Tried to complain to Coles but got ignored? We’ll help you escalate it.
How to submit a complaint with 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).
Common complaints against Coles
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.
Real complaints submitted through Ajust
I visited Coles to buy a discounted roast, but my partner was charged twice-once at full price and again at a partially adjusted rate. When he asked for help, staff treated him with suspicion, even suggesting theft. We eventually got refunded, but the disrespect was unacceptable and deeply upsetting. - Billy
A staff member at Coles falsely accused me of stealing. I was humiliated in front of other shoppers and left the store feeling anxious and shaken. I've shopped at Coles for years, and to be treated like this without cause was devastating. -Kenneth
At Coles Northam, I felt unsafe as young staff raced around pushing delivery carts, forcing customers aside. After nearly being hit multiple times, I raised it with the manager-but nothing changed. It felt like customer safety wasn’t a priority. - Ivan
While trying to correct a pricing error, my partner was treated like a criminal. A staff member suggested reviewing camera footage to prove he didn’t steal a roast he’d just paid for. We were shocked by the tone and accusation-it turned a small issue into a really upsetting one. -Billy
How other Coles complaints got resolved
🛒 Online Order Issue: Vanessa missed several items from her online grocery order. She called Coles and received a refund + $10 voucher within four days.
💸 Checkout Error: Stephen spotted a cereal scanning higher than the shelf price. Coles honoured their Scanning Code of Practice and gave him the item for free.
😠 Staff Behaviour: Maria complained online about rude service. Within 48 hours, Coles called her, apologised, and mailed a $20 gift card.
Not satisfied with the first response? Here’s how to push further:
- Ask for a supervisor: During a call or chat, request escalation. A manager may offer better solutions.
- Follow up in writing: Reference your case number and explain why you’re unhappy with the outcome.
- Contact head office: Write to Coles Group, 800 Toorak Rd, Hawthorn East VIC 3123. Clearly mark as an “Escalated Complaint.”
- Use social media (tactfully): Posting on Facebook or X (Twitter) can prompt action, but always be polite and factual.
- Request internal review: Ask for a senior resolution or dispute review team, especially if the issue is serious or prolonged.
Coles has strong internal escalation pathways. Most complaints that reach higher tiers are resolved fairly quickly.
If Coles hasn’t resolved your issue, here’s where to go next:
- Consumer Affairs/Fair Trading: Contact your state’s consumer agency (e.g. Consumer Affairs Victoria, NSW Fair Trading).
- ACCC: Report broader or systemic issues to the ACCC.
- Health/Safety: Found something dangerous in yourfood? Report to your state’s food safety authority.
- Small Claims Court: For unresolved refunds or financial loss.
- Media/Advocacy: In rare cases, public exposure (like CHOICE or ACA) can help pressure resolution.
⚠️ Most complaints don’t need to go this far—but it’s good to know your rights.
- Complaint form: Coles Feedback Page
- Customer care (in-store): 1800 061 562
- Customer care (online orders): 1800 455 400
- Email: coles.customer.care@coles.com.au
- Help Centre (FAQs): Coles Support
- Refund policy: Returns & Refunds
- Flybuys help: Flybuys Support
- Social support: Coles Facebook / @Coles on Twitter
Coles Complaints FAQs
What’s the fastest way to submit a complaint to Coles?
The quickest way to complain to Coles is online-use their contact form or email for instant submission. Phone lines are also available but can involve wait times. If it’s about missing items or poor service, include your receipt number and desired outcome. Attach photos if needed. Clear, concise complaints get faster results.
How long does Coles take to resolve complaints?
Most Coles complaints are resolved within a few days, especially if it’s a refund or pricing error. Complex issues may take longer. You’ll get updates via phone or email, and a case number to track progress. Always follow up if you haven’t heard back within 5 business days.
What should I do if Coles doesn’t resolve my complaint?
If you're not satisfied, ask for a supervisor or escalate in writing with your case number. You can also contact Coles Group HQ or post politely on social media. If that fails, lodge a complaint with Consumer Affairs, the ACCC, or your local food safety authority depending on the issue.
Can Ajust help me resolve my complaint with Coles?
Yes-Ajust simplifies the complaint process by handling it for you. No forms, no hold times, just instant answers and real outcomes. Ajust pushes for refunds, replacements or fixes using expert-backed strategies, especially when Coles' usual channels don’t deliver fast results.
You’ve done your part, now it’s time to hold Coles accountable.
Take the final step and submit a complaint that gets seen and responded to.