After Dwayne Ouelette took over the Canadian Tire in North Bay, Ont., last year, he decided to buck the trend and ditch the store’s four self-checkout machines — which had been there for a decade.

“I’m not comfortable using them and I don’t think some of my customers are comfortable [either],” said Ouelette, who removed the machines in July and replaced them with cashiers.

“I’d rather my customers see my cashiers and if there’s any questions or concerns, at least there’s somebody they can talk to.”

When self-checkouts began their rise to prominence about a decade ago, they were seen as a way for retailers to cut labour costs and speed up the checkout process.

Soon, the machines outnumbered cashiers in many stores. But now, some big-box stores that previously embraced self-checkout have backtracked, and re-embraced an all-cashier, full-service format.

Along with North Bay, a Canadian Tire in Mississauga, Ont., recently ditched its machines.

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CBC News
November 22, 2023