Coles Self Service Machine Ate My $50, but Did Not Detect I Had Inserted It

I went to the self checkout at Cles, inserted a $50 bill and the machine ate the bill but it did not detect that I had inserted in.

The staff was not helpful. The manager on duty said if the money was put in then the machine would have detected it. I asked her to look at the cameras and she responded by saying that i was in a blind spot and the cameras cannot see me putting the money in.

I work in the shopping centre, I was in my uniform as I just finished work. The staff made it such a scene that other customers were looking and it made me feel very stressed and embarrassed. I was 33 weeks pregnant and the situation caused me to be very upset.

The situation was resolved following day as the store manager reviewed the security cameras. However I did not get a apology at all . Then I went in store to complain to another manager. He said he would follow up on the situation but he never actually got back to me. I then submitted an online feedback, where response was sorry, have contacted staff and trained them etc.

I noticed that Coles have a promise on price scanning where you can get a free product just because it is scanned wrong, yet Coles "stole" my $50 for the night and I have not been offered any compensation or reimbursement for my wasted time and emotional stress

Thoughts ?

Poll Options

  • 80
    I should be offered a compensation
  • 558
    I should accept the written apology and do nothing else

Related Stores

Coles
Coles

Comments

  • +203 votes

    So you got you money back but you think you're entitled to more compensation? Stop looking for free shit and move on!

    • -11 votes

      I agree but I think every boyfriend/husband knows this is hormones at work…

      • +18 votes

        Not an excuse.

      • -22 votes

        I don't think you should jump to misogynistic assumptions like that. There have been far more men on ozbargain thinking they're entitled for free shit in the past.

        • +19 votes

          no, men here only think they're entitled to free pass on speeding/parking tickets

        • +6 votes

          Whilst you're more than likely correct here:

          There have been far more men on ozbargain thinking they're entitled for free shit in the past.

          You're more than likely incorrect here:

          jump to misogynistic assumptions

          as OP specifically mentioned that they were:

          33 weeks pregnant

    • +16 votes

      It sounds like the problem was the way the situation was managed. If the OP is correct, at the first place the manager on duty refuse to take care saying it was in blind spot. Rather should have taken her details (probably that happened, but OP does not admit) and tell her that they will get back to her within a time frame. Imagine this has happen while you were few hundred KM away and you cannot go back to store to inquire about the $50. Glitches happen, but need to be managed properly. She may be entitled for small compensation for the time spend going back etc.

      My experience with Coles is store managers are not very helpful or experience. Once I was buying 10 units on something which was on special and store manager made a drama saying I could only buy 6 as they have to keep stock for other customers. There were plenty on the shelves and online system allowed purchasing 20. When I told her that, she said that is online and this is store. I did not want to continue the argument, but I wrote to online feedback and receive the stock answer. Woolworth in the other hand was very helpful and any feedback was followed up promptly.

    • +39 votes

      Stop being a prat. Issue is that the staff on duty did not know how to manage it and exacerbated the issue. A simple 'we'll do a tally on the machine this evening and, we'll contact you first thing in the morning'. The issue is the customer service. I'm not saying a token gift is the only way to address this. A personal call from the store manager would be another. The purchase is not solely about getting your product, it's also about the experience. It all plays a part. She had a bad experience and wasted time and became upset. It is their fault. They need to address it one way or another.

    •  

      Agreed, drink some concrete and live your best life.

    •  

      We live in a ligitation and class-action happy culture, so it is natural that people feel feel a right to be compensated.

      Mental distress is just a valid as actual physical trauma. Just because one cannot see it with the naked eye, doesn't mean it doesn't exist. Personally I feel the op should be compensated with a %40 gift card. I imagine they are on a low salary, so any financial help would be of benefit to them.

    •  

      Agreed, stop using cash like you are still living in the last century! You got unlucky, at best you could have asked for some of those little shop freebies lol.

  • +8 votes

    If you have documented expenses - e.g. the stress caused you to see a psychologist, and you have a receipt for that, you could try claiming that.

    If you were upset but it didn't actually cost you money, you would have a hard time pushing for compensation, very different landscape to the United States.

    The interest on $50 loaned for 1 night would be well below 1 cent.

    Perhaps if you try embarrassing them on social media, seems to be the best option these days.

    I'm sure it was a hurtful experience and that sucks but it will cost you time to keep pushing this and unlikely to see much from it.

    • +13 votes

      I don't know, the interest from BitCoin might mean the Coles owes her an additional $10 compensation. Of course it also means she might owe them $30 instead.

    • +1 vote

      Why would she loan Coles $50 for a night though? Oh thats right she didn't…

      •  

        it would be no different to an atm not recognizing a note / ingesting it and you're stuck there without it or short… what difference does it make? do customers ask the bank for the token of apology?

  • +13 votes

    You got your $ back.. Live you life

  • +63 votes

    Hey OP, if everyone just cuts each other some slacks, the world would be a happier place.

    Relax, this is Australia. We are supposed to be laid back.

    • +40 votes

      Don't tell me to relax, that's very condescending.
      Please compensate me immediately.

    • +2 votes

      Thank you for my new pair of slacks

    • +1 vote

      @banana I cannot tell you to go through the same way, when idiots are watching you. But think from that lady point of view. These days people are very judgemental.
      I personally ignore wow and coles just because of now I have machine in front of me telling that I did not put item, remove item add item and all that crap!

      • +1 vote

        Woolies and Coles are still generally the most convenient and cheapest places to shop. A lot of people don't have the luxury of ignoring them.

        •  

          Not like Aldi or Costco

          •  

            @codebased: Depends where the person is. There still aren't as many Aldi's around, and even less Costco's. Costco is also only viable when buying in bulk, so not great for people with smaller families, or on less income and without savings.

  • +1 vote

    You should be compensated or at least receive a genuine apology.
    The machine was/is faulty because it did not detect the money you inserted thus it is faulty.
    They offered no apology and you had to return to them to get your refund which should have been delivered to you as it was their fault.
    They would have found the discrepancy when they did a balance on the machine's takings for that day.

    All in all pretty rude, but common decency is in short supply these days so it is best just not to expect it especially with Coles / Woolworths.
    If this had been an ATM that issued $50 too much you can imagine the reaction…

    • +6 votes

      You should be compensated or at least receive a genuine apology.

      Compensated for what?

      •  

        General BS process in which the staff handled the situation.

        Sure, I can understand there’s no cost out of OP for what they experienced. And she got her money back and all, but boy no one from coles has shown any common decency.

        • +5 votes

          Sure, I can understand there’s no cost out of OP for what they experienced. And she got her money back and all, but boy no one from coles has shown any common decency.

          Ultimately the standard for compensation is some form of loss. Coles might not have been decent or nice, but that's seriously not grounds for compensation.

          I completely agree that Coles should have handled this situation much better and the fact that there are no set processes in place to deal with this issue is unacceptable. However, I also think it's crazy to suggest that Coles should be made to pay OP in this situation.

          • +6 votes

            @p1 ama: I am suggesting coles should voluntarily offer compensation at their discretion. Not enforced by some court of law, which many people seem to be shoving in my mouth.

            Me thinks, if coles just offered $10 gift card OP would feel so much different, and wouldn’t have needed to write to head office, and complain several times. Cost of dealing with her in staff hours has probably costed more.

            On a side note, happy to collect the negs. I’ve worked in retail, in a family owned store. How staff handle difficult situations is the hallmark of culture and service. Small words, small offers, make or break a business and relationships with customers.

            Sure the law is black and white, but live life by it and you become a stale old business waiting to die.

            •  

              @cloudy:

              I am suggesting coles should voluntarily offer compensation at their discretion. Not enforced by some court of law, which many people seem to be shoving in my mouth.

              Then that's not compensation, it's simply just a goodwill gesture. Compensation is specifically an amount of money paid in exchange for goods, services or costs incurred from injury. OP has neither worked for Coles, sold anything to Coles or been injured by Coles.

              In regards to an apology, by OP's account, the store manager did apologise.

              Me thinks, if coles just offered $10 gift card OP would feel so much different, and wouldn’t have needed to write to head office, and complain several times. Cost of dealing with her in staff hours has probably costed more.

              Doubt it, nobody would have had to work more hours to deal with OP's complaints. All the wages are already sunk costs.

              How staff handle difficult situations is the hallmark of culture and service. Small words, small offers, make or break a business and relationships with customers.

              I think this is a much more complex situation than you let on. Ultimately the ground staff at Coles is probably some 15 year old kid being paid below minimum (adult) wages who's told to stick to a script every time he/she talks and will probably get fired at the slightest issue. They have no power to help OP.

              Similarly, the manager on duty is probably a slightly more senior person who's worked at Coles for 3 years to get promoted with equally little power to help.

              As soon as the situation escalated to the store manager (the only person who could do something about it), the issue was resolved quickly and peacefully. OP is exaggerating the story by saying that Coles "stole" the $50 and claiming emotional stress.

              Let's be honest here, by all accounts the matter was resolved promptly when OP spoke to a store manager. On what basis should OP be getting compensation?

              •  

                @p1 ama:

                Then that's not compensation,….Compensation is specifically an amount of money paid in exchange for goods, services or costs incurred from injury. OP has neither worked for Coles, sold anything to Coles or been injured by Coles.

                Ok cool, you have a good by the book definition of compensation. But lets be honest, for the layman here, she wanted some sort gift/cash for her time. You can call it whatever you want, goodwill payment, etc. If you call a dogs tail a leg, how many legs does it have? still 4. Can we settle on that?

                In regards to an apology, by OP's account, the store manager did apologise.

                I don't know what you are reading, maybe too many legal text books but OP said the below, view bold if you need help.

                The situation was resolved following day as the store manager reviewed the security cameras. However I did not get a apology at all . Then I went in store to complain to another manager. He said he would follow up on the situation but he never actually got back to me.

                please don't forget that OP asked for the cameras to be reviewed only to be told it was a blind spot, clear not.

                OP is exaggerating the story by saying that Coles "stole" the $50 and claiming emotional stress
                Ultimately the ground staff at Coles is probably some 15 year old kid being paid below minimum (adult) wages who's told to stick to a script every time he/she talks and will probably get fired at the slightest issue. They have no power to help OP.
                Similarly, the manager on duty is probably a slightly more senior person who's worked at Coles for 3 years to get promoted with equally little power to help.

                Not sure why you would call OP exaggerating and then go on to assume all these things when you were not present. Hardly the sign of objective arguing. Do you have any interest in coles shares or anything out of interest?

                by all accounts the matter was resolved promptly

                what you consider promptly must be a legal definition I suppose? I'd love to see an experiment where 100 people have $50 sucked up by a machine, at coles/woolies, or a bank and needing to wait till the next day before they here an answer from the institution. Whether they consider it a prompt resolution. Most people don't care until its their own cash at stake. I see that in a lot of comments in this thread.

                Finally i'll say this, if you want to call OP a liar or is not telling the truth. That's cool, but I'm just reading her post and responding. I'm no lie detector, if you are, cool for you. But please state your assumptions, helps with my understanding. :)

                •  

                  @cloudy:

                  Not sure why you would call OP exaggerating and then go on to assume all these things when you were not present.

                  Come on, are you really going to sit there and say that the high school kids who work at Coles have any power?

                  Do you have any interest in coles shares or anything out of interest?

                  "Are you the OP's mum or anything, out of interest?"

                  No, if I did, I'd be telling Coles to hurry the f~ck up and give OP a $10 gift card to get good PR on OzB. I stated multiple times that I agree it's good customer service. You should be asking if I have any shares in WW (I don't).

                  Unfortunately we can't enforce good customer service. I'm simply advocating the neutral position that we should not force Coles to do anything (and I think you agree).

                  I'd love to see an experiment where 100 people have $50 sucked up by a machine, at coles/woolies, or a bank and needing to wait till the next day before they here an answer from the institution. Whether they consider it a prompt resolution.

                  I withdrew $500 from an ATM, it gave me $200 instead (10 x $20 instead of 10 x $50). I contacted the bank and it took them over a week to resolve and put the money back in my account. I didn't demand compensation or make a fuss. I accept that I was unlucky and that's just the way life goes. It was an inconvenience, but nothing more.

                  I used to be really self-righteous, but when I was in my early 20's, a friend of mine got into a very serious accident at work. It changed my perspective and outlook. I understand some people cannot accept their bad luck, but at the end of the day, you had to wait a day to get your $50 back. Nobody got injured, nobody was financially harmed, by all accounts, it's a very small negative event (out of all the things that could have happened).

                  I'll just finish on this - the experiment you want to run, the survey is already at the top. 469 to 63 saying it's not a big enough deal to get compensation.

              •  

                @p1 ama:

                Then that's not compensation, it's simply just a goodwill gesture.

                Yes it is.

                compensate -
                1. to recompense for something: They gave him ten dollars to compensate him for his trouble.

                What's to say that they are forced to do anything?
                The question is, should they do it anyway?
                They already do if an item scans incorrectly.

        • -1 vote

          Common decency? The staff can't open up the machine on the spot, there's nothing they could've done.

          • +4 votes

            @HighAndDry: Often how one deals with a situation can make all the difference. I don’t think she asked for machine to be opened and counted. She asked for video footage, which was not forth coming, and then expected an apology for her inconvenience, which it seems not forth coming either.

            So yes, common decency is missing, though, I know from your priors your comment would be such, no problems. Some people are just more decent.

            •  

              @cloudy: I'm not saying OP isn't entitled to common decency. I'm just saying there's no dollar value on common decency, which is what OP is asking if she can get:

              I have not been offered any compensation or reimbursement for my wasted time and emotional stress

              I voted she should get an apology.

          • +1 vote

            @HighAndDry: What? Of course they can lol

            •  

              @trapper: Wait, just to check, you're being sarcastic right? No manager is going to crack open the CASH section of a checkout machine in the middle of business hours unless it's an absolute emergency.

              •  

                @HighAndDry: lol man, it's not a bank vault…

                The supervisor can unlock to empty/refill and fix all kinds of other issues - including checking the balance to see if it is up by $50.

                Source: I once tried to pay for my shopping using the contents of my money jar, about $200 in coins haha. Of course it overflowed the coin receptacle inside and jammed the whole thing up. The supervisor had to open it up and empty the coins out and also recover all my jammed coins stuck in the mechanism. :D

                •  

                  @trapper:

                  I once tried to pay for my shopping using the contents of my money jar, about $200 in coins haha.

                  no comment.

                  But no - opening it up to unjam it is one thing, opening up the cash holding section to count the money - without following all the proper procedures (at the very least requiring another manager level staff member present, etc) is a whole other kettle of fish.

                  •  

                    @HighAndDry: If 'procedure' demanded another manager present then that is what you do.

                    But it doesn't btw… It may come as a shock but retail staff are trusted with thousands of dollars every day, it's the nature of the beast. Even the kids working the old fashioned checkouts have access to thousands of dollars every time they open the till.

                    There is no scenario where the correct outcome is the customer being sent on their way short $50 because your machine malfunctioned.

                    •  

                      @trapper: No, that's the "correct" outcome in basically 99% of these. Including say, if you got wrong cash from ATM, etc. They check the amount at end-of-day reconciliation.

        • +2 votes

          …no one from coles has shown any common decency.

          If one can pursue compensation for lack of decency shown, I'd go back to law school.

    •  

      If this had been an ATM that issued $50 too much you can imagine the reaction…

      What do you imagine the reaction would be if the ATM issued $50 too much? I imagine the reaction would be minimal.

  • +36 votes

    You're about to give birth. Stop putting unwanted stress on yourself.

  • -2 votes

    The laws are pretty skewed around machines. There can be all sorts of faults or errors, and you're just supposed to suck it up and move on until the owner eventually gets around to sorting it out.

    For small stuff like this, all you can really do is move on, because making a fuss just makes the average person look like a nutter. If you want justice, you'll have to get it yourself. Exploit the same cracks that the machine does. 'Forget' to scan something. Or 'accidentally scan a high value item as carrots or something.

    • +2 votes

      OP got her $50 back. There's no "injustice" here.

      •  

        What about the time lost in dealing with it? And more importantly (to me) the mental energy expended upon it

        • +2 votes

          Literally not worth anything. You might as well ask for compensation because you spent an extra 10mins looking for a product on the shelf because it changed aisles or something.

  • +14 votes

    Surely a novelty cheque for $10000 is in order. Go back to the store and demand they write one up.

  • +7 votes

    I reckon you can let this one go. You've got bigger fish to fry, and you got your money back which is the main thing. Best of luck with the rest of term.

  • +8 votes

    I only use 50's at strip clubs.

    You must be a big spender

  • +5 votes

    lol

  • +6 votes

    lol

  • +4 votes

    Thoughts ?

    You're a whinger. Focus on the bigger things in life. Like your bub.

  • +2 votes

    lol

  • +3 votes

    I should be offered a compensation

    How much would be sufficient?

    • +1 vote

      A couple of those Little Shop plastic toy trinkets they hand out at checkout would have been fair compensation. Something for the soon to arrive little OzBargainer to cherish as she/he grows.

    •  

      The deeds to their store would be enough

  •  

    The term "Karen" is used to describe people like her. Get a grip mate, no one owes you anything.

    • +2 votes

      I wouldn't be that harsh - let's reserve Karen for those who actually fully deserve it. But yeah - correct course of action is to talk to the manager, get written confirmation of the issue, then go back the next day. That last bit might be inconvenient but not the end of the world. There's no need (or use) in getting stressed at the time because they're not going to crack open the machine on the spot anyway.

  •  

    LOL compensation….

    Where is the 3rd poll of

    move on, stop wasting out time.

  • +27 votes

    The staff made a scene… riiiight. I’ve found that most staff don’t make a scene unless they are provoked into it. And I’m sure you played that “but I’m pregnant” card, like that makes you more important that any other customer they had that day.

    And why is it as soon as anything goes wrong with anything, people are so quick to jump on the “gib compensation, plx” bandwagon. Not everything that happens in your life that doesn’t go your way requires compensation. Shit happens, machines make errors and break down. It’s how you deal with it that makes the situation workable or not.

    And Coles didn’t “steal” your money, it was a machine error. Drama much?

    •  

      Aren't Coles and other corporations responsible for damage their machinary does to their customers anymore.
      Nobody is until you push it.

      • +4 votes

        There's no "damage". OP got her $50 after they reviewed the security camera footage. That's literally all Coles could've done.

  • +7 votes

    Why are you causing undue stress on your baby over $50?

  •  

    Got to get used to not getting compensated for unfair circumstances. It's not Coles intent I think, but their auto checkout machines are pretty substandard in my nearest coles, and I have discussed with staff twice.

    • +4 votes

      I work at a major supermarket and I get complaints like this. As staff there's really nil we can do about it as team members - we're customers as well at times so we understand your frustration. We kind of just deal with what we get given and try to help out the best we can.

  •  

    First post………….

  • +5 votes

    Surely people don't actually think like this?

    • +3 votes

      I'd be put out at $50 potentially lost(can be a lot of money to people, myself included), but I like to think I'd be understanding if the staff were willing to follow it up.

      Their inability to fix the situation immediately may have come off rude, but I doubt anyone on shift can fix or audit a machine during store hours(I used a coin counter at the bank and it short changed me, after an audit I was credited back).

      Sometimes we all have to take a breath and be firm yet understanding to achieve a favourable outcome, not bite everyone's head off.

      Playing devil's advocate though….. If it was my mother or father, they may be more irate or insistent as they and many others don't have the money or time to waste following up problems that are not their fault….. Such is life I guess :)

  • +8 votes

    I reckon you should get 2 or 3 Coles little shops haha

  • +19 votes

    This reminds me of the time a childhood friend of mine was run-over by the town's billionaire.

    He was riding on his skateboard and the billionaire, let's call him Mr Snrub to protect his identity, recklessly hit my friend with his car. Just before he lost consciousness, he heard Mr Snrub tell his passenger to just lay down a bit of money next to him and drive off. According to my friend, he felt himself go to heaven and briefly saw his ancestors. Unfortunately, he spit over the edge of the escalator to heaven and dropped down to hell. After a pleasant exchange with Lucifer, he emerged back to his aching body. His injuries weren't too bad, but an ambulance-chasing lawyer took advantage of my friend's predicament and conspired with his family to sue Mr Snrub for a million dollars.

    Well, the court case was quite entertaining, let me tell you! My friend gave his account and Mr Snrub gave his own. You could say they were quite opposite in their retelling. Things were going pretty bad for Mr Snrub, so he offered my friend's father $500,000 to settle the case. During the father's deliberations with his wife, they let slip that they consulted with a fake doctor and, well, things went downhill from there. Mr Snrub quickly reneged his offer and even released the hounds.

    The next court appearance didn't go well for my friend's family as Mr Snrub's lawyer broke down my friend's mother and the case was soon settled for the paltry sum of $0. As you could imagine, my friend's father was quite upset at his wife and retreated to the local pub to wallow in his misery. She was a fine wife, though, as she later braved walking into the pub (it wasn't even ladies night) and made up with her man.

    Good times.

    • +2 votes

      Dude, you've got some way of telling stories. This is entertaining indeed.

    •  

      Sounds like a cool plot from a well known cartoon! Excellent recap!

    •  

      I’ve heard this story before, and there’s more to it. Mr Kahn neglects to say: 1. what actually happened when the hounds were released, and; 2. how his friend, once sufficiently recuperated (and post-court case), took revenge on Mr Snrub.

    •  

      Your friend sounds like a bit of a brat, who spits over the side of an escalator?!