Have you ever been baffled by a seemingly strange request from a Coles employee at the self-serve checkout?

You're not alone.

A recent revelation from a Coles customer has shed light on a little-known rule that has left many shoppers scratching their heads.

In a video shared on social media, a Coles customer, known as @teya0466, recounted her unusual experience at the self-service checkout.

She was about to purchase a carton of mineral water when a Coles employee insisted on helping her, specifically requesting that she scan the heavy item first.

A shopper shared her experience at the Coles self-service checkout. Credit: Shutterstock

'I was using the self-service checkout, the one with the conveyor belt,' the shopper said.

‘I was going to purchase a carton of mineral water, and the lady that was overseeing the area was very insistent on helping me.’

‘And I was like, “No, it’s fine—I’m in the self-checkout. I’ll just do it myself.”’

‘She was like, “OK, but can you scan it first?”’

‘And I’m like, OK, that’s a bit weird. I don’t know why,’ she added.

‘But she was very adamant that I had to scan the carton first—I [didn’t] know I had to do that.’

The shopper's confusion led her to ask for advice on why Coles staff would insist on ‘having to scan your groceries in a certain order when you’re using the self-checkout service’.

The responses she received shed light on a confusing situation.

Many social media users, including former Coles employees, explained that heavy and bulk buys are often the most stolen items.

'As an ex-Coles service employee, it’s because bulk items are their highest stolen item. Even at the normal registers, they’ll ask you if you have any bulk items first. It’s hard on workers too,' one user said.

Another employee added, 'Because we who work at Coles have to, otherwise we get in trouble. I have been telling customers why, which helps.'

A third added, ‘My mother-in-law works there, and apparently, they have to do them first, and they are scored on it!’

The shopper who shared the video admitted she had no idea that bulky and heavy items were targeted by thieves.

'I just felt the experience was awkward and weird,' she responded.

‘But I hadn’t considered theft. Just never been told how to scan my groceries.'

You can watch the shopper's video below:

Credit: @teya0466 / TikTok​

A Coles spokesperson confirmed that staff are always on hand to help customers with the checkout process.

'Coles is always looking for ways to improve how we serve our customers and provide exceptional customer service,' the spokesperson said.

'Our team members are always encouraged to help our customers where possible. Where a customer has certain items, this may include bulky or heavy items, our team will offer to assist them in scanning the items when checking out.'

‘This is all about providing great service to our customers and helping them get through the checkouts quickly and efficiently.’

However, not everyone seemed to understand this rule.

In a previous story, a shopper shared on social media that he had been scolded by a ‘power tripping’ Coles staff member while trying to use the self-serve checkout as the shopper had committed a similar mistake.

You can read more about the story here.

Key Takeaways

• A Coles customer has shared a video recounting her confusion over a Coles employee’s insistence on scanning heavy items first at the self-service checkout.
• Many have speculated that this rule is in place because heavy and bulk-buy items are commonly stolen, and scanning them first helps reduce theft.
• Coles employees have confirmed that they are instructed to scan bulky items first and are also rated on this practice.
• A Coles spokesperson stated that the supermarket is committed to improving customer service and that team members are encouraged to assist with the checkout process, especially with bulky or heavy items.

What are your thoughts on this rule, members? Have you experienced something similar at other supermarkets? Share your experiences in the comments below!

 

[David567]

My suggestion to Coles is to reintroduce serviced checkouts if you don't like the way customer serve themselves. Otherwise shut the f*** up.

 

[I'm Mal]

If they want you to do it a certain way, then all the more reason to dump the self checkout. If they are so worried about theft, they should stop trying to make customers do the supermarket's job for them. Personally, if I go to a supermarket which is not often, I refuse to use self checkout and demand to be served at a normal checkout. If that is refused, I simply leave my shopping and walk out.

 

[OzBoz]

And does this procedure reduce theft? I find it hard to see how.

 

[BRIAN KK]

Didn't know self serve checkouts came with conveyor belts, never seen one. At least they have staff overseeing if you have issues. My local Aldi put in more self serve checkouts and if a customer has an issue then the checkout person serving you stops scanning your stuff to go and help them!!

 

[Leoniey]

Not enforceable in any legal sense. Coles can take a one way ticket and fly into the sun. And who in their right mind who BUY water. In my kitchen, there's a strange gadget called a TAP. Try using it some time. If you think of "nasties" in tap water, buy yourself a portable filtering system such as Britta products or install an inline filter in the plumbing.

Just letting you know - those of us who go camping need to take our own water with us for drinking, cooking and washing. Obviously, we only buy bottled water for drinking and cooking, but tap water is not available everywhere.

 

[Veggiepatch]

Just letting you know - those of us who go camping need to take our own water with us for drinking, cooking and washing. Obviously, we only buy bottled water for drinking and cooking, but tap water is not available everywhere.

I gather you don't take everything AND the kitchen sink when you go camping....