Colesonline.com.au

Some days ago, I ordered from Coles Online three large bags of each 8kg Pedigree Adult with Real Chicken for delivery on Saturday 27-11-21 afternoon. There was a delivery fee of $4 I agreed to.
For sure the delivery came, but the delivery person did not bother to ring the bell or knock on the door. Checking the delivery, I received items I did not order. I received two items of Pedigree Adult with Real Beef and one bag of a different brand Supercoat, which I did not order, and my dogs would not eat.
I rang up the phone number for complaints 0429 989 656 and a child of about 3-5 years answered the phone crying and going on in the same fashion. I heard a non-English speaking person in the background talking and not speaking with me at all.
After this disaster, I rang up the helpline on 1800 455 400 and after waiting a considerable time a female voice answered. I told her about the wrong delivery of the dog food items and made clear that I did not order or want Supercoat products. I was asked to wait for a while as she had to speak to the local Coles shop.
As I am disabled, I asked her that the Coles service to please pick up the wrong delivery and replace the item with the correctly ordered goods I paid for. It was agreed to do so, and delivery was planned for the next day at about the same time.
About an hour later, I received an email with a NEW INVOICE and again the Supercoat dog food that I specific not want and I was newly invoiced plus a far higher delivery fee of $8. No credit note for the wrong delivery was issued on my account. On the 28-11-21 I rang up Coles Online and after discussing the case and about 40 minutes of cross-connecting the call and waiting I had the new order cancelled. Incompetence seems to rain at Coles Online.
Again, the order was incorrectly placed by the online telephone consultant taking my complaint. By the way, it does not make me wonder that the complaint went wrong again as the English of the telephone consultant was rather questionable.
For about 30 years I am a Coles customer and never came across such bad customer service. In future, I will make my purchases of groceries somewhere else where I get the correct service and my items are correctly dispatched. I will change over to Aldi and enjoy lover prices as well.