CVS' Automated Checkouts: Not Ready for Prime Time?

CVS has been quietly installing self-service checkout machines in some of its stores. How good are these automated checkout machines? In a word: terrible.

My experience with the automatic checkout machine in the Cleveland Park CVS was frustrating, to say the least: I was purchasing several items, including cough syrup and cold medicine. One of these items triggered an alert: "One of the items you're purchasing is age-restricted. Please wait for assistance." Assistance never came. And because I couldn't tell if it was the cough syrup or cold medicine that was thwarting my checkout, I abandoned the entire process.

The geek inside me likes the idea of automatic checkout. But I also like technology to work well. Or at least work. These machines remind me of the first iteration of Microsoft's Windows operating system: A good idea, but clunky, prone to crashes, and not intuitive.

When I was at CVS just a few days ago I overheard a young couple as they left their purchases on the machine "Well, at least we tried. Let's roll out of here."

I posted a question about CVS' automated checkout machines on our companion email list, the Cleveland Park Listserv, and here is a sampling of the responses. With a few exceptions, the machines have received strong thumbs down reactions. What's been your experience with these machines? You can post your comments below and vote in our poll.  Here's a sampling of the messages that came in:

I am an early adopter of technology and love the self checkouts and use them wherever I go. However, CVS's are hands-down the worst I have ever seen. I too have stopped using the self checkout at the CVS in Cleveland Park, as they have somehow figured out a way to make it impossible to use.

***

I have used these many times at the CVS in Van Ness and have had much success with them.  The store usually has ample help and whenever I have had a problem with the machines people are always there to help out. I do like the machines. A couple of times the machines were down and I had to stand in the regular line.

***

It feels like CVS cut corners on the machines they bought. In particular, these don't have much of a "holding zone" for your purchases after you've rung them through the scanner. So these checkouts are fine if you have 3-4 items max, but any more, or anything large, won't fit.  Other such stores and markets have a larger platform to hold your purchases.  They could have done better with one less machine and bigger platforms.  I'm less likely to head there for anything beyond 1-2 items.

***

I find the self-checkout machines frustrating, and avoid them if I can.  Maybe it is a learning curve issue, but for now it slows things down and I don't go to CVS often enough to practice effectively. The cashiers know where the bar codes are, and can ring up and bag things while I am getting out my card and unloading my basket.  When I use the self-checkout, I am simultaneously trying to find and understand the prompts, juggle my CVS card and my credit card, and scan and bag the items -- inefficient multitasking for me at least.

***

I really resent that CVS is abandoning all cashiers in some stores (including Chevy Chase Circle and Spring Valley). Every time I see people using the machines, I see problems. Yesterday at Tenley, there was only one cashier open and long lines. Some reluctant customers went to the automatic machines in frustration. ( I know they were reluctant, because they were talking about it aloud.) Right away, there were problems. Someone did not receive change at the automatic machine -- the manager had to be called and things pretty much ground to a halt. The horrible voice on those machines is the worst aspect. While I was putting away my wallet after finishing my transaction at Chevy Chase Circle last month, the voice repeated many times: "re-scan that item."

***

I hate them, with passion. I refuse to use them. There was often no one to assist you at CVS before they started the auto checkout machines. Now it's even worse. At the CVS at Yuma and Mass. Ave., there were long lines behind each auto checkout machine and the only available CVS employee was helping the auto checkout folks (because, of course, there were problems). I needed something behind the normal counter. I left in frustration without getting what I needed. Now when a CVS employee tries to direct me to an auto checkout, I tell them I will not use them. I believe it will cause job losses for CVS checkout clerks. That's all we need is fewer people employed.

***

The first time I used a CVS automatic checkout machine, I had a bad experience, and have never used one since. When they were a new idea, I thought I'd give them a try. Through inexperience or lack of space at the check stand, or perhaps a bit of clumsiness, I ended up scanning an item twice when I had intended to purchase just one. It cost me a few dollars, which I didn't even discover until after I arrived home. The automatic machines may be a good solution if one is purchasing just a couple of things, but they are not a great option for the way I shop.

***

A couple of weeks ago I went to the Tenley CVS on Wisconsin Ave. across from Best Buy and selected about $200 worth of items that I took to the self-service register. After several minutes, I finished scanning everything and then was unable to scan my coupon for 25 percent off the total amount. A store employee came up to me to advise that the store's machines do not accept coupons, although no sign at the register mentioned that fact. So after waiting in a long line, I had to start all over at the regular register where an employee scanned everything for me. Nevertheless, she could not get her register to accept the 25 percent off coupon, either. A store manager finally helped resolve the register's problems, and she then told me that her store's self-check-out registers should be accepting all coupons! I do not plan to go to that Tenley CVS store again.

***

I wish they would make it more clear to insert coins before bills. The first time I used one at CVS, my total was $4.01, or some small cents like that, and it was too late to insert a penny after I inserted my bills.  I would much rather have given a penny than received 99 cents back. For the most part I think they're great.  Human interaction is dying, but they're great.

***

I used the automated check-out – apparently Zicam (zinc supplement to ward off a cold) triggered the alert.  The check-out person made me wait for the entire line of people at her station before she came to help me.  I will never use the auto check out again unless they totally do away with people.  I may walk the extra distance to Walgreens just to avoid the auto check out.  I had a small number of items and had to wait more than 10 minutes for help.  I am not easily riled – but I was really upset that day!

***

I hate these machines no matter where they are: (1) Self checkouts are a way to do away with people's jobs, and I don't want to participate in that. (2) If I myself wanted to be a cashier, I'd apply for the job. At grocery stores, it's easier to resist this move because there are so many cashier stands. At CVS, it's sometimes tough to find a cashier. When I am offered the choice, however, I firmly refuse, saying that I do not want to participate in a job reduction effort. The "clerks" look at me oddly.

***

First off, let's not be fooled that these were invented to make check out faster. Their installation cost is minimum for CVS corporation, and, in turn, they can cut jobs and benefits to the poor people who are stuck working retail. In DC that is a good entry job for some wonderful people who have immigrated from other countries where they had better jobs , but have to get new degree here, etc.  Secondly, I did not go to college to end up doing retail job myself, which is what CVS has us doing when we "check ourselves out" they are basically making their paying consumers do their own check out labor. It is confusing, time consuming and frustrating, but, hey, that is because CVS doesn't put their consumers through the cash register training they have to put their employees through. They are also not paying us a wage.

***

I love these machines, for the same reason I like them at airports; they save me from the bane of modern life: waiting in line. Over the years, Cleveland Park's CVS has been especially bad (in my opinion) for slow lines at the cash registers. It took six times longer to pay for an item there than it did to find it. I've avoided shopping at that CVS for this reason. Now that I can help myself, it's easy to sidestep those slow-motion employees who wasted so much of my time. Okay, it did take me a couple tries to master the price-scanning technique but, hey, it ain't rocket science. It is so nice now to check my own merchandise, charge myself the nickel for a bag, then sign the credit-charge voucher or collect my change and be quickly out the door.