Self-checkouts face backlash over theft and user errors

Self-checkout lanes were designed to make grocery shopping faster and cheaper. However, they have faced several problems over the years. Customers often find them confusing and frustrating to use. Many people, regardless of age, struggle with the technology. Common issues include scanning items incorrectly and dealing with machine errors. Despite the promise of speed, a 2021 poll showed that 67% of customers experienced failures while using self-checkouts. Yet, 85% believed they were quicker than traditional checkouts. This mismatch has made self-checkouts a source of jokes and complaints online, with over 20,000 related videos on TikTok highlighting their difficulties. The self-checkout system has also led to more theft. Some stores have security features to prevent shoplifting, but others have systems that are easily bypassed. About 15% of surveyed customers admitted to stealing from these lanes, with nearly 70% saying the checkouts made stealing easier. Moreover, the rise of self-checkouts has resulted in fewer cashiers. Many stores now have a greater number of self-checkout machines compared to staffed lanes, leading to claims of understaffing and inefficiency. A cashier at Fresh Thyme shared that self-checkouts complicate their job, as they must assist customers frequently. Customer privacy is also a concern, as self-checkouts often use cameras to monitor shoppers. This heightened surveillance raises questions about privacy and fairness, particularly for people of color. Critics argue that self-checkouts shift work to customers, who end up performing tasks for the store without compensation. Some companies are responding to the backlash by reducing the number of self-checkout lanes, and new regulations may follow. For now, many shoppers are frustrated with self-checkouts and prefer traditional, human-staffed lanes for a better experience. The future of shopping might see a balance between technology and personal service, but for now, many feel the current system is lacking.