Coles Avis 

If Mr coles wants me to scan my groceries myself stop telling your staff to do the heavy drinks. I don't mind them offering to help but I very strongly dislike when they just do it or make a move to grab my stuff. Find another way to prevent theft Mr Coles

Jacks prices up multiple times a year on some products.

Coles has mastered the art of overcharging for garbage-quality products while giving customers the service level of a wet mop. Shelves are empty half the time, the “fresh” produce looks like it’s been through a war, and the staff — when you can find one — act like you’re interrupting their day by existing. Self-checkouts are always glitching, lines move slower than dial-up internet, and management clearly couldn’t care less. They’ll happily take your money but don’t expect them to deliver on quality, value, or basic human decency. Coles isn’t a supermarket — it’s a depressing, overpriced obstacle course designed to test your patience.

I have said this once before, please do not give it a hard time

What a hopeless App. After incessant prompts to use their App from Coles, I finally relented. Tried to set it up, but it refused to accept my Postcode or suburb. A message claimed they didn't exist! Apparently I've been living in a non existent place for 20 years. Of course you can't complete set up without it. You go figure! Then I spent heaps of time trying to find customer support. Don't bother. It's non existent. Based on my experience, do yourself a favour and don't even try to use it.

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.

Such complexity and failure. Tried again to log into my account = no luck. With help from support several tries were necessary. Lady went to get help after clearing cookies etc and still it said NO. Suddenly it said YES as she got back so we persevered. When you get in to the site, by finding the right place to press, you can find what you have spent, where and when. However to put more money in your options are either Bpay or cash! Direct bank transfer is not an option until your statement I am told - this is not available until next month - can be seen. There are several sites you need to access, communication with the helpers is difficult to understand - varies from one to another - and the Coles Mobile Wallet app is not working. also, it will not autofill ID and password. Leave it for 48 hours I am told. Beware of joining this circus particularly if you are of mature age.

COLES MASTERCARD

Applied for a Mastercard. Unbelievable chaos and still not settled. Repeated attempts to input name and password failed. Finally, success. Then the Coles Wallet. Same dramas, put in name and then my new password - no luck. The 'helpers' have tried and failed. Even completely removing my account and then sending a onetime password failed. Several helpers and the general advice from them is "wait a couple of hours and try again" No luck then suddenly using the app it worked. Wow! Had a look at the information. No statements available just a single $ figure - presumably what I had spent but no indication where and when. Retired to lick my wounds then tried to return to the Wallet. Back to "get lost never heard of you". These dramas have repeated numerous times. Also, when in the app and it sends an OPT you must move it aside to see the SMS. Return to the app and it is back to the start - put in new name, password card number, CVV, date of birth. Solution, look for the SMS on another device. Do not expect things to go well with this bunch. NAB is behind this chaos - I am going back to my old bank where things like change the card PIN, what have you spent, when and where etc are available at the click of a button. I do not expect anyone to read or act on this disaster but take my advice - do not touch this bunch if you value your sanity.

I had a very disappointing experience with an employee at the self-checkouts today, 15/07/2025, at Colonnades Coles Supermarkets. I made an honest mistake during scanning and immediately called and informed the staff member what I have done, and I repeated again explaining once more my mistake. Instead of acknowledging this, the employee responded with unnecessary arrogance, and insisted I watch the CCTV footage – despite me already admitting the mistake. I felt uncomfortable and judged, even though I was upfront and cooperative. Mistakes can happen to anyone, even to professional check out operators, and customers who take responsibility should be treated with respect, not arrogance. This kind of attitude is not what I expect from a place I shop at regularly, as I was not trained to work at check outs. Coles’ staff should be trained and reminded of the importance of respectful customer service.

I ordered click and collect for the 6pm slot thinking this would be a quieter time for pickup and less busy.
I responded to the link to say I was on my way.
On arrival and the whole time I was there no one else was using click and collect, I thought that's great I'm the only pickup shouldn't be long. I responded to the link that I had arrived, opened my boot, bags aready and waited. After 10 minutes I tried calling the number, no answer left a message. Again I called after 20 minutes, no sign of anyone, left a message.
After 30 minutes I tried calling 3 times, checked out the locked doors and in sheer frustration was thinking I would have to go in to the desk. Then I became worried if I did that I could miss my groceries appearing. What to do?
After 36 minutes called again then at 38 minutes - no luck.
Finally the door opens and a young guy strolls out using a mobile phone.
I told him I'd been waiting 40 minutes he said the phone wasn't working. Funny that, considering he was using a phone at the time.
He went off to get my groceries.
Finally 45 minutes after arriving the young guy returned, left the trolley and I packed the car.
Coles offer click and collect as a convenient fast service. It's meant to save people time.
What a joke, I could have gone to the trouble of doing my own shop in the same timeframe without the frustration of experiencing a failed service that makes false promises.
I hoped Coles Click and Collect would be helpful at a time of ill health, instead it was a source of unnecessary stress.
Very disappointed. Woolworths is certainly looking more attractive.

They don't even delivery orders. They just make you do all that work and wait and they they don't even bother.

I have written to Coles (apparently my feedback is important) in relation to what I believe is a technical issue with online orders. Surprise, surprise, I received the obligatory generic response or in other words, "the fob off".
The issue: unable to order items for Click & Collect due to ALWAYS being out of stock. Ristorante Pepperoni Pizza and Oak Chocolate Milk which are advertised items in the catalogue.
Response: Empty the cache
While I did empty the cache on my laptop, it appears the Help Desk didn't bother fully reading my "important feedback". I also couldn't order these items on my phone while standing in the store looking at the stock on the shelf. Nor would it work on my wife's phone OR on the phone of one of the staff in the store. This was after the staff confirmed that the database showed the items were in stock. I suggested that by process of elimination, it would appear Coles have a system error. But no they just want to fob you off. Must be a time management strategy they are taught at universities these days.

UPDATE :
At least sending them a complaint feedback does actually worked, I really didn't expect that after the initial unhelpful customer service back and forth.

ORIGINAL POST :
If the issue you need help with isn’t extremely simple, DON'T expect real help. Anything slightly more complicated is either ignored or answered with a useless, generic template.

Every time I reply, a new agent with a different name takes over, and the previous conversation is clearly not read properly. They ROUTINELY IGNORE QUESTIONS and just paste canned responses without actually solving anything.

It can take them TWO FULL WORKING DAYS to respond, and when they finally did, it was just one LAZY, COPY-PASTED LINE that didn’t address a single thing I asked. See the attached Screenshot.

Coles, if you DON'T CARE about your online customers, just say it. What an ABSOLUTE DISASTER!

I dropped into the Logan Central store deli section on my way home. I wanted some deli ham. The young guy behind the deli counter was rude in how he addressed me and the title he used with me. He was obviously too immature to be doing the job he was doing as far relating to customers are concerned. Pretty sure he was a school student doing some part time work.

Online shopping
The only Item we needed not supplied
NO cheap delivery slots available for 2 days
after ordering.
Very poor!

Double charged at the petrol station. It’s been 3 weeks still waiting for refund 😡😡

Double charged at the petrol station, have called twice for refund and still haven't received. Absolutely atrocious

I place an order (order no. 214743741) on Monday 9 June 2025 for pickup on Tuesday 10 June for 26 items with a value of more than $350.

In the past, I placed several online order (both pickup and delivery) and didn't like their picking of items which quality may vary. For example, I got the smallest oranges and carrots and chicken meat with a lot of fat attached etc. This is because I'm not the shopping. The Coles staff who picked the items are doing so as a job and they're not picky at all. I got milk very close to the due date. So I stopped order perishable items online.

This time I ordered coffee beans which I thought it's safer. I'm wrong.

After ordering a variety of Lavazza 1kg coffee beans for $34.20/kg, Coles app popped up with the Oro Medium Roast $32 so I bought it as well because I tried it.

After collecting the items, I then realised the $32 is for half kg. So I felt cheated by the AI. I also blamed myself not looking closely enough.

Then I thought of returning the half kg coffee because Coles allows return. Right?

So I took the coffee to the shop where I picked up the items, then I felt trapped.

I cannot return the item just like return an item I bought from the store. Their process is different for online order. They didn't make it clear. This means there are two processes. One for normal shopping from store and the other is online shopping.

Coles of course only tell you how easy to shop. But they forgot to tell how difficult to return when you order online.

I was told by staff that I need to call the online hotline. So I called the hotline when I was at the store. Waited more than 10 minutes. When my call is answered, I need to quote all details about the order and then waited for the operator to verify.

After waiting for more than 20 minutes on the phone, I think I don't need to spend this much time to share my experience at Trust Pilot so other shoppers can learn from my mistake.

1. Be careful of "suggestions" which may be selling at the normal (most expensive) price although the item you ordered may be on special.

2. The item is not apple for apple. The weight, size and content may be different.

3. Do not order perishables because you're not selecting. Someone doesn't care about what you get. It's one of the many orders they have to pick everyday.

4. Return the online order should be the same process as to the store. ACCC may look into this. Why make customers to jump hoops? We're using computers right. So it's just a matter of synchronising the data.

I ordered online because I want to ensure that I can get what I ordered. But it's not. I ordered $350 but only get $309 because many items are not available.

I didn't allow substitution because I had a bad experience. The substituted items didn't have the same brand and quality although the weight may be the same. For example, if you order Tassal salmon, you may get Coles salmon. Are they the same?

When Coles and Woolworths dominate the supermarket, we (as customer) don't have much bargaining power. They can change the process to wear you out (like me) and give up my right.

The croissants taste like baby milk powder🤢

Tried to buy a loaf of bread and asked it to be sliced. Was shown a self service bread slicer. No hygienic items - hand cleaner, no instructions and all round stupid idea some moron probably got an award of the week. - Dangerous, unhygienic and all-round dumb and dangerous idea!