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Nov 24, 2023

Coles supermarket shoppers divided over new self

Coles customers have become locked in a fiery debate over the supermarket’s new

Coles customers have become locked in a fiery debate over the supermarket's new self-serve checkouts.

In a post to Facebook, a Western Australian shopper uploaded a photo they snapped of the new look Coles cash registers.

The new self-serve checkouts feature conveyor belts, which are traditionally seen at manned checkouts.

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There is also an illuminated "self service" sign at the front of the conveyor belt and an area for shoppers to pay for their groceries and pack them.

The self-serve conveyor belt checkouts have divided Coles customers on social media, with hundreds sharing their opinions.

And while some loved them, others accused Coles of "taking jobs from people".

"Never use self service! It takes a job away from a checkout operator," said one Facebook user.

Said another: "Refuse to use as they are taking jobs from both young and the older who still need to work."

Wrote a third: "Young kids looking for part time work, will have nowhere to work soon because everything will be self serve. I would rather see people employed than go through a self-serve checkout."

Other critics said they thought that the new checkouts would compromise customer service.

"I won't use use them. I don't work for Coles. Employ someone. It's called customer service. Plus I’m a an invalid pensioner and find this very difficult to do," said one.

Added another: " I don't work for Coles ... I want service."

Said one more: "I’d also expect a discount for doing someone's job."

But others were excited by the development and were keen to see them at their local Coles.

"Love it. Much prefer packing my own bags because they never do it right," said one.

Wrote another: "Great to use if you only have a small amount of groceries, instead of waiting behind people with huge trolleys full!"

Added a third: "Love it! Can't wait to see this rolled out to every store!"

Said one more: "I prefer self service for smaller shops as I can be in and out in a short time rather than line up behind someone who has a trolley full and will take ages."

Another was on the fence, seeing the positive and the negatives.

"It depends. If you have a small amount, sure. If someone is taking too long, sure use them," she said.

"But I’m a stickler for wanting a conversation or someone being there when something goes wrong. It will ease congestion I think but time will tell."

Added another: "I can see why a lot of people would love this. But don't forget that a lot of shoppers, especially the elderly and just those who are a little lonely, really love conversing with checkout operators."

A Coles spokesperson told 7NEWS.com.au that shoppers have a variety of ways to pay for their groceries.

"Coles is making it easier for customers to choose how they check out," the spokesperson said. .

"While we will always have team members available to help customers on our main lane checkouts, for those who prefer self-checkout we are modifying the machines to make them more convenient to use.

"This includes lowering the basket shelf so our smaller trolleys can fit right over the top or introducing belted self-checkouts for people using trolleys.

"All options offer the ability to weigh fresh produce, scan Flybuys, and pack shopping bags easily.

"Not all self-checkouts will be available in all stores and we are continuing to listen to customer feedback to help us meet their needs."

While they haven't been seen across many Coles stores, the supermarket began trialing the conveyor belts at self-service checkouts at two Melbourne stores in 2015.