The problems didn’t end with long lines and technical hiccups.
Retail theft skyrocketed. Industry studies revealed that self-checkout stations are far more vulnerable to shoplifting, whether intentional or accidental. An item not scanned properly, a barcode covered by a finger, or even a simple oversight could mean lost revenue. For a retail giant like Walmart, those “small mistakes” added up to billions in losses every year.
The Human Connection Shoppers Missed
For many people, shopping isn’t just about buying things. It’s about human interaction.
Older customers especially often mention the small but meaningful moments of connection:
- A cashier asking about your day.
- A smile while scanning your groceries.
- A quick chat about the weather or weekend plans.
These tiny exchanges create a sense of community that machines can never replicate. Without them, Walmart stores began to feel colder, more impersonal—like warehouses instead of neighborhood hubs.
It became clear that while some shoppers appreciated speed and independence, many others felt alienated by the loss of human touch.
