‘Losing customers to Dollar General’ blasts Walmart shopper after chain makes u-turn on self-checkout stance
A WALMART shopper has blasted the big box retailer after yet another change to self-checkout.
Walmart had a complete turnaround on its self-checkout stance, leaving shoppers to attribute it to competition with Dollar General.
GettyWalmart reversed its self-checkout stance, ditching the machines at three US locations[/caption]
GettyOne shopper suspected the change had to do with rival competition[/caption]
After Walmart’s widespread implementation of self-checkout, the retailer decided to scale back on the kiosks and fully replace them with cashiers in certain stores.
The goal of the switch is to improve and personalize the customer experience.
“We believe the change will improve the in-store shopping experience and give our associates the chance to provide more personalized and efficient service,” said Brian Little, Walmart’s global communications director.
However, shoppers have attributed the change to other factors.
One Walmart customer thought the switch was related to losing customers to rival stores.
“That or they were losing customers to the Dollar Generals being built on every corner…” wrote one Facebook user.
Others suspected the checkout switch pertained to the rampant theft caused by self-checkout.
“They aren’t doing it for better ‘customer experience’ lol!!! The real reason is, they thought it was a great idea to cut out employees and have customers check themselves out,” began one shopper.
“Well guess what?! Their theft is absolutely astronomical now! People walk in, get groceries, scan about every 3rd item, bag it up, and walk right out. Theft is absolutely out of hand.
“So they learned their lesson, it’s cheaper to have people on payroll than have customers walking out and only paying 1/3 of their bill.”
SHOPPERS DIVIDED
The self-checkout reversal has currently taken effect in three US stores.
Walmarts in St. Louis, Missouri, Greensville, South Carolina, and Cleveland, Ohio have reverted to manned registers as of April.
The decision was based on associate and customer feedback, shopping patterns, and business needs, according to the global communications director.
Walmart customers had mixed feelings about the removal of the machines.
Many suspected ditching the kiosks would have unfortunate implications for the time it takes to check out.
“Now we will be back to 20 empty registers, three cashiers with attitudes, long lines, and one door greeter that just stands there and assists no one,” wrote one customer.
“I use self-checkouts because it’s faster and I rarely have to wait for one. I can get what I need and leave. I don’t go to Walmart to socialize.”
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.
Other long-standing self-checkout critics were eager for their removal.
“Shouldn’t have ever been put in any of the stores,” said one.
“It’s about time!!!” wrote another.
In other Walmart news, a shopper blasted the retailer and threatened to boycott over forced memberships.
Plus, an ex-Walmart CEO issued a warning over the “bubble” impacting customers – and price is no longer the biggest issue.
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