A Christmas Message From Keith.
Christmas is nearly with us again! In my family this means Christmas planning & shopping from mid-November, plus conversations with our young children about how Santa always sees bad behaviour and how he’s going to get down a non-existent chimney! In your home it may be similar or very different. Either way, it’s an exciting and hopefully enjoyable time for most of us, and I do hope your Christmas and holiday period brings all you wish for.
Here in the online team at Coles we appreciate the trust you put in us with every order, and the regular feedback you send us on our service. Please keep this feedback coming! Your comments and suggestions drive our change program and help us improve. While we can’t do everything you ask for, we will not learn and not get the offer right without listening to you. Please let us know your views by adding your comments below, or send any feedback to online.customercare@coles.com.au. Every message is read, and we aim to respond to every suggestion. And if you’re into social media, please check us out on Twitter (@colesonline) and share some ‘tweets with Heath’. Heath is developing something of a cult following! He doesn’t have quite the following of Ashton Kutcher (yet), but we love his work.
The key messages from you across 2009 were simple. We need to save you time AND save you money. One without the other is not good enough. You want a quick & easy website, a full Coles range, real value in promotions & everyday pricing, convenient delivery windows at fair delivery fees, 100% availability, the freshest quality in the market and a pleasant doorstep (or kitchen bench) experience. A few free samples and care for the environment wouldn’t go amiss either – we’ve had a wave of comments on plastic bags! Your views on plastic bags have driven a change to biodegradable & compostable bags in three major regions now, and we’ll listen to your feedback before we extend any further across Australia.
The only other big message this year has been “Why don’t you service my suburb yet?!” On this one, we hope that we will do soon! We continue to expand Coles’ online offer rapidly, opening in Perth, Adelaide, Sunshine Coast and Whitsunday Coast in 2009, and now servicing more than 70% of the Australian population. This will extend to all States and Territories in early 2010, and we’ll continue to add new regional centres. We’ve been delighted to create nearly a thousand new jobs across Australia in the past two years thanks to your support.
On the subject of jobs I’d like to take this opportunity to thank all of our team for their commitment and effort this year. Our service is not perfect 100% of the time, but I am fortunate enough to work with a fantastic team who want to get it right and try to get it right for you 100% of the time. This is true of our store teams, our delivery teams, our customer care team and our store support team. Many of you have taken the time to drop us a line of praise about your delivery driver or customer care team member. This is always really appreciated and hugely encouraging for the team member concerned, so thank you for these kind gestures.
Thank you for shopping online with Coles. My best wishes to you and your family this Christmas. I do hope you have an enjoyable and relaxing holiday season, wherever you are across Australia.
Keith Louie
General Manager, coles.com.au
Love EVERYONE at Coles Online, shopping with you people is so special and I can speak with you on Twitter YEAY all is good.
Hi GrannyHelena – haven’t heard from you in a while! Thanks for visiting us here too.
Thanks GrannyHelena! Appreciate the vocal support and welcome to our new site!
Woo Hoo! Coles Online Blog – I shall spread the word! Great job guys. Looking forward to blogging away & especially visiting the Ramblings (loving the Foodist Rules
& Recipe section – speaking of which, Merryn, can you please share your Golden Syrup Dumpling recipe? I’m feeling inspired 
Just like to say what a great service you provide. Because of ill health I have been shopping this way for quite a while and if I have to call your service department they are all so pleasant and helpful. My delivery drivers are also very nice young men, very pleasant.
I used to shop with your competitor but the web site and customer service do not compare with Coles. Keep up the good work.
Patricia Clarke
WOW had our first experience with shopping at coles online and had the delivery last night. what can I say but to give everyone thing the THUMBS UP!!!! What a time and money saver it was. I have already started next weeks order. Thanks for looking after Perth WA. A special thanks to the delivery Driver very friendly and full of info and advice. Keep up the great work.
Hello to all of the Coles Staff & the Manager of the Coles Supermarket at Elanora. I just want to say a great big THANK YOU to you all for all the kind advise that I have been given. A Special THANK YOU to our Delivery People as they are so wonderful to us & we appreciate everything that they do for us. My Mother & myself would like to take this time to wish you all a very Merry Christmas & a Prosperous & Happy New Year. I will still be shopping online with you in 2010. Once again I would love to thank you all very much for all of your help that you have given me over the past months with shopping online with Coles.
Kind Regards,
Avryl Cummings & My Mother Beth Sinclair.
Merry Christmas to you all & a Happy New Year.
Hi I am back again & I have spread the word about Coles Online Shopping to my friends & My Mum has also done the same. I don’t know what I would do if there was no online shopping as I cant get out to do a big shop as I am sick with Bone Cancer & all the Coles Staff have been so wonderful to us. My Mum looks after me & she is 85yrs old & very young looking & she also happy with you all Coles Staff. Merry Christmas to all the staff at Elanora & the staff at Coles at the Q Super Centre. We wish you all the best for 2010 & everyone else who looks at my message. Thank You from Avryl Cummings & Beth Sinclair. Have a great New Year & please everyone take care out there over these holiday times & also the New Year. Bye for now from Avryl & Beth.
I love Coles Online shopping, have been doing it for a year now. The website is so easy to use & the customer care has been excellent. The drivers for my area are terrific too. Well done, I highly recommend this service to anyone.
Hi Bronwyn Riddle I total agree with you about the Coles Online Shopping & all the Staff & the Delivery people. It is the best thing that I have ever done is to go online & do my shopping. Have a Merry Christmas & a Happy New Year Bronwyn from Avryl Cummings & my Mother Beth Sinclair.
Whilst I appreciate your attention to my order, I am not pleased that I can’t get things that you advertise on TV and otherwise. For instance, can’t get the variety of mince pies.
Hi Ruth – not good. Any more info you can give us so we can check our range? Your postcode would help too so we can review our offer versus broader Coles marketing. I want to look into this. Many thanks – Keith
I would like to thank you for my first delivery after months waiting in anticipation to have my groceries delivered to my area!
I will admit, I have been a w/worth’s shopper in past time, but Coles have come to the party, and delivered to the hills. The service was excellent!
Kindest Regards
PS one happy customer,now to convert a few more people.
Pleased we got it right for you Jacquie. And really appreciate any endorsement to friends & family. What you think and say is far more important than any stuff we may push out.
Keith
Welcome to Coles and Happy Christmas! Only 7 sleeps to go. My five year old son is giving me a daily countdown