Coles, the Australian supermarket giant, is encountering a wave of customer dissatisfaction following the opening of a new store in Brisbane where the self-checkout machines exclusively accept card payments, refusing to accept cash.
This move has sparked mixed reactions among shoppers and ignited a debate over the growing trend towards cashless transactions.
The newly established store in Brisbane features a line-up of self-service checkout machines, all boldly displaying the 'card only' message.
Some customers have voiced their frustration, urging fellow shoppers to refrain from supporting such cashless establishments.
One individual expressed, "Everyone needs to only use cash. If they don't accept cash, then don't buy from them."
Others went a step further, suggesting, "Everyone needs to leave the groceries at the checkout and walk off."
A prevailing concern among critics is the potential impact on employment, as supermarkets continue to introduce more self-service checkouts.
One shopper remarked, "Bad enough that companies like Coles have increased prices, I know they cut hours of their employees but now more self-serve checkouts... Less jobs."
Coles, responding to the backlash, clarified that while their self-checkout machines only accept cards, they have not transitioned to fully cashless stores.
A spokesperson reassured customer, saying, "There are still options for our customers wanting to pay cash in all our stores."
This debate over cashless stores in Australia harks back to 2021 when rival supermarket chain Woolworths faced similar resistance.
Woolworths had attempted a trial of cashless supermarkets, primarily located in 'metro' stores across Melbourne, Sydney, and Brisbane. This initiative aimed to make shopping seamless for busy urban customers but was met with strong opposition.
One frustrated shopper expressed, "I refuse to shop at any of your card-only places. Cash is legal tender, and I do not support the cash ban and will take my money elsewhere."
Critics argued that the move toward cashless stores could be seen as a form of ageism since many older customers still prefer using cash.
In response to the backlash, Woolworths Metro general manager Justin Nolan admitted that the trial had been ahead of its time and pledged to end it, saying, "While almost all Metro customers choose to pay with cards, cash remains incredibly important to those who don't for a whole range of reasons we didn't fully appreciate."
Australia's shift towards a cashless society has been accelerating, with cash transactions dwindling to just 13 percent of the total in late 2022, marking a significant decline since the onset of the Covid-19 pandemic three years prior. One of the key benefits of using cash is the avoidance of fees. Many banks charge fees for card transactions, ranging from 1.1% to 2% of the purchase price, while EFTPOS transactions typically incur a maximum fee of 0.5%.
Furthermore, Australian bank branches are increasingly limiting cash withdrawals, urging customers to call ahead if they require a substantial sum from a teller.
ANZ, Commonwealth Bank, and NAB have all announced restrictions on cash withdrawals over the counter at some of their branches, reflecting the growing trend of online banking and reduced reliance on cash in Australia.
