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Coles Online review

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CHOICE Expert Rating

76%

What is the CHOICE Expert Rating?

CHOICE Expert Rating

This is the product's overall performance score, based on key tests conducted by our industry experts.

Good points

•  We were notified of all omissions
•  Delivery slots usually available within 24 hours
•  Can order via app
•  Click and collect option at all stores

Bad points

•  Only 57 out of 62 items were either delivered as specified or adequately substituted
•  Item availability and delivery slots vary depending on which store is fulfilling the order
•  Can't save current trolley as a list
•  Can't order loose fruit and veg by weight only by item count but costing is by weight. There was some variance between anticipated and actual weight but you were only charged for the amount delivered.
•  One of our orders was delivered 33 minutes after the delivery window closed, we were not notified about the lateness
Recommended View more details.

We recommend online grocery retailers with a CHOICE Expert Rating over 80% and 75% for ease of use (desktop).

No
CHOICE Expert Rating View more details.

The CHOICE Expert rating is made up of performance (80%) and ease of use (20%) using a desktop computer. The mobile ease of use score does not contribute.

76%
Performance score View more details.

This score is a combination of order accuracy (80%) and delivery accuracy (20%) results.

75%
Ease of use score View more details.

This score is a combination of account set-up (10%), item selection (50%), order administration (20%) and returns (20%) scores. Test conducted on a desktop computer.

78%
Mobile ease of use score View more details.

This score is a combination of account set-up, item selection, order administration and returns for iOS and Android devices. Apps were used where available. If an app isn't available, we run the test on the mobile optimised web browser version.

69%
Account set-up score View more details.

How difficult is it to set up an account and begin ordering your groceries? Test conducted on a desktop computer.

85%
Item selection score View more details.

How good is the search function and how easy is it to add all the items on our list to the cart? We look at things like how clever the predictive search bar is, how easy it is to select the quantities you want and how accurate and detailed product information is. Test conducted on a desktop computer.

75%
Order accuracy score View more details.

Were all the products delivered and were any substitutions appropriate and fair? We penalised retailers for inappropriate or insufficient substitutions (like corn chips instead of potato chips), out-of-stock items and forgotten products. We also checked the quality and quantity of all fresh produce to ensure it was of an acceptable standard.

75%
Order administration score View more details.

How easy is it to make changes to our cart while building the order? Is the payment process straightforward? Test conducted on a desktop computer.

90%
Delivery accuracy score View more details.

Did our order arrive within the nominated delivery window?

75%
Returns score View more details.

How fair is the returns and refunds policy?

70%
Shop Ethical rating View more details.

Shop Ethical rates the environmental and social impact of the company (not the product) using independent sources. This rating is not included in our total score. N/A means there is no rating for that company.

D
Standard delivery View more details.

What are the standard costs of delivery? This will vary based on location and time slot selected.

$2 - $11
Minimum delivery View more details.

What is the minimum value of an order for delivery? If no minimum is stated, this will be listed as $0.

$50
Free delivery options View more details.

How can you get free delivery on your order?

$250+ order; $50+ order with Coles Plus ($19 per month for unlimited free deliveries)
Express delivery View more details.

If express delivery is available, how much does it cost?

Rapid delivery: $15 for up to 40 items, subject to availability
Cancellation fee View more details.

What is the fee for cancelling an order without adequate notice?

$30
Fee for missed delivery View more details.

How much are you charged if the delivery shows up and you're not there to receive it?

Additional $30 fee may be charged for an order cancelled after cutoff
Standard delivery windows View more details.

How long are standard delivery windows and between what times are they available?

Varies by location (for our orders, slots of 1, 2, 4 or 6 hours from 4am to 11pm were available)
Cancellation time limit View more details.

How long before your delivery is due to arrive can you cancel without incurring a penalty?

Varies by location. For our orders it was 12pm the day before delivery.
Product range View more details.

What kind of products can be purchased from this retailer?

Fruit, vegetables, dairy, meat, seafood, pantry, bakery, liquor, frozen, pet, health, household, baby, appliances
Payment options View more details.

What options are available for payment of your order?

Mastercard, Visa, Amex, PayPal, Flypay
Website
coles.com.au
Option for delivery to be left outside View more details.

Can you elect to have your delivery left outside your home so you don't have to be there when it arrives? Note that this may not be available for orders containing certain products such as alcohol and tobacco and may not be advisable for orders which contain cold or frozen goods.

Yes (alcohol, tobacco and non-bagged orders excluded)
Order tracking View more details.

Does the retailer offer a way to track your order?

Yes
App
Yes
Membership View more details.

Monthly/annual membership that offers bonuses such as free delivery, additional rewards points, priority customer service and so on.

Coles Plus ($19 per month)
Loyalty rewards program View more details.

Which loyalty rewards programs can you use?

Flybuys: one point per dollar spent. Earn $10 off your bill for every 2000 Rewards points. Spend or donate points at the Flybuys store.
Member reviews

Average rating