Coles Supermarkets Australia
Reviews and Complaints

Good Afternoon,

On Tuesday 31st at 1.00pm we placed an order (#[protected]) online for delivery on Thursday 2nd.
Then at 5.00pm on the 1st we received "This is a courtesy notification that your Cleo's online order has been cancelled." As our Company closes at 4.00pm this was not received until the expected day of delivery.

We have ordered fortnightly online for years as it is convenient for the company to keep up with items required by our staff that includes a team of 24.
To say we where inconvenienced that this order was cancelled is an under statement. The last minute running around for a small business to replace, simply isn't good enough.

Your website is all about corporate responsibility, working together and ethics in practices, well in this instance none of your commitments have been honoured.
This order was to be for 120 contractors working for Newcastle Coal Infrastructure Group, sponsored by us to raise funds from Movember. I am sure you are aware that globally, the rate of suicide is alarmingly high, particularly in men. Last year a work colleague of this group lost his life.
To be told by customer care, that in your booking condition you need to place large orders within 3-5 business days is disappointing, why was this order accepted online, and what do you qualify as a large order ?

It would be appreciated if this matter could be addressed.

Jeff Stephen
Managing Director
Doito Industrial Painting
[protected]@bigpond.com

My husband went to the Shannon avenue coles.
On his way home from tennis.
I had his credit card he didn't realise.
He tried to use the debit cards but they didn't work
He got into his online bank App
He as happy to type the credit card number in and show the number online for them to see
He also had his licence, Medibank and health care card to prove who he was. He had done 'tis once at Belmont when he had forgotten his credit card once before. My issue is not with hem not allowing him to use his credit card number. As I understand there are issue with fraud.
However NO ONE is permitted to take my husband cards and say he must be fraud and refuse to give them back! He was taken out the back. No polcie were called my husband said he would call the police if the manager didn't return his cards!
I worked for coles for 8 years that certainly is NOT THE WAY to deal with this on any level! He felt degraded embarrassed and your very young manager was completely out of line!
It was not about not letting him pay via typing in his credit card from memory not even from written but how he was accused of fraud! How dare he how dare you coles never would do any customer service like this! How ridiculous he had his entire wallet and phone! And being told they were probably stolen! I want to hear from someone asap to discuss this matter

I have an issue with this. If I purchase reduced price items knowing they have short shelf life I am very annoyed tow see it charged at full rate on my docket after leaving the store.
I then have to suck it up or look pedantic by taking the docket and item to return it to the shop for a small refund. Ok so I should check docket at the time but that just doesn't always happen.
Recently when I did this at Coles The Entrance I was loudly humiliated by a older female store assistant who demanded to know if I thought it was her fault the overcharging had occurred.
This is a very different response to what I received returning an item to your competitor.

Please advise me of your. SOPs in dealing with this all too often accurance. Also, is the full cost reimbursed or only the difference that should not have been charged in the first place? I wonder if returning the full price might help this occur less frequently.

Went to the Coles in sandy bay, had all my items that I wanted to purchase, went to the machines and the Efpos was down. My only form of paying is with an international card as I am a international uni student and because of this issue I was not able to purchase me products. This is a big inconvience to me and as for the Efpos machines being down that is no concern to me as I am a paying customer and expect to be able to purchase what I need at any given time.

I am complaining about a reported (on 3AW) incident at your Altona branch, where, allegedly, your company evicted an RSL volunteer who was selling poppies. Apparently, he had been doing this for years with nil issue.

Obviously, you are not content with trying to airbrush out Easter and Christmas, you are now trying to erase Remembrance Day, before you blank out Anzac Day. All to appease a tiny minority - you're idea of inclusion is to exclude the majority.

I will never shop at Coles again.

I recently bought a pack of Coles Brand electric toothbrush heads because they were much cheaper than the usual Oral B Brand but looked the same. However when you use them they cut your mouth where the head rotated and is very painful. I tried each brush in the whole packet and all of them have the same result, you end up with small cuts to your mouth and tongue. It is very unpleasant so even though they are much cheaper the quality was so poor they were unusable. I will switch back to Oral B Brand.

Over the last couple weeks I have been in Mildura with work and going through your automated checkouts have not received the correct change in ten visits three I have been short changed, today at 645 Saturday I was short changed again this time I compained and after a few minutes the $2.40 was given back to me, the girl said sorry but really didn't care so I asked to speak to the duty manager she arrived no smile etc and said I won't be a minute and proceeded to start serving customers in the smoke shop, after she served the customer she started serving another costumer, I told the girl it's totally unacceptable behaviour and I will follow through with head office.
How can this happen on three occasions? Is it a deliberate act to increase profit? Or is it like going to the pokies ?

Hi,
I purchased a 36 pack of Devondale cheese slices last week.
I am a fan of this product due to it's constant quality and the kids love it in their school lunches.

However on this occasion when unwrapping the slice the cheese is sticky and soft, it sticks to my fingers and the plastic and comes off the plastic in bits.

There is no way a child could unwrap it without making a hell of a mess.

I can assure you from purchase to the fridge was under 10 minutes.

I am reluctant to buy this product again.

Regards

James

I obtained a flybuys card few months ago (Number [protected]) and had the belief that coles is interested in providing a benefit for their clients. Recently I received a letter with few pages amounting to 2 a3 size paper printed on both sides, telling me that I accumulated 2, 990 pts worth of $10 by 26 sept 17.

The provided information was directing me to scan and then "destroy" coupons, which I did not understand, so I asked at the counter "why don't I get the promised $10 and that the end of the matter?"
I was informed that I should log in to a website, follow instructions, match client code, follow instructions... Etc. Did your marketing department thought about the time you are taking from clients to follow your complicated procedures?

It takes time to go on the internet, finding website, entering a 16 digit code and then ask for transfer of points into money, which I do not get - this is just ridiculous. It is also inappropriate for your marketing to instruct the client to do anything (Apart from buying your products) - so that you would generously confer few dollars.

I do not think you are genuine. Priceline is a well known pharmacy seller who also have a system of encouragement to clients. They are genuine, they do not instruct you to go back home, switch on the computer, find a website, enter codes, etc. Simply, your points are accumulated automatically, and when you buy something you can reduce your payment by the amount you accumulated. That simple.

I regret having asked for that flybuys card and the time lost in using it - but as this message is the final contact with you, I hope that you receive this feedback on how disrespectful to client's time, and wasteful of unnecessary postage and paper asking clients to "scan and destroy". How genius!

My local Coles store installed new check out m/c's a year or so ago. They are too small, and the weighing part is even smaller than the bagging area, which doesn't fit my shopping bags. After a while, and many complaints, thr weighing option was turned off, and my purchasing experience improved. It has been turned npback on, and is even more intrusive than before!
About half of my purhcases couldn't be weoghed, despite my moving them to ensure they were over the weight.
The assistant who came was very polite, very helpful, and very apologetic.
As this is my local store, I am extremely ipset by this and will now only buy items I need urgently from this store.
I have typed all this in once and your spell check sent me off to lahlah land, so I am even more upset. Please fix these machines, or at least go back to trusting most of us to do the right thing and turn off the weighing. As WA is moving to no plastic bags next year, eevn the prople who use them now will have to get their own bags, most of which are somewhat larger than the very small area provided.
Now I can't work out what category to put below. There is no 'Shopping' or 'Supermarket' category! Not impressed by this site at all! Get someone to yest it properly. And why doesn't it default to the country I am in, Australia, instead of USA? That isn't hard to have picked up as I went from An Australian web site to this one. Shocking programming and testing.

Coles truck driver driving dangerously on the gateway motorway & Logan motorway Qld, on 24 October 2017, at 4:50pm. This truck driver was weaving in and out of traffic, tailgating and speeding. At one point he would have been about 2 meters from the back of my car, when the speed limit dropped from 100kms to 80mks due to road works he continued to speed on at least 20km over the speed limit. He blasted his horn at me as he passed, he also gave me the finger when I caught up to him again when traffic came to a stop. I am pregnant and felt completely unsafe sharing the road with this irresponsible driver. The truck itself had 2 different number plates the front plate 022Xde and the rear plate 046Qxz, the number on top of the truck at the back is 24A9024. The driver was of Indian appearance. He continued on from the gateway motorway onto the Logan motorway and exited at Paradise Rd at Forrest Lake.

My name is Michael and I'm from the Gold Coast in Q. L. D, I shop at the Labrador Park store and have been doing so for over 20years, and this has pissed me off so much that I have seen an attorney to get court hearing ready and drag COLES [censor] to court, every time me or other over 50's shop and go to the self serve check-outs the Older woman staff are hovering over our backs as if we are stealing from them the 3 Older ones that are there everyday are rude and a little bunch of [censor]es to say the least I had to warn one of them to get the [censor] out of my back or else? and this happens all of the time one fat blonde that her hair is like steel wool and looks disgusting as a floor staff another lesbo looking old cow trying to be 16 years old, and another old bag who wants to know everyones business, I'm sick of this 3 witches of Labrador, we as faithful coles customers have come up with an idea that we will put work soon if they are to stay at our store and that is to walk the isles and make sure that we spread every item on the shelfs over your floor and not to mention what will be done to the [censor] in the fridges, it is a promise and we old school dudes tend to keep out promises and then we will hit you wil every news channel in court and out law firm is excited to do this for us as they see a load [censor] of money leaving your fat-[censor] pockets,
we don't give a [censor] if you call the coppers or the bloody Army we STAN BY OUR WORD, Sick of been treated and made to feel like we are a bunch of Thief - get the foken ;[censor]ing' junkies not the older people who truly struggle to pay your foking prices, as I'm a Kempo Karate 5 time intercontinental champion - they put that [censor] security guard to watch us - I WILL BREAK EVERY BONE IN HIS [censor] INDIAN BODY the little [censor]. this is a warning - for now

I regularly shop at my local Coles at Aldinga Beach Shopping Centre. As I often drop in to buy just a few items I choose to use the checkout for "Up to 12 items" but this checkout has not been open for the last few months.

I originally complained to the Manager of the Store that the checkout for just a few items is rarely ever open, I was told there was a shortage of staff problem but it would be looked into.

Now that checkout has a sign on it saying "This checkout out of order". It has been that way for months now and so I, and others like me, queue behind people with piled up trolleys. I can only presume Coles are choosing to force the public to use self-service whether they like it or not.

I therefore choose to shop at Foodland where they are happy to serve me in person with a smile.

Hi, last Wednesday I picked up a bag of the coles pizza cheese. Went to use it on Saturday and it’s full a dark green and black mole which was covered by the label. The exp date is the 28th of dec. The bag has not even been open. Called the coles store where I got it from and the manger said there was nothing they could do and they wouldn’t refund or replace the item... wtf it’s not even open and I have the receipt... this just suxs after spending 7 dollars for a bag and been told to bad not our fault is just crap...

I have visited Coles store 4576 twice in 14 days and on both occasions I have been over charged and had to go back to the store for a parcial refund not only is this a inconveniences but the store manger MATT is very rude he spends most of his time chatting to staff about his weekend I waited 10 minutes at customer service for him to serve me and when he did I received no apology and only a partial refund which should have been a FULL refund of the items that were over charged.

Have only ordered online twice now and I can see why this is not going to work for me. First order I asked for 800g majool dates and I got 4kg of sweet potatoes. I did receive a refund and a $15 credit thankyou, but this is so inconvenient when you need an item that day and are unable to get to the store or any store for that matter. The 2nd time I was sent an email saying if I spent $60 online I would get extra flybuys, so against my better judgement off I went again and spent roughly $69 to get the points. When I got home I was 4 items short, so I phoned the click and collect person and she said they were out of stock as this item is on sale and when it comes in stock she will give me a call for me to collect them. I still have not heard from her. so I went in to the store today and spoke with Steve floor manager at the time I think, anyway he said this is not the process they go by and without an order number he can't do anything. This is very annoying when the staff are not trained properly and they tell me one thing and it is not the proper procedure, as basically Steve was calling me a liar. I did not have the order number on me at the time but it is [protected]. I have received another email to say these items were not in stock and I have not been charged which I haven't but I have missed out on the flybuys points which is the only reason why I bought online in the first place. If product is not in stock it should be made known straight away and also if an item is half price or on sale there should be enough in stock as to not run out. I am forever being disappointed with the service at coles and am seriously wandering why I am still shopping there.

Some may remember that early this year I had a little rant at coles for working with inghams to produce a 25% increase on this product which is nuts to expect it goes unnoticed but now omfg, my blood is boiling that is more than 100% in a year. Please share far and wide. This is just one product. You [censor] (coles & inghams) must think we are nuts. How do you justify this?

I am very annoyed. I regularly bought Tassals Tinned salmon from coles. This product is home grown in Tasmania and is one of the cleanest environments for growing salmon. Now coles is not stocking this product and prefers to provide John West or Coles brand - overseas products no where near as clean as the Tassals products. I would like to see Coles stock this product.

Hello,

Over the last week I have phoned the Bassendean store twice to complain about one of the male 'self service' customer service person tickling and touching my 1yr old daughter every time we go through. I explained I do not appreciate any stranger touching my child let alone a customer service representative and that I would like it to not happen again. The lady answering the phone said quote "yes I know who you are talking about, this isn't the first complaint". This lady's name was Vicki and the person serving us is Michael. With no apology she said she would talk to the staff. As I use the Coles a lot I don't want to alienate the staff member so hence why I didn't tell him myself. He did it again the very next time I went through. He strokes her face & tickles her feet even when I turn her away he manovered his hand over to touch her. Completely inappropriate. If he did this when my husband went through there would be trouble. I am very peterbed there has been nothing done about this. If it happens again I will take the matter further.

Regards
Shannon Knowles

Put in an order for a home delivery as hard for me to get big amount of groceries into my apartment! Their truck/driver broke down so I got a msg an hour before they can not deliver but I could pick it up (really?) or reorder! The person I spoke to about it sounded like he was on some drugs!They still managed to charge me and the refund could now take 3-4 days! Will not use Coles Online ever again!