August 15th 2024.
A recent discovery has revealed that Coles customers are being charged more than expected due to a "timezone glitch". This issue has caused frustration for many shoppers who have noticed extra charges on their bank statements after making online purchases at the supermarket chain. Coles has stated that they are taking this matter "very seriously" and are currently investigating the problem. The Australian Competition and Consumer Commission (ACCC) has also weighed in, stating that businesses should rectify any pricing errors promptly.
The glitch seems to occur when customers in states outside of the Australian Eastern Standard Time (AEST) timezone place online orders late on Tuesday evenings. According to Coles' official policy, weekly specials end at 11:59pm AEST on Tuesdays. However, customers in states with different timezones have reported being able to access these specials online after the cutoff time. This has caused confusion as the lower prices are also displayed at checkout. The fact that this information about different cutoff times is only found in one section of Coles' website, and not in their catalogues or other advertising, has made it a little-known rule.
Several customers have come forward to share their experiences with the glitch. Linda Fenwick, a resident of the Gold Coast, was shocked to discover that she was charged double the amount shown on her online receipt back in February. She had made a $90 grocery order at 11:19pm Queensland time, but Coles debited $180 from her account. When she called to complain, she was told that this was because the charges were processed in Melbourne, which follows AEST. This raised concerns for Fenwick, who worried that many people may not be checking their bank statements and could be overcharged without realizing it.
Other customers have also reported similar incidents. A shopper from Perth placed a $450 grocery order with Coles at 11:30pm last Tuesday, but $504.70 was taken from her account. Another customer from Western Australia shared that he had been caught out by the same issue twice this year. Despite bringing it to Coles' attention, the issue has still not been resolved. These instances have caused frustration and inconvenience for customers, leading some to cancel their orders and request a refund in protest.
Upon being presented with these cases, a Coles spokesperson has acknowledged that customers should only be charged the displayed price at checkout. They have assured customers that they are taking this matter seriously and are looking into it. In the meantime, customers are encouraged to contact Coles' customer care team for assistance. The ACCC, which is currently conducting an inquiry into supermarket pricing, has also stated that businesses should not mislead or deceive consumers when it comes to prices.
In conclusion, the Coles timezone glitch has caused unexpected charges for some customers and has sparked concern among others. While Coles and the ACCC are working to resolve the issue, customers are advised to double-check their bank statements and contact customer care if needed. Businesses have a responsibility to ensure that prices are accurate and to promptly fix any errors.
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