Bob Lefsetz has voiced his categorical opposition to self-checkout systems, particularly at Costco. He argues that customers are already doing a significant amount of work when shopping.
Lefsetz points out that the self-checkout machines are designed to be theft-avoidant, which complicates the process for shoppers. This added complexity can lead to frustration as customers must adhere to specific routines.
His critique raises important questions about the balance between efficiency and customer experience in retail settings.