Coles employee’s shocking fail with baby formula order

Brooke Rolfe
·News Reporter
·2-min read

Parents of a baby have been left gobsmacked at a Coles employee's shocking fail with a tub of formula.

The frustrated dad of an infant made his irritation clear in a post to Twitter this week, criticising the supermarket's Click and Collect service. 

Accompanying his fiery complaint to the social media site on Wednesday, he attached a photo highlighting the reason for his terse words.

It was a tub of baby formula that had been handed over with a security tag on around its lid, preventing him from being able to get it open. 

A Coles employee left the security tag on a baby formula tin. Source: Getty
A Coles employee left the security tag on a baby formula tin. Source: Getty

"Another Click and Collect classic – good job we didn’t need to feed the baby urgently," he wrote sarcastically. 

He added how inconvenient the shortfall was, as it required him to return to the store and explain why the security tag was still on. 

"So I now need to return to the store, explain I didn’t steal it and get them to open it – what a fantastic service," he wrote. 

It was not clear which store's Click and Collect service he was using, or the brand of baby formula he bought. 

Baby formula is highly sought-after in Australia, particularly by shoppers known as Daigous, who purchase bulk quantities to sell online to people in China

Demand skyrocketed in China after baby formula manufactured locally was in 2008 found to be contaminated with melamine – a chemical that resulted in a handful of baby deaths and 300,000 babies suffering ill effects. 

This security tag caused major frustration for a pair of parents. Source: Twitter
This security tag caused major frustration for a pair of parents. Source: Twitter

Chinese-made baby formula is also generally perceived to be of inferior quality to that manufactured in Australia. 

A Coles employee responded to the shopper's complaint saying they were "disappointed" to hear of his experience.

"Thanks for taking the time to bring this to our attention. We're disappointed to hear this as we expect our Coles Online service to be convenient and reliable and we're sorry this wasn't your experience this time," they wrote in a reply. 

The employee encouraged the dad to contact the supermarket's online team so the matter could be followed up. 

Yahoo News Australia has contacted Coles for further comment.

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