Retailers address customer complaints regarding self-service checkouts

Customers at major Polish discount retailers, including Lidl and Biedronka, have reported difficulties accessing traditional staffed checkout counters. Reports indicate that shoppers, particularly during early morning and late evening hours, are sometimes directed to self-service kiosks even when requesting assistance from a cashier.

In response to these concerns, major retail chains have clarified their policies. Lidl stated that the use of self-service checkouts is voluntary and that traditional registers are opened upon customer request, describing reported instances of forced self-service as incidental. Similarly, Biedronka maintains that customers still have the option to use traditional service.

Other retailers, such as Netto and Carrefour, were also consulted regarding the evolving role of checkout stations. While the increasing popularity of self-service technology is altering store layouts and organization, the retailers emphasize that traditional service remains an available option for those who prefer human interaction.