More and more stores are abandoning self-checkouts in the face of increasing theft and customer complaints.
It was predicted that the fully automatic format would eventually become the standard. But instead, several big-box chains in the United States and Canada continue to cut back on technology in a number of their stores.
Walmart has removed self-checkouts entirely at two stores in Shrewsbury, Missouri, and Cleveland, Ohio.
The retailer said it will replace kiosks with staffed checkouts, which will “give our associates the ability to provide more personalized and efficient service.”
Dollar General and Target have also made sweeping changes to automated stations in stores — and now another retailer is following suit.
Walmart has decided to remove self-checkouts at some of its stores — and many shoppers are happy with the decision.
Franchise owner Scott Savage has removed all self-checkouts at his Giant Tiger discount store in Stratford, Ontario.
Rather than talk about theft issues, he told CBC he made the change because many of his older customers didn’t like using the machines.
“The biggest complaint that everyone gives you is, ‘You don’t pay me to work here,’” Savage said.
“They were queuing at my regular checkouts and just preferred this service.”
Several customers told the Canadian outlet how happy they were with the decision to ditch self-checkouts 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 tell a machine, ‘Have a nice day.’ »
Following the news that Walmart was removing some of its self-checkouts, a funny photo went viral, ironically showing a self-checkout at Walmart, right next to a sign claiming that the retailer was “investing in American jobs.”
A DailyMail.com reader joked that if they do the work of scanning items, they should also be on Walmart’s payroll.
“If there are self-checkouts, where will my W2 be at the end of the year,” they wrote in an email. “If I have to check it out myself, I need a discount to get paid for the time spent while I’m your employee. »
Franchise owner Scott Savage has removed all self-checkouts at his Giant Tiger discount store in Stratford, Ontario (Photo: Ottawa store)
A photo of Walmart’s self-checkouts ironically placed next to a poster claiming the company is “investing in American jobs” has gone viral.
Self-checkouts were introduced to reduce labor costs and are supposed to streamline the customer shopping experience, but in reality the technology is vulnerable to theft.
“Most of the withdrawal of self-checkouts is due to retailers’ concerns about theft,” Neil Saunders, managing director of GlobalData, told DailyMail.com earlier this year.
“Theft rates at self-checkouts are reasonably high, both due to deliberate actions and accidental errors. Forcing more customers to use staffed checkouts solves many of these problems and saves retailers money.
“Most of the withdrawal of self-checkouts is due to retailers’ concerns about theft,” said Neil Saunders, managing director of GlobalData.
Self-checkouts are also more vulnerable to customer errors when scanning or weighing items.
Some products, such as fruit, meat and freshly cooked produce, do not have a barcode and must be manually entered into the system. Customers may intentionally or accidentally enter a cheaper product code, creating losses for stores.
A study last year by personal finance site LendingTree found that 15% of self-checkout users admitted to deliberately stealing a machine.
This figure increased to 31% when analyzing Gen Z buyers and 21% for Millennials.
Earlier this year, Walmart Chairman and CEO John Furner told ABC that shrinkage – the industry term for the loss of merchandise due to theft – had increased at the retailer in recent years.
He said Walmart was removing self-checkout in locations where there were more cases of shoplifting and mis-scanned items.
“There are a few stores where we’ve made the decision to remove them, but we haven’t made that decision in all stores,” he told the outlet.
“Over the next few years, we’re really going to be looking at new types of technology that can make the payment process even better for customers. »
In March, Dollar General announced it was removing self-checkouts entirely from 300 of its stores with the highest levels of shoplifting and improperly scanned items.
At 9,000 other locations, the company said it is converting some of its self-checkouts to regular checkouts and limiting self-checkouts to five items or fewer at another 4,500 stores.
Dollar General is among retailers that have announced sweeping changes to automated registers in stores across the United States.
Target has moved to “express self-checkout” in most of its 2,000 stores, meaning customers can only purchase 10 items or fewer.
Instead of cutting back on self-checkouts altogether, Target announced earlier this year that it was limiting the number of items shoppers can purchase at self-checkouts.
Following a trial in some US stores, Target has moved to “express self-checkout” in most of its 2,000 stores, meaning customers can only purchase 10 items or fewer.
The company also announced it was opening more staffed cash registers in new locations.
“Paying is one of the most important parts of the Target shopping trip, and we know that a quick and easy experience – whether at the ATM or in the lanes manned by our friendly team members – is essential to so customers can leave quickly,” the company said in a statement.
Customers have long complained about snaking queues at stores and long wait times to get help at a self-checkout if there is a technical problem or if an item needs to be approved by a staff member.
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