Navigating supermarket aisles can be a daunting task.

Yet for those preoccupied with multiple tasks, they resort to shopping for their needs online or through click-and-collect services.

One Coles shopper shared his recent experience with the store's online shopping service, leaving him frustrated.


Mandurah local and father Chris Evans has been juggling the demands of work and family life.

With a newborn at home, Chris and his wife found Coles' click-and-collect service convenient for their weekly needs.

However, their latest order left them with a bad taste in their mouths—literally and figuratively.

Upon unpacking his grocery delivery, Chris was dismayed after finding that the two porterhouse steaks he purchased for $7.50 each were not the lean cuts he anticipated.


Instead, the steaks had approximately one-third fat—a far cry from the lightly marbled steaks advertised on the store's website.

'I'm shocked they packaged that, but I'm not surprised because the only way they could get rid of those steaks would be click-and-collect,' Chris shared.

'We'll probably eat it because Coles has not responded to the complaint,' he added.


Chris's experience raised questions about the training of personal shoppers who select items for online orders.

A Coles spokesperson assured that Chris's predicament was an isolated incident.

'We always strive to meet our customers' expectations, and the quality of our meat is very important,' the spokesperson stated.

'This pack of meat is not to our high-quality standards and should have been identified and graded out at production.'

Coles also encouraged dissatisfied customers to return the unsatisfactory items for a full refund or replacement.

This is a reassuring policy in light of the recent scrutiny major supermarkets faced over record profits amidst the cost-of-living crisis.


The Federal Government's recent acceptance of 11 recommendations from a review of the Food and Grocery Code of Conduct was a step towards protecting consumers and suppliers better.

The recommendations included strengthening dispute resolutions and improving outcomes for fresh produce suppliers, which could lead to better product quality control.

For those who rely on online grocery shopping, Chris's story is a reminder to check your orders and not settle for less than what you paid for.

If you encounter a similar issue, reach out to the supermarket's customer service so they can offer assistance or refunds.
Have you had similar experiences with your online grocery orders? How did the store handle your complaint? Share your stories in the comments below, and let's discuss the highs and lows of online shopping.