Walmart is scaling back self-checkout at select locations, signaling a broader shift away from automation as concerns about theft and customer experience continue to reshape in-store strategy. The move has already taken hold at a South Philadelphia store, where self-checkout lanes were removed in March and replaced with staffed registers.
According to The Philadelphia Inquirer, the South Christopher Columbus Boulevard location is currently the only one in Philadelphia to fully roll back self-checkout, a company spokesperson said. Instead, the store has returned to a cashier-led model, with employees handling transactions that were previously automated.
A limited number of self-checkout kiosks remain available, but only for Spark delivery drivers fulfilling online orders. The shift comes as retailers increasingly confront “shrink”—industry terminology for theft and inventory loss—much of which has been tied to self-service systems.
Company officials have framed the decision as part of a broader effort to improve in-store experiences. “These changes are guided by feedback from associates and customers, local shopping patterns, and the needs of the business in each community,” a Walmart spokesperson said, adding that the goal is to “improve the checkout experience and enable associates to provide more personalized customer service.”
The shift also comes amid broader concerns over long lines, system glitches, missed scans, and customer frustration tied to self-checkout.
The rollback reflects a wider industry trend. Chains like Dollar General, Target, and Five Below have all reduced or limited self-checkout in recent years, with some citing theft prevention.
A 2024 study from Drexel University's LeBow College of Business, which was cited in the Inquirer report, found that forcing customers to handle their own checkout can negatively affect satisfaction and loyalty—especially when service expectations are not met.
Still, the company has not eliminated self-checkout entirely. Experts note that the technology remains useful in certain contexts, particularly for shoppers making small purchases who want to avoid long lines. The decision to keep or remove kiosks often depends on factors like store traffic and average basket size.
The shift also coincides with Walmart’s broader investment in physical retail. The company has committed more than $518 million to Pennsylvania stores over the past five years and plans to remodel dozens of locations, introducing updated layouts, faster checkout systems, and expanded services like same-day delivery and free pharmacy drop-offs for Walmart+ members.
