Coles' compensation for a $5 overcharge mistake confuses customer: ‘How is this okay?’
- Replies 31
Navigating the world of online shopping can be tricky, especially when unexpected charges pop up on your bill.
One Coles customer recently found themselves in such a predicament, being overcharged by $5 for a service that was advertised as free.
Though the supermarket's response to this error has left the customer—and the wider public—scratching their heads.
The customer had opted for the Click and Collect service for their online order.
This service, as advertised by Coles, was supposed to be free. However, the customer found a $5 'rapid fee' added to their bill.
In response to the error, Coles sent an email apologising and offering a $5 credit on the customer's next shop, but with a catch—the credit would only be applicable if the next purchase exceeded $50.
This unusual refund policy left the customer perplexed and seeking advice on social media.
'This just confused me, but am I reading this email I got from Coles correct?' the customer asked.
'I went back to my last receipt, and yep, I got charged $5 even though I only clicked “Click and Collect” because it said it was free.’
'Is this even allowed? Like if a regular shop overcharged you and then told you you need to spend over $50 to get your money back. I don't get how this is okay.'
They added that they had previously received small refunds for missing items ‘straight away’.
The customer's post sparked a flurry of comments, with many agreeing that the email and the refund policy were indeed strange.
'That's gotta be up there with Maccas 'sorry a burger was missing and your order was cold, here's a voucher for a free ice cream with any meal purchased,' one said.
'They offer this kind of stuff first and just hope people accept it,' another said.
'Same as if they mess up your online delivery order, they will first offer you money back on your Coles account so you can use it on more orders instead of a direct refund.'
One user speculated that the email might have been poorly worded.
'Check your bank statement. I am withholding my pitchfork because it sounds like they fixed the issue and are giving you the extra $5 as an apology,’ they said.
This incident comes at a time when the Australian government has announced a year-long inquiry into supermarket prices led by the Australian Competition and Consumer Commission (ACCC).
The inquiry will focus on the price differences between what major supermarkets pay farmers for fresh produce and what customers are charged in-store.
The supermarket giants Coles and Woolworths have been accused of price gouging on fruit, vegetables, and meat.
'When farmers are selling their product for less, supermarkets should charge Australians less,' Prime Minister Anthony Albanese said.
'The ACCC has significant powers, and it is the best and most effective body to investigate supermarket prices.'
The inquiry will also examine the impact of online shopping, loyalty programs, and technology on competition in the industry.
The government plans to provide additional funding to the consumer group CHOICE to offer information to shoppers on supermarket prices.
What are your thoughts on this incident, dear readers? Have you ever experienced a similar situation? Share your experiences and tips in the comments below.
One Coles customer recently found themselves in such a predicament, being overcharged by $5 for a service that was advertised as free.
Though the supermarket's response to this error has left the customer—and the wider public—scratching their heads.
The customer had opted for the Click and Collect service for their online order.
This service, as advertised by Coles, was supposed to be free. However, the customer found a $5 'rapid fee' added to their bill.
A confused customer about Coles’ refund through a ‘spend $50 and get $5 off’ coupon. Credit: @Bubblegum9992 / Reddit
In response to the error, Coles sent an email apologising and offering a $5 credit on the customer's next shop, but with a catch—the credit would only be applicable if the next purchase exceeded $50.
This unusual refund policy left the customer perplexed and seeking advice on social media.
'This just confused me, but am I reading this email I got from Coles correct?' the customer asked.
'I went back to my last receipt, and yep, I got charged $5 even though I only clicked “Click and Collect” because it said it was free.’
'Is this even allowed? Like if a regular shop overcharged you and then told you you need to spend over $50 to get your money back. I don't get how this is okay.'
They added that they had previously received small refunds for missing items ‘straight away’.
The customer's post sparked a flurry of comments, with many agreeing that the email and the refund policy were indeed strange.
'That's gotta be up there with Maccas 'sorry a burger was missing and your order was cold, here's a voucher for a free ice cream with any meal purchased,' one said.
'They offer this kind of stuff first and just hope people accept it,' another said.
'Same as if they mess up your online delivery order, they will first offer you money back on your Coles account so you can use it on more orders instead of a direct refund.'
One user speculated that the email might have been poorly worded.
'Check your bank statement. I am withholding my pitchfork because it sounds like they fixed the issue and are giving you the extra $5 as an apology,’ they said.
This incident comes at a time when the Australian government has announced a year-long inquiry into supermarket prices led by the Australian Competition and Consumer Commission (ACCC).
The inquiry will focus on the price differences between what major supermarkets pay farmers for fresh produce and what customers are charged in-store.
The supermarket giants Coles and Woolworths have been accused of price gouging on fruit, vegetables, and meat.
'When farmers are selling their product for less, supermarkets should charge Australians less,' Prime Minister Anthony Albanese said.
'The ACCC has significant powers, and it is the best and most effective body to investigate supermarket prices.'
The inquiry will also examine the impact of online shopping, loyalty programs, and technology on competition in the industry.
The government plans to provide additional funding to the consumer group CHOICE to offer information to shoppers on supermarket prices.
.png){kind=icon}
