'Can anyone explain why?': Coles' self-checkout policy confuses shoppers
- Replies 39
A trip to the supermarket is more than just a chore; it's an opportunity to get the freshest ingredients and catch the latest deals.
Over time, supermarkets have also adapted new policies so shoppers can enjoy some independence.
What happens when a simple task like self-checkout becomes a source of frustration and confusion?
Coles shoppers across Australia have been voicing their concerns over a new check-out procedure that's causing a stir.
The issue first came to light online, where shoppers shared their experiences of being instructed to scan large items before anything else.
In some cases, customers reported that anxious staff members insisted they void their transactions and start over if they had not scanned the bulky items first.
These instructions have been forced, even when customers are already halfway through their purchases.
This has led to some unexpected and, for many, unwelcome interactions with store staff.
One shopper recounted their experience of being approached by a Coles employee for this matter.
'I was buying a few bits and pieces at Coles, including a 10-pack of canned water,' the poster shared.
'At the self-checkout, I scanned the smaller items first while I cradled the water, and one of the helpers came to me a bit panicky.'
'She asked if she could void the transaction so the waters would scan first. I said, "It's OK, it's already scanned," and I was ready to pay, but she pleaded with me to let her, or she'd get in trouble,' the story continued.
'I was a bit confused, but she seemed genuinely worried, so I let her. Can anyone explain why she needed to make sure the waters were scanned first?'
Several people shared a similar experience with the shopper.
'That explains the frantic worker yesterday,' one shared.
'I noticed this too with bulky items. I imagine it's so you don't leave it in your cart and "forget" to scan them,' another realised.
Coles initially explained the rationale behind this policy.
Staff members were encouraged to help process and scan bulky items first to reduce theft.
However, the supermarket did not explain if it was an evidence-based approach to check-outs and theft prevention.
Coles has since apologised for any inconvenience caused towards shoppers.
'The focus on having our team members scan the bulkier items first also helps to avoid situations where bulkier items are accidentally left in the trolley and not scanned,' the supermarket's spokesperson clarified.
'However, we certainly don't want our team members to "void" a customer's shopping simply to have bulk items like toilet paper scanned first.'
Coles encouraged their customers to provide direct feedback so that they can offer coaching to staff and prevent such incidents.
Shoplifting and retail theft have been prevalent across Australia for years.
Several supermarkets have deployed their security measures to combat the rise in theft.
In case you missed it, Coles also has mirrors installed at the bottom of their check-out counters.
The mirrors help ensure that all items, including heavy or bulky ones at the bottom of the trolley, are scanned and charged correctly.
On the other hand, Crime Stoppers NSW and the Australian Retailers Association launched a campaign to combat retail theft and the abuse of staff.
Coles' policy might seem like an unnecessary complication to what should be a straightforward process.
If you encounter this situation and feel uncomfortable, share your concerns with the staff or Coles customer care.
Has a Coles staff member asked you to do the same with your shopping haul? Did it disrupt your shopping routine, or is it a good security measure? Share your stories and experiences with us in the comments below.
Over time, supermarkets have also adapted new policies so shoppers can enjoy some independence.
What happens when a simple task like self-checkout becomes a source of frustration and confusion?
Coles shoppers across Australia have been voicing their concerns over a new check-out procedure that's causing a stir.
The issue first came to light online, where shoppers shared their experiences of being instructed to scan large items before anything else.
In some cases, customers reported that anxious staff members insisted they void their transactions and start over if they had not scanned the bulky items first.
Coles staff members have been asking customers to void their transactions if they do not scan bulky items first. Image Credit: Instagram/Coles Supermarkets
These instructions have been forced, even when customers are already halfway through their purchases.
This has led to some unexpected and, for many, unwelcome interactions with store staff.
One shopper recounted their experience of being approached by a Coles employee for this matter.
'I was buying a few bits and pieces at Coles, including a 10-pack of canned water,' the poster shared.
'At the self-checkout, I scanned the smaller items first while I cradled the water, and one of the helpers came to me a bit panicky.'
'She asked if she could void the transaction so the waters would scan first. I said, "It's OK, it's already scanned," and I was ready to pay, but she pleaded with me to let her, or she'd get in trouble,' the story continued.
'I was a bit confused, but she seemed genuinely worried, so I let her. Can anyone explain why she needed to make sure the waters were scanned first?'
Several people shared a similar experience with the shopper.
'That explains the frantic worker yesterday,' one shared.
'I noticed this too with bulky items. I imagine it's so you don't leave it in your cart and "forget" to scan them,' another realised.
Coles initially explained the rationale behind this policy.
Staff members were encouraged to help process and scan bulky items first to reduce theft.
However, the supermarket did not explain if it was an evidence-based approach to check-outs and theft prevention.
Coles has since apologised for any inconvenience caused towards shoppers.
'The focus on having our team members scan the bulkier items first also helps to avoid situations where bulkier items are accidentally left in the trolley and not scanned,' the supermarket's spokesperson clarified.
'However, we certainly don't want our team members to "void" a customer's shopping simply to have bulk items like toilet paper scanned first.'
Coles encouraged their customers to provide direct feedback so that they can offer coaching to staff and prevent such incidents.
Shoplifting and retail theft have been prevalent across Australia for years.
Several supermarkets have deployed their security measures to combat the rise in theft.
In case you missed it, Coles also has mirrors installed at the bottom of their check-out counters.
The mirrors help ensure that all items, including heavy or bulky ones at the bottom of the trolley, are scanned and charged correctly.
On the other hand, Crime Stoppers NSW and the Australian Retailers Association launched a campaign to combat retail theft and the abuse of staff.
Coles' policy might seem like an unnecessary complication to what should be a straightforward process.
If you encounter this situation and feel uncomfortable, share your concerns with the staff or Coles customer care.
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