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terrible online customer services
Ridiculous bad service! At this time of the pandemic, they are only doing deliveries to the vulnerable people and those in isolation..yes we do understand but what about your regular loyal online customers when people are told to stay home and isolate from crowds??? It's very frustrating!!
Feeling let down at time of need
My family and I have been Coles shoppers for 10 years and we enjoy a lot of the ‘Coles only’ products but I have to admit during this pandemic they have been very disappointing. Me and my family have been sick (unknown with what ,as no testing available but with symptoms of the virus) we have been staying indoors we do not want to be responsible for spreading this to anyone, and I have been quite unwell not able to move around much at all. But Coles delivery has been unavailable. For the past 3 weeks we have been fed and watered by Woolworths. ...I have to say they have been upstanding. We are not panic buyers we have been ordering are normal weekly shop maybe with more paracetamol than normal as we are all unwell here but otherwise a normal shop and every item has been delivered. We have managed to get online with ease no crashing no problems with getting a available delivery time and all products available, with exception of hand wash and loo roll (our preferred choice has been substituted a couple of times as out of stock ) but pretty much our full order has been delivered. Left at our door as we are in isolation, with great tracking and times spot on. Well done to woolies at our time of need and sometimes panic and despair. Will now be a woolies shopper permanently. I just want to add that this review is in no way a bad review on staff members they are all exceptional and I’m very grateful to them all, working hard and let’s be frank putting themselves at risk why we all stay indoors sheltered this it is just my opinion at this time in regards to Coles online and delivery services. Which hopefully they improve and with rapid speed as they are needed greatly right now. I’d also like to add we have been supplying our 93 year old neighbour with our delivery has she says she has also not been able to get a delivery service from Coles.
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.
Questions & Answers
How can I sign up for online priority service My husband and I are both over eighty and are self isolating.we live in mornington victoria
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