RETAILERS nationwide are implementing security measures to help combat theft as consumers and employees grow frustrated with the new procedures.
Discount retail giant Dollar General is currently in the process of removing self-checkout kiosks from 300 of its stores, citing shoplifting concerns and merchandise losses.
CHECKED OUT
The chain, which boasts over 20,000 stores across the US, is taking drastic measures to curb retail theft.
In March 2024, the company revealed a first look into its upcoming plans, which have started to go into effect at stores nationwide.
Dollar General’s three-pronged approach to combatting shoplifting includes:
- Removing self-checkout stands from 300 of its stores that are the most prone to retail shrink, including theft
- Converting some or most of its self-checkout kiosks to regular checkout lanes, operated by cashiers, in 9,000 other stores
- Limiting self-checkout transactions to purchases of five items or less in 4,500 stores
Over half of Dollar General’s stores will be impacted by the new security protocols.
Dollar General’s CEO, Tedd Vasos, told investors that the “decisive action” to remove or limit the use of self-checkout registers is “based on months of AI activity data,” as reported during the company’s earnings call.
Dollar General partnered with Everseen, an IT services company, to pinpoint which store locations were more prone to theft.
The company’s platform, which uses artificial intelligence to detect theft, was able to identify stores where individuals were using self-checkout lanes to steal products.
In addition to removing or limiting the number of self-checkout kiosks available at stores, Dollar General also wants employees to pitch in as an additional layer of security.
The retailer is instructing employees to monitor and assist shoppers who use self-checkouts to pay or to limit self-checkout use to customers purchasing five or fewer items.
As prices continue to soar at grocery and department stores, cash-strapped consumers are turning to the discount retailer for everyday essentials and food and beverage items.
Dollar General is in the process of opening 800 new locations, remodeling 1,500 locations, and relocating 85 stores by the end of 2024.
Still, not all discount retailers are faring as well, with competitors like Family Dollar and Dollar Tree closing upwards of a thousand of their locations this year alone.
Shoppers, meanwhile, are growing frustrated as retailers continue to implement new and often drastic measures to help combat would-be shoplifters.
In addition to Dollar General, retailers including Target, Walmart, Costco, and Five Below, among others, are pulling back on or rethinking their self-checkout policies altogether.
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.
Shoppers have also spotted their local Walmart stores restricting customers to 15 items or less to use self-checkout machines.
FIVE FINGER DISCOUNT
And, removing or curbing self-checkouts isn’t the only method stores are adopting to stop retail shrinking.
From behemoths like Walmart instituting receipt checks to convenience stores like Walgreens and CVS locking even inexpensive items like toothpaste and soap behind sliding glass panels, customers are finding that their everyday errands are becoming increasingly more difficult and time-consuming.
Some consumers are even getting turned off at the idea of shopping at brick-and-mortar locations.
Online shopping has surged in recent years, and with many retailers – including Dollar General – offering in-store or curbside pickup options at select stores, consumers are more inclined than ever before to take advantage of these services.
Customers have also begun to voice their concerns about shopping in-store amidst the new security measures on social media.
“I’m sad that dollar general stopped self checkout,” one user wrote.
“Dollar General is having a real life ‘f**k around and find out’ moment right now, I ain’t never seen a store remove self-checkout as fast as they did,” another commented.
“They closed self-checkout at my local Dollar General. An employee will run it if the line gets REALLY long,” another user wrote.
“One was [checking] me out recently and she told me it was permanently closed.
“She did not think my JOKE was funny when I said, ‘dang it so much cheaper when I check myself out,'” the user added.
“Saving money at Walmart by not buying any products locked behind glass displays,” one user revealed, adding, “Spending that money at the Target across the street but still.”
SELF CARE
Still, not all consumers are shocked at the decision to move away from self-service machines, with some even looking forward to more human interaction.
“I hate self checkout. Employ humans,” one user wrote.
“Why ruin countless jobs installing self checkout just to have staff breathing down my neck making sure I scan everything?” another user questioned.
“I really don’t like where self – checkout is going,” another user shared.
“Grocery stores – box stores etc are all eliminating jobs and leaving the customer with more tasks.
“Ughhh. It’s not like prices of their goods have gone down…” they added.
“Dollar General has self-checkout & it still sucks because most of the time, it’s never working at all, or it’s programmed to be card only,” another user wrote.
