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Why I hate supermarket self-service checkouts

Waiting at a self-service checkout

Self-service checkouts – they seem to be on an unstoppable rise in supermarkets, banks and other stores. I hate them – am I just a Luddite trying to hold back the tide of progress?

When my mum worked in a grocery shop in the 70s and 80s, the thing she loved most was chatting to the customers – usually prising their life story out of them as she weighed their apples or counted out their change.

One thing I’m pretty sure she never said to them is: ‘unexpected item in the bagging area’!

Why I hate self-service checkouts

I know people who love self-service checkouts, but I’m not one of them. I’m baffled when friends protest that they are quick and easy to use. Whenever I’m in my local supermarket, people are always having to summon help because the machine won’t take their money or their item won’t scan.

And we found that frustration with the machines has led to a third of British shoppers swearing at them.

I personally can’t see how the checkouts save any time at all. And doesn’t it seem odd the idea of having to scan and pack your own food? It’s like going to a restaurant and being invited to cook your own meal (I know there are a few of them around, too!)

It seems that shopping has become less and less personal over the years. From grocery stores to supermarkets, to shopping on the internet and now the expansion of self-service tills, it seems we spend less and less time talking to someone face to face.

That’s why I was so pleased to read that Morrisons is to bring back manned express tills in all its stores.

More personal service

I’m not suggesting that supermarkets should station an equivalent of my mum at every express till in a supermarket – you’d have an interesting time but a long wait to be served! But there must be a happy middle ground between the life story and the self-service checkout.

I was nicely surprised at the weekend when I went to pay for a book, when the woman behind the counter asked if I had read this other book as well, which was similar. For all I know this might have been part of the loathsome new company edict to ‘engage with the public’, but if so it worked. For a few seconds, I felt better about the shop.

Contrast this with my experience in another shop, where customers were urged to use the self-service tills by an assistant who then watched over them while the customer did all the work themselves.

It’s all so different to grocery shopping in America where I was practically told off for attempting to pack my own shopping.

The only good thing about the self-service checkout is that at least they don’t try to sell you half price chocolate or other things you don’t want – well, not yet anyway?

Do you like the convenience of the self-service checkout or would you rather be served by a human being?

Which of these problems do you find using self-service checkouts?

You have to ask for help (24%, 1,048 Votes)

There's always an unexpected item in the bagging area (24%, 1,048 Votes)

Customer does all the work (19%, 836 Votes)

They don't scan items properly (14%, 612 Votes)

You can't use your own bags (9%, 395 Votes)

I don't have any problems. I find them quick and convenient to use (6%, 264 Votes)

Other - tell us in the comments (5%, 222 Votes)

Total Voters: 1,775

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HI Folks, new here:

Thought I’d add a new dimension to this debate.

From 5th October England will join NI, Scotland and Wales in making compulsory charges for the supply of carrier bags in large retail stores. Unlike Scotland and Wales the English situation will be complex and perplexing – only applying to stores with more than 250 employees: https://www.gov.uk/guidance/carrier-bag-charges-retailers-responsibilities

That whole issue is worthy of a new discussion, however vis-a-vis self checkouts it’s unclear yet how supermarkets will manage the usage of carrier bags through self-checkout tills.

Will the user have to declare the number of bags used on an honesty basis – or will the self checkout supervisor have to monitor the usage and input a number?

And will the methodology be consistent from store chain to store chain?

Watch this space……



There was a brief discussion of the new bag levy in England in a Conversation entitled “Your view: is your supermarket gripe in the top three?” [11/03/15], and it came up again in another one recently that I now cannot find but it has not been addressed comprehensively and would benefit from a separate Conversation.

As well as the problem you mention about charging for bags at the self-service tills and the self-scan systems. Sainsbury’s have announced [and informed their on-line customers] that they will charge 40p per delivery for the use of bags unless customers opt not to have their shopping in bags. I don’t recall that they have said how goods will be presented in the absence of bags – will they be loose in the totes which will have to be emptied immediately, or will cardboard boxes be used, and what about frozen foodstuffs which are more safely and comfortably handled in bags?

The 40p charge for home deliveries in bags is presumably on the basis that eight bags is the average number used. I have not seen how other supermarkets are dealing with this.

After the stores with over 250 employees [across all branches] have raked in 5p per single-use bag, what happens next? Does it go to the government? How is the levy accounted for and how will we know that the revenue is being correctly allocated? Is there a specification for a ‘single-use carrier bag’? This does seem to be creeping up on us [eighteen shopping days to go] without much information available.

I am generally supportive of this measure and don’t see the need for a fuss about it since it has been in place in the other parts of the UK for some time now and generally seen as a benefit in many different ways, but it will probably give rise to some interesting dialogue at the checkout.


Written into the legislation is the requirement that any profit raised from bag sales – must be given to a charity of the stores choosing.

So, note, any store suggesting their donation of bag sale profit to charity is some kind of voluntary benevolent act on their part is misrepresenting the bag charge legislation requirement. Passing the bag charge profit on to charity is not optional!

So you could just pay up for as many bags as required and justify the act as doing your daily charitable act….. The store is not going to profit from your paying their bag charge. It’s only going to be a few pence each shop but over the year it’ll add up to a significant donation.

In many cases national stores keep their charitable giving targeted at local good causes – look in-store for their publicity on how they distribute their donations.

Sainsburys on-line are already offering the bag-less delivery option on their web-site ahead of this requirement – you will have to empty the totes immediately on receipt. If a bag is needed – to segregate bleaches and cleaning materials from foodstuffs for example, the driver will empty the bag and take it away with them, so you are only “borrowing” the bag for the duration of the delivery!

I work at a supermarket on the hot rotisserie – chickens, bacon joints etc – we will be able to give a free bag because the immediate serving bags can be greasy and leaky, however if the customer tries to add other items into the bag at the checkout to carry their goods home a charge will have to be levied!


I am surprised that we have not had a Conversation about charging for bags before now, but John has suggested one in the new ‘Ideas’ section. 🙂

What concerns me is that some people will be hoarding the free bags before charging starts and many will have started to disintegrate before they are ever used.


Hi John, look out for an email from me about this 🙂


The other recent Conversation where there were some comments on the introduction of a bag levy in England was “No more unexpected item in the bagging area” [02/08/15].

I have it on good authority that there will be a separate Conversation on this topic in due course.


I agree that self service check-outs are simply a way for stores to have customers work for them for free. In the stores I frequent; the policy seems to be to transfer the check-out operatives to shelf stacking while the customers do the job of those workers.

What would be the legal position if you accidently ( by whatever means) failed to record an item at the check-out; and tried to leave the store with this item (without any knowledge) but was then apprehended as a thief?


Coming late to this one but here in North Wales we not only have to pay for disposable shopping bags but self service checkouts seem to be breeding.

We really don’t find a lot of difference. There’s always someone around to help and – something we find really useful – these folk have the magic key which allows them to put several of the same items (such as bottles) through rapidly. With manned tills you run the risk of getting the moody operator, perhaps the one who’s been on all night, and few seem able to chat for long.