Yahoo Finance Woolworths responds to customer outrage over Australian-first digital trolley: 'No impact'
The supermarket has introduced an Australian-first initiative to help improve the shopping experience.
Woolworths has responded to customer complaints after launching a new device that allows you to scan your groceries while you shop. The Australian-first initiative has been hailed by the supermarket as a way for shoppers to save time at the checkout and also potentially save money.
The tablet technology is only available at one Woolies supermarket in Sydney at the moment, but there are plans for it to be rolled out to nine other locations soon. A Woolworths spokesperson told Yahoo Finance they have received glowing feedback so far.
"While it's been in use for just over a week, the launch of our Scan&Go trolley has exceeded expectations," the spokesperson said.
"Customers are saying the trolley is saving them time and the ability to see a running total of their shop means it's helping them better manage their budget."
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Cash, jobs and feeling like a Woolies worker
Because the system advances the supermarket's technology capabilities, some shoppers have been worried they won't be able to use cash during their shopping.
"Yes they will only use card... lot more profits for supermarkets swipe your cards when you finish shopping those pads will work like a self check out shame on you Woolworths," wrote one person on social media.
Another added: "What if u want to use cash?"
But Woolies told Yahoo Finance that both card and cash can be used if they use the new tablet device, and they can head to a self-service checkout to pay for their items.
The supermarket will add an option in the "coming months" for customers to pay directly from the tablet.
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Other shoppers said the technology would make them feel like they worked for Woolworths because they have to scan their own groceries.
"Adding Woolies employee to my resume," wrote one user.
"Do we need to go out the back to stock the shelves too?" added another.
Aussies were also concerned staff would be sacked to make way for the devices, but Woolies has poured cold water over that speculation.
"This is about giving customers the choice of how they want to shop and there's no impact on team rosters or hours," the spokesperson said.
"We employ more people in our stores with the rise of online shopping so we’ve created more roles for personal shoppers that pick and pack orders for Direct to Boot and home delivery."
Woolworths also warned customers about shoplifting.
The supermarket has plenty of technology to make sure you scan every item in your cart if you use a self-serve checkout. But these devices will allow you to put items in your trolley without scanning them.
The spokesperson told Yahoo Finance there will be a final line of defence to ensure people don't use this as an excuse to get around the rules.
"Our team is there to help and will undertake scan checks to make sure customers are always charged correctly for their items as well as ensuring the technology is running smoothly," they said.
How does the Woolworths Scan&Go system work?
Shoppers at the Windsor store in Sydney's north-west can access the array of tablets that will be charging at the front of the supermarket.
They just need their Everyday Rewards card to unlock them and the device can attach onto your trolley.
Shoppers can scan their items in real time, which will show you how much your total bill is before you go to a checkout counter and pay.
The trolley devices will not be able to scan produce that requires weighing - but you can do that at specified counters, which will allow you to weigh an item and scan a barcode on a screen to add to your bill.
"Scan&Go Trolley is the next evolution of Scan&Go and eliminates the need for customers to use their own mobile device to scan," Woolworths Managing Director Faye IIhan explained to Yahoo Australia.
"Pending feedback from our customers, we hope to introduce Scan&Go Trolley in more of our supermarkets nationwide."
The nine supermarkets earmarked for the devices are Kellyville, Oran Park, Kellyville Grove, Kellyville North, Lane Cove, The Ponds, Warringah Mall, Schofields Town Centre and North Parramatta.
Woolworths said it appreciates feedback on the new technology as it will allow them to "further refine and improve their shopping experience".
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