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CAN THIS BE LEGAL?
I have been a regular on line shopper with Coles. The delivery drivers without exception have been terrific. The new payment system now has forced me to take my business elsewhere. Why? I won't enable Coles to charge me twice every week for the same order and have to wait 10-14 days for the pending charge to be released back for my use.
I will keep this simple, lets say my weekly order is $200, I am now charged that once when I make the order, supposed pending. Then when Coles picks the order I am charged again, it could be a different amoun...
Was charged twice from my click and collect- 7 days later still haven't returned the funds. Won't be using this anymore, since I have to go shopping now will try ALDI, or woolies click and collect.
Still a sloppy service
Once again I went through the torture of having to do my shopping online. I can't believe that they still don't have the prices listed next to their items online. New surprise this week. While things may be on special in their catalogue, when ordered online it does not appear to be the same case (possibly why costs don't appear next to item when ordering). This has happened with three items.
Trying to call the online team now. Very hard to get through. Thee must be a lot of customers not happy with this service. I have been waiting over 10 minutes now. So much for the good customer service that they promote.
You would think with the profits they make they could afford to make a workable online service which isn't so hard to use.
Will never shop at Cole's again
We have always tried to support our local Cole's store. Due to my work as an essential worker my wife and I are in lockdown. So we put an order online. Extremely disappointed, waited from 4.00pm until 9.30 after being told the driver was running late to never turned up. Tracking number supplied didn't work. No follow up with delivery from either Cole's or the driver. Order was placed 5 days ago, After complaining and stating that we could not shop or pick up I was only offered a refund. After covid is over I and my family will never shop there again. Its not that fact that the driver didn't turn up it's that there is no follow up unless you complain. Bye Cole's from us and all our friends in the industry that support you.
I got charged twice too. New payment system is flawed
We’ve had two charges to our bank account despite Coles saying on their recorded message “don’t worry you won’t be charged twice”. We got charged $153 after placing order and $173 on day of delivery. I did modify the order so not sure if this where the glitch is. Can’t get through to customer care as wait times are ridiculous. Tried their text service and waited 24 hours to be told it could take up to 10 days for refund!! Day 4 and still no refund. Not good enough. It seems people were complaining about this problem a couple of weeks ago too, s...o why are Coles still allowing orders knowing their system isn’t working properly and leaving people out of pocket? Poor form Coles. Oh and to top it off we were missing some items we’d been charged for too.
Until i looked at these reviews i thought that it was only my order that Coles monumentally stuffed up. Thought I'd do the social distancing thing and click and collect. Got to Coles to pick up my order at the allotted time only to be told they weren't ready and i would have to come back. Really? I thought 2 trips to the supermatket in a day was illegal in Victoria. Tried to call them to get them to deliver them to me which they said they could....in 10 days time. Arranged to pick them up the next day but noticed that evening that I'd been char...ged twice for groceries i didnt even have. Huge wait times on their "customer (no) service" line and no call back until 11 pm after I'd gone to bed. Went to pick up my groceries the next day when tey told me that that i wouldn't be charged for them. Thanks Coles but you have charged me......twice. At the moment they're the most expensive groceries I've ever bought and there were missing items. Could they have done any worse? Can't wait to see what ordeal they're going to put me through before i get my money back. This is seriously out of line Coles. Shame on you.
Could almost be called a covid scam
Placed order on Tuesday and was given Friday as delivery day. Goods arrived in time slot but over half order missing. Texts went unanswered. $90 out of pocket which is huge amount for me. Ordered online trying to do right thing by staying home in stage 4 lockdown but feel totally ripped off by Coles. I have excellent CCTV showing driver delivering bags and then taking photo with his own phone which also proves number of bags wrong but still no refund or action. It is very upsetting as I can’t afford to repurchase what I feel Coles really stole from me. Cat and dog food some of what was missing so I will now go without meals and give them my food. I am heartbroken at the their shocking treatment of me as a customer.
Only tried twice. First time was a let down that the most basic of items could not be supplied and the substitutes were what I was trying to avoid. Second time (hoping first time issues were a time thing) had the same issues as well as having not even being able to deliver with in the allocated time.
Time to try Woolworths.
very happy with the speedy delivery
I've always shopped with Coles so it was natural to use their online service when we entered these restricted 6 weeks. I received all my groceries the day after putting the order through and can happily say it was a pleasant experience using Coles.
Quality of product very poor
I purchased Coles kitchen Beef Massam + Rice ready meal. Meat was of very poor quality, lots of fat and grissel bits in it. Very disappointed, won't be buying it again.
Poor And Badly Timed Decision Made by Coles
What the hell is going on Coles? Why are you charging people twice for their on-line shopping orders, and now I can see the click and collect orders are affected as well? At this particular time in the world with alot people unfortunately not working due to COVID-19 you choose now to change how you charge people. Now people are going without food because you are charging them twice and they don’t have the money to pay twice, and then we have to wait anywhere between 3 and 10 days for our money to be refunded to our account. I personally can...not see any justification for you doing this - you’ve taken the money when order first done. You have to change this or risk losing alot of customers. You have not done yourself any favours by doing this during this time. Will not be on-line shopping with Coles again - no matter how much I want/need a particular item - I would rather go without. Have on-lined shopped with Woolworths before - great service, only charged once - cannot complain at all. All on-line grocery shopping now from Woolworths. This is not a fake email - I have ordered 3 or 4 times previously and all went well. This is the first time I have been billed twice, and read the reviews from other customers. Very disgruntled ex Coles shopper....
Missing items, no refund
Got a coles delivery, they missed an item. It took several text messages and a
phone call asking for a refund. Over 48 hrs later i get a response and they said they’ll just give me online credit for missing item which is no use to me as I am doing Woolworths online only from now on because they have been easier to communicate with when there is an issue.
Do not shop online from Coles
Firstly, I got charged twice. Secondly, half the grocery was not delivered(delivery wait time-6 days), apparently driver forgot to take the bag of meat and seafood products. So, called up, the customer service representative credited my money to Coles Online account for me to reorder the meat products, because I am under quarantine and cannot go out. Apparently refund takes 14 days. But she failed to mentioned that, they charge you twice, and hold your first payment for 10 days. So, now I have to wait for 10 days to get $200 back(first order),...and Coles has forced me to turn vegetarian while the next delivery comes in 4 more days. They will at that point take another extra $100 for 10 days. I called up Coles, after waiting for 1 hour- Coles customer service representative would not escalate the call, nor let me cancel the order or organise faster refund back. How can Coles hold on to $300 of customer's money for 10 days without warning us. Sounds like they are deliberately trying to use our money for their gain! while this would have been difficult at most times. But it hits the hardest when you are in quarantine, and are not eligible for govt payments. Every dollar counts now and Coles is playing a dirty game ! Shame on you Coles!
online shopping at its worst left us no food no formula for 14 days
so did a online shop coles allow u to add so i added a extra $40 of shopping to my trolley, they already put on hold in my account 328 all they needed to do was to take it up to the amount that was owed, but nope tried to take out another 375 instead which I didn't have so all my shopping got cancelled, and I cannot get my money back to go and get food for my family until the 14 day release, are u kidding me, I rang up heaps of different places they said they would fast track the process day 4 still waiting and we are living on bread ..., with covid we have had no savings because of this so living fortnight to fortnight, and I dont know anyone they gave me a $20 credit online but cannot use it as its states I need to spend over $50 I have no more money to spend, struggling big time and I was hoping that then saying 14 days was just a gesture of time, honestly this is a massive fail and I don't know where to turn to with complaint as no one seems to care because its not them not feeding there kids I have now gone without food for 1 whole day to try and make it last for my 3 kids, this shouldn't happen at all, I had the money in my account for my shopping u should have just taken the extra $40 dollars not 2 x full payments . Yous are the worst company to ever deal with and i will shop else where now.
Your wait time is 1 hr 30 minutes
Customer service called up ... asked for a call back ... didn’t get it ... , your wait time is 1 hr 25 minutes , guys get some staff ... this was your chance to poach me from Woolworths , your wait time is 1hrb25 minutes. .... wow you are mother useless than mammary glands on a bull ... your wait time is 1hr 25 minutes ... yeah you know where this is headed ... your wait time is ..,
Won’t be ordering online anymore
I used to be a frequent coles online shopper especially with COVID19 and restrictions however now that they are charging you twice (if you make any modifications) than screw that! I think it’s absolutely ridiculous. With Woolies you have to cancel and resubmit you’re order if you want to make any changes which to be honest seems more fair than holding onto your money till the payment clears! It’s been 5 days and I’m still waiting for my refund of $201.82! The lady I spoke to today said it can take up to 10 days!! WTH! In tough times like now you would think they would atleast hold off on these kind or ridiculous changes - unless they deliberately want to lose customers!
Anyway I won’t be shopping online with them anymore.
Bit of a waste of time.
Thought we'd give it a go under the current COVID19 conditions. The first time sort of went okay however missed s couple of items that weren't important. This time however the order arrived without any milk or bread or many of the items my wife needed for her diet. The result is were going to have to go to the supermarket anyway. Substituting beans for snow peas i can understand, however just omitting milk and bread altogether makes the whole "stay at home" service a bit superfluous.
Not for kids promotional booklets
Checkout booklets are not for children.
Children are Innocent & sensitive to bad things. Promoting evil with design and the character used to communicate. Shame on Coles for supporting this. Stop propaganda. Protect children's innocence!
Delivered to wrong address, Coles refuses to do anything about it.
Ordered for next day delivery. They messaged me that they swapped out an oil that was much better quality (was 50% off) for coles brand. In the end, it didn't matter as the delivery did not arrive. I was told off by the driver for not being home, I clearly was. He said he left the package on the doorstep. It was never there, he was never there.
I believe he was at a different address. Goods never arrived. I was told they had been successfully delivered. Coles will not acknowledge the mix-up. I am $65 out on groceries. Tried to contact Coles ...via the text service. The service replied sporadically for a few days, acknowledged there must have been a mix-up after about a week of persistent messaging. Refused to refund, provide store credit or redeliver goods. It has been 20 days now. I WOULD NEVER USE COLES DELIVERY AGAIN.
Coles Burwood East - Shame on YOU
Yesterday I bought several items - Seafoods, milk, bread and more.
Once again I had to dump my goods due to very poor service.
Most Coles stores by now have a fast lane like Woolies, IGA and Leo's but not this store.
I am a senior citizen and I cannot stand around all day in case I have to use the toilet.
This must have been the twentieth time I have had to dump my goods and leave. You should be ashamed
By now I thought you may have solved this problem. Having stayed and lived in countries overseas the supermarkets there have a far better way of serving people. Sad nobody in Coles have bothered to work it out. But I guess you are content with just average rather than a leader.
Questions & Answers
Do you want people to report these business practices to ACCC?
What your online portal is doing is unfair to people who CANNOT go in store, we in good faith use your service to be able to curtail the spread of C19 or other health related issues yet all we get is a subpar service, why?
In my recent "click and collect", I received two very bruised and inedible bananas and a two litre tub of Peters vanilla ice cream which was leaking and obviously unfrozen. What action can I expect from Coles? Order # 103536332 Picked up: 8.7.2020 11.00am.
Any review comments about Coles lawn seed? I have found it pretty good but I wanted a wider pool of answers before I committed to the product for other projects.
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