Hundreds of shoppers lose money as Coles’ IT glitch charged them twice
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In the age of digital transactions, we've come to appreciate the ease with which we can manage our daily shopping.
However, this convenience can sometimes come at an unexpected cost, as some Coles shoppers recently discovered to their dismay.
An IT glitch in the supermarket's payment system led to a number of customers being charged twice for their online grocery orders, leaving them unexpectedly out of pocket.
The glitch, which affected hundreds of shoppers across Australia, occurred on Monday, 16 September, and involved customers being debited twice for delivery orders.
The impact was immediate and significant, with one South Australian shopper sharing that her $300 shop ended up costing $600, a mistake that left her unable to pay for her car insurance.
The double charge was not immediately apparent to all affected customers, but once discovered, it prompted a flurry of calls to Coles' customer service.
The supermarket's representatives acknowledged the issue, stating that it affected 'hundreds' of shoppers and that it would take several days for the refunds to be processed.
Coles has since been working to 'urgently' refund the overcharged amounts.
‘We are aware of a payment issue that has resulted in some customers being charged twice for the online purchase they made yesterday,’ a spokesperson for the supermarket chain said.
‘Coles is proactively contacting any Coles Online customer impacted, and we are working urgently to reverse the additional charge.’
‘We understand the impact this issue may have and sincerely apologise to any of our customers affected.’
This comes after a Coles shopper was charged an additional $55 due to a timezone discrepancy in the supermarket’s weekly specials cut-off times.
The supermarket offered a ‘goodwill voucher’, but the shopper chose to cancel her order and receive a full refund instead. You can read more about the story here.
Have you ever been double-charged for a purchase? How was the issue resolved? Share your stories in the comments below!
However, this convenience can sometimes come at an unexpected cost, as some Coles shoppers recently discovered to their dismay.
An IT glitch in the supermarket's payment system led to a number of customers being charged twice for their online grocery orders, leaving them unexpectedly out of pocket.
The glitch, which affected hundreds of shoppers across Australia, occurred on Monday, 16 September, and involved customers being debited twice for delivery orders.
The impact was immediate and significant, with one South Australian shopper sharing that her $300 shop ended up costing $600, a mistake that left her unable to pay for her car insurance.
Hundreds of shoppers were left out of pocket over Coles’ IT glitch. Credit: Shutterstock
The double charge was not immediately apparent to all affected customers, but once discovered, it prompted a flurry of calls to Coles' customer service.
The supermarket's representatives acknowledged the issue, stating that it affected 'hundreds' of shoppers and that it would take several days for the refunds to be processed.
Coles has since been working to 'urgently' refund the overcharged amounts.
‘We are aware of a payment issue that has resulted in some customers being charged twice for the online purchase they made yesterday,’ a spokesperson for the supermarket chain said.
‘Coles is proactively contacting any Coles Online customer impacted, and we are working urgently to reverse the additional charge.’
‘We understand the impact this issue may have and sincerely apologise to any of our customers affected.’
This comes after a Coles shopper was charged an additional $55 due to a timezone discrepancy in the supermarket’s weekly specials cut-off times.
The supermarket offered a ‘goodwill voucher’, but the shopper chose to cancel her order and receive a full refund instead. You can read more about the story here.
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