Love it or hate it, self-checkout is here to stay. But it's going through a reckoning

NEW YORK (AP) — The promise of self-checkout was alluring: Customers could avoid long lines by scanning and bagging their own items, workers could be freed of doing those monotonous tasks themselves and retailers could save on labor costs.

All that has happened since the rollout of self-checkout but so has this: Customers griping about clunky technology that spits out mysterious error codes, workers having to stand around and monitor both humans and machines, and retailers contending with theft.

“Going to the grocery store used to be simple, and now it’s frustrating,” said Cindy Whittington, 66, of Fairfax, Virginia. “You're paying more. You're working harder to pay for merchandise at their store. And it’s become an ordeal to check out. I should get a 5% discount."

In 2021, self-checkout usage represented 30% of transactions, almost double from 2018, according to a survey of retailers by FMI, an industry group. And 96% of retailers surveyed offer self-checkout.

But the technology is also facing a reckoning amid the critical holiday shopping season. Some retailers are adding restrictions, while others are pulling out completely.

This past fall, Walmart removed self-checkout kiosks in three stores in Albuquerque, New Mexico as part of a location by location approach, but on the whole it is adding more than it is taking away. To reduce wait times, Target is now limiting the number of items to 10 that shoppers can scan in an handful of stores nationwide.

British supermarket chain Booths has been getting rid of its self-checkout at the majority of its stores for the past 18 months in reaction to customer backlash. A year ago, grocery chain Wegmans, citing “losses,” discontinued its self-checkout app that lets shoppers scan and bag items while they shop. However, it...