Coles Abandons 'Hot Chicken Promise' Voucher System
Supermarket giant Coles has provoked significant customer backlash after confirming it has scrapped its popular 'free hot roast chicken' voucher initiative across all Australian stores. The controversial decision emerged overnight through online discussion forums, where rumours spread rapidly about the termination of what many shoppers considered a valuable customer service programme.
How the 'Hot Chicken Promise' Previously Worked
Until this recent change, Coles operated what it called a 'Hot Chicken Promise' system. During designated store hours, if customers found the store's chicken warmer empty, they could approach deli counter staff and receive a voucher redeemable for a free hot roast chicken on their next shopping visit. This policy was designed to ensure availability of what Coles describes as "one of the most popular items in our supermarkets."
A Coles spokesperson confirmed the programme's discontinuation, stating: "We know how much our customers love our RSPCA-approved Coles Hot Roast Chickens. They're one of the most popular items in our supermarkets and offer a delicious, great value and convenient meal solution for Aussies."
The spokesperson explained the reasoning behind the change: "To make sure our hot roast chickens are available when customers want them, we've made some changes recently to how and when we cook our Hot Roast Chickens, which means improved availability, particularly during busy times such as lunch and dinner. This means customers can continue to enjoy this much-loved, hot and delicious meal option."
Shopper Reactions and Online Outcry
The announcement sparked immediate outrage among Australian shoppers who had come to value the programme. One furious customer responded online: "The voucher was intended for when chickens were not present during peak times of trade, when chickens should clearly be on display and for whatever reason were not. The fact they are stopping that service when there is no reason to, while they are one of the most profitable businesses in Australia, I don't know, feels like a kick to those doing it tough."
Another disappointed shopper noted: "That's a shame. I bet they don't advertise that fact," while others expressed their frustration with even simpler responses like "Wah."
Speculation About Reasons Behind the Decision
Online discussion quickly turned to speculation about why Coles would terminate such a popular initiative. Several theories emerged among shoppers and apparent staff members:
- System Overuse: Many theorised that the voucher system had become too popular, with one commenter suggesting: "See what happens when people go around and make it a 'Shopping Hack', bloody ruins it for everybody." Another added: "It's gained extra notice compared to before due to all the posting about it. I'm not surprised the company is taking it away."
- Potential Abuse: Some suggested shoppers might have been exploiting the system, with one wild theory claiming people would hide chickens around the store to claim free vouchers. An apparent store worker seemed to validate this, responding: "End of shift someone finds a dozen hot chooks buried behind the 30-roll toilet paper packs."
- Profit Motives: Others believed the decision was purely financial, with one commenter stating: "Honestly, the amount of people that use this hack is pretty small, certainly not enough to warrant the removal of the programme. It's just Coles wanting to save money." Another sarcastically added: "A small struggling business like that really has to protect their bottom line. Imagine if they had to give out 3+ hot chooks a day! With their low pricing and small margins on everything else, they'd be ruined."
Staff Perspectives on the Change
Several people claiming to be Coles employees weighed into the discussion, revealing mixed reactions to the policy change. Some expressed concern about customer backlash, with one staff member stating: "Oh god, I cannot wait for the amount of whining I am going to have to put up with from customers." Another noted they had already seen signs of the change: "Yep, just watched our DM [deli manager] taking down the sign and I'm going to have to deal with people complaining, no doubt."
However, other staff members welcomed the change. One deli team member explained: "As a deli team member, I'm glad the promise has been scrapped. Ninety per cent of the customers wanting a voucher go straight to demanding and abuse instead of just asking nicely. I know we're going to cop it for the first few weeks, but once it's widely known that we don't do it anymore it takes a bit of pressure off."
They added: "Chicken sales prediction is hard! Of course we aim for full availability. The managers always gave us a bit of a go when we run out and they have to stop what they're doing to hand out vouchers."
Another staff member highlighted operational concerns: "Unpopular amongst deli staff because it cuts into department profit, which results in cuts to department hours, which leads to more work for the ones lucky enough to keep their hours."
Customers Discovering the Programme Too Late
Adding to the disappointment, some shoppers only learned about the 'Hot Chicken Promise' as it was being discontinued. One customer lamented: "I didn't even know that was a thing! My Coles regularly runs out or doesn't have any chooks. Damn!" Another expressed regret: "The amount of times I've seen it [the chicken warmer] empty and just simply walked away." A third chimed in: "I always go, 'I guess it's something else for dinner'."
The controversy highlights how seemingly small changes to supermarket policies can generate significant customer reaction, particularly when they involve popular, value-added services that shoppers have come to appreciate. As Coles implements its new cooking and availability procedures, the supermarket chain will be watching closely to see how customers adapt to this discontinued promise.
