Very disappointing experience with Coles online shopping.
I waited over 25 minutes to receive my groceries, which unfortunately isn't the first time this has happened. I'm genuinely curious what the average turnaround time is meant to be, because the wait regularly exceeds what feels reasonable.
When I arrived home, I discovered more than 14 items were missing, the equivalent of three full bags (one tray) that were never given to me. I tried calling the store multiple times with no answer. When I finally got through on another call, I was transferred to the online shopping department, which also did not answer.
As a result, I had to drive all the way back to the store to collect the missing items. After returning home again, I found that two items were still missing.
The entire process was frustrating and inefficient. The phone support system in particular is disappointingly poor. If I call the store, I expect to speak to someone at the store, not be transferred to another department that doesn't answer at all.
Overall, this experience wasted a significant amount of time and effort and shows a lack of care in both order accuracy and customer support. read more