An outraged Coles customer is slamming the supermarket giant after he was told to pay a little-known $30 fee for cancelling his online Click&Collect order.
Avid Click&Collect shopper Trent Julien made an order with a Coles supermarket on Friday, totalling about $52, before deciding to cancel it because they substituted items he had ordered due to stock being unavailable.
After cancelling the order, he received an email notifying him of the little-known cancellation fee.
‘Okay, has this every happened to anyone, right? I just did a click-and-collect order with Coles, and they’re so f****ing bad at this,’ Trent said in a video posted to social media.
In a video shared to TikTok, Coles shopper Trent Julien (pictured) voiced his frustration after he was told he would have to pay a $30 fee if he wanted to cancel his Click&Collect order
‘Like, the last time I did a Click&Collect order, they replaced some steaks with a roast – which is an entirely different cut of meat. So anyway, they f***ed up again,’ he added.
‘I sent them an email saying, ‘Look, I’m done with you guys, I’m not messing around with you guys any more.’ And so they’ve just sent me this – $30 to cancel this order.
‘There will be a $30 cancellation fee to cancel an order that they f***ed up. And this is the third time they f***ed up. Like, no f***ing way man. No f***ing way.’
Trent explained his order wasn’t ‘even that big’ and only wanted to cancel part of it, which would have brought the order down to around $40.
He claims Coles advised him to talk to store staff as they were unsure if they could take only a couple of items off the order.
Trent explained he uses Click&Collect because it gives him time to collect his groceries after work and then pick up his daughter from school.
‘The last thing I wanted to do was be late picking up my daughter because I had to go in-store, messing around and swapping items,’ He said.
‘I just wanted to email them telling them to take it off the order, and I’ll pick up whats left on it.
‘When they were like ‘I don’t know if we can do it, talk to them in store I just told them to cancel the whole order.’
Trent shared a screenshot of the Coles’ email outlining the cancellation fee.
‘We are sorry to hear that you are not happy with the substitute in your order. Let me inform you that there would [be] a cancellation fee of $30.00 to cancel order,’ the email said.
Trent shared the email he received from a Coles Online representative (pictured)
The video received more than 35,000 views and over 100 comments, with many calling out the supermarket giant for its excessive cancellation fee.
‘What! I’ve never seen a cancellation fee,’ one person wrote.
‘That’s a bit much,’ another person commented.
‘Coles Australia, you going to charge this guy for yous (sic) f***ing up shame on you,’ a third person chimed.
Others recommended Trent turn off substitutions on all his future orders to avoid getting the incorrect product or item. However, he replied, claiming turning off substations did not work.
‘Last time I did no substitute $90 of a $220 order was not in stock,’ he replied. ‘When I went in to pick up, I went in the store and it was in stock sitting on the shelf.’
Coles’ Click&Collect Terms and Conditions outline that a customer may be charged a $30 fee if an order is cancelled after the cut-off time.
Daily Mail Australia understands the cancellation charge is given at the discretion of each store and applies in certain circumstances, including if a customer regularly cancels an order.
Daily Mail Australia understands the $30 cancellation fee is given at the discretion of each Coles store (stock image, Coles click&collect)
A Coles spokesperson told Daily Mail Australia the supermarket was working with Trent to resolve the issue.
‘Coles Online encourages customers opt in to receive substitutions so we can replace out of stock items with similar products for their convenience,’ Coles said.
‘We are sorry to hear this customer was unhappy with the substitution he was offered. The customer has been contacted and our customer care team has resolved the matter with them.’
Daily Mail Australia understands Trent was issued a full refund and given a gift card as a gesture of good will.