Sam's Club shopper cries 'enough already' & threatens to boycott store over 'ridiculous' new 'phone' policy

23/05/2025 16:22

A SAM’S Club member was infuriated by changes at the warehouse club, especially a new policy forcing shoppers to use their phones.

As the beloved retailer begins rolling out the changes to its roughly 600 stores, customers have already voiced their complaints and threatened to bring their business elsewhere.

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Sam’s Club is rolling out several big changes – one of which many members are not happy with[/caption]

Sam’s Club has a number of changes in the works in the coming years as the chain strategizes to improve its business model and operations.

One of the most controversial changes is the company’s plan to eliminate traditional checkout lanes in favor of a scan-and-go model.

The new model will place the responsibility of checkout solely on the customer, requiring them to pull out their phone and use the Sam's Club app to scan their purchases as they shop.

Members then complete their purchase on the app and pass through a scanner as they leave Sam’s Club, which uses advanced technology to verify their purchases.

The exit arches utilize artificial intelligence that scans shopping carts, comparing a customer’s items to their receipt to ensure everything has been paid for.

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Sam’s Club is planning to remove its traditional checkout lanes in favor of a scan-and-go model[/caption]

It reduces the need for receipt checks and is intended to speed up the checkout process.

Although Sam’s Club is optimistic that the change will create a more seamless shopping experience, many members are not pleased.

Shopper Sharon Herrera complained about the switch up, threatening to boycott Sam’s Club.

“They’ll lose our business before I use MY phone as one of THEIR registers!” cried the customer. “This is ridiculous Sam’s Club!”

A fellow member aired her grievances, agreeing that she would likewise ditch Sam’s Club due to the change.

“No way I’m using my phone to scan their merchandise that I then have to pay for with my phone,” she wrote.

“Exactly!” responded Herrera. “Already doing the work of an unpaid employee if you use self-checkout! Enough already!”

SHOPPING SHIFTS

The checkout change is part of Sam's Club’s “member-first approach” that the company outlined at the 2025 Walmart Investment Community Meeting last month.

The warehouse club shared its goal of redefining its store model and setting a new standard in retail.

In addition to eliminating traditional checkout lanes, another notable change is that Sam’s Club will remodel its hundreds of locations with a new layout similar to that of a newly opened warehouse in Grapevine, Texas.

The location, opened last fall, featured the new “dance floor” in place of the registers, an “omnichannel showroom to reimagine the member shopping experience and give members a new way to interact with items,” per a press release.

The new space offers room for customers to explore online exclusives, use Scan & Go to add items to their cart, and ship purchases directly to their doorstep.

Other features of the new Sam’s Club model include a sushi island, full-service pharmacy, optical, and hearing centers, a vertical tire carousel, automated forklifts, and a pizza robot in the cafe.

The beloved retailer hopes the changes will help it to double its membership numbers and more than double its sales and profit across the next decade.

"This is one of the fastest, most scalable transformations happening in retail today," said Sam's Club CEO Chris Nicholas in a statement.

"We're investing with intention – in our fleet, our associates and the member experience – to become the world's best club retailer."

The top boss shared that the changes would help curate a "seamless, elevated experience" for members.

Costco is likewise making a serious change to its stores – and it means members will have access to more items.

Meanwhile, Walmart is rolling out seven major changes to over 600 stores nationwide this month – see how it affects you.