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Original poster

Self checkout tills are killing the shopping experience

225 replies

Stopsnowing · 03/08/2023 05:46

My first two jobs )as a Saturday girl) was on the tills. I learned to chat with customers and fold their clothes neatly and handle money responsibly. Sometimes they had queries or complaints or would ask me questions when they couldn’t find anyone on the floor.
I am not a massively chatty person and I have a busy full time job. I am not someone whose only social contact is via shopping but dear God how soul destroying is shopping in places with all or mainly self service tills.
it is deathly quiet and there is no interaction with a human except for one harried person trying to whizz around fixing the scanning issues.
marks and Spencer is fully self service now and if you want to be served by a human you have to join the single long refunds queue. Waitrose had two tills open the other day and when the queues built up and a lady asked them to open another till she was directed to the empty self check outs and was told they didn’t have the staff for another till. When I shop in Aldi or Sainsburys they have one or no staffed till. So anyone who is elderly or who needs help has ti stand and wait and that is not easy.
I am now scanning a whole trolley shop. It takes longer than being served and involves a lot mor e reaching down which some people won’t be able to manage.
the Waitrose lady told me “can’t stop progress”. I said” whir about your job?” She said her job wasn’t affected as they were only not replacing leavers as opposed to sacking people so she would be ok. She seemed to miss the point that if she left her job she wouldn’t be able to find another similar one. My children won’t be able to have a Saturday job where they will get their first lessons in customer service. A huge chunk of jobs has gone forever. Another element of customer service is gone (because these till Roles have not been replaced with staff walking the floors (good luck with that). Social interaction reduced. Another step towards the death of the high street.

This piece rang true for me

https://www.theguardian.com/business/commentisfree/2023/aug/02/want-a-glimpse-of-dystopia-visit-the-self-service-checkouts

Want a glimpse of dystopia? Visit the self-service checkouts | Adrian Chiles

Automated tills now take up much more space than those staffed by humans. We must resist, writes Adrian Chiles

https://www.theguardian.com/business/commentisfree/2023/aug/02/want-a-glimpse-of-dystopia-visit-the-self-service-checkouts

OP posts:
User165753 · 03/08/2023 11:06

It's easier to buy most things online, I generally get a Tesco online shop of staples and heavy stuff and then go into Waitrose/M&S for a small shop, I couldn't imagine getting a large trolley full in a supermarket, it's bad enough with a couple of bags full

Truemilk · 03/08/2023 11:09

I wouldn't mind self service tills as much if they just had more staff helping to override and take tags off and stuff. When you've got one member of staff for 8-10 tills you just end up standing around waiting for ages for someone to come and help you.

homeforme · 03/08/2023 11:14

EvenlyDetermined · 03/08/2023 10:30

See I'd have no issue at all about them commenting about folic acid, pregnancy tests etc (and yes I've had difficulty conceiving, several miscarriages etc) because I think its a good thing for these to be talked about not hushed away as though they were a taboo subject. I notice my younger colleagues are much more open than I was at their age about sexual health, fertility etc which is a good thing IMO.

It's a huge over step and none of their business.

When my friends folic acid was commented on it was in front of her children who had no idea she was pregnant, for very good reason.

user1469908686 · 03/08/2023 11:14

We’ve just come home from Spain. In one shop you just dropped your bag into a sink type container and it scanned the whole lot in one go.
Only a matter of time till you just wheel your Sainsburys trolley into a scanner I imagine!

ImNotReallySpartacus · 03/08/2023 11:20

I honestly don't understand what 'the shopping experience' is supposed to mean. I just want to be in and out as fast as possible.

Smoothbananagram · 03/08/2023 11:41

Whether you prefer self-service or not, a low-stakes interaction with a shop employee is only a good thing in my opinion. I agree with the OP that it builds confidence and really the most basic communication skills required to navigate society. My DD, 16, will always opt for self- serve if there is one in an effort to actively avoid the interaction because it's easier and she remains securely in her comfort zone. Unavoidable interactions in cafes and supermarkets definitely boost her though - I've seen it time and time again. The less she does them, the less she wants to do them and vice versa.

homeforme · 03/08/2023 11:51

Smoothbananagram · 03/08/2023 11:41

Whether you prefer self-service or not, a low-stakes interaction with a shop employee is only a good thing in my opinion. I agree with the OP that it builds confidence and really the most basic communication skills required to navigate society. My DD, 16, will always opt for self- serve if there is one in an effort to actively avoid the interaction because it's easier and she remains securely in her comfort zone. Unavoidable interactions in cafes and supermarkets definitely boost her though - I've seen it time and time again. The less she does them, the less she wants to do them and vice versa.

They help your sample size of 1. They don't help everyone.

lilacsinbloom · 03/08/2023 12:07

Exactly. Most people doing a supermarket shop are not 16 year olds. Shy or quieter people should not be forced to endure till checkout smalltalk, just because some extrovert thinks it is "good for them".

Aside from that, I find I have plenty of pleasant interactions with the workers overseeing the self-checkout area when the machine malfunctions.

Smoothbananagram · 03/08/2023 12:09

homeforme · 03/08/2023 11:51

They help your sample size of 1. They don't help everyone.

Show quote history

Fair enough but I don't imagine she's wildly untypical. I can feel the same myself which is why I can see some value in such interactions.

senua · 03/08/2023 12:14

Shy or quieter people should not be forced to endure till checkout smalltalk
Should not be forced to endure human interaction!?Shock Blimey.

MrsDanversGlidesAgain · 03/08/2023 12:19

Shy or quieter people should not be forced to endure till checkout smalltalk, just because some extrovert thinks it is "good for them"

  1. Checkout smalltalk isn't compulsory. They don't hang on to your shopping and refuse to scan it until you've told them about your holiday and your last visit to the hairdresser. So there's nothing to 'endure' if you don't want to.
  2. I'm an introvert. I live alone and I like a bit of a chat, it cheers the day up. And like I said upthread, during covid shopping was my only human interaction.
fullbloom87 · 03/08/2023 12:21

MrsDanversGlidesAgain · 03/08/2023 12:19

Shy or quieter people should not be forced to endure till checkout smalltalk, just because some extrovert thinks it is "good for them"

  1. Checkout smalltalk isn't compulsory. They don't hang on to your shopping and refuse to scan it until you've told them about your holiday and your last visit to the hairdresser. So there's nothing to 'endure' if you don't want to.
  2. I'm an introvert. I live alone and I like a bit of a chat, it cheers the day up. And like I said upthread, during covid shopping was my only human interaction.

Fair enough but some introverts don't require small talk to feel happy. For some of us being left completely alone makes us happy.

ZeldaWillTellYourFortune · 03/08/2023 12:23

I love them. I'm faster than the average till worker and do a better job of packing my bags.

lilacsinbloom · 03/08/2023 12:23

Fair enough but some introverts don't require small talk to feel happy. For some of us being left completely alone makes us happy.

Yes. This is apparently very hard for some to understand.

Iloveanicegarden · 03/08/2023 12:37

I hate shopping. Always have done. Can't be arsed looking through rails of clothes that would make me look like a sack of spuds. Can't be doing with innane chat. On line couldn't come soon enough for me. The reason why High streets are dying is not the lack of shops per se but the type of shops. High rates have contributed, cos independents find it hard to meet costs. Having said that some towns are thriving - but there are usually no chains to be seen.

MrsDanversGlidesAgain · 03/08/2023 12:51

lilacsinbloom · 03/08/2023 12:23

Fair enough but some introverts don't require small talk to feel happy. For some of us being left completely alone makes us happy.

Yes. This is apparently very hard for some to understand.

Seems very hard for people to understand that introverts aren't one homogenous lump who all want the same thing, either, and that anyone who doesn't mind supermarket chat must be an extrover

MrsDanversGlidesAgain · 03/08/2023 12:52

MrsDanversGlidesAgain · 03/08/2023 12:51

Seems very hard for people to understand that introverts aren't one homogenous lump who all want the same thing, either, and that anyone who doesn't mind supermarket chat must be an extrover

Show quote history

Extrovert, not extrover

I forgot. I'm on MN where you don't open the front door or have visitors except by appointment.

CloudyMcCloud · 03/08/2023 12:55

MrsDanversGlidesAgain · 03/08/2023 12:19

Shy or quieter people should not be forced to endure till checkout smalltalk, just because some extrovert thinks it is "good for them"

  1. Checkout smalltalk isn't compulsory. They don't hang on to your shopping and refuse to scan it until you've told them about your holiday and your last visit to the hairdresser. So there's nothing to 'endure' if you don't want to.
  2. I'm an introvert. I live alone and I like a bit of a chat, it cheers the day up. And like I said upthread, during covid shopping was my only human interaction.

That’s fine, I often bump into people I know just walking so I don’t need it in the shops. But no bad thing if others are different

I much prefer self scan, it’s quiet and easy. It also means tills are quieter for those who want to use them and chat. Provision of both is good imo

SequentialAnalyst · 03/08/2023 13:09

EvenlyDetermined · 03/08/2023 07:12

I've gone back to using the manned tills in Sainsburys for my main weekly shop and found to my surprise that it's quicker than scan as you shop or self scan even though I'm a tech-confident person and don't have difficulties with either. You save so much time as you go round if you just put everything in your trolley instead of having to scan it and then put it in your bag. Then you can sort your things onto the conveyor belt and pack your bags much more efficiently than doing it as you go round or self-scanning. Plus you get a bit of human interaction. The self scan tills are much quieter now so I think others are voting with their feet too, especially since they introduced the thing of having to scan your receipt to get out of the exit barriers, makes you feel very untrusted.

Basically, the supermarkets are still making you pay, but with your time.

Anyone done the maths?

I do self-scan if I only have a few items - but it is never straight forward, and I spend much time rotating packages to find the bar code.

Brefugee · 03/08/2023 13:19

Kazzyhoward · 03/08/2023 07:45

No, it was grumpy staff, ignoring customers, talking to eachother instead of serving, checking their phones, refusing to honour customer legal rights, etc., that "killed" the shopping experience!

What legal rights?

SirSidneyRuffDiamond · 03/08/2023 13:26

I scan as I shop in supermarkets and it saves my time and my back as I only have to load and unload once. It is way faster for me than queuing at the checkouts. I also prefer self service in shops as long as the machines work efficiently- unlike my local Coop that seems to need manual override every 2nd item.

VegetablesFightingToReclaimTheAubergieneEmoji · 03/08/2023 13:58

SequentialAnalyst · 03/08/2023 13:09

Basically, the supermarkets are still making you pay, but with your time.

Anyone done the maths?

I do self-scan if I only have a few items - but it is never straight forward, and I spend much time rotating packages to find the bar code.

Show quote history

I’ve spent 45 minutes more queuing this week to pay with cash rather than use the queue less card only self checkouts.

so your not wrong.

homeforme · 03/08/2023 14:03

Basically, the supermarkets are still making you pay, but with your time.

Anyone done the maths?

I do self-scan if I only have a few items - but it is never straight forward, and I spend much time rotating packages to find the bar code.

It would take more time to do the maths than it would to scan the shopping, so no.

However, most people don't select their method of shopping/checking out based in savings a few seconds in the store, surely?

Rockbird · 03/08/2023 14:15

I love self scan, I'm in and out in no time even with a bigger shop. The best one of all is M&S because you can do it on your phone and pay on your phone so you don't even need to go near the check outs.

But at least Sainsbury's and Asda have the self scan app, Tesco really need to catch up with this. Their scanners are so often out of order or all taken in my local store that the app would be super useful.

Losttheplotsometimeago · 03/08/2023 14:18

"Want a glimpse of dystopia?"

Britain is a dystopia.