Today (Friday 6:01pm) I placed an online order for 1-hour express delivery. Soon after (6:11pm) I received a text advising the order was packed and ready. After 2/12 hours I called the contact number the had been provided - 1300 300 640. After a few minutes of delays they checked my order and said that Doordash had not collected it. My order was with Liquourland not Doordash. I asked what had happened and what follow up was occurring. Apparently nothing had occurred at all! They had no solution for their problem either and it was very quickly apparent that it was now my problem to sort out with the store. They eventually let me know where the store was (Redcliffe Warehouse) They flatly refused to provide any names or contact details of the Area Manager or anyone else responsible for the issues, just their titles. They also refused to contact the store. They then said I should call back on Monday? I then asked to speak with a supervisor or manager to escalate the matter and they hung up. I then contacted the store who stated that it was in fact the on-line team who were responsible for contacting Doordash and they had nothing at all to do with deliveries. They explained and confirmed that the order was packed and ready, but that nobody from Doordash had come to collect it. They do not follow up either, so clearly the Liquorland system is designed for the Customer to initiate and follow through with all post-failure actions. They then put me back through to Customer services, but it was a busy tone. I then called it again myself (8:54pm) when surprisingly I was eventually faced with the same unhelpful/original person. They proceeded to repeat their demand for me to call Monday, refused to speak to me, threatened me not to call again and promptly hung up. This is probably the most illogical, insane and most distressing on-line experience ever. Not sure what has happed to this business over the last 12 months, but I’m done with the utter incompetence and stupidity of the Liquorland on-line offering. If this is where Coles is headed, I wont bother even considering trying its supermarket on-line platform either.
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