Walmart store ‘abandons’ self-checkout policy after shoppers rail against 37-minute lines & ‘uptick in confrontations’

A WALMART shopper claimed their store abandoned a major self-checkout change after customers were forced to wait over a half hour in line.

The customer posted about their horrendous experience on X in response to a post that trashed self-checkout machines .

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“Self-checkouts need to be scrapped,” the original X post said.

“Nobody wants them and they’re impersonal and not much quicker… I’ve never met anyone who prefers them and I’ve worked in supermarket.

“What’s your view?”

The Walmart shopper replied with three paragraphs detailing why they support self-checkout machines.

“My local Walmart did that. They typically had 16-20 self checkout kiosks open and 1-3 manned checkout stands open simultaneously,” the customer explained.

“They closed all the self-checkouts, and increased manned checkouts to 6-10 depending on traffic.

“Total checkout time increased from between 5-7 minutes to my average of 37 minutes.

“Also witnessed an uptick in confrontations at the register about how many items are in the cart, and observed a significantly higher rate of full carts being abandoned,” the shopper elaborated.

“They abandoned the change and reopened the self-checkouts after about 6 months.”

Other grocery store shoppers supported the Walmart customer’s plea for self-checkout machines.

“If I may give an opposing view to ‘nobody likes them’. I do as I really just am not a fan of talking to people…at all,” another X user replied.

“So these checkouts give me the chance to do that. If they introduced no talking checkouts fine but they haven’t done so. I wish I could find a silent barber.”

Recently, retailers have been veering away from using self-checkout machines due to rising retail theft.

In 2023, retailers lost an estimated $121.6 billion due to theft, according to a study done by Capital One Shopping .

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.

That number is expected to skyrocket to $150 billion by 2026.

As a way to battle theft, retailers such as Walmart, Target, and Dollar General implemented lifted security measures such as receipt checks, locking items up, and, in extreme cases, removing self-checkout altogether.

Earlier this year, Walmart confirmed it would remove self-checkout machines in Shrewsbury, Missouri, and Cleveland, Ohio, according to Retail Insider.

“We believe the changes will improve the in-store shopping experience and give our associates the chance to provide more personalized and efficient service,” a Walmart spokesperson said.

Dollar General announced it would increase the amount of staff at registers, claiming it would help improve the customer experience.

“While self-checkout has contributed to the convenient proposition for our customers in certain stores, it does not reduce the importance of a friendly, helpful employee who is there to greet customers and assist while the checkout process is happening,” Dollar General CEO Todd Vasos said during an earnings call in December.