Coles - Bad Customer Service

Ok it seems that no one has the time to read. Was meant more for those who had time to read and share genuine insights of what customer service is and the process of returns. Not for demeaning personal attacks.

A customer has come forward with genuine purchases and receipts. Could have been a two minute return rather than taking over an hour. Customer offered to take goods back if it was so troublesome but was ignored. In fact customer regretted for taking the goods back to Coles.

Shocked by the poor customer service, making excuses, arrogant behaviour, being difficult. You can only learn when you are a humble person.

Queue started building up while I was facing the staff member. He could see how many people behind me, it was up to the store’s discretion to arrange help or service the others, it was not up to me.

Related Stores

Coles
Coles

closed Comments

  • +8 votes

    Contact Coles directly and complain. Had a friend have a bad experience with a manager at a local Coles. Got a $50 gift card and I think the manager got a talking to from the store manager/state manager (can't recall but something happened).

  • +4 votes

    What's wrong with hiring someone from overseas?

    • +5 votes

      Additionally, how would the OP know if Mustafee/Mustafaa is actually from 'overseas', as opposed to just being an Australian with a particular ethnic heritage?

    • -1 vote

      Nothing wrong with it. The point is lack of training and understanding of processes

  • +3 votes

    Need a TL;DR

  • +3 votes

    You really shouldn't be posting their actual names on a public forum lol..

    •  

      Mustafee or Mustafaa
      hiring people with common sense or they now employ people from overseas and don’t train them??!

      We could smell this coming a mile away.

  • +1 vote

    I would love to hear Manager Troy's side, what did he do wrong?

    • -1 vote

      he shouldn’t walk away without saying anything. Don’t take staff lies blindly. Check the receipts, don’t just take his word for it. As clearly it was all lies.

  • +4 votes

    Geez, glad I wasn't in the queue behind you.

  • +1 vote

    Mustafee or Mustafaa

    His name is John.

  • +2 votes

    Op, Coles are doing you favour by accepting your change of mind return. Be thankful.

    • -1 vote

      The issue wasn’t around the return. Please read it was about the poor altitude and service. Return or not was just a petty issue for an amount less than $20.

      • +1 vote

        if this is your biggest problem in life, you are very lucky.

        • +2 votes

          OP has edited their post and we only have one side of the story so I have no idea who is in the right, but "if this is your biggest problem in life, you are very lucky" is a little bit of a silly sentiment here. If I walk up to you and kick you in the shin as hard as I possibly can, well, if that's your biggest problem in life you're very lucky. You'd probably still complain about it though.

        • +3 votes

          @airal3rt: I wouldn't make a forum post complaining about it, OP should just move on.

  • +1 vote

    Since it's a change of mind, I would've kept the extra for another occasion and not bother returning them.

  • +2 votes

    Coles doesn’t owe you a refund unless there is something wrong with the goods, they do this out of courtesy to the customer. You completely lost any sympathy when you had a go at the “foreign” sounding employee. Maybe next time you should check if you need what you are buying and then check your attitude at the door. I’m sure Coles will do OK without your purchases. I hope ALL that time you spent sorting this out, including your little tirade here, was worth the bucks.

    •  

      Not here to ask for sympathy. Foreign or not wasn’t the issue. The issue was the lack of understanding and lies. Making mistakes but not taking responsibility for it.

      • +1 vote

        then why mention the name of the guy at all, particularly as you didn't even know exactly what it was. The first mistake was you buying stuff you didn't need and then deciding to take it back some time later, rather than at the first opportunity. I see you have rewritten your original post to put yourself in a better light, including removing the references to the people involved. I would take a serious look at the words "arrogant" and "difficult" if I were you. I would also calm down a little before I put that sort of post up there in the future.

  • +2 votes

    Damn, I ain't got time to be reading all dat.

    • +2 votes

      Tl;dr

      Mustafee or Mustafaa
      hiring people with common sense or they now employ people from overseas and don’t train them??!

  • +8 votes

    It took him about half an hour to study the receipts
    Took another 15 min.
    Another 15min gone.
    It took another half an hour to change the items prices on computer as I purchased for a lesser amount.
    Well another 10min the manager came

    That's 1hr 40mins, not including conversation… Kinda doubting your time-frames

    • +3 votes

      OP could've finished a full feature film while waiting. I'd recommend Coraline
      (Amelie would've been my first choice but it's too long)

    • -1 vote

      The idea of this is to discuss what a normal process of return is on this forum. Why is it taking so long. Is it normal?

      • +1 vote

        If it really did take 1hr 40 mins plus talking time, no, defintely not normal.
        Is there any exaggeration in your time frame? And in other details?
        Really tho, you got the refund, if you still feel so sour, put in a complaint to Coles HQ.

  • +6 votes

    Always three sides to every story. Your side, their side, somewhere in the middle is the truth.
    Perhaps he was working at Coles for five years, but new to operating a checkout or processing refunds. I too, as Spackbace mentioned, find it very difficult to believe that you were there for over 1hr 40mins.
    As mentioned above, Coles is under no obligation to refund a change of mind purchase. I am quite sure the employees involved would have gone home and complained to their family/friends about what a horrible customer they had to deal with.

  • +5 votes

    how can i downvote this post?

  • +3 votes

    So, you got poor service from one guy, on one occasion?

    •  

      Telling customer some lies about over $20 need to go back to the same Coles? Different flybuys account ? Crossing out items a customer didn't return? Arrogant altitude?
      Leaving other customers waiting in line ?
      Taking poor customer service to another level

  • +1 vote

    Queue started building up while I was facing the staff member. He could see how many people behind me, it was up to the store’s discretion to arrange help or service the others, it was not up to me.

    welcome to aldi.

  •  

    share genuine insights of what customer service is and the process of returns

    But I think most of us struggle to understand what insight you’re expecting, or the point of the post asides from attacking some supermarket staff in a public forum. If you left out names and nationalities and focussed more on the process failings, including outcome of escalating the complaint you may have received some more constructive feedback.

    Everyone knows what the returns process should be at Coles or other major supermarkets, and from the sound of your original post so do you. At face value they stuffed up in this instance - even if you didn’t have a receipt for this low value they could’ve taken your ID details and issued a returns card. But everything in the original post would’ve been more appropriately directed in a written complaint to Coles which they could then investigate.

  • +1 vote

    Disappointed I turned to up find the OP has removed the original post. I even had made popcorn for this one.

  •  

    A man has no name, and also does not understand your post

  •  

    The Coles in Glen Waverley, Victoria is one of the worst stores in terms of employee behaviour and knowledge. Their staff are impolite, will keep you waiting if you have an inquiry as they don't know what action to take or how to respond to a customer query. They get rude when customers remind them that it was a basic question which could have been answered by an employee rather quickly than the customer made to wait for a while !!

  • The OP has asked for thread closure — comments are now closed.

  • Top