Navigating the self-checkout lanes at Coles has become a source of confusion and frustration for many shoppers, as reports of a seemingly new and perplexing rule have surfaced. The new checkout policy has sparked a heated debate, with some calling it a necessary anti-theft measure while others say it’s making their shopping experience unbearable.
Customers claim they are being rushed through the checkout process, creating unnecessary stress and confusion. While Coles insists the rule is meant to improve efficiency and reduce shoplifting, frustrated shoppers are taking to social media to vent their anger. So, is this a smart move or a checkout disaster in the making?
The rule in question is a directive for customers to scan bulky items first during their self-service checkout process. The issue first came to light through online discussions, where bewildered shoppers shared their experiences of being instructed by Coles staff to prioritise large items like boxed goods, value packs, or bottled water at the beginning of their self-checkout routine.
The intensity of the situation was heightened as some shoppers recounted instances where employees, appearing quite agitated, reportedly insisted on voiding transactions and starting over if the bulky items weren’t scanned first—even if the customer was midway through bagging their groceries.
The topic recently gained traction again when a social media post discussing the rule attracted over 2,000 responses, predominantly from exasperated customers. One shopper’s anecdote about being asked to void their transaction to ensure water cans were scanned first resonated with many, sparking a flurry of comments from others who had encountered similar situations.
Some shoppers have felt pressured by staff to comply with the bulky item rule, while others have expressed their preference for scanning heavier items first to avoid crushing lighter items.
A person claiming to work at Coles has also taken to social media to remind the public that the policy is driven by upper management and to direct complaints to customer care or through public channels like Facebook and social media accounts.
‘Please don’t take it out on the staff at stores, this is a push by the upper levels to reduce theft,’ they wrote.
Meanwhile, Coles has since issued an apology to customers who were inconvenienced by being told to restart their transactions.
‘We know that helping our customers with bulky or heavy items can be a big help—this is all about providing great service. The focus on having our team members scan the bulkier items first also helps to avoid situations where bulkier items are accidentally left in the trolley and not scanned,’ a spokesperson said.
‘However, we certainly don’t want our team members to “void” a customer’s shopping simply to have bulk items like toilet paper scanned first. In the isolated cases where this is happening, we would encourage our customers to provide us with this feedback directly, so we can provide coaching and prevent this.’
Shoplifting remains a significant concern for Australian supermarkets, prompting Coles and Woolworths to implement various measures to deter theft.
We at YourLifeChoices understand that changes in shopping routines can be particularly jarring for those who have established habits over the years. We encourage you to share your thoughts and experiences with self-checkout systems.
Have you encountered similar policies at your local supermarket? How do you feel about the emphasis on scanning bulky items first? Join the conversation in the comments below and let us know how these changes are affecting your shopping experience.
Also read: What’s hiding in plain sight at Coles checkouts has shoppers puzzled
My Coles do ask that the bulky items go first, usually they put them through for me and at the same time put through multiple items. Never have I had to restart my scanning, they just mention to start with bulky items first. I have never felt pressured.
Staff is asking to please don’t take it out on them. lol. Then have senior management on the floor. If staff get a verbal so be it. They can then inform management and the union about the frustrations customers are going through because of the directive by the unseen management.
I have seen some nasty staff members manning the self serve who treat customers with little respect.
They also need to remember that they have received training on the self checkout. No customer has.
Ive always found the checkout service at our local Coles at Arana Hills excellent…They are helpful and friendly…Again, I try and pack heavy items first just because its a practical move and I can keep smaller or more fragile items from being squashed..Perhaps its just luck but so far Ive never had a service person be anything other than helpful…I think they sometimes deserve a medal for the patience they show when serving… If any staff are miss interpenetrating ‘the rule’ then this is what needs fixing..perhaps supervision over a period would sort this out with staff and public…Dont blame the staff, they are only human..
I just use normal checkouts. That avoids all the problems.
I am also amazed to see people (sheep?) queuing up for the privilege of being ale to serve themselves and have a staff member telling them how to do the job of a shop employee.
Just another reason why I WON’T USE SELF-CHECKOUTS!!! They know what they can do with them.
Me, I’m old-school and would rather wait in a queue, even though I only have a small amount to pay for, and I only use cash for my food & general spending.
The main reasons for refusing to use self-checkouts are:
1 I don’t work there, and therefore I don’t receive a discount;
2 If I was to have an ‘accident’ whilst using the self-checkouts, I wouldn’t be able to claim worker’s compensation;
3 I’m not trained to use the self-checkout registers, so why would I want to use them?
I love the self check outs, pack exactly in the order I want, staff are helpful when it comes to heavy stuff like a carton of drinks/water, they will scan for you so you don’t have to lift them from the trolley. It’s the customer’s choice whether to use them or not no need to make a fuss and carry on in a twee fashion with “I don’t work there blah blah”