In a move that has left many customers feeling frustrated and disappointed, Coles has introduced a significant alteration to one of its most cherished services.

The supermarket giant confirmed that it is trialling a new approach to its weekly specials catalogues, a staple for savvy Aussies looking to stretch their dollars further.

For years, Coles customers have enjoyed the convenience of getting a 'Sneak Peek' at the upcoming week's catalogue specials, which typically showcase discounts starting on Wednesday by early Monday evening.

This early access allowed shoppers to plan their weekly grocery trips, ensuring they could take advantage of the best deals.

Coles releases a ‘Sneak Peek’ of their weekly catalogue on Monday evenings. Image source: Coles

However, in a controversial shift, Coles has now gated this preview behind a log in wall.

Shoppers are now required to create an account with Coles or log in to an existing profile to view the early catalogue.

This change has not been well-received by a segment of the customer base, who have taken to social media and other platforms to voice their discontent.

One disgruntled customer questioned the supermarket's motives on a social media platform, saying, 'Coles, any reason why we have to sign up to view your next catalogue now? Your competitors don’t do this restriction. You want our details to bombard us with spam? Don’t think I will.'

Customers expressed disappointment about the log in wall. Image source: X (Twitter)

Another customer expressed their frustration, writing, 'Coles, why do I need to login to look at next week’s catalogue when I never shop online? My account is also inactive, and I don’t want to be on hold with your customer service centre. Please don’t change what’s not broken #Disappointed.'

After facing criticism, a spokesperson from Coles has responded to the issue.

'We are constantly working to improve the digital experience for our customers. The number one piece of feedback that we get from our customers is about having personalised specials based on what they have bought previously,' the spokesperson explained to a news outlet.

The spokesperson further elaborated, 'As part of the work we are doing in this space, we are trialling asking some customers to log into Coles Online to view the sneak peek catalogue so we can give them more personalised specials based on their location and what they have bought before.'

Coles has also encouraged customers to share their thoughts on the new system, emphasising their openness to customer feedback.

While the intention behind the trial may be to offer a tailored shopping experience, it's clear that the execution has not resonated with a portion of Coles' loyal customer base.

The requirement to log in could be an unnecessary barrier, particularly for those who prefer to shop in-store or who are concerned about privacy and the potential for increased marketing communications.

It also underscores how many customers rely on supermarkets’ weekly catalogues. Earlier this month, Woolworths customers experienced frustration due to a delay in the release of the supermarket's weekly catalogue.

Woolworths eventually updated its website with the new catalogue but did not explain the delay in publication.

Key Takeaways

• Coles supermarket faced criticism for altering the access to its 'Sneak Peek' weekly specials catalogue.
• Customers must now create an account or sign in to view the early catalogue, a deviation from the previous system.
• Shoppers expressed disappointment and frustration with the change, questioning the need for registration and the potential for spam.
• A Coles spokesperson explained the trial aims to offer a more personalised shopping experience by providing tailored specials based on purchasing history and location.

Remember, your voice matters, and feedback to companies like Coles can often lead to improvements that benefit all customers.

If you're feeling strongly about this issue, consider contacting Coles directly to let them know how this change affects you. After all, the best way to ensure that services cater to our needs is to make our preferences and concerns known.

We'd love to hear your thoughts on this new trial by Coles. Have you been affected by the change? Do you see it as a helpful step towards personalisation or an unwelcome hurdle in accessing weekly deals? Share your experiences and opinions in the comments below!

 

[AlanQ]

It's a cost saving that potentially helps with containing the cost of doing business. Why pay someone or outsource the delivery of catalogues when it can be done by 1 person on an app via their website. What's the issue. Plenty of apps available that will do the amalgamation of all the supermarket catalogues to allow you to make up a list applicable to the store with best price options. (if you've got that much time to bother). Not too much in these catalogues that are actual essential for everyday life. The cleaning products and health and beauty items are not weekly buys, so could be handy to know when you may actually need to buy on sale. Otherwise, it's chocolate, coke and chips that are being promoted. I know to some, sugar, salt and caffeine are considered to be part of a healthy diet, so it's worth it for them to know where to buy.

 

[marni]

No problem. Just shop after the catalogue is published. You could also go to the store and sit down with a coffee to circle the specials you are interested in if you never shop online anyway. Happy to have my account

 

[KatKop]

We live in a small country town more than 30 minutes away from the Big Three (Coles, Woolworths, Aldi). Thanks to our hardworking junk mail team, we can compile our shopping lists at home and plan weekly trips into the 'biggish' smoke, combining grocery shopping with other necessary errands.

We never get Coles catalogues so guess who doesn't benefit from our careful pensioner spending?

 

[Ebby]

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