We have been ordering from Cole Online a number of times and always have been satisfied with the delivery in the 6 hour window. However there was a recent instance, when in our order we got 3 paper bags with items. Two of the bags were with our correct items. The third bag had totally different items that another customer had apparently ordered.… Read more
So a number of our ordered items were missing, and were probably delivered to another customer. We told Coles about the missing items, and they kindly said that they would be giving us a refund for those missing items, that's good. However, we did notice that the paper bag delivered with the wrong items, had no label with any name printed on it. Can we suggest to Coles to print labels with the customer name, and attach on each and every paper bag in a customer's order, that way there will be less of a chance for the delivery persons to make a mistake. Most of the time, the delivery people have been great, but without a label, even the best can make an error and deliver the wrong paper bag. All the Best.
I order online delivery due to chronic back pain. All was good until the last order. I ordered 21 items but the delivery driver only brought 5. And the chat advised me to report to police! My husband saw the driver put the bags on the porsch, but Coles insist it might have been stolen as it was unattended delivery. Me, my husband and our daughter… Read more
were home! If it was stolen it could only be the delivery guy! They wont provide me with the photo of delivered good by the driver due to Privacy. What privacy? Its MY porsch with MY goods?!! I spent an hour on the chat. They credited my account finally but this ruined my Saturday night.
In my order I ordered Saxby Diet Ginger Packs They sent me messsge saying only 4 available. It was click and collect at Tweed City store. When loading into boot I asked where ginger beer was. She went back into store. Came back sometime later with full strenght with sugar added. I said no I can't have that. She said she would take back and put credit through. I was CHARGED for them So hard to get money back. STRESSFUL
Reviews with attachments
I gave Coles Online another chance because of a $20 voucher, despite having a disappointing experience previously. Unfortunately, it reminded me why I stopped using the service. One example was the bok choy I received. If I were shopping in-store, I would place fresh produce in a bag for hygiene and protection. Instead, it arrived unwrapped,… Read more
dirty, and covered in soil (see photo). It certainly wasn’t presented in a condition I would have chosen myself.
To make matters worse, I ordered chicken as part of my weekly groceries. The payment was deducted at checkout, only for me to receive an email later saying the item was out of stock. This means waiting several days for a refund on money that should never have been charged in the first place.
I was also automatically charged $2 for bags. My order arrived with only three bags, which at $0.25 each should have cost $0.75. I cannot understand how the charge reached $2.
Between the poor produce presentation, charging for unavailable items, delayed refunds, and questionable bag fees, I cannot recommend Coles Online. I’ll be returning to shopping in-store where I can personally select the quality of the products I’m paying for.
Recently, we have experienced issues with missing items in our last three online orders from Coles Park Centre in Victoria Park, WA. I would like to propose that Coles implement a double-check system, where one staff member collects the items and another verifies them before they are prepared for collection. This approach would enhance customer… Read more
service and ensure a more reliable shopping experience. Additionally, it seems that the quality of the food pickers currently employed may not meet customer expectations, as we have received subpar apple in my order.
I put my order in at 11.23am today for rapid delivery. They said 100 minutes, It has been 5 hours now, and I am still waiting. I called them - 5 times, because the first 4 calls never picked up and I ended up with a recorded msg telling me to try again later. When I did get through, I was told that me order had been prepared and has been waiting… Read more
for the uber driver to pick it up. I have fresh chicken in that order. The one that's been waiting for 4-5 hours to be picked up. The Coles guy on the end of the phone didn't give even an apology, let alone any sort of 'customer service'. It is abysmal. My neighbours tell me they no longer use Coles Rapid Delivery - that it's quicker to lock in one of their standard delivery slots. The neighbour on the other side of my house tells me they no longer use Coles and have gone over to Woolworths. Think I will be following them. Screenshot attached at 4.26PM - and I am still waiting.
Customer service on online live chat is appealing. Doesn't even answer the question you ask and after waiting 5-10m for a response they close the chat immediately..
Horrible experience with online shopping. We filled up the shopping trolley with items that appeared to be in stock, but on checkout we discovered many, many basic items were missing. Tried replacing them with other basic items, but they too disappeared on checkout. If a shop doesn't have basic items, I expect it not to waste people's time, and… Read more
not to attract them with this false pretence of a 'ghost' stock (the attached screenshot shows just part of the failure - it was repeated with frozen fish, toilet paper, bread and more)
An online order for a 'ham hock'. Order number 253246040. This is what I unpacked. It was more than 14 days ago that I purchased this so not entitled to a refund and Coles have dismissed my complaint. The cost is irrelevant but the store/staff responsible should be spoken too.
Cancelled my over $600 online home delivery order today, WITHOUT A REASON! Refused to honour discounts and savings from the order in replacement order I needed to make, nor would they explain why they cancelled it either! Unbelievably POOR SERVICE!
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.
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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
Latest follow-ups
Shopped online for delivery. Online stated delivery between 4 & 7pm. Following day changed to between 7 & 9pm. Delivered at 11.55pm. Further more, charged over $4 for packed of crumpets, yet displayed on 1/2 price specials as just over $2. So!… Read more
Various prices for same product online. Looks a bit down down to me. Haven’t learnt from their recent Court ruling.
Follow-up · Have never shopped on line or in store at Coles since being ripped off with home delivery. Waiting to midnight for home delivery is absolutely not on, especially with no contact from driver about delay. This lack of attention to detail to customer service will cost Coles, Big time! As the Courts found, Coles guilty of misleading customers (lying) and ripping of customers. And their STILL doing it.
Currently Unavailable – This product, "Coles Spring Water 8x1.5L | 8 pack $6.40" has been unavailable to purchase online for the last eight weeks. I have personally visited my local Coles store and this product is available in-store. I spoke to management in the store and… Read more
I rang Coles online support, but no one can explain the reason why this product is not available online. Got told to clear my cookies on my web browser, did not solve this issue.
Follow-up · I have tried other browsers and there are no other delivery options. I can go into the store and purchase the item which was unavailabe/out-of-stock for delivery. Some people that require their groceries delivered are elderly, disabled, or disadvantaged. I would think these xustomers deserve priority over those that can drive into the store to do their shopping.
I placed an order and not only was it delayed well after the booking window - I booked 2pm - 8pm and it was delayed to as late as ETA 11:40PM. I couldn't wait up any long with the constant delays, so when I called I was told to call back in the… Read more
morning to organise a redelivery. When I called the following morning, your customer service representative kept cutting me off when I was told that it would be redelivered THE NEXT DAY and it was "out of your hands". I don't care if there is a disconnect between the store and your call centre/head office. This is INSANE service! Why did the rep I spoke to about my order that evening not rearrange for the delivery to be made today? There was literally one message in the whole evening saying there was a delayed by an hour and it kept getting later and later, then your service representative was so quick to cut me off, refused to put a manager on and then only told me it was "up to the store". If your delivery is going to be delayed by HOURS at the very least, use your millions of dollars in profit to invest in a rebooking and communication system so customers aren't waiting all night for their order. Your virtual agent sucks, you limit complaints and feedback to 500 characters, you don't respond to the SMS service and your customer service representatives are no different than dealing with Uber. What a scam!
Follow-up · There was no redelivery, Coles Lutwyche refused to send the order by rapid delivery and Cole's online would only offer next day delivery (2 days after it was meant to be delivered). I also had to repeatedly keep chasing up my refund and Cole's online chat kept putting me back in the queue to avoid answering any questions or taking any… Read more
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Positive reviews
Last week, I got my first Coles online order. I'm dealing with medical issues. I used my phone without any problems. The order was perfect and so easy and convenient. The messages to update delivery details are welcome. Thank you kindly you are a wonderful service❣️
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… Read more
on order if product damaged or missing. Seeing weekly specials easily saves money every week. Been using delivery service since Covid without a problem.
Follow-up · Checkout is so simple with Coles Online, Packing is excellent. Never needed substitutions usually stock is available. Their hundreds specials half price every week saves quite a bit each week. I buy extra specials when item is half price save so much.
Negative reviews
I ordered some pharmaceuticals online. I chose a 6 hour window for delivery and received confirmation of the specific hour it would arrive. And then it didn’t arrive at all. Only after I contacted them did I receive an email to say the order had been cancelled. WTH! I won’t bother with this service again.
Coles sent a Promo Code to get me to order online Promo Code didn't work Was $20 off is you spend minimum $50 Rang Coles online woman tried to transfer to fix issue She couldn't get through to anyone They just sent same Promo Code through But still invalid Honestly Coles get your act together Stop wasting loyal Customers time Think I will shop at Woolies Too much time wasted!
So I did an online order all good . Then I said substituted of 2 products that were lesser value of my order all fine . I picked up my order . Next day they took out $154 out of my account instead of re embursing me difference ! I have contacted Coles no answer and now I’m going through my bank to get back my money . Shocking ! For privacy purpose I will not put up my bank statements as proof
Recent reviews
Terrible client support! It took me almost a day just to talk about my refund request. I finally got 1 refund for an uncollecter order and had to forfeit a smaller refund of the unsatosfied subatitute in another order as I couldnot bear to wait for their response on the chat.
So bad I have not been able to log in to my Cole’s account for over 12 months they say call office witch is hard for me as I am very deaf ..on Sunday 7 June I did a st^pid thing I was on facebook and seen a ad For some glass containers from reject shop I new it was to good to be true BUT it got me I placed a order for $20 pay by PayPal I had just… Read more
reopened after years should have known better ..so later on I get messages from Cole’s SAYING i just paid for groceries for $270 in .SA .BUT I LIVE IN QLD .HOW DID THEY GET MY COLES ACCOUNT ACTIVATED AGAIN I WANT TO KNOW ..BUT WE ARE TALKING ABOUT COLES A DEAF MAN CAN NOT CONTACT THEM THEY LIKE IT LIKE THAT ..COLES HATE YOU .
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At around 7.30pm, after holding on the line for the Coles Online customer service (not the store… Read more