Coles Avis 

Went to Coles, Brighton, post code 6030. It was the worst customer experience I have had this year. I ended up just leaving my shopping there. Customer service training is desperately needed.

Coles Ulverstone is badly managed, often runs out of products, has a pathetic range of product (excepting lollies, chocolates and icecream). The icecream isle somwhat incfredibly, takes up nearly one side of the isle it is situated in. It's consistently grubby and the arcade it is situated in is no better. Never mind the price gouging etc. I will say though that the floor staff are generally helpful and friendly. The nearest other Coles store (20ks away is far better).

Well done to Coles for redefining what a “10am–11am delivery window” means. Apparently, it now extends to sometime after 4pm.

At 10:44am, I was kindly informed my order was “running late.” By 12:30pm — no delivery. I contacted customer service and was reassured the driver was “not too far away.”

At 3:30pm — still not too far away, it seems. Another call, same reassurance. The driver must have been circling the block for several hours.

At 3:50pm, after I chased again, I was told there were “unforeseen circumstances.” When I asked for an actual arrival time, I was then informed the driver couldn’t contact me or access the building.

Fascinating — since my phone was with me the entire day, there were no missed calls, no messages, and no doorbell buzz.

Even better, I was later told this was somehow my fault because I had supposedly turned off my “communication preference.” After checking the website, there is no such setting — only marketing preferences for promotional messages. Apparently, opting out of catalogue spam now disables basic delivery communication.

The groceries finally arrived after 4pm — a modest five hours past the delivery window.

If the goal was to test customer patience, mission accomplished. If the goal was reliable service and accountability, perhaps that’s still “not too far away.”

The chat bot is excruciating to deal with when there's an issue with the order. They make it too hard to complain when something is missing or damaged. It used to be easy, so I don't know what's happened. Just cancelled my membership. I'd rather have to go to the shop and deal with people than deal with the useless chat bot! Woolworths is closer, but I preferred Coles until now.

Coles is a joke, i live a super busy lifestyle so click and collect has been a game changers for me. I’ve been click and collecting from woolies for 4 years literally no issues. 6 click and collect orders through coles and 4 of them have had major issues. Issues include, order just never being packed. Order being cancelled NINE MINUTES before i was meant to pick it up. Items missing. Items swapped to items 3x more expensive items and then being charged the 3x price. Coles you’re unbelievably bad at your very easy job.

I had an issue with my online order recently, and I can’t speak highly enough of Jeshwin, the manager at Coles Springvale. From the moment she stepped in, she treated my problem as if it were her own.

Jeshwin was patient, understanding, and incredibly proactive in resolving the issue. She went above and beyond to make sure everything was sorted out smoothly, keeping me informed throughout the process and ensuring I left completely satisfied.

It’s rare to come across someone who genuinely cares about customer experience the way she does. Her professionalism, empathy, and dedication truly reflect outstanding leadership. Springvale Coles is lucky to have her managing the store!

I purchased a 3 kg box of Karumba frozen raw banana prawns from the deli department of Coles on 22 November 2025 for $52. They weren't vacuum packed but were in a plastic bag inside a cardboard box. They were pale in colour and tough so I used them for curries and stir fries. As I got to the last of the prawns I took the box out of the freezer. To my horror I saw on a sticker on the side of the inside box that they were packed on 6 August 2024 and expired on 6 August 2026. It meant that I had just eaten prawns that had been dead and frozen for 19 months. This to my knowledge was not on the top box with a "use by" date. I had ordered another box online that were priced at $51 and the order said I was saving $15...I was saving $1 from the old rotten prawns I'd purchased 3 months ago. Anyway, I just phoned the store to make sure I wasn't going to receive the same old out of date prawns that I'd bought in November and was informed that yes....the prawns we packed in August 2024 and expired in August 2026. I cancelled the prawns in the new order and put in a complaint with Coles. Besides the prawns being old and tough they weren't vacuum packed...I will check tomorrow if they are sold against food safety standards.

Coles Windsor manager Julie is a dusgrace.

Rude and offensive.

Saw young couple with a baby paying for their shopping.She started shouting abuse and searching the bag all the while distressing the baby.

I heared the girl say im calling my mum and mum she accusing me again Julie talk to my mum(all the while baby is distressed from Julie shouting)

Julie refused to speak to the girls mother.

Appauling service from store manager and will be telling friends and family stay clear

Visited Coles Morwell today (8 Feb) for just one item, so I joined the queue for 10? items or fewer, as there were already several customers being served at the regular checkouts. There were already five customers in the queue before me, one who got sick of waiting and walked out. The team member was having a conversation with a customer at the enquiry/cigarette counter and ignoring customers in the queue. She even walked away and talked to that customer while 'serving', leaving the checkout unattended. It was well over seven minutes before I was finally served, and that was only when another team member decided to open another 'Express' register. No apology for the long wait. Now I remember why I stopped buying from Coles Morwell and go to Aldi or Woolworths.

Rang store regarding online order, staff member wasn't listening and asked to speak to store manager, she said there isnt one! Then told me off for getting upset and hung up on me. Received email saying my online account was terminated. This after 18 months of shocking customer service, poorly picked orders, bad or no substitutions even though id check and see the stock instore. The RUDENESS of staff who then cancel my account for getting rightfully upset is DISGUSTING

It’s extremely frustrating that Coles has changed its home delivery policy. Customers can no longer choose a delivery time that suits them and are instead forced to accept whatever slot is offered.

Been a member of Coles Mastercard for 10yrs or so. Made a payment early Friday and it still hasn't been processed by Coles. Can't increase my limit since September card changes. What a nightmare as about to go on holidays with no credit. They can't do anything for me. What are NAB doing. Trying to close down Coles Credit?

If Coles is really interested in customers' experiences, then how is it that their is no provision for reviews of their products?!
Or, for that matter, Coles?!

Consistent Quality Failures, Missing Items, and No Accountability I have experienced repeated and unacceptable issues with Coles Online orders over an extended period, with no meaningful resolution. Items regularly go missing or arrive in very poor condition. In our Christmas order, instead of the 20 apricots and 20 peaches I paid for, I received one apricot and one peach. There was no refund, only a generic message saying my future orders would be “more thoroughly checked”. Which I absolutely welcome you doing your job.

Fresh produce quality has been particularly appalling. During Christmas preparations, I discovered slugs throughout the watercress and lettuce that was already off. I provided photos, only to be met with excuses about needing to “conduct an investigation”. I am immunosuppressed - do you know how dangerous bugs are? Previously, I’ve also received an organic cauliflower infested with green bugs.

Rather than acknowledging obvious supply chain and quality control failures, Coles has implied that the frequency of problems with my orders is somehow my fault. That is an extraordinary response when the issues are clearly visible, documented, and related to food safety and fulfilment accuracy.

A month passed after my most recent complaint with no follow-up, no refund, and no resolution.

In relations to my query, I received a templated email thanking me for being a “valued customer” and stating that because I have reported issues multiple times, Coles will now apply “additional quality checking” to my future orders. This does not address the core problems: • Missing items • Unsafe, contaminated produce • Spoiled food • Delays, excuses, and lack of accountability

Customers should not have to repeatedly complain, photograph mould, slugs, or infestations, and chase basic refunds for goods that were never delivered or were unfit for consumption.

This is not reliable service, and it is certainly not acceptable for a major supermarket. Until Coles takes responsibility for quality control and customer remediation, I cannot recommend Coles.

Absolutely dreadful online delivery. Cancelled orders, delivered to wrong address and then when I rang the help line they said they would refund my order and didn’t. Go to Woolworths. Brilliant every time.

Every order I do from Coles at Cleveland is wrong. Placed an order yesterday with 68 items. I was missing 29 items out of my order. If I could give the Cleveland store a zero I would.
Need to get staff who can pick orders correctly.
NOT HAPPY

Coles are developing ruthless policies. They say they now do not refund for change of mind after 30 days.
But it wasn’t always the case and they have nit advertised this. Nothing about it on the pack either.

I live on a low income. I bought a 360 day sim for my daughter who didn’t use it. I bought a SERVICE that is represented by the token sim. The service was UNUSED but they will not give a refund for a sim that has a 2 year expiry. (Nor, btw, will they allow me to use it on my present phone account)

ABSOLUTELY BRUTAL. Thanks to Saint Scotty, consumer rights are going down the drain and COLES are at the forefront of that push to relinquish consumers of any right to a reasonable service or product for their money - $200, in this case.

Thanks Coles.

Young kids easily exposed to adult product(eg. Condoms) at Coles supermarket. Kids playing with it without knowing what it is. It was shocking and disgusting what I witnessed at coles.

I would like to phrase Mick the driver in Truck Matthew, for his great service, not only was he polite, a lovely smile, but he carried my groceries into my kitchen. Once again thank you Mick. Please let Mick of my review please