‘Customer service is dead’: New Coles self-checkout policy infuriates shopper

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.


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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.


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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.’
Key Takeaways
  • A Coles customer has expressed frustration about a new self-checkout policy regarding the scanning of paper bags, feeling it implies shoppers are potential thieves.
  • Coles has introduced several new security measures to combat theft, such as body cameras on staff, locking devices on trolleys, alarms, and high-tech gates.
  • The shopper was insulted when a store manager confirmed it was policy for staff to scan the supermarket's paper bags during self-checkout to prevent theft.
  • A Coles spokesperson noted that team members aim to assist customers at self-serve checkouts and improve customer service, but the shopper felt that customer service was being overshadowed by focus on profits and security.
Have you had a similar experience with these security features and Coles' new policies? Share your thoughts in the comments below!
 
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Last time I was at Cole’s I used a staffed checkout. As I walked past the self serve I noticed a lady trying to exit the gate on one end of the checkouts, our Cole’s have a gate on each end. She had just finished using a self serve checkout near that gate. The gate wouldn’t open, it was locked, so the lady had to walk to the gate right up the other end of the 20 odd checkouts to exit the gate that end. I think as they only had 1 staff member working in self serve and she was up that end they were making everyone exit near her. This is a bit ridiculous, if they want people to serve themselves they need to be more trusting, if not they need to go back to staffed checkouts so people don’t get the opportunity to steal.
 
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I went shopping at Bunnings a few months ago and bought quite a mixture of products including drainpipe connections , screws and a 4 litre outdoor tiles sealant . There were only self service checkouts available .
So , I scanned all the products including the $ 89.- sealant. It was all showing on the screen and a picture of the products as well , then this mature Bunnings employee came to my trolley and tried to scan the sealant , which I had already done and asked her “What are you doing “ .
Can’t you see that I scanned already the sealant, it even shows up on the screen”. She moved away , no apology at all , did not even check with me , if I had forgotten to scan that product . It really made me boiling inside , as I DO NOT STEAL !
The next day I got an email from Bunnings , how I went with my last shopping . I did give them heaps and unfortunately I never heard anything of them , the least they could apologise for this lady’s action .
As so many have slready said. You may not steal that doesn’t mean others don’t. Blame them.
 
And yet this problem is so easy to fix.

Get rid of the self-checkouts and bring back human cashiers to scan and pack our shopping.
 
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I think if Coles is doing this, then there is a bigger problem with theft than we know off.
Wouldn't we be taking more precautions if this was our business ?

Should be angry with the thieves not coles
As we used to say, the bastards would steal the pennies off a dead mans eyes.
 
Simple solution boycott the store's I still can't work out why people are so stupid to help a billion dollar company that doesn't give you a discount on your groceries etc for using self-serve checkouts and have a good look around there is less staff per store so you effectively add to there billion plus profits 📈 🙄
 
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If people are not happy with the process when going through the checkout….shop with your feet…shop somewhere else!!
If you have nothing to hide, why get up in arms about it. If people did not steal, there would be no need for these measures to be implemented
 
If people are not happy with the process when going through the checkout….shop with your feet…shop somewhere else!!
If you have nothing to hide, why get up in arms about it. If people did not steal, there would be no need for these measures to be implemented
if there were no self serve checkouts there would be no need for these money wasting measures.
 
In my opinion, PART of this charging for paper bags is because supermarkets are trying to encourage customers to bring their own re-usable shopping bags. If everyone remembered to bring their own bags there wouldn’t be so much pollution by throw-away plastic and paper bags. Take your own fabric re-usable bags then there would be no need for the throw away paper ones.

Customers are still complaining about the flimsy paper bags that cannot take the weight of just a few items and tearing, also due to moisture from items inside. WELL, THE SOLUTION IS - DON‘T FORGET TO TAKE YOUR OWN RE-USABLE FABRIC ONES EVERY TIME then you won’t have to buy bags and you won’t need to whinge any more.
No need to shout we got your message loud and clear.
 
If people are not happy with the process when going through the checkout….shop with your feet…shop somewhere else!!
If you have nothing to hide, why get up in arms about it. If people did not steal, there would be no need for these measures to be implemented
I tend to agree, but the majority of shoppers won't boycott Coles or Woolworths.
There was a lot of brouhaha about Woolworths after they declined to stock Australia Day merch.
All forgotten now - the carparks here are chokkers again with shoppers.

Very difficult to change shoppers habits.

I suppose it's not that they think you are about to steal 25 cents ... they just want the public to know they are watching, even if they catch zero people stealing.

This article about the paper bags will also blow over.
We use a mixture of the paper bags plus some stronger old-type heavy-duty bags for the heavier moist or frozens.
And as mentioned before by myself and others, take Woolies bags to Coles, and Coles bags to Woolies.
And don't overload the paper bags - they will last for heaps of shopping trips with care.
It's good for my mental health to fold them again when we get home - some of the little blighters refuse to fold :(
End of issue. Just simple housekeeping.
 
If people stopped stealing stuff then Coles & Woolworths wouldn’t have to install so many theft detection devices. Bunnings is another store that has an enormous problem with theft. My husband often complains that he has gone to buy something & the packet has been opened and a few bits removed. People nowadays get upset over very little.
Why are we expected to self serve? It won’t be long before we are charged for entering the store!
 
I use a mobility scooter when shopping & the security gates regularly close on me as I leave the checkout area!
 
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Why are we expected to self serve? It won’t be long before we are charged for entering the store!
I really wonder if our generation is becoming the forgotten one. When I was younger I used to feel young people were invisible now that I’m older it’s us. No one really cares that we don’t want to be scanning a trolley full of groceries when it’s hard enough to get stuff off the shelf, into the trolley & out again. I don’t mind doing a couple of things but would baulk at a trolley full, so I use the click & collect option. Even my son, who is a Tech specialist, won’t scan a full trolley himself. My husband & I have perfected our confused, old people look at airports if we really don’t feel like doing it all ourselves, & now my husband has one eye people run from everywhere. Wonder if it would work at the supermarket? I do try to adapt to the world we live in but life can be hard enough as we age but the “do everything yourself“ era is something we could all do without.
 
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To date, I have not spent a cent on a re-usable bag.... another money-maker.....
I agree with this in principle.
I don't get out of the car now in a shopping centre, without 3 shopping bags.
We might only get a couple of staple items, but I'm tired of adding to the stack of bags in the car and at home.
When these paper ones are discarded eventually, we have a few durable old-type bags that will be serviceable for at least a couple of years.
 
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