A Sam’s Club customer recently voiced frustration over two key issues at the warehouse club—membership fees and the checkout process, which he claimed led to excessive waiting in multiple lines.
Sam’s Club and its competitor, Costco, attract millions of shoppers with their bulk savings, food court deals, and wide product selection. However, not all aspects of the shopping experience are well-received.
Checkout Complaints
Both Sam’s Club and Costco require receipt checks at the exit, a process meant to confirm that customers were charged correctly and to prevent double scans or missed items. While the policy is standard for warehouse clubs, some shoppers find it inconvenient.
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One dissatisfied customer, Lee Walker, took to X (formerly Twitter) to express his frustration:
“Every time I shop, I have to wait in line to check out and then stand in another line to have my receipt checked. This is completely unnecessary—just like your membership fees! It’s time for a change.”
Sam’s Club’s Digital Solutions
In response to concerns over long checkout lines, Sam’s Club has introduced several technologies aimed at streamlining the process.
The Scan & Go feature, launched in 2018, allows members to scan barcodes through the Sam’s Club app, pay directly on their phone, and skip traditional checkout altogether. Instead of waiting in line, shoppers show a digital receipt to an employee at the exit.
Many customers have praised the feature, calling it a game-changer:
“Scan & Go is amazing. I scan items as I shop and walk straight out. No lines!” one shopper raved.
“I just used Scan & Go at Sam’s Club. If you hate waiting in line, download the app ASAP!” another recommended.
Costco, on the other hand, has yet to implement a similar system, leading to frustration among some customers.
“Costco is so behind the times,” one shopper complained. “They need to catch up with Sam’s Club and offer Scan & Go!”
AI-Powered Exit Technology
Building on its digital-first approach, Sam’s Club introduced AI-powered exit technology in April 2024.
Instead of requiring a worker to manually check receipts, the automated exit system uses computer vision and digital scanning to verify that a shopper has paid for everything in their cart.
Todd Garner, Sam’s Club’s Chief Product Officer, emphasized how these advancements are transforming the customer experience:
“We’re setting new standards in retail convenience. Our exit technology and Scan & Go have improved member satisfaction, and we’re proud to bring this to nearly 600 clubs nationwide.”
Retail Industry Embraces Change
As Sam’s Club enhances its checkout experience, other major retailers are also adapting to meet evolving consumer demands.
Aldi, for example, has been rolling out changes following its recent acquisition of a popular grocery chain, while Walmart is making strategic real estate moves, including purchasing a former shopping mall with plans for redevelopment.
With digital innovation shaping the future of retail, efficiency and convenience remain top priorities for major brands aiming to keep customers satisfied.
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