Coles Store Support Centre (HQ)

I would like to thank Rona in customer service for her help yesterday the 29th of Dec.22. I was the unfortunate of a RFI scan on my card, which was then used to do an online purchase from a Coles store in a different state than me. Rona contacted the store where the online pick up was to be and within 5 minutes was back on the phone with me, letting me know the store had matched the transaction and where going to take action. Rona, you lovely lady, thank you so much for helping me. Have a wonderful new year.

Paper bags now? At 25 cents each? Profit driven ideas to impact your customers. Costing more weekly to shop with you. In going to photograph every bag the breaks before it gets home. And post it to You Tube. Making a full mockery of what you have just done to yourselves. In this consumer world. The customer is still right ;). So far. Not 1 paper bag has made it all the way home. I'll bring a wheel barrow into your store soon to prevent my shopping from ending up in the dirt. You are goi g to see some silly stunts if you keep it up

PATHETIC is the best word to use without swearing in frustration. For over 3 months their online shopping website wil not let payments go through. Since they updated their website it has been an absolute nightmare with getting payments through. Not just my account but everyone I speak to has stopped online shopping at Coles for this very same reason. Customer service have no care at all of people like us. They obviously make such a huge profit that they do not care about the customers who are dumping them and going to woolworths, who actually care about their customers. A shame my mum insists on Coles otherwise I would not bother with them at all. DISGRACEFUL to treat loyal customers this way and to discriminate against the elderly and disabled people too. I gave ONE star because I have to. No other reason at all.

Fake customer care center. Called up around 3:30pm waited on hold for an hour and a half just for them to close at 5pm without having my phone call answered.

Empty shelves once again. Spoke to store manager, reply, you will have to contact head office about your issue. Three emails to COLES head office and guess what ! No reply.So much for customer care. Too much moey to care for customers now.

Has taken 4 days, 5 emails and 10 phone calls to get a resolution to the non delivery of my order. To all those people I spoke to and sent emails to, ask your supervisor/manager whether the Coles group would invest some of their profits into customer service training. The only person willing to do her job, was Cherry. A big thank you to you.

I should no give any Star for shocking service really , order and pay for 2 kilo bag of Harris Coffe Beans that was in Special for buy 2 for $36.00 , next went to pick up on Saturday here in Morphett Vale SA 5162 and they try to give me Ground Harris Coffe ...NO Beans coffe, told the girl I want the 1K beans only that i purchased she told me, sorry we are out of stock so now I have to wait for my $36.00 refund to credit to my bank account maybe 10 days... Hello are you guys working withpeople money?

Coburg and Headquarter Customer Feedback:I refer to my telephone discussion with C 1 (call terminated by C 1) and L1 this morning and relating to the sale of Twinings Camomile Pure Tea (80 to 100 bags) at half price for $6.75.Per your promotional catalogue in paper form and online for Coburg 3058, the Twinings Tea Bags 80 Pack to 100 Pack were advertised for $6.75, down from their usual price at $13.50.When my Mother and I went to the Coburg store this morning to purchase Camomile Pure Tea Bags 80 to 100 bags, with stock on shelf, the product was denied to us as follows:1. The Female staff member in the aisle when queried as to the discrepancy advised 'Just purchase the 20 bag box or pay full price.' She was rude.2. I asked another Male staff member and indicated that the promotional material online and in-store for 3058 that all skus were half price and queries why Camomile, Green Tea and Ginger were excluded. He advised he did not know.3. I took 3 boxes to the check out for purchasing and they came through incorrectly as $13.50. I asked the Female checkout attendant to abide by the promotional material and she indicated she could not and that I would have to refer the matter the Customer Care desk.4. The Customer Care Desk was approached and the Female attendant advised she could not help and to refered the matter to the Store Manager Male A1.5. Store Manager Male A1 was shown the item in the store catalogue for the period in question and I clearly indicated that the promotional material had breached ACCC and Consumer Victoria pricing.Store Manager Male A1 said that the Camomile SKU was not part of their xxx brand strategy.I advised that Twinings brand strategy and Coles category strategy was incorrect.Core, commercial and local brands v Morning, Everyday, Digestive tea brands would indicate for example that Peppermint also belonged with Camomile, Green Tea and Ginger skus.The reason was that my Mother used the Camomile tea to manage overall digestive health and consumed up to 1.5 boxes a month.I then pointed out that Woolworths for example clearly excludes within its promotional material the skus that are not included in promotions (sale).Store Manager Male A1 that I had to contact Headoffice, he refused to attend to the issue. I returned to the Customer Care Counter and advised the Female Sales Assistant that be could not resolve the issue.I clearly stated that this is why there are so few Female Store and District Managers and CEO at Coles and within the industry as a whole.6. I called Headoffice and per their request I have submitted further particulars.7. Resolution: Provide my Mother with 18 boxes of the Camomile Pure Tea Bags 80 to 100 bags for the trouble and inconvenience caused to her this morning with 10 working days.8. I note that I am not allowed to place reviews on the Coles Coburg Google platform.9. There are signs of a toxic culture at Coles.

I am really disappointed with the Click & Collect system. I ordered online Oral B brush heads as they were on special. Ordered a couple of other items to make the $50 minimum. I opted for c&c as delivery would negate any saving. I find out hours before hand that main items i wanted are not available. If they are not at this store, why am i allowed the option of Click & Collect when it was never going to happen? Why do i not have the option of finding which store has stock. What a futile exercise. Will never order online with Coles and will avoid going to Coles to shop.