Coles customers have slammed major changes to the way shoppers buy paper bags at local stores.
This shopper shared on Facebook after his recent self-checkout experience at Coles on the NSW Central Coast.
He claims he was told by a Coles employee that the policy is for supermarket customers to scan 25-cent paper bags as they pass through the self-service registers.
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It was alleged that cashier employees had taken unusual measures to prevent theft.
The move comes as Coles faces mounting criticism for introducing a series of controversial new security measures, including staff body cameras, trolley locks, loud alarms and high-tech gates. It was held inside.
Double gates at the end of the checkout area open automatically after shoppers have purchased their groceries, creating a barrier for those who have not yet made their purchases.
Additionally, it was recently revealed that Coles customers are now being asked to scan heavy and bulky items first when going through self-service checkouts. This is also a theft prevention measure.
In a statement to 7NEWS.com.au, a Coles spokesperson said staff were unable to store items while they scrutinized “whether it's a bulky item or a new bag to start the checkout process.” We confirmed that we are standing by to assist customers (see full statement below).
In a Facebook post, one customer revealed how “insulted” he felt when staff tried to scan his paper bag, claiming the new policy made him feel like a thief.
“I went to the Kohl's Lake Haven store today and went through the self-service checkout as usual because there was virtually no one at the checkout,” he said.
“I grabbed about four paper bags that couldn't hold two 3 liters of milk and placed them out of the way on the stand next to the cash register.
“As I started loading my groceries onto the conveyor belt, a member of staff patrolling the self-service area came over and asked if I wanted to scan my paper bag.
“I politely told her, no, it’s okay, you can scan it, and she asked me if I knew they were 25 cents each.
“And I said, yes, I know it’s 25 cents each, and I’m not going to steal it.
“Seriously asked me if I knew the bags were 25 cents each.” I noticed a change in bags and prices because there were so many bags shoved on top.”
The shopper went on to reveal how surprised she was when another store employee told her that “it's now a policy.”
“I have to say I was very insulted by this insinuation that I might steal them. “What else can you think of when someone asks you if you know the price?” he asked.
“At that store, I spent over $100 on deli meat, two loaves of bread, a carton of bread, four three-liter bottles of milk, enough groceries for one dinner that night, and one bottle of shampoo. 100 dollars!
“Coles recorded a net profit after expenses of $1.1 billion in the 2022/23 financial year. It’s insane to put customers through the roof when they’re trying to do the right thing to save on a 25 cent bag.
“So the next thing I had to do was file a complaint, only to be casually told that it was store policy to scan for theft.
” [worker] They told me that cameras and AI were monitoring what was happening.
“If you have AI cameras monitoring and wheelchair crushing gates in place so people can scan everything, is there really a need for staff to nag at customers trying to enter the store?
“Customer service is over! All that matters is profits and shareholders!”
Coles answers
A Coles spokesperson told 7NEWS.com.au that staff are working hard to assist customers in self-service areas.
“At Kohl's, we are always looking for ways to improve our service to our customers and provide superior customer service. With this in mind, our team members are always committed to supporting our customers in any way possible. This is encouraged,” the spokesperson said.
“Whether it's a bulky item or a new bag to start the checkout process, a team member in that area will offer to help scan your item if possible.
“This is all about providing great service to our customers and helping them checkout quickly and efficiently.”
