A trip to the supermarket can be a mixed bag of experiences.

Sometimes, it's a breeze, and other times, it can leave shoppers with a story to tell.

For one customer, a routine visit to Coles led to a heated online discussion and a personal vow never to return.

Melbourne local Shani Chantel was enjoying a 'peaceful' shop at her neighbourhood Coles when things took a turn at the self-serve checkout.

As she prepared to scan her groceries, two Coles employees approached her.

Staff members insisted that she should scan her bulky pack of toilet paper before any smaller items.

According to Shani, the staff told her it was 'illegal' not to do so.

Shani Chantel was doing her routine shop at Coles when the encounter happened. Image Credit: TikTok/Shani Chantel

'I looked down at the toilet paper, I looked up and I said, "Get the f*** away from me," Shani recounted in a video.

She went on to say, 'Sir, it is one thing to have to scan this s*** myself... But it is a f****** other thing for you to tell me how the f*** to pack my bag.'

The confrontation quickly escalated as other shoppers looked on in shock.

Shani admitted she 'flipped out' at the workers, and the experience left her so rattled that she vowed never to set foot in the said store.

What's the deal with scanning big items first?

According to a Coles spokesperson, the request ensures that bulky or heavy items aren't accidentally left in the trolley unscanned.

'We know that helping our customers with bulky or heavy items can be a big help—this is all about providing great service to our customers and helping them get through the checkouts quickly and efficiently,' the spokesperson explained.

However, Coles quickly clarified that staff are not supposed to void a customer's order to enforce this practice.

'In isolated cases where this is happening, we would encourage our customers to provide us with this feedback directly, so we can provide coaching and prevent this from happening,' the spokesperson added.

Is it really 'illegal' to scan items in a certain order?

No, it's not illegal to scan your groceries in any particular order.

'As a Coles worker, it is definitely not illegal, but we do get into trouble if we don't at least encourage the customer to scan their bulk items first, unfortunately,' a Coles employee commented on Shani's video.

Supermarkets across Australia have been ramping up their loss prevention tactics, especially as self-checkouts have become more prevalent.

While these measures reduce theft and keep prices down for everyone, they could also lead to awkward or uncomfortable encounters.

Watch Shani's story here:

Source: @shanichantel/TikTok​

For many shoppers, especially seniors, self-checkouts can be daunting.

It's a delicate balance between protecting the store's bottom line and making sure customers feel respected and valued.

If you ever find yourself in a similar situation to Shani's, always remember to stay calm and polite and ask for clarification about supermarket rules.

Supermarkets like Coles and Woolworths also encourage customers to share their experiences to help them improve customer service.

Key Takeaways

• Shani Chantel claimed she was told it was 'illegal' to scan her items out of order at a Coles self-checkout.
• Coles employees allegedly instructed her to scan bulky items first, which led to an angry confrontation and Ms Chantel vowing to boycott Coles.
• Coles confirmed staff are encouraged to prioritise bulkier items at checkout to prevent theft and accidental omission, but it is not illegal to scan items out of order.
• Coles stated that in rare cases where customers may feel uncomfortable, feedback is welcomed so staff can be coached.

Have you ever had an awkward moment at a supermarket self-checkout? Do you prefer scanning your own groceries, or do you miss the days when friendly checkout staff did it for you? Share your stories with us in the comments section below.

 

[Nevertiki]

I like to scan an pack myself because I rarely buy much at once and like to balance my bags for easier walking. I often ask the attendant for help and they are ALWAYS respectful, polite and helpful. This woman is rude, aggressive and deserves to be treated as a potential shoplifter. No way she is an innocent shopper.