Frustrations Mount with Spryfield Self-Checkout
HALIFAX — As computer technology continues to advance, the world can feel a lot less personal. Whether it’s something as cutting-edge as AI software or the newest mobile phone, we are given more opportunities to opt out of daily social interactions.
This is also true when you’re shopping for basic needs. The pandemic has ramped up people’s comfort with ordering online and contactless transactions. A perfect example is shopping at large grocery or retail chains, where self-checkout machines have an ever-growing presence.
But a recent incident in Spryfield has shown that there is still a lot of discomfort, and even frustration, with corporations’ increasing reliance on self-checkouts.
A few days ago, a shopper had a bad experience at the Spryfield Dollarama. After she posted about it on social media, her story spawned hundreds of passionate replies.
“My kiddo and I stopped into the Dollarama this afternoon to grab a bunch of supplies,” someone who identifies as Christine Jeffrey on Facebook wrote. “We had quite a few things, and when we got to the checkout, there wasn’t a single cashier – only self-checkouts available. One worker was standing by the self-checkouts, just standing there doing nothing – only being present in case anyone needed help. I asked if all the regular checkouts were closed, and she said other staff members were out on the floor.“
Jeffery went on to explain that there was an older woman at one of the self-checkouts struggling with the machine as well and didn’t receive any help.
Huddle reached the manager of the Dollarama by phone. He said he was aware of the social media firestorm but couldn’t comment.
On Facebook, many shared experiences similar to Jeffery’s, while others said they had great customer service at the Dollarama. One person asked for everyone to be kind when experiencing discomfort with self-checkout, saying not to take it out of the staff.
“I do know that they have an employee there at all times to help anyone that needs it. Also a backup for cash when it gets busy. I’m not sure what happened yesterday as to why nobody was there to help out. I get it that people get frustrated but please don’t take it out on the employees. I was in there one day and a guy yelled at my daughter.”
Halifax resident Shaun Clark has argued self check-outs are inaccessible for many people with disabilities. Clark is visually impaired, which has caused stress when no cashiers were available to ring him in.
“I’ve gone to a store where there’s been no [cashier] and there was one person to help people at self-checkout. I had to get that person to help me with my card and give them all the information. I got lucky that nothing happened. But there was no control of my own life in this situation, my own percentage. I did not get a say on how I add my shopping experience,” he says.
Clark argues that, based on provincial data, there should be at least one cashier available per three machines. That’s because about 30 per cent of Nova Scotians identify as having a disability, the highest percentage in Canada. Clark does concede, however, that self-checkout is helpful, and preferable, for certain people.
“There are people I know who have social anxiety, who find them much easier to handle than going to a cashier,” he said.
Spryfield Business Commission steps in
Recent complaints about local self-checkouts have caught Bruce Holland’s attention. The executive director of the Spryfield Business Commission spoke to Dollarama management a few weeks ago after hearing concerns from senior citizens.
“It’s a combination of unfamiliarity, and maybe there’s accessibility issues,” said Holland. “People may or may not be comfortable with them. They may have particular ailments that prevent them from being using them, like a cataract.”
Holland wanted clarification on Dollarama’s policy regarding cashiers and self-checkout. He claims he was told that there’s supposed to be a cashier on duty for anyone not wanting to use the self-checkout machines.
After the latest round of Facebook chatter, Holland had a 40-minute discussion with the manager on site. Holland said the meeting was positive and the Dollarama manager encouraged shoppers to talk to him if they have any issues.
“The main message he gave me was about communication,” Holland explained in a phone interview. “If people have any difficulty, or if the staff doesn’t seem to want to open the checkout, that they should ask for him. As for the manager, he thinks that it’s a communication issue, and he would like to resolve that.”
Holland also said he witnessed staff assisting customers and providing good service while he was at the store.
Holland said he doesn’t think it’s a smart idea for stores to go 100 per cent self-checkout and have no cashiers available. He believes there will be certain shoppers who will always want that human touch.
“I think businesses do it at their own peril because people have choices. They don’t have to go to that particular store. So, you do it at your own peril. If you don’t provide good customer service, chances are you may not have the customer.”
Derek Montague is a Huddle reporter in Halifax. Send him your feedback and story ideas: [email protected].