Kroger launches probe after shopper blasts self-checkout ‘future’ & vows to boycott chain for Publix over cashier policy

SHOPPERS have slammed Kroger for facing frustrating checkout issues that have led them to go to rivals and forcing the retailer to address complaints.

On Friday, a Kroger customer warned the retailer on social media that he would go to a competitor store if changes are not made soon.

"Kroger self-checkout stinks. If you this is the future I’m headed to Publix," shopper Michael Keefe said, tagging the company.

The retailer quickly responded to his complaint, saying that it would take action by feeding his comment back to its teams.

"We are always looking to improve the experience of our customers and feedback like yours helps us ensure we are serving you to our best ability," Kroger replied.

"We will share your concerns with our Internal Teams for review. Please feel free to reach out to us anytime. Have a great day!"

Keefe swiftly gave Kroger a springboard to start making improvements with a basic premise.

"Start with if a store is open, there should always be one line open with a human cashier," he said.

BACK TO BASICS

The complaint comes just two months after a retail expert warned businesses of a "pushback from customers" due to self-checkout changes putting more pressure on consumers.

Fellow Kroger shoppers have similarly taken to the social media platform to rant about the state of checkout lines at the retailer.

One shopper decided the situation was so bad they left their shopping in-store, causing the retailer to lose a sale of $200.

"@kroger the Mt. Washington Kroger in Cincinnati never has actual cashiers in the evening hours," the frustrated shopper said.

"I had to abandon my cart of $200 because there was not a single cashier anywhere. Only self-checkout is available."

"This 'no cashier available after 7pm-ish' has been ongoing for over a year," he continued.

"It’s ridiculous that customers are expected to ring up and bag our own groceries."

The shopper attached a picture of a long line of fed-up shoppers all waiting to use the checkouts.

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.

"Dear @kroger - please hire real cashiers. This 'self' checkout sucks so bad there is an employee assisting us along," another noted.

"I just want to see improvements," a third said as they argued about the amount of responsibility being placed on shoppers.

"There should always be a checkout lane opened no matter what.

"Shut down self-checkouts before closing registers. Open registers = more employees getting hours."

"I’m also not responsible if things don’t get rung up, it beeps I bag it," they added.

The U.S. Sun has reached out to Kroger for comment.

Meanwhile, a Target shopper has criticized a strange self-checkout rule that applies at night.

At the same time, Walmart lost a customer to Target due to an anti-theft measure used by the big-box retailer.