A bold new step by Sam’s Club, one of the largest membership-based retail chains in the US, is sparking strong reactions from customers. The retailer plans to get rid of all self-checkout lanes and move fully towards a Scan & Go system, making shopping faster but more reliant on smartphones and technology.
What Is Scan & Go?
The Scan & Go feature allows shoppers to use their smartphones to scan items as they pick them off the shelves. Once done, they simply pay using the Sam’s Club app and exit the store by scanning a QR code at the door—no need to queue up or show receipts to employees.
While this may sound convenient, many longtime Sam’s Club members are not happy.
Mixed Reactions from Shoppers
After the announcement, shoppers quickly took to Facebook and other platforms to express their opinions. Some appreciated the time-saving nature of the feature, especially those already familiar with it. But many others were unhappy, raising several concerns.
Some shoppers fear that not everyone has a smartphone or the right kind of phone to run the app. Others say they prefer human checkout, especially when they’re buying in bulk or using cash payments, which Scan & Go doesn’t support.
One customer wrote:
“Scan and Go is a huge time saver… BUT there should still be an option for people who don’t want to or can’t use smartphones.”
Another added:
“I’m going to let my membership expire. Scan and Go should be for 10 items or less. And what if you want to pay in cash? See ya, Sam’s Club.”
A third shopper voiced concerns over technology errors:
“I don’t get paid to check myself out. Walmart’s scanners often malfunction and charge higher prices. Since Sam’s and Walmart are the same company, I don’t trust it.”
Calls for a Mixed Model
Some shoppers believe Sam’s Club should offer both options — digital and traditional. Ivan Rodriguez, speaking to ABC 15, shared a balanced view:
“I think it will be better to have a mix.”
This idea reflects what many shoppers want: the speed of technology with the option of personal service when needed.
Sam’s Club’s Bigger Plan
Despite the complaints, Sam’s Club is pushing forward with its tech-first strategy. According to Chris Nicholas, Sam’s Club President and CEO, the change is part of a broader plan to transform the shopping experience.
He said,
“This is one of the fastest, most scalable transformations happening in retail. We’re investing with intention — in our fleet, our associates, and the member experience — to become the world’s best club retailer.”
He also explained that the goal is to remove friction from the shopping process, making it faster and easier for members.
The Scan & Go feature first launched in April 2024, and the company plans to open 15 new stores every year, with 30 more already announced, and remodeling work on their 600+ existing stores.
Sam’s Club is clearly aiming to lead the way in retail innovation, but the shift to a full Scan & Go model has left some customers feeling left behind.
While technology can make shopping quicker and more efficient, many people still value the human touch and the option to use cash or traditional checkout.
Whether Sam’s Club listens to its members or stays firm on its digital-first path remains to be seen, but one thing is certain — retail shopping is changing fast, and not everyone is ready for it.