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I had the worst experience using the Coles online delivery service at a time when I needed it the most. I'm not new to ordering groceries through Coles online so when I was ordered into quarantine for 14 days I thought I would be able to trust the service of Coles online that I had become accustomed to. On Sunday evening I put together an order of over 60 items that I had hoped to have delivered the next day as I was short on staples. At checkout I encountered an error message asking me to call customer support. After waiting one and a half hou...rs on hold I was told that the issue couldn’t be resolved then and there and that I had to call back on Monday. Monday morning I logged back into my account and tried to process the order and got a message that now 6 items in the trolly were not available. I spent the next 15 minutes finding alternatives and updating my trolly before trying to proceed with the order. Again the same error message asking to call customer support. Another hour and a half on the phone on hold before I speak to someone. Finally the problem was fixed and I was able to process the order but I could no longer get a delivery slot for Monday. I had to Uber Eats food all Monday. Monday evening I received an email, “Information about your order”. Seven more items are no longer available, but substitutes have been supplied for three of the items. Items where no substitute was available – Bread, Eggs and Pasta! How could a supermarket the size of Coles not have such essentials as bread, eggs or pasta in stock? By this stage I was livid, 3 hours on hold to customer service just to place the order, I had to order uber eats all Monday, and then I couldn't even get essential groceries delivered. To add insult to injury, when the groceries were delivered, instead of a nice fresh bunch of basil that I had ordered, I received a rotting 15g tray of basil leaves that had to be thrown straight out. I reached out to their customer service team on multiple occasions and got the same generic message over and over and $3 back for the basil.
20 out of 34 items missing
Not to blow my own horn, but I have an above-average command of the English language. Nevertheless, I’m at a loss to find a single adjective to describe the level of woefulness of our experience with Coles grocery home delivery service.
My wife placed an order for 34 items, totalling $163.28. This was our first foray into online grocery shopping, although we’re both pretty seasoned online shoppers for fashion, music & musical instrument accessories, and books (mainly). Being in the Fairfield LGA, we’ve been adhering to the government guidelines...
No delivery slots for Qld?
I just did my shopping online Coles and it is saying there are NO delivery slots available for any day. I didn't realise delivery would not be happening in Queensland. I am wondering why?
Bait and switch
Made an order monday evening which was immediately confirmed and payment authorised.
Receipt post transaction shows automatic substitution to different products entirely including a different brand for 2 of items originally on sale. 1 item was lesser quantity at a higher price. No warning at checkout stating that substitution may be applied at their convenience and no option to disable substitution on account. In terms and conditions it states that at checkout customers will be given an option for substitution if out of stock but this was not ...my experience . Contact with customer service was appalling being called the wrong name twice, unsympathetic, unprofessional and offshore. Refusal to speak to supervisor. Eventually got a refund for the offending items but appalling experience. Transaction shows pending for a higher amount on my online than receipt and no communication to verify change of order. Disgusting coles!!
Not Covid friendly
Expected groceries delivered to car but had to go inside and collect being potentially being exposed to people with the virus. I was expecting someone to deliver the food to the car as I was given a time to collect.
Coles online site is atrocious
15th July 2021 the Coles online shopping site would not allow me to select my home address for delivery. No response from coles helpline. I had to re-Enter the same address for it to work, this week 28th July 2021 the website is stating that all time slots for delivery is unavailable..
The “IT” department in Coles who run the website should be sacked immediately
Waste of time online shopping experience
Waste of time and energy shopping online with Coles. The customer service didn’t help as well. Better shopping somewhere else.
Coles Online Experience
Hard to find products as the Search functionality is poor. Coles online does not work properly on some Android browsers. Save to cart function is poor as items drop off the cart if they are unavailable. Also, if you select the option "substitute products" and do not choose the product to substitute. Coles randomly substitutes products and sends you an email about the substitute as it's shipped. So, you cannot cancel the order and will likely end up with the wrong product. Overall much to be desired from Coles Online assuming that a lot of people would order groceries online due to COVID-19.
The worst experience of my life
You want to support Australians business and this example why you cant. From the beginning of my on line order. Third party delivered my groceries to the people across the road who I dont know. From calling customer care line and been on hold for over an hour yesterday and today nearing 2 hours. Its disgusting not to mention that my call has been picked up by 2 people who put me on hold again. Everything is just disgusting!! Got my order refunded and had to order again but cant pick up between 4 and 6pm today. Not good enough. I want to be compensated for my time, energy stress and anxiety this has caused me
Fridge items all missing
I ordered online for delivery, trying to do the right thing in lockdown. None of my fridge items were delivered. It came at 430pm (which was in the expected time frame ) but I had ordered groceries for dinner that evening as well as milk for my baby and I had to rush out after work to go and get groceries. I got refunded for the missing items but it is more the inconvenience that made the whole experience completely pointless. Also my blueberries were substituted for strawberries (not that it matters as they were on the missing list anyway) bit still! Don't substitute for a completely different fruit!
Terrible shopping experience
Terrible customer experience with my recent Coles Online order. When tried to amend my order, my allocated time slot got cancelled and I had to rebook it to few days later. And when it's time for delivery at a later date, I receive an SMS saying your order cannot be delivered and that I had to click and collect from a store that's far away. I had already been running out of groceries and I have kids waiting for food and other essentials and I can't drive beyond 10km due to Covid restrictions. Thought of cancelling the order and go somewhere els...e, but their customer care is the terrible one. They just kept on extending my wait time from 10mins to 2.5 hrs before I spoke to someone. All the guy said was an apology and that I don't have an option other than to cancel it due to operational and staff unavailability reasons. But they have been claiming that they have a plenty of capacity to do both home deliveries and click and collect both on their website and on their customer care, which is all lies and rubbish.
2PM-6PM window got delivered at 10PM!
There was a CYBER10 offer, and I placed an order worth $500 thinking I would get 10% off the whole thing. But no, it was capped at $30 discount. So deceiving but couldnt be bothered.
On top of that, delivery came very late! Absolutely shocking. I also had to carry all the shopping from the main building entrance up to our unit. At 10PM. When everyone one else in our household is already asleep. I have a bad back but had no choice. When I came to unpack, some of the replacement items are silly and some of the chilled items are noticeably warmer than acceptable - yoghurts and cream were barely cold.
If you dont like receiving your order late at night and you really have to order from coles, go for a morning delivery.
DO NOT GET COLES TO DELIVER
Over 3hrs late and still no groceries, can’t get hold of anyone on phone been on hold for an hour and it’s now nearly midnight
Shocking in every way possible
I cannot believe how horrific Coles customer service is. I understand due to Covid that there would be a delay in how soon you can receive your Coles online delivery orders, but this evening is the third or fourth time my Coles delivery has arrived 30-40 minutes late. Although this time is the worst experience by far, and is deeply frustrating. The delivery driver not only was 20 minutes late, they did not knock on my door to even notify me that my order had been delivered, I then received a text message 28 minutes LATER to advise me that my gr...oceries had been delivered, so they’d been sitting out in the freeze for 30+ minutes. The worst part is they delivered One bag of freezer items. Inside this bag it contained 3 items. I had ordered 20. I have now spent my Sunday evening, with no groceries for myself or my family, sitting on hold to Coles, it has been over 45 minutes. This is the most disgraceful experience I’ve ever had. Unbelievable.
Don't modify your online order! You will lose your delivery slot!
I ordered my groceries on Thursday to be delivered on Tuesday (earliest available slot). They said I had up to Monday night to modify the order. I went to modify the order, it made me tick a declaration that I understand that I will lose my delivery slot if I don't check out within 2 hours. I checked out after 15 MINUTES AND MY SLOT WAS GONE. Now there is not another delivery slot until next Sunday. I don't have any groceries. Even if they refund me the I won't have the $200 for another 5 days, when I need that money to buy groceries from a FUN...CTIONAL website now. I waited 1 hour 10 minutes on hold to customer service to be told "we are aware of the issue and there's nothing we can do?". How about let people know they will lose their delivery spot? During these times it takes an extra week to get delivered. I can't go to the shops. I can't even get click and collect for a week. What a joke. I pay $20 a month for Coles Online. Every order has an item incorrect or missing, but I blow it off because I understand it's a hard time for pickers/packers. But this is something else. This is a corporation whose profits have surged by MILLIONS since Covid, who cannot be bothered to get their IT system sorted, or build a proper shopping app. What a joke. They don't even have an app for online shopping, it's an absolute joke. The stock levels are always wrong. Fresh vegetables purchased online cost twice as much as purchased in store. Terrible site, terrible app, terrible experience and terrible customer service. Will NOT be shopping with them again. What a shame that we can only shop online at these awful corporation that take advantage of their monopolies on us during these lock-downs.
Questions & Answers
I have points for the Coles saucepans. I was wanting to get 1 last saucepan. But when I went to Coles Kenmore I was informed that this area had none left. I consider this just not good enough. Coles sight advertises that this is the last week. Why can't stock be brought from another area? Every time Coles decides on a promotion, they do not have enough stock to supply. Where am I able to get the small saucepan from? or is it possible for Coles Kenmore to get another one from elsewhere?
There are no more sauce pans left anywhere all coles stores ran out weeks ago
On 1 June 2021, I have emailed Coles Online customers care regarding my $20 refund as Coles didn't have enough stock but they have already charged my online purchase dated 21 May. I am still waiting for my refund after more than a week. Woolworths online is much better than Coles.
Has anyone has any issue with Coles online refund?
Good luck getting a $20 refund from Coles. Try phoning them.
Coles owe me $145 for a complete order they didn't delver. Consumer Complaints are now handling my case.
I have checked my PayPal account, Coles has charged the correct amount (minus $20 for not enough stock) after packing of goods. PayPal emailed me regarding my authorisation of the full amount after Coles online purchase confirmation but PayPal didn't email me again for the lesser amount charged.
Same here, did an online order for $65 and they substituted some items which were not equivalent. The total order value was $58 which they refunded after I chased it up. The additional $7 is still outstanding though. No wonder they are doing so well, they are ripping people off all over the place. I have a family member who has had similar experience and had to wait about 8 weeks for a refund of $400 after they cancelled her entire order for no apparent reason.
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