Was in Costco today and the self-checkout is just a cluster. Probably 20 people waiting in a line backing up an aisle.

They did have 3 checkers open and frankly, that's the easier way to go because even at self, you have to take everything out of the cart and place it on a holding shelf, and that's an incredible hassle with bulky items.

The checkout lanes also move much faster.

I loathe lines at check out, will make me find an alternative, or at least go at a less busy time. I dont understand why so many businesses are slow at taking our money. They should be doing all they can to make sure they are getting your money as fast as possible. The scan and go at Sams makes this process so much better.

^

And this was a Tuesday afternoon after school started and before the holidays, about as slow as it gets.

And I agree, If a business doesn't make it easy for me to spend my money, I'm going to pursue one of the ample other options. It's insulting to the customer to have long check-out lines, especially in non-busy times. They simply aren't employing enough people.

I loathe lines at check out, will make me find an alternative, or at least go at a less busy time. I dont understand why so many businesses are slow at taking our money. They should be doing all they can to make sure they are getting your money as fast as possible. The scan and go at Sams makes this process so much better.

Aldi before they installed self check outs was amazing. Bar codes on every corner of their products and super fast checkers. Now, at least at the one we shop at, they have put in 8 or so self check-outs, usually have one normal check out lane with a person who is pulling double duty stocking. While the lines aren't long, it is certainly less efficient, and I have noticed their products have scaled back on the generously placed barcodes, slowing down the process.

As for Costco, not sure why they took away the hand scanner at the self checkout. If you were going in and buying toilet paper, paper towels, and bottled water, the hand scanner made it easy to go to the self check out with three large items, versus waiting in a normal checkout with someone who has a months worth of groceries. I don't buy the argument of loss prevention and people purposely not scanning items when your receipt is checked anyways when walking out.

As Pete mentioned, places not respecting your time, especially when checking out, are a big factor in not wanting to return, or at least not often, when Kroger and Amazon will literally hand deliver any item to your door for a small fee.

As for Costco, not sure why they took away the hand scanner at the self checkout. If you were going in and buying toilet paper, paper towels, and bottled water, the hand scanner made it easy to go to the self check out with three large items, versus waiting in a normal checkout with someone who has a months worth of groceries. I don't buy the argument of loss prevention and people purposely not scanning items when your receipt is checked anyways when walking out.



The assistant manager told me they did a study and taking away the hand scanners results in more efficiency. Out of respect for this forum, I won't say what I really feel about that statement.

As for Costco, not sure why they took away the hand scanner at the self checkout.




The assistant manager told me they did a study and taking away the hand scanners results in more efficiency. Out of respect for this forum, I won't say what I really feel about that statement.


they took away the hand scanners because they were resulting in massive theft losses ... (that is from the store manager )

they took away the hand scanners because they were resulting in massive theft losses ... (that is from the store manager )

Then what is the point of having the person at the door. Their system is so flawed.

Then what is the point of having the person at the door. Their system is so flawed.

For years, I heard so many positive things about Costco. It was up there with Chic-Fil-A, In-N-Out, Trader Joes, etc... as a place that was consistently a positive experience. That has been the case with Costco since they opened here, but my opinion of them is really starting to fall. One of the reasons we left SAMS was because the Wal-Mart checkout experience was pervasive there and it's one of the major reasons we don't go to Wal-Mart. Now, Costco's checkout experience isn't any better than SAMS. The line for self-checkout generally extends back to the aisle with bread and the lines to the manned checkouts extend back to the front-of-store displays and sometimes beyond. The self-checkout with hand scanner was a very good experience. You didn't even need to unload your cart and it was FAST, because it wasn't a finicky PoS like most self-checkout systems.

If they were losing so much money on self-checkout then they should be saving enough now to hire more freaking checkers.

When you have long lines clogging aisles on a Tuesday afternoon in September, you are not staffing properly.

Hard to be any easier or quicker than Sam’s Scan and Go. Just scan each item with the app as you put it in the cart, total it when you are done and head for the exit. The employee at the exit has just waved me through every time.

If they were losing so much money on self-checkout then they should be saving enough now to hire more freaking checkers.

When you have long lines clogging aisles on a Tuesday afternoon in September, you are not staffing properly.

We went today, at around 3:00 pm and there were so many people in line, both for the self checkout and manned checkout, that people couldn't even get to the front of the store because the aisles were completely blocked. When we did the self-checkout, we had a couple of really heavy items and we literally had to flag down and call over an employee to scan them, because there weren't enough people.

Ridiculous.

I left a comment with Costco about it. I heard they take feedback really seriously so hopefully that helps.

For years, I heard so many positive things about Costco. It was up there with Chic-Fil-A, In-N-Out, Trader Joes, etc... as a place that was consistently a positive experience. That has been the case with Costco since they opened here, but my opinion of them is really starting to fall. One of the reasons we left SAMS was because the Wal-Mart checkout experience was pervasive there and it's one of the major reasons we don't go to Wal-Mart. Now, Costco's checkout experience isn't any better than SAMS. The line for self-checkout generally extends back to the aisle with bread and the lines to the manned checkouts extend back to the front-of-store displays and sometimes beyond. The self-checkout with hand scanner was a very good experience. You didn't even need to unload your cart and it was FAST, because it wasn't a finicky PoS like most self-checkout systems.

Sam's has a far superior checkout experience, with plenty of options. The self-checkouts are almost always empty when I go, and they have hand scanners at each station. The employees are always near by to help. Not to even go into Scan 'n Go.

The more I read about the Castco experience I don't think I will ever go to one. Plus the fact that I can't even go and walk around in one to see what they have before I decide if i want to spend $65 on a membership. Sams with Scan and Go serves our needs just fine.

The more I read about the Castco experience I don't think I will ever go to one. Plus the fact that I can't even go and walk around in one to see what they have before I decide if i want to spend $65 on a membership. Sams with Scan and Go serves our needs just fine.

Exactly. I have always want to go check out Costco too. However, after these comments, I am not that concerned with it for exactly what you said. Sam's is great for what I need, especially with Wal-Mart almost always next door to get smaller quantities and additional varieties of things.

I left a comment with Costco about it. I heard they take feedback really seriously so hopefully that helps.

I hope you encouraged them to visit this site and read this thread.

I had several occasions where I went to get gas and several minutes after opening time, the pumps were still padlocked. I know stuff happens but this was on multiple occasions and sometimes 10+ minutes past opening time. I e-mailed a complaint several months ago and on my weekly trips for gas, it hasn't happened again.

Exactly. I have always want to go check out Costco too. However, after these comments, I am not that concerned with it for exactly what you said. Sam's is great for what I need, especially with Wal-Mart almost always next door to get smaller quantities and additional varieties of things.

we go about 2 times a month .. and even when their is a line they move very very quickly ..

I think a lot of the blame for exceptionally busy stores has to be placed at the feet of the costco guys on tiktok (AJ, Big Justice, the Rizzler, etc.).

They have successfully romanticized the chicken bake and double chunk chocolate cookie and managed to instill massive fomo in a huge subset of costco’s addressable market.

I think a lot of the blame for exceptionally busy stores has to be placed at the feet of the costco guys on tiktok (AJ, Big Justice, the Rizzler, etc.).

They have successfully romanticized the chicken bake and double chunk chocolate cookie and managed to instill massive fomo in a huge subset of costco’s addressable market.

costco has been very busy and successful well before tiktok was a thing ..

also i would guess the average tiktok audience is substantially younger then the average costco customer

I think a lot of the blame for exceptionally busy stores has to be placed at the feet of the costco guys on tiktok (AJ, Big Justice, the Rizzler, etc.).

They have successfully romanticized the chicken bake and double chunk chocolate cookie and managed to instill massive fomo in a huge subset of costco’s addressable market.

Dont talk mess about The Rizzler.

The more I read about the Castco experience I don't think I will ever go to one. Plus the fact that I can't even go and walk around in one to see what they have before I decide if i want to spend $65 on a membership.

They let you look around before buying a membership. I just had to go to the customer service counter first.

They let you look around before buying a membership. I just had to go to the customer service counter first.

And I'll say I have the Executive membership that gives some cash back. It pays back the membership cost every year easily for our family of four going once a month.

And I'll say I have the Executive membership that gives some cash back. It pays back the membership cost every year easily for our family of four going once a month.

exactly this. for me it's just a family of 2, but i haven't actually had to pay for my costco membership since the first year. and some years, i have a nice stack of cash after the renewal

exactly this. for me it's just a family of 2, but i haven't actually had to pay for my costco membership since the first year. and some years, i have a nice stack of cash after the renewal

And if you have the executive membership and you don't end up offsetting the cost through purchases, Costco will often refund the difference.

I had this happen a couple of times without even asking.

I loathe lines at check out, will make me find an alternative, or at least go at a less busy time. I dont understand why so many businesses are slow at taking our money. They should be doing all they can to make sure they are getting your money as fast as possible. The scan and go at Sams makes this process so much better.

I say this every time I am sitting in line to get into a Six Flags parking lot. Seems like they would properly staff the points where they take our money.

they took away the hand scanners because they were resulting in massive theft losses ... (that is from the store manager )

I really don't get how the scanners made it easier to not scan things than scanning on the table. Unless it just reducing accidental skipping of items.

Noticed that OKC Costco location now requires the membership ID scan when entering. They had two associates working the entry, for some members it was quick and easy, others....well, probably an awkward conversation when trying to use a friend or family member's membership.

....oh and plenty of toilet paper.

^

Their system reveals your photo to the Costco employee so they can reduce the use of cards by non-members.

And if your card doesn't have a photo, they will likely require you to show a photo ID.


Costco makes most of its profit from memberships and like streaming services, they are cracking down on membership-sharing.

Noticed that OKC Costco location now requires the membership ID scan when entering. They had two associates working the entry, for some members it was quick and easy, others....well, probably an awkward conversation when trying to use a friend or family member's membership.

....oh and plenty of toilet paper.

Moore is also the same way now. Two people in front of me had to go get a new card as theirs didnt have a picture. I'm sure a lot of "family" memberships are about to been found out!

Moore is also the same way now. Two people in front of me had to go get a new card as theirs didnt have a picture. I'm sure a lot of "family" memberships are about to been found out!

More security at Costco than the TSA. Photo ID and card to enter the building, Another card scan just to pay for your items, A receipt lookup and confirmation at the exit. And your paying a premium just to be part of the club which is another form of security. Can they at least drop the scan needed at the register?

More security at Costco than the TSA. Photo ID and card to enter the building, Another card scan just to pay for your items, A receipt lookup and confirmation at the exit. And your paying a premium just to be part of the club which is another form of security. Can they at least drop the scan needed at the register?

They want that shrinkage at it's current .11% (around a percent and half at regular retailers) and the membership price is also just pure profit. I think I read it is something like 4.5 billion in revenue from the cost.

More security at Costco than the TSA. Photo ID and card to enter the building, Another card scan just to pay for your items, A receipt lookup and confirmation at the exit. And your paying a premium just to be part of the club which is another form of security. Can they at least drop the scan needed at the register?

The scan of your card at the register allows them to track your purchases, which makes returning items without a receipt a breeze. It also allows you to have a digital receipt in your Costco account, which also makes it easier for you to compare prices throughout the year.

Indirectly, they probably also look at what you buy to send you emails that target certain items.

Went to pick up a few things last night, it was a very easy process. If this is an issue or you don't like how they do things, don't go. People love to complain just to hear it.

Went to pick up a few things last night, it was a very easy process. If this is an issue or you don't like how they do things, don't go. People love to complain just to hear it.

Yeah, I do complain when companies invest in technology that makes the line to enter the building longer when your lines to checkout and exit the building are just as long.

That's fine. My 60 bucks will go to Sam's next year. I might as well fully embrace the self-checks out and AI.

Yeah, I do complain when companies invest in technology that makes the line to enter the building longer when your lines to checkout and exit the building are just as long.

That's fine. My 60 bucks will go to Sam's next year. I might as well fully embrace the self-checks out and AI.

Sam's Club yearly has deals for the membership at 15 or 20 bucks.

Yeah, I do complain when companies invest in technology that makes the line to enter the building longer when your lines to checkout and exit the building are just as long.

That's fine. My 60 bucks will go to Sam's next year. I might as well fully embrace the self-checks out and AI.

Costco won't miss you.

Costco won't miss you.

In the short term, No, but as we have seen, companies that invest in technology to improve point of sale and customer service have long term success.

K-Mart and Sears were once as big as Costco in the retail marketplace and didn't evolve with customer needs and did not invest into newer tech. They basically don't exist anymore.

SAM's has Walmart backing them for point of sale technology, but also has a much better website experience and offer drive-up ordering. Target's website and drive up experience is wonderful and accurate.

These type of methods are in demand for consumers, especially millennials and generation Z, that want on-demand service much more than Gen X and Boomers. Amazon has heavily invested in efficient delivery methods for these types of consumers.

Costco is going to have to evolve more, instead of holding on to hot dogs and $5 chicken to gain and adapt to younger (...and future) customer needs.

I go to Costco to buy staple items, luckily because it is in bulk, I don't have to buy them often, but I would much rather drive up and not spend an hour in the store and check out line, the store is purposely designed to waste your time. Eventually, that has to catch up to them.

Just reading this thread makes me pretty sure I will never set foot in a Costco, but I go to Sam's once a month.

In the short term, No, but as we have seen, companies that invest in technology to improve point of sale and customer service have long term success.

K-Mart and Sears were once as big as Costco in the retail marketplace and didn't evolve with customer needs and did not invest into newer tech. They basically don't exist anymore.

SAM's has Walmart backing them for point of sale technology, but also has a much better website experience and offer drive-up ordering. Target's website and drive up experience is wonderful and accurate.

These type of methods are in demand for consumers, especially millennials and generation Z, that want on-demand service much more than Gen X and Boomers. Amazon has heavily invested in efficient delivery methods for these types of consumers.

Costco is going to have to evolve more, instead of holding on to hot dogs and $5 chicken to gain and adapt to younger (...and future) customer needs.

I go to Costco to buy staple items, luckily because it is in bulk, I don't have to buy them often, but I would much rather drive up and not spend an hour in the store and check out line, the store is purposely designed to waste your time. Eventually, that has to catch up to them.

I have not seen the Sam's app, so they may have the same things but on the COSTCO app and see the multitude of services and things you can buy beyond what's in the store. As an example, their travel services are great and you can't beat their rental car park prices.

In the short term, No, but as we have seen, companies that invest in technology to improve point of sale and customer service have long term success.

K-Mart and Sears were once as big as Costco in the retail marketplace and didn't evolve with customer needs and did not invest into newer tech. They basically don't exist anymore.

SAM's has Walmart backing them for point of sale technology, but also has a much better website experience and offer drive-up ordering. Target's website and drive up experience is wonderful and accurate.

These type of methods are in demand for consumers, especially millennials and generation Z, that want on-demand service much more than Gen X and Boomers. Amazon has heavily invested in efficient delivery methods for these types of consumers.

Costco is going to have to evolve more, instead of holding on to hot dogs and $5 chicken to gain and adapt to younger (...and future) customer needs.

I go to Costco to buy staple items, luckily because it is in bulk, I don't have to buy them often, but I would much rather drive up and not spend an hour in the store and check out line, the store is purposely designed to waste your time. Eventually, that has to catch up to them.

Well it certainly hasn't caught up to them yet. When and if their sales start slipping then surely they'll make changes. But based on the amounts of people I see in there each and every time I'm in ours on Memorial -- and going by the ones in the Dallas area when I'm there -- they're not hurting for business. I take my mom to one in Plano when I go visit and it's even more jam packed than ours with every parking space full and people sharking around looking for a place to park.

Going to Costco is an adventure, I love it. Most people there love it, too. Sure standing I line usually sucks, but it doesn't bother me as much as to stop going. And I'm not the only one as evidenced by all the people always there. Even as you said about yourself, you are still a regular even though you'd rather drive up and not spend an hour in the store and check out.

I love shopping at Costco but as an older person with bad knees, I cannot stand that long but many times sitting is far worst. I cannot use one of those sitting carts. I wish some stores had a standing electric cart. Sometimes my knees hurt so bad I just in to where the card checker is and have them have an employee get the few items I need and then meet them at the check out. Other times I will shop part of the store and then try to wait in the long lines. I have to give Costco credit that there have been a few times when a manager has seen me in line and pulled me out and opened up a check out and checked me out. One of the last times i was in there and he did that he did tell me that they are working on a solution for older people and those who cannot stand long in the lines. he did not/could not tell me what it was. I would suspect that they might be going to do either curbside pick up or some kind of tech or at least a handicap line/senior check out line. Something is in the works.

COSTCO could simply stand to have a 5 items or less express lane.

at least a handicap line/senior check out line. Something is in the works.

This! And...had expectant mothers even if it is just certain hours of the day. (I don't qualify for handicap, senior or expectant mothers...just think it would be respectful and great)

I hate the membership card check at the front door, and some guy at the exit putting a marker slash on your receipt is needless, he spent zero time looking at my purchased goods and all the time making sure his slash looked cool. While a presence is needed at the exit, Sam's almost has it figured out with their imaging system. Some one telling you good bye and thanking you for your purchase would be better served then the needless slash on your receipt.

The new experience honestly makes you feel like you're being treated like a convict instead of a customer. Doing the whole card check with your picture to let you in, then the whole messed up experience at checkout with the missing hand guns, etc. It's really all pointless anyway. They are trying to get where you have to be a member to shop there. Ok fine. But with today's apps, they didn't do that at all.

All you've done is make it so i have to be with the person that's buying the stuff. Big whoop. I'll show you my card, I'll scan my card at the register. I'll pay with my card. Then when i go out to my car, they'll CashApp me over the amount and you still didn't get that person as a member. What's the whole point here?

Like someone else said, if I cancelled, they wouldn't care. I'm one person out of 80 million customers so I mean nothing to them. But their whole customer experience has gone down the toilet in the last year. Same is SOOOOOO much further along with technology and keeping the experience a positive one. And they have the same problems CostCo does. Sams just doesn't treat their customers like they're out to "get" the company at every turn.

I have not seen the Sam's app, so they may have the same things but on the COSTCO app and see the multitude of services and things you can buy beyond what's in the store. As an example, their travel services are great and you can't beat their rental car park prices.

That's nice, but that's really online services at that point.

This! And...had expectant mothers even if it is just certain hours of the day. (I don't qualify for handicap, senior or expectant mothers...just think it would be respectful and great)

Just add 1 or 2 more checkers and add the scan guns back to self checkout and you don't have to worry about the long lines being unaccommodating to people who have disabilities or physical conditions. Special hours or lines are great, but they are not solutions.