Have you ever visited a big-box retailer like Walmart and found yourself faced with the decision to either use the self-checkout or rely on a cashier? Well, it seems like major retailers are finally taking note of the customer backlash against self-checkout lanes.

Initially introduced in the 1980s, self-checkout lanes gained popularity in the 2000s and skyrocketed during the pandemic. These lanes were initially designed to cut down on labor costs and reduce interactions between store employees and customers. And while some people find the convenience of scanning their own items appealing, others have raised valid concerns about being forced to take on tasks that were previously done by store employees.

Customer complaints about self-checkout lanes have been piling up. Retailers have seen an increase in losses from theft and customer errors, leading to more complaints. In fact, according to a 2016 study, retailers implementing self-checkout lanes experienced a loss rate of approximately 4%, more than twice the industry average.

As a response to this backlash, some retailers have decided to take action. A ShopRite in Delaware recently removed their self-checkout lines due to excessive complaints, while Walmarts in New Mexico have also eliminated theirs earlier this year. Wegmans, known for allowing customers to scan barcodes and make payments while browsing, has now removed their app as well.

Costco has found a different solution to address the concerns around self-checkout. To combat non-members using unauthorized cards, they have increased the number of staff members near their self-checkout lanes.

It’s certainly a divisive topic. Some individuals appreciate the convenience of self-checkout lanes, while others feel strongly against them. Retailers are now faced with the decision of whether to eliminate self-checkout lanes altogether or preserve a few for those who don’t mind using them.