The hidden $30 Coles fee that has shoppers fuming - were you aware?
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Content warning: This article contains many mentions of crude language. Reader discretion is advised.
While online shopping is undeniably convenient, there are emerging problems that have led some to question if it's worth it to continue using the service.
Recently, a Coles customer was left feeling frustrated and angry after a dispute over one of their orders, which revealed a rather sneaky fee that shoppers may not have been aware of.
A recent incident involving a Coles customer has highlighted a little-known fee that shoppers can be charged for cancelling their Click&Collect orders.
Sharing on TikTok, the Coles shopper – who uses the handle @trentjulien – vented his frustration at discovering a '$30 cancellation fee to cancel order'.
He said this came after he tried to cancel the Click&Collect after the retail giant ‘f****d up’ his order.
However, he was shocked to receive an email from a supermarket representative stating that he would be charged a ‘$30 cancellation fee’.
According to Coles’ Click&Collect cancellation policy, shoppers who wish to cancel their orders after the cut-off time need to inform the supermarket beforehand.
‘Any orders cancelled after order cut-off time may incur a $30 cancellation fee,’ the website stated.
‘Okay, has this ever happened to anyone, right?’ the shopper said in his video.
He continued: ‘I just did a Click and Collect order with Coles, and like they’re so f****ng bad at this. Like, the last time I did a Click and Collect order, they replaced some steaks with a roast - which is an entirely different cut of meat.’
The shopper went on to say that he sent the supermarket an email saying: ‘Look, I’m done with you guys. I’m not messing around with you guys anymore.’
‘And so, they’ve just sent me this: $30 to cancel this order. There will be a $30 cancellation fee to cancel an order that they f****d up. And this is the third time they f****d up. No f*****g way’
‘Like, no f*****g way, man. No f*****g way,’ the irate customer continued.
He then shared a photo of the email he received from Coles. It read: ‘We are sorry to hear that you are not happy with the substitute in your order. Let me inform you that there would [be] a cancellation fee of $30.00 to cancel [the] order.’
It is understood, however, that this charge is enforced at the discretion of each store and may apply in certain and uncommon circumstances.
Other social media users were shocked by the charge.
‘That’s a bit much,’ wrote one.
Another said: ‘What! I’ve never seen a cancellation fee!’
While others suggested that the customer should turn off substitutions on future orders, however, the shopper didn’t want to.
‘Last time I did “no substitute” $90 of a $220 order was not in stock. When I went in to pick it up, I went in the store, and it was in stock sitting on the shelf,’ he replied.
A spokesperson for Coles said that the supermarket is working to resolve this issue with the customer.
‘Coles Online encourages customers to opt-in to receive substitutions so we can replace out-of-stock items with similar products for their convenience. We are sorry to hear this customer was unhappy with the substitution he was offered. The customer has been contacted, and our customer care team is looking into the matter,’ the spokesperson told reporters.
This report comes after Coles announced major changes will be made to their Click&Collect service, where customers will now be allowed to choose from an extended range of over 20,000 items – including some that were previously unavailable for home delivery, including the roast chicken and a variety of liquor (available at selected stores only). You can read the rest of the report here.
Do you shop online or prefer the in-store experience? Have you had any issues with online shopping before? Share your stories and advice in the comments below.
While online shopping is undeniably convenient, there are emerging problems that have led some to question if it's worth it to continue using the service.
Recently, a Coles customer was left feeling frustrated and angry after a dispute over one of their orders, which revealed a rather sneaky fee that shoppers may not have been aware of.
A recent incident involving a Coles customer has highlighted a little-known fee that shoppers can be charged for cancelling their Click&Collect orders.
Sharing on TikTok, the Coles shopper – who uses the handle @trentjulien – vented his frustration at discovering a '$30 cancellation fee to cancel order'.
He said this came after he tried to cancel the Click&Collect after the retail giant ‘f****d up’ his order.
The shopper said he tried to cancel after the supermarket allegedly messed up his order. Credit: Coles Online
However, he was shocked to receive an email from a supermarket representative stating that he would be charged a ‘$30 cancellation fee’.
According to Coles’ Click&Collect cancellation policy, shoppers who wish to cancel their orders after the cut-off time need to inform the supermarket beforehand.
‘Any orders cancelled after order cut-off time may incur a $30 cancellation fee,’ the website stated.
‘Okay, has this ever happened to anyone, right?’ the shopper said in his video.
He continued: ‘I just did a Click and Collect order with Coles, and like they’re so f****ng bad at this. Like, the last time I did a Click and Collect order, they replaced some steaks with a roast - which is an entirely different cut of meat.’
The shopper vented his frustrations on social media. Credit: trentjulien/TikTok
The shopper went on to say that he sent the supermarket an email saying: ‘Look, I’m done with you guys. I’m not messing around with you guys anymore.’
‘And so, they’ve just sent me this: $30 to cancel this order. There will be a $30 cancellation fee to cancel an order that they f****d up. And this is the third time they f****d up. No f*****g way’
‘Like, no f*****g way, man. No f*****g way,’ the irate customer continued.
He then shared a photo of the email he received from Coles. It read: ‘We are sorry to hear that you are not happy with the substitute in your order. Let me inform you that there would [be] a cancellation fee of $30.00 to cancel [the] order.’
It is understood, however, that this charge is enforced at the discretion of each store and may apply in certain and uncommon circumstances.
Other social media users were shocked by the charge.
‘That’s a bit much,’ wrote one.
Another said: ‘What! I’ve never seen a cancellation fee!’
While others suggested that the customer should turn off substitutions on future orders, however, the shopper didn’t want to.
‘Last time I did “no substitute” $90 of a $220 order was not in stock. When I went in to pick it up, I went in the store, and it was in stock sitting on the shelf,’ he replied.
A spokesperson for Coles said that the supermarket is working to resolve this issue with the customer.
‘Coles Online encourages customers to opt-in to receive substitutions so we can replace out-of-stock items with similar products for their convenience. We are sorry to hear this customer was unhappy with the substitution he was offered. The customer has been contacted, and our customer care team is looking into the matter,’ the spokesperson told reporters.
This report comes after Coles announced major changes will be made to their Click&Collect service, where customers will now be allowed to choose from an extended range of over 20,000 items – including some that were previously unavailable for home delivery, including the roast chicken and a variety of liquor (available at selected stores only). You can read the rest of the report here.
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