Self checkouts could soon be gone as experts cite threat that may see abrupt end

28 November 2023 , 07:20

536     0

Customers may see a return of more cashiers over self-checkout counters according to an expert (Image: Jeffrey Greenberg/Universal Images Group via Getty Images)

Retail experts have issued a warning that self-checkouts could be on the brink of extinction due to soaring levels of theft in supermarkets.

Big-name stores such as Walmart, Costco, and Wegmans are all considering significant changes to "curb retail shrinkage" and keep their customers happy. Food industry analyst Phil Lempert is among a growing number of retail experts questioning the rapid expansion of self-service kiosks in shops.

In a chat with CBS affiliate WDJT, Lempert stated: "I think we are going to see the demise of self-checkouts very soon."

Lempert's forecast comes after a large number of shoppers complained about the lack of cashiers in stores. It turns out many families refuse to do the work themselves when they have a large trolley of groceries. There's the added dislike of waiting for an attendant when something doesn't scan or the kiosk malfunctions.

READ MORE: Woman astonished as stranger helps her uncover amazing family secret by chance

Woman who quit teaching for job at Costco says life is now 'much better'

(Bloomberg via Getty Images)

Retail leaders are also doubting the success of self-checkout as customers continue to leave the store without paying for their items. Retail theft has now become a $100 billion-a-year problem, complain the CEOs of companies like Walgreens and Walmart.

As individuals take advantage of self-checkout counters to avoid paying for products at a time when the unemployment rates and inflation rates are high, Walmart's leadership has been blaming theft for a string of closed stores across Canada, as well as self-checkout kiosk schemes to 'prevent' theft. Walmart's presidents and CEOs are also known for making incredibly high salaries.

In January of 2023, though, some of these industry leaders admitted that their shoplifting fears were overblown. “Maybe we cried too much last year” about merchandise losses, Walgreens finance chief James Kehoe acknowledged on an earnings call with CNN.

Giant stores may soon do away with self-checkout says an expert (AFP via Getty Images)

The issue has also led to a surge in anti-theft measures like plexiglass walls, which frustrates some law-abiding shoppers. It's also frustrating for understaffed retailers, as many stores only have a few people who have to ring people up, open plexiglass and fetch products, and stock and clean the store.

According to Lempert, self-checkout flourished during COVID-19 when shops had to adapt to reduce human contact. During a time of labour shortage, cashiers had to be replaced with automated systems for retailers to keep going.

This sudden change has left store bosses struggling with the surge of customers at self-checkout points. Brands like Costco have even started checking receipts at exits, much to the annoyance of shoppers who feel it adds more time to their shopping trip.

Some customers have been wrongly accused of theft at self-checkouts and have had to face questioning by security staff before being allowed to leave. In one case, a shopper was threatened with jail for mistakenly not scanning a tube of toothpaste. "It's a horrible experience. You're bound to make mistakes," said Lempert.

In another case, a woman falsely accused of shoplifting won a $2 million lawsuit against Walmart after proving her innocence. Looking ahead, Lempert believes that technology which takes payment details at the entrance and charges customers as they leave will become more common.

Yelena Mandenberg