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Kroger takes action after shopper highlights self-checkout problem and asks ‘is there a new policy I am not aware of?’

A KROGER shopper’s self-checkout complaint provoked the retailer to issue a promise to take action.

One customer in Louisville, Kentucky, asked if the store had changed something due to a new issue they experienced.


A Kroger shopper questioned the chain over their checkout experience (stock image)[/caption]


The retailer promised to take action on this complaint (stock image)[/caption]

Carmie (@cheetalita) shared images of long lines of shoppers waiting to check out.

The shopper said all of these customers had to use one section of the checkout area.

She also highlighted how the self-service area of this Kroger store had impacted the wait.

“@kroger Portland, Louisville, KY: Super long checkout lines; only 3 cashiers; self checkout is closed,” she wrote in the post.

“Is there a new policy I am not aware of?”

Carmie’s post and images received a reply from Kroger’s X team.

The chain apologized and made the shopper a promise.

“We’re sorry to hear this,” Kroger wrote.

“Thank you for bringing this to our attention.

“We want to look into this for you.”

Carmie thanked the chain for its response but had one last request for the retailer.

“Also, when will the self checkouts reopen?” she asked.

Kroger did not respond to this question but asked the shopper to send a DM.


Several retailers have made major changes to the way shoppers can pay for goods.

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.

Companies have had to battle issues surrounding retail theft and shrink, which has led to dramatic differences.

For example, Dollar General has closed self-checkouts at 12,000 of its locations.

The company’s CEO, Todd Vasos, explained that this decision was made due to the issue of inventory loss, he said in a May earnings call.

“Given the ongoing challenge from shrink, we converted approximately 3,000 additional stores away from self-checkout in May, bringing us to approximately 12,000 conversions completed in total,” the CEO said.

CEO Vasos said Dollar General had received positive feedback from its customers following these in-store changes.

The U.S. Sun has previously reported on the mixed emotions experienced by shoppers at a store in Massachusetts.

One customer said they appreciated the self-service kiosks at certain moments.

“It’s not that I like it, but it’s convenient when there are big long lines or they are short-staffed,” they told NBC affiliate WWLP.

Another shopper explained why they preferred to pay with a cashier.

“I think these days I would much more prefer to stand in a line and talk to a real person,” they said.

The U.S. Sun has reached out to Kroger for comment.

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