I wanted to give a friend in financial/personal distress some money so that they could buy groceries to feed their family. Was recommended that a Coles Gift card was a good option and that it could be done online. So I purchased a $200 gift card and choose the registered post option to have it mailed out.
When the card failed to arrive 2 weeks later I rang to complain, only to be advised that it has been redeemed and the money spent in a totally different city. Coles advised that this was an issue to take up with Australia Post and it was not their responsibility. Australia Post says it is lost in transit and we can claim for a maximum of $100. Since Australia Post says it was lost in transit, Coles says that under its delivery terms it is not liable. It has taken a week to get to this point. NB: Coles outsources their gift cards to a specialist gift card company whose own terms of conditions state that they will take responsibility if the card is shipped via registered post.
No empathy, no systems to effectively manage this type of inquiry leading to complain and no care factor.
Coles attitude appears to be... buy a gift card from us and we will mail it out to you in an envelope that just screams "steal me since I am as good as cash".
To anyone thinking of using this service... Don't. Find a more secure way to send your money with some one who at least cares it will get to who you intend.
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