A simple phone call used to be all it took. Pull into a Coles car park, ring the number on the sign, and let staff know you'd arrived for your Click & Collect groceries. Now, that convenience has vanished—and some Australians are feeling stranded.
Coles has quietly removed phone numbers from Click & Collect signage, pushing customers to use their app instead to notify staff of arrivals.
While the company says phone numbers are still included in confirmation emails, the change has sparked frustration among support workers, carers, and customers who rely on simpler communication methods.
What seems like a small update actually highlights a growing divide between businesses chasing digital efficiency and customers who value straightforward, accessible service.
The impact of this shift became clear when a disability support worker shared concerns on social media.
They explained how the change created unexpected barriers for clients who do not own smartphones or have reliable data.
What used to be a quick call from the car park now requires walking into the store or having someone accompany them with app access.
'Isn't the whole point of click & collect that you don't have to go inside?' they asked, echoing the frustration felt by many who relied on the service for mobility or convenience.
For older Australians, this adjustment is more than a minor inconvenience.
Online grocery shopping has long allowed them to maintain independence while managing physical limitations, budgets, or busy schedules.
When services become more complex instead of accessible, it can feel like a step backward.
'It's not innovative, it's just making life harder for people who already have enough barriers'
The good news is phone support has not disappeared entirely.
Coles still provides numbers in confirmation emails and through the app if delays occur.
This shows the infrastructure for phone support remains, even if it is less visible.
Customers uncomfortable with app-only services have the right to request reasonable alternatives.
The Disability Discrimination Act requires businesses to consider the needs of customers with different abilities and preferences, even if phone support is not guaranteed.
Here are practical ways to navigate the new Click & Collect process
- Before you go, check your confirmation email for the phone number and screenshot or write it down.
- Consider asking a family member to help download and set up the Coles app.
- At the store, if you cannot find a phone number, walk into customer service and ask for assistance.
- Arrive during less busy times when staff may have more capacity to help.
- Bring someone who can use the app on your behalf if needed.
- For long-term solutions, contact Coles customer service to provide feedback about accessibility.
- Ask your local store if there are alternative arrangements for customers without smartphones.
- Consider whether home delivery might better suit your needs.
Coles operates Click & Collect from over 700 locations across Australia, making it one of the largest services nationwide.
Other major supermarkets are also moving toward app-based notifications, with Woolworths using app-only alerts for Direct to Boot for several years.
IGA and ALDI often offer more direct human interaction, providing a personal service experience for customers who struggle with digital-first approaches.
This change reflects a broader trend in business operations.
Apps allow companies to collect customer data, reduce staff workload, and streamline processes.
The challenge is making sure efficiency gains do not come at the cost of accessibility and customer choice.
Many businesses discover the most efficient solution for them is not always the most practical for customers.
The most successful companies find ways to offer both digital convenience and traditional alternatives.
If the app-only approach does not work for you, speak up.
Coles can be contacted on 03 9829 5111 between 8:00 am and 5:00 pm, Monday to Friday, and actively seeks feedback about its services.
Your experience matters, and businesses often adjust when they understand the real-world impact of changes.
The goal is not to stop progress but to ensure it includes everyone.
What This Means For You
Coles’ decision to remove phone numbers from Click & Collect signage has pushed customers toward app-only notifications, creating frustration for those who prefer or rely on simpler communication methods. While phone support still exists in confirmation emails and within the app during delays, it’s no longer as visible or convenient as before. This change particularly affects people who value direct, human interaction when shopping, making everyday errands feel unnecessarily complicated.
Other supermarkets such as Woolworths, IGA, and ALDI offer varying levels of digital or in-person support, showing that accessibility doesn’t have to be sacrificed for efficiency. For anyone who values straightforward service, it’s a reminder to speak up and share feedback—because customer voices still have the power to shape how these services evolve.
If you’ve ever felt frustrated by supermarket changes that make shopping less convenient, you’re not alone.
One shopper recently shared their own disappointing experience with Coles’ Click & Collect system, echoing many of the same concerns about how the service has evolved.
It’s another reminder that even small changes can have a big impact on how people shop and rely on these services.
Read more: 'I'm not surprised': Dad shares disappointment over Coles' click-and-collect products
Coles Click & Collect change major confirmed: Everything you need to know — An article from 9Honey discussing Coles’ decision to remove phone numbers from Click & Collect signage, requiring customers to use the app for arrival notifications.
https://honey.nine.com.au/money/col...eed-know/9868f5fc-bcbf-44f2-9e6b-657f7e956c9d
Coles for Business | Delivery and Click & Collect — Details Coles’ collection process, previously instructing customers to call a number on arrival at certain stores.
https://www.coles.com.au/business/order-delivery
Coles Click & Collect—Fast, Convenient & Free | Coles Supermarket — Provides information on Coles’ Click & Collect service, available across more than 700 locations nationwide.
https://www.coles.com.au/ways-to-shop/click-and-collect
Customer Care—Contact us | Coles — Lists Coles’ main contact information, including their national switchboard number and operating hours.
https://www.coles.com.au/customer-care
Have you ever struggled with an app-only system when a simple phone call would have sufficed?
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