M&S brings in big change to self-checkouts which shoppers say is 'kiss of death'

Marks and Spencer has rolled out a huge conveyor belt checkout change at stores across the UK – and it will divide people. M&S' new self-service devices are as big as traditional manned checkouts and include a conveyor belt alongside space to fit a trolley.

Shoppers in M&S's London Colney branch have been able to use the technology since 2022 and its branch in Shoreham has also been fitted with six of the larger self-checkouts. On Twitter/X, shoppers have been reacting to the shake up.

One said: "I always head for a human [when shopping], but it’s getting harder to find one, and I’m the kiss of death on self-service." A second said: "Looks like I won't be shopping in M&S anymore if I have to do the work myself."

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Another said: "Personally, I always use self-checkout as I only ever shop for myself and therefore only small amounts." An M&S spokesperson previously said: "We help our customers shop when, where, and how they want by providing a choice of manned checkouts and self-service tills,"

"We always have a colleague on hand to help customers with their shopping." It comes as businesses are hit with higher national insurance rates following the Budget. Stuart Machin, chief executive of M&S, said the group intends to do “everything we can” to avoid passing on the extra costs to customers, but conceded that there will be challenges ahead.

Mr Machin said: “We’ll do everything we can to make sure that cost is not passed on to consumers. It’s not easy but that’s our ambition.” M&S said: “During the first half of the year, cost inflation has continued to be elevated, running well ahead of price inflation and the consumer environment has been uncertain. Despite this, the business has traded well, growing volume and value market share. As we enter the second half, we expect this backdrop to persist.”