My complaint:
I am so disgusted, after being a loyal Coles customer both in store and in person for years I had an order I needed delivered on the 24th January 2021. I did the right thing and ordered it online, paid with my debit card and made sure I had in excess of the amount to come out. Immediately Coles put a hold on the order amount which I understand and have no issues about. I understand pre authorisation.Then the next day when it was packed and ready to sent they went to take the full amount again and cleared out my account. They immediately cancelled my order without looking at my history where I have never had a payment declined and cancelled my order. I received a notification straight away and called the customer care team. I was treated rudely and without compassion, with staff talking to me like I was an idiot about pre authorisation amounts coming out. I explained effectively they have taken 2 payments and cancelled my order leaving me with 2 infants without formula or nappies and no way to buy food for groceries as my money is stuck in a hold with the bank waiting to be returned. I couldn’t even go to the shops and buy food. They offered me no compensation, no offers to rectify the matter. I demanded to speak to a manager and he was rude and talking over me and refused to call the store to help find a resolution. He just kept repeating the speil about putting a hold on the first amount not taking into account that I understood that but they had left me destitute with no money and no food. It was a public holiday the next day and it took a full 5 days to be able to access my money they put a hold on. I had more than enough funds to cover the order but not quite enough for a double payment. Not once did they offer any compassion, understanding or apologies and the last person I spoke to from the Coles management team was very rude and told me well its your life when I told her Coles left me unable to feed my children and have nappies for my babies then proceeded to hang up on me.
Suggested solution:
They should offer a solution and get my food delivered to me that I paid for in good faith. I had bank proof the money was taken out and they wouldn't even except that saying don't worry you will get your money back in 3-5 working days. Effectively they are taking 2 full payments for your order leaving people destitute. They then refund the hold but in the first instance who has money to pay for 2 grocery orders? At the very least they should be compassionate, have the store call when this happens as I could have organised payment in 1 second if they had given me the courtesy to ring. I am so disgusted in their practices and can't believe they can get away with clearing out peoples accounts. I would like an apology and to be compensated for the distress and having no way to feed my family after what they did.
