Grocery shopping online

A CHOICE survey confirms Australians have largely rejected online grocery shopping. We look at the pros and cons.
 
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01 .Introduction

online-shopping-lead

With the convenience offered by online grocery shopping, it should be a winner. Yet only five per cent of Australians say they purchase groceries online. In a recent CHOICE survey of nearly 3800 members, we found the overwhelming majority had never shopped online. About 400 said they currently do. Another 500 had shopped online in the past but no longer do so. 

The national online grocery market, not surprisingly, is dominated by Coles and Woolworths. The concept launched last decade with Greengrocer.com.au and Shopfast, since bought out by Woolworths and Coles respectively - they offer the only full online grocery service. Smaller operations such as onlyoz.com.au and Aussie Farmers Direct  have sprung up, selling nationally on a limited range of goods.

Our survey found:

  • Woolworths' website is the easiest to navigate and has the most convenient delivery times.
  • For overall satisfaction, Coles rated significantly higher than Woolworths.
  • Smaller, local operations (grouped as ‘Other’) rated significantly higher than both Coles and Woolworths. They may not be providing a full grocery service, but they are outperforming the big two. Our respondents use these smaller local online suppliers for part of their grocery shop such as fruit and vegetables, milk and bread and specialty items.

Why aren’t consumers shopping online?

Almost half surveyed said they like to see the products they purchase and so prefer to shop in-store. Other key reasons: “too costly”, “not home during delivery times” and “live in a remote area”. Those who’ve discontinued grocery shopping online cited the limited range of products available, and products being too costly.

 
 

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prospecter's comment:

  • Member since: 20 Feb 14
  • 4 Comments
  • 0 Replies
User Profile

1 YEAR AGO | Just read the above comments and in a way this story is related. I registered for a 14 day free trial of two Major Genealogy sites that advertise on TV quite a lot.One of the conditions to get the free trial is you have too supply a credit card number, even though providing you cancel the free trial before the expiry date there is no charge! Well I must say I was reluctant to give my CC number but thinking big company,it would be OK. Well to cut along story short I did the above and cancelled before the due dates.I left a reminder on my iPhone and though that would be the end of that! Then one after the other I had emails thanking me for subscribing to the monthly program and my CC had bin debited accordingly. I then had to notify them I had cancelled, which one website acknowledged and duly refunded and after some communication had to be made before the site did the same as the other. Thinking all was good,a month later I had another debit made to my CC and once again thanking me for joining their website BLa Bla Blaaa! So again I had to tell them I had copies of the cancelations emails and once again a refund was coming forth with. I think something should be done about way this companies operate working on the premise you will forget to cancel and they will get at least $50 out of you as I suspect few people would make note of the starting and ending dates and of course perfect money gatherer to the unsuspecting. I also think they would take the first charge without to much fuss and then cancel there subscription. So these rogues are making money in a disguised manner and sucker you in with the so called "free trial". Oh by the way when I tried to cancel before the due date,one website said we have no record of you joining the free trial! So I though maybe I had not been a FT member? It was a week later that I got the thank you for joining and the debit to my CC!

     

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    Accesspay's comment:

    • 1 Comments
    • 0 Replies
    User Profile

    1 YEAR AGO | "Direct debits can definitely reduce the amount of time consumers spend paying bills" - Absolutely right I agree with this statement . We at Accesspay provides cloud technology that result secure system to control and manage Direct Debit Payments

       

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      Nadine's comment:

      • Member since: 06 Nov 13
      • 1 Comments
      • 0 Replies
      User Profile

      1 YEAR AGO | Of great concern also is the use made by companies of consumers' bank account details vis a vis direct debit.

      Currently I have 2 complaints with the Energy Ombudsman in relation to Origin.

      In March/April my husband and I (due to a miscommunication) overpaid our Origin Electricity bill to the tune of $500. I contacted Origin to enquire whether they could refund the overpayment. I was informed they would refund and provided them with my credit union account details to reimburse the overpaid amount.

      Shortly thereafter I received 2 letters from Origin "thanking" me for setting up direct debit. I had not authorised direct debit. I immediately contacted Origin who confirmed that there was no direct debit authorised and that they only held my bank details for the purpose of the refund, that the letters were sent in error and that as soon as the refund was processed they would delete my banking details from their system.

      In May i received my gas bill (approximately $360). On the date the bill was due Origin unlawfully removed via direct debit that amount from my account. It took some 3 weeks and a complaint to the Ombudsman to have the money refunded into my credit union account.

      I recieved written confirmation from Chloe Nedas, Ombudsman Specialist, Customer Relations Team at Origin that they had removed my bank details from their system.

      On Thursday 20 June 2013 Origin unlawfully direct debited the sum of $1257.83 from my credit union account (the amount of my next electricity bill).

      My credit union has advised that it appears Origin asserts that it has authority to direct debit my account. My credit union is investigating following my formal complaint to them.

      I was assured by Origin that the money would be refunded into my account within 2 working days. it has not been replaced as of this morning. this matter is also now the subject of complaint to the Ombudsman.

      Origin acknowledge (and have done so since April) that they have never had authority to direct debit my account and were only ever provided with my account details for the purposes of provding me a refund. They have advised on more than one occasion and at least once in writing that they have removed my banking details from their system, yet they continue to unlawfully remove money from my bank account.

         

        Like to reply to this comment?

         
         
         
         

         
         

        prospecter's comment:

        • Member since: 20 Feb 14
        • 4 Comments
        • 0 Replies
        User Profile

        1 YEAR AGO | Just read the above comments and in a way this story is related. I registered for a 14 day free trial of two Major Genealogy sites that advertise on TV quite a lot.One of the conditions to get the free trial is you have too supply a credit card number, even though providing you cancel the free trial before the expiry date there is no charge! Well I must say I was reluctant to give my CC number but thinking big company,it would be OK. Well to cut along story short I did the above and cancelled before the due dates.I left a reminder on my iPhone and though that would be the end of that! Then one after the other I had emails thanking me for subscribing to the monthly program and my CC had bin debited accordingly. I then had to notify them I had cancelled, which one website acknowledged and duly refunded and after some communication had to be made before the site did the same as the other. Thinking all was good,a month later I had another debit made to my CC and once again thanking me for joining their website BLa Bla Blaaa! So again I had to tell them I had copies of the cancelations emails and once again a refund was coming forth with. I think something should be done about way this companies operate working on the premise you will forget to cancel and they will get at least $50 out of you as I suspect few people would make note of the starting and ending dates and of course perfect money gatherer to the unsuspecting. I also think they would take the first charge without to much fuss and then cancel there subscription. So these rogues are making money in a disguised manner and sucker you in with the so called "free trial". Oh by the way when I tried to cancel before the due date,one website said we have no record of you joining the free trial! So I though maybe I had not been a FT member? It was a week later that I got the thank you for joining and the debit to my CC!

           

          Like to reply to this comment?

           
           
           
           

           
           

          Accesspay's comment:

          • 1 Comments
          • 0 Replies
          User Profile

          1 YEAR AGO | "Direct debits can definitely reduce the amount of time consumers spend paying bills" - Absolutely right I agree with this statement . We at Accesspay provides cloud technology that result secure system to control and manage Direct Debit Payments

             

            Like to reply to this comment?

             
             
             
             

             
             

            Nadine's comment:

            • Member since: 06 Nov 13
            • 1 Comments
            • 0 Replies
            User Profile

            1 YEAR AGO | Of great concern also is the use made by companies of consumers' bank account details vis a vis direct debit.

            Currently I have 2 complaints with the Energy Ombudsman in relation to Origin.

            In March/April my husband and I (due to a miscommunication) overpaid our Origin Electricity bill to the tune of $500. I contacted Origin to enquire whether they could refund the overpayment. I was informed they would refund and provided them with my credit union account details to reimburse the overpaid amount.

            Shortly thereafter I received 2 letters from Origin "thanking" me for setting up direct debit. I had not authorised direct debit. I immediately contacted Origin who confirmed that there was no direct debit authorised and that they only held my bank details for the purpose of the refund, that the letters were sent in error and that as soon as the refund was processed they would delete my banking details from their system.

            In May i received my gas bill (approximately $360). On the date the bill was due Origin unlawfully removed via direct debit that amount from my account. It took some 3 weeks and a complaint to the Ombudsman to have the money refunded into my credit union account.

            I recieved written confirmation from Chloe Nedas, Ombudsman Specialist, Customer Relations Team at Origin that they had removed my bank details from their system.

            On Thursday 20 June 2013 Origin unlawfully direct debited the sum of $1257.83 from my credit union account (the amount of my next electricity bill).

            My credit union has advised that it appears Origin asserts that it has authority to direct debit my account. My credit union is investigating following my formal complaint to them.

            I was assured by Origin that the money would be refunded into my account within 2 working days. it has not been replaced as of this morning. this matter is also now the subject of complaint to the Ombudsman.

            Origin acknowledge (and have done so since April) that they have never had authority to direct debit my account and were only ever provided with my account details for the purposes of provding me a refund. They have advised on more than one occasion and at least once in writing that they have removed my banking details from their system, yet they continue to unlawfully remove money from my bank account.

               

              Like to reply to this comment?

               
               
               
               

               
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