New ‘customer-centric’ Walmart opens with private care rooms & more self-checkouts – despite backlash over special lanes

WALMART customers may be surprised on their next shopping trip as a store made major changes to its checkout systems and layout.

The retailer hosted a ribbon-cutting ceremony earlier this month for a Walmart Supercenter in Salem, Ohio – about an hour and a half southeast of Cleveland .

Getty

Getty

The supermarket, located at 2875 E. State Street, features several renovations that store employees say have been implemented to enhance the shopping experience and focus on customers.

The store, which first opened in 2003, reopened its doors with the changes on July 19, according to Mahoning Matters .

The renovations are part of Walmart’s initiative to remodel thousands of stores across the county in a project it has dubbed “Stores of the Future.”

Among the changes , shoppers can find an expanded pharmacy with new private screening rooms, store maps, and a private room for nursing mothers, as well as two big changes to the check out process.

The store now has more self-checkout lanes – as well as a lane dedicated for Walmart members.

In recent months, Walmart’s self-checkout operations have come under fire from shoppers who claim the kiosks make it more difficult to buy items.

Customers have also been shocked to find some self-checkout lanes that are only available for Walmart+ members.

Walmart+ costs shoppers approximately $98 for an annual plan, or $12.95 per month.

“So let me get this right,” one shopper wrote on Facebook, criticizing the policy .

“You want me to pay a subscription to check myself out?”

Despite shopper concerns, store employees have insisted the changes will support Walmart customers.

“For more than 20 years we have proudly served the Salem community so it’s extra special to invite our customers to join us in celebrating all the improvements that have been made to their store,” store manager Eric Schenk said, according to Mahoning Matters.

“We’re certain the upgrades will not only offer our customers a fresh new look, but the innovations will enhance their overall shopping experience.”

MORE CHECKOUT CHANGES

More recently, customers have discovered that many locations are limiting the number of items shoppers can purchase using self-checkout machines at one time.

Some stores are reducing shoppers to 15 items at one time.

“What sense does it make to change the self-checkout lanes to 15 items or less but then have only two to three registers open? Make that make sense!” one shopper complained in a post to X.

“Don’t worry about how many items I have when you see these register lines!”

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.

Shoppers have also spotted their local Walmart stores restricting customers to 15 items or less to use self-checkout machines.

“Walmart, y’all suck arse for having the self-checkout limit at 15 items,” another shopper wrote on the social media platform.

“I could already be checked out with my 18 items before the lady in front of me even unloads her buggy on the conveyor belt!”

The changes have led some customers to declare they will no longer shop at Walmart.

Some have even left their full carts in stores to go to competitors like Target .