Customers outraged over supermarket's new bag policy

“Customer service is dead! Profits and shareholders are all that matters!”

Joel Erickson

3 min read

February 21, 2024 - 12:36PM

Coles asks suppliers to reduce prices amid cooling inflation

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Coles customers are lashing out at a new bag policy at self-serve checkouts.

The controversy started when a shopper took to Facebook to complain about a recent experience at a self-serve checkout at a store on NSW’s Central Coast.

7News reports the man claimed a store employee told him that Coles now required a staff member to scan in any purchased bags for customers using the self-serve checkout.

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The customer was using the self-serve checkout when he was told of the new policy. Picture: Getty

The man was told staff are now required to scan in all purchased bags through self-serve. Picture: Facebook

"I told her no, I can scan them"

He claimed he was told the new policy was put in place in an attempt to combat theft.

“Was at Coles today Lake Haven branch and went through the self serve checkout as usual, as there is virtually nobody manning a register anymore,” he said.

“I grabbed about four of those paper bags that can’t hold even two 3-litre milks and put them on the platform next to the register out of the way.

“I start to load my groceries on the conveyor belt and the staff member patrolling the self-serve area comes over and asks me if I want her to scan my paper bags!

“I politely told her no it’s OK, I can scan them, she then asks me if I know they are 25 cents each.

“To which I replied yes I know they are 25 cents each, I’m not going to steal them.

“Seriously asked me if I knew the bags were 25 cents each. I’ve been shopping at Coles for decades and noticed the change in bags and the price since like everyone else — I have enough of them shoved above a cupboard.”

The shopper said he was "insulted" by the insinuation he would steal. Picture: Twitter

"I was insulted by the insinuation I would steal"

7News reports the man was “stunned” when another staff member told him it was official policy.

“I have to say I am very insulted by this insinuation that I was likely to steal them, I mean what else can I think when firstly I told her I would scan them, and she follows it up asking me if I know the price?” he wrote.

“I just in that one shop spent just over $100 buying some deli meat, two loaves of bread, a pack of buns, four 3-litre milks and enough groceries for one dinner meal that night, and one shampoo. $100!

“Coles in 2022/23 financial year posted a net profit of $1.1 billion dollars after expenses. Insane to be tormenting customers trying to do the right thing to save yourselves some 25 cent bags.

“So, my next stop was to ... lodge a complaint to only be told uncaringly that it is store policy to scan them due to theft.

“The [worker] did inform me there are cameras and AI watching what goes on.

“Well, if there are AI cameras watching, and you have those wheelchair crushing gates installed to ensure people scan everything, do you really need staff badgering customers just trying to get a shop in?

“Customer service is dead! Profits and shareholders are all that matters!”

Smart gate technology has been particularly controversial. Picture: TikTok

Coles defends new policy

The move comes on the back of a string of controversial news measures to stop shoplifting at Coles supermarkets across Australia.

These include staff wearing body cameras, locking devices on trolleys, alarms, and automatic gates.

The double gates have been particularly controversial, as they are supposed to open for shoppers who have purchased their groceries but have been known to close and stop paying customers from leaving the store.

In a statement to 7News, A Coles spokesperson said all of its measures were in place to make sure staff were committed to helping customers through the self-serve area.

“Coles is always looking for ways to improve how we serve our customers and provide exceptional customer service. Given this, our team members are always encouraged to help our customers where possible,” the spokesperson said.

“Whether it’s bulky items or some new bags to start the process of checking out, a team member in the area will, when possible, offer to assist customers in scanning any items.

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