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I worked in the HQ for one of these big American retailers. All in all, the product and customer experience teams know that customers hate this but execs keep siding with the bean counters over the customer.
If you want to stick it to them, just keep placing online pickup orders. Many places don’t have service fees for pickup, and it forces the retailer to hire employees to run around the store and parking lot.
Retail stores are not designed like an Amazon warehouse. Fulfilling an online order with your own employees is clunky and inefficient. Also, people who buy online tend to make less impulse purchases than when they’re inside of a Target or Walmart.
So, all in all, pick up orders cost the company more, make them less money, and force them to hire back the people they replaced with self checkout machines.
Bean counters = investors represented by the board
Rank and file accountants that often are associated with this term don't give a shit.
That's funny because the grocery I work for is pushing hard on online orders. They love it. The only logic I've heard so far is that online orders are a "guaranteed sale", whatever that's supposed to mean.
They literally tell us to set product aside and not put it on the shelf so we can sell it online instead. They are valuing online shoppers way over in store shoppers.
I work on the customer side at a retailer. The front end always replaced by machines. In fact we've never stopped hiring for cashiers.
I get so sick of the, "I should get a discount since I'm checking myself out." you are, fool. If we increased the pay so much to actually get people in the store to be cashiers, your prices would skyrocket.
"I refuse to go to self checkout because I don't want them to replace the cashiers" fine. Wait in line and stop complaining. It's easier to station a few people covering 10 registers than 3 people to 3 registers.
For the record, I don't make the budget. I'd hire at higher wages anyways. We pay relatively competitively for the area.