Supermarket complaints: What every shopper should know

Last updated on June 13th, 2025

When most of us are forking out more than 20 percent of our weekly income for groceries, we expect to get value for money and good service. But given the volume of supermarket complaints, it’s clear many Australians don’t feel they are receiving either.

Those surveyed as part of the Australian Competition and Consumer Commission’s (ACCC) supermarket inquiry raised concerns about the increasing cost of groceries, with some reporting they were skipping meals. Others were also worried about the promotional practices that supermarkets use to get them to spend more.

At Handle My Complaint, we are also inundated with complaints from shoppers who have just had enough.

 

 

Common supermarket complaints

Customer service (or lack thereof) – Customer service complaints top our list of supermarket issues, with rude or dismissive staff a particular bug bear. These include staff refusing to help elderly customers, not taking complaints about pricing seriously, falsely accusing shoppers of stealing, and even abusing customers.

Product quality – Spoiled products are another common supermarket complaint. Consumers are fed up with items such as milk or cheese going off before their expiry date or picking up a discounted item from the supermarket bakery that is about to expire only to find when they get home that it has already gone mouldy. Others have complained of finding glass inside bread and bugs in pre-prepared salads.

Missing orders – Australians embraced delivery options because of their convenience but the service falls short on several fronts. There are many complaints of orders either not showing up or being cancelled at the last minute with no explanation. Others complain when they do arrive, several items they paid for are missing or they have been charged for items they didn’t order.

Overcharging – Shoppers are upset about increasing price discrepancies, including the difference between what’s listed on the shelf and what scans at the checkout. Supermarket overcharging issues were also highlighted in the ACCC inquiry, with many consumers raising concerns about supermarkets selling items at a “discount” when they were more expensive than before they went on “sale”.

Refund refused – If you don't get what you pay for, you’re entitled to a refund but many shoppers say they are being short-changed. One customer reported ordering a bottle of champagne and receiving a cheaper version from another year – they refused to credit the difference unless he came into the store.

 

 

Beware those marketing tricks

It’s true that not all specials are special. It is one of the issues the ACCC examined in detail in its inquiry, after supermarkets were accused of price gouging, as well as raising prices for a short time just so they could lower them and promote them as specials. The consumer watchdog also took Coles and Woolworths to Federal Court last year over “illusory discounts” on more than 500 products.

Supermarkets trick you into spending more in many ways – after all, the more you spend, the more profits they make. Your best protection is to become a savvier shopper, as well as learn a few tricks of your own:

• • Keep a record of regular purchases and an eye on the prices. It could be as simple as photographing your receipt each week. That way when something goes on “special” you will know if you really are getting a deal.
  • Always look at the unit price – the price per gram or ml – when you’re comparing deals. If you look at how much a bottle of olive oil costs per 100ml compared with a similar brand it may be anything but special.
  • Don’t get sucked in. Multi-buy offers such as buy three, get one free often aren’t the deal you think they are, and you can end up spending more than you can afford or need.

 

 

Know your rights as a shopper

Products and services bought for personal or household use, including food and drink, are covered by consumer guarantees under Australian Consumer Law.

These include that a product be:

• • Of acceptable use
  • Fit for a particular purpose
  • Matches description

Similarly, a service should be provided:

• • With due care and skill
  • Fit for a particular purpose
  • Be supplied within a reasonable time

There are also regulations governing price displays, including that if you buy items with an attractive shelf price and they scan higher at the checkout, you are entitled to the display price.

If you see a pricing discrepancy or are charged more than the price shown on the shelf, don’t be afraid to draw it to the manager’s attention and make a complaint.

   

If you’re unhappy with your supermarket experience, make a complaint with us. Together, we can raise consumer voices and help all Australians get better prices and service.