There's something delightfully predictable about grocery shopping routines, isn't there?
You know exactly where the tea biscuits are, which checkout operator gives the best chat, and how your weekly shop gets packed into those familiar bags.
But when you shift to click and collect, suddenly the rules seem to change—and sometimes in ways that leave you scratching your head.
Just ask Emily, a mum from Sydney, who recently found herself staring at a collection basket filled with loose limes, avocados, and protein balls rolling around like wayward tennis balls. No bags in sight. After years of perfectly organised click and collect orders, this unexpected change had her wondering: 'It just made me wonder if this was a once-off accident or if there was a reasoning behind it.'
'Did they run out of bags and think 'stuff it, I'll just chuck it all in the crate and see what happens'? Because that's my theory, although for the love of god WILL SOMEONE THINK OF MY AVOCADO?'
It turns out Emily's experience touches on something much bigger than a simple packing oversight—it's part of Australia's dramatic shift towards more sustainable shopping practices, and it reveals some interesting gaps in how these changes are communicated to customers.
The great Australian bag revolution
To understand why your groceries might arrive loose, we need to rewind to 2018, when Australia's major supermarkets made a decision that changed shopping forever. Since 2018, the country's two largest supermarket chains, Coles and Woolworths, voluntarily removed free lightweight plastic bags from their stores and began charging for thicker reusable plastic bags instead.
The impact was immediate and impressive. By December 2018, the National Retail Association estimated that plastic bag consumption fell by 80 per cent nationwide as a result of the major supermarket withdrawal of free bags, leading to 1.5 billion fewer bags entering the environment.
But here's where it gets interesting for online shoppers: For click and collect, stores encourage customers to select 'No bags' when placing orders and remember to bring their own bags or boxes for all pickups. They'll bring out orders in crates to transfer to your own bags.
Did you know about senior discounts?
NSW Seniors Card or Senior Savers Card holders get a 5 per cent discount on WISH eGift Cards, which can be used at Woolworths, BIG W and partner stores across Australia. Additionally, enjoy a 10 per cent discount on Delivery Unlimited plans, with free delivery on orders over $75, reduced Delivery Now fees, double rewards points, and a priority customer care line.
Why your order might come unbagged
So what happened to Emily's order? There are several possible explanations:
Environmental choice: Many customers actively choose the 'no bags' option to reduce waste and save money. Coles charges $1.50 per order for recycled paper bags, so some shoppers prefer to bring their own containers.
Staff training gaps: With Woolworths achieving the highest score in 2024 plastic reduction audits, staff are increasingly encouraged to minimise packaging. Sometimes this guidance gets applied inconsistently.
System glitches: Online shopping platforms don't always clearly communicate bagging preferences, leading to assumptions about what customers want.
Sustainability priorities: Shoppers continue to be penalised for trying to shop without packaging on their fresh produce, with loose fresh produce more expensive than plastic-wrapped produce in 73 per cent of cases. Click and collect teams may assume customers want to avoid extra packaging costs.
What this means for senior shoppers
Research shows that senior shoppers have specific concerns when it comes to grocery shopping that differ from younger customers. The major issues identified included the demeanour of supermarket employees, the functionality of shopping equipment (i.e. trolleys and baskets), and the appropriate placement of products on supermarket shelves. Respondents considered these issues to be personally relevant and important to seniors in general.
Emily's loose avocado incident fits into a broader pattern of communication gaps that particularly affect older shoppers who may be less familiar with evolving online shopping protocols.
Your rights when orders go wrong
When your click and collect order isn't quite what you expected, you have clear consumer rights under Australian law. Under the Australian Consumer Law, the business that sells the product, not the manufacturer, is responsible for providing consumers with a remedy where the product has a problem.
For loose groceries that get damaged in transit or selection issues, the process is straightforward:
- Contact the store directly first - Most major supermarkets have dedicated customer service teams for online orders
- Set out your complaint in writing, by email or letter. That way they're clearly aware of the problem, what you want, and you have a record of your contact.
- If an issue does occur, getting a refund or a different item is usually straightforward with most major retailers
What to do when your click and collect order surprises you
- Take photos of any damage caused by inadequate packaging
- Contact customer service immediately while you're still at the collection point
- Ask about bagging options for future orders to prevent repeat issues
- Request clarification on environmental policies so you understand your choices
- Consider the 'Direct to Boot' service if available—staff load straight into your car
Making click and collect work for you
The good news is that despite strong stated interest in online shopping, only about 5 per cent of Woolworths customers and 4 per cent of Coles customers actually shop online monthly, meaning services are generally not overwhelmed and customer service teams are responsive to individual needs.
Here are some practical tips for senior shoppers:
Before ordering:
- Look for bagging options in your account settings
- Add special instructions in the 'notes' section about fragile items
- Remember you can designate an alternate collector in the shopper's notes if needed
At collection:
- Remember to take your order confirmation number and personal ID when collecting your groceries
- Inspect orders before leaving the collection point
- Ask staff about their bagging policies if you're unsure
For future orders:
- Enjoy free, same-day collection by ordering online and selecting your preferred pickup time
- Consider the environmental impact of your choices—many seniors are passionate about sustainability
The bigger picture on senior shopping trends
Emily's experience highlights a broader trend affecting senior shoppers. Issues raised in focus groups that are worthy of consideration by supermarket managers include merchandise quality, adequate access to and within the store, in-store amenities, home delivery options, seniors' discounts, and avoiding extended queuing.
The shift to online shopping has particular implications for older Australians. Given that older adults are prone to car cessation, they may also be at risk of food insecurity. Online shopping has the potential to become a key solution to this growing social issue. The objective is to understand how mode use relates to food shopping patterns, and what specifically motivates older adults to choose certain travel modes for grocery shopping or to shop online.
However, costs related to cart assembly and deliveries were important factors in avoiding online grocery shopping despite online services allowing participants to minimise risk of injury and falling. These concerns were likely raised because most participants were not aware of the tax deduction for delivery of groceries available to seniors in the study region.
Looking ahead: What supermarkets are doing
Australian supermarkets are increasingly focused on sustainability initiatives that may affect how your orders are packed. While many supermarkets have adopted Australia's 2025 National Packaging Targets, including a goal to recycle or compost 70 per cent of plastic packaging by 2025, only 18 per cent of plastic packaging is currently being composted or recycled in Australia.
This means we can expect to see more changes to packaging and bagging practices over the coming years. The key for senior shoppers is staying informed about these changes and knowing how to communicate your preferences clearly.
Did you know?
Did you know?
An initiative that started during Covid-19 lockdowns, Coles and Woolworths priority delivery services remain accessible for seniors and vulnerable Australians. The initiative was implemented to ensure that vulnerable people are able to access home delivery services for groceries and other necessities. If you have health concerns or mobility issues, you may be eligible for priority assistance.
So, to answer Emily's question about her loose avocados—it probably wasn't a case of staff running out of bags and thinking 'stuff it.' More likely, it was a combination of environmental policies, system settings, and perhaps a communication gap about customer preferences.
The solution isn't to abandon click and collect, but rather to become a more informed customer. Know your options, communicate your preferences clearly, and don't hesitate to speak up when something doesn't meet your expectations.
After all, whether your avocados arrive in a bag or rolling loose, you're still entitled to perfect produce and excellent service. The trick is knowing how to ask for what you need in this brave new world of sustainable shopping.
Have you encountered any surprising changes in your click and collect orders lately? We'd love to hear about your experiences and any tips you've discovered for navigating the evolving world of online grocery shopping.
Original Article
https://www.kidspot.com.au/lifestyl...r/news-story/83cb99c376dbf0527ad60a91aa0cc580
Click & Collect | Woolworths
Cited text: Whether on the way home from work or after picking up the kids from school, pick up offers the convenience of same day collection.
Excerpt: 'It just made me wonder if this was a once-off accident or if there was a reasoning behind it.'
https://www.woolworths.com.au/shop/discover/shopping-online/click-collect
Plastic bag bans in Australia—Wikipedia
Cited text: Since 2018, the country's two largest supermarket chains, Coles and Woolworths, voluntarily removed free lightweight plastic bags from their stores an...
Excerpt: Since 2018, the country's two largest supermarket chains, Coles and Woolworths, voluntarily removed free lightweight plastic bags from their stores and began charging for thicker reusable plastic bags instead.
https://en.m.wikipedia.org/wiki/Plastic_bag_bans_in_Australia
Plastic bag bans in Australia—Wikipedia
Cited text: By December 2018, the National Retail Association estimated that plastic bag consumption fell by 80 per cent nationwide as a result of the major supermarket w...
Excerpt: By December 2018, the National Retail Association estimated that plastic bag consumption fell by 80 per cent nationwide as a result of the major supermarket withdrawal of free bags, leading to 1.5 billion fewer bags entering the environment.
https://en.m.wikipedia.org/wiki/Plastic_bag_bans_in_Australia
Reusable paper bags and our work toward more sustainable packing | Coles
Cited text: Click & Collect · We'd encourage you to select 'No bags' when placing your order and remember to BYO bags or boxes for all your pick-ups. We'll bring ...
Excerpt: For click and collect, stores encourage customers to select 'No bags' when placing orders and remember to bring their own bags or boxes for all pickups.
https://www.coles.com.au/about/sustainability/environment/bagging-information
Woolworths Promo Codes Australia + 20 per cent off in August 2025
Cited text: Woolworths offers seniors with a NSW Seniors Card or Senior Savers Card a 5 per cent discount on WISH eGift Cards, which can be used at Woolworths, BIG W and ...
Excerpt: NSW Seniors Card or Senior Savers Card holders get a 5 per cent discount on WISH eGift Cards, which can be used at Woolworths, BIG W and partner stores across Australia.
https://theorganisedhousewife.com.au/coupons/woolworths-australia
Woolworths Promo Codes Australia + 20 per cent off in August 2025
Cited text: Additionally, enjoy a 10 per cent discount on Delivery Unlimited plans, with free delivery on orders over $75, reduced Delivery Now fees, double rewards point...
Excerpt: Additionally, enjoy a 10 per cent discount on Delivery Unlimited plans, with free delivery on orders over $75, reduced Delivery Now fees, double rewards points, and a priority customer care line.
https://theorganisedhousewife.com.au/coupons/woolworths-australia
Reusable paper bags and our work toward more sustainable packing | Coles
Cited text: Or you can choose our 100 per cent recycled paper bags for $1.50 per order.
Excerpt: Coles charges $1.50 per order for recycled paper bags
https://www.coles.com.au/about/sustainability/environment/bagging-information
Unwrapped: Plastic use in Australian supermarkets
Cited text: Woolworths has made significant improvements from last year, achieving the highest score in 2024.
Excerpt: Woolworths achieving the highest score in 2024 plastic reduction audits
https://www.marineconservation.org.au/unwrapped/
Unwrapped: Plastic use in Australian supermarkets
Cited text: Shoppers continue to be penalised for trying to shop without packaging on their fresh produce, with loose fresh produce more expensive than plastic-wr...
Excerpt: Shoppers continue to be penalised for trying to shop without packaging on their fresh produce, with loose fresh produce more expensive than plastic-wrapped produce in 73 per cent of cases.
https://www.marineconservation.org.au/unwrapped/
The three “big issues” for older supermarket shoppers | Emerald Insight
Cited text: The major issues identified included the demeanour of supermarket employees, the functionality of shopping equipment (i.e. trolleys and baskets), and ...
Excerpt: The major issues identified included the demeanour of supermarket employees, the functionality of shopping equipment (i.e. trolleys and baskets), and the appropriate placement of products on supermarket shelves.
https://www.emerald.com/insight/content/doi/10.1108/07363760510623894/full/html
Contacting a business to fix a problem | ACCC
Cited text: If this happens, tell the business that under the Australian Consumer Law, the business that sells the product, not the manufacturer, is responsible f...
Excerpt: Under the Australian Consumer Law, the business that sells the product, not the manufacturer, is responsible for providing consumers with a remedy where the product has a problem.
https://www.accc.gov.au/consumers/p...bought/contacting-a-business-to-fix-a-problem
Contacting a business to fix a problem | ACCC
Cited text: It can also be useful to set out your complaint to the business in writing, by an email or letter. That way they’re clearly aware of the problem, what...
Excerpt: Set out your complaint in writing, by email or letter. That way they're clearly aware of the problem, what you want, and you have a record of your contact.
https://www.accc.gov.au/consumers/p...bought/contacting-a-business-to-fix-a-problem
Online Grocery Shopping for Seniors—the Good and the Bad | Right at Home
Cited text: If an issue does occur, getting a refund or a different item is usually straightforward.
Excerpt: If an issue does occur, getting a refund or a different item is usually straightforward
https://www.rightathome.net/blog/online-grocery-shopping
Online grocery shopping not to Australians' taste—National Seniors Australia
Cited text: Despite a new survey from Roy Morgan released this week that showed respondents professing strong interest in shopping online, in an average month jus...
Excerpt: despite strong stated interest in online shopping, only about 5 per cent of Woolworths customers and 4 per cent of Coles customers actually shop online monthly
https://nationalseniors.com.au/news/latest/online-grocery-shopping-not-to-australians-taste
Woolworths Promo Codes Australia + 20 per cent off in August 2025
Cited text: Simply shop online, select a store location and pickup time, pay by card, and even designate an alternate collector in the shopper's notes if needed.
Excerpt: Remember you can designate an alternate collector in the shopper's notes if needed
https://theorganisedhousewife.com.au/coupons/woolworths-australia
Woolworths Seniors Card discount | NSW Government
Cited text: Remember to take your order confirmation number and personal ID when collecting your groceries.
Excerpt: Remember to take your order confirmation number and personal ID when collecting your groceries
https://www.nsw.gov.au/community-services/seniors-card/deals-discounts/woolworths-seniors-discount
Woolworths Promo Codes Australia + 20 per cent off in August 2025
Cited text: Enjoy free, same-day collection by ordering online and selecting your preferred pickup time.
Excerpt: Enjoy free, same-day collection by ordering online and selecting your preferred pickup time
https://theorganisedhousewife.com.au/coupons/woolworths-australia
The three “big issues” for older supermarket shoppers | Emerald Insight
Cited text: Further issues raised in the focus groups that are worthy of consideration by supermarket managers and other retailers are merchandise quality, adequa...
Excerpt: Issues raised in focus groups that are worthy of consideration by supermarket managers include merchandise quality, adequate access to and within the store, in-store amenities, home delivery options, seniors' discounts, and avoiding…
https://www.emerald.com/insight/content/doi/10.1108/07363760510623894/full/html
Qualitative Study on Factors Influencing Aging Population’s Online Grocery Shopping and Mode Choice When Grocery Shopping in Person—Ana Bezirgani, Ugo Lachapelle, 2021
Cited text: Given that older adults are prone to car cessation, they may also be at risk of food insecurity. Online shopping has the potential to become a key sol...
Excerpt: Given that older adults are prone to car cessation, they may also be at risk of food insecurity.
https://journals.sagepub.com/doi/full/10.1177/0361198120964790
Qualitative Study on Factors Influencing Aging Population’s Online Grocery Shopping and Mode Choice When Grocery Shopping in Person—Ana Bezirgani, Ugo Lachapelle, 2021
Cited text: Costs related to cart assembly and deliveries were important factors in avoiding online grocery shopping despite online services allowing participants...
Excerpt: costs related to cart assembly and deliveries were important factors in avoiding online grocery shopping despite online services allowing participants to minimise risk of injury and falling.
https://journals.sagepub.com/doi/full/10.1177/0361198120964790
Supermarket Plastics—Australian Marine Conservation Society
Cited text: While many supermarkets have adopted Australia’s 2025 National Packaging Targets, including a goal to recycle or compost 70 per cent of plastic packaging by 2...
Excerpt: While many supermarkets have adopted Australia's 2025 National Packaging Targets, including a goal to recycle or compost 70 per cent of plastic packaging by 2025, only 18 per cent of plastic packaging is currently being composted or recycled in Australia.
https://www.marineconservation.org.au/supermarket-plastic/
Priority home grocery delivery for seniors: Coles | Woolworths
Cited text: An initiative that started during Covid-19 lockdowns, Coles and Woolworths priority delivery services remain accessible for seniors and vulnerable Aus...
Excerpt: An initiative that started during Covid-19 lockdowns, Coles and Woolworths priority delivery services remain accessible for seniors and vulnerable Australians.
https://agedcaredecisions.com.au/home-delivery-for-seniors-vulnerable-australians-coles-woolworths/
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