Walmart has been making changes to its checkout options at stores across the United States, but not everyone is happy about it. With over 4,600 stores nationwide, the company has mixed cashier lanes with self-checkout kiosks to meet customer needs. However, the way Walmart is handling checkouts lately has caused major complaints from longtime shoppers.
Different Stores, Different Checkout Styles
In recent years, Walmart has changed its checkout system depending on the location. Some stores, like a few in New Mexico, have removed self-checkout kiosks completely and gone back to only cashier lanes. Meanwhile, other stores have mostly self-checkouts open, with only a few cashier lanes available.
No matter what setup they choose, the result has been the same: lots of unhappy customers. The main complaints include long lines and limited access to either cashiers or kiosks, depending on what shoppers prefer.
Frustrations Boil Over in April
Earlier this month, two customers took to social media to voice their frustration. One shopper, Marcus, posted on X (formerly Twitter): “@Walmart, it’s bad enough you’ve gone almost exclusively to self-checkouts, but to only have 2 of the 15 available open is nasty work.”
Walmart replied and asked Marcus for more information to investigate the situation. However, it’s not clear if Marcus followed up with the retailer.
Possible Reasons for the Problem
There could be a few reasons why most of the kiosks were closed. Store staff may have decided to shut down some lanes temporarily for internal reasons. Another possible reason is that Walmart has started reserving certain self-checkout kiosks for Walmart Plus members.
Walmart Plus members, who pay $98 per year, get access to special features like “Scan & Go,” which lets them check out faster. Some customers have complained that at least 60% of the self-checkouts in their stores are now reserved for Walmart Plus users, leaving fewer kiosks for everyone else.
More Complaints About Self-Checkout Issues
Another customer posted a similar complaint on X, upset about waiting in long lines for self-checkout. They even shared a photo showing a line of shoppers stretching down an aisle. Walmart again responded, asking for more information privately.
But these two aren’t the only ones complaining. In January, a shopper said that 30 self-checkout lanes at their local Walmart were suddenly closed. In December, another shopper said that only 6 out of 40 checkouts were open and vowed to stop shopping at Walmart altogether.
The 15-Item Limit Adds to the Frustration
One of the most unpopular changes recently is the 15-item limit at self-checkout kiosks. Walmart introduced this limit to speed up lines and cut down on problems like mis-scans and theft. However, many shoppers say it only makes things worse.
Last summer, a customer shared that they waited 45 minutes just to pay for their items because of the limit. Others questioned the rule, especially when only a few kiosks were available.
Adding to the tension, Walmart recently warned customers about a crackdown on “under-ringing,” where shoppers accidentally or intentionally scan items for less than their actual price. Some shoppers are also upset about anti-theft policies that blocked purchases at multiple stores.
Walmart’s Challenge: Balancing Speed, Security, and Customer Satisfaction
Walmart is trying to balance fast service with security, but many customers feel the changes are hurting the shopping experience. Whether it’s because of closed kiosks, item limits, or membership preferences, it’s clear that many loyal Walmart shoppers are becoming frustrated.
The company’s next steps in handling checkout options will be important in keeping their millions of customers happy.