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