How to file a complaint and get quick results from

Coles

Coles offers multiple ways to submit complaints designed to suit how you shop. Whether it’s about an online grocery order or an in-store experience, you’ve got fast, effective options to raise your issue:

📞 Phone:

• In-store issues: Call 1800 061 562 (Mon–Fri 8:30am–6pm, Sat 8am–4:30pm).
  
  
• Online orders: Call 1800 455 400 (Mon–Fri 6am–1am, Sat–Sun 7am–10pm).
  
  

📝 Online form: Visit Coles’ Contact Us page to fill out a complaint form. Include store details, your order/receipt number, and a clear description.

📧 Email: Send a complaint to coles.customer.care@coles.com.au. Attach receipts or photos to speed things up.

💬 App or Live Chat: Use the Coles app or the 24/7 Help Centre on their website. Live agents are available during business hours if the chatbot can’t resolve your issue.

👥 In-store: Speak with a store manager or the customer service desk, many issues can be resolved on the spot.

💡 Pro tip: Keep things calm and clear. Share when, where, and what happened, plus what outcome you're after (refund, replacement, apology). That helps Coles fix it faster.

Once your complaint’s logged, Coles follows a consistent resolution process:

1. Acknowledgment:
You’ll get a confirmation either verbally or via email. They’ll give you a case or reference number.

2. Internal Review:
Your complaint is routed to the right team, whether that’s an in-store manager or the online support unit.

3. Investigation:
Case managers check records (e.g. CCTV, order logs, receipts). You might be asked for more info like photos or receipts.

4. Timeline & Communication:
While Coles doesn’t give firm timelines, many issues are resolved within a few days, especially refunds for missing items or pricing errors. You’ll get updates via phone or email.

5. Resolution:
Outcomes vary: refunds, credits, replacements, apologies, or goodwill gestures (like vouchers).

6. Closure:
Once a resolution is delivered and accepted, Coles closes the case. If more action is needed, they’ll let you know (e.g., if it’s escalated to senior staff).

Here’s what customers most often raise:

• ❌ Missing or wrong online order items
  
  
• 🥩 Food quality issues (spoiled, expired, or damaged products)
  
  
• 💵 Pricing errors at checkout
  
  
• 👎 Rude or unhelpful staff
  
  
• 🏅 Loyalty point problems (Flybuys not credited)
  
  
• 🔁 Refund or return issues
  
  
• 🛒 Stock shortages or misleading specials
  
  
• ⚠️ Unsafe conditions or trolley problems
  
  

Most complaints are solvable once raised—and Coles is generally fast to respond when you use the right channels.