SAM’S Club has come under fire for a recent checkout change at one of its stores.
An angry shopper at one of the retailer’s Virginia stores took to social media to complain about the change at the instore cafe.
“In the Newport News, VA store and they don’t run a register at the cafe anymore.
“Scan and go or walk back to self checkout, ” wrote Ben Phillips (@brppreacher) on X.
The disgruntled customer then went on to explain: “People are confused. No one knows what to do.
“It was an older gentleman with a cane that wasn’t moving well as it is.
“Stop these customer hostile behaviors.”
There’s been no public reply so far from the retail giant to the accusation of customer hostility.
The location, on Jefferson Avenue, is one of 15 Sam’s Clubs in the state.
TECH TROUBLE
It’s not the first time Sam’s Club has been blasted by customers for changes in its stores.
Last summer’s introduction of machines that scan shoppers’ carts as they leave the premises has been greeted with dismay by some.
People pay either at checkout or use Scan and Go on the Sam’s Club app.
They then exit the store through arches that use artificial intelligence to scan their purchases.
The idea is to move away from the usual receipt checks that can cause delays, with the high-tech AI fixtures designed to shorten queues and speed up exit from the store.
Posting on X after the introduction last year, one shopper said:
“This was started about [two weeks] ago at the Sam’s Club near us & they are using staff to verify what the scanners check.
Sam's Club membership tiers
Sam's Club offers two levels of membership plans.
Club membership – $50 annually
Members-only fuel savings Free curbside pickup on orders of $50 or more Scan and Go shopping Low members-only prices Extra membership card for another member of your household Add up to eight Club members for a reduced price of $45 eachPlus membership – $110 annually
Club membership perks included Early shopping at some locations Free delivery on orders of $50 or more Free curbside pickup Add up to 16 Club members for a reduced price of $45 each Pharmacy and optical savings 2% Sam’s Cash back Early shopping at some locations Early access to tire and battery center services 50% off installation of four tires“Our order showed [four] items [that] weren’t in my cart & the monitor told us it gets a lot of false reads.
“They don’t like stacked items in carts.”
However the retailer will continue to implement new technology in its stores.
Speaking last December, Sam’s Club CEO Chris Nicholas said: “AI is everywhere. We’ve been working on AI for a long time.
“AI is becoming rooted in everything that we’re doing, but we’re doing it in a way that’s human, and I think that’s a really important nuance for us,” he said.
“We’ve been investing really hard, whether it’s leveraging the Walmart platforms or e-commerce and supply chain to building these new technologies that people are engaging with in unprecedented ways.”
Meanwhile, one frustrated customer had to collect her online order in store rather than from curbside pickup.
“People had been waiting 90 minutes for curbside, and there was a line inside,” she said.
“Chaotic is a nice way to describe it. “
Another shopper ended up driving to the store two days running and waiting more than an hour to collect her curbside order.
“Order pickup needs to get it together, ” she posted on X.
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