Major retailers like Walmart and Dollar General are significantly scaling back their self-checkout systems, citing rising theft and concerns over operational efficiency.
Walmart has begun eliminating self-checkout machines in favor of traditional cashier lanes. In 2024, Dollar General removed these machines from 12,000 stores. Meanwhile, Sam’s Club is shifting towards AI-powered “scan and go” technology, indicating a broader trend away from unattended checkout options. This change reflects a growing concern among retailers about the effectiveness of automation in enhancing customer service.
The numbers tell a compelling story. A LendingTree survey from December 2025 found that 69% of self-checkout users believe these systems make stealing easier. Alarmingly, 27% admitted to intentionally not scanning items, while 36% said they accidentally left without scanning something. Of those who made mistakes, 61% confessed they kept the items. These statistics underscore the challenges retailers face with self-service technology.
Amanda Farías, a member of the New York City Council, highlighted the consequences of removing workers from these spaces: “We’ve seen the consequences… increased retail theft, less oversight, fewer protections for both workers and customers.” In response to such concerns, legislators in multiple states are considering laws that would require a balance between self-checkout stations and employee-operated lanes.
The shift away from self-checkouts isn’t merely about theft; it’s also about improving the checkout experience. Neil Saunders notes that forcing more customers to use manned checkouts can resolve many issues while saving retailers money. Walmart’s spokesperson emphasized that their changes are guided by feedback from associates and customers: “These changes are guided by feedback… local shopping patterns… needs of the business in each community.”
Costco is taking a different approach—experimenting with hybrid systems rather than fully eliminating self-checkouts. This strategy may provide a middle ground that addresses both efficiency and security.
The future of self-checkouts seems uncertain as major players adjust their strategies. With rising retail theft driving decisions, experts suggest that bringing back staffed lanes could significantly reduce crime and improve accuracy at checkout.