Coles Online

The online ordering system only works half the time. The system set up to help sort these problems out is non existent. It directs you to a live chat for support that actually doesn't exist. Supplies horrible coffee. Runs out of one egg brand, instead of supplying a different brand, supplies nothing.

No I would not recommend Coles at all. Placed an order with Coles Online to be delivered between 4.00 pm and 10.00 pm. Around 7.00 pm we were notified that they were having issues and may be late. And late they were the order arriving at 10.25 pm. This is too late for anyone to receive an order. In the past have had items missing or incorrect so will be heading for Woolworths!

Sharing my experience with Coles – unfortunately, a staff member damaged my property, and despite raising the issue with their claims team, my claim was denied. The claims team took nearly a month to respond, despite the policies stating a 48-hour response time. Hoping this info helps others be aware of potential challenges in customer service and claims resolution.

What do I have to do to get Coles to stop deducting $19 a month for free delivery when I have repeatedly requested this to stop.

Approximate cost: $76

Terrible service... When you request a refund for missing items, they either do not reply at all or provide generic answers that they probably send to everyone, without attempting to investigate and resolve your issues. I'm so annoyed with them that not only have I stopped using Coles online, but I also want to minimize my in-store shopping as much as possible.

I have been doing online grocery shopping with Coles since Coles first introduced online grocery shopping in about 2011 or 2012. This year since early April, the person/s preparing my order was putting cleaning products in the same bags as food, e.g. bleach, or disinfectant with food items. I contacted their customer service, I was told that it is not their policy to do that, pack food items with cleaning items. But my fortnightly orders were consistently being packed with cleaning products with food items, without fail. So I asked if I could contact the CEO. No, it is absolutely out of the question to contact the CEO. So who ever was preparing my fortnightly order was determined that I should not lodge a complain, and when I did he/she would get even.
So any way I eventually had to place my order with another supermarket.

5 times now have I gone through the entire process, selecting all the items I want, checkout, bank transfer everything good, and then 'Sorry, we couldn't place your order. Try again or call support'. 5 times. The online system is just broken and they aren't fixing it. I order when I need to eat, for this to happen with a tech or retail company is understandable, for an essential food company is unforgiveable.

Approximate cost: $100

Go with Woolworths!!! I had 4 deliveries from Coles and had an issue with all 4. There were significant delays to all deliveries and the last straw for me was when the driver did not ring my doorbell instead left my groceries out on the footpath (no bags for some items) on a rainy day! They missed items as well so I had to always double check. Coles is $19 whereas Woolworths is $15 a month. I’ve never had an issue with Woolworths so I’m so glad I made the switch!

Approximate cost: $150

Very efficent and easy to use. saves a lot of time

First time user of Coles delivery, as such was granted "free" delivery. I had the products delivered to my work as we are 24/7 operation and someone will always be available to answer the door bell. Sitting at my desk and received an SMS to say my delivery had arrived to my city work building. The driver left it on the street where hundreds of people were passing by - anyone could have picked up the bags and stolen them. Luckily I wasn't away from my desk when I got the message and was able to retrieve them before such disaster. I called Coles and they blamed the "partner" delivery company. I said all they needed to do was ring the doorbell, did the people think that Coles bags full of groceries were going to be safe just sitting by the door! Very disappointed.

Pathetic. Last two orders were never received. NEVER AGAIN. Please take my advice and avoid at all costs, you'll be glad you did, trust me.

Approximate cost: $145

Refunds are not given when products are not available after online ordering. This is disgraceful behaviour. Botts reply to emails and send you on a circular process.

Approximate cost: $1000

We asked not to substitute if products unavailable however they sent us email that they substitute our products after the cut off time for changes, items changed to higher cost item plus less value, and those that we don't take in the family. Very disappointing. Won't be consider to use it again.
Second time happens, second time we using their service, so 100% they do it everytime.

Approximate cost: $53

Terrible fruit and veg. Grapes went straight into to the compost as did the beans. Driver was on time and lovely. Shame about the products. I suspect it reflects our local Coles at Kincumber which is also bad. I'll try Woolies next time.

Approximate cost: $150

I received 3 mangoes so soggy that it is unfit for human consumption on 15 March 2022. Went to the compost bin. Health department officials might consider monitoring of the quality control effectiveness and impact on the community. Cold customer service.

Approximate cost: $8.10

I have been waiting to 1:30 am in the morning for my home delivery order which was meant to come between 8.45 and 9.45 the windows to 10 o'clock... Every time I looked at tracking it kept telling me it was on the way still and it just kept moving the time forward I finally called Customer Service they told me that they could see that I was next in line and that it would be there at 12:30 1 o'clock I called back again and this customer service person told me they could see the last delivery was at 10:37 and the driver isn't answering his mobile phone so thank you to that incompetent fool for not letting anyone know that he was finishing the day... I would recommend Woolworths over this treatment they're not great but they're better than Coles...

Their Stated Returns Policy Is Not AccurateI attempted to return goods that were as new and recently purchased online. I was repeatedly assured that the returns policy on the website covers change of mind and with proof of purchase a refund would be issued. I went to the store in Mornington and was kept waiting before being told that this wasn't the case. The returns policy on the website categorically states that a refund should be processed as below. I was contradicted an argued with by the manager [name removed] who was rude and obnoxious, but this seems to be a prerequisite to have a Coles managerial role

They have no idea what they are doing.

I called up after my order was an hour later out of the 7 hour window they had provided, waited 1.5 hours on the phone and then was told my order will be cancelled. This was frustrating as I am in isolation.

The next morning I woke up to my delivery which had been outside for over 8 hours. All the cheese, meats and milk were warm and they had missed items off my order. I if knew the order was coming I would have stayed up. Useless people even track there own orders

Approximate cost: $98

I put an order through, 2 days I had to wait for a delivery time, the order went through and was paid from my account. The day before it was due for delivery, the order was cancelled due to the fact I went into my account and changed email address and a few other details.
The order was all confirmed and paid and they just cancelled it.
What if I was a family in isolation and needing that order to feed my kids?
And then I had to wait 24 hours for my money to come back, what if I was that family and was on a set income and had to wait for the money to come back to be able to order again.
POOR FORM COLES VERY POOR FORM
DEFINATLY WILL NOT BE USING COLES AT ALL AGAIN, ONLINE OR IN STORE.

Approximate cost: $160

I would never you coles click and collect again. Coles Scone cancelled order the morning it was to be picked up stating it was because of floods or bad weather which was total BS I live there!
I paid via paypal who have said it is coles who have to cancel transaction. Several messages to coles online and 5 days later my money is still locked up in pending. To bad I don't eat this week but coles don't give a dam!

Only going to focus on the last three orders, as I don't have time to list all.

1st order- Someone else's items in my order... Missing my items. Call to report... wait 40 minutes and then give up.

2nd order- Order three Schnitzels to feed my family of 6. Only 2 delivered even though I paid for three. Call them up- gave me a $2.00 credit. Now not enough for a meal and need to go to the shops ANYWAYS for the other one.

3rd order- 10 different items- not available- Call them up as it's only 5:00 in the evening and delivery is not due till tomorrow afternoon.
Me: Can they please add items before delivery?
Them: NO.
Me: I asked for substitutes... are you telling me that there is not a single kind of garlic bread to be substituted? Or kidney beans? Or tomato paste?
Them: You didn't tick the substitute box.
Me: Would you like me to SHOW you the confirmation e-mail with all the 'substitute allowed' boxes ticked?
Them: Oh. Sorry.
Me: I don't pay for delivery just for you to get the order wrong every time and necessitate me driving to the shops anyways.
Them: Sorry. Nothing we will do. You can cancel the order.

Woolworths, here I come.

Approximate cost: $250

I signed up for Regular home deliveries. Over the past few months I have received the wrong products, products that expire with a few days, and at least 10 items missing from each shop, meaning I’ve had to go into store anyway. I feel like more training and effort needs to be put into this service. Would not recommended!

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 hours 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.

Approximate cost: $250

I placed an Coles online order 1 week ago during COVID lockdown. Coles sends out emails advising that customers can amend their order up to the day before. What they dont bother to tell you, is that you will lose your delivery window if you try to amend your order. I tried to get a new delivery window but there were none available. I spent 1.5 hours on hold to get through to their 'customer care' team only to be told that my order was CXLD. and there was nothing he could do about it. Who would use such an incompetent service, that clearly has NO CARE for customers! In lock down no less.

I would NOT recommend Coles Online shopping at all. They make many mistakes with the orders and asking for assistance is useless. Customer Service is just about non existent. Has a name but take no action to serve the customers.

Shopping with Coles got really convienient and easy now.

great easy to use site however never seem to be able to get groceries delivered for following day like other supermarkets in the area.

Hands down the best online shopping site for fruit and vegetables in the whole of Australia. The delivery is always on time and the produce is always of high quality.

Best online shopping experience. Eady to add stuff in cart amd then payment available. Best thibg is delivery on specific time. Love coles service

Tried using Coles online shopping for first time. We made our order and did our best [naturally] to include as many catalogue specials as possible to save money. We had discounts of some $40 by the time we finished our order.

Being our first order and therefore not having a previous shopping list to work from [or previous experience to draw from] we remembered a few extra items so, as per their site information, we were able to add these later.

I still can't come to terms with the fact that by giving Coles extra purchases they removed all our discounts and we were charged full retail for every item regardless of the fact that they were in their current catalogue and our initial shopping cart showed the discounts.

It is ludicrous that by actually buying more I should be penalised by having all discounts removed. Not exactly an incentive to add extra items to the shopping trolley.

Getting in touch with them makes no difference. They really weren't interested. They admit removing all discounts because we added to our order. Those few extra items we added ended up being very, very expensive. Not only did they cost full retail but an extra $40 as well for the privilege of shopping further with Coles. I just don't get it.

Be very aware of this when using their services. We also have a Woolworths Supermarket close by and although they do not deliver here [we are semi-rural] I will change supermarket chains and simply go back to buying in store because at least there I know they won't change the price after I pick up the item and before I get to the checkout.

It is a great pity. The website was excellent, customer helpline great, shopping process very easy, delivery as promised, very friendly experience start to finish and then absolute stupidity. This is absurdity of the highest level and it will cost Coles dearly.

My family, extended family, friends have all been made aware of it and are also voting with their feet. I don't mind if I made an honest upfront, first time mistake but to go and innocently add $15 worth of additional items to my trolley [and that of course helps Coles too] and effectively be charged $55 for them is beyond a joke.

While doubtful, Coles may respond to my email of concern however as it has already been 48 hours I doubt it. If they do I will update this review accordingly.