Marks and Spencer rolls outs huge conveyor belt checkout change at stores across the UK – and it will divide people
M&S shoppers have been left divided over its decision to roll out new conveyor belt checkouts across its stores.
The posh grocer surprised customers earlier this week when it said 45 of its Food Halls would soon be fitted with “assisted belted checkouts”.
These new self-service devices are as big as traditional manned checkouts and include a conveyor belt alongside space to fit a trolley.
Shoppers in M&S’s London Colney branch have been able to use the technology since 2022.
Its branch in Shoreham has also been fitted with six of the larger self-checkouts.
But news of the roll-out has sparked concerns from some shoppers who miss human interaction at the till.
Taking to social media, one shopper said this: “I always head for a human [when shopping], but it’s getting harder to find one, and I’m the kiss of death on self-service.”
Others have grown frustrated with having to do the job of cashier when they want to do the weekly shop.
Commenting online another shopper moaned: “Looks like I won’t be shopping in M&S anymore if I have to do the work myself.”
Their complaints were echoed by another M&S customer who said they would use a self-checkout when they receive an “employee salary”.
However, some customers appeared to be less fussed about the change.
One said: “Personally, I always use self-checkout as I only ever shop for myself and therefore only small amounts.”
“Some of us prefer these self-checkouts; it’s quicker,” said another.
An M&S spokesperson previously said.”We help our customers shop when, where, and how they want by providing a choice of manned checkouts and self-service tills,”
“We always have a colleague on hand to help customers with their shopping.”
It also emphasised that while the new self-checkouts will be available, staffed tills will still be an option for those who prefer to be assisted by a member of staff.
The shop floor is not the only place where M&S shoppers have been given the option to operate the tills themselves.
M&S has been offering self-checkouts in its clothing and homeware department for the past three years and also has plans to fit 180 changing rooms with the tech by 2028.
But the move may not go down well with some customers, with some already struggling with the scanners in the fashion section.
One disgruntled shopper has this to say on X, formerly Twitter,
“I haven’t been to a clothing store in ages; you now have to self-serve to buy clothes!!!
“Please don’t do this, it’s so much nicer being served by a cashier.”
Another wrote: “M&S, I was in one of your self-checkout clothing shops recently.
“I had to find and buy my own bag, then fold and bag my clothes, also removing and binning the hangers.”
They added: “Just wondering where I send the invoice for working for you as a checkout person for that time.”
Changes to self-checkouts
Self-checkouts have become a core fixture of all major grocery stores.
Even sole fashion brands such as Primark, Zara and H&M have started introducing the technology to streamline the way people shop.
It comes despite fears the modern way of shopping has made it easier for thieves to steal.
Shops such as Sainsbury’s, Aldi, Morrisons and Primark all have barriers where customers must scan receipts in order to leave, in a bid to help cut down rising theft incidents.
And it appears some retailers are looking to take a step back from tech.
In August, Asda said it would put more staff on the tills as part of a £30m investment to get customers back in stores.
The supermarket will not be installing any more old-fashioned checkouts in its shops after they removed a number amid the rise in smart shopping.
Instead, the remaining ones will be staffed more often, especially at the weekend and other peak times.
Posh Northern grocery chain Booths also ditched the technology after it was found that customers enjoyed their experience more when they went to a cashier.
How to save money at M&S
Consumer reporter Laura McGuire shares three ways to save on your next M&S shop
- Get a Sparks Card: The M&S Sparks card is a customer reward that is tailored to what each shopper buys. For example, a shopper may be offered £2 off when they spend £15 on flowers and plants in-store.
- Shop the yellow labels: You can easily pick up some posh M&S grub at a discounted prices if you look for the discounted yellow sticker labels. These are usually put on items after 4pm.
- Hunt for offers: M&S often runs on pricey items such as meat. For example, shoppers can currently pick up any three poultry, beef or fish for £12.