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Get it resolved quickly.
Liquorland is a liquor store chain owned by Coles Group with locations across Australia.
Customers have multiple ways to file a complaint with Liquorland, with calling the customer care line typically serving as the quickest option. Alternatively, customers can visit a Liquorland store in person to have their complaint resolved. Gather your order number and receipt and have them handy when filing your complaint.
Liquorland aims to resolve complaints within 30 calendar days, though simple complaints may be resolved on the spot by issuing a refund or replacement. Some issues you may face at Liquorland include lost or delayed orders, long waits for refunds, incorrect pricing or product availability, or damaged or expired stock.
If your issue is not resolved or you're unhappy with the outcome that Liquorland proposes you have options to escalate. Start by asking if your complaint can be reviewed by a manager or senior team member. You can also request a contact for Liquorland's head office to take it up the chain yourself.
Your State or Territory's Fair Trading or Consumer Affairs office can also assist in providing advice or mediating disputes for retail complaints. If you're still stuck, try out Ajust's AI Agent for more direction.
How to submit a complaint with Liquorland
You can submit a Liquorland complaint using the method that best fits your situation, but, for urgent issues, calling is usually the fastest option.
- Phone hotline: Call Liquorland Customer Care on 1300 300 640. Lines are available Monday to Friday from 8:30am to 9:00pm, Saturday from 9:00am to 9:00pm, and Sunday from 10:00am to 8:00pm (AEST). Have your order number, receipt, or store location ready. Ask for a complaint reference number.
- In-store: If the issue relates to a store purchase or service, speak directly with the store manager. Bringing the product and receipt often allows staff to arrange a refund or exchange immediately.
- Online form: If you want to submit feedback in writing, use the Coles Group online contact form and clearly state that your complaint is about Liquorland so it is filed correctly.
- Postal mail: For formal complaints, write to Liquorland at PO Box 480, Glen Iris VIC 3146. Include dates, store details, product or order information, and your contact details.
Keep a note of dates, times, and names of staff you speak with so you can follow up if needed.
After your complaint is lodged, Liquorland should acknowledge it and begin reviewing the issue. Liquorland will investigate the complaint by:
- Reviewing order records, delivery logs, or payment details
- Contacting the store involved for in-store issues
- Liaising with couriers or suppliers if delivery or product quality is involved
Simple issues, such as incorrect items or store-level problems, may be resolved quickly with a refund or replacement. More complex complaints that need further investigation can take longer. Liquorland aims to provide a full response within 30 calendar days in most cases.
Once a decision is made, Liquorland will inform you of the outcome. This may include a refund, replacement, store credit, apology, or further explanation. If you are not satisfied with the response, you can ask for the complaint to be reviewed further.
Common complaints against Liquorland
Certain issues appear more often in Liquorland complaints:
- Online ordering and delivery issues: Late deliveries, missing orders, or orders marked delivered but not received.
- Refund delays: Long waits for refunds after cancelled or partially fulfilled online orders, especially when orders are split into multiple shipments.
- Product availability and pricing: Items shown as in stock but later cancelled, price discrepancies, or advertised specials not honoured.
- Customer service experiences: Unhelpful or dismissive responses, scripted replies, or poor in-store interactions.
- Product quality: Expired or near-expiry stock, damaged items, or products that do not match their description.
Providing order numbers, receipts, and clear expectations helps Liquorland understand what went wrong and what resolution you want.
Liquorland complaints submitted through Ajust
At Liquorland Lane Cove, I was accused of trying to supply alcohol to my 16-year-old son simply because he pointed out a product on the shelf. I was refused service and felt publicly humiliated. I made a formal complaint because being treated like a criminal for shopping with my child is unacceptable. - Bradley
I was charged $25 instead of $15 for wine at Liquorland Newtown because two similar bottles were displayed side by side without clear pricing. When I questioned it, the response I received was dismissive and rude. I lodged a complaint because unclear shelf pricing and poor customer service shouldn’t leave regular customers feeling misled. - Michael
I placed an online order with Liquorland expecting one-hour delivery, but hours later it still hadn’t arrived and I was told to chase Uber myself. I had ordered for Christmas gifts and the delay completely disrupted my plans. I submitted a complaint because customers shouldn’t be left managing third-party delivery failures alone. - Darrelle
I felt genuinely uncomfortable shopping at Liquorland Merrifield Mickleham after repeated interactions with a staff member who made inappropriate comments and left me feeling uneasy. I shouldn’t have to avoid a store just to feel safe. I made a formal complaint because customers deserve a respectful environment, and I want reassurance this behaviour will be addressed. - S
How other consumers Liquorland complaints got resolved
Delayed refund after cancellation: A customer cancelled an online order and waited weeks for a refund because items were stuck in transit. After repeated follow-ups and providing tracking details, Liquorland processed the full refund.
Lost delivery with multiple attempts: A customer’s order and replacement both failed due to stock and delivery issues. After several calls, Liquorland issued a refund when no suitable replacement was available. In similar cases, some customers have successfully requested store credit or a goodwill voucher.
In-store service issue: A customer experienced rude service when returning a faulty bottle. After calling customer care, the store manager contacted them, apologised, and arranged a refund and replacement.
If your complaint is not resolved through initial contact, escalation is possible.
- Ask the customer care representative to escalate the matter to a supervisor or case manager.
- Follow up in writing using the Coles Group contact form or by post, referencing your complaint number and summarising what is still unresolved.
- If store-level resolution fails, request that Liquorland head office or Coles Group Customer Relations review the case.
- Keep records of all interactions, including dates, names, and any promises made.
If Liquorland does not resolve your complaint within a reasonable time, or the final response is unsatisfactory, you can seek external assistance.
- State consumer protection agencies: Contact your state’s Fair Trading or Consumer Affairs office. These agencies can provide advice and may help mediate disputes.
- ACCC: You can report issues involving misleading conduct, systemic problems, or potential breaches of consumer law. The ACCC does not resolve individual disputes but uses reports to identify broader issues.
- Privacy complaints: If your complaint involves mishandling of personal information, you can escalate to the Office of the Australian Information Commissioner.
For most retail disputes, state consumer protection agencies are the primary external pathway.
- Liquorland contact page: https://www.liquorland.com.au/help/contactus
- Liquorland returns and refunds policy: https://www.liquorland.com.au/help/termsconditions
- Liquorland FAQs: https://www.liquorland.com.au/help/faq
- Coles Group contact page: https://www.colesgroup.com.au/contact-us
- ACCC consumer rights: https://www.accc.gov.au/consumers/consumer-rights
- Consumer Affairs Victoria: https://www.consumer.vic.gov.au
- NSW Fair Trading: https://www.fairtrading.nsw.gov.au
- Office of the Australian Information Commissioner: https://www.oaic.gov.au/privacy/privacy-complaints
Liquorland Complaints FAQs
How do I submit a complaint to Liquorland and which contact method is fastest?
Liquorland complaints can be submitted by phone, in-store, online via the Coles Group contact form, or by post, with phone usually the fastest option for urgent issues. Calling Liquorland Customer Care on 1300 300 640 during operating hours can lead to immediate acknowledgment and a complaint reference number. For store issues, speaking directly to the store manager with your receipt may resolve things on the spot. Always keep records of dates, names, and your order details.
How long does Liquorland take to respond to a complaint?
Liquorland aims to provide a full response to most complaints within 30 calendar days. Phone complaints may be acknowledged immediately, while written complaints are typically confirmed by phone or email once logged. Simple issues like incorrect items or store-level errors may be resolved quickly with a refund or replacement. More complex matters, such as delivery investigations or split-order refunds, can take longer depending on supplier or courier involvement.
What are the most common complaints about Liquorland online orders and refunds?
Common Liquorland complaints involve late deliveries, missing orders, refund delays, pricing discrepancies, and product quality issues. Online orders marked as delivered but not received, cancelled items shown as in stock, and split shipments causing refund delays appear frequently. Clearly stating whether your issue relates to delivery, refund processing, pricing, or service quality helps route it faster. Including order numbers and receipts strengthens your case and reduces back-and-forth.
What can I do if Liquorland does not resolve my complaint?
If Liquorland does not resolve your complaint, you can escalate internally or contact your state’s Fair Trading or Consumer Affairs agency. First, request escalation to a supervisor or head office and reference your complaint number in writing. If the outcome remains unsatisfactory, state consumer protection agencies can provide advice and mediation. For systemic consumer law concerns, you can report the issue to the ACCC, although it does not handle individual disputes.
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