CHECKED OUT
‘Why can’t we have both’ blasts Walmart shopper as chain reverses nationwide self-checkout move for customer experience
Three other major retailers made self-checkout changes in March
A WALMART customer was left questioning the retailer's actions after a reversal of the nationwide self-checkout move.
Several locations have seen the complete removal of the kiosks, and shoppers are blasting the chain online.
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On April 16, a Walmart in Shrewsberry, Missouri - 10 miles from downtown St. Louis - started removing all its self-checkout machines.
Other locations have also begun axing their kiosks, including one in Greensville, South Carolina, and another in Cleveland, Ohio.
The big change is intended to improve the experience of shoppers, according to a media statement made by the big box retailer.
"These decisions were based on several factors, including feedback from associates and customers, shopping patterns and business needs in the area," said the statement.
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"We believe the changes will improve the in-store shopping experience and give our associates the chance to provide more personalized and efficient service."
Despite the intent to benefit shoppers, many are unhappy about the change and have voiced their complaints via social media.
"I actually like self-checkout because I'm faster at checking myself out than cashiers doing it for me. Plus there's always one idiot holding up staffed lines arguing about a price," wrote one Walmart customer in a Facebook post.
"Why can't we have both regular and self-checkout available?" they questioned.
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BILLIONS IN THEFT
A major factor in Walmart's decision to transition from self-checkout to regular cashiers is the surge of theft that the former caused.
Inventory losses through the kiosks have amounted to over $100 billion for retailers, according to Investor Place.
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Walmart alone lost an estimated $3 billion to retail theft in 2021, $6.1 billion in 2022, and $6.5 billion in 2023.
Up to 50% of these losses are from self-checkout theft.
Because of these astounding numbers, the retail giant has taken preventative action.
In addition to the recent removal of self-checkout in certain locations, Walmart's anti-theft measures include locking up essential items, limiting self-checkout to Spark delivery drivers and Walmart+ users, and enforcing receipt checks.
RETAILER'S REACTIONS
Other major retailers, including Target, Dollar General, and Five Below have similarly taken steps to reduce the financial pangs caused by self-checkout theft.
Last month, Target limited shoppers to 10 items or less by converting traditional self-checkout lanes to express self-checkout lanes at 2,000 US locations.
Also in March, Dollar General announced that it would remove self-checkout machines from 300 stores with high shoplifting rates.
Latest self-checkout changes
Retailers are evolving their self-checkout strategy in an effort to speed up checkout times and reduce theft.
Walmart shoppers were shocked when self-checkout lanes at various locations were made available only for Walmart+ members.
Other customers reported that self-checkout was closed during specific hours, and more cashiers were offered instead.
While shoppers feared that shoplifting fueled the updates, a Walmart spokesperson revealed that store managers are simply experimenting with ways to improve checkout performance.
One bizarre experiment included an RFID-powered self-checkout kiosk that would stop the fiercely contested receipt checks.
However, that test run has been phased out.
At Target, items are being limited at self-checkout.
Last fall, the brand surveyed new express self-checkout lanes across 200 stores with 10 items or less for more convenience.
As of March 2024, this policy has been expanded across 2,000 stores in the US.
Five Below followed suit and announced last month that it would cut back on self-checkout and transition to associate-assisted checkout across all 1,500 locations.
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In related news, a study warns of the "negative impact" for stores using self-checkout including decreased customer loyalty.
Plus, Target shoppers were left asking "What’s the point?" over a self-checkout policy restricting who can ring up items.