Self-checkout machines were introduced in 1986 by CheckRobot, promising faster lines, less human interaction, and reduced labor costs. Grocery stores eagerly adopted them, cutting cashier expenses by up to 60%. But despite the savings, both customers and employees are frustrated.
A 2021 poll found that 67% of shoppers experienced issues with self-checkout, yet 85% believed it was faster — a perception that isn’t backed by reality. According to The Atlantic, self-checkout is a “failed experiment.” Machines glitch, items scan incorrectly, and lines still form as users wait for employee assistance. Many joke about the hassle online — TikTok is filled with #selfcheckout parodies.
There’s also the issue of theft. With minimal oversight, customers often skip scanning items or input cheaper codes for produce. Studies show theft at self-checkout has risen 65% compared to traditional lanes. Meanwhile, stores like Walmart and Fresh Thyme keep reducing human cashiers, leaving employees to manage both registers and kiosks, often running back and forth.
Self-checkouts shrink the customer’s workspace, making it difficult to scan and bag large orders. This discourages big shopping trips, potentially benefiting fuel and retail industries. Surveillance concerns also loom large — cameras track transactions, and some stores use facial recognition and dynamic pricing, raising privacy issues.
At the heart of the frustration is the feeling that customers are doing unpaid labor. As one Reddit user quipped, “Why am I scanning and bagging like I’m on payroll?” Though some retailers are scaling back self-checkout, the technology is still widespread. The bottom line? Stores save money, but customers and workers are left dealing with the mess. As one shopper bluntly put it: “It sucks, and I hate it.”
