More stores are abandoning self-checkout machines amid theft and customer complaints.
It was predicted that the self-checkout format would eventually become the norm. But instead, several large chains in the United States and Canada continue to cut back on technology in several of their stores.
Walmart has completely eliminated self-checkout lines at two stores in Shrewsbury, Missouri, and Cleveland, Ohio.
The retailer said it would replace the kiosks with staffed checkout lines that will “provide our associates with the opportunity to provide more personalized and efficient service.”
Dollar General and Target have also made sweeping changes to in-store automated stations, and now another retailer is doing the same.
Walmart has decided to eliminate self-checkout lines in some of its stores and many shoppers are delighted with the decision.
Franchise owner Scott Savage has eliminated all self-checkout lines at his Giant Tiger discount store in Stratford, Ontario.
Instead of problems with theft, he said CBC He made the change because many of his older customers don’t like using the machines.
“The biggest complaint you have of everyone is, ‘I don’t get paid to work here,'” Savage said.
“They would stand in line at my regular cash registers and just prefer that service.”
Several customers told the Canadian outlet they were happy with the decision to get rid of automated checkout counters at the discount retailer, which sells home goods, clothing and groceries.
“I like the person-to-person contact,” Leslie Clayton-Winget said. “You can’t say to a machine, ‘Have a nice day.'”
Following the announcement that Walmart was eliminating some of its self-checkout lanes, a funny photo of a self-checkout machine at Walmart went viral, ironically right next to a sign claiming the retailer was “investing in American jobs.”
One DailyMail.com reader joked that if they’re doing the work of scanning items, they should be on Walmart’s payroll, too.
“If there are autopayments, where is my W2 at the end of the year?” they wrote in an email. “If I have to check it out myself, I need a discount to compensate me for the time I’m your employee.”
Franchise owner Scott Savage has removed all self-checkout lanes at his Giant Tiger discount store in Stratford, Ontario (pictured: a store in Ottawa).
A photo of Walmart’s self-checkout machines ironically placed next to a sign claiming the company is “investing in American jobs” went viral.
Self-checkout machines were introduced to reduce labor costs and supposedly optimize customers’ shopping experience, but in reality the technology is vulnerable to theft.
“Most of the reduction in self-checkout systems is due to retailers’ concerns about theft,” Neil Saunders, CEO of GlobalData, told DailyMail.com earlier this year.
‘Theft rates at self-checkouts are reasonably high due to both deliberate actions and accidental errors. Forcing more customers to use cash registers solves many of these problems and saves retailers money.”
“Most of the decline in self-checkout systems is due to retailers’ concerns about theft,” said Neil Saunders, CEO of GlobalData.
Self-checkout lines are also more vulnerable to customer errors when scanning or weighing items.
Some products, such as fruits, meats, and freshly baked goods, do not have barcodes and must be manually entered into the system. Customers can intentionally or accidentally enter a cheaper product code, generating losses for stores.
A study last year by personal finance website LendingTree found that 15 percent of self-checkout users admitted to intentionally stealing from a machine.
This figure increased to 31 percent when looking at Generation Z buyers and 21 percent for millennials.
Earlier this year, Walmart Chairman and CEO John Furner said ABC That shrinkage (the industry term for the loss of merchandise due to theft) has increased at retail in recent years.
He said Walmart is eliminating the self-checkout system in places where there are more cases of theft and poorly scanned items.
“There are some stores where we have made the decision to exit, but we have not made that decision in all stores,” he told the outlet.
“Over the next few years, we’re really going to lean into new types of technology that can further improve the payment process for customers.”
In March, Dollar General announced it would completely remove self-checkout kiosks from 300 of its stores with the highest levels of shoplifting and mis-scanned items.
At another 9,000 locations, it said it is converting some of its self-checkouts to regular checkouts and will limit self-checkout purchases to five items or fewer at another 4,500 stores.
Dollar General is among retailers that have announced sweeping changes to automated checkouts at stores across the US.
Target has moved to ‘express self-checkout’ at most of its 2,000 stores, meaning customers can only purchase 10 items or less.
Instead of reducing self-checkout lines entirely, Target announced earlier this year that it was limiting the number of items shoppers can purchase at self-checkout registers.
Following a test in select stores in the US, Target moved to ‘express self-checkout’ in most of its 2,000 stores, meaning customers can only purchase 10 items or less.
The company also said it was opening more staffed cash registers in new locations.
“The check-out process is one of the most important moments in Target’s career, and we know that a fast and easy experience, whether at self-checkout or in lines staffed by our friendly team members, is essential to customers’ guests be on their way quickly,’ the company said in a statement.
Customers have long complained about long lines in stores and long waiting times for help at a self-checkout station if there is a technical problem or an item needs to be approved by a member of staff.