Coles Forest Lake draws criticism from locals for replacing traditional checkouts

Coles Forest Lakes is making headlines after a concerned shopper revealed the supermarket has replaced four traditional checkouts with six new belted self-checkouts.

Self-service checkouts have been a feature in most supermarkets for some time now, however a lot of customers still prefer the more traditional staffed checkouts.

That’s the case for one concerned local who revealed his Coles store at Forest Lake Shopping Centre would be removing four traditional checkouts to make way for six new belted self-checkouts.

“I know that as an older customer I like full service as it keeps people in employment and we have someone to talk to at the end of our shopping journey,” he posted on a community Facebook page.

“Swiping and bagging as a person who is in a mobility vehicle is extremely hard.”

A Coles spokeswoman confirmed that the supermarket has replaced four traditional checkouts with six new self-service checkout stations. The new self-checkouts feature conveyor belts, which are traditionally seen at manned checkout counters.

However, she added if a customer would like to be served by a team member, the supermarket still has five traditional checkout stations.

Coles Forest Lake.

“In the past two years Coles has seen customer demand for self-checkout technologies accelerate,” she said.

“We are investing heavily into service and are rolling out a range of new options to help customers check out more quickly, including our popular belted self-check outs and packing benches. These are being installed nationally as part of our refurbishment program.

“The new format combines two experiences that customers were already familiar with – belted lanes where customers are served by team members and our existing self-checkouts.

“The investment in new technology for the service area, means we can have more checkouts open, providing customers with space, less congestion, reduced queuing and frees up team members to interact with our customers providing guidance and assistance to the level they require.”

The upgrade drew mixed reactions online, with one person writing: “I absolutely hate self-service and refuse to use it.”

Another said: “That's one reason why I do our big shop at Aldi. It would be too hard to do it at the small self-service register.”

Others said there’s no point complaining, with one writing: “The fact is, more people prefer self-service than (traditional) checkouts. The supermarket will cater to the majority and not the minority.”

Another wrote: “With a disability, I actually prefer self-service. I like bagging my own and don’t like talking.

“I haven’t been through a regular register in many years. I don’t want them to stop.”