Buyer Beware! Your frozen items will arrive melted, and your refrigerated items will arrive warm. And....apparently this doesn't automatically qualify for a refund! If you're thinking of using Coles' delivery service - Stop and think again! And if you are thinking of ordering items that require refrigeration/freezer, Absolutely Stop and Cancel… Read more
the order IMMEDIATELY.
This was my first time using the service - and it will definitely be my last! To my horror, a Dude in his Uber rocked up to my house with my shopping order, which included refrigerated and frozen items, almost an hour after they were supposedly packed. There was no HACCP-approved refrigerated vehicle, and it certainly wasn't delivered by someone with a hygiene certificate or food handling qualifications.
Items that were missing took three phone calls to clarify, and 5 business days for the hard-fought-for refund to eventually hit my account.
The red flags were raised right from the start - when I called the support number about being charged for missing items and an Ai voice announced that they were experiencing a high demand for support. After finally getting through, I was then instructed to call back the next day, as the system takes 12-24hours for invoices to be uploaded.
I will now actively reduce my shopping at Coles, and will drive four suburbs over to go to CostCo.
Order not Delivered.. Contacted Coles call centre and was told it was delivered?????? Not sure how they are 100% sure from another COUNTRY. Called the Driver who also argued it had been delivered despite me insisting that it wasn't. Eventually received this Order 2 hours later with Warm Milk and Defrosted Freezer goods, after 5 phone calls. NEVER AGAIN.
Coles online is awful, I regret using it every single time. I actually prefer Cole’s in store to Woolies but their online services are night and day. The order is ALWAYS messed up. A bag or two left behind, delivered to the wrong house, products on special almost always out of stock even on day 1. Less options for payment and the online help is… Read more
horrendous. They have a chat with us which leads you to a form that doesn’t even tell you if it went through or have you write what the issue is. They have text which leads you to the form, call but you’re on hold for ages and you find out you need to go through complaints which isn’t in the app. Then you have to keep the window open. The whole time or you lose contact with the agent. It took 40 damn minutes for them to confirm and process and order because it was delivered to the wrong house. Even with a delivery confirmation picture that isn’t your house. You’re stuck waiting on them to confirm on their end, contact the delivery driver, confirm some more and then wait again for the refund process it’s actually maddening. This is all instant and easy on the Woolies app and they don’t mess it up often. I have not had a single Cole’s order not have an issue I’ve needed to contact support for. Not 1. So today I made an order, didn’t get it. Proceeded to wait 40 minutes of messing around for a refund. Yes I got my money back but I lost 2 hours and now the shop is closed so I can’t organise the things I actually needed to get. I don’t come out even, I lost two hours of my time just coz.
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.
Extremely disappointed with the quality of delivery. Heavy 2L juice bottles were thrown on top of chips, completely crushing them. Worse, powdered detergent was packed in the same bag as fresh food items like ice cream and cheese, creating a serious chemical cross-contamination risk. To top it off, I was charged for bags despite the complete lack of care. Unsafe and careless handling—would not recommend.
I rang and emailed about how to purchase a product and have never received an answer
It's really out of control regarding fruit and vegetables. They clearly are stored for ages, dropped to stores, looks good on outside, but rotten once you cut open. Purchased yesterday, looks okay , but rotten inside. Ordered by Uber Hope Island store.
Your homebrand Simply Spaghetti is a disgrace. 3/4 is spaghetti and the balance is likened to tomato juice - but more watery. Show details
[Content Removed] thieves n third world staff overseas means we're going to be ripped off and not helped because your staff were rude and defensive and not willing to admit that I was overcharged for these items. It took three different staff members for me to get my point across. Coles have charged me full price for items which were on sale and… Read more
even on sale after midnight. . . yet your staff on the chat say because it's after midnight, I must pay $32 instead of the sale price. . . .I sent a screenshot to show him that it's still on sale but he said because it's after midnight I must pay $32 . . Even going to the trouble to pull up the record and show me what time the bank took the money from my account, what an idiot. Still ignoring that the item is still on sale. . . How can you hire third world staff with no problem solving capabilities or even the intelligence to see that an item is on sale for more than one day. .
, . . . What worries me most, is the fact that the items were on sale and the sale price was removed once they hit the trolley. I didn't realise this until after I received my delivery and checked against the receipt online. . . Your Indian staff were extremely rude and did not want to give me my money back. What is wrong with this picture?. How can that happen? Your staff can't explain it, can you? I would really like to know how some items which are on sale, go back to full price once they hit the trolley. Thieves!
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)
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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.
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?
Latest follow-ups
Absolutely pathetic experience for their online website. My order was cancelled three different times with no explanation and just refunded. I don’t want a refund I want my order. Will never use them online or in store again. Woolworths is always better even though they are the same greedy billion dollar company. I’m disgusted by their company.
Follow-up · No reply No email to apologise Nothing. They continue to be the worst. No surprise though.
I have just had my order cancelled because their attempt to charge my card failed. When I fixed the problem with the card Coles refuses to try charging the card again And I can’t just order the order again because the order was placed on last weeks… Read more
specials and I can’t get those specials again if I order again now because the specials changed today
And Coles refuses to give me a credit for the $65 that stuff up by Coles has cost me
And they wasted my time for four hours on the phonetrying to resolve that problem
Follow-up · It was a replacement card because some thief hacked my PayPal account The replacement card was supplied locked and the card issue didn’t make that clear Yes I use them again
I purchased two ham hocks and made stock that was going to be used in soup I had a bowl of the slow cooked prepared stock and with two hours became extremely unwell I was experiencing tremors a severe headache & emotional agitation after a difficult… Read more
night I recognised my body had experienced some kind of toxic overloading from the ham hock stock upon researching the ingredients in Cole’s ham hocks to my dismay I discovered the food additive 626 MSG & an enormous amount of salt .. Again I am disappointed in the extremely poor quality of meat offered for purchase at Coles Supermarkets the antiquated methods of production and a complete lack of duty of care to their customers . I will not ever shop at a Coles Supermarket again this product is unfit for consumption..
Follow-up · I will not shop in the meat section of Coles supermarkets ever again ! The Poor quality of the protein offered the poor production practices the over use of plastic in there packaging policies make Coles meat an extremely poor choice of protein . Bring back the local butcher shop
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Positive reviews
I had the very best experience with online, click & collect recently. While part of my Order was 'missing' Coles Online Support and the stores' Click & Collect Team flew into action, and gave 200%+ in immediately remedying this genuine mistake. I cannot thank them enough. I am.actually pleased that this happened because, believe it or not, it was exactly what I needed to restore my faith. -
I have recently switched from Woolworths online to Coles online after 5 years of being a loyal customer. Coles delivery service is so much better. Produce and availability far superior. Woolworths online so stressful, delivery person coming to… Read more
wrong entrance , threatening to cancel delivery because they could not find address and I was home. The Coles range of products available online much broader. I won't be going back to Woolworths
Follow-up · I have continued to be extremely satified with Coles. My use of Coles has been mostly delivery with some instore purchases. The most important thing for me was delivery reliability and quality of produce. Both of these have been consistently high since changing stores. All supermarkets are expensive, however Coles seem to offer better value with… Read more
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.
Negative reviews
I changed from Woolworths to Coles just to experience the difference - I have only ordered twice from Coles and both times they stuffed up - First time the delivery driver misplaced half of my order and tried to deliver someone else's order to me - Second time I waited at home all afternoon up to 10.50PM to discover that the delivery driver had… Read more
cancelled my order, along with 5 other customer's orders at the last minute at 10.45PM according to their customer service call.centre without even notifying me - I am a disability pensioner and now have to wait 3 days for a refund before I can order groceries from anywhere else - Absolute negligence, disregard for customers, appalling and atrocious - I'm going back to Woolworths for better quality and efficient delivery and customer service.
There is nothing to say stop replacement on the online it's 2 choices click on or off so it's usually replaced by Coles items instead of the brand you want. So unfortunately I am now disabled permanently so everything is online but not sure as even on the Coles explanation that I had to find on Google. Which still doesn't explain it. Coles is… Read more
soon going to loose me. Corporate Greed and glad I don't go in anymore it's becoming a AI replacing Humans and making billions every year. Coles will end up losing customers because of there mistakes. And be unable to buy food for families as no jobs available soon the way Australia is heading downhill fast.
Missing & damaged items. Despite having CCTV, there was refusal for credit or any resolution as they blamed the third party delivery service. After buying from Coles for many years for a large family, will definitely not use Coles Online again as I have absolutely no confidence we will receive what we ordered or that it arrives in a consumable condition.
Recent reviews
Really disappointing experience with Coles Online. I went to place a grocery order and there were no fresh berries available online at all. For a major supermarket, I find it pretty ridiculous that basic fresh produce like strawberries, blueberries and raspberries aren’t available to order. What makes it more frustrating is that Woolworths has… Read more
fresh berries available online without any issue. If Coles wants customers to use its online shopping service, basic everyday produce should actually be available.
Delivery has items missing and damaged items. Contact customer support who won't replace or refund the items and blames delivery person. After listening to all the people involved play the blame game for over 1 hr I ended up with no replacement or refund.
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At around 7.30pm, after holding on the line for the Coles Online customer service (not the store… Read more