It’s not the interaction, it’s the impediment. It’s not the people, it’s the process that has gone from a minor bump to a full stop and line. I never complained about the people doing their work.
It’s no longer “can I see your membership card” as I stroll in. It’s wait in line to scan it. Something that I also have to do to actually make a purchase, since it is, you know, a membership store. And it can be a line because they have two scanners and two people sitting there watching each one. It was far faster with the flash my cc and walk in.
Ditto on walking out. They have two, and a very narrow chute to walk through… and this is consistent at multiple stores, both ones that have been there for a long time, and ones that were built just in very recent years. I’ve counted 15 people per line, and no more space to even add a third checker.
No, I don’t appreciate being treated like a criminal (essentially you’re guilty of theft and cannot leave until being proven innocent by the checker). Especially when stores aren’t really serious about stopping theft by taking it out on criminals, instead just inconveniencing the rest of the public immensely. That’s not just Costco, certainly, but I can leave a Walmart or target or supermarket at the speed of my choosing without being stuck in a two care wide chute with 30 people waiting on two to validate the number of items in a cart matches what is said on a receipt. I’m not free to leave, and my movement is impeded by people and design.
That said, I do appreciate efforts at loss prevention, especially if they result in lower prices. But that’s the rub… I won’t say that Costco is genuinely lower price than anyplace else for most things besides gas. I bought a new MacBook Pro. I bought it at Costco because the price considering the credit card rebate was better. Without that, have had the same price in the end at apple or Best Buy or even some of the deals in the chase portal. Is Kirkland generic motor oil truly better than super tech? I got a Napa battery cheaper than a Costco interstate. Tires and gas, and a few other large bulk items are really the only reason to shop there.
I don’t think it’s that some stores aren’t run worse. I’ve seen the same issues in stores in NJ, DE, VA, FL, and NV. I do think the growth and popularity is part of it. There are times where there are no parking spots in the lot at my closest one, and the one by my brother much farther north in the state. And these were purpose built Costco locations, with the same self-implemented issues… Two scanners for entry, two checkers for exit, both funnels and choke points. The issue isn’t their policy to check credentials, or their people. It’s the compounded impedances that have just gotten worse in the last few years as compared to before that. And because I don’t like it, I vote with my wallet, so I get gas (also only at certain times because the lines are so long), tires (which can be handled almost entirely online), and buy most everything else elsewhere unless there is compelling benefit. Indeed, vote with my wallet unless their existence serves me.