Coles’ apology over shopper’s self-checkout rant falls flat for some shoppers: ‘He’s not wrong’
- Replies 16
The advent of self-serve checkouts in supermarkets has been a divisive topic for years, and it seems the debate has been sparked anew thanks to a viral video from a disgruntled shopper.
The video, which has now been viewed over a million times, features Aussie comedian Joe Salanitri delivering a fiery tirade against the self-service system at his local Coles.
Salanitri humorously yet pointedly criticises the expectation for customers to scan and bag their own groceries in the post.
‘I’m working for Coles now… We are working for Coles now,’ he says.
‘I’m going to send you [Coles] my tax file number so I can start getting paid.’
He then asks the supermarket giant for tasks.
‘What do you want me to do next?’ he adds, even going so far as to specify by offering to stack the shelves, reverse the delivery truck and lock up on the way out.
‘Do you want me to pack the bag? I don’t know how to pack the bag with these condiments, knowing what’s going to squash and what’s not going to squash.’
‘I haven’t gone to school for this s***, I don’t know how to do that... what am I going to do with the grapes? WHAT AM I GONNA DO WITH THE GRAPES?’
‘What’s next, do you want me to make my own f**king Coco Pops?’
The video struck a chord with many Australians, who echoed Salanitri's sentiments in the comments, expressing their dissatisfaction with feeling like they're doing a job they didn't sign up for.
‘He’s not wrong and we are all paying top dollar,’ one user said.
‘If I hurt myself using self-serve checkout, can I claim work cover?’ one user asked.
Another added: ‘I want in on Woolies and Coles’ Christmas Party since I’m a staff member.’
Coles' response to the video was swift and apologetic, acknowledging the customer's frustration and promising to share the feedback with their operations team.
‘Ohh this was a hard watch for us! We’re sorry we let you down,’ their official account replied.
‘We should always have a range of checkout options open for the convenience of our customers, but we hear you loud and clear that this didn’t happen when you visited.’
‘We will share your feedback with our Ops team (feedback as in, your actual video!) because we are always listening and learning, and your vid makes your point clearly.’
However, the apology seemed to do little to assuage the feelings of those who agree with Salanitri, as hundreds of comments replied to them with shared experiences of annoyance and resistance to the self-service model.
‘No, you’re not “learning” at all. If you did, you’d react by making checkouts more available instead of having people ask for them,’ one commenter said.
‘It’s funny Coles replied [fully] knowing they won’t change s***,’ another added.
The debate around self-serve checkouts isn't just about convenience; it's also about the broader implications for employment and the shopping experience.
Many commenters vowed to avoid self-service checkouts, also citing concerns over job losses and the impersonal nature of the experience.
There's a fear that automation could lead to fewer jobs for checkout staff, which is particularly concerning in a job market that can be challenging for older Australians.
Moreover, introducing additional security measures, such as cameras watching shoppers and technology to detect scanning accuracy, has added to the discomfort.
Shoppers report feeling criminalised during their grocery runs, an experience far from the friendly, community-focused shopping trips of the past.
It's important to note that while self-service checkouts offer convenience and efficiency, they should not replace the value of customer service and the need for choice.
Supermarkets like Coles must balance the desire for modernisation with the needs and preferences of all their customers, including those who value traditional checkout interactions.
If you find yourself frustrated with self-service checkouts, don't hesitate to contact store management or use the manned checkouts where available. Your feedback is crucial in helping retailers understand their customers' needs.
We'd love to hear your thoughts on this topic. Have you had similar experiences with self-service checkouts? Do you prefer the traditional checkout experience, or have you embraced the self-service trend? Share your stories and opinions in the comments below!
The video, which has now been viewed over a million times, features Aussie comedian Joe Salanitri delivering a fiery tirade against the self-service system at his local Coles.
Salanitri humorously yet pointedly criticises the expectation for customers to scan and bag their own groceries in the post.
‘I’m working for Coles now… We are working for Coles now,’ he says.
‘I’m going to send you [Coles] my tax file number so I can start getting paid.’
He then asks the supermarket giant for tasks.
‘What do you want me to do next?’ he adds, even going so far as to specify by offering to stack the shelves, reverse the delivery truck and lock up on the way out.
Comedian Joe Salanitri took out his frustration on Coles’ self-checkouts in a video posted online, which has racked up thousands of reactions and over a million views. Image Credit: Instagram/ @joesalanitri
‘Do you want me to pack the bag? I don’t know how to pack the bag with these condiments, knowing what’s going to squash and what’s not going to squash.’
‘I haven’t gone to school for this s***, I don’t know how to do that... what am I going to do with the grapes? WHAT AM I GONNA DO WITH THE GRAPES?’
‘What’s next, do you want me to make my own f**king Coco Pops?’
The video struck a chord with many Australians, who echoed Salanitri's sentiments in the comments, expressing their dissatisfaction with feeling like they're doing a job they didn't sign up for.
‘He’s not wrong and we are all paying top dollar,’ one user said.
‘If I hurt myself using self-serve checkout, can I claim work cover?’ one user asked.
Another added: ‘I want in on Woolies and Coles’ Christmas Party since I’m a staff member.’
Coles' response to the video was swift and apologetic, acknowledging the customer's frustration and promising to share the feedback with their operations team.
‘Ohh this was a hard watch for us! We’re sorry we let you down,’ their official account replied.
‘We should always have a range of checkout options open for the convenience of our customers, but we hear you loud and clear that this didn’t happen when you visited.’
‘We will share your feedback with our Ops team (feedback as in, your actual video!) because we are always listening and learning, and your vid makes your point clearly.’
However, the apology seemed to do little to assuage the feelings of those who agree with Salanitri, as hundreds of comments replied to them with shared experiences of annoyance and resistance to the self-service model.
‘No, you’re not “learning” at all. If you did, you’d react by making checkouts more available instead of having people ask for them,’ one commenter said.
‘It’s funny Coles replied [fully] knowing they won’t change s***,’ another added.
The debate around self-serve checkouts isn't just about convenience; it's also about the broader implications for employment and the shopping experience.
Many commenters vowed to avoid self-service checkouts, also citing concerns over job losses and the impersonal nature of the experience.
There's a fear that automation could lead to fewer jobs for checkout staff, which is particularly concerning in a job market that can be challenging for older Australians.
Moreover, introducing additional security measures, such as cameras watching shoppers and technology to detect scanning accuracy, has added to the discomfort.
Shoppers report feeling criminalised during their grocery runs, an experience far from the friendly, community-focused shopping trips of the past.
[Content warning: The video below contains strong language some viewers may find distressing. Please be advised.]
Source: Instagram/@joesalanitri
Source: Instagram/@joesalanitri
It's important to note that while self-service checkouts offer convenience and efficiency, they should not replace the value of customer service and the need for choice.
Supermarkets like Coles must balance the desire for modernisation with the needs and preferences of all their customers, including those who value traditional checkout interactions.
If you find yourself frustrated with self-service checkouts, don't hesitate to contact store management or use the manned checkouts where available. Your feedback is crucial in helping retailers understand their customers' needs.
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