In their battle for supremacy, food giants Coles and Woolworths quite often advertise generous discounts such as Dollar Dazzlers and Red Spot Sales. These are part of their efforts to lure more customers into their stores.
However, many shoppers just pick discounted items off the shelf and do not usually bother to check what has actually been charged at the checkout counter. Actual experience has taught your Consumer Advocate that the amount charged is sometimes greater than the shelf price.
On the evening of February 25, I went to Woolies Glenwood to buy milk. I was attracted by the discounted shelf price of a Mars packet of 20 which was being sold for much less than its usual price of $5.99. The shelf price was $4.79 which I thought was enough reason for me to buy the confectionery for my grandchildren.
However, when the packet was scanned, it was the regular price that was charged. After paying for all the things I bought, I went to the Customer Service Counter to complain. Whereupon, the sales clerk immediately gave me a refund of $1.20. A less informed shopper would have been happy to accept the refund but I mentioned the Code of Practice about erroneous scanning of grocery items. I was entitled to get the item free with the full refund of $6.00. The young man said, “I am not supposed to give it to you unless you mentioned the Scanning Law.” I bluntly told him that is not a fair practice and quite deceptive.
The Code of Practice For Computerised Checkout Systems In Supermarkets 2004 is very specific.
It was developed to ensure that the interests of customers are protected in the operation of supermarket scanning systems. It applies to Woolworths, Coles, Bi-lo and Franklins. The Code of Practice covers all scanned merchandise within a store.
The Item Free Policy:
If the price displayed at the checkout or on the customer receipt is higher than the shelf price, the customer is entitled to receive that item free of charge. For more information, visit
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