‘It’s Going to Be a Mess’: Walmart Quietly Reverses Major Decision

Walmart is starting to pull back on one of its most prominent retail experiments: self-checkout. In recent weeks, customers across multiple locations have noticed self-service lanes being removed or blocked off, often without warning. At some stores in Missouri, New Mexico, and Ohio, signs have appeared stating that only traditional checkout lanes will remain open going forward. The move has sparked a wave of customer reactions—some confused, some frustrated, and others relieved.

The changes follow years of investment in self-checkout technology across Walmart’s nearly 5,000 U.S. stores. But now, the company seems to be reversing course. Walmart hasn’t announced a company-wide policy change, but the quiet rollout in select markets suggests a testing phase or possibly a broader shift in strategy. In a CBS News report, retail experts speculated that Walmart could be gauging customer behavior and operational benefits before making more widespread changes.

Shopper reactions have been mixed. A report from The U.S. Sun included comments from regular Walmart customers who were caught off guard by the sudden switch. “It’s going to be a mess,” one shopper warned after encountering long lines and no open self-checkout lanes. Others noted that the lack of clear communication added to the confusion. For some, self-checkout offered speed and convenience, especially when buying only a few items. Now, they’re adjusting to a slower, more traditional checkout experience with little clarity on whether this change is temporary or permanent.

Why Walmart Made the Change

Walmart spokesperson Brian Little told Final POS that the company is removing self-checkout stations in certain stores, including those in Missouri, Ohio, and New Mexico. The goal, he said, is to improve the customer experience by offering more face-to-face service and reducing losses from theft. Research cited in Final POS suggests losses at self-checkout are five times higher than at traditional registers, largely due to skipped scans or accidental errors.

Retail analyst Neil Saunders pointed to intentional theft as a big reason behind the reversal. In some cases, customers have openly admitted to stealing during self-checkout. A CBS Boston report cited a survey where 15% of shoppers admitted to taking items without scanning, and 44% said they’d do it again.

There’s also the labor angle. While self-checkout was initially rolled out to help during staffing shortages, particularly during the pandemic, Walmart now sees value in bringing employees back to the front lines. Some shoppers even welcomed the return of human interaction, saying it made the checkout experience feel more personal and less like unpaid labor.

What This Means for Shoppers

This shift affects more than just the speed of checkout. For many customers, self-checkout has become part of their regular shopping routine, especially for those buying only a few items. Walmart isn’t eliminating self-checkout everywhere, but the rollback in select locations has left some customers caught off guard.

One shopper cited in The U.S. Sun they had to wait in line longer than usual and couldn’t find a working self-checkout lane. The signage offered little context. Others complained on social media that the change was abrupt and lacked transparency.

Walmart says the move is part of a broader effort to personalize the shopping experience. By bringing back more staffed lanes, the company hopes to reduce errors and improve customer service. But for younger shoppers, especially those who prefer a quick and no-frills checkout, this might feel like a regression. Many have grown used to scanning and bagging their own items in minutes and may find the new setup inconvenient.

The Bigger Retail Picture

Walmart isn’t the only major retailer reconsidering its self-checkout strategy. Companies like Target, Dollar General, and Safeway are also adjusting their approaches. Target has introduced item limits, capping self-checkout to ten items or fewer, while Dollar General is removing the technology from roughly 12,000 locations. Safeway, on the other hand, is experimenting with gate systems that require customers to scan receipts before leaving, a response to growing theft concerns.

This industry-wide reevaluation comes after years of rapid self-checkout expansion, especially during the pandemic when it offered a contactless solution to labor shortages and public health concerns. But newer data suggests customer satisfaction hasn’t kept up. Many users complain about glitchy machines, limited staff assistance, and a growing sense that they’re doing more work with little reward. While self-checkout still accounts for 44% of all grocery store transactions, according to the Food Industry Association, that growth may be leveling off.

Retail analysts like Claire Tassin of Morning Consult believe the future lies in balance. In a Final POS interview, she noted that combining human support with tech, such as mobile scanning, smart carts, or “concierge” staff at kiosks, may offer a more effective hybrid model. For now, Walmart’s reversal signals that full automation may not be the catch-all solution retailers once hoped for. Instead, the focus is shifting back to service, security, and overall customer experience.

The Rise in Self-Checkout Theft is Hard to Ignore

New data suggests Walmart’s move may be part of a much larger trend. According to a recent LendingTree survey, 27% of Americans admit to intentionally taking at least one item while using self-checkout, nearly double the number reported just two years earlier. Even more striking, more than half of those who admitted to stealing said they would consider doing it again.

The motivations are also shifting. Nearly half of respondents cited unaffordable essentials and rising prices as the main reason for skipping scans. Instead of luxury items, many admitted to taking food, water, and healthcare products—everyday staples rather than high-end electronics. That reality complicates the narrative, suggesting that rising costs and financial pressure may be playing a role in the increase.

There’s also the issue of accidental theft. A significant share of shoppers say they have walked out with an item they didn’t realize hadn’t been scanned. Whether it’s a missed barcode or a frozen payment screen, those mistakes can blur the line between intentional theft and honest error. For retailers, however, the financial impact remains the same.

Legal Risks are Becoming More Real for Shoppers

As theft numbers rise, so do enforcement efforts. Many major retailers now monitor self-checkout lanes with enhanced surveillance, including AI-assisted cameras and more frequent employee oversight. Some customers who believed they made an innocent mistake have reported being stopped, questioned, or even formally accused of shoplifting.

Legal experts warn that stores don’t always distinguish between intentional and accidental errors. In some cases, even a missed scan on a low-cost item can escalate into a trespassing notice or police involvement. Once law enforcement is called, the situation can move beyond store policy and into the hands of prosecutors.

That risk may be another factor driving retailers like Walmart to rethink their approach. Reducing self-checkout lanes not only addresses shrinkage but may also limit awkward confrontations between staff and customers over scanning errors. For shoppers, the shift could mean fewer chances of misunderstanding but also fewer opportunities for quick exits.

States are Stepping In With New Restrictions

Retailers aren’t the only ones taking action. Lawmakers in several states are now considering restrictions on self-checkout systems. In Massachusetts, proposed legislation would limit the number of self-service kiosks operating at one time. Other states, including California and Rhode Island, are debating staffing requirements to ensure that traditional lanes remain available.

Some cities have already implemented item limits or mandated employee oversight for every few kiosks. Supporters argue that slowing down the expansion of self-checkout could reduce theft and make shopping easier for older customers who struggle with the technology.

These proposals reflect a broader concern: that the rapid push toward automation may have outpaced its safeguards. While self-checkout was once seen as a symbol of retail innovation, policymakers now appear to be weighing whether tighter rules are needed to protect both businesses and consumers.

Is the Future a Hybrid Model?

Despite the rollback, few experts believe self-checkout will disappear entirely. Surveys show that more than half of shoppers still prefer it for speed and convenience. Younger customers in particular are accustomed to scanning their own items and completing transactions without assistance.

Instead of eliminating the technology, many analysts predict retailers will refine it. That could mean more staffed oversight, improved weight sensors, AI monitoring systems, or even app-based scanning that allows customers to check out directly from their phones. Some stores are already testing hybrid systems that blend digital convenience with visible employee support.

Walmart’s quiet reversal may not signal the end of self-checkout, but it does highlight a turning point. After years of rapid automation, retailers are being forced to recalibrate. The next phase of checkout likely won’t be fully human or fully automated, but something in between, an approach designed to balance speed, security, and service in a way that works for both shoppers and stores.