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Woolworths scraps controversial cashless trial after public backlash
March 4, 2021
Woolworths is scrapping a trial of electronic-only payments across some of its stores, after customers criticised it for excluding people who prefer to pay with cash.
The cashless payment trial, which began in July last year, was expanded in October to include a total of 14 stores across Sydney, Melbourne and Brisbane where the supermarket said most payments were made electronically.
In promoting the trial, Woolworths claimed it made shopping “seamless” for inner-city customers. But some shoppers criticised the move on social media and threatened to boycott Woolworths.
One customer on Twitter said a Woolworths employee in Sydney paid for a man’s groceries after the man became distressed at the checkout because he only had cash.
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“If I was an 89-year-old pensioner, why should I be prevented from shopping at my local supermarket?”
He welcomed Woolworth’s decision to abort the trial, saying it must have realised the value of millions of older Australians who “grew up with piggy banks, cash and cheques” and often preferred to use cash.
“These customers are important and their right to pay cash should be maintained.”
Traders near some cashless supermarkets noticed a decline in foot traffic as customers took their business elsewhere.
Steve, who works at St Kilda Shoe Repairs, a few doors down from the Caulfield North Woolworths, noticed a sudden decline in shoppers following his local supermarket’s decision to go cashless.