Are you getting your ‘free’ products from Coles? Find out about this secret ‘loophole’ before it’s gone!

Getting free or discounted stuff is pretty rare, so when it happens, it’s quite a big deal.

For Aussies attempting to maximise their online shopping experience, savvy Coles shoppers have found a ‘loophole’ in the supermarket’s online ordering system, allowing them to get products at a reduced price or for ‘free’.


In theory, this loophole could be applied to any product, but whether it will continue remains uncertain.

So, what is this ‘loophole’?


How to get free ice cream from Coles.png
A shopper at Coles boasts about snagging a free tub of ice cream weekly, but their advice may not be a lasting solution. Image source: TikTok/@thekickitforwardpodcast


Well, according to savvy shoppers, you can score ‘free’ products from Coles online by selecting items they anticipate will be out of stock and then rejecting the substituted product.

Based on one shopper’s statement, this approach involves searching for a product believed to be unavailable in-store, prompting Coles to send out a similar substitution.

One shopper shared their money-saving strategy on social media, claiming to use this method to ‘get a free tub of ice cream every week’.

‘If you say you’re not happy with the alternative they choose for you, you get the item for free... We say we are not happy with it and get a free tub of ice cream every week,’ they said.

While this strategy might yield short-term benefits, it is understood that Coles online will eventually flag the shopper as a frequent offender. The online fulfilment team receives reports for credits and refunds initiated by shoppers.

If there’s a consistent request, similar to the ice cream example, you might be flagged for attempting to exploit the system, potentially resulting in a denial of the credit.


According to a Coles spokesperson, the substitution choice is in place to make sure shoppers aren't left without alternatives if a particular item is out of stock.

Substitutions might not be your preference, so the online team may give you a call to confirm if you'd like to adjust your choices if you consistently decline replacements.

‘As per the Coles Online terms and conditions, customers have the choice to opt in or out for substitutions,’ the spokesperson said.

‘If you have chosen to allow substitutions, we’ll choose a similar item that is either a different size of the same product or a different brand.’

‘If we substitute any item, you'll be charged the lower of the original or the substitute price. When an item is out of stock, you won’t be charged for that item.’

Coles substitution policy and process

Whether you're after a free item or just want a smooth shopping experience at Coles, make the most of the substitute option for out-of-stock items with this simple guide.
  • Step 1: Review your order and click Checkout.
  • Step 2: After confirming your delivery details, head to the Review trolley and substitutions section. The ‘Allow substitutions’ option is automatically selected, but feel free to change this preference before saving and continuing. Click on ‘Change substitutions’ to view and adjust your preferences.
  • Step 3: All items in your trolley will be ticked. Untick any you don’t want substitutes for. You can also switch to ‘Don't allow substitutions’ if you prefer. Make your selections and continue through checkout to place your order.
If something is unavailable when the order is packed, it will be swapped with a similar item from the range. However, you’ll only pay the price of the substitute item, and your final order total will be updated accordingly.

Please note that certain items like liquor, tobacco, and baby products are exempt from substitutions, as they are chosen based on specific preferences.


Woolworths offers a comparable feature where if items are out of stock, they will be replaced with a ‘suitable alternative of equal or higher value’.

‘This is at no extra cost to you, and you'll only be charged the price of the original item. If no appropriate substitute is available, we’ll refund you for the item/s, or adjust your final order total accordingly,’ the Woolworths website states.


Video source: TikTok/@@thekickitforwardpodcast

Key Takeaways

  • Savvy shoppers have figured out a workaround to get ‘free’ products from Coles online by choosing products they think will be out of stock and then rejecting the substituted product.
  • This clever trick involves Coles’ substitution policy when products are out of stock and has been used by shoppers to get items such as ice cream for free.
  • Coles has warned that they will flag repeat offenders who consistently reject substitutions, potentially denying them credits.
  • Woolworths has a similar policy, where out-of-stock items are substituted with a comparable item, charged at the price of the original item. If no suitable substitution is available, shoppers are refunded, or their order total is adjusted.
Members, what's your take on this story? Would you consider trying this loophole for a free product at Coles or Woolworths? Share your thoughts in the comments below!
 
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One reason why I don't buy online. If the quality of fruit and veg is substandard, I will go to a shop with better produce.

You don't get that luxury with online shopping. What you get is what you are given, as chosen by some teenager, who probably have never done a substantial grocery shop in their lives.
Our daughter-in-law wanted to help us out, and asked us to trial online orders.
She did the ordering and we refunded to her what she spent.
I could not believe how good the quality of the fruit and veg was.
It was better than what I might have chosen.
So we tried the other major supermarket online - same experience. Excellent quality.

We have not experienced a single "bad" piece of fruit and veg.
BONUS: We do not get tempted to spend up on items that are not on our shopping list.
Big savings over one month.
 
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I received my online shop yesterday, and had asked for beef brisket and they substituted it with not one but two pieces of beef which was triple the price of brisket.
How generous was this of Coles !!

I'm going to actually slice it and use for other dishes , it doesn't need to be slow cooked like brisket
Yes we love to biff them when we are unhappy.
But good on you for highlighting this generous activity from Coles.
That made my day.
 
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I agree with the Disability Pension, I was lucky to get it a few years before the new rules came in but now I have friends trying to get it and it's almost impossible.
It's gone the way of America where you have to have the 100 point system otherwise you have to get a lawyer to fight for you. It's ridiculous, my friend is in a wheel chair and in pain all the time but she has to go into Centerlink every fortnight to put a form in, and she has to look for jobs!!
I'm the same, I have Emphysema, Heart, Back & mental problems (all confirmed over the years by both GP & Specialists). About two yrs ago even started to collapse at work, at the time I was an Online Picker at Woolies and also Traffic Controller (wonderful places to collapse while working). Even after submitting documents Centrelink still states, I am fit for full time work. Even my work provider states I'm unfit. And here's the kicker "Centrelink" told me that they will no longer accept a LEGAL MEDICAL CERTIFICATE for this.

Still another 4 yrs til I'm able to get Pension. Loving my old age, hurry up Earth Angel and take me to the next level.

Also, about the article - YES, I do most of my shopping online as it become too hard to do a big shop in store then climb all my stairs to my front door.
Quick Shop (something I missed or was too expensive to buy online) always done at the shop.

The only grip I have about online shopping is the Price Difference to a lot of products (one example only - 30 case Coke Cola online $48, in store $28. )
 
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Speaking of online shopping, I do a once a fortnight shop and maybe a "Milkrun" in S.A. for top ups during the week.
This last fortnight I put my online order in for Woolies and was gobsmacked at what I received.
My partner, who puts it all away, had to question me on how much I spent lol..
Now I will say I contacted the store asking if I needed to return the extra products and they said no, just to enjoy them so I don't feel like I stole them.
And because the extra products were things I actually brought I don't think I got someone elses shopping, I just wanted to make that clear!
I really hope I didn't get my online shopper in trouble but since we are in the middle of moving house these treats came as a godsend.
Here are a few things I ordered and what I actually got:

I brought 6 bananas and got 12.
One packet of party sized Twisties and got 5.
One Turkish delight bar and got 6.
One big block of peppermint Aero and got 5.
Two loaves of "The One" toast bread and got 5.
One loaf of fruit bread and got 3.
One berry and one vanilla candle and got 6.
One pair of stocking socks for my new boots and got 4.
One packet of English muffins and got 2.
One pork krackles and got 3.
Five packets of cat biscuits and got 7.


I think someone either had a gripe with Woolies and decided to just chuck extra in or because I donate to several causes on there they decided to treat us. So with us moving over the weekend we'll have lots of treats to help us get over the stress LOL
 
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