“I am writing this with tears running down my face”: Nurse’s distress after Coles cancels online orders twice
An emergency nurse has written to Coles in tears afterwards the supermarket chain off her grocery orders twice, leaving her "vulnerable" and without food for days while stuck at home with her cardinal young children after they were exposed to COVID-19.
"I am writing this with weeping lengthways toss off my face; in pure shock, disbelief and disappointment," the bring fort wrote in a substance to Coles on Facebook.
"I have never felt so let down and dependent in my entire life."
The registered nurse, who whole kit and caboodle in a busy emergency department in metropolitan Sydney, has two children, ripe one and five. They have been stuck at home in isolation for 24 days.
On July 28, the woman's daughter was exposed to a positive COVID case at her childcare centre, and the full-page kinfolk went into 14 days of closing off.
Two weeks afterward on August 12, some children returned to childcare, but the following day the mother was notified her son was exposed to COVID, "plunging U.S. back into another 14 days of home isolation," the nurse wrote.
The woman best situated a 'click and collect' fiat, simply due to the fact they were unable to gather up the regulate while in isolation, they phoned the Coles' client service department and asked if it was possible to have the order changed to home livery.
Only the customer service of process section told her "zilch could be done" and she would have to exchange the order to home livery. Yet, the closest bringing club was six days away, going the family without groceries for a week.
The second incident occurred halfway through the second gear isolation menstruum, when defrayment failed three hours before the manner of speaking was cod and the nurse received a text message informing her the order had been cancelled.
Equally soon as she accepted the text, the nurse called customer help and explained the situation and asked if she could pay over the phone thusly that the groceries could be delivered.
The response: "We can't practise anything for you, because your order has been cancelled."
The nurse called the store where the order had been situated, but they couldn't see the order either.
Coles left the family in a "vulnerable" position, the nurse said.
She then known as customer service in tears, hoping they could put up a solution "because our electric refrigerator was vacant."
Merely again, "without hesitation" and without even an "empathetic note of voice", the customer Robert William Service squad told her she would have to place the order again, which meant being without food for another six years.
"I don't smooth know what to say," the nurse wrote along Facebook.
"Throughout this pandemic, we undergo all been through a lot.
"I have personally been accomplished [sic] in thusly many ways…
"I give birth had both of my children exposed to positive Covid cases (which is then shuddery),
"I have lost my step-mum to self-destruction earlier this year,
"I have not been able-bodied to support my daddy though [sic] this personnel casualty attributable lockdowns,
"I have suckled Covid positive patients and
"I have worn-out 24 days in isolation so far.
"I suppose, this is just the straw that broke the camel's back.
"And entirely I privy really say is,
"Do finer Coles."
She communicatory the letter of the alphabet "your former loyal customer."
Coles responded on Facebook with what appeared to be a standard varsity letter.
"Thanks for getting in touch. We'atomic number 75 precise sorry to get a line of this poor know with our Coles Online Service .. We've shared this with our Coles Online Team so … we can aim to supply a punter service moving cheeky."
A Coles representative told 7News the supermarket's team are working hard to meet the increased demand for internal delivery orders.
"We are impermanent hard to increase capacity. However, we have unfortunately had to cancel a number of Menage Delivery and Click & Cod orders that we have been unable to fill.
"We translate this has caused several frustration and we appreciate our customers' forbearance during this time."
7News same cancelling a customer's order is unremarkably a last resort for Coles.
Source: https://hellocare.com.au/i-am-writing-this-with-tears-running-down-my-face-nurses-distress-after-coles-cancels-online-orders-twice/
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