Customer Care

We want to ensure you’re satisfied with your Coles shopping experience. Below you’ll find some useful information to help you shop, different ways to get in touch, and our handy FAQs to help you find answers quickly. 

Connect with our Customer Care team

You can also get in touch with us via Facebook Messenger here.

 

Deaf, hearing and speech impaired

  1. Contact us through the National Relay Service (NRS)
  2. Provide the NRS with the Coles number you wish to call

Click here for more information

Our Promise on Price Scanning

All Coles Supermarkets apply ‘Our Promise on Price Scanning’ to ensure confidence in the pricing accuracy at our registers.

All scanned merchandise in the store with a barcode or a PLU (Price Look Up) number.

Our Promise on Price Scanning goes above and beyond the requirements of the Australian Consumer Law which requires businesses to refund the difference between any overcharged amount and the correct price of the item.

Customer satisfaction is a number one priority for us. If a scanning issue is not resolved to your satisfaction at the store by the Store Manager or Supervisor, please contact Coles Customer Care on 1800 061 562 or send us your feedback via our feedback form.
 

  • Items without a barcode or PLU number
  • 3rd Party Gift Card products and Telco recharge vouchers
  • Tobacco or Liquor products
  • Items over $50
  • When the wrong PLU number is entered

 

A scanning error occurs when an item has been scanned, or the correct PLU (Price Look Up) number entered, and a price higher than the advertised or ticketed price displays at the checkout or on the receipt.

If multiple, identical items scan at higher price than the advertised or ticketed shelf price, we will give you the first item FREE, and the remaining items at the advertised or ticketed shelf price.

If a single item scans at a higher price than the advertised or ticketed shelf price for that item, we will give you that item FREE.

Multi Buy – i.e. 2 for $3 - first item FREE and the second item at the correct promotional price ($1.50 each). Buy one, Get one Free/ Spend $30 – get %15 off – the promotion will be honoured; no free item will be offered.

Refunds, returns and exchanges

From 13th March 2020, we will be temporarily suspending our change-of-mind refund policy to discourage over-purchasing. If you have already purchased additional items you no longer want, please look at donating them to community organisations or neighbours who have been struggling to purchase them during this time.

 

Frequently asked questions

We’re excited to hear you’re interested in joining our team here at Coles. If you follow the link below you’ll be able to see all available career opportunities in your area. Please feel free to apply for any position that you feel suits and our recruitment team will be in contact should they require any further info from you. Good luck!

http://www.colescareers.com.au/

 

To apply for support from Coles you will need to complete one of our Local Community Support application forms and return it to the Store Manager at your local store for consideration. The form can be downloaded at the link here. Good luck with your fundraising! 

In accordance with our “Try It. Love it. Or Your Money Back.” guarantee, we encourage our customers to return the product, empty packaging or receipt of any Coles product they weren’t happy with, for a refund or replacement. This guarantee also applies to fresh produce and Delicatessen items.

I have a branded product I’m unsatisfied with, how can I get a refund or replacement? Please return to your local store with your receipt and the product if possible and our friendly team will assist you at the Customer Service Desk.

We'd appreciate you reporting this and any similar messages you may have received to the ACCC at the following link: https://www.scamwatch.gov.au/report-a-scam. Information regarding scams we are aware of can be found here: https://www.coles.com.au/customer-care/scam-warning. We'd also like to remind you to never give out any personal or financial information unless certain that it is safe to do so.

Please be advised that our company and its associated brands receive an extremely high number of requests for historical information, annual reports and general company information each year.

All company information that is publicly available can be found on the Coles website at www.coles.com.au and the Coles Group corporate website at www.colesgroup.com.au, which includes our annual report, media releases and links to our retail businesses.

Student journalists or individuals that would like to film or take photographs in a Coles Group store are asked to send their request in writing to media.relations@coles.com.au for consideration.

All media enquiries relating to Coles Group should be sent to the Coles Corporate Affairs team at media.relations@coles.com.au.

If you are interested in becoming a Coles supplier, RangeMe makes it easier for suppliers to introduce new products to the Coles buying team. Our Buyers review relevant products and respond directly to potential suppliers if they require any additional information. Please visit https://www.rangeme.com/au/landing/coles for details on how to make a product submission. If you have any questions regarding the RangeMe site, please direct these to: info@rangeme.com.au. We hope this helps and wish you the best of luck!

If you are interested in supplying Coles with a service, please contact our National Switchboard on 03 9829 5111 between 8am – 5pm Monday to Friday Australian Eastern Standard Time.

You can see Coles Brand products recalled by Coles here.

If you would like more information regarding a proprietary brand product recall in Australia, please visit https://www.productsafety.gov.au/recalls. This website has information regarding all product safety recalls in Australia and is managed by the ACCC.

You can review our Privacy Policy here.

You can access Safety Data Sheets here.

Please see our Sustainability Plan here.

Coles provides trolleys to its customers for their convenience and spends a significant amount on maintaining them each year, some of which is the cost of collecting trolleys that have been removed from our premises.

Abandoned trolleys are a nuisance to local communities and we are actively working to make this better across the nation, including regular collections of abandoned trolleys with vehicles on the road daily.

To assist in helping us manage trolley abandonment, members of the public can use the Coles app on their smartphones to report trolleys using GPS, or call 1800 876 553 (1800 TROLLEY) and we’ll collect them as soon as possible.

You can also report an abandoned trolley here.

To make paying at the checkout as easy as possible we gladly accept:

  • Cash
  • EFTPOS
  • Coles MasterCard
  • Coles Group Card
  • Credit cards include Visa, Master Card, Diners Club and American Express
  • Coles and Coles Group & Myer Gift Cards
  • Selected shopping centre vouchers
  • Traveller’s and Personal Cheques (provided with valid identification)

 

Individuals and companies can apply for a customer account at their local store. Once approved, you can buy all your groceries on credit just by using your customer account. Eligibility and creditworthiness conditions apply.

Coles customer account holders enjoy:

  • Flexibility of shopping at any Coles store
  • Ability to monitor and control expenses
  • Up to 45 days payment free

For more information, or to apply for a customer account, please ask for assistance at the Customer Service Desk of your local store, call our Customer Care Centre on 1300 651 425.

Plan your shop easier with the Coles App

Plan your shop easier with the Coles App

  • Search and locate your favourite products in store
  • Build your shopping list and share it with your family and friends
  • Shop on Coles Online to have your groceries delivered straight to your front door