The advent of self-service checkouts in supermarkets has been a game-changer for many shoppers, offering a quick and convenient way to breeze through grocery shopping.

However, for some Australians, these machines have become a source of frustration and confusion.

A recent online debate has shed light on the struggles some people face with these checkouts, sparking a discussion on whether the problem lies with the user or the technology itself.

The debate was ignited by a shopper who expressed his bafflement on social media, saying he ‘can’t imagine’ why so many people struggle with self-service checkouts.

He argued that the system is ‘not a super complicated thing to use’ and suggested that those encountering issues are ‘just doing something wrong’.

A man shared online his confusion as to why people are having problems with self-service checkouts. Credit: Shutterstock

‘I know I'm beating a dead horse with this subject, but do people REALLY have trouble at self-service checkouts?’ the shopper asked online.

‘I'm not even sure when the last time I had an issue with this was, and the scarce few times I can recall having a problem (in the distant past when I first started using them) was when I was doing genuinely silly stuff, like brain-farting and not weighing my fruit.’

The man said he’s been using self-service checkouts ‘almost daily’, and he found scanning or weighing an item and putting it in the bagging area relatively easy.

‘Some people make it sound like they're just constantly throwing errors at them. I can't help but assume it's user error, but at the same time, I can't even imagine what that might be (it's not a super complicated thing to use),' he said.

'I'm borderline fascinated by this subject whenever it comes up and would love to observe someone who struggles with these using one so I can just see what's actually happening.'

'Like when my grandma thinks her phone is broken, but she's actually just muted it,' the shopper jokingly said.

His comments sparked a flurry of responses, with many people sharing their experiences and perspectives.

While some agreed with the shopper, stating that they find self-service checkouts efficient and easy to use, others were quick to voice their frustrations.

Common complaints included the machines being ‘slow’ and ‘glitchy’, often not detecting items in the bagging area, and being overly sensitive to the weight of items.

Some users also reported being frequently accused of shoplifting by the system, leading to embarrassing and time-consuming interventions by store staff.

The debate also touched on the new anti-theft technology installed in many supermarkets.

While these measures are designed to prevent shoplifting, some shoppers argue that they make the self-service checkout process more complicated and time-consuming.

Most shoppers find self-service checkouts problematic for being ‘slow’ and ‘glitchy’. Credit: Shutterstock

For instance, one shopper shared her experience, saying: ‘'The last time I used it, the new anti-theft software stopped me three times and would not let me continue until the checkout chick confirmed that I had really scanned my stuff correctly...it added another 15 minutes to my shop.'

'Most of the issues with self-service stem from anti-theft measures. Overly sensitive scales, not giving customers the ability to fix mistakes by taking things off, etc,' another claimed.

'When my toddler is sitting in the trolley seat, the camera is convinced he's an unscanned item and won't let me proceed without a staff member,' a mum said.

Others also slammed the registers, with some saying they refused to use them.

'I have never, and I mean never, had a shop where at least one person at self-service has not had a problem which sucks,' one user said.

'The computer always has a problem with something and needs approval. They're painfully slow,' a second added.

'The machine doesn't trust you and asks the staff member to confirm that you have bags/fruit/lightweight items, and by the time you wait for them to be free, wave them down, get the machine unlocked and go back to scanning three or four times in one session, it really does start to feel like a lot bigger hassle than a regular checkout,' a third replied.

However, many said they rarely encounter issues with self-service checkouts, which has become a prevalent problem in most Australian supermarkets.

A social media poll revealed that more than 5,400 Aussies are in favour of stores removing their self-service checkouts, compared to 840 people who wanted these to stay.

'Having worked on checkouts for years (prior to self-service being installed), I almost never have an issue unless I'm getting something that weighs next to nothing (like a card),' one replied.

'I love them. It's way faster, regardless of the quantity of groceries. I hate going to the checkout and waiting, waiting, waiting. I don't have issues regardless of whether it's Woolies, BIG W or Coles. I dread the day they are killed off,' another commented.

'People just like to whinge. If they took away the self-service checkouts, there would be just as much complaining. You can't please everyone,' a third added.

Key Takeaways

• A shopper expressed confusion over Australians' difficulties with self-service checkouts, sparking debate online.
• Critics argue that self-service machines can be slow, glitchy, and prone to false accusations of shoplifting.
• Proponents find self-service checkouts faster and more convenient than traditional checkouts.
• The discourse extended to introducing new anti-theft technologies, which some claimed increased shopping time.

What's your take on self-service checkouts? Do you find them convenient or confusing? Share your thoughts and experiences in the comments below.

 

[Margot Stokman]

The advent of self-service checkouts in supermarkets has been a game-changer for many shoppers, offering a quick and convenient way to breeze through grocery shopping.

However, for some Australians, these machines have become a source of frustration and confusion.

A recent online debate has shed light on the struggles some people face with these checkouts, sparking a discussion on whether the problem lies with the user or the technology itself.

The debate was ignited by a shopper who expressed his bafflement on social media, saying he ‘can’t imagine’ why so many people struggle with self-service checkouts.

He argued that the system is ‘not a super complicated thing to use’ and suggested that those encountering issues are ‘just doing something wrong’.

View attachment 39393

A man shared online his confusion as to why people are having problems with self-service checkouts. Credit: Shutterstock

‘I know I'm beating a dead horse with this subject, but do people REALLY have trouble at self-service checkouts?’ the shopper asked online.

‘I'm not even sure when the last time I had an issue with this was, and the scarce few times I can recall having a problem (in the distant past when I first started using them) was when I was doing genuinely silly stuff, like brain-farting and not weighing my fruit.’

The man said he’s been using self-service checkouts ‘almost daily’, and he found scanning or weighing an item and putting it in the bagging area relatively easy.

‘Some people make it sound like they're just constantly throwing errors at them. I can't help but assume it's user error, but at the same time, I can't even imagine what that might be (it's not a super complicated thing to use),' he said.

'I'm borderline fascinated by this subject whenever it comes up and would love to observe someone who struggles with these using one so I can just see what's actually happening.'

'Like when my grandma thinks her phone is broken, but she's actually just muted it,' the shopper jokingly said.

His comments sparked a flurry of responses, with many people sharing their experiences and perspectives.

While some agreed with the shopper, stating that they find self-service checkouts efficient and easy to use, others were quick to voice their frustrations.

Common complaints included the machines being ‘slow’ and ‘glitchy’, often not detecting items in the bagging area, and being overly sensitive to the weight of items.

Some users also reported being frequently accused of shoplifting by the system, leading to embarrassing and time-consuming interventions by store staff.

The debate also touched on the new anti-theft technology installed in many supermarkets.

While these measures are designed to prevent shoplifting, some shoppers argue that they make the self-service checkout process more complicated and time-consuming.

View attachment 39392

Most shoppers find self-service checkouts problematic for being ‘slow’ and ‘glitchy’. Credit: Shutterstock

For instance, one shopper shared her experience, saying: ‘'The last time I used it, the new anti-theft software stopped me three times and would not let me continue until the checkout chick confirmed that I had really scanned my stuff correctly...it added another 15 minutes to my shop.'

'Most of the issues with self-service stem from anti-theft measures. Overly sensitive scales, not giving customers the ability to fix mistakes by taking things off, etc,' another claimed.

'When my toddler is sitting in the trolley seat, the camera is convinced he's an unscanned item and won't let me proceed without a staff member,' a mum said.

Others also slammed the registers, with some saying they refused to use them.

'I have never, and I mean never, had a shop where at least one person at self-service has not had a problem which sucks,' one user said.

'The computer always has a problem with something and needs approval. They're painfully slow,' a second added.

'The machine doesn't trust you and asks the staff member to confirm that you have bags/fruit/lightweight items, and by the time you wait for them to be free, wave them down, get the machine unlocked and go back to scanning three or four times in one session, it really does start to feel like a lot bigger hassle than a regular checkout,' a third replied.

However, many said they rarely encounter issues with self-service checkouts, which has become a prevalent problem in most Australian supermarkets.

A social media poll revealed that more than 5,400 Aussies are in favour of stores removing their self-service checkouts, compared to 840 people who wanted these to stay.

'Having worked on checkouts for years (prior to self-service being installed), I almost never have an issue unless I'm getting something that weighs next to nothing (like a card),' one replied.

'I love them. It's way faster, regardless of the quantity of groceries. I hate going to the checkout and waiting, waiting, waiting. I don't have issues regardless of whether it's Woolies, BIG W or Coles. I dread the day they are killed off,' another commented.

'People just like to whinge. If they took away the self-service checkouts, there would be just as much complaining. You can't please everyone,' a third added.

Key Takeaways

• A shopper expressed confusion over Australians' difficulties with self-service checkouts, sparking debate online.
• Critics argue that self-service machines can be slow, glitchy, and prone to false accusations of shoplifting.
• Proponents find self-service checkouts faster and more convenient than traditional checkouts.
• The discourse extended to introducing new anti-theft technologies, which some claimed increased shopping time.

What's your take on self-service checkouts? Do you find them convenient or confusing? Share your thoughts and experiences in the comments below.

I just refuse to use them I love human contact when shopping also I don't get paid for doing self-serve
and the worse thing about them is they take away jobs for the young school aged people to at least get a foot in the door for long term enplyment

 

[mylittletibbies]

If they gave a discount for using the self-serve checkout then maybe I would use them. I would say a 12% discount would be fair.

How do you figure that?
My average shop is say $200, so that would be $24 for about 10 to 15 minutes work. How much do you think checkout chicks get paid.
If you did $100 shop, that would take no more than 10 minutes, so $12 discount by 6 times equals $72/hour.
Get real!!

 

[Pommyoz]

I love self-service I useit all the time quick and easy in and out I can pack my groceries, the way I want them packed. I don’t have to stand in a queue where people just want to chat to the cashier

No wonder society is getting social phobia. What is so wrong with watching and listening to people conversing. Shopping to me is a social interaction.

 

[Jennylolo]

I really don't mind the self service check outs. You can at least pack your groceries exactly how you want to unpack them at home. EG; I have an upstairs fridge, a downstairs fridge and a downstairs freezer. I pack my goods according to what fridge/freezer I am going to put them in and what goes in the pantry. Not that hard really.

on the checkouts I put these in their groupings and the bag together, for just that purpose - to unpack fridge, freezer and pantry, and laundry whenever I choose or to different spaces Easy peasy also..

 

[zacca]

The advent of self-service checkouts in supermarkets has been a game-changer for many shoppers, offering a quick and convenient way to breeze through grocery shopping.

However, for some Australians, these machines have become a source of frustration and confusion.

A recent online debate has shed light on the struggles some people face with these checkouts, sparking a discussion on whether the problem lies with the user or the technology itself.

The debate was ignited by a shopper who expressed his bafflement on social media, saying he ‘can’t imagine’ why so many people struggle with self-service checkouts.

He argued that the system is ‘not a super complicated thing to use’ and suggested that those encountering issues are ‘just doing something wrong’.

View attachment 39393

A man shared online his confusion as to why people are having problems with self-service checkouts. Credit: Shutterstock

‘I know I'm beating a dead horse with this subject, but do people REALLY have trouble at self-service checkouts?’ the shopper asked online.

‘I'm not even sure when the last time I had an issue with this was, and the scarce few times I can recall having a problem (in the distant past when I first started using them) was when I was doing genuinely silly stuff, like brain-farting and not weighing my fruit.’

The man said he’s been using self-service checkouts ‘almost daily’, and he found scanning or weighing an item and putting it in the bagging area relatively easy.

‘Some people make it sound like they're just constantly throwing errors at them. I can't help but assume it's user error, but at the same time, I can't even imagine what that might be (it's not a super complicated thing to use),' he said.

'I'm borderline fascinated by this subject whenever it comes up and would love to observe someone who struggles with these using one so I can just see what's actually happening.'

'Like when my grandma thinks her phone is broken, but she's actually just muted it,' the shopper jokingly said.

His comments sparked a flurry of responses, with many people sharing their experiences and perspectives.

While some agreed with the shopper, stating that they find self-service checkouts efficient and easy to use, others were quick to voice their frustrations.

Common complaints included the machines being ‘slow’ and ‘glitchy’, often not detecting items in the bagging area, and being overly sensitive to the weight of items.

Some users also reported being frequently accused of shoplifting by the system, leading to embarrassing and time-consuming interventions by store staff.

The debate also touched on the new anti-theft technology installed in many supermarkets.

While these measures are designed to prevent shoplifting, some shoppers argue that they make the self-service checkout process more complicated and time-consuming.

View attachment 39392

Most shoppers find self-service checkouts problematic for being ‘slow’ and ‘glitchy’. Credit: Shutterstock

For instance, one shopper shared her experience, saying: ‘'The last time I used it, the new anti-theft software stopped me three times and would not let me continue until the checkout chick confirmed that I had really scanned my stuff correctly...it added another 15 minutes to my shop.'

'Most of the issues with self-service stem from anti-theft measures. Overly sensitive scales, not giving customers the ability to fix mistakes by taking things off, etc,' another claimed.

'When my toddler is sitting in the trolley seat, the camera is convinced he's an unscanned item and won't let me proceed without a staff member,' a mum said.

Others also slammed the registers, with some saying they refused to use them.

'I have never, and I mean never, had a shop where at least one person at self-service has not had a problem which sucks,' one user said.

'The computer always has a problem with something and needs approval. They're painfully slow,' a second added.

'The machine doesn't trust you and asks the staff member to confirm that you have bags/fruit/lightweight items, and by the time you wait for them to be free, wave them down, get the machine unlocked and go back to scanning three or four times in one session, it really does start to feel like a lot bigger hassle than a regular checkout,' a third replied.

However, many said they rarely encounter issues with self-service checkouts, which has become a prevalent problem in most Australian supermarkets.

A social media poll revealed that more than 5,400 Aussies are in favour of stores removing their self-service checkouts, compared to 840 people who wanted these to stay.

'Having worked on checkouts for years (prior to self-service being installed), I almost never have an issue unless I'm getting something that weighs next to nothing (like a card),' one replied.

'I love them. It's way faster, regardless of the quantity of groceries. I hate going to the checkout and waiting, waiting, waiting. I don't have issues regardless of whether it's Woolies, BIG W or Coles. I dread the day they are killed off,' another commented.

'People just like to whinge. If they took away the self-service checkouts, there would be just as much complaining. You can't please everyone,' a third added.

Key Takeaways

• A shopper expressed confusion over Australians' difficulties with self-service checkouts, sparking debate online.
• Critics argue that self-service machines can be slow, glitchy, and prone to false accusations of shoplifting.
• Proponents find self-service checkouts faster and more convenient than traditional checkouts.
• The discourse extended to introducing new anti-theft technologies, which some claimed increased shopping time.

What's your take on self-service checkouts? Do you find them convenient or confusing? Share your thoughts and experiences in the comments below.

I hate the self check outs 2 out of 3 times I use them there’s a problem

 

[Colette 3799]

As I said to one of the operators I am perfectly able to use your self serve checkouts but I choose not to as I dont work here! I always wait for someone to serve me, the cost of paying for a checkout operator is included in the price of my groceries

 

[Penny4]

I never use them with a full trolley load, however I prefer Coles and Aldi's self checkouts compared with Woolworths. Woolworths' software is woeful. The other day I was next to a young lady who was only buying one bottle of coke. She went to pay, but the software system stopped her and required the Woolworths' staff member to rectify it. No excuse for the software to pick up anything, as she didn't have a trolley or other shopping bags. The only bag she had was on her shoulder. Crazy.

 

[Jennylolo]

one has to queue most often regardless of which system. My biggest issues is the height of the surface to put goods on- sometimes our bodies/injuries can interfere with which system is used. I was in a store the other day went through manned and the queue for the self ones was long! if manned were all open instead of only 1 or 2 there would be no or minimal waiting.

 

[Uterus]

I refuse to use the self service and be an unpaid employee of the supermarket. Seems they need to offer further training to the unpaid staff who use them on a daily basis.

 

[oilsfromoz]

The self-serve checkout scanners don't like green bananas. If you go through the lengthy process of having to type in "banana" it objects when you bag it and asks for an assistant. The other day I put 3 truss tomatoes on the scale (no bag) but when the options came up there were no tomatoes. Once again, if I'd been to a normal checkout there would have been no delay.
The most annoying thing about these checkouts is when they're crowded with customers who have heavily loaded trolleys and take forever to scan and pack. What happened to "Express Checkouts"?

 

[Catherines]

I really don't mind the self service check outs. You can at least pack your groceries exactly how you want to unpack them at home. EG; I have an upstairs fridge, a downstairs fridge and a downstairs freezer. I pack my goods according to what fridge/freezer I am going to put them in and what goes in the pantry. Not that hard really.

No harm in putting them on the check out conveyor and asking staff to please pack them in the order you have put them there. They will oblige & if your bags are too heavy then that’s your problem.

 

[Catherines]

I will not use self checkouts. As It puts people out of a job

Not necessarily so and do you really know that is the situation - they are in the back choosing and packing on line orders for those that cannot get to a supermarket AND especially the lazy ones who cannot be bothered going there in person to shop.

 

[Catherines]

I refuse to use the self service and be an unpaid employee of the supermarket. Seems they need to offer further training to the unpaid staff who use them on a daily basis.

If you consider yourself to be one of the ‘unpaid staff’ do you expect them to give you ‘further training’?

 

[Catherines]

All checkout scanning is as efficient as the operator and customer. Yes that includes you regardless of self serve or checkout.

Totally agree with you; there are sometimes glitches in the system, as with anything else in our daily lives.

 

[Catherines]

I'm with you there. Why should I do their work & not get paid for it? I never did unpaid work when I was in the normal workforce & don't intend to do it now I'm a pensioner.

Guess one day ‘technology’ will overtake you and leave you all on your own.

 

[Annna]

I am not a fan of self service check outs but due to there usually only being 2 staffed check outs with long queues there isn’t much option. Coles is worse than our local Woolies but I am less inclined to shop there due to their “woke” policies. The self service check outs are slow at times and glitchy, and I resent the fact that the retailers are using you to cut staff numbers, we will get to the stage where no one will have a job.

Spot on!

 

[Annna]

My problem with self serve is that some super markets scan errors when price is higher on scanned item than shelf price.
I have had it now twice in the last month alone.
They make the comment you scanned so it is your fault.
So now I go to normal check outs ONLY.
And when stores like Coles go to self serve only like after 8pm then I will just walk around to the other super markets or come back the next day and if the trolley is still their then I am half finished.

No, the scanning error is NOT YOUR ERROR .

It is the store's error in not reducing the scanning price (the price registered in the store's system) and if the store complies with the Scanning Code of Practice, then you're entitled to a refund if the erroneously charged price and the item for free.

 

[Clancieblue]

I love self-service I useit all the time quick and easy in and out I can pack my groceries, the way I want them packed. I don’t have to stand in a queue where people just want to chat to the cashier

Do you realize that cashier might be the only person someone speaks to all day.

 

[Annna]

You don't have to, your choice.
Personally I never use them.

In some stores, there are no manned checkouts now.

In others, there may be one or two (most often one) who is also manning the Customer Service Counter/Smoke Shop.

Waiting for this one person can be frustrating in our time poor world.

I waited 10 minutes for information on an item because the one operative had 10 people in the line and 2 at the store front counter waiting and me waiting at the inside counter the last time I shopped.

Don't live under the misapprehension that the store with the one human operative is happy about this.

Store management will at some point in time be tasked with making this position redundant.

How?

Even now, the maintaining of only one staff member in this position is a planned strategy to frustrate people into using the self serve checkouts.

Next time you're in your local store, focus on the line up at the manned checkout and see how many people opt for self serve because the line is long with only one staff member serving.

Management are and will be counting and creating stats too.

Over time, the stats that are a product of planned limited Customer service will be used to justify the removal of the one last human checkout operator.

CLEVER HUH?

THIS IS WHAT THE BIG BANKS HAVE BEEN DOING SINCE THE EARLY1980s with the introduction of ATMs.

Self serve checkout arguments about difficulty or ease of use are a smokescreen.

The problem is the gradual depletion of jobs. When everyone is using the self serve, the store doesn't need staff in Customer Service positions (or if humans are needed, then the store will maintain a skeleton staff).

So do you call that REAL CHOICE?

 

[Clancieblue]

If they gave a discount for using the self-serve checkout then maybe I would use them. I would say a 12% discount would be fair.

Extra Fly buy or reward points, would ensure you return. They are not very smart.