Many Sam's Club Members Send a Message to the Company: Walmart Isn't Liked

A recent decision by Sam's Club has sparked a strong reaction among its shoppers. The retail chain plans to completely eliminate self-checkout lanes and replace them with its digital tool Scan & Go. Although the company claims this measure will speed up the experience, many customers aren't convinced.

Goodbye to Checkout Lanes, Hello to the App

The Scan & Go system allows users to scan products with their phone as they take them from the shelves. Once they finish their shopping, they pay directly from the app and exit the store by scanning a QR code. With this update, the company aims to reduce lines and eliminate the need to verify receipts upon exit.

However, this technological strategy hasn't been well received by everyone. Numerous shoppers have expressed their disapproval on social media, arguing that not everyone has a compatible smartphone or feels comfortable using technology to pay. Some customers claim they disagree with replacing human interaction with technology and have expressed their intention to leave Sam's Club if the change is confirmed.

Criticism That Doesn't Wait

Among the most frequent comments, complaints about the exclusion of older people or users who prefer to pay in cash are repeated. One customer wrote: "Scan & Go saves me time, but there should still be an option for those who don't use smartphones." Another was more blunt: "I prefer Costco, I like someone to scan my products, I don't want to be my own cashier."

There were also those who expressed concern about pricing errors during the use of scanners in other group stores, like Walmart, which increases distrust toward this new modality. Some users defended the implementation of a mixed solution. They suggest keeping an alternative with staff for those who don't want or can't use the app.

An Ambitious Plan Underway

Despite the criticism, Sam's Club insists that digitalization is part of a broader transformation strategy. Its president, Chris Nicholas, stated that the company is investing in technology to improve the shopping experience. "We want to remove friction from our members' lives, giving them back time is the most valuable thing," he said.

The Scan & Go tool was introduced in April 2024 and is emerging as a central element of the omnichannel model the brand wants to strengthen in the coming years. The idea is to facilitate shopping from anywhere, using both physical stores and digital channels.

Sam's Club will continue its expansion in the United States with new stores and improvements in its logistics systems. However, this change in the payment method will undoubtedly be a key test for the acceptance of its technological proposal.