M&S shoppers fuming as supermarket trials ‘smart’ self-checkouts

Customers are unhappy with the changes

It's frustrating when you get to the checkout and find that an item won't scan, well this new technology should prevent instances like that but not everyone is happy with the proposed plans.

The change means that all you have to do is place your items on the till, which can identify what you've put down and how much everything costs thanks to a chip embedded in each product's price tag.

The till instantly calculates the total price and shoppers pay as normal - no scanning required.

A similar checkout system is already being used by the likes of Zara and Uniqlo in a bid to speed up checkout times and free up staff members to work elsewhere in the store.

Now, they're coming to supermarkets with a trial currently taking place in M&S's Woking branch in Surrey in the clothing and home departments rather than the food hall.

If the trial is successful, it will be rolled out across the country. So far it has seen a 40 per cent reduction in transaction times at the new tills already.

The move is reportedly due to M&S trying to offset the hike in National Insurance Contributions for employers, alongside a minimum wage increase.

M&S chief executive Stuart Machin said he wants to pass costs on 'as little as possible' but that the hikes affect the companies business plan.

In recent years, shoppers have hit back at the automated nature of self-checkouts in supermarkets with many wanting to be served by a cashier rather than doing it themselves.

Consumers have taken to social media to vent their frustration with one saying: "Not impressed! I refuse to use self-checkouts! I expect personal service."

In November, M&S announced plans to roll out self-checkouts with conveyor belts to enable those shoppers with a trolley full of groceries to use them.

'Assisted belt checkouts' had been added to 45 foodhalls in November with plans to install more in stores across the country in the coming months.

Customers took to X on that occasion to lament against the chain with customers asking if the 'loss of the friendly interactions' was worth it.

Speaking about the new smart checkouts, an M&S spokesperson said: "We help our customers to shop when, where and how they want by providing a choice of manned checkouts and self-service tills, and we always offer customers the option to shop and pay with a colleague’s help."