Self-checkouts at big box stores like Walmart and Costco could soon become a thing of the past, with companies targeting them for crime, retail experts have warned.
“Self-checkout will soon be phased out,” said food industry analyst Phil Lempert.
Self-checkout systems started appearing in the late ’80s and have become increasingly popular since the 2000s, with stores like Walmart predicted to be 65% automated by 2025.
Self-checkout consistently receives mixed reviews from customers. Some people want to avoid interacting with employees, while others are frustrated by technology mishaps and having to do the work themselves.
Major retailers have reported an increase in retail crime since the start of the pandemic, resulting in more products being locked behind plexiglass doors.
It has also been suggested that self-checkouts are contributing to the rise in crime, with some arguing that they help customers leave the store without paying for their items.
Lempert noted that the rise of self-checkout makes sense during the pandemic to reduce human contact and deal with attrition in the workforce. But customers and employees are increasingly making it clear that these changes are not sustainable.
Employees at major retailers report being frustrated by having to deal with an influx of customers at self-checkout stations, especially at stores like Costco where customers check their receipts at the exit. They report that this has slowed down their work speed.
Some shoppers have been falsely accused of stealing from self-checkouts and had to be questioned by security guards before being allowed to leave. For example, one customer was threatened with jail time for accidentally failing to scan a tube of toothpaste.
Another woman was falsely accused of shoplifting and won a $2 million lawsuit against Walmart after proving she hadn’t stolen anything.
Looking ahead, Lempert said he believes technology that captures payment details upon entry and charges upon exit will become more prevalent, replacing concepts such as self-checkout.
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