Customers visiting hardware giant Bunnings and grocery chain Aldi are reporting self-service check-outs being closed regularly at stores across Melbourne, but both companies deny any widespread policy to shut down lanes to combat theft.
Shoppers in Melbourne’s southeast and west have taken to social media to comment on long lines at stores while self check-outs remain cordoned off.
Many have complained of long queues at manned counters, with lanes only opened when a staff member is available to watch over customers as they scan their own groceries.
While pictures of Bunnings self-service areas being blacked with promotion tents and stock have also surfaced online.
Customers in Carnegie, Chadstone and Cheltenham have all reported the same experience, with one online reviewer writing: “They seem to be funnelling the entire store through a single cashier checkout.”
One mother shopping at Southland said Aldi staff only opened a self-checkout lane once a second staff member could be brought in to watch over her while she did her weekly grocery shop.
“It was like I was a thief. The guy watched me the whole time like a hawk, it felt horrible,” she said.
“Why don’t they just hire more staff and bring back the old registers rather than treat people like this?”
Other shoppers reported online that some Bunnings stores appeared to be blocking off self-check-outs during weekdays to prevent theft, and only opening on weekends.
Despite the mounting online complaints, both companies have denied there is a widespread policy to shut self-service check-outs due to theft concerns.
An Aldi spokesman said: “We consistently review our checkout protocols to ensure they remain effective, to keep the shopping experience smooth for our customers.
“In some stores, we close our self-checkout lanes in quieter times to ensure we keep our store operating as efficiently as possible.”
Bunnings Director of Stores, Rod Caust said theft was an ongoing issue but stores had no widespread policy to close self-service check-outs.
“Retail crime remains a significant challenge across the sector, and we continue to invest in a range of measures to help address this issue and support the safety of our team and customers.
“Our customers tell us they value the personalised service and support they receive from our team, which is why our preference is to have customers served by a team member at a register wherever possible. We also provide other convenient options, including self-service check-outs and mobile devices, which can be used during busier periods to help manage queues and minimise wait times.”