Has Colesworth Price Scan Policy Changed?

LGeekless Belle on 11/09/2021 - 18:23
Last edited 12/09/2021 - 19:09 by 1 other user

Hiya,

So, I was charged $20 for an item that had a clearly marked shelf price of $10 at my local Colesworth. Frankly, I bought it more for the pleasure of snagging a bargain, and the bragging rights that come with it, rather than out of any real need. The staff at the counter did a price check and gave me a refund, with the reason for the refund stated as "price discrepancy" on the receipt.

I vaguely remember that Colesworth had a policy that if you get charged more than the shelf price, you get a refund AND the item for free. Is this still the case?

Now, I am the kind of un-karen, non-confrontational, sweet-as-can-be kinda girl. So I accepted the refund, took the receipt, left the item on the counter, politely thanked the staff and walked away.

What would you have done?

Belle

Poll Options

  • 36
    What I did :)
  • 8
    Asked to speak to the manager in your best Karen impersonation.
  • 3
    Wait for your refund then grabbed the item and runaway.
  • 4
    Something else.
Food & Grocery

Related Stores

Coles
Coles
Woolworths
Woolworths

Comments

  • bobbified on 11/09/2021 - 18:29
    +11

    Has colesworth price scan policy changed?

    You were already at the service desk. This is where you would've got the answer to your question. lol

    • Geekless Belle on 11/09/2021 - 18:36

      Neither the staff who was assisting me nor the one who went to check the shelf price knew about the price scan policy.

    • WookieMonster on 11/09/2021 - 18:47
      +3

      In my experience, a lot of Coles/Woolworths staff at the service desk have no idea about this policy or when it applies.

      • jm7 on 12/09/2021 - 13:24
        +3

        They know the policy, the just try to avoid giving things for free and will only do it if the customer asks. It is a directive from management at some stores. Source: ex-Coles employee

        • WookieMonster on 12/09/2021 - 13:26

          That doesn’t surprise me tbh, because I bet you the vast majority of people don’t know about this (rather obscure) policy.

          • jm7 on 12/09/2021 - 13:27
            +1

            @WookieMonster: Yep, we were directed to do a price override unless the customer specifically refers to the policy. I think it varies from store to store though.

  • WookieMonster on 11/09/2021 - 18:31
    +11

    Yes, it’s still a thing, and you were supposed to get the item for free. Your local store may even have a poster displaying this policy at the service desk.

    • At Coles, it’s called Our Promise on Price Scanning. Here is the link to Coles’ version of the policy.

    • At Woolworths, it’s called Scanning Code of Practice. Woolworths does not have a version of their policy published on their website, but if you call up their customer care number (1300 767 969), they will tell you that the item should be free.

    If you follow up with Coles or Woolworths via their customer care hotlines or Facebook Messenger or your preferred way of reaching out to their customer service team, they should tell you the item is free in your case and that you can return to the store for a full refund. They may even send some feedback to the store manager to remind them about the policy.

    /thread

    • Geekless Belle on 11/09/2021 - 18:33

      Thank you. How do I close the thread?

      • WookieMonster on 11/09/2021 - 18:42
        +4

        Haha I’m not entirely sure. If you are sure you want to actually close this thread, the easiest thing to do would be to report this forum post to the moderators using the Report function, choose “Other” as the reason and say that your question has been resolved.

        I forgot to mention that Coles and Woolworths do exclude a small number of items under their policies (e.g. tobacco, liquor). If your item happened to be an excluded item, then you would only get a refund of the difference.

        Considering you said your receipt said price discrepancy as the return reason, you were shopping at Woolworths (since that is not a return reason at Coles). I was digging around the Woolworths website and found a very brief blurb on Woolworths’ FAQ section under “General Support”, where it briefly details the Scanning Code of Practice, including the exclusions. However, if your item was not an excluded item, then feel free to contact the Woolworths customer service team to get it sorted out.

        In my experience, a lot of Woolworths staff actually don’t know about this policy or when it applies, so I’m not too surprised that you got the run-around…

      • endotherm on 11/09/2021 - 18:52
        +9

        Why does everyone feel the need to close threads? Leave it up, other people can learn from your experience. Nothing worse than going to read an old post and it is gone, or the original text is edited 500 times and bears no resemblance to the initial issue. It isn't like the internet is going to run out of space or anything!

        When someone says /thread, it is generally to say "what I have posted is the definitive answer, no need for further discussion". Like a mic-drop. That's not to say somebody else hasn't got something valuable to contribute. If you consider the issue solved for you, just ignore it and/or unsubscribe so you aren't bothered by alerts.

        • Geekless Belle on 11/09/2021 - 21:40

          Because they don't want to come across as a noob? I'm weirdly flattered that people who have been around for longer than I have might find this thread useful. I didn't ask to have it closed.

          • RockyRaccoon on 11/09/2021 - 23:01
            +1

            @Geekless Belle: Hey stupid questions are stupid, this wasnt stupid, it was a genuine issue that you had as you had been misinformed. Wookie Monster gave an answer that helps others in the same situation.

        • Chandler on 14/09/2021 - 10:37

          Closed threads are still available for reading, just no longer able to be commented on.

          And I suspect OP asked about closing the post because WookieMonster's comment is /thread; the only reason to keep the post open is to keep the poll open. Other commenter's will have little to contribute apart from more anecdotes or jokes/spam/etc, or unrelated replies (like this one).

          • endotherm on 14/09/2021 - 19:35

            @Chandler: Well, if it was closed after https://www.ozbargain.com.au/comment/11033149/redir, then the followup from WookieMonster https://www.ozbargain.com.au/comment/11033181/redir wouldn't have been available. There it is pointed out a number of pertinent issues which wouldn't be covered otherwise. Like product exclusions, valid return reasons being different at Coles and Woolworths, etc.

            No disrespect, but who are you to say that your opinion matters any more than someone else's, and that a thread should be shut because you don't see any further value to it? Others actually might!

            Posts are not only marked read-only. I'm pretty sure I have seen entire posts being deleted due to the OP asking for such.

            Just look at all the comments relating to driving in a roundabout or "I just had an accident, who is in the right?" threads that get asked twice a week — same dumb questions repeated ad-nauseum. Just because the OP didn't get the support they expected, they seem to think it makes them look foolish and they demand the thread be removed, only for the next idiot to come long and ask the same question with the same circumstances. What a bonus it would be if they searched their question, found an existing discussion and answer, all without making a fool of themselves? It would also help those of us helpful enough to type chapter upon chapter of the same information for each new thread.

            • Chandler on 15/09/2021 - 02:48

              @endotherm: True.

              I wasn't saying anyone's opinions matter more/less than anyone else's - just that OP appeared to be satisfied with the outcome of their post and didn't feel the need to continue the discussion. It is their post, after all.

              OP wasn't asking for the post to be deleted. And whilst you have a point there, again it is their post. I do agree that keeping a post is good for people to find and read (not that many do), and (generally) preferable to deletion. Not up to us but.

              Judging by the number of "accident" posts that do exist, I don't think keeping the ones that got deleted would have prevented anyone from asking the same question again…

    • USER DC on 12/09/2021 - 00:38

      Yes that's correct.

      But be honest with yourself, MOST OF THE Customers will either:-

      1 Tell the cashier (if manned checkout) or the self-serve checkout assistant, that the price is wrong. In This case the customer gets the item at the price which was at the ticket. Note a lot of times they may not honor that price because customer saw the item at wrong place, (aka item was misplaced and the low ticket was not the desired item's ticket). Some managers are quite soft on this if the ticket was something similar to the item (they will allow price override).

      1. Simply Go home with or without receipt, never realizing that they overpaid for the item. Or realized they overpaid and lost receipt.

      2. The true bargainer will pay higher price, and then claim item for free questioning their store policy.

  • WookieMonster on 11/09/2021 - 20:52
    +5

    I probably should have answered your question:

    What would you have done?

    Here’s how I would approach a scanning error situation for an item that is eligible for a full refund.

    1) Purchase the item.

    • You have much more leverage when you have already purchased the item, as opposed to being at the checkout and alerting the price discrepancy with the staff. Coles’ and Woolworths’ policies don’t actually state that you have to purchase an incorrectly-priced item to get it for free, but checkout staff are likely to just correct the price if you alert them about the error, and then you basically have less leverage with the service desk staff.

    2) Go to the service desk with the receipt and clearly explain the situation.

    • Be clear and concise when you explain of the situation. I would say something along the lines of “Hey, I just purchased this item. The price on the shelf said x, but I was just checking the receipt and noticed I was charged y at the checkout.”

    • At this stage, I wouldn’t tell the staff that “I think this should be free because of your store policy”. Chances are that the staff already know the policy, so I don’t like wasting my time or their time telling them something that they may already know.

    3) Wait to see whether the staff member will process a full refund or a refund of the difference.

    • A lot of the time, staff will know of the policy and will process a full refund for you and allow you to keep the item.

    However, if a staff member at the service desk is trying to only refund the difference…:

    4) Tell them of the store policy, stating that the item should be free.

    • A lot of the time, merely telling the staff member the name of the policy (and maybe even explaining that an item that has a checkout price higher than the shelf price is free) will jog their memory and they will issue a full refund (or they will only sort of believe you, but they will issue a full refund to get you out of the store).

    • It helps if there is a poster at the service desk that explains the policy, as you can easily point out the poster to the staff member. Not all Coles and Woolworths stores have a copy of this poster at their service desk, so this is not always applicable.

    If the staff member still does not issue a full refund…:

    5) Escalate it with a more senior staff member.

    • You can ask to speak to a supervisor or duty/store manager if the original staff member (or the original staff member will call over a more senior staff member to assist).

    • Although some regular staff will not know about this policy or whether the store policy applies in your case, there’s a much better chance a supervisor or manager will know of the store policy and resolve the issue on the spot.

    • If you can get a supervisor or manager to sort it out, it will save a lot of hassle on your part, the store’s part and the Customer Services Team’s part. (I think Coles’ policy implies that you try and resolve the issue with a supervisor or manager before contacting their Customer Service Team and getting them to look at it.)

    If you cannot resolve the issue at the store, even after speaking to a supervisor or manager…:

    6) Contact the Customer Service Team and explain the situation.

    • Make sure you mention the store name, the product you purchased (including the shelf price and the checkout price), as well as any name(s) of any staff members who were involved. Mentioning all of these will help in shaping any feedback the Customer Service Team may pass on to the store manager.

    • As far as I am aware, the Customer Service Teams cannot issue you a refund directly. However, they can call the duty/store manager, and explain the situation to them, so when you return to the store to get your full refund, the duty/store manager can handle it.

    Here’s a few more tips:

    • Don’t be a Karen about it if the store staff (even the store manager) are denying a full refund on the item. It may be the case of the fact that staff were never told about this policy, or that staff have confused the policy with the change of mind policy, or some other reason. Be firm, but polite and respectful.

    • Try to resolve this at the store. I would only call up the Customer Service Team if a supervisor or manager has firmly denied the refund, as getting the Customer Service Team involved will mean an additional trip back to the store.

    • This policy applies to situations where the price on the shelf was actually on an expired special ticket. A lot of store staff would have heard of the policy, but when they see an expired special ticket, they will think that they only have to refund the difference. Neither Coles nor Woolworths lists expired special tickets as an exclusion under their policies, so you should (politely) stand your ground in that scenario.

    Does this help?

    • Geekless Belle on 11/09/2021 - 21:35
      +1

      I did get a full refund for the baking-tray thingy, with a receipt clearly stating the reason for the refund. The staff wasn't aware of the price scan policy. I briefly considered escalating the issue but it was a busy time and it took them forever to do the price check. I didn't want to hold up the queue any longer that I already had.

      I might live chat with their online customer support tomorrow , if only to ensure that they better train their staff in regards to this policy, so that the next ~~ person~~ ozbargainer who notices a price discrepancy, doesn't have to walk away without their free item ;)

      Thanks again for your edifying comments.

  • JIMB0 on 11/09/2021 - 20:52
    +1

    Sometimes you have to politely remind them of the policy.

    • Geekless Belle on 11/09/2021 - 21:35
      +1

      How do you "remind" someone of something they are not aware of?

      • USER DC on 12/09/2021 - 00:46

        I am pretty sure that the supervisors, or the customer service manager will know about this policy.
        Was told by a customer service manager at a woolworths store that
        It is a legal requirement for Woolworths to display the "Scanning Code of Practice" Poster, Just like how they need to display signs about "We will ask for ID if you appear under 25" (for cigarettes).

        But i would not blame normal staff for not knowing about this policy. Be polite as others already mentioned

      • JIMB0 on 12/09/2021 - 08:39

        They often try to just refund you the difference to start with unless you remind them about the policy.

  • bmerigan on 11/09/2021 - 22:25
    +1

    I'm guessing you went to the desk and asked for a refund so that is what you got.

    • Geekless Belle on 11/09/2021 - 22:36

      Nope, I explained that I was charged more than the ticketed price. Someone went to check and confirmed the discrepancy. I queried if their scanning policy would apply. They weren't aware of any such policy but offered to let me return the product in exchange for a full refund. Maybe, in hindsight, I should have been more assertive but both staff were friendly and polite and they were clearly run off their feet. So I've let it go. Or so I thought… The existence of this thread proves otherwise.

      • RockyRaccoon on 11/09/2021 - 23:12

        In that case you then call the customer service line, and explain it to them. They will contact the store and fix it.

        Or even ring the store itself and speak with the manager. I did this and they said next time I was in the store they would give me a refund. 2 weeks later I went to the store and it was in a book and the refund was given.

        Getting the item refunded by having it returned is BS, that way they have avoided the policy. Its free if its scanned wrong. This was the trade off for the saving the stores made from not having to price each item with a label. Its really not that big a cost to them. And it means that we can trust the prices we are charged.

        • USER DC on 12/09/2021 - 00:57

          I remember me complaining to bunnings complaint team about their store REFUSING ME TO BUY AN ITEM AFTER RETURNING IT.

          The issue there was not so as much as me trying to buy item at cheaper price(refund at paid amount on the receipt, and buy at the current price- like 1/2 of what i paid)- Item was in new and sealed condition.

          The main thing that pissed me off so much that time, was the staff member (AN OLD WHITE MALE probably in the supervisor level)
          A team member original told me I can do that, so i can back with receipt and encountered this old grumpy person who kept changing his words as if he was 100% owner of Bunnings and has some sort of power to make/change store policies multiple times within a 5 minute timeframe.

          But yeah going to complaints department always helps (if you are not doing wrong). Couple days later someone from a different department apologized for everything, (even though that old grumpy man wouldn't budge even still today probably). I'd say from my experience young people are more understanding and willing to help customers, than those old grumpy persons.

  • morse on 11/09/2021 - 22:58

    Yeah - they rarely actually do this. Something I picked up today scanned incorrectly, they just corrected the price, they didn’t give it to me for free. I didn’t say anything, happy to just pay the price it was advertised for.

    I have only had it happen once where they’ve volunteered to do this. We kept going back to get more of the same thing that wouldn’t scan correctly each day and kept getting it for free from the same guy.

    • USER DC on 12/09/2021 - 00:59

      We kept going back to get more of the same thing that wouldn’t scan correctly each day and kept getting it for free from the same guy.

      Now that's a bit extreme on both ends.

      • morse on 12/09/2021 - 03:01

        Agreed - we were travelling and in a self contained unit kept going back to the town centre for dinners etc and invariably ended back at woolies each day to grab something else we run out of. The item was a baby/toddler meal thing so just kept adding one each time, each time it was free and the person didn’t seem to remember us after 3-4 days in a row. We never asked for it to be free either, was all a bit weird.

  • capslock janitor on 15/09/2021 - 14:52

    Happened to me once with a pack of Ziplock bags at Coles.

    They went in to check the tag~5mins and lucky the girl told me I get it for free!

    Next time I'd still say "do I get it free?" Battler style

    If the policy is there, then take it up!!

    • John Kimble on 15/09/2021 - 15:59

      Yeah, I bought 4 of a $2 item and they gave me one for free, I had no idea of the policy before that.

  • payless69 on 24/09/2021 - 12:44

    Ah well half price is borderline. Overall I prefer Coles over Woolies. A bit like comparing OW vs HN. Horses for courses.

  • chav on 09/04/2022 - 19:02

    Bit of an old post revival, but nevertheless thought to update my recent experiences.

    I've become especially grumpy about Woolys lately, pretty much moved all my supermarket shopping to Aldi, but there's always a few things they don't stock.

    I've had inconsistent responses from staff when I find the displayed price (on the till) if an item is higher than advertised on the shelf. I had only a couple of items this time and a bit of time on my hands so actually bothered to run it to ground in the store.

    Basically as stated earlier in the thread, your best chance of invoking the "Scanning Policy" is to have actually completed the purchase. The service desk can then select "Return Reason Scanning Policy" and give you the 100% refund as you smile politely and walk out with the item. In my case they gave me both for free - this part I am not certain of, whether you can demand all the items for free up to a value. I wasn't going to double check that as I was winning!

    My refund receipt actually states Scanning Policy, but the polite and helpful service desk person advised me they could not invoke this until I had actually made the purchase.

    Previously I've been danced around on this topic and couldn't be bothered to wait.

    Now shall I start my thread on what's the oldest special price referred to as a deal to justify using a special price label… I've see recent tickets quoting 2017 prices as the previous price. We really need some better legislation here.

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