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I have made 3 orders with Coles Online and 2 of those orders had missing items. I was also notified that they did not have any of the "imperfect" prepackaged sweet potatoes and that there were no substitutions available which I find hard to believe. Very disappointing. The point of ordering online was to avoid going into the supermarket at the time of Covid, however Coles can't seem to provide all items ordered and instead I am left with credit to use online rather than a refund.
Charged 3 times!
Ordered online groceries over a week ago. There were three pending charges in my bank account for this order which came to hundreds of dollars. I've called a number of times, but Coles are unwilling to help by sending an email to my bank asking for the funds to be released. My bank doesn't charge Coles anything to release the funds - they just need an email. Didn't realise until reading other reviews here that it was such an issue.
Coles online service is absolutely useless!
Every time constantly after ordering a fortnight of grocery soon as you’re about to pay the whole thing resets
Tried to email for help , they’re not interested
Any wonder their reviews are so low
Looks like I’m not the only one having trouble with them.
- Verified customer
shocking rip off online ordering
After a major surgery, I ordered food online and paid for the order. I was expecting the delivery the next morning between 6 -12. When no delivery arrived I phoned only to be advised that their system had changed I would have to check out again and repay for my order, to which I said no I am not paying twice. hence the order is in a holding bay until I deleted all the items. Now here's the part that is disgusting. I have paid for an order to which I never received. When I phone or email there is no viable remedy other than I would have to wait...10 days for a refund, however, I have had no confirmation of any refund or cancellation of the actual order I paid for. they actually expected me to pay for the order twice then wait for a refund, which in my opinion is just not happening.
Charged for missing items
I've used Coles Online twice now for Click and Collect and both times I have been charged for missing items. I've then had to go to the store in person and repurchase the missing items, defeating the whole purpose of using Coles Online to avoid going to out during COVID lockdown.
Customer dissatisfaction with New Payment System
It is inconvenient, but I am prepared to accept Coles requiring a "hold" on my account to ensure the funds will be in the account for them when they complete picking and packing my order. However, I DO OBJECT when the bill is paid BUT the "hold" is not lifted at the same time. I was without $250+ of MY money for 9 days even though the payment for my order had been deducted from my account on the day of delivery.
I contacted Coles and was told this is the way the new system works and that the "team" working on the problem will not be fixing it...anytime soon. I contacted my bank and was told Coles could have the hold removed immediately.... if they were willing to pay the $7 fee required, or else I would have to wait for 8-9 days when it will be automatically lifted by the bank at no cost. Obviously Coles will not be paying fees to remove holds on customer accounts, and whoever devised this new system did not do their research or take it into consideration when so we, the customers, are now caught in the red tape. How can this possibly be acceptable? If the "team" cannot solve the problem "sometime soon" why are Coles paying them to work for them? They are not doing their job and we customers are paying for their incompetence. Perhaps Coles should outsource to the "team" working for Woolworths, they seem to know what they are doing for their customers. After placing my order I did not modify it, although Coles modified it due to being unable to provide 3 items shown on the website but which were unavailable at time of picking/packing. To add insult to injury, the amount "held" was the cost of my full order NOT the lesser amount after items were deducted by Coles. I was very happy with the previous system, which was why I shopped with Coles online for almost 2 years, but I simply cannot afford to have my funds tied up for 8-9 days every time use the current service.
Charged 3 times!
Yesterday I completed my online order to collect today as “click and collect” at my local Coles supermarket. As I was leaving my home this morning to collect my order, I received two emails: one which advised me of unavailable items and substitutes, and one which told me my order had been cancelled. I checked my banking and I had been charged the full amount of my order so I called and asked if my order was ok to collect. I was advised that my order was bagged and ready for me however for some unknown reason, the order had been cancelled due to...a payment issue. I was directed to call the customer care number. I called the customer care number and explained that my order had been cancelled even though I had been charged by Coles. She told me that I would have to start the order again and collect at a new time window. She also said that nothing could be done about the charge to my account. I was happy to just pay for my order again over the phone and await the refund, however she was not willing to do that. She started doing my order again herself, and after logging back online, I noticed she had changed my collection point And new pick up window without my knowing or consent. She was very rude and did not display any care or sympathy over the inconvenience this issue had placed on my family. I am a mother of a 4 month old baby and a two year old, and during the covid crisis, I am trying to do my bit to stay at home. It is hard enough shopping with two children so I really rely on the click and collect service to receive my groceries. It is highly frustrating to learn that I had been charged the full amount for my groceries yet have my order cancelled at the time I wanted to collect them. It is even more frustrating when coles would not accept a second payment over the phone or at store so that I could collect my already bagged groceries. Due to my phone call to customer care to find out whether or not I could collect the order I had paid for (40 minutes,) my two year old was late to daycare and my 4 month old missed his doctor’s appointment for his 4 month injections. When I logged back on to set a new collection window I realised she had reordered to a different store and to a time that did not suit me, so I changed it back. And guess what- I was charged again. Three payments taken by Coles! And another lengthy phone call getting me no where. I have always been a strong supporter of coles. I do all of my shopping there, use a coles service station for my petrol and I have recently purchased shares and home and contents insurance through the company.
Decent service (updated review)
Ordered from Coles online for the first time two days ago and received order today. Issues:
1. Missing item (2kg bag of potatoes, which was "unavailable")
2. Instead of two different packs of lasagne (worth $10 and $12 respectively, I received two of the $10 ones)
On the site, it says that unavailable items can be replaced with another item - didn't happen with the potatoes.
Apparently, I wasn't charged for them but the total amount charged is still the same had I received them (yes, they're probably adding for delivery costs, but had I wanted to spend extra money on delivery I wouldn't have made an effort to spend over $100).
The lasagne replacement was given, but the cheaper price wasn't deducted from total amount charged.
Poor Delivery! Rude drivers!
I have had issues with Coles delivery for quite a while but during these past few months the online delivery is getting even worse! The driver left all the foods in the parking lot of a 50 units building and left. Another time the items are not bagged and the driver is just throwing away stuff from the trolley in the hallway in a rush!
Boycott Coles they steal your money!
We should takes this to the news and stop people from even shopping with Coles least of all doing online delivery and adding to your order. How come woolworths can refund your money instantly but Coles can't......because they are thiefs and probably getting interest on all out money. I didn't buy meat in my $200 delivery and now I'm down $215. Some people only have that to live on for the week but your saying we have to wait 10 days. COLES ARE SCUM!
Very poor customer service
Gave me a date and time I could modify my order, coles charged the original amount and then charged me the full amount again when I modified my order by adding 2 extra items, rang the helpline and was told it was my fault for modifying the order and it will be 10 days before I see the money in my account.
Email replies to have it resolved were generic templates that did not answer my inquiry. I am new to Coles online as I shop at Woolworths normally, should have stuck with them as I have never had any issues and find their app way more user friendly.
Charged twice!! This is not legal!! Give me back the money you stole from me!!
Ordered online charged twice!, items are always missing and deliveries are always late. And the call centre is pure garbage! Coles give me back the money you stole! Pathetic service!
OMG how incredibly bad this service is!
I am a health care worker and am trying to stay out of supermarkets etc so that I if I accidentally become infected at work I don't spread the virus around while asymptomatic. Coles Billed me twice for one order and now have overcharged me on another order ( i was charged for items that were not in stock). I have been told I have to wait up to 10 days for the money to be refunded. The call centre was most unhelpful, apparently if I have an issue with waiting for the money I should contact my bank!!! What a way to do business. Last time ordering on line for me! Will give Woolworths a try.
I have always shopped at Coles and with the lock down I thought I will give click and collect a go for the first time. It was a pleasant experience until I got home. As I was unpacking my shopping I noticed that 2 out of the 4 bags were wet, the reason been that they decided to pack my cleaning goods(multiple bottles of kitchen and bathroom sprays) in 3 bags and to make matters worse the bottles were placed laying down, not upright therefore the liquid leaked over most of my shopping. My question is why not pack the cleaning goods in one bag as...they were not heavy and easily fitted in one bag. I was not impressed as most of my shopping smelt of the spray. Maybe I should have checked my bags once the person delivered them to my car but because it was raining heavy here in Melbourne yesterday I just wanted to get out of the rain. Clearly the workers have an issue with packing and need to learn to pack orders properly.
Charged me twice for an online order
Today I was charged twice for an online order and had my account debited almost $500, how on earth is that even legal? How dare you take money that isn’t yours Coles?
Now your telling me I will have too wait 10 days to receive a refund? That’s appalling, I have shopped at Coles for Years but after this I’m done. I will never shop with you again. Give me back my money. Your new online pre authorisation is a load of crap stop taking your customers money then making them wait to get it back.
$22 of mince I was given that went off in 7hrs
$22 of mince I was given that went off in 7hrs. 1.6kg of 4 star mince had a use by the day I received it at 3pm. Not able to talk to anyone got an sms conversation and still no reply absolutely appalling service
Food off and out of date Next day
I have been a Coles customer for over 35 years due a to recent heart attack, l had to purchase my shop online, first order was good but the second time, l ordered there was so many things wrong beans where black and broc yellow and apples bruised , the lean mince had one day to go before it's use by date when we opened it was off the deli products come with no date so l was unsure of when they expire. We decided to Check the chicken fillets off the smell was really bad Salmon smelt ok but very slimy sticky all of these products went in the bi...n. When l contacted the guy on the phone he had no clue the lady that tex me was ok? l was offered a $26 refund and $12 credit on my online which l will never use because l won't be shopping online or at Coles again. Not to meantion the upset and stress and inconvenience this has caused me after my heart attack, Very Upset Customers!!
Have a receipt and order number but No delivery. Was told my order was not in their system, to pay again and wait for a refund on my first order !?!
Cole use to be great ... becoming increasingly terrible and frustrating.
I have been a Coles online shopper for about 7 years and usually have a great experience. Lately, the A2 light milk ordered has been missing, even though I have been happy to have a substitute of any light milk. The watermelon has been off on one occasion and the tomatoes have been delivered squashed on a couple of occasions. Also the cheese ordered has been missing and again no substitution. The chicken breasts and thighs ordered were expiring the following day, and the spinach was also expiring the following day. Lately, I have found most of...my ordered dairy and packaged items are about to be out of date within a day or two. My delivery today.. I asked for Seedless Watermelon Cut 1.7kg ea ..0.984kg was delivered. That is almost 1/2 of the quantity I ordered!!!! and was soft. No A2 milk or substitute. And 2 of the 6 tomatoes delivered were oozing as they obviously had been crushed. No grated mozzarella cheeses or substitutes either were delivered. On a growing number of occasions, I have had to go to the local Coles supermarket the same day after my order was delivered to purchase the missing items and lo and behold they have everything missing from my order on their shelves. Obviously my order is not being packed by my local Coles supermarket. I have been a loyal customer all these 7 years and don't understand why your staff no longer seem to care what is packaged for a customer.
Will never use again!
Deleted items from my click and collect order and charged me full order price.
After contacting them to refund the overcharged amount, they then charged me again for the correct amount without a refund of the full amount. So now I have been charged over double the amount of my order. Why I can't just pay when I pickup my order I don't know? It feels like a scam! I am now going to report them to card services if money isn't returned within 24hrs. Very quick to take your money then you have to chase them for it. Will never use again.
Questions & Answers
When is myColes member number (5% off) applied to final checkout price?
does an online order get packed at the local shop or at a warehouse
Did anyone who got charged twice for there online shopping get there money back?? I can see the amount I was charged has disappeared now but can’t tell if the money ever came back because it doesn’t show as a credit. Am tempted to call my bank to verify! Seriously never ever doing Coles online. Sticking to Woolies!!!
Omg really I’ve actually had no issues with Woolies, I’ve always gotten back refunds within 2-3 days but I’m so scared to do another Coles online because of this new system agh
coles & woolies have changed their banking system it takes about14 days for coles to refund & around 21 days for woolies. the system is stupid if you go in store & purchase your items & you are overcharged you receive your refund in your account in 2-3 days. if you order on line your refund is processed by head office accounts Not the store.
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