Walmart has long dominated U.S. retail by offering low prices and convenience, but its push for self-checkout lanes has faced mixed reactions. Initially seen as efficient, many shoppers soon grew frustrated with “unexpected item in bagging area” errors, confusing prompts, and limited assistance.

While some valued the independence, others missed personal interaction. Complaints increased, especially from older customers or those with big purchases, who found the system “impersonal and even burdensome.”

In response, Walmart is cutting back on self-checkout at several locations and bringing back more staffed registers. The company says this shift reflects a focus on better service and listening to feedback.

For customers who struggled with the technology, the change is welcome news. More face-to-face service also helps Walmart curb theft and technical issues linked to unattended machines.

Self-checkout isn’t disappearing, but Walmart is rebalancing between automation and human touch—showing that “sometimes, a real person behind the register can make all the difference.”