Dunelm Expands Self-Checkouts to 100 More Stores Dividing Shoppers

• Dunelm to expand self-checkout systems to 100 stores by 2026, sparking mixed reactions from customers.
• The retailer claims customer feedback has been positive, highlighting convenience and speed.
• Some shoppers are vocally opposed, citing concerns over job cuts and malfunctioning systems.
• Despite divisive views, other stores like Sainsbury's and Primark are also embracing self-service checkouts.

Dunelm, the popular homeware retailer, has unveiled plans to expand its self-checkout systems to over 100 of its UK stores by the end of 2026. The move comes after a successful 12-month trial period, which the company says garnered positive feedback from shoppers who appreciated the speed and convenience of the new tills.

A Dunelm spokesperson commented, "We have been trialling assisted self-service tills in a number of our stores over the past year, receiving some very good feedback from customers who have welcomed the ease, speed and convenience of this option. As a result, we will be rolling out to more stores in our estate in the future. We continue to offer regular tills across all our stores should customers prefer this option."

However, not all customers are thrilled with the idea. Several shoppers have expressed frustration, with one local Taunton customer declaring, “I will not be using them! I very much disagree with upper management’s underhand way of getting rid of staff so they can pocket more money.” Another shopper echoed this sentiment, saying they "hate" self-service tills and preferred traditional checkouts.

The backlash follows a broader conversation on self-checkouts, with some retailers opting to scale back their use. Booths supermarkets, for example, recently removed self-checkouts after reports indicated improved customer satisfaction. Meanwhile, Asda is investing £30 million to bolster staffing at tills, in a bid to enhance the in-store experience.

Despite this, other retailers continue to invest in self-checkout technology. Sainsbury's is currently testing a large hybrid self-scan till, while Primark and Zara have introduced self-checkouts in select stores.

Dunelm has yet to release a full list of stores set to receive the self-checkouts, leaving many customers wondering where they will next encounter the systems.

Neutral Quote:

Tom Church, Co-Founder of LatestDeals.co.uk, the discount code platform, said, “While self-checkouts offer convenience for some, the move is clearly polarizing shoppers. As more retailers embrace this technology, it will be interesting to see how the balance between customer experience and job security unfolds.”