Sam's Club is embarking on a significant transformation across its stores nationwide, eliminating traditional checkout lanes and self-checkout kiosks in favor of an innovative "Scan & Go" technology that allows customers to scan items as they shop and pay directly through their smartphones. This shift aims to redefine the retail experience and set a new standard in the industry.
According to a report from Newsweek, the retail warehouse chain plans to roll out this new system as part of a broader effort to modernize its operations. The initiative follows a successful trial at the Grapevine, Texas location, which reopened in October 2024 with a host of high-tech features designed to enhance the shopping experience.
Sam's Club Chief Product Officer Todd Garner stated, "This club in particular is actually helping us move much faster with much more impactful innovation." The Grapevine store has integrated advanced technologies such as AI and computer vision to manage inventory and ensure shelves are stocked efficiently. Additionally, the store features automatic floor cleaners, a vertical tire carousel, and even a robot that makes pizzas in the cafe.
Garner emphasized that these upgrades facilitate smoother operations, allowing staff to focus more on member services. "We can do our jobs faster," he told the Dallas Morning News. "We can get the goods out to the floor quicker, and we can focus our time on the members." This commitment to enhancing the customer experience is at the heart of Sam's Club's modernization strategy.
In a statement, Sam's Club outlined its goal to double both membership and profits over the next decade. The company operates around 600 stores across the United States, including two locations in Springfield, Missouri. The planned renovations will not only modernize the shopping experience but also update the stores' exteriors to reflect a new logo and light blue color scheme.
As part of this transition, receipt checkers will be phased out, with AI technology verifying purchases as customers exit. This change has sparked mixed reactions among shoppers. Grant Grisham, a member from Corpus Christi, expressed concern for older customers who may struggle with the new technology, saying, "That's probably the biggest concern, really. Older people are not really up to date on modern technology." Another shopper, Ivan Rodriguez, suggested a hybrid model, stating, "I think it will be better to have a mix."
Experts in business analytics, like Dr. Nikki Changchit from Texas A&M University-Corpus Christi, believe that while this shift may not lead to job losses, it will require a reallocation of employee roles to support customers in adapting to the new technology. Dr. Changchit stressed the importance of training staff to assist customers with the transition. "I think it is very important to educate and train employees so that they can also help the customer adapting to these technologies," she noted.
Computer science professor Dr. Lewis Heuermann elaborated on the technology behind the new system, explaining that the AI uses computer vision to identify items at checkout. "A banana looks like a banana, a Coke can looks like a Coke can... it’ll recognize it and charge you for that," he explained. This level of automation is part of a larger trend in retail aimed at improving efficiency and customer satisfaction.
As Sam's Club prepares for these sweeping changes, the company has not yet provided a specific timeline for when the new system will be fully implemented across all locations. However, construction materials have already been delivered to the Springfield site on W. El Camino Alto, where renovations are expected to begin shortly.
In addition to the elimination of checkout registers, Sam's Club is also introducing features such as an omnichannel showroom, dubbed "the dance floor," which will allow customers to interact with products in a more engaging way. The revamped store will enable shoppers to explore online exclusives and ship purchases directly to their homes.
Chris Nicholas, President and CEO of Sam's Club, expressed enthusiasm about the new format, stating, "The new format will ensure a seamless, elevated experience." He reassured customers that the changes would not result in staffing cuts; instead, employees currently working at registers will be reassigned to other roles within the store to enhance customer service.
As the retail landscape continues to evolve, Sam's Club is positioning itself at the forefront of innovation. With plans to open 30 new stores and a focus on doubling sales and profits in the next eight to ten years, the company aims to become the world's leading club retailer. The Grapevine location has already set a precedent for what customers can expect from future Sam's Club experiences.
While some shoppers are excited about the frictionless shopping experience that the new technology promises, others remain apprehensive about the transition. As the company moves forward with its plans, it will be crucial for Sam's Club to address these concerns and ensure that all customers, regardless of their comfort level with technology, feel supported throughout the process.
The future of shopping at Sam's Club looks bright, but it will require careful implementation and ongoing support for customers as they adapt to these significant changes.
