CB Retail Stores Coles Supermarkets Australia rain check policy - clarity and execution

Coles Supermarkets Australia review: rain check policy - clarity and execution 4

Charmbarretto of AU

Nov 23, 2017 5:47 pm EST

Verified customer

Review updated: Aug 29, 2023

Featured review

We shop at coles stocklands mall merrylands multiple times a week. Our flybuys number for your reference : [protected]. I would describe my family as informed, value - driven shoppers with a very good understanding of pricing and offers across 3 supermarkets - coles, woolworth and aldi, which all co-exist in our local shopping mall.

I visited the store on tuesday 21 november at around 5.30 p m to buy a box of swisse odourless wild fish oil (1000 mg x 400 capsules), which was on special, listed in your supplement catalogue on half price at 14 au$ (Half price).
The item was not on the shelf, the space behind the yellow special label had the high-intensity 17.5 $ 400 capsule pack (also half price) I requested the sales lady to check the price which she kindly did. I requested for the 14 $ pack which I was after. It was not in stock. I then requested for a rain check and this is where the problem started.

The sales lady said she would have to check the catalogue - if it was listed there she would give me one. I was fine with that / I had decided to buy the item because it was in the catalogue and in half price. She checked the regular groceries catalogue and said it was not there. I informed her that it was in the health and beauty catalogue. She said they did not have that catalogue in store so she could not give me a rain check. I pointed to the whole shelf of yellow labels indicating specials and asked her to check online. She said the shelf labels were irrelevant - what mattered was the catalogue. She could not check online. I requested that she make out a rain check and that I would bring my own catalogue the next day morning from home and collect it when I showed her the special. She said the offer would not be valid the next day.
I found this very unreasonable and at this point told her that I would like to make a complaint. She spoke to the supervisor and told me she could issue a rain check for 1 box only - which I wanted anyway - a whole year stock.
I got the raincheck but the whole experience was stressful and unpleasant.
(1) the store should maintain a master set of current catalogues for easy reference. Better still - stores should have a computerised catalogue where they can easily check specials. If the store does not have a catalogues should the customer be penalised?
(2) I feel that the sales people at the bottom of the pyramid, whom the customer has contact with needs to be very clear about the store policy on rain checks. As a customer - if a yellow label says half price - and there is no stock - I can request a rain check.

The savings in this case was 14$ - I would have lost out had I not persisted. With christmas around the corner - this is significant saving on 1 item. I did not like the unpleasant interaction - it was unnecessary. As a frequent shopper I see these staff very often.

I hope the time and trouble I have taken to place this incident on record prompts you to streamline your policy on rain checks.

Sincerely
Charmaine barretto

4 comments

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al jong

1 comments

al jong of US

Jul 02, 2019 1:43 am EDT

it's not my comment but it's my question, why coles raincheck have a different limit from different stores for the same products

MAgra

2 comments

MAgra of US

Oct 03, 2021 12:51 am EDT

This Coles has no Customer service.. Each and every staff is rude. I also had the similar issue of raincheck. All of them are unprofessional.

marguerite Simpson

1 comments

marguerite Simpson of US

Apr 28, 2023 2:28 am EDT

Verified customer

I have asked for a raincheck only to be told they are only offered if the item is in that week's catalogue. I've just read coles raincheck policy and it says nothing about it having to be in the catalogue. Erika

Darren Nicholls

1 comments

Darren Nicholls of US

Aug 29, 2023 5:19 am EDT

Verified customer

I was told the same thing when trying to buy c4 energy drink which is on sale but not advertised in the catalogue. Cant find anything written that states catalogue only

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Coles Supermarkets Australia Contacts

Coles Supermarkets Australia phone numbers

1800 061 562
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Abandoned Trolleys

131 116
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flybuys

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Coles Insurance

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National Switchboard

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Coles Supermarkets Australia emails

coles.customer.care@coles.com.au

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Coles Supermarkets Australia address

800 Toorak Road, Hawthorn East, Victoria, 3123, Australia

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