Coles shopper 'fed up' with disappointing delivery

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A disappointed Coles customer has lashed out at the grocery giant on social media following an online delivery mishap, as Covid-19 continues to put pressure on essential workers.

A Twitter user shared two posts slamming Coles’s Sydney delivery service, after discovering half of his grocery order dumped on his front porch without bags.

“Staff or delivery drivers left so many food items on the floor, not bagged despite the fact that I paid for them,” they wrote.

“I’ve made two numerous complaints for previous issues in vain, and I’m just fed up with their lack of service.”

1 bag of packed groceries from Coles on wooden floor surrounded by groceries on the floor with no bag. Source: Twitter/@9viewpoint
The customer said he had been dealing with the Rouse Hill store in Sydney's North Western suburbs. Source: Twitter/@9viewpoint

In an image posted with the Tweet, produce items can be seen laying askew on the ground with dishwashing liquid next to a bag of groceries.

A Coles spokesperson has since confirmed with Yahoo News that increased pressure on Coles Online has been caused amid surging Covid cases, which is causing online order disruptions.

‘How is this acceptable?’: Customers slam order cancellations, hold times

Other Coles customers have taken to Facebook to ask the grocery giant why their orders are being cancelled.

“Online indicated that my direct to boot order was ready for collection. But on attempt, the store advised me that my booking was cancelled,” one customer wrote.

“I was told to call customer service to sort it out and was waiting on hold for an hour.”

Other customers have been posting about customer service hold times on Coles’ Community board as well.

The Coles Supermarkets online order processing depot in the Orion Centre and a group of delivery trucks at Springfield, Queensland. Source: Getty Images
Customers using the Coles Online service may experience delays over the next short while. Source: Getty Images

“I had my delivery cancelled in the last 15 minutes of the delivery window and I received a text message asking me to call them to reschedule,” another customer wrote.

“I then proceeded to wait on hold for 35 minutes. At the 40 minute mark I’m on hold and I’m told it will be another 20 minutes.

“After an hour I just gave up. Today I call back and I’m told the wait time will be 35 minutes - how is this an acceptable way of dealing with customer communication?”

Coles reveals reason for online order ‘frustration’

A Coles spokesperson has confirmed with Yahoo News that Coles Online has been overwhelmed amid increased demand, as team member isolations continue to cause delays.

“The surge in COVID cases in the community has resulted in increased demand for Coles Online,” the spokesperson said.

“We are working hard to deliver our increased capacity while dealing with team member isolations, which has unfortunately resulted in the need to cancel orders on occasions.

"We understand this has caused some frustration and we appreciate our customers’ patience during this time.”

In response to the increased demand for some grocery items, Coles has also recently implemented purchase limits on key items.

Covid-19 Home Test Kits are limited to one pack per customer (excluding WA), and meat such as chicken breasts and thighs, mince and sausages are all limited to two packs per customer.

Coles’ rival Woolworths has recently responded to staff isolation and increased demand by implementing a system where item substitutions are automatically activated on all online orders.

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