Hi all, just wanted to post about my recent online grocery shopping experience, and was wondering how others were faring with the same.
Made a roughly $100 shop order for pickup to take advantage of some cashback incentives by Coles.
More than 50% of the order was not available and out of stock which I was notified by email, and notified that the rest of the order was ready to collect. Being sale items, I decided to go in store and get a rain check, since they had a policy in-store to honour sale items if they're not in stock, which didn't apply online.
Arrived at the store, went straight to customer service and was told to look on the shelves first before they can give out a raincheck. Which I guess is fair, as I found an item that was refunded on my order, but then proceeded to waste time trying to find an out of stock item. Which is much harder when there is no stock of the item on the shelves, so you're looking through labels for an item which based on the online order you know is out of stock. Granted it's not an item i buy for myself, so I had no clue where this was on the shelf. A real PITA. Anyway after getting the rainchecks, went back to customer service to click and collect my online order, then was told they didn't have it with some story that new staff could have accidentally handed it out or it gets lost. Ultimately received less than 10% of the order in the end, $8 worth of items. Was told by staff to call customer service, at which point I asked is there some correspondence or something I could have in writing to confirm that I did not receive my order. Seemed to ignore the question and carried on apologizing so I decided to call customer service the next day.
Went home disgruntled, called customer service the next morning, who then called the store, was then accused that I had received my order. Had to advise that I took photos of what I received, then was offered a refund and a $15 credit for the trouble, which still hasn't appeared on my account and cbb chasing it up. Being on the Tuesday night, the sales weren't valid anymore as it was Wednesday by the time I, so don't have the items, lost out on the promos due to no rainchecks for online orders, wasted probably an hour going to the store to receive a paltry portion of the order itself.
After that experience, tried Woolworths the following week for a similar order amount. Tried direct to boot offering, arrived and went in the app looking for "I'm here" similar to Coles. Couldn't find anything so went in store for customer service and was told that once you decide on direct to boot it can only be collected from there. Thankfully was given instructions that the link as to notify my arrival was sent via SMS, so drove back to the pick up area. Got everything I ordered bar one, but I asked for a different substituted item on the spot which the staff kindly permitted.
What is everyone else's experience?
I find Coles commonly has a large portion of the order missing for click and collect, almost to the point it isn't worth bothering? It could just be difference experiences based on location. I've had multiple issues with Coles Online shopping and Click and Collect in the past.
I've noticed that Woolworths allows you to pick your substitute items now, which is a nice feature!
In my experience
Woolies > Coles.
Delivery > Pick up
I think you just missed out on this week's specials whilst compiling the above 🤔