Sam's Club has started implementing a new system in more than 600 stores across the United States. The main innovation is the elimination of traditional cash registers, replacing them with a mobile payment system. Through the store's official app, customers now have to scan products while they shop.
This system, called "scan-and-go" or "scan and done," aims to make the shopping process faster. Once the products are scanned, users complete the transaction directly from the application and go through a scanner when leaving. The artificial intelligence technology used compares the products with the digital receipt to ensure that everything has been paid for correctly.
Sam's Club customers' complaints don't take long to appear
However, not all customers have welcomed this new approach. Sharon Herrera, one of Sam's Club's shoppers, openly expressed her frustration. Through social media, she commented that if this policy continues, she would stop shopping at the supermarket. "You'll lose our business before I use MY phone as one of YOUR registers!" she exclaimed, calling the measure "ridiculous."
The criticism doesn't stop there. Other users have also voiced their discontent, pointing out that this change forces customers to perform tasks that previously belonged to employees, such as scanning and paying for products. "We're already doing an employee's job for free if we use self-checkout! Enough already!" another customer stated, agreeing with Herrera's stance.
What is Sam's Club seeking with this change?
Despite the controversy, Sam's Club defends its initiative as a step toward a more efficient and customer-focused store model. The company assures that this change is part of a broader approach to offer a faster and smoother experience for members.
Sam's Club is also carrying out a thorough renovation of its stores, with a new design that can already be seen at its location in Grapevine, Texas. This store features a "dance floor" instead of registers. In addition, it offers an omnichannel experience where customers can interact with products, receive their purchases at home, and use the Scan & Go app.
Sam's Club has ambitious plans for the future. According to Chris Nicholas, the company's CEO, they are investing in improving the shopping experience, doubling the number of members, and increasing their sales and profits over the next ten years. However, the acceptance of these changes remains uncertain, especially as other competitors like Costco and Walmart are also moving forward with their own transformations in the sector.