Coles
Service

I was at Coles Dandenong when I tried to get a drink from a vending machine. The machine malfunctioned and I was unable to retrieve my money. I went to the service desk to complain and the immediate response was "the machine is not ours, it belongs to Coke, it's not our responsibility." Not satisfied with that I asked to speak to the manager. The manager was a short distance away, after a short conversation the shop assistant returned and repeated what was said earlier. I pointed out that I in fact wanted to speak to the manager, again she went to the manager, this time the manager came to the service desk. The manager again stated it has nothing to do with Coles, I reinforced the fact that the machine was inside the Coles and was their responsibility. Just as I pointed out that Coles made a profit from the machine she offered to refund my money. I accepted the refund and asked her why she didn't address the problem herself initially, her reply was that she gave the shop assistant her answer, then I pointed out to the manager that it wasn't until I addressed her directly about the problem did she offer a refund. Poor service, poor attitude and no responsibility.

Company: Coles
Country: Australia
State: Victoria
City: Dandenong

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