the window.
I would like this matter followed up
I don't have her name but a description of the lady is:
Obese lady
Short
Short dark brown hair
And aged between 55-68 yo.

The Pork and Fennel pasta was available for approximately 2 weeks then not supplied again. Very disappointing as this was a delicious product. I would like to see the other flavours in the range available in Coles Casuarina also. I was unable to use my bonus Flybuys points voucher for this product as it was unavailable in Coles, Casuarina. Please give us back the Jalna pot set yoghurt passion fruit flavour also.

I was shopping at Coles in Top Ryde on the 17th of October 2018 where I went to buy a packet of cigarettes. The price on the board was different to the price on the register. I spoke to the lady behind the counter and she said she couldn't do anything about it. I wanted to speak to the manager and she said she was the one in charge of this area but did nothing about it and told me they couldn't change it but can display false prices. The packet of Winfield Gold Original was on the board as 29.95 and they were charging me 31.50 on there register. It is not about the money its the principal of it.
I am not happy because all that the worker could say is that they could not change it on the computer, that is not my problem it is false advertising as far as I am concerned the prices should match.

Your lovely manager is horrible, I have been a customer for years she always sees my face, and because I didn't have a pin or I didn't remember my pin for my bankcard she made me take out my licence as she put in a couple of transactions to pay for my items, I was then told I was not allowed to withdraw money without my pin that may of been right but she has no respect for valid customers and I believe she did the wrong thing with a valid customer, im checking my customer and bank rights.

I recently did an online shopping order with Coles and am aware that if the item isn't in stock it will be marked on the item sheet you are given when your shopping arrives.

I have been told I received 2 items which I have not and would like to be reimbursed this amount as I do not appreciate paying for a product I never received.
My order number is a73695171.
The order arrived around 6-6:30pm on the 19th of October.

I received 2/3 sweet potatoes and did not get any of the chicken loaf that I paid for.

This is poor customer service and I would appreciate this being resolved. Being refunded the cost of these items isn't the main goal as I would appreciate more so just receiving the items at all.

I am a regular customer at Coles Donvale, always buy my bread in the Bakery section. However, experience a very slow service everytime this specific baker staff is at service at the front who I think is always out of his mind and slow in response, its like he's mind is out nowhere. Also found out that he is a smoker everytime saw him on break or off work nearby Coles so imagine how unhygienic to serve in a food service specially in Bakery section. Have ask the name to one of the staff at Coles and was able to get it and said the man's name is Doug Reader. He should be given proper training and presence of mind if working in food industry.

Hi Laura
Could you please explain to me.
I have got the Coles leaflet with code PU11720 and red hand and box that I received at Coles unopened I claimed on line on the 8th September. So why are you telling me that some one has all ready claimed. That answer does not explain to me why when I have the code and all the information that state on terms and conditions.
Regards Peter

Sent from Mail for Windows 10

From: Coles Customer Care
Sent: Tuesday, 9 October 2018 3:30 PM
To: '[protected]@bigpond.com'
Subject: Coles Customer Care - Case #: C102956590

Dear Peter,
Thank you for your call regarding our Little Shop competition.
Upon receipt of your correspondence, we were in contact with our Marketing Team. They have advised that the unique code that you provided (PU811720) had already been claimed.
Should you require any further information please contact our Customer Care Team on [protected], where one of our consultants will be more than happy to assist you.
Once again, thank you for taking the time to contact us. We hope this information has been helpful and we look forward to your future custom at Coles.
Kind Regards,
Laura
Coles Custome

At Coles Burpengary I intended to buy 2 X Devondale butter. I was disappointed to see it had increased in price from $5 to $5:60 for 500g within the last fortnight. To add insult to injury, the generic brand Coles butter was exactly the same price as the Devondale: $5:60 for 500g. Needless to say I did not buy butter at Coles, when I am fairly certain I can still get it for $5 at Woolworths, or at least the Woolworths generic brand at a reasonable cost. I used to enjoy shopping at the Coles Burpengary - it has been convenient as it is on the way home from work. However I have had a couple of poor experiences with service there, and gradually have reduced shopping there, only buying a few favourite products that have not significantly increased in price. As a person with a large mortgage I take note of the prices. I will only be buying 'specials' at Coles in the future.

I have been shopping at your Chevron Renaissance store located in Surfers Paradise.
I have found on every visit it to be under stocked and lack of items on every visit. On one visit 4 items could not be purchased from baby food to batteries and gloves. This happens on a regular visit when I need to shop. I don't normally find the time to email a complaint but it's the worst Coles store I have experienced and will no longer shop there.
Seriously it needs attention and stock rather than shelves that have big gaps of stock missing and not being available .

Hi, this is now my second and soon to be final negative experience with Coles. My first experience was so unreasonable that I contacted the ACCC for failure to meet policy. This time it was or should have been a simple fix. I had an online order of roast, was given a cut that I was unsatisfied with and that was more expensive than advertised. I returned to my local store and was told no exchange or refund was possible with cold goods. You have a 100% money back guarantee! I spend $300 per week at Coles and have a long history as a customer. In the last year I have been so dissatisfied with your inability to meet your advertised policy that I am now interested in reporting Coles Australia to oversight bodies as consumers should be made aware of the discretionary and selective nature of your policies as a multimillion dollar business. This is false advertising and breach of the contract that a consumer enters with your store upon purchase. I am completely disgusted also in your staff's lack of knowledge, behaviour when questioned about refunds and the way I have been made to feel on two occasions now. Never will I shop at Coles again! I expect a response from Coles Australia in writing please. I will also be reporting Coles to all oversight bodies that I can identify and encouraging many others to report Coles also.

My previous experience was this:

I had purchased items for an agency and at the time asked the staff member if I could return if necessary and was advised that I could if in 30 days and if I had receipt. One day later I had attempted to return items (as another worker purchased also) and Coles told me that they would not refund. I was in tears, travelled to three stores and given different information at each store. Coles Australia refused to formally send me a written refund policy stating that it was for in house use only (despite customers being allowed to know what contract they are entering into upon shopping at the store).

I bought 3 florets of broccoli from Coles Belconnen yesterday (Saturday 13.10.18). Today I cut one open and in the midst of the floret was a collection of grey bugs with insect eggs. There was no way to salvage this bunch. Then I cut open the next one already feeling sick and a centimetre long flying insect emerged. As I inspected it further there was an insect nest/cocoon where another insect lie. There was also a black maggot/slug like bug stuck to the branch. After throwing out these 2 bunches there was no way I could bring myself to eat the third regardless of its condition. This is unacceptable as 2/3 and possibly even the 3rd bunch was inedible. $5 worth of produce down the drain and another required trip to the shops.

We went to the Westfield Coles in NSW 2220 between 3:30 to 4:30pm on 13th October, a staff member named Josh is very rude to us.

We walk pass and just have a look the trolley where the empty boxes is placed, then suddenly the staff member is yell at us and ask us to away from the empty boxes, instead of talking to us in a nicer manner.

Staff member Josh is also showing his unwillingness to have us to shop in Coles, and does not feel any respect, which is the worst Coles Shopping experience we ever had

The store manager does not keen to improve the customer services as well.

If this is the Customer Services Standard for Coles, then my family and friends will considering not going to Coles for shopping anymore

Bought sea food marinara mix from southport park coles, i made a tom yum with the marinara mix as i was eating a mussel from the mix i felt a couple sharp bits in my mouth i spat it out and there were 3 quite large pieces of mussel shell in my mouth, this is quite disturbing as i could have cut my mouth badly i have photo evidence which i will add too this complaint.
Not happy at all as there should be more effort put into this not happening cause what if it was a small child that this had happened too? im not impressed in the slightest. Somethings needs to happen as i wont be shopping at coles any further as there are many other issues with your company and the food thats being supplied and tampered with not to mention the fluctuations in the prices sometimes even day to day its appalling.
Tameka Geros

Hello I am a customer of the Coles orange store in NSW 2800. I have had issues where this store is not following the correct procedures to rotate stock. On numerous times I have told managers on shift that the milk is not rotated. I have shelf products in my house that I bought a week ago the dates are a months away but today in my shopping I bought ones that are only a month away. My partner has sent in complaints to the store and has told a friend who used to work there that they haven't been rotating stock and if they can follow it up with a manager. My problem hasn't been fixed. I have on numerous occasions have had to reach to the back of there fridge to get the correct date that matches the ones in my fridge. Now it's gotten out of hand and nobody is listening to me. I work in a restaurant where FIFO IS A MUST AND WE HAVE TO DO IT or we will get in trouble or lose our jobs. This store is not following correct procedures and is failing to listen to a customer about their poor lack of following the correct procedures about rotating all food and drink stock. I didn't want it to come to this because I wouldn't like it if a customer of mine went to my head office to complain about their time and lack of listening to a simple thing as following procedures and poor customer experience. Please listen to me as a customer who knows and works in a restaurant about these procedures and that FIFO should be a must and actually should be followed not just this store it should be all of your stores and this should be followed up ASAP and actually dealt with.

Please and thank you for listening to me

At Coles in Drouin, I paid for 6 bags of grocery of $170. Before I drove off, I checked my docket and the Edgel 4 Bean Mix was charged at $1.50 instead of $1.00. The front desk cashier told me to wait for floor assistant to check the price. Don't know I long it will take, I offer to check the price myself in case I am mistaken. The cashier told me not to wandering off. 5 minute later, the floor assistant arrived, checked the price on the shelf. The discount tags is $1.00.
I was told to get the cans. I went back to the cars look for the cans in all the six bags of groceries. The staff, Connie, processing the returned of $1.50. I asked if I can have it in cash because my credit card is in the car. Connie refused. I said to Connie, this is inconvenience. I turn around to fetch my card, she said to me, "it is not". I turn around to her and said "Yes, it is. I do not want a hassle of $1.50 but it is against the principle! Connie is not apologetic. Her body language made me feel uncomfortable.
Please ladies and gentlemen at the serving desk, quality customer services is rare but discounts are easy to find these days.