Willys Elisedal — Local services in Göteborgs Stad

Be Careful When Using Self-Scanning at Willys – Keep Your Receipt!

I want to share an unpleasant experience I had at Willys last week to help others avoid the same situation. On Wednesday, I visited my usual Willys store near where I live. I often shop there and normally use their self-scanning system. However, that day the system didn’t work — it didn’t register my items or allow me to complete the checkout properly.

I asked an employee (a big woman who’s regularly at the store) for help. I explained that during my previous visit, the self-scanning had also malfunctioned at checkout, and I had to rescan everything manually with help from two staff members. I ended up paying with my boyfriend’s card, and I left the store with QR code and as usually I throw in the trash bin

But because the payment hadn’t been linked to my Willys membership due to the scanning error, the employee told me she couldn’t see any record in their system. Rather than investigating the issue properly or reviewing the security footage — which I suggested — she accused me of having left the store previously without paying. I found this extremely disrespectful and unacceptable.

I pointed out that I couldn’t have exited the store without scanning a valid QR code, and I insisted she search further. Eventually, she found the transaction linked to the payment made with my boyfriend’s card (which is connected to his membership), and we showed her proof through his bank and membership account.

Only then did she acknowledge the issue and promised to fix my self-scanning access — but without any apology for the accusation.

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Why I’m Sharing This

It’s unacceptable to accuse a paying customer of theft without thoroughly checking the facts first. Technical problems can happen, but it’s the store’s responsibility to investigate before making serious claims.

I’ve reported this to Willys customer service and management. I won’t be shopping there again, but I hope sharing this experience raises awareness so others don’t go through...

Great prices and assortment of products, might be one of the best in GBG in my experience. I have another Willys closer by but to get the larger size of frozen berries it's well worth the extra travel time. Especially as at the same time my entire purchase gets cheaper. They also have a scan and pay with your phone system i really enjoy, haven't seen this in any...

Favourite Swedish supermarket in quality/price. This one is quite big (better than Hemma ones) and has a large variety of products, including some famous brands besides its own one (Garant, El Dorado, etc). Great discounts with Willys Plus. Only con: vegetables are sometimes not as cheap as in other cheap supermarkets, but it's...