A cancer sufferer has said he felt he was “violated” and made to feel “like a criminal” after a Coles worker asked him to lift his shirt in the self-serve checkout area of his local store.
Queensland customer Tony Jones, 39, said complications arising from bowel cancer had left him with a “very large” hernia, which he attempts to disguise with shirts that are three to four sizes bigger than he would usually wear.
The 39-year-old also has a stoma — a surgically created opening in the abdomen that allows bowel movements — as a result of his cancer, which meant he had to have his bowels removed.
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But during the recent shopping trip to Coles, Jones claimed a worker became suspicious that he was concealing stolen goods under his bulky shirt and loudly asked him to lift his shirt and bare his stomach.
“Just got home from this, left me feeling … I dunno kinda violated I guess. Feels wrong at very least,” he said.
“I have a stoma from bowel cancer a few years ago, had my entire bowel removed and then in late 2022 had a blockage so had to have emergency surgery, after that, I developed a very large hernia.
“I’m on the wait list for hernia repair, but it’s a long list, the hernia is very big to the point that I wear shirts that are three to four sizes bigger than normal for me now, but it still shows unless the shirt is baggy.
“Going through Coles self-checkout and as I go to pay, the worker says from across the self-checkout section ‘And what about what’s under your shirt?’ as she walks up to me — very accusatory tone like she was happy that she had caught me, loud enough that anyone at self-checkout knew.
“I was shocked but wanted out of there so just lifted my shirt to show my stoma bag and the hernia, I suppose I could have argued but I already hate my body, I hate the stoma and stoma bag (I find it disgusting) and the hernia causes a lot of pain and I detest how I look so just wanted out.”
He said that the checkout worker immediately apologised when she realised her mistake.
“After I lifted my shirt she said ‘Oh sorry, we have had a few of late’ and I paid and just left without a word,” he continued.
‘Embarrassing’
“It was quick, but it’s really left me shocked that they can take such an accusatory tone and sound so proud of themselves for it, like they were waiting to catch a thief.
“I worked retail for over 14 years before this and now live on a disability pension, and back then, if we thought someone was stealing, we would have to watch them and contact security.
“The size of the bulge is very big, you’d have to be a complete moron if you were stealing something and showing something this big under your shirt.
“But having my hernia and, more so, my stoma bag on display for everyone who was looking as she hadn’t said it quietly was embarrassing and, yeah, I feel very weird right now I guess.”
Speaking to 7NEWS.com.au, Jones said he has since been offered a $100 gift voucher and an apology from the manager of the store in question over the incident, but was still very rattled.
A Coles spokesperson has also apologised for the incident, which they describe as “disappointing”.
“It’s a bit weird of a feeling to have a dollar value put on emotional distress,” Jones said.
“I told them I can maybe come in on Thursday. Again, not sure how to feel about that.
“Honestly, I wish it would go higher than the store level as even reading the replies (online) to my experience, it seems like Coles themselves seem to have an issue at its core with people speaking about the new (security) gates and such as well.
“Coles seems to be fostering the idea that we are criminals who are guilty until proven innocent.
“They may not teach that directly to staff but with what the higher ups are doing it feels like it’s being heavily implied and this may just be the first of many cases.
“Personally, I wish my story would be seen by more people so that higher management has to have a say, because in the end, even I realise stores are just the end point of the changes happening.”
He said he doesn’t believe the Coles team member in question should be fired, but was hoping that retail workers could learn from the experience.
Coles responds
Coles told 7NEWS.com.au that the supermarket regrets the incident.
“Our aim is to deliver helpful and courteous service for our customers every day and ensure they are treated with respect when shopping in our stores,” the supermarket said.
“We are disappointed to hear about this customer’s experience and earlier today, we spoke directly to our customer and apologised for this incident.
“Coles is committed to creating an inclusive environment for our customers and team members, and apologise again that this didn’t occur on this occasion”.
