Sam’s Club Plans Major Changes to Shopping Experience

Bentonville, Arkansas – Sam’s Club is preparing to implement significant changes across its 600 locations in the coming months. The company has been adjusting its shopping experience over the past year, and some customers are expressing their dissatisfaction on social media.

Initially, Sam’s Club removed the requirement for customers to show receipts upon exiting the stores. Furthermore, the chain has announced it will stop issuing physical membership cards. Instead, shoppers will now use digital cards via the Sam’s Club app. Although plastic cards will no longer be available, customers may still request a card at the Member Services Desk.

The most recent update involves eliminating traditional checkout stands in favor of its Scan & Go app. According to a recent report by Supermarket News, Sam’s Club plans to replace checkout lanes with this technology, which allows customers to scan items as they shop and pay through their mobile devices. Self-checkout lanes will also be removed as part of this transition.

Currently, one in three Sam’s Club members utilizes the Scan & Go feature, with its use increasing by more than 50% in the last three years. On social media, customers have taken to expressing their concerns about this shift. In a recent Facebook post, Sam’s Club asked its members how they currently use the Scan & Go app, but did not mention the removal of checkout lanes, leading to a wave of complaints.

Comments on the post reflected mixed feelings. Customer Faren Garza criticized the decision, stating, ‘It’s terrible customer service to do away with all forms of checkout except Scan & Go.’ Meanwhile, Linda Parson Root highlighted that older customers might struggle with the change, saying, ‘Many are on a fixed income and won’t pay outrageous prices for a smartphone to shop. The elderly don’t need Scan & Go.’

Conversely, some customers see the shift as a positive change. Sue Powell shared her approval, saying, ‘I refused to shop there because of the long lines. Now it is super easy to get my stuff and go.’

As retailers continue to adapt, Sam’s Club’s changes reflect broader trends in the shopping industry.