‘Absolutely disgusting’: Coles and Woolworths' checkout trend causes stir among shoppers
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The local supermarket is a cornerstone of the Australian community, especially for those who have seen the evolution of shopping from corner stores to the mega supermarkets we know today.
But as people adapted to these changes over the years, a new trend has emerged that's causing quite a stir among shoppers: the increasing reliance on self-serve checkouts at Coles and Woolworths.
For a lot of Aussies, a trip to the supermarket is more than just a chore; it's an opportunity to interact with our community and ensure the selection of the best products for their needs.
However, this new trend seems to be pushing customers towards a more impersonal shopping experience, and many are not happy about it.
The frustration is palpable among shoppers who find themselves with a trolley brimming with groceries, only to be met with the sight of closed registers and the prospect of navigating the self-serve checkout.
This shift has sparked a wave of criticism online, with customers calling for a return to more staffed registers to assist with their shopping needs.
One Coles customer's experience at the Forster store on New South Wales’ Mid-North Coast is a case in point.
After being forced to scan $250 worth of groceries at a self-serve checkout, he took to social media to express his dismay, prompting others to share their similar frustrations.
'Absolutely disgusting,' one commenter wrote, 'I would have just walked out.'
The sentiment is echoed at Woolworths, too. A shopper reported that the Roselands store in Sydney's south has insufficiently staffed registers for the number of customers.
‘I tried to say something to one of your team members at the service desk, but no apology (was) offered,’ he stated.
In response to the backlash, spokespeople from both Coles and Woolworths have acknowledged the issue.
A Coles spokesperson said that employees are ‘actively encouraged and trained’ to help customers who need assistance.
They added, ‘A team member will always be available in the service area to help any customer who would like help with their shopping. '
Meanwhile, a Woolworths spokesperson said: ‘This doesn’t sound like a pleasant experience at all.’
They also mentioned that the manager of the store had been informed of the issue.
However, some of the shoppers claimed that the store was pushing them to use the self-serve checkouts.
‘Cutting back checkouts for more self-serve stations! I’m sorry, but if you have a full trolley, it’s too awkward,’ one customer stated.
Customers at both supermarkets have repeatedly reported difficulties accessing help when juggling a trolley and multiple shopping bags.
A shopper shared: ‘I don’t mind self-service for basket items but when you have a trolley, that isn’t good. In my Woolies, there isn’t enough room to put the trolley and put all your groceries on their tiny shelf. Yet no checkouts are open and (it) makes your shop more stressful.’
One person suggested going to the service desk and requesting staff to open a checkout register if there aren't any available, saying, ‘The extra stress when the machines have a moment isn't worth it.’
In response, a Woolworths spokesperson said: ‘We want customers to have a choice at the checkout.’
‘We know some customers prefer to be served by a team member and that’s why there is always that option in all of our stores.’
‘We find that many of our customers prefer the self-serve checkouts, particularly when they are buying a handful of items,’ they continued.
‘However, we understand that some customers still look to use our manned checkouts and we will continue to provide this service at all our stores across the country.’
The Australian Retailers Association CEO, Paul Zahra, pointed out that while self-service checkouts are popular for their efficiency and privacy, supermarkets are employing more staff than ever to cater to different customer needs.
He also noted that traditional cash registers are still available at most retailers, and there are other shopping options, such as online ordering and rapid grocery delivery.
‘While some customers prefer to be served by a team member, self-serve checkouts have a range of benefits. They contribute to faster transaction processing, allowing retailers to serve more customers during peak hours,’ he explained.
‘This efficiency is crucial in meeting the demands of a busy retail environment and improving overall operational productivity. Self-serve checkouts can also make shoppers more comfortable if they’re purchasing a personal item or simply don’t feel like socialising,’ Zahra added.
What’s your take on this story, members? Have you noticed this trend in your local supermarkets? Share your thoughts and experiences in the comments below!
But as people adapted to these changes over the years, a new trend has emerged that's causing quite a stir among shoppers: the increasing reliance on self-serve checkouts at Coles and Woolworths.
For a lot of Aussies, a trip to the supermarket is more than just a chore; it's an opportunity to interact with our community and ensure the selection of the best products for their needs.
However, this new trend seems to be pushing customers towards a more impersonal shopping experience, and many are not happy about it.
Shoppers called out Coles and Woolworths for increased self-serve checkouts. Image source: Shutterstock
The frustration is palpable among shoppers who find themselves with a trolley brimming with groceries, only to be met with the sight of closed registers and the prospect of navigating the self-serve checkout.
This shift has sparked a wave of criticism online, with customers calling for a return to more staffed registers to assist with their shopping needs.
One Coles customer's experience at the Forster store on New South Wales’ Mid-North Coast is a case in point.
After being forced to scan $250 worth of groceries at a self-serve checkout, he took to social media to express his dismay, prompting others to share their similar frustrations.
'Absolutely disgusting,' one commenter wrote, 'I would have just walked out.'
The sentiment is echoed at Woolworths, too. A shopper reported that the Roselands store in Sydney's south has insufficiently staffed registers for the number of customers.
‘I tried to say something to one of your team members at the service desk, but no apology (was) offered,’ he stated.
In response to the backlash, spokespeople from both Coles and Woolworths have acknowledged the issue.
A Coles spokesperson said that employees are ‘actively encouraged and trained’ to help customers who need assistance.
They added, ‘A team member will always be available in the service area to help any customer who would like help with their shopping. '
Meanwhile, a Woolworths spokesperson said: ‘This doesn’t sound like a pleasant experience at all.’
They also mentioned that the manager of the store had been informed of the issue.
However, some of the shoppers claimed that the store was pushing them to use the self-serve checkouts.
‘Cutting back checkouts for more self-serve stations! I’m sorry, but if you have a full trolley, it’s too awkward,’ one customer stated.
Customers at both supermarkets have repeatedly reported difficulties accessing help when juggling a trolley and multiple shopping bags.
A shopper shared: ‘I don’t mind self-service for basket items but when you have a trolley, that isn’t good. In my Woolies, there isn’t enough room to put the trolley and put all your groceries on their tiny shelf. Yet no checkouts are open and (it) makes your shop more stressful.’
One person suggested going to the service desk and requesting staff to open a checkout register if there aren't any available, saying, ‘The extra stress when the machines have a moment isn't worth it.’
In response, a Woolworths spokesperson said: ‘We want customers to have a choice at the checkout.’
‘We know some customers prefer to be served by a team member and that’s why there is always that option in all of our stores.’
‘We find that many of our customers prefer the self-serve checkouts, particularly when they are buying a handful of items,’ they continued.
‘However, we understand that some customers still look to use our manned checkouts and we will continue to provide this service at all our stores across the country.’
The Australian Retailers Association CEO, Paul Zahra, pointed out that while self-service checkouts are popular for their efficiency and privacy, supermarkets are employing more staff than ever to cater to different customer needs.
He also noted that traditional cash registers are still available at most retailers, and there are other shopping options, such as online ordering and rapid grocery delivery.
‘While some customers prefer to be served by a team member, self-serve checkouts have a range of benefits. They contribute to faster transaction processing, allowing retailers to serve more customers during peak hours,’ he explained.
‘This efficiency is crucial in meeting the demands of a busy retail environment and improving overall operational productivity. Self-serve checkouts can also make shoppers more comfortable if they’re purchasing a personal item or simply don’t feel like socialising,’ Zahra added.
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