‘Customer service is dead’: New Coles self-checkout policy infuriates shopper
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Australian supermarket giant Coles has recently come under fire for a significant change in its self-checkout policy.
This change, which involves how customers purchase paper bags, has sparked outrage among shoppers, with some feeling insulted and treated like potential thieves.
The controversy began when a Coles customer from NSW’s Central Coast shared his experience on social media.
He claimed that a store manager informed him that it was now mandatory for Coles staff to scan the supermarket’s 25-cent paper bags for customers at the self-serve registers.
This new policy, he was told, was an attempt to combat theft.
This move is the latest in a series of controversial security measures introduced by Coles.
These include body cameras on staff, locking devices on trolleys, loud alarms, high-tech gates, and now, the scanning of paper bags.
The high-tech gates, located at the end of the checkout area, open automatically for customers who have completed their purchases, creating a barrier for those who haven't.
Moreover, Coles customers are now being asked to scan heavy and bulky items first when using the self-serve checkout, another measure aimed at preventing theft.
However, the new policy has left some customers feeling ‘insulted’ and criminalised.
The customer who shared his experience on social media expressed his indignation when a staff member attempted to scan his paper bags for him.
He felt that this policy implied that he was likely to steal the bags.
‘(I) was at Coles today (at) Lake Haven branch and went through the self-serve checkout as usual, as there is virtually nobody manning a register anymore,’ he said.
‘I grabbed about four of those paper bags that can’t hold even two 3-litre milk and put them on the platform next to the register out of the way.’
‘I start to load my groceries on the conveyor belt, and the staff member patrolling the self-serve area comes over and asks me if I want her to scan my paper bags!’
‘I politely told her, “No, it’s OK, I can scan them,” she then asked me if I knew they were 25 cents each.’
‘To which I replied, “Yes, I know they are 25 cents each, I’m not going to steal them.”’
‘Seriously asked me if I knew the bags were 25 cents each. I’ve been shopping at Coles for decades and noticed the change in bags and the price since, like everyone else—I have enough of them shoved above a cupboard,’ he added.
The customer's post ended with a lament about the death of customer service, replaced by a focus on profits and shareholders.
‘I have to say I am very insulted by this insinuation that I was likely to steal them, I mean, what else can I think when firstly I told her I would scan them, and she follows it up by asking me if I know the price?’ he asked.
‘I just in that one shop spent just over $100 buying some deli meat, two loaves of bread, a pack of buns, four 3-litre milks and enough groceries for one dinner meal that night, and one shampoo. $100!’
‘Coles, in the 2022/23 financial year, posted a net profit of $1.1 billion dollars after expenses. Insane to be tormenting customers trying to do the right thing to save yourselves some 25-cent bags.’
‘So, my next stop was to speak to the manager and lodge a complaint only to be told uncaringly that it is store policy to scan them due to theft.’
‘The manager did inform me there are cameras and AI watching what goes on.’
‘Well, if there are AI cameras watching, and you have those wheelchair-crushing gates installed to ensure people scan everything, do you really need staff badgering customers just trying to get a shop in?’
‘Customer service is dead! Profits and shareholders are all that matters!’
A Coles spokesperson confirmed that staff are available to assist shoppers with scanning, whether bulky items or new bags, to start the checkout process in the self-serve area.
‘Coles is always looking for ways to improve how we serve our customers and provide exceptional customer service. Given this, our team members are always encouraged to help our customers where possible,’ the spokesperson said.
‘Whether it’s bulky items or some new bags to start the process of checking out, a team member in the area will, when possible, offer to assist customers in scanning any items.’
‘This is all about providing great service to our customers and helping them get through the checkouts quickly and efficiently.’
Have you had a similar experience with these security features and Coles' new policies? Share your thoughts in the comments below!
This change, which involves how customers purchase paper bags, has sparked outrage among shoppers, with some feeling insulted and treated like potential thieves.
The controversy began when a Coles customer from NSW’s Central Coast shared his experience on social media.
He claimed that a store manager informed him that it was now mandatory for Coles staff to scan the supermarket’s 25-cent paper bags for customers at the self-serve registers.
This new policy, he was told, was an attempt to combat theft.
A Coles shopper is infuriated by the supermarket’s new policy. Credit: Shutterstock
This move is the latest in a series of controversial security measures introduced by Coles.
These include body cameras on staff, locking devices on trolleys, loud alarms, high-tech gates, and now, the scanning of paper bags.
The high-tech gates, located at the end of the checkout area, open automatically for customers who have completed their purchases, creating a barrier for those who haven't.
Moreover, Coles customers are now being asked to scan heavy and bulky items first when using the self-serve checkout, another measure aimed at preventing theft.
However, the new policy has left some customers feeling ‘insulted’ and criminalised.
The customer who shared his experience on social media expressed his indignation when a staff member attempted to scan his paper bags for him.
He felt that this policy implied that he was likely to steal the bags.
‘(I) was at Coles today (at) Lake Haven branch and went through the self-serve checkout as usual, as there is virtually nobody manning a register anymore,’ he said.
‘I grabbed about four of those paper bags that can’t hold even two 3-litre milk and put them on the platform next to the register out of the way.’
‘I start to load my groceries on the conveyor belt, and the staff member patrolling the self-serve area comes over and asks me if I want her to scan my paper bags!’
‘I politely told her, “No, it’s OK, I can scan them,” she then asked me if I knew they were 25 cents each.’
‘To which I replied, “Yes, I know they are 25 cents each, I’m not going to steal them.”’
‘Seriously asked me if I knew the bags were 25 cents each. I’ve been shopping at Coles for decades and noticed the change in bags and the price since, like everyone else—I have enough of them shoved above a cupboard,’ he added.
The shopper was very insulted when a staff member asked him about the 25-cent paper bags. Credit: Facebook
The customer's post ended with a lament about the death of customer service, replaced by a focus on profits and shareholders.
‘I have to say I am very insulted by this insinuation that I was likely to steal them, I mean, what else can I think when firstly I told her I would scan them, and she follows it up by asking me if I know the price?’ he asked.
‘I just in that one shop spent just over $100 buying some deli meat, two loaves of bread, a pack of buns, four 3-litre milks and enough groceries for one dinner meal that night, and one shampoo. $100!’
‘Coles, in the 2022/23 financial year, posted a net profit of $1.1 billion dollars after expenses. Insane to be tormenting customers trying to do the right thing to save yourselves some 25-cent bags.’
‘So, my next stop was to speak to the manager and lodge a complaint only to be told uncaringly that it is store policy to scan them due to theft.’
‘The manager did inform me there are cameras and AI watching what goes on.’
‘Well, if there are AI cameras watching, and you have those wheelchair-crushing gates installed to ensure people scan everything, do you really need staff badgering customers just trying to get a shop in?’
‘Customer service is dead! Profits and shareholders are all that matters!’
A Coles spokesperson confirmed that staff are available to assist shoppers with scanning, whether bulky items or new bags, to start the checkout process in the self-serve area.
‘Coles is always looking for ways to improve how we serve our customers and provide exceptional customer service. Given this, our team members are always encouraged to help our customers where possible,’ the spokesperson said.
‘Whether it’s bulky items or some new bags to start the process of checking out, a team member in the area will, when possible, offer to assist customers in scanning any items.’
‘This is all about providing great service to our customers and helping them get through the checkouts quickly and efficiently.’
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