Customer praises Coles response to baby formula error

·News Reporter
·3-min read

A Coles shopper in quarantine has praised the supermarket’s staff for their quick resolution to a mishap with her online order.

The woman and her 16-month-old daughter are currently in quarantine at the Howard Spring facility in the Northern Territory after returning to Australia on an overseas flight.

After preparing a Coles online order, she was very upset to receive a tin of baby formula which was sealed shut.

Frustrated and disappointed after receiving the sealed tin, she spoke to her husband Parag who shared their annoying situation on the Coles Facebook page.

“How stupid is Coles delivery? My family is doing quarantine in Howard Spring Quarantine facility,” he wrote.

A Coles customer became distressed after she received a sealed tin of formula while in quarantine. Source: Facebok
A Coles customer became distressed after she received a sealed tin of formula while in quarantine. Source: Facebok

“My wife ordered baby formula from Coles in Howard Springs, and they delivered a SEALED baby formula box. Does Coles expect people to open sealed boxes at home?

“She is in quarantine so no one will help her to open the box. She can't go to Coles to get it opened.”

Others commented trying to help, suggesting she attempt to open the tin from the bottom with a can opener instead of from the top.

But after contacting Coles, the family received an unexpected response.

The store promptly replaced the formula with an unsealed tin the same day.

The entrance to a brightly lit Coles supermarket in Ropes Crossing at dusk.
The family was surprised at the quick response from the retailer. Source: Getty Images.

Parag told Yahoo News Australia that despite being upset with the mistake originally, the family was extremely grateful for their fast response in fixing the mishap.

“My wife did get the baby formula the same day. We are so happy that they corrected their mistake so quickly,” Parag told Yahoo News.

“Everyone makes mistakes and I am sure the people who were delivering it had good intentions, but they didn't realise.”

Shoppers thank Coles staff

It’s not the first time customers have praised the staff members at Coles. A woman named Lisa Biscoff recently said thank you to the essential workers at her local Coles in a video posted on social media.

The video pans over a box of Kit Kats with the caption: “It’s time to say thank you” as the song Be Strong by Delta Goodrem plays in the background.

“Just bought this whole stack of KitKats from Coles,” Ms Biscoff says in the video while off-camera.

The woman thanked essential workers in her video. Source: TikTok @lisabiscoff
The woman thanked essential workers in her video. Source: TikTok @lisabiscoff

“I’m giving them to the store manager and she’s going to distribute them to her workers,” she says.

“Thanks, Coles, keep up the good job.”

She told Yahoo News Australia that the box contained 32 chocolate bars for staff members and that the store manager was very grateful.

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