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CHECKED OUT | ‘New business model sucks,’ fumes Walmart shopper after store’s self-checkout change – only five lanes were left open

One shopper wondered if the self-checkout lanes were closed for a comedic reason.

A SHOPPER has slammed Walmart’s new business model after only five self-checkout lanes were open at their location.

Walmart has been making major changes to its checkout methods that have customers fuming.

An area of tension among customers has been the depleted self-checkout lanes as the retailer makes a big shift.

“@Walmart is so low vibrational. 10/10 don’t recommend. Cause why in this whole store are there only five self-checkout lanes open. When the whole mf store is self-checkout,” a shopper posted on X, formerly known as Twitter.

“This new business model sucks. You suck.”

Earlier this year, Walmart announced that it would remove self-checkout lanes to enhance the customer experience after numerous complaints of long lines and wait times.

“We believe the change will improve the in-store shopping experience and give our associates the chance to provide more personalized and efficient service,” spokesperson Brian Little told  Business Insider.

“The decision was based on several factors, including feedback from associates and customers, shopping patterns, and business needs in this area. We believe the change will improve the in-store shopping experience and give our associates the chance to provide more personalized and efficient service,” Little said, per KSDK.

Another spokesperson said Walmart is always trying to improve the shopping experience for customers.

“We continually look at ways to provide our customers with the best shopping experience and that includes adjusting the checkout area in stores,” Walmart spokesperson Josh Havens told Business Insider in September 2023.

Walmart also made a change to allow Walmart+ members and Spark delivery drivers to use dedicated checkout lanes.

But this adjustment has also been a thorn for shoppers as the membership costs $98 annually and the new change also reduces the number of lanes for regular shoppers.

‘I HAVE HAD ENOUGH!’

Walmart customers have not been shy about posting their thoughts about the retail giant on social media.

One shopper wrote her true feelings on Facebook saying that she had “had enough” of Walmart’s “hassle.”

“Walmart I have a huge bone to pick with you,” a customer named Colleen wrote.

“You have removed the option to self-checkout unless you are a Walmart member.”

She also said there were “rarely any lanes open” at her location.

“You expect people to pay a membership fee to do your job for you?” she asked. I have had enough!

“I go there for minimal things now because it is a hassle every time I go to your store. It is nearly impossible to get out of there without severe anxiety,” she said.

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.

Another customer wondered if the lanes were closed, asking if it was for a comedic reason.

“It drives me nuts when you go to a place like Walmart or anywhere with self-checkout and half of the stations are closed,” a user posted to X.

Doha Madani

Doha Madani is a senior breaking news reporter for NKY News.

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