Customers are leaving Kroger stores after facing long waits in checkout lines. Many registers remain closed, forcing shoppers to queue behind at least 20 others. This issue is driving patrons to seek other shopping alternatives.
Shoppers Frustrated With Kroger Lines
Many people are leaving Kroger stores because of long waits at the checkout. Dr. Kia Conerway shared her frustration on X, previously known as Twitter, saying she can't shop there anymore because of the long lines.
"I don't like shopping at Kroger," Dr. Conerway tweeted. "I'll just use Instacart or go to The Fresh Market or Whole Foods. It's a bad idea to close cashier lanes and make everyone use self-checkout, especially when waiting in lines with 20 people. I'm not doing it anymore. The lines make shopping impossible."
Kroger quickly apologized to Dr. Conerway and asked her for more details on how to fix the problem. She thanked them for their apology and sent them a private message.
Other shoppers also said they don't like the self-checkout at Kroger. One customer simply wrote, "Wow, Kroger," showing that more people are unhappy.
Shoppers are leaving their carts and walking out of Kroger stores due to long lines at the checkout. Even with about 50 people waiting at one store, only one lane was open. Instead of opening more lanes or reassigning staff, the manager began bagging items, which did not help reduce the wait.
Frustrated, many customers, including those reporting this issue, decided to shop elsewhere. Kroger apologized for the inconvenience, but customers felt it was too late. One customer noted, "Big food loss day, I'm sure, for that store," indicating significant business impact due to the long lines.
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Kroger Adopts Self-Checkout for Faster Service
A Kroger spokesperson explained that they switched to self-checkout due to its popularity among customers. "These allow our customers to scan and bag their items. It's a fast, friendly experience," she said.
To better serve those with larger shopping lists, the store introduced "new wide belt lanes" that feature bagging stations at the end, as NBC affiliate WSMV 4 reported. Despite these changes, no jobs were cut; staff are still available to assist customers with any issues. Another store in Tennessee plans to make a similar change later this year.
This trend isn't unique to Kroger. Walmart, Dollar General, and Amazon are experimenting with self-checkout solutions. Amazon is pushing its "Just Walk Out" technology mainly in Amazon Fresh and Go stores. Albertsons and Hy-Vee are also testing or expanding self-checkout options.
Albertsons, for example, started a pilot in Boise, Idaho, directing customers to different self-checkouts based on how many items they have.
The shift towards self-checkout gained momentum during the pandemic, driven by social distancing, technological advances, and high labor costs. For shoppers, the change means potentially shorter wait times at the checkout.
Meanwhile, Walmart's decision to dedicate certain self-checkout lanes to Walmart+ subscribers and Spark delivery drivers has sparked widespread customer dissatisfaction. Walmart+, a subscription service priced at $12.95 per month, offers benefits like same-day delivery handled by Spark drivers.
One shopper voiced their frustration on X, stating, "Walmart, the self-checkout got worse with the addition of Spark-drivers-only checkout, leaving paying customers standing in line for over 20 mins." They reported that approximately 20 customers were waiting at the store's only two registers.
Another customer expressed discontent, urging the store to reconsider its checkout strategy. "It's not right leaving paying customers waiting when the two Spark cash registers go unused," they complained. This situation highlights ongoing challenges as retail stores balance efficiency with customer satisfaction.
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