A DOLLAR General shopper has ripped the budget-friendly retailer after encountering a less-than-ideal experience in-store.
The customer bemoaned the checkout options available and the state of the lines.
A Dollar General has blasted the chain’s decision to add self-service machines at a store (stock)[/caption]
Stephanie revealed two self-checkout machines were installed in her local store, according to an X post.
But, it turned out that the self-service machines were either closed or unusable.
The lack of self-service machines was only the start of her problems.
“The lines are always so backed up,” she said.
“Takes 30+ mins to even checkout sometimes.”
Dollar General hit the headlines when bosses announced they were pulling self-checkout machines from thousands of its stores.
Todd Vasos, the company CEO, explained there was a link between the self-service machines and shrinkage.
“Shrink continues to be the most significant headwind in our business,” he said on an earnings call in May 2024, seen by Retail Dive.
Dollar General appeared to be something of an anomaly when Vasos announced the checkout change.
Over decades, retailers have rushed to install the machines.
And, by most, they are considered a convenient alternative to standing in a traditional checkout line waiting for a cashier.
Last spring, Vasos said that the checkouts had been pulled from 12,000 stores.
Removing self-service machines entirely was not the only checkout change made by Dollar General bosses.
CNN reported how an item limit restricting shoppers to a maximum of five goods would come into force in 4,500 stores.
Latest self-checkout changes
Retailers are evolving their self-checkout strategy in an effort to speed up checkout times and reduce theft.
Walmart shoppers were shocked when self-checkout lanes at various locations were made available only for Walmart+ members.
Other customers reported that self-checkout was closed during specific hours, and more cashiers were offered instead.
While shoppers feared that shoplifting fueled the updates, a Walmart spokesperson revealed that store managers are simply experimenting with ways to improve checkout performance.
One bizarre experiment included an RFID-powered self-checkout kiosk that would stop the fiercely contested receipt checks.
However, that test run has been phased out.
At Target, items are being limited at self-checkout.
Last fall, the brand surveyed new express self-checkout lanes across 200 stores with 10 items or less for more convenience.
As of March 2024, this policy has been expanded across 2,000 stores in the US.
Shoppers have also spotted their local Walmart stores restricting customers to 15 items or less to use self-checkout machines.
Dollar General is not the only retailer that has pursued this course of action.
Item limits are a feature across Target’s network of stores.
Shoppers can only scan a maximum of 10 items.
Bosses trialed this policy in 2023 and were thrilled with the impact.
They wanted to ensure self-service machines remained as efficient as possible.
However, customers have not felt all of the benefits of the checkout change.
Some shoppers have threatened to boycott the retailer because of the policy.
Meanwhile, in certain Walmart stores, policies that limit shoppers to a maximum of 15 items have come into effect.
Schnucks bosses also rolled out an item limit for self-checkout users.
Initially, shoppers could only check out a maximum of 10 items, but this has been relaxed to 15.
