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Walmart faces online criticism over its self-checkout machines and the lack of human cashiers.
An angry customer recently criticized the retail giant, noting that only half of the registers were open, causing many frustrated shoppers to abandon their carts.
Customers Voice Frustration Over Walmart's Self-Checkout Changes
In response to financial losses and customer complaints, retail giant Walmart has removed self-checkout machines from some locations. The decision comes amid reports of billions lost due to theft and numerous complaints about long lines and wait times.
Earlier this year, Walmart announced it would eliminate self-checkout registers in certain stores to improve the customer experience. The company acknowledged the frustrations of shoppers who often faced lengthy waits due to limited open registers.
Many customers have taken to social media to criticize Walmart for the shortage of available self-checkout kiosks. One user on X, formerly known as Twitter, expressed frustration, urging Walmart to improve its service.
They pointed out that opening more than four registers wouldn't require many additional employees. They noted that several shoppers left carts full of perishable items like meat and ice cream because they didn't want to wait in long lines.
One customer noted that most registers were closed at their store, tweeting that Walmart's business practices left much to be desired and criticizing the closure of 60% of self-scan lines.
Meanwhile, according to The U.S. Sun, a Walmart representative responded to the concerns, assuring shoppers that the company was looking into the issue of long lines. They asked the customer to send more details directly for further investigation.
Also Read: Shoppers Demand Self-Checkouts at Aldi Amid Long Lines, But Not Everyone Agrees
Reevaluating Self Check-out System
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Self-checkout machines have sparked controversy since their introduction in stores in the early 2000s.
Initially aimed at reducing labor costs, these machines quickly became associated with high rates of retail theft. Neil Saunders, managing director of retail at GlobalData, mentioned to CBS MoneyWatch that retailers are now scaling back their use of self-checkout, though not abandoning them entirely.
He explained that retailers are evaluating how these machines fit into the future with more caution than before.
According to Brittain Ladd, a former consultant to Kroger, many retailers are reconsidering using self-checkout systems due to increased theft associated with them. Ladd's insights, shared with The Telegraph, indicate a turning tide against self-checkout in retail.
Meanwhile, Phil Lempert, known as The Supermarket Guru for his decades-long track record in predicting retail trends, has offered a forecast that may resonate with consumers.
In an exclusive interview with The U.S. Sun, Lempert predicted significant changes driven by security concerns and consumer preferences.
He warned that self-checkout systems may be on their way out, citing a shift in how supermarkets use them compared to their original intentions.
"From a security standpoint, retailers using self-checkout have found themselves needing to increase staffing, whether for security or other roles, to assist customers," Lempert explained.
"So essentially, they're not achieving their goals. They're not reducing labor costs or enhancing the shopping experience."
Lempert suggested that supermarkets may revert to traditional checkout methods to address these challenges effectively.
In April 2024, CBS reported that Walmart is following other retailers in reconsidering self-checkout. The retail giant is removing self-service lanes at a store in Missouri as part of this initiative.
Related Article: Target's Self-Checkout Policy Sparks Consumer Shifts Toward Walmart
