Sam's Club makes an unexpected decision in the U.S. and you won't like it at all

Sam's Club is transforming the way they operate in more than 600 stores across the United States. One of the most controversial new features is the elimination of traditional checkouts. Instead, the company is betting on a "scan-and-go" model.

This system requires shoppers to use their mobile phones to scan products while they shop. Sam's Club's official app is the tool for recording purchases in real time. Then, customers complete the transaction within the app and go through a scanner as they leave.

The scanner uses artificial intelligence to compare the products in the cart with the digital receipt and make sure everything is paid for. This method aims to speed up the process and reduce manual checks. The intention is for the customer to have a faster and smoother experience.

However, many users aren't happy with this change. A shopper named Sharon Herrera expressed her frustration. She threatened to stop shopping at Sam's Club if this policy is kept. "You'll lose our business before I use MY phone as one of YOUR checkouts!" Herrera said, calling the change "ridiculous."

Another customer also criticized the measure and said she won't use her mobile to scan and pay for products. Herrera replied firmly: "Exactly! We're already doing an unpaid employee's job if we use self-checkout! Enough is enough!"

These opinions reflect a rejection of this approach that shifts tasks previously performed by checkout employees. Meanwhile, the company assures that this measure is part of a "member-centered" approach.

At Walmart's 2025 investor meeting, Sam's Club presented their strategy to reinvent the store model and set a new standard in retail.

Sam's Club: deep renewal

In addition to the change in checkouts, Sam's Club is redesigning their stores. The remodel can already be seen at the store located in Grapevine, Texas, which opened its doors last fall.

This location features a "dance floor" instead of checkouts. It also has an omnichannel room where customers can interact with products, access online exclusives, use Scan & Go, and receive their purchases at home.

The store includes other innovations such as a sushi island, full pharmacy, optical center, hearing centers, vertical tire carousel, automated forklifts, and a robot that prepares pizzas in the café.

Chris Nicholas, CEO of Sam's Club, highlighted that this transformation is "one of the fastest and most scalable in retail today." He added that the company is investing "with intention" in their fleet, employees, and shopping experience to become "the best retail club in the world."

The company has ambitious goals. They want to double the number of members and more than double their sales and profits in the next decade.

While Sam's Club adapts, other competitors are also moving forward. Costco is planning major changes and Walmart has announced seven new features in more than 600 stores.

Although some customers show resistance, Sam's Club trusts these adjustments will be key to their future.