Little-known Woolies checkout feature sparks cash fears

A device used on checkouts at a handful of Woolworths stores has sparked an onslaught of criticism from fearful Aussies.

A checkout feature being trialled at a handful of Woolworths stores has sparked a huge divide among shoppers – with some fearing it’s a huge push towards a cashless Australia.

The supermarket giant installed “cash handling technology” in all its Metro stores in 2020, a device located at the front of checkouts which prevents employees from having to physically handle cash.

Woolworths later began trialling the cash-counting gadget in two of its main supermarket stores but hasn’t expanded the technology any further.

While the automatic device — a depository safe known as a “cash recycling machine” that counts and sorts money — isn’t new, the little-known checkout feature has recently gained attention following the supermarket’s announcement it was rolling out a “new front-of-store experience”.

Woolies has been using cash recycling machines in select stores since 2020. Picture: Reddit

And after learning of its existence, Australians have been left with mixed thoughts on the cash handling technology, with some claiming they will “boycott” their local store if the machines are fitted at checkouts nationwide.

“I won’t be shopping at Woolworths any more that’s absolutely for sure,” one raged on Facebook.

“This is pure laziness,” someone else mused.

As another stated: “Is Woolies OK? It’s not hard for their staff to count a few coins.”

“What a dumb idea. Absolutely no customer benefit to do this. They have lost their mind and any customer service,” wrote another furious shopper.

Others believed the move was a push towards becoming a cashless society, a claim Woolworths quickly refuted, as customers who want to pay with cash can still to do so using a manned checkout.

“The machines provide significant benefits to our Metro team members by removing the handling, counting and transporting of cash as well as reducing risk of theft,” a spokesperson told news.com.au.

“Customers using the machines go through the same process that they’d experience at one of our self-service checkouts, making it an efficient way to complete their shop.”

Some shoppers have only just heard about the automatic cash-counting device. Picture: news.com.au

While some welcome the machine, many Aussies feared it was another step towards a cashless society. Picture: Reddit

The supermarket’s reassurance didn’t stop shoppers expressing their fears online.

“It’s our currency and we’re being denied to use it everywhere now,” one claimed.

“I hate paying by card, the transaction fees quickly add up,” another shared.

While one ranted: “This is disgusting we should be able to pay for our goods how we choose to pay cash or card and not be dictated by them.”

However many welcomed the additional checkout option, stating it was a good way to use up excessive coins.

“Why are people so mad? It doesn’t bother me at all,” said one.

“Such a good idea,” another agreed.

It comes after the supermarket giant unveiled its “new front-of-store experience” that it claimed will transform how Australians shop for their groceries.

The change will see a series of reformatted hybrid stores, mixing self-serve and manned registers together, the grocery chain said, noting customer shopping habits are changing.

This includes shoppers shifting towards smaller but more frequent basket sizes. However those pushing a fuller trolley still prefer to use staffed check-outs.

It comes after Woolworths unveiled its new look in stores. Picture: Supplied

The ‘front-of-store experience’ includes multiple manned checkouts. Picture: Supplied

“As customer buying habits have shifted, we are seeing more frequent, smaller basket sizes, and a strong customer preference for a quicker and easier self-serve checkout experience,” a Woolworths spokesperson said.

“For a basket with 20 items or less, 83 per cent of our customers choose self-service check-outs, whereas for a basket with more than 20 items, the majority of our customers select a staffed checkout.

“But, we know there are some customers who prefer to be served by a team member and we’re gradually rolling out a new front-of-store experience where we are using data to ensure we have the right choices of check-outs for customers in each local community.”

The spokesperson said the new format would provide “a great customer experience for customers to continue to be served by” staff members if they choose, and that express lanes were already in about 800 stores.

Pictures provided of a newly opened Woolworths store in Spotswood in Melbourne’s southwest show dual service desks with multiple staffed conveyor belt check-outs, as well as the now more typical self-service kiosks.

Originally published as Little-known Woolies checkout feature sparks cash fears