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Despite a number of text and email contact they refuse to accept my on line order. I am 68 years of age with a prosthetic right leg but they continue to tell me to go to the store. Walking is not too bad but standing in long queues is a killer.
Forced to shop at Woolworths online from now on
Coles click & collect Mareeba
I used to be able to go online and place an order ar Coles Mareeba and pick it up when I went over with out the drama of having to go in the shop - I am 84 and had both sides of my pelvis cracked and walk with a stick - to add to that I am only 45mm so often cant reach produce. But I have been trying for 40 minutes and can get no where.
Coles online has lost a loyal customer who has ordered for years and I am so very disappointed!!!!
I broke my back a couple years ago and have asthma been a regular customer of home delivery with them since then And now even though I fit in category to receive priority delivery they are not doing my area. They should have seen to regular customers before taking every order and in store should never have allowed shoppers to go with trolley loads of toilet paper etc etc they must have known this would happen bare shelves. Limits should have applied immediately they saw what was happening. So now I have to go out stand in queues and feel lucky if I get a small pack loo paper. I am sorry they think so little of loyal regular customers who will shop elsewhere.
Coles is treating it's customers with contempt
Coles and Wesfarmers should be thoroughly ashamed of themselves for the contempt with which they are treating their customers. In this time of emergency you would imagine they would put themselves out to help those in the community who cannot help themselves. GET DELIVERIES DONE TO THOSE ON PRIORITY LISTS. There are 2 million people out of jobs, employ some of them to help pull and fill orders. Work around the clock if you have to and to hell with the unions.
Amazing until apocalypse panic buyers ruined it for people who need it
I’m home by myself with 3 kids under 4 and loved the click and collect service. Always amazing service and good quality meat and veg products picked.
Looking forward to having this service again as taking the kids into the shop is a nightmare even when there isn’t a pandemic
Stopping home deliveries
I just find it appalling whilst we're taking a risk with hundreds of stupid people in store carrying germs... we have a killer virus in the air wouldn't it be better if we could get home deliveries that way you could monitor greedy people that over shop and take all the stock..... and also that way we are only coming into contact with 1 person rather than a 100
Like many we've decided to shop online at the moment, and before people went completely bonkers I opened an account and started to create a list.
We are about to test the process but need to add a few more items for now or later, but it seems if an item is out of stock it doesn't show and you can't add it to your list.
Totally useless, they must have got the software from the people who designed the Centrelink website.
In contrast, Woolworths lets you add most out of stock items to your list, and if an item is does not show, at least you can open a new tab, key in "woolworths *item name* open it and save to your list.
By no means perfect but can be tolerated.
At a time when click and collect and delivery are most needed to limit social interaction, you suspend both services? What a joke! Now you're forcing people into stores and into groups. It is a shame one star is the lowest i can go!
- Verified customer
How do you make a pandemic even worse? Ask Coles.
How do you make a pandemic even worse? Ask our 2 major grocery chains. From what I've been reading in the (abc) news, this applies to both Coles and Woolies, but the experience detailed here is at Coles.
I placed an online order with Coles, received Confirmation of my order with a facility to change the order up until it was due for delivery - a week later because their online delivery was so stretched.
A couple of days later they announced suspension to their delivery orders. I added to the order but I closed the page and cancelled the up...date I had made, thinking I probably shouldn’t push my luck! The Order was in my Orders, all seemed fine. I texted them - the ONLY facility they give you to contact them about the order - to make sure, asking for confirmation that they would be fulfilling the orders already placed, and if I can still add to mine. I received no response. I texted again a few days later, again no response. What I found instead was another email, sent well after my texts, asking me whether I wanted to complete my order! Which can't be done because they've since closed online ordering. ?? Do they not realise they sent an actual Confirmation? Way to go Coles! The only safe method for shopping, the only way you can actually control your stock movement, enforce those limits, service the vulnerable - via online orders - and you suspend them! You decided - let’s NOT go with the method that helps everyone equally, our technology and infrastructure is obviously deficient, instead our store model - the very opposite of the self-isolation and distancing advice we are all given - is what we’re going with! And if our “valued customers” or staff get trampled or have to stand there for hours waiting for nothing, wasting time they should be at work, or get abused or contract the virus from exposure that comes from hundreds of people in the same room, well that’s their problem. And - because we are clearly unable to manage our business right now, let’s not even tell our online orderers, they will figure it out when their delivery fails to arrive... We put everything we really needed in that order, reasonable quantities, no cheating to try circumvent limits. I figured - we aren’t coming in to stress your already stressed store staff, pass on any coronavirus. Surely you would at least fulfill the CONFIRMED online orders, even if not all the items were able to be shipped? Surely you would keep customers properly appraised of what’s happening? (General news stories, sometimes conflicting, don’t really count!). Surely you are a BIG ENOUGH, PROFESSIONAL ENOUGH organisation to handle this?
Elderly punished because of hoarders
Have been ordering online every two weeks for a long time for my 94yo mother who lives 45 minute drive away. Very unhappy that the online system is not available to her, she is not able to leave the house, so the 7-8am shopping hour in store is of absolutely NO use to her. Now I have make a 1.5hr round trip (plus shopping time) and put her health at risk by doing her shopping for her in store when we are all supposed to be staying home as much as possible. There is supposed to be some priority service, but no links to it anywhere on the site. Am SO angry that the hoarders have put my mothers health at risk. In this electronic age, surely Coles would be able to check shopper history and see who is a genuine online shopper?
They aren't helping the most vulnerable at all!
I've been ordering online for ages. I have severe disability due to spinal cord damage and can't shop instore. They cancelled my last order a week after submitted , days before delivery. Phone staff didn't know there were no provisions so submitted my order to head office. They refused to do anything. Woolworths have a priority service. Goodbye Coles!
Get your act together, you are putting people’s health at risk.
I have an autoimmune disease. Order was canceled. My mum is on mandatory lockdown after returning to Australia, unable to order online. How are you helping the most vulnerable again?
A virus comes along and all of a sudden you're unaustralian
Can't do online shopping now, we relied on that, so now you want us out in the public, in you're shops amongst many other people when the government is saying to not be around many people in a building.
Delivery should be the only option or 90% of the shoppers online shopping, What you have done is added to the problem
Wasting of time
Placed online order last Sunday, for almost two hours as their website got problems. Choose click&collect and the earliest I can collect my order is on Wednesday, 18 of March, but tonight I received an email from Coles that click$collect is no longer available start on Wednesday the 18 of March, due to limited stocks. They should not affecting the one already submitted and charged, make sure you refund my money coles.
Coles aren't telling the truth
I'm a long-term customer of Coles and I'm pretty annoyed with their handling of the CoronaVirus situation. My husband is elderly and has an autoimmune disease so we have been self-isolating for a number of weeks to protect ourselves and our family and to not be creating a burden on the medical system. I have been very careful about planning how we get food etc without doing panic buying or hoarding.
Coles has cancelled our recent order without any real explanation of how this benefits anyone. They are supposedly supporting the most vulnerable ...but what does that mean, how are they implementing their plan and how are they defining vulnerable? Cancellations of deliveries for those who are self-isolating is likely to drive more panic. It also forces people out to crowded shops which isn't good for anyone and is against medical and government advice. For most elderly people a trip to the shops is not an easy thing at the best of times. Their decision to provide an hour for the elderly and disabled to shop seems a bit of a publicity ploy. Why not provide support for the elderly to shop online to keep them safe? My husband and I are not amongst the most vulnerable (by our definition) but the least Coles could have done was to honour orders already made and have a publicised cut-off. We are trying to do the right thing for the good of the community but I suspect Coles' intentions aren't so honourable. If they are, they should provide detail on their website of what they are doing to stop an increase in infections. The best they can do is plead with people to be calm when faced with long queues in-store. Long queues with masses of less-than-calm people is not a solution.
- Verified customer
Terrible waste of time
Products ordered, order accepted and advised 4 days later they won't be supplying. So they're everything in the order that I don't actually need.
All products ordered were within their own limits.
Save your money and time and shop elsewhere.
If I could give this useless company 0 stars I would.
Online Delivery Policy
Would be zero stars if possible - Coles cancelled all online orders on Monday for all deliveries scheduled for Thursday the 21//20 stating demand and to protect the vulnerable. In return Coles offered the vulnerable and elderly access to their stores from 7-8 am each day so they could shop. This is great if you are mobile as an elderly or disabled person right? Unfortunately for my mother, who is 79 this is not the case as she is not mobile (like may elderly) and has a severe lung condition. So by stopping all online services Coles have forced...the elderly (in general) to be exposed to a virus that has not been seen by human kind before and to date has a higher mortality rate for the elderly. Shame on you Coles as your social duty is to protect the vulnerable when in fact you have forced them to become vulnerable in the name of profits as the cost of online fulfillment has ballooned and you don't have the ability to fulfill or manage your obligations. . How about you spend some of your exceptional profits on your technical capability, such as on your portal for online shopping to enable better authentication of users with tech such as voice recognition or ai, so in a crisis such as this you can protect the elderly and restrict orders or only fulfill order for the elderly. This would be simple and very cheap to stand up and the social impact would be enormous. Stand up and put the welfare of your customers first over profits for once. At the moment your clear lack of investment in this space is now detrimental to all who need you the most in this time of crisis. Stop blaming the general consumer for you lack of ability to control stock and resources to fulfill the demand and protect the vulnerable as to date your words are absolute nonsense.
Order cancelled - no refund
The title says it all, and is similar to other shoppers. They sent me an email notifying that all online orders were cancelled, yet that same email gave NO ADVICE about refunds, credits, etc. Who ever wrote this bulk communication is totally incompetent. Didn’t they have a checklist of messages that needed to be communicated? Clear not!!! Hopeless
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Questions & Answers
Please reply.I have a house bound disabled man in northern Sydney that always has coles home delivery service.He has been told this is not possible for his convenience anymore because of the virus.
He has no family to rely on.
He needs this service please.
Look forward to your reply.
As you can clearly see, Coles don’t respond here.
With the world in dire straits forget ‘convenience’. It is NOT Coles fault. Why are you not blaming the zombie panic buyers?
Now is the time to grow up, think outside the box and find alternative solutions. Start with neighbours, friends, charities etc etc.
See Coles website and tv news for latest updates.
Deborah, I am very sorry to hear of your circumstances. I think you can conclude, based on the behaviour of the super supermarket chains, that they really couldn't give a rats about consumers. They have shut down online in order to be able to better gouge to instore business. Even in online, they have drastically ramped up ,prices on some item (AFTER the order has been placed!!). Once this crisis is over, the regulator should act firmly to break up the duopoly.
For those of us who have relied on click and collect to do our weekly shop as we can’t go in whenever we want (I’m a mum to a baby and a 20 month old so find it very hard and also suffer extreme anxiety) what are we expected to do? Most of us use the service to AVOID going in store and now we are forced to -with the two little ones and verging on a panic attack plus dealing with all the crazy zombie panic buyers how are we supposed to do our shopping? I have been a loyal customer and click and collect user for over a year now but it seems like you guys are prioritising the panic buyers
Us guys? Since Coles don’t respond here it think your chances of getting a company reply are zero.
See all the existing posts about problems with home deliveries and click-and-pay.
I don’t see how being a loyal customer changes anything. Since I have used them longer than you does that mean I should get priority over you?
At least they are helping our seniors with 1 hour dedicated shopping.
What did people do 10yrs ago when there was no click & collect & no on line shopping. People had to go to the shops to buy groceries otherwise they would starve Regardless of the fact they had a 20 month old & suffered extreme anxiety. or they had triplets & were in a wheel chair & an amputee with no transport. My mother was able to go shopping & she had 5 kids under the age of 3 & 18month old twins & she suffered severe depression but she still went grocery shopping... People still went to the shops... even back then there crazy zombie panic buyers but people still went grocery shopping so you ask how are you supposed to do your shopping easy.. Do it the everyone else did BEFORE Online shopping. GO into the store & do it.
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