Kroger rival admits it’s ‘anxious’ after shopper blasts store layout switch that creates buggy issue for all customers
A GROCERY store shopper has blasted a Kroger competitor after encountering problems at the self-checkout station.
The customer was left furious after Food Lion bosses seemed to move the machines closer together.
Nickalaus claimed the move was not “customer friendly” and described the layout change as “horrible.”
“Seriously, Food Lion!” he said on X.
“You’ve moved the self checkouts so close together that you can’t get two buggies into the checkout area.”
He claimed the decision had effectively made one of the kiosks “useless.”
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But, the shopper was not done there as he demanded answers.
”Who’s responsible for this foolishness?” he said.
A Food Lion spokesperson responded to the shopper’s grievance and vowed to share his response with senior leaders.
“Thanks for taking the time to share this feedback,” they said.
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“We're always anxious to hear from our customers.
“Consumer involvement helps us to identify ways that we can improve on meeting our customer's needs.”
In the summer of 2023, Food Lion bosses gushed about how 47 stores across North Carolina were being renovated.
Officials said they wanted to provide an easier experience for shoppers.
They revealed that most stores would feature self-checkout lanes.
Food Lion said it wanted to ensure shoppers have a choice when it comes to checking out their items.
Latest self-checkout changes
Retailers are evolving their self-checkout strategy in an effort to speed up checkout times and reduce theft.
Walmart shoppers were shocked when self-checkout lanes at various locations were made available only for Walmart+ members.
Other customers reported that self-checkout was closed during specific hours, and more cashiers were offered instead.
While shoppers feared that shoplifting fueled the updates, a Walmart spokesperson revealed that store managers are simply experimenting with ways to improve checkout performance.
One bizarre experiment included an RFID-powered self-checkout kiosk that would stop the fiercely contested receipt checks.
However, that test run has been phased out.
At Target, items are being limited at self-checkout.
Last fall, the brand surveyed new express self-checkout lanes across 200 stores with 10 items or less for more convenience.
As of March 2024, this policy has been expanded across 2,000 stores in the US.
Shoppers have also spotted their local Walmart stores restricting customers to 15 items or less to use self-checkout machines.
“These remodels also reflect our ongoing commitment to invest in the growth and development of our associates so they can provide a shopping experience customers can count on,” Meg Ham, the president of Food Lion, said.
Food Lion also renovated 167 stores in 2024 as part of a $365 million capital investment.
The renovations impacted stores in the Raleigh-Durham area of North Carolina and Mecklenburg County in Virginia.
Retail executives have taken different approaches when it comes to self-service.
Kroger hit the headlines in 2021 when it trialed a self-checkout only store in Dallas, Texas.
But, chiefs changed strategy after realizing that not all shoppers welcomed the change.
Retailers such as Aldi, Target and Walmart have imposed policies in a bid to make sure self-checkout remains efficient.
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The chains have turned to item limits - a move that hasn’t been welcomed by all.
Target shoppers are restricted to a maximum of 10 items at the self-checkout, while in certain Walmart supermarkets, the threshold is 15.