Walmart’s crackdown on shoplifting at self-checkout counters has resulted in a surge of “hostile” encounters between employees and shoppers, according to a report. The retail giant has equipped its workers with anti-theft technology handheld devices to track purchases at self-checkout registers, as revealed by an Insider report.
However, employees claim they haven’t received adequate training to handle confrontations with shoplifters. Many customers have become aggressive or thrown objects at employees when confronted for not scanning all their purchases, as reported by Insider.
One Walmart employee in Illinois told Insider, “It’s really uncomfortable, and it becomes, like, a safety issue.”
When employees suspect a customer hasn’t scanned an item, they are instructed to disable the register, leaving the customer with no choice but to seek assistance. A former employee highlighted these procedures in a TikTok video.
According to the video, employees are then told to pretend there is an issue with the machine and direct the customer to an aisle where a cashier will assist them.
As a deterrent, Walmart has installed large video screens in the self-checkout aisle to capture instances where customers place items in bags without scanning them.
Although employees are instructed not to accuse customers of stealing and to call a manager, the presence of the anti-theft technology makes the situation more confrontational. As an employee shared with Insider, “The evidence is right there,” visible to customers.
Customers often act defensively when approached, according to the same employee.
Another employee added, “Mostly those who are trying to scam the register are the ones who get upset the most.”
Retailers across the country are grappling with in-store theft, leading major chains to close stores in heavily affected areas. Target recently announced the closure of nine stores in major cities, citing theft and employee safety as primary reasons.
In a statement, Target stated, “We cannot continue operating these stores because theft and organized retail crime are threatening the safety of our team and guests, and contributing to unsustainable business performance.”
Walmart has also closed some stores this year, but it has not directly attributed the closures to theft, stating that they are instead “underperforming.”
Earlier this year, Walmart CEO Doug McMillon acknowledged that theft rates were higher than historical levels.
Last month, arsonists set fire to an Atlanta Walmart store, resulting in its closure. The company has announced plans to reopen the store with a new police “workspace” inside.
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