Time to pay attention: Shocking 'timezone glitch' at Coles doubles costs
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As Aussies navigate the conveniences of modern life, they often find themselves relying on the efficiency and ease of online shopping.
For those over 60, the ability to order groceries from the comfort of their homes is a godsend, mainly when mobility or health issues make it challenging to visit stores in person.
Coles, one of Australia's leading supermarket chains, has been a popular choice for many who appreciate the weekly specials and the straightforward online shopping experience.
However, a recent discovery has left some customers with a sour taste in their mouths, and it's not from the produce section.
A troubling ‘timezone glitch’ has been identified, causing a significant number of Coles customers to be charged double the expected amount for their online grocery orders.
Coles has stated it is thoroughly investigating the issue and taking it ‘very seriously’, while the Australian Competition and Consumer Commission (ACCC) has confirmed that ‘if an online business becomes aware of a pricing error, it should fix the mistake immediately’.
This glitch, which affected shoppers placing orders outside of the Australian Eastern Standard Time (AEST) zone, has sparked a wave of complaints and concerns about the transparency and accuracy of Coles' online pricing system.
The issue arises when customers in states not aligned with AEST, such as Western Australia, South Australia, and the Northern Territory, place orders late on Tuesday evenings.
Officially, Coles' weekly specials are advertised to end at 11:59 PM AEST on Tuesdays.
However, due to the timezone difference, customers in other states are still being shown the special prices online past this cutoff time, and the lower prices are even displayed at checkout.
The confusion is compounded by the fact that information regarding the different specials cutoff times for various states is buried in one section of the Coles website.
This crucial detail is not highlighted in Coles catalogues or most other advertising, leaving many customers unaware of the rule.
The glitch became apparent only when customers checked their bank statements and noticed that Coles debited an amount exceeding what their online order summary indicated.
Take the case of Linda Fenwick from the Gold Coast, who was charged double the amount shown on her online receipt back in February during Daylight Saving Time.
She placed a $90 order at 11:19 PM Queensland time, only to find that Coles had debited her account by $180.
‘When I rang and complained, I was told it was because the charges were processed in Melbourne in AEST,’ Ms Fenwick narrated.
‘Can you imagine how many people don't really check what's come out of their bank account?’
Ms Fenwick reported that she filed complaints with both the ACCC and the Department of Fair Trading, as she was worried that the flaw in Coles' system was leading to overcharging for many customers.
And sure enough, last week, a Perth shopper placed a $450 grocery order with Coles on Tuesday at 11:30 PM, only to find that $504.70 was charged from her account.
Other customers have come forward with similar experiences, including a WA man who encountered the glitch twice this year, with an unexpected extra $100 taken from his account on the second occasion.
‘I suggested (earlier this year) they needed to fix the issue and again just last Friday, when I was suddenly overcharged $100, but they still haven't resolved it,’ the man lamented.
‘The thing is, many people wouldn't know that they were actually charged a different amount.’
The customers reported receiving a ‘goodwill’ voucher from Coles after lodging complaints, but many chose to cancel their entire grocery orders and request refunds instead.
When presented with additional cases of customers being charged more than their online summary showed, a Coles spokesperson admitted that ‘every customer should be charged the price displayed at checkout’.
‘At Coles, we take customer concerns very seriously,’ the spokesperson stated.
‘We are investigating this issue, and while we do so, we encourage any customer concerned to contact our customer care team for assistance.’
The ACCC, which is conducting a government-ordered inquiry into supermarket pricing in Australia, stated it could not disclose the number of complaints it had received regarding the Coles timezone system glitch.
‘Under the Australian Consumer Law, businesses must not mislead or deceive consumers, including in relation to prices advertised or charged,’ an ACCC spokesperson said.
‘If an online business becomes aware of a pricing error, it should fix the mistake immediately and allow impacted customers to elect to cancel or amend their order and receive a refund.’
The recent issue with Coles' ‘timezone glitch’ that led to inflated grocery bills has sparked a wave of customer complaints, with some reporting significant overcharges.
As this situation continues to unfold, it echoes similar concerns from last year when Coles faced backlash over a substantial pricing error that led to widespread refunds.
For those affected, the ongoing developments might offer a chance to review past transactions and see if they’re eligible for compensation, just as many customers were last year.
Have you or someone you know been affected by the Coles timezone glitch? Have you experienced other issues with online grocery shopping?
Share your experiences in the comments below. Your insights could help fellow members stay informed and vigilant when it comes to managing their online purchases.
For those over 60, the ability to order groceries from the comfort of their homes is a godsend, mainly when mobility or health issues make it challenging to visit stores in person.
Coles, one of Australia's leading supermarket chains, has been a popular choice for many who appreciate the weekly specials and the straightforward online shopping experience.
However, a recent discovery has left some customers with a sour taste in their mouths, and it's not from the produce section.
A troubling ‘timezone glitch’ has been identified, causing a significant number of Coles customers to be charged double the expected amount for their online grocery orders.
Coles has stated it is thoroughly investigating the issue and taking it ‘very seriously’, while the Australian Competition and Consumer Commission (ACCC) has confirmed that ‘if an online business becomes aware of a pricing error, it should fix the mistake immediately’.
This glitch, which affected shoppers placing orders outside of the Australian Eastern Standard Time (AEST) zone, has sparked a wave of complaints and concerns about the transparency and accuracy of Coles' online pricing system.
Coles customers reported a ‘timezone glitch’ that's unexpectedly charging them extra. Credit: Shutterstock
The issue arises when customers in states not aligned with AEST, such as Western Australia, South Australia, and the Northern Territory, place orders late on Tuesday evenings.
Officially, Coles' weekly specials are advertised to end at 11:59 PM AEST on Tuesdays.
However, due to the timezone difference, customers in other states are still being shown the special prices online past this cutoff time, and the lower prices are even displayed at checkout.
The confusion is compounded by the fact that information regarding the different specials cutoff times for various states is buried in one section of the Coles website.
This crucial detail is not highlighted in Coles catalogues or most other advertising, leaving many customers unaware of the rule.
The glitch became apparent only when customers checked their bank statements and noticed that Coles debited an amount exceeding what their online order summary indicated.
Take the case of Linda Fenwick from the Gold Coast, who was charged double the amount shown on her online receipt back in February during Daylight Saving Time.
She placed a $90 order at 11:19 PM Queensland time, only to find that Coles had debited her account by $180.
‘When I rang and complained, I was told it was because the charges were processed in Melbourne in AEST,’ Ms Fenwick narrated.
‘Can you imagine how many people don't really check what's come out of their bank account?’
Ms Fenwick reported that she filed complaints with both the ACCC and the Department of Fair Trading, as she was worried that the flaw in Coles' system was leading to overcharging for many customers.
And sure enough, last week, a Perth shopper placed a $450 grocery order with Coles on Tuesday at 11:30 PM, only to find that $504.70 was charged from her account.
Other customers have come forward with similar experiences, including a WA man who encountered the glitch twice this year, with an unexpected extra $100 taken from his account on the second occasion.
‘I suggested (earlier this year) they needed to fix the issue and again just last Friday, when I was suddenly overcharged $100, but they still haven't resolved it,’ the man lamented.
‘The thing is, many people wouldn't know that they were actually charged a different amount.’
The customers reported receiving a ‘goodwill’ voucher from Coles after lodging complaints, but many chose to cancel their entire grocery orders and request refunds instead.
When presented with additional cases of customers being charged more than their online summary showed, a Coles spokesperson admitted that ‘every customer should be charged the price displayed at checkout’.
‘At Coles, we take customer concerns very seriously,’ the spokesperson stated.
‘We are investigating this issue, and while we do so, we encourage any customer concerned to contact our customer care team for assistance.’
The ACCC, which is conducting a government-ordered inquiry into supermarket pricing in Australia, stated it could not disclose the number of complaints it had received regarding the Coles timezone system glitch.
‘Under the Australian Consumer Law, businesses must not mislead or deceive consumers, including in relation to prices advertised or charged,’ an ACCC spokesperson said.
‘If an online business becomes aware of a pricing error, it should fix the mistake immediately and allow impacted customers to elect to cancel or amend their order and receive a refund.’
The recent issue with Coles' ‘timezone glitch’ that led to inflated grocery bills has sparked a wave of customer complaints, with some reporting significant overcharges.
As this situation continues to unfold, it echoes similar concerns from last year when Coles faced backlash over a substantial pricing error that led to widespread refunds.
For those affected, the ongoing developments might offer a chance to review past transactions and see if they’re eligible for compensation, just as many customers were last year.
Share your experiences in the comments below. Your insights could help fellow members stay informed and vigilant when it comes to managing their online purchases.
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