Self-checkout lanes, once a relatively simple transaction between shopper and machine, are evolving, and nowhere is this more apparent than at Costco. While many retailers task a single employee with passively monitoring for issues, shoppers at some Costco locations report a far more involved process.
Based on discussions among members online, particularly on platforms like Reddit, the experience at Costco’s self-checkout appears inconsistent from store to store. Some shoppers say they must use only the tabletop scanner, requiring employee help for larger items. Others report having access to handheld scanners, allowing them to scan items in their cart independently.
Adding to the varied experiences, several self-checkout users recounted instances where workers took over completely, ringing up everything in their cart with a handheld scanner. This approach, while seemingly efficient, has garnered mixed reactions from the community.
One shopper on Reddit described such an experience as a “Grade A experience.” They elaborated, “Someone ushered me to a register, took my membership card, scanned it (and the credit card, my method of payment), and then used the gun to scan everything in my cart. Didn’t have to take anything out, and he handed me my receipt. Took less than a minute.”
However, this employee-assisted model doesn’t sit well with everyone. Another user reported an employee taking the handheld scanner from them mid-transaction, creating a sense of frustration. The inconsistency across locations has led shoppers to compare Costco’s procedures unfavorably to those at competing retailers.
Some shoppers voiced a desire for more trust and autonomy, specifically wishing they had consistent access to handheld scanners themselves. One user noted, “I have always wished we the customers had access to the hand scanners, but I was always told that Costco Corporate wants customers to use the table scanner and the employees to use the hand scanners.” This user also jokingly compared their need for a handheld scanner to needing to go to a different store, saying, “If I want to use the hand scanner I have to take my food to Home Depot.”
Costco’s journey with self-checkout isn’t new; the warehouse club actually removed self-checkout lanes after a previous effort in 2013. They reintroduced them to select locations in 2019 and have continued to expand the offering to additional stores since then.
A point of contention in online discussions is the absence of express lanes and the lack of a stated limit on the number of items customers can bring through self-checkout. Although the Costco website notes that members average 16 items per trip, the unlimited item count at self-checkout can lead to issues.
One Reddit user pointed out that excessive weight in the bagging area can cause the system to halt, consequently slowing down the entire lane for everyone waiting. Additionally, items that are precariously balanced in the designated bagging area can easily topple over, potentially requiring cleanup and further delaying the process.
The potential for delays combined with the lack of limits has led some users to suggest an unspoken rule regarding item count. One user on Reddit described going to self-checkout with around 20 items, only for the employee to scan everything and remark that 20 items was “really too many.” The original poster then asked the community if this was an “unspoken rule.”
The question generated considerable debate among members. Some users feel that self-checkout should inherently function as an express lane for smaller purchases. Others argue that if a policy exists regarding item limits, it should be clearly posted for shoppers to see.
While the Costco website’s FAQ does not explicitly state an item limit for self-checkout, it does group these lanes with “express lanes,” which some interpret as suggesting they are intended for quicker, lower-volume purchases. Reports from some individual stores indicate signage suggesting a 15-item limit, but this appears to be implemented at the discretion of each location rather than being a company-wide rule.
Beyond practical considerations like space and speed, imposing item limits at self-checkout is also seen as a loss prevention strategy. Costco employees have reportedly stated that the self-checkout lanes are where the majority of thefts occur. Fewer items processed per transaction at these kiosks could mean fewer opportunities for high-value products to go unpaid.
Another significant aspect of the self-checkout experience drawing attention online is the increasing scrutiny over membership status. Historically, some non-members have attempted to shop at Costco by using a friend’s or family member’s membership card, particularly at the self-checkout, where employee checks might have been less stringent.
Costco has recently addressed this issue. Starting September 1, 2024, the company announced plans to require members to scan their membership card at the entrance. Furthermore, employees at self-checkout may ask to verify that the photo on the membership card matches the person using it. If a card lacks a photo, shoppers might be asked to present another form of photo ID to confirm their identity.
Costco explained its rationale for this crackdown, stating that its “membership fees help offset our operational expenses, making our membership fee and structure important to us.” The company added, “We don’t feel it’s right that non-members receive the same benefits and pricing as our members.” This reinforces that Costco’s membership policy has not fundamentally changed; the company has “always asked for membership cards at our registers at time of checkout,” but the enforcement methods are being reinforced.
Membership fees are crucial to Costco’s business model, reportedly accounting for a significant portion of its profits. In one quarter of 2024, membership fees generated $1.1 billion in revenue. This revenue stream is essential for allowing the warehouse chain to keep prices low for paying members, even on popular items that are sold at a loss, like the food court hot dog and soda combo or rotisserie chickens.
Members who share their cards with non-members risk consequences, as outlined in the company’s membership privileges and conditions. Violating these terms, such as sharing a membership, can result in the membership being terminated by Costco at any time and for any reason. This means attempting to help a friend bypass the membership fee at self-checkout could potentially lead to a “lifetime ban.”
While some shoppers understand and support the membership verification efforts – with one user stating, “Costco’s whole business model is based on membership income… Anyone who pays for a membership should be happy that their membership is verified” – others feel the increased employee involvement at self-checkout defeats its original purpose. As one user put it, “I do self-checkout to interact with the staff less, but I end up interacting with them more and more awkwardly.” Another user lamented that at their local Costco, the self-checkout is manned by employees, leading them to conclude, “so it’s not actually self-checkout. Very weird.”
Perhaps one of the most unique and widely discussed complaints about Costco’s self-checkout machines centers on the automated voice. Specifically, many members find the pronunciation of the company name jarring and irritating. One Reddit user sparked significant agreement by asking, “Am I the only one who absolutely despises the way the self-checkout says ‘COST CO’?
This seemingly minor linguistic quirk resonates deeply with many shoppers. Responses ranged from amusement to genuine annoyance. One user and their wife make a ritual of repeating the pronunciation on their way out, finding humor in it. Another humorously captured the experience, writing, “To me, it’s more like COST……………… [checking to make sure I still have receipt to get out] ….CO.” Another user playfully responds to the machine, saying, “I always respond ‘You’re Welcome for shopping at Cost Co.’
Even Costco employees share this particular grievance. One worker commented online, saying, “Employees hate it too.” They added, “We hear it our whole shift. We hear it in our dreams. We’ll hear it in the afterlife, it’ll be on our tombstone.” This employee also offered a blunt assessment of the system itself, adding, “Our self-checkout machines aren’t actually good at self-checkout.
Beyond the infamous pronunciation of “Costco,” other complaints about the voice include the slow, drawn-out announcement of prices, such as “$19………99,” and the overall volume. Users have noted that the voice can be excessively loud, particularly when announcing less-than-ideal outcomes. As one user pointed out, “The best is when someone’s card gets declined and it says just as loudly ‘CARD NOT ACCEPTED.'” Another user asked, “Why does it always have to f***** scream at me when I walk past it?
The removal of handheld scanners for customer use at many locations is another major point of dissatisfaction for self-checkout users. This change was reportedly implemented to deter theft, as some shoppers were caught failing to scan all their items.
Shoppers who preferred the handheld scanners express frustration at having to rely on limited employee assistance for scanning bulky items. One customer lamented, “I just wish they let us have the handheld scanners back. I could bang out a cart in 30 seconds.” They added, “But now, because there’s just one employee helping eight self-checkouts, I either have to wait five minutes to flag them down to scan my dog food, or I have to lift it out of the cart, and then have the machine yell at me to not put it on the scale.” Another customer agreed that the removal was “annoying” for the same reasons.
Given these numerous pain points – the inconsistent procedures, the lack of item limits causing slowdowns, the increased membership scrutiny, the infamous voice, and the removal of handheld scanners – it’s clear the Costco self-checkout experience is a complex and sometimes frustrating one for members. While intended to improve efficiency, the implementation and enforcement methods have generated significant online discussion and division.
Navigating the Costco self-checkout requires adaptability and patience. For the smoothest experience, based on member feedback, consider using these lanes for smaller purchases, having your membership and payment ready, understanding you might not have access to a handheld scanner, and being prepared to show your receipt upon exit. Or perhaps, just brace yourself for that distinctive “COST CO” farewell, knowing you’re not alone in the experience – even the employees feel it.
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