Whilst I have always found that the employee Coles delivery drivers are prompt, friendly and professional, I have had several appalling experiences with Coles delivery partners. The Coles Help Centre last week advised that in my area they were using Door Dash as their delivery partners. I reported the partner delivery mistakes at the time to Coles, but am extremely dissatisfied with the response.
For example, last week I placed a grocery order for an unsigned grocery drop for Friday 27/5/22. Even though I was home that day, Iâm still being cautious about close contact, and Iâm happy to have my groceries left at the front patio and bring them inside myself. At lunchtime I received a grocery delivery meant for another customer. The driver had left so quickly that I wasnât able to catch them to let them know there was a mistake. I promptly telephoned the Coles Help Centre, explained the situation and asked if the driver could be contacted immediately to come back, collect the groceries and take them to the correct customer. I assume that my own groceries might be with the driver still. I was placed on hold several times while the call centre staff member kept coming back to me and asking me to repeat my story. This took so long that while on hold I texted the Coles Help Centre which told me to keep the other customerâs groceries (what the!!), re-order my own groceries, pay for them again and I would receive a refund for the missing groceries in a few days time. Then I received a text message from Coles saying that my groceries would be delivered in a couple of minutes time. Instead, yet another customerâs grocery bags were dropped off by a partner delivery driver.
Customerâs names are printed on each grocery bag, so I donât know exactly if the problem is that the delivery partner drivers are not given the correct address for each customer, or that the driver cannot read. I honestly donât know because Coles never explained what went wrong.
I did not receive my own grocery order AT ALL that day. Not only did the Coles Help Centre say that nothing would be done to collect the deliveries and take them to the correct customers, but I was told to re-order my own groceries and I would receive a refund in several days. But I could keep the other customerâs groceries. Appalling!
On another occasion In 2021 my groceries did not get delivered at all, and after a great deal of chasing by me it turned out that the delivery partner driver had simply not going to work that day, yet nobody at the Coles store did anything about hiring a replacement delivery driver, or seemed to notice that my groceries were still there at the store ready for collection. It is shocking to me that the system is so slack that nobody noted that a delivery partner did not go to work, nor that customerâs groceries went uncollected at the store. call to not contact me to notify me that there was a problem. I had to contact them, and because it was a Friday night they call Centre was closed. I finally got hold of them the next day and once again was told that I would receive a refund but would have to re-order my groceries. There was no offer to have the store repack my groceries and arrange for their delivery to me. Oh, I was offered a credit of $14.10. I have no idea what that amount relates to. It is not the amount of the delivery fee nor a percentage of the cost of my missing groceries.
Even when I escalated my complaints there was no assurance that the problems with delivery partners would be fixed.
The quality of the delivery partners is substandard, and the delivery system, or lack thereof, leaves it to customers to notify Coles of a problem. It does not appear that store management is actually managing the quality of their delivery service, and the complaints system simply puts it back on the customer to reorder and wait for a refund.
I have now gone over to Woolworths and cancelled my Coles Plus delivery subscription.