A WALMART customer was confused after speaking with the store manager as to why all self-checkout lanes had been eliminated.
On Facebook, Charlie Hibdon of Irving, Texas, shared his disastrous shopping experience at his local Walmart Supercenter and the bizarre conversation that followed.
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The shopper explained that the Las Colinas store removed almost all of its traditional checkout counters several years ago to make room for self-checkouts.
But over the weekend, “literally overnight, they took them all out,” Hibdon explained in a post.
As a result, customers now have to resort to traditional payment methods. However, Hibdon and other Walmart customers had to wait in line for about half an hour.
“Early Sunday morning, only a handful of cash registers were open, resulting in long queues with wait times of 20 to 30 minutes,” he explained.
The situation was so bad that he decided to abandon his shopping cart and leave the store, but not without informing the manager on the way out.
“It’s getting worse”
She then allegedly explained to him why the change had been made in the store, but her explanation left Hibdon perplexed.
“The change was decided by the corporate headquarters because the store had lost so much money last year due to theft and the situation was getting worse,” the buyer explained.
“On the way home, I had to scratch my bald head and wonder how it is possible that so many thefts happen at the self-checkout counters that they all close.”
He explained that when he was forced to use the self-checkout machines in the store a few times, he “got the hang of things right away.”
Hibdon even went so far as to say that when staff searched his bags, their reaction “made him feel like a criminal.”
“Not only that, but a video was playing on the screen showing me not scanning my item correctly,” he added.
“All I can say is, these self-checkout thieves are much smarter than me!”
According to CSP Daily News, an analysis conducted last year by software company Grabango found that self-checkouts generate 16 times more losses than cash registers.
Latest changes to self-checkout
Retailers are developing their self-checkout strategies to shorten checkout times and reduce theft.
Walmart customers were shocked when self-checkout lanes at several locations were made available only to Walmart+ members.
Other customers reported that the self-checkout lanes were closed at certain times and more cashiers were offered instead.
While customers feared that shoplifting was the reason for the changes, a Walmart spokesperson said store managers were simply experimenting with ways to improve checkout performance.
One bizarre experiment involved an RFID-supported self-checkout kiosk that was intended to eliminate the hotly contested receipt check.
However, this test run was discontinued.
At Target, the number of items at self-checkout lanes is limited.
Last fall, the brand tested new express self-checkout lanes with a maximum of 10 items in 200 stores to increase convenience.
Starting in March 2024, this policy will be expanded to 2,000 stores in the United States.
Customers have also noticed that their local Walmart stores are limiting the number of customers at self-checkout lanes to 15 items or less.
The data showed a loss rate of 3.5% at self-service checkouts, compared to just 0.21% at manned checkouts.
At the same time, shoplifting currently costs the industry over $100 billion a year. According to Capital One Shopping, this amount is expected to rise to $140 billion by 2025.
RETURN MATCH
As Walmart stores across the country implement changes to self-checkout lanes and, in some cases, impose item restrictions, some customers are refusing to use them.
The retailer recently introduced a 15-item limit at self-checkout lanes in several of its stores, forcing customers with more items to use manned checkout lanes.
This not only serves to improve efficiency but also to counteract the theft problem.
However, many claim that the wholesaler does not have enough staff to serve the number of customers who previously used the self-checkout lanes.
The long queues in front of the shops are causing customers to rethink their shopping habits and some fear that it will be “like Black Friday”.
“Shopping online and picking up is the best way to go to Walmart!” said one shopper in the comments on Hibdon’s post.
Meanwhile, another shopper followed Hibdon’s example and left his cart full of $300 worth of groceries at the checkout.
While major chains like Walmart are making a U-turn on self-checkout lanes, either eliminating them entirely or limiting their service, one grocery store has made a surprising change to its payment process.
What is Walmart Scan and Go?
Walmart’s Scan and Go is designed to save shoppers time
Walmart’s Scan and Go system is designed to allow customers to scan items as they shop, pay, and exit the checkout line without having to wait in long checkout lines.
The retailer describes setting up the new system as being done in just a few simple steps:
- Customers must first download the Walmart app to their phone and enable location access.
- On the Store Mode landing page, shoppers must click the “Scan to Go” option.
- Customers can scan any item and add it to their shopping cart while shopping.
- At the end, you will be asked to view the shopping cart to make sure the quantity in the app matches the quantity in your cart.
- Shoppers press “Checkout” and go to a self-checkout kiosk.
- You will be asked to scan the QR code provided at checkout and confirm your payment method.
- Once the transaction is complete, customers can leave the store without worry.
