Coles Supermarkets Australia
Reviews and Complaints

I am a family man with a professional job who resided in Hoppers Crossing, Victoria for more than10 years. My wife and my 3 8-year-gilrs have been a regular customer to the newly upgraded Hoppers Crossing Shopping Centre. Particularly, myself being a regular customer who visited the Coles supermarket in this Centre at least 2 to 3 times a week.

On the 17 July 2017, approximately 20:36 hour, I visited Coles supermarket in this Shopping Centre.

Just like every each time before, I was enjoying shopping while video calling with my overseas relative. But this time there are 2 hostile Coles staff members walk up to me and say that i am either taking images or recording one of the member staff in the store and i must put back my groceries to the shelves and leave the store immediately.
I was stunted and not sure what to react but try to explain that I am just video calling my relative.

I even show the Cole’s staff my mobile screen which still has my relative live online. At this point, I force to end the video call.

Without being asked by the Coles ‘staff member, i voluntary open up all the videos and images albums in my mobile to let them go through one by one. I want to clear my name for being accused for something that I did not do.
The staff member (later on i learnt he is the Store manager) went through all video and images on my phone but couldn't find anything that he claimed what i did. Then he says is my video call that captures one of the employees who’s made the compliant to him.

Then i remember that i did point my mobile to the Pringles (potatoes chips) that is on sale to my relative on video call but i am certain i did not point my mobile to anyone, I explained.

At this point, I was being force to leave the store. I felt abused and being wrongly accused.

I then say to the staff that i do not know it is illegal to have video call in supermarket. I do video call every time while I am shopping in this store before. Coles should make it clear to the customer that video calling is prohibited and need not to be so hostile. I do corporate and walk myself out of the store.

I was mostly in shock, humiliated but in calm manner throughout the whole ordeal.

I was still in shock about the incident after i got into my car in the car park. I never felt so humiliated before and still puzzle what had just happened. I then walk back in to the centre trying to find out who i can talk to to make myself understand.

As soon as a store member behind the front desk saw me from far, she raised her voice say: "You've been escorted out and you shouldn't be here"
I replied: Ï did not been escorted out, i walk myself out of the store and i like to talk to someone to find out what had just happened. Even before I can finished my sentence, the store manager and 2 other Coles staff member quickly walk toward me from far and say: "You can’t come back at all, go away!" then the store manager signalled the security guard standing nearby and say: "Get him out and make sure he don’t come back!".
I was even more shocked. This security guard start yelling at me and i can also hear some of the Coles member join in the accusation at the background.

The whole incident i did not even raise my voice or hostile to anyone at all but the security guard keep yelling and i cant even get a word across. I explained that I just want to know what i had done wrong? The security guard yelled even louder to my face "You know what you did!" and "You can complain all you want or even go ahead to sue us...get out and dont come back! The security guard also yelled things that degraded me like “ïf you cant read don’t speak at all just get out..”etc etc.

All other shop goers are staring at me like i am a criminal. Walk back to my car, sitting there in shock, shaking but mostly puzzling in my head. I was quite depressed the next day.

I am not sure if this query will get me anywhere. All i can say is i am just a regular family man whose just doing everyday shopping suddenly humiliated, abused and treated by Coles staff member and security guard like a criminal.

I have just received an email from a friend who lives in penrith, nsw, showing a large sign erected in your penrith store saying "happy ramadan", what a bloody disgrace that your company can do this and haven't the intestinal fortitude to display a"merry christmas" or "happy easter" for all of the christian population of our wonderful country, so as not to offend such a small minority. I will never enter any of your stores ever again and will endeavor to encourage others to do likewise

I am sick of seeing Coles trolley's littered around the neighbourhood. I am always having to contact Coles Trolley collection because other residents leave their trolley outside my house. Why do Coles allow trolleys to be taken away from a shopping centre? Trolleys are taken (sometimes kilometres away) only to be dumped and left in the neighbourhood. Is Coles proud to have their trolley's littered all over the community? It makes the area look awful.
I have contacted Coles trolley collection numerous times, sometimes several times for one trolley! Some requests are ignored and a trolley can sit there for days! I am tired of seeing Coles trolley's littered in the community. Coles need to be more accountable, there needs to be a tougher stance and better protection against trolley's being removed from a shopping complex.
With the billions of dollars Coles make and the work that's done with charities and the community, this is certainly an area that is overlooked by Coles when the problem and responsibility belongs to Coles.

I usually love shopping at my local coles in geraldton because of the great deals and wonderful service but one thursday night I was served by a rude staff memeber. While I was purchasing my items at the checkout I was being served my maria, while was serving me she continued to chat with the other staff memebers, I felt like she was very rude and as I wasnt sure if she was talking to me or someone else.

I have always shopped at coles i am very happy with the service and the products i wont shop anywhere else but my complaint is about the advertisments for coles on tv they are terrible very annoying especially the latest with that horrible screaming woman singing "down down" why coles she looks shocking and sounds shocking get rid of her she is definately not the face of coles or the average shopper

Date of incident: Wednesday 12th July 2017 - time ~6:30-7pm

Incident:
I asked the staff member 'Kranti' (name on tag - male) whether he could explain to me why the Dilmah (extra strength) was on special on the email I received from 'Coles at flybuys' and not on special at the store. I also expressed my frustration that this has happened before. He said he would ask his manager and took my phone inside. He gave his phone to me as assurance that he would bring my phone back. He came back ~5mins later and said he could not find his manager. He asked me to continue my shopping and said he would look for his manager. I also wanted to purchase the Napisan oxyaction trigger bottle (also on on special in the email but not in the store). However, when I tried to locate the email to confirm the special it was gone from my email list. I realised then that [removed] had deleted my email while he had taken my phone. Following this he bought the Duty Manager [removed] (name on tag - male) to see me and I confronted him (Kranti) about deleting my email and he denied it. [removed] told him to leave and tried to pacify me as I was terribly angry by this stage. I asked premoved] for [removed] 's full name but he refused to give it to me saying for me to just 'leave the incident alone' as he was going to give me the items on special, which he did. I left Coles Westmead feeling completely violated as my privacy was breached by Kranti. Admittedly, I should have not been so trusting and given him my phone, however, I expected far better from Coles employees! I sincerely hope that Coles will take further action regarding this issue and discipline [removed] for this deplorable act, and reprimand the Duty Manager for trying to brush this incident under the carpet. If do not hear back from Coles I will be taking further action. My phone number is: [removed]

I'm very confused.
I'm an employee at Coles Margaret River.
I am going through all the safety and standard procedures & I don't understand.
I'm following all the procedures/standard training yet I'm told I'm not competent in my job as a Night Filler.
I tested a theory I had.
When I was interviewed I was assured the hardest workers would get the hours.
From what I've experienced so far, this isn't the case.
I worked myself into the ground and had no reward.
No consistency of hours; yes I know I'm casual; but why tell potential Employees that the hardest workers get the hours if this isn't the case at all?
So I purposely started to slack off like the other slackers that get all the hours.
What do you know? All of a sudden I have hours? 3 shifts opposed to 1!
I start to work harder again & my hours lessened again.
How is it the people stopping to chat instead of chatting & continuing to work are being rewarded?
I feel like I was employed with a false incentive.
I had a bunch of boxes fall on my head the other night.
They came off a moving roll cage.
The roll cages are always packed to the brim, as full as they can be.
It's all about getting the job done quickly there.
Another reason why I'm so confused.
There seems to be rules for me & rules for others.
The slow stackers move at whatever speed they choose.
I'm told to lift SMART but faster yet in the time it takes them to complete one section of an aisle, with 3 of them on it, I've completed one whole aisle by myself.
Back to the roll cages.
You can never see over them. I've hurt my back once & have felt discriminated ever since. I fell off a safety step whilst stacking shelves and fell with full force on my right wrist/body. I didn't report it out of fear of more discrimination & loss of more shifts.
Also due to an incident when I started where another female Employee physically grabbed me. This was the first incident.
I chased it up consistently only to be apologised to at least 3 months later by one of my Manager's about the delay in investigating the matter then insisted a mediation with the attacker which terrified me & made me feel even more vulnerable.
This person who grabbed me psychically still has at least 4 shifts a week.
This is disgusting.
I was so upset & overwhelmed from the lack of urgency regarding a considerable serious offence that I told my Manager to let it go.
I shouldn't have to pester my Manager's to get something done that involved physical violence. Since then that woman hasn't bothered me much but she approached me the other day & once again tried to boss me around.
Once again, exuding misplaced authority.
It seems her negative behaviour is building again & her confidence in giving me a hard time.
Every time I was called in I would say yes.
Darcy was the one mainly calling me in.
One week I did 6 shifts. I said no to a few shifts due to reasonable excuses such as sickness, etcetera.
At one stage I was very disheartened when I heard one of my Managers: Darcy was consistently badmouthing me to other Employees & Managers.
I then had one of the Managers: Kim tells me the reason I wasn't getting shifts are due to one of the other Managers claims, that I turned down many, yet I haven't & I'm sure my records could prove this. I feel I am being bullied.
On another incident, I couldn't work a shift one week so I let one of my Manager's: Darcy, know in advance. He swapped me from a Friday shift to a Saturday & assured me it was all sorted. Next thing its that night & Ryan: one of my Night Fill Managers, is calling me asking where I am as I haven't shown up for my [censor]?
Then I spoke with my female Manager: Kim who stated that when she asked Darcy what had happened he responded with: "She's Casual. Can't make her work."
This is all very disheartening & is making my first 90 days at Coles extremely unpleasant.
It isn't fair because I like my job & I like to work hard.
I just don't like to be pushed to my breaking point or having to tolerate abuse of any kind.
On top of all this, I'm now going through all these Assessments on My Coles & have realised that they needed to be completed by certain dates. No one has informed me of this at all.
I recently was advised of '1' assessment that needed to be completed. This was the first time I have been told approximately 4 months into my Employment.
I've uploaded a few photos that I feel question Coles - Margaret River Standards.
Photo 1 - States: That it is ok to be vulnerable with 'social connections.'
Every time I've shown vulnerability & opened up I feel I've been treated in quite an opposite way, regarding the issues I've addressed.
Encouraging the feeling of isolation.
Photo 2 - Our rosters are updated/published between every Sunday & Tuesday?
I don't know what is going on with Coles - Margaret River.
There are far too many politics & it's disrupting the work flow majorly.
There are constant mistakes.
I almost wish I never spoke up.
Maybe I'd feel like the Managers are giving me less of a hard time if I never voiced my concerns.
I feel like they're treating me like a problem.
Like I'm being weaned out.
I really don't understand any of it & feel horrible.
I'm so confused. I'm so disheartened by all of it I really don't know what to do.
I really am afraid to come forward & to be open about my struggle, out of fear of being deemed a problem again or 'too hard'. It's not a nice feeling.
On top of all of this, I'm coming off anti-depressants & don't need to be made to feel any worse than I already feel. Of course, I haven't told them this out of fear of discrimination again.
I honestly feel like many of the Managers at Coles Margaret River say they comply with the Coles Agreement & Standards yet the reality is far from it.
A serious investigation needs to take place & I would like to remain anonymous based on what I've stated.

I'm not sure if you seen the deli department in Coles Australind. I can only assume that whoever designed the counter must be taller than the average person or has no concern for prompt, efficient customer service.

This deli counter is so high and has no way to indicate to staff that they have customers to serve unless we yell at them as quite often there is only one staff member on and usually nowhere to be seen or otherwise has their back to the counter. I dread going to this supermarket for this reason only and know that I'm not alone with this particular issue. A solution to this counter height issue would be very much appreciated.

Hi I saw coles web site. It had 50% discounts this one, also my other friends bought same things, but my local coles manager said it doesn't discount it, I did show her internet web site, she said it doesn't discount saying same thing.
That manager name is marissa.
I am one of best costomer on my local coles.
I had really bad experience now.
Tell me true. What is the web site selling 50% discount duck breast now?
Also how did my other friends buy duck breast discount price? Not a just one. It is many friends.

I am waiting your answer
Thanks

ColesStore: 772 - CS Sylvania
Date 08/07/2017 around 10:35 AM
Staff at Tabaco register Name: Melinda

I was waiting for my turn as the staff, Melinda was serving a customer. And then I noticed a man coming later and waiting to be serviced. He came after me.

However, as soon as she finished serving the first customer and asked the man (who came later than me), what he wanted.
I was wondering what was going on as I came before himn and waited for her service and also she knew I was there first.
The man told the staff, Melinda, what he wanted and then looked at me. He expressed that that was not my fault as she asked me first so I got service first.
After the customer left, the staff, Melinda asked me what I wanted. So I asked her why she served him first even though I was before him.
She made an excuse that he did not complete his shopping and he already waited for his turn before. This was not true as the man said that she asked him first so he told her what he want although he came later.
I felt very upset as I felt that she discriminated customers when she was serving. The man is white and I am Asian. She treated customer differently.
This is not the only incident as I have noticed that she generally is unfriendly and rough at the tabaco register when I do shopping at that Coles.
I complained verbally to one guy who was in charge in the fresh fruit and vegetable section at that time. I don't think he has done something for this complaint.

Hi,

I had rung regarding an abandoned trolley outside the front of my house to be collected, 3 days on and it was still outside. I was told it would be collected within 24hrs of making the call. I rang back and told them it still had not been collected and assured me it would be the following day.
It is still currently outside my house. I am fed up with calling and thought i was doing the right thing by reporting it, and nothing has been done about it.

Highly frustrated and disapointed!

Had trolley full of shopping... Go to checkout... None are open... Informed they do not open until 830 this was at 820... Have to shop before work... Have to put all through self service... No room to put all shopping... Absolutelu ridiculous... Have been shopping here for ovet 20 years... Coles north armadalr champion drive wa... Disgusted! Have not had this problem before... And there was a lady at the smoke counter... But after I had finally finished there was no one there to serve me... This needa to be resolved

I want to lodge a formal complain about one of your staff name David from Malvern store night shift.

I'm one of your regular customers and shopped at your Malvern store all the time.

At about 11:30pm tonight 05/07/2017, I was looking at your new Coca Cola No sugar, you labeled $14.10 per box, and I had my phone out tried to work out how much per can.

Then David yell out very loud right next to me " Hey, you not allow to take pictures."

" I wasn't taking pictures." I replied

" Yes, you were." He insisted

" No, I wasn't ."

" Yes, you were." He shout out rudely

"I was working out how much per can." I tried to explain to him.

"No, you had your phone out taking picture of the label" he said rudely again.

" What if there isn't picture of it in my phone" I replied.

"You wait here, I go to my manager" he ordered me.

" I said you wait here, stay there" He tried to detain me.

The matter escalated to the duty manager, then he wants to speak to the duty manager Name Tim privately.

Is this how you trained your staff to treat the customer?

I don't like to be accused wrong for something I wasn't doing. After explained the situation to the duty manager. All I want is an apology.

Not even one single apology, and David still refuse to apologizes. What an arrogant staff you have.

And your manager refused to give me his last name. All he gave me is David from the night shift.

As a loyal customer for over 25 years, I'm deeply hurted from this incident, and very much disappointed. And fearful to shop in Coles ever again.

I want a formal apology, and Coles to take action against David.

Health and safety issue that needs PROMPT attention.

Moldy cheese consumed in sandwiches by myself, husband and two daughters aged 3 and 6. Time will tell if we all fall ill. Purchased from Coles port Douglas and have photographic evidence of docket, item barcode and use by date. Extremely unimpressed and worried of the risk of the family getting sick from it.

HEALTH AND SAFETY ISSUE. Needs prompt attention.

I would like to be contacted in regards to Gungahlin Coles. The worst customer service I have ever encountered. Not only will I never order coles online or shop at coles again, I will never recommend to anyone again and should really take to social media with my story so others think twice about shopping there.

I ordered an order (#[protected]) through online delivery for the window 2pm-10pm last night, didn't receive an email at any stage saying when to expect the delivery, so I logged onto my account and it said expect between 9:30pm and 10:30pm. Come 9pm at night I get a text message saying my order will be 60 mins late. So I wait up, til 1am in the morning still waiting for my shopping. However at 10:30pm I receive an email asking for my feedback on how my delivery tonight was (so this is the only communication I get in regards to my order). I logged onto my coles account at approx 1am and it said my order was complete and delivered.
02 July 17, at 0800 I contact online on [protected]. The person I spoke to said I had to ring back after 1030 as gungahlin store is not open.

So I do @1130 I contact [protected] again, only to be told that, I quote "the driver had met with accident". Well that may be so, but why does coles online bother having our contact numbers or emails if they are not going to contact customers? I would not have waited up til 1am if I had been notified. So they can send a text stating running 60 minutes late, but not that my order wont be coming at all? This is absolute disgusting customer service. What makes it worse is in between 10-1130 this morning I did not get contacted about my order until I phoned them? So if they had many orders did not go out due to alleged accident well wouldn't first priority be to contact the customers wondering where their orders are from the night before?

Then to add to my anger/frustration they asked what I wanted to do, as the store could credit my card back the cost of my order, well again I ask why is the first reaction not to prioritise the customers orders from last night to today? I was then asked to wait 10 minutes while they confirm if they can even re-deliver my order today, and they will call back in 10 with an answer, that was 35 minutes ago now.

Seriously both gungahlin coles and the online customer service clearly need some corrective training in customer service. I am so disgusted and as a long time loyal coles customer, can pretty safely say that's it for me, and will share this story to others.

Sunday 25 June I bought Swisse Spirulina Tabs at $73.44 which displayed a "New" product for $25.99. The promoted product was for Swisse Executive focus.
I returned to the shelve to take a photo and requested a refund due to misleading product pricing. The spirulina product had no other pricing, nor was the advertised discounted Swisse Executive focus product on the shelve.
I pointed out to the service desk attendant plus the supervisor that the pricing is deceptive and that it should be addressed.
The supervisor told me that maybe a customer placed the product in the wrong place. I again showed the photo where it shows clearly being stocked incorrect.
I received a refund, no problem there...
Today 2 July I returned to the same store and found NO CHANGE to the stocked item, now displaying a yellow 30% OFF at $18.19 for the same incorrect product.

This is clear deceptive advertising, with no intention of correcting a known deception...!

I finished Work 31/06/2017, went past every other outlet because I like supporting my local Coles, When I went to the isle where I always get my daughters baby formula from S-26 Stage 3 the shelf was empty so I went to find some assistance the gentleman that I found informed me that because there is no shelf ticket for that item it means we do not stock the product, which I know is a lie because this is where I always purchase it from.

I left the shop and went to IGA (Drakes) and was shocked to find that an item that was $16-00 as Coles, I find myself paying $23-99 that's an $8-00 difference not to mention the time and fuel driving all over town just so my baby daughter has her formula

Please feel free to call me anytime

Shane Langham
1/21 Brown Street
Labrador
QLD 4215
[protected]

I have purchased 4 tins baby formula on coles store this morning at Riverton store WA, the store number is 465. when i am going to pay for them at the count, i was told i can not scan my flybuys to get points, the reason is, i buy those baby formula for selling. Anyone can explain this super rude attitude to treat the customer? Do your conpany have this rules? How this rude staff can judge customer by his own mind without evidence? Who can do formal apologize to me?

Regards,
Sammie Mao

Hi I recently bought this product and also a pkt of multi purpose wipes which remain unopened.
This product is terrible. It leavesstreaking all over my glass splashback and my glass top coffee table.
I may as well throw this item out as it is creating more work for me when it should be doing what I paid for it to do.
I'm very unhappy about throwing money at a poor product and feel reluctant to include Coles brand anything in my weekly shop moving forward.
It's difficult to show in photos due to the nature of reflective glass.

Going through the Self Service checkout on 25/06/17, approx. 2.20 Pm, the scanner was not registering the bar code on a product. I asked the staff there ( Danielle) for assistance. She told me that I can punch in the bar code if not scanning, On advising that I did not have my reading glasses and if she could do that for me, she turned around and told my husband that he can do it ( he needs glasses as well). My husband asked her if she can do it, she did it with load and continual sighs. I asked her the reason for her sighing, she goes, " we are really busy right now", and left with a very negative attitude. We were totally dumb stumped, had never expected such bad customer service from a staff at Coles.