An absolute disgrace. The service has become a joke and they charge people for this. 2.5h and still waiting for a rapid delivery which had said 40m. This is the 3rd time this has happened plus add to that one delivery going to my neighbour and another order missing 2 bags.
Will never use Coles online again. My groceries got delivered to the wrong house (went to number 29 instead of number 39). When I finally tracked them down they had been thrown onto the porch of my neighbours house. Bags were damaged and contents spilling out. The delivery driver obviously did not care. Almost $300 worth of groceries, left… Read more
outside overnight for 10 hours. I had to dispose of meat and dairy products as they had been un refrigerated for too long, posing a food safety risk. Such a waste!!! Customer care just didn’t care. Said that they would organise a re delivery but it would take 2 days!!! I declined and demanded my money back. This was on a Monday. It is now Thursday and STILL awaiting my refund. I am out of pocket as had to replace the spoiled items. I rang customer care for an update and they assured me it had been processed, the delay was with the bank. What Crap!!! Coles, you have gone Down Down!! Not only did you fail to deliver my groceries, but failed to deliver on customer care and service.
I received someone else’s online order. I had to chat with 3 different agents to receive a refund, and the third agent tried to tell me that my order had probably been stolen, even though I was watching for it all morning. Absolutely disgraceful service.
Reviews with attachments
My grocery order has been literally thrown together, squashed , damp from detergent lying sideways on top of packaged food. Soaking wet bag.
Wednesday morning (11/03/26) we had had the most incredible Coles delivery driver who came all the way from Melbourne to Ocean Grove at 7.30 in the morning. I couldn't praise him in any higher regard other than to say thank you. Driver name escaped me but his truck was 'Ophilia'. Thank you so much, and keep up the great work.
Was missing 12 items out of my order Online said id have to wait the 5-7 days for the refund. Doesn’t help when I needed those items for breakfast and school lunches today. Fruit was rotten and squashed. I’d give zero stars if I could
If you’re looking for a glowing review of Coles' online shopping, here is a breakdown of why so many customers swear by it, alongside some helpful tips to get the most out of their service: Ultimate Convenience & Time-Saving: Shopping through the Coles App or website is a game-changer for busy families and anyone with mobility issues. You can… Read more
start an order on your phone and slowly add to your trolley throughout the day, which helps avoid impulse buys often triggered by in-store displays. Flexible Delivery & Rapid Options: Coles offers a wide range of delivery windows, including same-day delivery and "Rapid" 2-hour slots for when you're in a hurry. For those preferring to pick up, Click & Collect is highly efficient, with many stores offering "Rapid Click & Collect" in as little as 60–90 minutes. Deliver More Service: This newer feature uses state-of-the-art fulfilment centres to offer an extended product range and "next-to-no substitutions". It even provides "days of life" labels on meat and dairy, so you know exactly how long your food will stay fresh. Incredible Value with Coles Plus: For $19/month, a Coles Plus membership provides unlimited free delivery on orders over $50 and double Flybuys points on every shop. Frequent shoppers find it pays for itself in just a couple of orders. Helpful Customer Support: While experiences vary, many customers praise the "cheerful" and "helpful" delivery drivers who go the extra mile, such as bringing groceries right to the door. If things go wrong, Coles Online Customer Care (1800 455 400) is available to resolve issues or provide credits. Would you like me to help you find the current promo codes for first-time Coles online orders?
- +1
I'm on holiday here for 7 days staying in surfers paradise I got a coles delivery today via Uber. Half the green grapes were soft and rotten. Tonight I opened a Costello blue creamy cheese and that is also rotten. Really annoying 2 things that were expensive were both off. 17.2.2026
Today I suppose to get deliver my order from Coles spending over $300 . I Been doing it for years as I have back and a hernia issues can do heavy lifting. The driver came by at 5.55 am and rang me up stating me to come down as he couldn't park yet for yrs I had no issues as I cant lift bags he decided to cancel my order, I had to call coles… Read more
costumer service and explained I had no delivery and will have to re order everything by now some of the items are out of stock and have to wait at least a few more days , very unhappy with the outcome. Even they gave me a $20 credit to used on my next order is not good . Never before had issues now one driver cant deliver my opinion he was just lazy . Coles is getting very lousy in their service on top their prices are very expensive we have to put up with no delivery after a certain amount you get free delivery but still my order was cancel and did not get my order . Terrible.
- +4
Consistent Quality Failures, Missing Items, and No Accountability I have experienced repeated and unacceptable issues with Coles Online orders over an extended period, with no meaningful resolution. Items regularly go missing or arrive in very poor condition. In our Christmas order, instead of the 20 apricots and 20 peaches I paid for, I… Read more
received one apricot and one peach. There was no refund, only a generic message saying my future orders would be “more thoroughly checked”. Which I absolutely welcome you doing your job.
Fresh produce quality has been particularly appalling. During Christmas preparations, I discovered slugs throughout the watercress and lettuce that was already off. I provided photos, only to be met with excuses about needing to “conduct an investigation”. I am immunosuppressed - do you know how dangerous bugs are? Previously, I’ve also received an organic cauliflower infested with green bugs.
Rather than acknowledging obvious supply chain and quality control failures, Coles has implied that the frequency of problems with my orders is somehow my fault. That is an extraordinary response when the issues are clearly visible, documented, and related to food safety and fulfilment accuracy.
A month passed after my most recent complaint with no follow-up, no refund, and no resolution.
In relations to my query, I received a templated email thanking me for being a “valued customer” and stating that because I have reported issues multiple times, Coles will now apply “additional quality checking” to my future orders. This does not address the core problems: • Missing items • Unsafe, contaminated produce • Spoiled food • Delays, excuses, and lack of accountability
Customers should not have to repeatedly complain, photograph mould, slugs, or infestations, and chase basic refunds for goods that were never delivered or were unfit for consumption.
This is not reliable service, and it is certainly not acceptable for a major supermarket. Until Coles takes responsibility for quality control and customer remediation, I cannot recommend Coles.
How can I get a Coles Pork loin roast to cook when ooze keeps coming from it
I got a delivery from Coles yesterday a liter of water had drenched all the shopping all the cardboard is soggy and falling to pieces I contacted Coles over my disappointment they refunded me for the water and that's it. I'm now left with a heap of plastic bags where the contents are just going to be end up crushed because there's no cardboard box to help me store it and hold it together. Back to Woolworths I think
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I shop all the time online because it’s convenient for me and I don’t have to constantly take my new born. It’s convenient having same day delivery only if you are a ColesPlus member as there is free delivery. However every time I choose a time slot, for example I’ll always go with the 1 hour turn around time, but by the time I go to checkout it… Read more
always comes up with the bloody error message. Then I have to keep changing the time slot and even then I still get the error message. I continue to select all the time slots until I’m basically left with the latest time delivery. I also noticed that whatever time frame you pick, it always comes at the later time eg between 1-7pm it’s always 7pm. For an app that should provide so much convenience, a lot of work needs to be done to resolve these issues. Also it would be helpful to have an option to add a note. I bought tomatoes and for some reason the person who selected my tomatoes thought that extremely soft tomatoes was the best option. More like “Value the Australian way — fresh yesterday.”
I FOUND A USED TAMPON IN MY GROCERY BAG. I ordered some cat food from Coles on the uber eats app and there was a used tampon in the bag. I reported it to uber and called Coles. I was answered by a staff member, and told the manager would call back after giving my name and number. I waited 3 hours and didn’t receive a call back. I called again and… Read more
asked to speak to the store or online manager again, and was again told they would get around to it. I eventually did get a call from the manager shortly after, but they denied it could have been them and tried to place all the blame on uber. I’m disgusted by the lack of accountability being taken. I have requested that CCTV footage is viewed at the time of packaging and checkout as listed on the receipt. If something isn’t done about this, I will happily take this to the news and have been given the connections to do so. I’d also like to mention that I have a 7 year old son. Blood carries all kinds of diseases and biohazards. What if I somehow came in contact with the blood and didn’t know, and then passed it onto him? Not only is my life possibly at risk, but so is my child’s. This is so freaking horrendous, and I’m nothing going to let this go until someone takes accountability.
I bought online packs of "Im Perfect" mandarines and avocados. Both packs were TINY fruit which I would not have selected in store. Mandarines just larger than a 50 cent coin. This fruit should not be considered fit for sale as human food. Mandarines too small to peel and consume. I have no trust in "Im Perfect" products, they are sub standard… Read more
and I would never purchase again . Packaged pears were also tiny and hard. Fruit overall very substandard.
in over 6 years I have endured damaged and broken items and everytime I send photos as I believe the Alexandria Warehouse doesn't care about packing as they throw things in bags mind you 2 items in each bag but still have the rudeness to put softer items under heavy ones and don't care at all and keep doing it and the Manager running it needs to… Read more
be fired too for not caring..........now they abuse me for sending photos saying you have a refund so why send the photos?????
- +3
Just picked up portobello mushrooms from an online order at flagstone, went to cook one for breakfast and they were visibly spoiled, smelt bad and were sticky/slimy to touch (as mushrooms are when spoiled. Thankfully I knew they were bad, i hope no one eats them based on what i had in my order.
Always slow, always late. Impossible to get support. “Tracking” doesn’t get updated so you can be looking at an order that is still “being prepared”, 30 minutes after the time that still shows as “expected delivery”! If I didn’t have a broken leg I’d go out and shop… AT IGA!!!
Latest follow-ups
Second time to happen. this time expected 15.30/16/30 checking my web page delivery time kept increasing. Rang call center oh sorry driver booked for pickup at 18.10. nothing, i rang local coles no not from this one ,rang second coles. sorry already… Read more
picked up. ring customer care tomorrow for refund. Problem there is no care in customer care. so no delivery attempted and as i have security cameras i have proof of that. never online with them ever. was given $20 credit said in email to a judith that i will never be using coles online again. i explained i do online not as a convenience but a necessity.
Follow-up · No follow up expected from coles. Any email concerning home delivery product specials i delete. I still check website for specials and will shop in store for easy taxi home shop. Now all online supermarket delivery is with woolies. Their delivery communication is excellent. I am notified when my order leaves the store with a approximate delivery… Read more
While the person on the end of the phone was pleasant and gave refund as requested, the wait time - 45 minutes - to get through to explain that our delivery hadn't been received in full was a joke. Also tried to call customer "service:" centre at… Read more
the same time and Automated Angela told me wait time was over 30 mins. Coles - if your customer service line and/or complaints line has such a wait time: 1) pick up your game 2) put more people on CS response so your already cranky customers don't turn in to Angry customers. ALDI and WOOLWORTHS are waiting! I paid $11 for the incomplete delivery - and wasted my valuable time - total 1 hour - to get back the money which is rightfully mine. Will shop instore, but likely elsewhere next time.
Follow-up · The refund was in full and I noticed when I went on the coles website a couple of weeks later, they actually had a banner saying their customer service lines were extremely busy! Not on their site now so hopefully was just a temporary thing.
At friends house they order online Cole’s used a 3rd party for delivery doorsmash I believe Pulls up in driveway drops off delivery reversed back straight into my car parked across the road and just drives off Spent hours on phone filled online… Read more
forms get handballed around no one will give me drivers details so my insurance company can pursue damages COLES YOU SHOULD BE RESPONSIBLE FOR ANY AND ALL EXPENSES CAUSED BY YOUR CHOICE TO USE 3rd PARTY DRIVERS AND NOT MAKE INNOCENT PEOPLE WHOS CARS ARE PARKED IN THE STREET HAVE SPEND HOURS AND DAYS CHASING DETAILS THAT WE WONT GET ABSOLUTE NONSENSE I DIDNT EVEN ORDER FROM YOU YET MY CARS IS DAMAGED AFTER YOUR FABULOUS WORK
Follow-up · No response from COLES whatsoever as if they don’t give a damn who they send out on delivery and they won’t even contact me THIS IS A DISGRACE BOYCOTT COLES AND DOOR DASH MUNNO PARA SA
Find out how Coles Online compares to other Supermarkets
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Positive reviews
Ange from Coles online was so helpful today, so bubbly and sorted out a problem I was having with my online order. My original phone call was placed to Eden Rise, Berwick and I was put through to Ange. I love my Coles, staff are always great to deal with.
Coles online is excellent very easy to use problems if any are easily solved. Delivery times are usually spot on. You receive a message 30 minutes before hand notifying you, a message if a bit late. Any product complaints are dealt with by clicking on order if product damaged or missing. Seeing weekly specials easily saves money every week. Been using delivery service since Covid without a problem.
Not getting paid for this but Coles plus from the Bayswater store is brilliant. $19 month. Pays for itself in saved time and wear and tear. Do yourself a favour give a try
Negative reviews
I ordered groceries online to return from a holiday. Coles only delivered one bag of frozen goods and 90% of my order was missing. The delivery driver never marked it as delivered so it’s still pending 3 days later. I contacted Coles as soon as it was delivered to see if they could contact the store or the driver. Nothing. Then over to online… Read more
chat I had to list what was missing, a long process. I also provided a photo.
So three emails later and an online chat I still cannot get my refund. They say the process is the Coles store ( outer Hobart).
This is unacceptable and I told them to escalate the issue. But nothing has been done, surely head office has some power to override the store?
I am in a situation that I have money to buy more groceries but I’m concerned for those that budget and need that money or those groceries. I feel sorry they have to go through this process without an immediate refund.
I am hoping for a resolution today and to receive my refund. I Will update on how I go but as of 10.31am I feel nothing will happen going by the last three days.
** day 4 - no contact from Coles and no refund. ** day 4 - emailed again, prompt reply they said I will be refunded tomorrow on the 5th day.
This has been not ideal. Time consuming, stressful and a waste of time for both me and Coles head office. The process needs to work.
I didn't notice til recently that I dont get reimbursed for products Online Shopping Coles doesn't have like Pureau Water and other items, i suppose being an older citizen i just assumed money would go back in my bank account automatically. Now I'm checking and writing down how much should be returned to my bank account. Show details
Coles Swap items with lighter cheaper option without giving refund of different amount. Swap corn chips with different flavour instead of same flavour different brand, now I'm stuck with 3 big bags of chips I will not eat. Very disappointed would give zero stars if were a option.
Recent reviews
I placed an online order yesterday (1st April, I should have known better). The instant I hit the "PLACE ORDER" button the money went off my account. The order arrived on time, but with no packing list. Several items were missing. I went back to the site and viewed my order, but it showed nothing out of stock. Eventually I found an invoice buried… Read more
away on the site in a not obvious place that showed the missing items worth around $76. No change to the bank balance. I shop on line extensively as my many health issues make it hard for me to leave the house most of the item.
EVERY OTHER SUPPLIER, INCLUDING SUPERMARKETS ONLY MAKES THE DEDUCTION FROM MY ACCOUNT WHEN THE ORDER IS READY AND THE FINAL COST CALCULATED.
I contacted the online order help line where the operator treated me like a moron, and effectively accused me of lying, and said the "refund" would take time to process and that was the banks issue. What the hell! It is not a refund when you have been falsely charged for items that were NOT delivered, it is THEFT.
No credit showing back on my account as of Tuesday 2nd at 18:00. Like most big compahnies who don't give a d#mn about their customers Coles no longer has any kind of customer friendly contact avenue. So I tried chat. Again it was the banks fault not theirs. Being a disabled pensioner on an income below the poverty level, in a harsh economic climate I can't afford for them to take money that I needed. I cannot replace the undelivered items until those funds are returned, but they really don't give a rats for their customers.
They claim they can't keep track of their stock like that. I call absolute nonsense on them. In the late 70's and early 80's I worked for a laerge computer company who had one of the first POS (point of sale) systems. The really powerful computers of that era had less processing power than a modern day low end laptop, and they could track real time sales and stock levels on a store by store basis, although cross business was a little slower due to the very low communication rates of the day. If it could be done then and not now they need to change their software supplier.
I accept that even the current best systems don't track purchases until the item has been put through the checkout, although even this would be fairly easy if the stores wanted to do it, but, unless there were customers with the exact items I was shorted on in their trolleys at the time of the order, there is no reason for them to not know it was out of stock.
At the time the order was placed, and before drawing down on my account, it would be easy to hold that stock, or, at least track if it was sold out before the order was picked.
These mega billion dollar companies are protecting their interest knowing that they are dumping any financial burden on us consumers. They draw the funds to make sure they have them in hand. They could as easily make the withdrawal before delivery knowing the exact cost, but choose not to.
Greed and deceit rule too many modern businesses in my opinion.
can't even be bothered to add my thoughts about their horrendous price gouging tactics, because they don't care and the government is gutless to do anything about it
I will never shop in a Coles store again, nor any business that is linked, such as Shell express. I can't afford alcohol any way, so their many booze outlets won't be missed. Mine might only be a single voice, and of no concern to a faceless monstrosity like Coles, but enough single voices may start to matter given that , finally' some competition is emerging for their (lack of ) services.
I could go on for pages more, but typing is slow, cumbersome and very painful so I'll leave it for now
MISSING $150 Of meat from my order:"( Fk You coles. Yep I get a refund next Tuesday Maybe we'd being Easter long wkend! Why can You Guys Ever get it right? ENjoy the free meat Who Evers house it turned up at. So Hard To Find Good Help!!
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