Sam’s Club, the warehouse chain owned by Walmart, has issued a statement addressed to its millions of members in the United States. All this comes after announcing an ambitious plan to modernize its stores, which has caused concern and controversy among many shoppers. Undoubtedly, this is news that many did not expect and that will change the course of the American company.
The company has confirmed that it will carry out a complete renovation of its warehouses, aiming to adapt to new market demands. Among the most notable measures is the widespread implementation of Scan and Go technology. This way, customers will be able to scan and pay for products from their mobile phones.
Doubts have not taken long to arise
Although the company assures that this modernization will improve the shopping experience and speed up the process, many members have expressed their concern. The possibility that traditional checkouts could be eliminated has caused fear among those who prefer or need to pay in cash. "I pay in cash," wrote a customer identified as Mark on Facebook.
"Will there still be cashiers available?" In response to this concern, a Sam’s Club spokesperson replied: "Thank you for contacting us, yes, there will be a checkout where you can pay in cash." However, not all consumers have felt reassured by this answer.
Some users have even threatened not to renew their membership. "I will no longer be a member, since they're taking away jobs and forcing the customer to do all the work," posted an angry customer. Likewise, several users supported this position and claimed to have canceled their memberships in protest.
Others warned that these kinds of changes could disproportionately affect certain groups. For example, older people who do not feel comfortable using mobile technology or customers without access to smartphones. "Eliminating all forms of payment except Scan and Go is terrible customer service," they claim.
"There are many older adults who don't have technological skills or smartphones," commented another user. Some parents also expressed their frustration, stating that carrying out the scanning and payment process from a mobile phone is a stressful task. "I'd rather wait in a long line than have to worry about scanning while my kids run around or fight over using the phone," explained a mother.
The company's response in the United States
In response to these concerns, Sam’s Club has emphasized that they do not plan to completely eliminate traditional checkouts, although they will prioritize the use of the app for shopping. This transformation is part of the stores of the future concept, like the model already implemented in Grapevine, Texas. There, customers can interact with screens and scan QR codes to see exclusive offers.
In addition, new security measures include scanning arches that verify items in carts before leaving the establishment. Meanwhile, Sam’s Club is betting on the future, but the company will have to balance innovation with the needs of a diverse clientele that demands options and accessibility. The future has already arrived, but not for everyone.