WASHINGTON — In a bid to tackle long checkout lines, Costco is piloting a new initiative known as the “automated pay station” in various locations. This initiative was highlighted during an earnings call last month by Costco CEO and President Ron Vachris, who explained that the company is experimenting with this technology to enhance customer experience.

Vachris elaborated on March 5, stating, “Our emphasis on improving the member experience both in-store and online is evident as we progress with our strategic plans. By integrating mobile wallet advancements, enabling pharmacy pay ahead, and deploying employee pre-scan technology, we’ve seen notable gains in checkout efficiency and staff productivity.”

He further revealed, “The introduction of automated pay stations is part of this effort, allowing members to complete transactions for pre-scanned orders in roughly 8 seconds. Initial feedback indicates this is easing traffic flow, and the response from our members has been overwhelmingly positive.”

This new system was introduced in some Costco stores over the Easter weekend. However, feedback from employees on Reddit suggests that the transition hasn’t been entirely smooth, with some describing the implementation as a “disaster” and noting an increase in wait times despite the new technology.

The feature rolled out in some Costco warehouses during Easter weekend, some employees noted on Reddit. The transition was not quite as seamless as promised, with employees calling it a “disaster’ and complaining that lines are worse after the new pre-scan checkouts. 

“That’s the setup we have just implemented and it’s awful. We don’t have two people for it, though. It’s very slow and unnecessary,” one user wrote. 

Some customers offered mixed reviews on Reddit about the new checkout system, with some saying it saves time while others feel it has contributed to confusion among customers. 

Costco operates 640 warehouses across the United States.