‘Is this correct?’: Coles clarifies ‘free’ scanning policy loophole
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Navigating the supermarket aisles can be a mundane task, but what if there was a secret that could add a little excitement to your grocery and save you money?
Coles, one of Australia's leading supermarket chains, has a policy to ensure customers are charged accurately at the register.
Every savvy shopper should know this little-known loophole, especially when every penny counts.
Coles has its 'Promise on Price Scanning' policy for its shoppers.
According to its website, ‘All Coles supermarkets apply our “Promise on Price Scanning” to ensure pricing accuracy at our in-store registers.’
‘A scanning error can happen if an item has been scanned, or the correct Price Lookup Up (PLU) number entered, and a price higher than the advertised or ticketed price displays at the checkout or on the receipt.’
‘If a single item scans at a higher price than the advertised or ticketed shelf price for that item, we will give you that item free.’
However, there's been a common misconception about when this policy applies.
Many shoppers believed that to take advantage of the free item, they had to purchase the incorrectly priced product first and then present the receipt to the service desk for a refund.
This belief implied that if you caught the error at the self-checkout before paying, you wouldn't be eligible for the freebie.
Coles has clarified this misunderstanding, and this is good news for shoppers.
According to a Coles spokesperson, ‘All Coles Supermarkets apply “Our Promise on Price Scanning” to ensure confidence in the pricing accuracy at our registers.’
'If a single item scans at a higher price than the advertised or ticketed shelf price for that item, we will give the customer that item free.'
This applies regardless of whether the item has been paid for or not.
The story came to light when a Coles customer took to social media to seek clarification after an item they were purchasing scanned at the incorrect price.
‘Coles, at self-checkout. Scanned item, and it displayed incorrect price,’ they wrote.
‘Notified Coles [staff] member and they changed the price to ticketed price. I asked why not free as per policy and was told as I had not yet paid, that policy did not apply. Is this correct?’
It’s understood that the Coles staff member was incorrect in informing the customer about the information, and the Coles Customer Care team is reaching out to them for a full refund.
It's important to note that while this policy is applicable in most stores, there are some exceptions.
The 'Promise on Price Scanning' does not apply to tobacco and liquor products, items over $50, third-party gift cards, Telco recharge vouchers, or items without a barcode or PLU number.
Additionally, if the wrong PLU number is entered manually, the policy does not apply.
Have you ever benefited from Coles' scanning policy, or do you have other money-saving tips for grocery shopping? Let us know in the comments below!
Coles, one of Australia's leading supermarket chains, has a policy to ensure customers are charged accurately at the register.
Every savvy shopper should know this little-known loophole, especially when every penny counts.
Coles has its 'Promise on Price Scanning' policy for its shoppers.
According to its website, ‘All Coles supermarkets apply our “Promise on Price Scanning” to ensure pricing accuracy at our in-store registers.’
Coles has its 'Promise on Price Scanning' for its shoppers. Credit: Shutterstock
‘A scanning error can happen if an item has been scanned, or the correct Price Lookup Up (PLU) number entered, and a price higher than the advertised or ticketed price displays at the checkout or on the receipt.’
‘If a single item scans at a higher price than the advertised or ticketed shelf price for that item, we will give you that item free.’
However, there's been a common misconception about when this policy applies.
Many shoppers believed that to take advantage of the free item, they had to purchase the incorrectly priced product first and then present the receipt to the service desk for a refund.
This belief implied that if you caught the error at the self-checkout before paying, you wouldn't be eligible for the freebie.
Coles has clarified this misunderstanding, and this is good news for shoppers.
According to a Coles spokesperson, ‘All Coles Supermarkets apply “Our Promise on Price Scanning” to ensure confidence in the pricing accuracy at our registers.’
'If a single item scans at a higher price than the advertised or ticketed shelf price for that item, we will give the customer that item free.'
This applies regardless of whether the item has been paid for or not.
The story came to light when a Coles customer took to social media to seek clarification after an item they were purchasing scanned at the incorrect price.
‘Coles, at self-checkout. Scanned item, and it displayed incorrect price,’ they wrote.
‘Notified Coles [staff] member and they changed the price to ticketed price. I asked why not free as per policy and was told as I had not yet paid, that policy did not apply. Is this correct?’
It’s understood that the Coles staff member was incorrect in informing the customer about the information, and the Coles Customer Care team is reaching out to them for a full refund.
It's important to note that while this policy is applicable in most stores, there are some exceptions.
The 'Promise on Price Scanning' does not apply to tobacco and liquor products, items over $50, third-party gift cards, Telco recharge vouchers, or items without a barcode or PLU number.
Additionally, if the wrong PLU number is entered manually, the policy does not apply.
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