"VAR" At Tesco Self-Checkouts: Customer Reactions And Concerns

Michael

3 min read

Post on May 29, 2025

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VAR at Tesco Self-Checkouts? Customer Reactions and Concerns Explode

Tesco, the UK's largest supermarket chain, has found itself embroiled in a debate, not over pricing or product availability, but over the unexpected introduction of… a form of "VAR" at its self-checkout kiosks. While not the Video Assistant Referee used in football, this technological “intervention” is causing a stir among shoppers, sparking concerns and a flurry of reactions across social media.

The system, seemingly designed to combat theft, flags discrepancies between scanned items and those placed in the bagging area. This often leads to an automated message requesting a member of staff to intervene, causing delays and, according to many customers, unnecessary embarrassment.

The "VAR" System: How Does It Work (and Why is it Controversial)?

Tesco hasn't publicly detailed the specifics of its new self-checkout technology, leaving many to speculate about its workings. However, customer accounts suggest a weight-sensing system, coupled with image recognition, is employed. If the weight of the items scanned doesn't match the weight of the items bagged, the system triggers an alert. This process, while potentially beneficial for loss prevention, has proven to be frustrating for several reasons:

• False Positives: Many customers report being flagged for discrepancies caused by innocent factors such as overlapping items, slightly damp produce, or even the weight of a shopping bag itself. This leads to unnecessary delays and interactions with staff.
• Privacy Concerns: The use of image recognition raises questions about data privacy and the potential for misuse of captured footage. While Tesco likely adheres to data protection regulations, the lack of transparency surrounding the system fuels anxieties.
• Lack of Transparency: The abrupt implementation and lack of clear communication from Tesco have left many customers feeling unheard and frustrated. A more comprehensive explanation of the system's purpose and function could alleviate some concerns.

Customer Reactions: From Frustration to Outrage

Social media is awash with customer reactions, ranging from mild annoyance to outright outrage. Many express their frustration with the system's frequent false positives and the resulting delays, especially during busy periods. Comments on Tesco's social media pages and various online forums reflect a widespread sense of unease and distrust. Some customers even suggest that the system discourages the use of self-checkouts altogether, driving shoppers towards manned checkouts and potentially increasing queue times.

One Twitter user commented, "Tesco's new self-checkout 'VAR' is a joke! Got flagged for a missing item that was clearly in my bag. Absolute waste of time!"

Another added, "This new system is making me avoid self-checkouts entirely. The constant interruptions and potential for embarrassment are not worth the hassle."

The Future of Self-Checkouts and Customer Trust

The Tesco "VAR" situation highlights a broader issue: the balance between loss prevention and customer experience. While retailers need to protect against theft, the implementation of new technologies must be carefully considered and communicated transparently to avoid alienating shoppers. The negative customer reaction to this system underscores the need for a more human-centered approach to technological advancements in retail. Tesco needs to address these concerns promptly, potentially by refining the technology to reduce false positives, improving communication with customers, and clarifying its data privacy policies. Failure to do so risks damaging customer trust and loyalty.

What are your experiences with self-checkouts? Share your thoughts in the comments below!