Jewel is taking away self checkouts and mandatory carry out

[bonquiqui]

www.dailyherald.com/article/20130924/business/709249720/print/


That totally sucks.  FWP party of 1

Jewel-Osco getting rid of self-checkout lanes

By Anna Marie Kukec
Is it the end of the line for self-checkout? It is for some Jewel-Osco customers.

The Itasca-based grocer, which is under new ownership from an investment group led by Cerberus Capital Management, is in the process of removing self-checkout lanes from some of its local stores.

Stores that have already eliminated the self-checkout include Glen Ellyn, River Forest, Palatine, Libertyville, Schaumburg on Schaumburg Road, Arlington Heights on Vail Street as well as in South Suburban Frankfort and in Chicago on Ohio and State streets and Harlem and Foster avenues. Others will be done over the next six months to one year, said Jewel spokeswoman Allison Sperling.

Jewel-Osco, which also recently eliminated its Preferred Customer loyalty cards, plans to instead hire more cashiers and add shorter express lanes, said Sperling.

“We are creating an environment to better connect with our customers and give them more personalized service, one on one,” Sperling said. “We think that our shoppers will be happy with our improved service.”

The move is part of a growing trend nationwide among some large retailers that are returning to the human touch, despite the extra labor costs. Also, technology glitches, restrictions on purchasing liquor and other controlled products, and a higher rate of theft are contributing to the decline of self-checkout at retailers nationwide, said Jeff Weidauer, vice president of marketing and strategy for Vestcom, a marketing firm for retailers.

“We believe that in the next couple of years, self-checkout will be eliminated altogether,” said Weidauer.

In Jewel's case, loss prevention is one of the factors, but the key reason for this decision is customer service, Sperling said.

“We have set a higher bar for customer service in our stores this year, and we feel that letting a customer come in, shop and leave without any opportunity for that last interaction at the check stand isn't reflective of the culture we're establishing,” Sperling said.

Many grocers and other retailers started using self-checkout technology in the Chicago and suburban area roughly a decade ago, including Dominick's, Home Depot, Walmart and others.

Grand Rapids, Mich.,-based Meijer stores began using self-checkout lanes in 1998, and most of its stores have had self-checkout lanes for at least 10 years, said Meijer spokesman Frank Guglielmi.

Meijer said it plans to continue with self-checkout lanes, despite what competitors are doing. Meijer regularly updates the scanning technology and even added conveyor-belt lanes for the larger orders, said Meijer spokesman Frank Guglielmi.

“Many of our customers like the self-scan option and for those customer who prefer a staffed checkout lane, we still have most of our checkout lanes dedicated to staffed cashiers. It's really about offering choices for our customers,” Guglielmi said.

Good service is a strong point of difference in today's competitive grocery market, said Bill Bishop, industry analyst and chief architect of Barrington-based Brick Meets Click.

“Some people just want to get out quickly and, for many of them, self-service checkouts have become a good option. If they're taken away, that'll be poorer service from their point of view,” said Bishop. “Other people appreciate the help and sometimes even a conversation with employees. These customers will appreciate having more lanes open to keep the lines short.”

While the equipment helps to reduce labor costs, it can stress employees who are staffing four to six self-checkout lanes when problems or interruptions occur, experts said. Whenever alcohol is sold, an employee over age 21 still is required to scan it due to age limitations on the purchase. Also, if there is a technology glitch, a coupon isn't accepted or a code is wrong, then a cashier still has to help the customer, experts said.

Also, theft increased at self-checkout lanes and some stores tried random checks of customer orders after they completed their transactions, Weidauer said.

“The chance of catching someone randomly was rare and the chance of upsetting a good customer was high, because they'll feel like they were called out. There was just no good way to handle that,” Weidauer said.

Most of all, people enjoy talking with someone in the store. The self-checkout system just doesn't provide that connection, Weidauer said.

“They've lost that contact, which is part of the whole shopping experience. It almost was like shopping online,” said Weidauer said.

Haha NO to the bolded

[karinothing]

I freaken hate self-checkout. It always freaken messes up or I buy something that apparently has to get extra sign off or something. I can never just buy my stuff and go. it is a jerk.

I enjoy talking to people in the store

I also hate that it takes away peoples jobs. I am honestly surprised union stores allowed it.

[bonquiqui]

Sept 25, 2013 7:50:24 GMT -5 karinothing said:

I freaken hate self-checkout. It always freaken messes up or I buy something that apparently has to get extra sign off or something. I can never just buy my stuff and go. it is a jerk.

I enjoy talking to people in the store

I also hate that it takes away peoples jobs. I am honestly surprised union stores allowed it.

Maybe I am just a freak, but I always get the weirdos that comment on things.  I hate when people comment on my purchases.  So awkward lol  

[bonquiqui]

Sept 25, 2013 7:53:34 GMT -5 kevin arnold said:

I'm pretty sure eb777888 is to blame.

haha

[bonquiqui]

Ugh and I just found this

Jewel-Osco rolling out mandatory "cart to car" service


I read an interesting article this morning over at Coupons In The News about Jewel-Osco's new owners implementing a mandatory cart-to-car service for your groceries. Meaning, after you check out, the employees are being instructed to take your groceries to your car, whether you want them to or not. From the story:

“Welcome to Jewel-Osco, where prices are low and friendliness is mandatory. Really, let us carry those bags out to the car for you. No, we insist. Seriously. Hand over the bags. Do it, now. Security!!”

Getting into an arm-wrestling match over your shopping cart is probably not the most pleasant way to end a grocery shopping trip. But some customers are complaining, after the Chicago-based Jewel-Osco chain quietly instituted a new “cart-to-car” service – and made it mandatory.

Baggers will now cheerfully take your groceries out to your car for you. And if you refuse, well, they’ll do it anyway. “We are doing it for everyone,” a customer service representative said, “to get customers and associates used to this new service.”

Sounds like a nice enough idea. How could anyone possibly complain?

But like a child forced to kiss grandma, or nudged to say “thank you” – is a friendly sentiment genuine, if it’s required? Some independent-minded Jewel shoppers say they appreciate the gesture, but they’ll carry their own groceries, thank you very much. “Two times this past week I have been FORCED to have a bagger help me take my groceries to my car,” one Facebook commenter wrote. “‘No’ means ‘NO’.” She complained that the bagger ultimately followed her to her car and watched her unload her own groceries, then whisked her shopping cart away. Another commenter claimed that, with the new policy, “you’re not going to win customers back, you’re going to chase them away.”



UGH NO!!!  I guess I am just an antisocial bitch, but I hate this idea.  Bye bye jewel lol

[kirra]

I hate self checkout. It seems like at least one in three times has problems, whether it's something not scanning, the machine having issues, or it won't take my money.

I don't enjoy talking to random people, but there are a couple of checkout people I like. One always looks at my cart and asks what I'm baking this week She doesn't comment on particular items, but when you're checking out with eggs, chocolate chips, and heavy cream... The first time was a reasonable question, and now we talk about recipes.

[bonquiqui]

Sept 25, 2013 7:55:30 GMT -5 @licia said:

OMG, I hate talking to cashiers.

The worst was when I made a comment about, "Can you use the gun on the cat litter? I don't especially feel like lifting it more than I have to."

And then proceeded to get this woman's medical history about why she also did not want to lift it because she had 99 problems, but an internal filter wasn't one.

Girl, I feel you.  We can be antisocial bitches together lol

[karinothing]

Sept 25, 2013 7:51:59 GMT -5 bonquiqui said:

Sept 25, 2013 7:50:24 GMT -5 karinothing said:

I freaken hate self-checkout. It always freaken messes up or I buy something that apparently has to get extra sign off or something. I can never just buy my stuff and go. it is a jerk.

I enjoy talking to people in the store

I also hate that it takes away peoples jobs. I am honestly surprised union stores allowed it.

Maybe I am just a freak, but I always get the weirdos that comment on things.  I hate when people comment on my purchases.  So awkward lol  

Hmm. I don't think I have ever had anyone comment on anything I have ever purchased. What kind of things do they comment on?

I think the only thing I get is when the cashier has never eaten the whacky produce I am buying and they ask what something is or what it taste like? But that doesn't bother me.

[Redpoppy]

I sometimes shop at a store with cart to car service. I usually pick a teenager bagger and can talk him out of it. A few ask a second time but let you choose. They also take the food out of the cart for you to checkout which I love. They are different style carts to make it easier where the ends fold down.

The lines are never more than 2 people deep there either. They have a ton of cashiers.

[Kit]

That cart to car bullshit would put me over the edge, dude. I can bring my own shit out, and if I need help, I'll ask.

I don't shop at Jewel anyway, but I sure as shit won't now if that is what they're doing. We go to Target.

I'm also not sad about them removing the self checkouts. They always have issues and sometimes it takes longer to go through those than to use a cashier.

[bonquiqui]

Sept 25, 2013 7:59:02 GMT -5 karinothing said:

Sept 25, 2013 7:51:59 GMT -5 bonquiqui said:

Maybe I am just a freak, but I always get the weirdos that comment on things.  I hate when people comment on my purchases.  So awkward lol  

Hmm. I don't think I have ever had anyone comment on anything I have ever purchased. What kind of things do they comment on?

I think the only thing I get is when the cashier has never eaten the whacky produce I am buying and they ask what something is or what it taste like? But that doesn't bother me.

Oh cookies, I like these cookies.  They are yummy.  Oh I see you are getting blueberry muffins.  I love those, but I can't buy them, because I am allergic to blueberries.  You have such fun items.  Oh plain oatmeal?  That is boring, I like the flavored ones better.  

Just random shit like that.  I hate it.  lol  I hate small talk.  This is not a one time thing either.  

[karinothing]

Sept 25, 2013 8:03:42 GMT -5 bonquiqui said:

Sept 25, 2013 7:59:02 GMT -5 karinothing said:

Hmm. I don't think I have ever had anyone comment on anything I have ever purchased. What kind of things do they comment on?

I think the only thing I get is when the cashier has never eaten the whacky produce I am buying and they ask what something is or what it taste like? But that doesn't bother me.

Oh cookies, I like these cookies.  They are yummy.  Oh I see you are getting blueberry muffins.  I love those, but I can't buy them, because I am allergic to blueberries.  You have such fun items.  Oh plain oatmeal?  That is boring, I like the flavored ones better.  

Just random shit like that.  I hate it.  lol  I hate small talk.  This is not a one time thing either.  

Ah, ok. I am a pretty social person, so I guess none of that bothers me! You should get grocery delivery

[bonquiqui]

Sept 25, 2013 8:03:06 GMT -5 Kit said:

That cart to car bullshit would put me over the edge, dude. I can bring my own shit out, and if I need help, I'll ask.

I don't shop at Jewel anyway, but I sure as shit won't now if that is what they're doing. We go to Target.

I'm also not sad about them removing the self checkouts. They always have issues and sometimes it takes longer to go through those than to use a cashier.

Yep, I can ring it up and bag much faster.  Fuck Jewel.  I'm out lol

[picaflora]

DH can't STAND self-checkouts. He says he has to give the store $$ for his goods - he doesn't want to give them the labor too. It doesn't help that he gets irritated and the weight sensors when trying to bag stuff or when the system is slow.

I don't mind them, and enjoyed them when I only had to pick up an item or two. I could guarantee I could get in and out quickly without having to wait on lines.

Mandatory car-to-cart?? Hell no. I don't need some bag boy/girl seeing my dirty car and all the crap that gets thrown in the trunk. My fave grocery store will offer, especially if it looks like you might need it (elderly, injured, one parent with a young kid/multiple kids) but they aren't pushy about it at all.

[Kit]

I am a lot angrier about this than I should be, apparently. LOL

[bonquiqui]

Not saying you guys here, but I find that most people that complain about self checkouts not working, don't do it right.  

[bonquiqui]

Sept 25, 2013 8:05:43 GMT -5 Kit said:

I am a lot angrier about this than I should be, apparently. LOL

Me too.  lol  

[Blueper]

When I go through self checkout I occassionally select the non-organic price for an organic cantelope that is a tad past its prime 

[roxycarmichael]

I thought this was going to be referring to Jewel the singer and I was wondering how she got the power to decide this.

[Miss Phryne Fisher]

Sept 25, 2013 8:12:40 GMT -5 Blueper said:

When I go through self checkout I occassionally select the non-organic price for an organic cantelope that is a tad past its prime 

I suspect stuff like that is more along the lines of the actual reason stores don't like self-checkout. At Wegmans, the self check girl never watches anything, I could ring up hot food as bananas and she would have no clue. Tops, however (union, while Wegmans is not) has a dedicated self checkout cashier that has a computer screen with all transactions on it, they would catch it in a hot second. 

I like self-checkout but the groceries to car thing would also make me ragey. If people ask for it, great, but don't force that shit on me. 

And about them not working, most do, but at my BJ's self-check is a nightmare. I worked as a  cashier for many moons, I know what I am doing, but the scanners are too sensitive and double scan stuff CONSTANTLY. 

[speckledfrog]

No preferred card? Craziness! I occasionally shop at a store that that brings your cart out to your car. It's...weird. it's especially weird when they push the cart and your kid is in it. W was like "WTH is going on here?"

[Deleted]

I like the option of the self checkout. Sometimes I just don't feel like making chit chat or having the cashier do a commentary on all my items.

"Oh, you use Tide? I like Purex, but..."
"What do you do with plain oats...oh, you make oatmeal? I didn't know people did that anymore!"
"Huh, the whitening toothpaste? Does it really work?"
"You know, the store brand litter is cheaper."

Nope.

[ECB]

Self-check outs - I like them and use them. But if getting rid of them means more cashiers and I can still get out quickly, whatever, I really don't care either way. But I don't need to talk to anyone. The "human contact" aspect of it is moot to me.

Preferred cards- if getting rid of them this means you're giving us the best price, then I'm all over it. I don't need to scan a card. I find them a PITA.

Mandatory cart to car - this would make me stop going to a store. Seriously. I just do NOT need nor want that on any level.

[orangeblossom]

Publix brings your cart out, but it's not mandatory. I would be annoyed if I went to a place where it was.

It's a nice gesture, but I don't always need it and frequently turn it down. I always want to tip when I do use the service, but it's not allowed.

[eb777888]

Sept 25, 2013 7:53:34 GMT -5 kevin arnold said:

I'm pretty sure eb777888 is to blame.

lol!

[bonquiqui]

Sept 25, 2013 9:03:55 GMT -5 eb777888 said:

Sept 25, 2013 7:53:34 GMT -5 kevin arnold said:

I'm pretty sure eb777888 is to blame.

lol!

::shakes fist at eb777888::

[dexteroni]

We don't have Jewel where I live, but if a store did away with self checkout and forced customers to be accompanied to their cars, I would pretty much never go back to that store again. I shop at one store where you can't take the cart to the car, but they don't require accompaniment to your car. So I just load up like a pack mule and I'm good to go.

My favorite cashier comment is "is this good?" about a particular food. No, it's awful, that's why I'm buying it. wtf.

[Jermys]

We go to my Jewel 5 times a week. I know 90% of the cashiers (as in, definitely go through Rita's line, but NEVER Ashley's, etc.) and I still mostly do self check because it's faster.

And we'll see how the walking me out to the car thing goes, because I'm going to refuse that shit every damn time. I have enough goddamn people with me, I don't need one more.

[Miss Phryne Fisher]

Sept 25, 2013 9:55:45 GMT -5 pagas said:

Our Kroger changed the self checkout area to a one line set up, 10 cashiers with one line, like at Marshalls.

I like the reward card mainly for the coupons that they send you based on what you buy (for me it is always free eggs, 40 cents off flour and $2 off produce)

I love grocery stores that use the queue system instead of the traditional line system. It makes life so much easier.

[sawyerthedestroyer]

The cart to car thing would annoy me. I don't want anyone to see my messy car nor do I want them to know that I just did a majority of my shopping at Aldi and am only buying meat from them.