IKEA checks out of self-service

A stores, by design, are a destination shopping experience. The Swedish-based retail stores draw in customers with modern home furnishings at an affordable price, while their massive store spaces and winding floor plans often keep shoppers inside for an hour or more.

Spending that much time picking out a book case is one thing. Waiting another 20 minutes to pay for it is another. And after a rash of complaints from customers who described just that kind of repeated delay, IKEA stores in the United States are yanking the self-service checkout systems that were causing the back-ups.

While most IKEA stores house a sprawl of checkout lanes, both self and cashier operated, typically the cashier lanes were opened only on peak shopping days. That meant that customers were funneled into a smaller group of self-checkout lanes that became clogged with shoppers trying to operate the system and manage their purchases.

IKEA did not return calls to be interviewed for this story, but company spokesperson Joseph Roth told The Tampa Tribune that the self-checkout system "wasn't as efficient as we originally hoped."

 

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