When self-checkout first appeared in supermarkets, it was sold as the future of retail — faster queues, fewer staff, and a smoother experience for shoppers. But years later, the shine has faded. Both customers and retailers are discovering that the reality behind those glowing touchscreen kiosks is far messier than expected.
A system that was supposed to save money — but didn’t
The business logic was simple: replace multiple cashiers with one employee overseeing a cluster of machines. But according to Christopher Andrews, associate professor of sociology at Drew University in New Jersey, the promised savings never arrived. Speaking to the BBC, he explained that many retailers “thought this was the next big step… but they’re realising they’re not saving money — they’re losing it.”
That financial disappointment is prompting some of the world’s biggest chains to rethink their strategy. In the U.S., Target, Walmart, and discount giant Dollar General are scaling back self-checkout use. Across the Atlantic, British supermarket Booths has gone even further, removing almost all self-checkout kiosks entirely.
The issues? Slowdowns, technical glitches, and a level of shoplifting far beyond what retailers anticipated.
Discount chains admit they leaned too heavily on automation
Perhaps the most striking admission came from Dollar General’s CEO Todd Vasos. Speaking to investors, he confessed: “We relied too heavily on self-checkout in our stores.”
In recent years, it wasn’t unusual to walk into a Dollar General and find just one or two employees running the entire store — with most customers funneled toward self-checkout machines. But the company now says it plans to increase staffing, especially at manned checkout lanes.
Why the shift? Internal data reportedly shows that stores relying heavily on self-checkout suffer higher-than-average shrink, the industry term for losses caused by theft, errors, or inventory discrepancies.
Shoppers liked the idea — until they tried it
On paper, customers were enthusiastic. A 2021 survey of 1,000 Americans found that 60% preferred self-checkout over staffed lanes. The appeal is obvious: speed, autonomy, and no awkward small talk.
But the same study revealed a major problem — 67% of users had experienced a failure with the technology. We’ve all been there:
• the scanner refuses to recognise an item
• the machine insists the bagging area “has an unexpected item”
• the system locks up and demands an employee override
Amit Kumar, professor of marketing and psychology at the University of Texas, summarised it well: “If we try self-checkout and realise we’re not benefitting from it, we eventually stop using it.”
In other words, shoppers won’t tolerate an innovation that creates more hassle than it removes.
Why self-checkout isn’t disappearing completely
Despite the frustration, don’t expect these kiosks to vanish overnight. Retailers have already invested millions in the hardware, software, training, and store redesigns that accompany self-checkout implementation. Those sunk costs mean many chains will keep the machines — but no longer rely on them exclusively.
The emerging trend is choice: customers can opt for a human cashier or a digital kiosk, depending on preference. For supermarkets, that strikes a balance between managing costs and avoiding full dependence on a system that has proven unexpectedly unreliable.
The bottom line: the future is hybrid, not automated
Self-checkout was supposed to be retail’s great simplifier. Instead, it has become a cautionary tale about over-automating essential human tasks. With rising theft, irritated shoppers, and mounting financial losses, supermarkets are learning a hard truth: efficiency isn’t just about machines — it’s about people.
The next chapter of retail won’t be fully robotic or fully human. It will be a mix, allowing shoppers to choose the experience that actually works. And as many retailers now realise, sometimes the fastest “technology” is still a well-trained cashier who knows exactly what they’re doing.
