Coles confirms change to online delivery paper bags after customer backlash

Coles has confirmed it has changed the size of its reusable paper shopping bags for delivery orders, in a move that has upset some customers.

Coles has confirmed it has changed the size of its reusable paper shopping bags for delivery orders, in a move that’s put some shoppers off side.

Following a “successful trial”, the supermarket giant has reduced the height of its 25c bags for all online deliveries.

“While the paper bags available in-store will remain unchanged, the new Coles Online version will fit more easily into packing crates, which will lead to less damage and improved reuse,” a Coles spokesperson told news.com.au.

“Like the in-store paper bag, the new Coles Online version has undergone vigorous independent testing and found to safely hold up the same six kilos of groceries.

“All of our paper bags can be reused multiple times and are made from 100 per cent recycled paper that, unlike soft plastic bags, can be recycled kerbside.”

Coles has confirmed it has changed the size of its reusable paper shopping bags for delivery orders, in a move that’s put some shoppers off side. Picture: NCA NewsWire/Gaye Gerard

Customers will continue to pay a flat fee of $1.50 for paper bags per order regardless of how many bags they require.

News.com.au understands the change to the online delivery bag size – a reduction of 13.5cm – was not introduced suddenly, rather it was trialled over three months on all Coles Online orders in South Australia.

That hasn’t stopped some customers, however, from drawing attention to it on social media.

Some shoppers were not impressed with the change. Picture: Facebook

“Another step in the wrong direction for Coles,” one woman declared in the Budgeting, Food, Savings Ideas, Stockpiling, Life Help Australia Facebook group.

“First we have actual reusable plastic bags from Coles which cost us 10c, but you can use them 1000 times because they’re strong.

“Then we get paper bags that break in seconds, that you can barely get from the front door to the kitchen without breaking. And now we have bags half of that size …”

The grocery giant’s decision to phase out soft plastic bags last May has had a largely positive response from shoppers. Picture: NCA NewsWire/Daniel Pockett

The Coles spokesperson said reception to the grocery giant’s decision to phase out soft plastic bags last May had been largely positive.

“We have been impressed by our customers’ response to the paper bags and thank them for their willingness to adapt and support this important change that will see 230 million plastic bags removed from circulation in one year,” they said.

Coles previously produced 230 million plastic bags every year – with the decision to stop providing them to customers a major step forward in its strides towards meeting its sustainability commitments.

“The most sustainable option is to bring your own reusable bag to the supermarket,” Coles Group chief operations and sustainability officer, Matt Swindells, reminded customers at the time.

“But for those who forget, we will continue to sell 100 per cent recycled paper bags that can be recycled kerbside, as well as other reusable options.”

Originally published as Coles confirms change to online delivery paper bags after customer backlash