Coles Supermarkets Australia
Reviews and Complaints

I have been always shopping at coles for my iced coffee and have just found out it will no longer be available in your stores. Why does it need to be taken off the shelf while you keep the standard and the strong... Bring back the one please we are sick of you getting rid of items we buy as you do not sell it anymore I will have to now shop at foodland

I asked to a lady at the bakery dept this morning on 7th May 2017 to have a thicker slice on a loaf bread. The woman manager with the white shirt ( either Srilangkan / Pakistanese / Indian ) look REFUSED to do my request and she refered to the toast and sandwich breads that have been cut in the same thick slices. If the cut was thick on the toast bread, I would not ask for that help. But these cut ware thin on both type of breads. She said to the lady who wanted to serve me that the only thickest cut it can do. So, I did not buy the Coles bread instead. How dare she serve the customer like that ?. Chadstone Coles offers the same service to customer better than this woman does. I am very disappointed to that woman, I am Coles CUSTOMER . Apparently Coles has employed bad manager who give regular customer bad image to the store and I hope Coles will educate this woman more towards better customer service in the future. This was very very bad attitude toward customer. The score is ZERO CUSTOMER SERVICE.!

Went shopping at 4.30 last night to Coles St Agnes as usuall, got Burritos for tea, got all the items to go with the recipe, went home started cooking the chicken, while chichen is cooking got the capsicum, cheese etc in the dishes, all ready so i served myself first as my son was not ready, just finished eating the first one when my son said yuk there is mould in the cheese, i got up and put my glasses on and yes mould, i did not wear my glasses while cooking, dont get me wrong it was not full of mould but that is not the point, have the rest of the cheese with mould in the fridge with the docket, but just to hard to go and take it back, Coles does not give a rats, will not buy Coles items again, its not the staffs fault, they are nice there, in future i will also be wearing my glasses when i cook, thinking about eating mould YUK.

I recently purchased a few packets of Coles Brand Microwavable Black Rice and Quinoa. Both of which had little gritty particles of what seemed to be dirt/crushed rocks.
I did not record the Quinoa as I dismissed it as a once off but when I found it in my black rice I was pretty upset and annoyed as it could have caused damage to teeth and fillings.

I have kept grit and packet

I was waiting in line to be served at the deli it was a saturday it was quiet busy as there was only one lady serving she was very fast and polite to each and everyone the other young girl on the other hand was rude all she was concerned with was writing on the glass when I asked if should help her reply was I'm busy how rude I hope she is not management

To whom it may concern,

I have contacted you through this medium twice already, alas I have yet to hear anything about a very serious issue. We bought purr pouches for our cats, always do. I was shocked to find our youngest cat chocking on the bone whilst having their evening supper!

At first we weren't sure of the issue and why he couldn't breathe, my fiancee was horrified and screamed out that our cat was barely able to breathe, he was choking. I am a medical scientist and luckily thought quickly to unpack my surgical kit, using a pair of medical forceps, whilst my fiancee prised our cats mouth open.

I saw the bone, that had pierced the roof of his poor little mouth. Our cat had a mouth perforation and thusly, we had to treat him with antibiotics afterwards. I have attached in the photos with this complaint, the size, date and package information. Please contact me as soon as possible; I am truly horrified that I have yet to hear any response. If I do not hear a response soon, I will take this to social media. I am appalled, our cat, whom we rescued and paid money to do so and have nurtured could have died that night, without me having surgical knowledge and my fiancee and I thinking quick. We only shop at Coles, but have deeply decided to take our business else where. Considering we have two cats, we have stopped buying purr altogether, since this horrendous and traumatic incident.

I'm not sure how Coles can make up for this, how is a desirable resolution found in such an instance? I shall leave this with you consultancy and I hope to hear from you in the next 48 hours.

If not, my fiancee who is a journalist and has been waiting for your response patiently, will have no other option to publish the story.

I am at a loss, as to how this has somehow been manufactured and missed, but in any case, it could have had the most devastating effect thereafter. I truly hope this was a one off incident, but quite frankly, it shouldn't be an incident at all!

Yours respectfully,

James Cutting

Dear Sir/Madam
I want to make a formal complaint after buying three faulty Optus Prepaid sim from Coles Liverpool 723
I bought the sim on 22.4.2017. Receipt number is 3110. The person who served meon that date is Sabrina, store manager is Matthew Hamilton.
Today, I tried to activate but none of these sim are activated because they are not validated. I called Optus and they said we have to return the faulty sim to the store we bought them. They cannot activate the faulty sim for us because they are faulty. The sim are faulty absolutely!
I came back Liverpool store and the supervisor there, whose name is Devi, refused to exchange new ones. She said that the sim were opened and that is our fault. She did not agree to exchange the new ones, except the sim still NOT opened. She threw Coles policy of refund, exchange to us and said: “After you opened the product, we are not responsible to exchange or refund because it is a policy from Coles”. She did not try to understand the problems and did not understand Australian Consumer Law by herself. Then, Devi walked away and ignored us.
Other staff, her name is Felicia, was more patient. She tried to call around to solve our problem. But all managers she contacted said that they cannot exchange new ones because the sims are opened. But if we did not open the sim, how can we know they are not validated.We bought the sim because we want to use it. We open the sim to activate and not open it for fun. Felicia then advises us to go to Optus store in Westfield Liverpool. Staff from here tried to activate it but the sim still are not validated. They told us the sim are faulty and we need to replace new ones
We came back Coles Liverpool and talked to other supervisor (or manager). She called around but could not solve problem. She took my number and promised to contact me as soon as possible. But she gave us the same solution: “Coles is middle man and not responsible for Optus’s faulty products. Coles cannot give customer refund or exchange because the system does not allow it”
I want to make complaint about Devi’s behavior as well as her performance relating customer care. We have problem after buying items from Coles. We come back to Coles and ask for assistance to solve problem. She tried to blame on us all problem and did not want to understand our issues. I wonder whether or not Devid was trained to be supervisor as the way she did actually send customer away, and when we walk away from Coles, we will never come back. Simply like that. If Devi is continuously to be employed as supervisor in Coles Liverpool, I absolutely dissatisfy with her performance (and disappointed to Coles as well)
About the Optus sims, until now, no one talked to us (from Coles) even our number is taken. We bought the sim and expected the sim are workable. If we know that after buying the sim and they are not validated and we do not have any opportunity to have a refund or exchange, of course, we never bought from Coles. This is the strange policy that violate consumer's right. We understand that Coles is the middle man and retail stores. But not because of being the middle man, Coles does not have duty of care relating products they sold to customers. Coles should have duty of care to us and cannot deny this responsibility under Australian COnsumer Law. The Australian Consumer Law sets out consumer rights that are called consumer guarantees. These include consumers' rights to a repair, replacement or refund as well as compensation for damages and loss and being able to cancel a faulty service. Repair, replace, refund. It is quite wrong when Coles refuse to give customers' a refund or exchange. If the item is faulty, I have rights to a refund or exchange because I bought the sim in store not online. Coles cannot set up any policy relating to refund and exchange that violate Australian Consumer Law. That is illegal.
Coles’ Refunds, returns and exchanges is misconceived
I read on Coles website as followings:
“If you’re not happy with something you’ve bought or you’ve simply picked up the wrong item, please ask for assistance from our Customer Service Desk team.
On our Coles branded products our promise is to provide you with high quality products to enjoy every day. If you are not 100% satisfied, let us know and we’ll happily give you a full refund or replacement - that’s a guarantee you can count on”.
However, the sim we bought are faulty product. It does not mean we not happy with the sim we’ve have bought or we’ve simply picked up the wrong item, the sim is not validated and does not work. Coles sells faulty products and refused to exchange them. Coles actually is not a guarantee that customer can count on
I ask Coles to solve my problem as soon as possible and exchange new sim cards. The money is not an issue. The issue is that Coles sells faulty products and staffs blamed all responsibility on consumers. This violate Australian Consumer Law . Could I continue to trust Coles and buy products from Coles? I still wait for the answer from Coles.
Chung Duong
[protected]
Address 3/15 Myall Street Cabramatta NSW 2166

To whom it may concern,

I am informing you of a highly disturbing matter which I was confronted with. As I was preparing dinner for myself I noticed a magget on a chicken Kiev that I went to place in the oven. I couldn't believe my eyes. I was that horrified that I threw it straight in the bin.

I have been shopping at Coles for years and never have I been disgusted as much as this. I always preferred Coles over Woolworths and other supermarkets but I have been put off of your products so much now that i won't be shopping there again. That is just not acceptable on any level at all. I expect to hear back from someone at the most convenient time for you.

I also expect someone to thoroughly look into this. It makes me wonder how old your food really is when placing it out on your shelves for the public to purchase. Absolutely disgraceful

For the 2nd time this year team member Cecilia in the self service checkout at the victoria park coles has stood over us the entire time of our shop. When we asked if everything was ok she said yes that she could check at anytime if we were stealing. We said well we arent her responce was i belive you. Only for us to leave the store and be chased down and accused of stealing again. Which was also proven to be a false accusation!
I am a wesfarmers management team member of 9 years and the conduct of this employee was atrocious she was laughing at us when she said she believed that we were putting everything thru correctly then chases us down and embarasses us in front of the entire store.
Not happy at all and am more inclined to do my weekly shops elsewhere from now on.
Kind Regards
Rachael Caldwell
[protected]@rocketmail.com
[protected]

I purchased a packet of Coles branded 'mixed berries' on 20/04/17, batch number
CF70032-8 with expiry date 03/01/19. Upon opening it, I found a hair attached and embedded into one of the berries. I was disgusted and didn't want to risk eating any of the berries, not knowing if there was more hair amongst the packet. I would expect the quality control would be better than this.

At 11.18 am 29 April 2017 I returned to my car to find this vehicle rego 159XAR jammed up against the front of my vehicle and was not happy to see this as I always park in such a manner to ensure I'm not parked close to other vehicles as both a courtesy and to prevent my vehicle from being damaged. Obviously the person driving this vehicle neither owns it or has consideration for other road users and probably does not care for the organisation he/she is supposed to be representing. I have also found minor damage on my car not doubt caused by this rude person who should neither be allowed on the roads or to work for your organisation as from this action they don't care.

I have photos provided photos.

Coles just don't seem to get it. Presumably you want happy customers.

The cheapest way would be to treat your customers as you would like to be treated yourselves and open all checkouts all the time.

It just doesn't make sense to have checkouts closed at any time.

Having checkouts is real penny pinching and for no sensible reason.

Among my friends and other 'queuers' checkout availability are the biggest frustration.

Around 622 am Southgate Sylvania coles..cigarette section. I asked for 25 Rothman I gave her 50$ note she gave me ciggies with some few cents...I said sorry but I gave you 50$ she said and look in her registere claiming she's got 4 of 50$ start with..I couldn't believed this lady was saying this to me I also know how much I gave her and how much in my wallet by this time some Lady manager seems to be closed by while other Lady calling for security. I just can't believe what I was seeing..now they intend to intermediate me by calling security without my 50$ nor the cigarette .? I just couldn't believe what was going on. Aventually I got my money back thrown at me in change instead of my original 50$ note. I've asked the lady earlier that gave me wrong change to check the camera and by now another Lady came up and asking me for my name to able to give my money back and that they can't check the camera if she has made this mistake. This kind of things makes people flip.. won't be long some people would really get hurt by this stupidity. ..even tried to intermediate me with their Security so I would just go away without my 50$. Are you kidding me what kind of staff you have working for you. And band me from the store because you short change me. Staff at Southgate coles. Are better than the bank robbers they take it from vunarable people like me..and being coloured skin. Racists! I will let all my people know to point out how much money you handing to them stupid on drugs staff at coles..or they will try and kick you out without anything at all including your money being from a different background.
FYI. I'm an Australian I was even in..A.D.F.
Smart Security coles have I must say..if he had touch me he would have lost his license and I could have broken his arm for free. Check the cameras .

I went into Coles Devonport Tasmania on the 21st of April 2017 and purchased an 4GX HD mobile phone that was on special for $79 and it was the last phone on the shelf. When I got home I opened the box to the new phone I had just bought in front of my Mother and sister in-law and my 5 children I noticed immediately that the screen was scratched really bad and it looked to be an older version of the phone I just bought, it had already been activated and had a screen lock on it. My family advised me take it back to find out why this happened. I was confused. I spoke to someone at the customer service desk and she immediately said that I had put the old phone in the box and am trying to scam them. I don't have a criminal record and I wouldn't think of something like that. I was shocked and extremely upset by the way I was treated I started crying in front of heaps of people that was waiting to be served, they decided to calk the floor manager down and he straight away accused me also. They went to see the store manager and they said they won't do nothing about it, then they gave me a replacement old store phone they found out the back it was a used Telstra Slim plus that was dented and scratched, they took the receipt off me and told me they are sending it back to Telstra for investigation, I offered Coles my details. Also on the receipt I noticed a flybys number on it and I don't have flybys at all. The replacement phone no longer reads my sim card I received with the phone Coles gave me. I want to know what is going to happen about this? because I have been called a liar and a scammer, when all I did is buy a mobile phone and it was their mistake it contained the wrong phone in the box. I am very frustrated that I have been ripped off $79 when I'm on the pension with 5 children.

We are very regular customers who shop at this Coles Mon to Fri for our business and spend a good $300 sometimes more at a time. Every morning we shop at this Coles we are treated rudely by the bakery and deli staff. There is no rush to serve us and also repeatedly hearing the bakery staff "###" about us as we walk by. Have complained twice to the managers on duty and asked to be apologized to by one bakery staff (female) which never happened. This is absolutely disgusting customer service. The only thing that makes up for this is the two ladies on the front counters (Michelle and Greta). What is the next step for us to make us come back to this Coles?

Very bad experience with 2 customer service employees at coles the glen.

Sent feedback, contacted via facebook, no reply.
The company doesn't care. So why promise improved customer service if you can't deliver?

Anna: not willing to help. I overheard talking to her colleagues "I could not work because customers keep bothering me!". Doh! You're working in customer service! If she is not willing to help then move her to the back please as I am just sick always seeing her face at self-serve checkout.

Also coles just recently changed the self service counter to limit to 12 items max - which I wasn't aware of the new change yet - and she was sooo rude in pointing my "mistake".

Linda: I was sooo shocked with the way she talked back to me about getting a raincheck. Oh dear, of course I understand raincheck only applies to catalogue item! The item was out of stock, it was in the catalogue, and I was politely requesting rain check. No need to be rude to me and not apoligising for her mistake.

Please do something!
The store is generally pleasant, but these 2 people anna and linda should move to the back warehouse area, away from customers if they are not willing to help customers.

I am regular customer for coles summerhill shop. I bought a headphone from your shop dated 20th april. But I am sorry to say the headphone is defective. It has happened to me three (3) times. First time, I thought it's a one-off thing but in my opinion, the product is not relaible enough. I tried to tell your store senior store staff but she didn't record or informed authority about the defective of the product. I have ran out of pattience so I am writing a written complaint. Could you check it out if I can get an ok headphone. It has happened to me thrice and I can't get time to come back and forth for headphone. Please make sure it happens to a regular like me or anyone else. It is harassment in my opinion for regular customer. Thanks kind regards

On Numerous occasions i have brought the Coles brand pasta and the San Riemos Pasta and after washing it and doing it has been unsatisfactory and un eatable and has had to been throughn out . This in past 2 weeks i have tried and my family have complained that it is gluey and un eatable. Unfortunately we do not keep the receipts and the products have been binned. I have bank statements for my grocery shops so i can give you dates.

I went to Engadine coles to buy a few things on 19th April 2017. I accidently scanned a product twice as I was at the self service counter. The product was Cobs Glutten Free Popcorn. I call the attend and she took the product off. Walking to my car I noticed that it was still showing the product twice, so I walked back and spoke to the girl, as she advised that the minus does not show on the docket but she can show me on the machine that she did take off the product. I said ok, but that should show cause people would want to see it. She just said the new machines don't show it. I went home and added it all up and it did not add deduct the product, it still added onto the total. I doubled checked this. I phoned the store and spoke to Maree and I explained to her what had happened as above. She also confirmed that it does not show on the docket. I explained to her that it might not show on the docket but it does not deduct the item and still adds up to the total amount. Mind you, the amount is only $1.65 as the item was on special. I advised her of this amount over the phone, and her response was, "well for only $1.65 just come in and I will give you the refund. Excuse me! This was not the issue, the issue was that the amount deducted does not deduct from the total amount. She then continued to say to come in and bring the docket into the store as this will need to be explained to head office as they need to be told. How many people will be caught with this, thinking that it has been deducted when it hasn't, no everyone checks, well sorry to say I do, as at the moment I don't have a job and this is not the first time it has happened. Though this time I will do something about it. You know that the Engadine store is the worse store for customer service I have come across. I go there cause it's close to where I live, but with that attitude I would rather drive 20 mins to the next store. I really don't know how people get jobs with attitudes like that. "only a $1.65" honestly. The docket is attached below. I just wanted to go directly to head office with this as that is what Maree said she needed to do, but I really didn't believe her cause of her attitude. I do appreciate your time, but please accept my apologises if I am incorrect. thank you for your time in this matter

I am a customer of your Vic park store in Wa and used to buy your Harvey beef slightly marinaded beef roast, it was always excellent and would calve like butter. For some reason you no longer sell this so when I saw the Margaret River beef roast that looks like exactly the same cut i snapped it up. Unfortunately this is totally inedible. It's tough, chewy and tasteless. Bring back the Harvey beef will you as the new brand is disgusting!