Australian supermarket giant Woolworths has faced a wave of customer dissatisfaction following its decision to alter the functionality of its popular Scan&Go mobile app. The changes, communicated to users via email, have effectively removed the app’s in-app payment feature, which many shoppers found convenient.
The Scan&Go app, introduced in 2018, allowed customers to scan items with their mobile phones as they shopped, bypassing traditional checkout lines. However, an email sent on June 24 informed users that this feature would be discontinued in certain stores, including Glenorie NSW, Balwyn VIC, Toowong QLD, Walkerville SA, Charnwood ACT, and Highgate WA.
In the remaining stores where the app is still operational, customers must now complete their transactions at a dedicated Scan&Go kiosk, rather than paying directly through the app. Woolworths has apologized for the inconvenience, stating in the email, “We apologise for the inconvenience and appreciate your understanding.”
Transition to Scan&Go Trolleys
Woolworths has confirmed that the changes are part of a broader strategy to phase out the mobile app in favor of new Scan&Go trolleys, which integrate scanning technology directly into the shopping carts. A Woolworths spokesperson explained, “We’ve received feedback from some of our customers that using a mobile device to scan products whilst holding a basket and other items can be challenging.”
The spokesperson added, “As a result, we have looked to streamline the process by incorporating the Scan&Go mobile technology into our new ‘Scan&Go’ trolleys, to provide a hands-free ‘Scan&Go’ option.”
“Feedback from customers who have tried our ‘Scan&Go trolleys’ has been overwhelmingly positive, with customers enjoying being able to scan and bag as they shop, and track their spend in real-time.”
Customer Reactions and Concerns
Despite the company’s assurances, many customers have expressed frustration over the removal of the in-app payment feature. Simon Berry, a Woolworths shopper, voiced his disappointment in a TikTok video that has garnered over 20,000 views. Berry described the app as “hands down the best thing that’s ever happened to grocery shopping in Australia,” lamenting the return to traditional checkout processes.
Berry’s sentiments were echoed by numerous social media users who shared their dissatisfaction with the changes. One user commented, “I loved the Scan&Go. No double handling, no talking to anyone… went to go shopping yesterday and it was gone.”
However, some shoppers admitted they were unaware of the app’s existence, suggesting a potential lack of promotion by Woolworths. Others who had tried the app found it cumbersome, citing issues such as the need for staff verification during checkout.
Speculations and Security Concerns
Amidst the backlash, some customers speculated that the changes might be linked to concerns over stock loss and theft. A commenter noted, “Woolies is tackling a lot of issues with stock loss through Scan&Go,” while another suggested that theft could be a consideration in certain areas.
Woolworths has not confirmed if these concerns influenced their decision, but the introduction of Scan&Go trolleys could potentially address such issues by providing a more secure and integrated shopping experience.
Looking Ahead
The transition from the Scan&Go app to the new trolley system represents a significant shift in Woolworths’ approach to in-store technology. While the company remains optimistic about the new system, it will need to address customer concerns and ensure a smooth transition to maintain shopper satisfaction.
As the retail landscape continues to evolve, Woolworths’ ability to adapt to customer needs and technological advancements will be crucial. The supermarket chain’s next steps will likely involve further refining the Scan&Go trolley system and exploring additional ways to enhance the shopping experience.
