Kohl's Self-Checkout Expansion and Its Impact on Shoppers in 2025

Laura

·August 24, 2025

·8 min read

Kohl’s self-checkout expansion will give shoppers more convenience and speed in 2025. The company plans to add self-checkout to 350 stores and offer nationwide self-pickup service. Customers will see faster checkout and more control over their experience. Many retailers face declining sales and store closures, which pushes them to innovate. Kohl’s uses self-checkout to improve customer experience and meet new shopper needs. Some customers like the service, but others report mixed feelings about technology and assistance.

Recent retail trends show that retailers, including Kohl’s, closed many stores to focus on better customer service and digital solutions. This expansion aims to balance customer needs, innovation, and operational challenges.

Key Takeaways

Kohl's will add self-checkout kiosks to 350 stores, giving shoppers faster and more convenient checkout options.
The self-pickup service lets customers quickly collect online orders without waiting in line, improving shopping speed.
Self-checkout offers shoppers more control and independence, making the checkout process feel modern and flexible.
Some shoppers face technology problems and need staff help, so Kohl's keeps employees nearby to assist and improve service.
Kohl's plans to use new technology and smaller stores to make shopping easier and stay competitive in the future.

Self-Checkout Expansion

More Stores, More Options

Kohl’s self-checkout expansion brings self-checkout kiosks to 350 more stores across the country. This move gives customers more choices for how they want to complete their checkout. With more self-checkout stations and self-service registers, shoppers can skip long lines and finish their purchases faster. The company wants to make the checkout process smoother and more efficient for everyone.

Customers now find self-checkout kiosks in many locations, making it easier to shop at their own pace.
Self-checkout stations help reduce congestion at traditional lanes, especially during busy times.
Staff members remain available to help if customers need assistance with the checkout process.

Studies show that self-checkout lanes can make the wait feel shorter for customers. When self-checkout technology works well and staff support is present, the checkout experience improves. Customers appreciate the speed and autonomy that self-checkout offers.

Self-Pickup Service

Kohl’s also expands its self-pickup service to stores nationwide. This service lets customers pick up online orders quickly, often within two hours. They can scan a code and collect their items without waiting in line or talking to store associates. The company adds more drive-up parking spots and special in-store pickup areas to make the process even easier.

Kohl’s uses its large network of stores to blend online and in-person shopping. This approach helps customers get what they need with less hassle.

The self-pickup service focuses on convenience and speed. It meets customer demand for fast, easy shopping, especially during busy seasons. Behind the scenes, Kohl’s upgrades its technology and fulfillment centers to process orders faster. The expansion of self-checkout and self-pickup supports Kohl’s goal to improve the customer experience, boost loyalty, and keep up with changing shopping habits. Automation and digital tools help the company stay efficient and meet wage pressures.

Shoppers’ Experience

Convenience and Speed

Shoppers at Kohl’s often notice the speed and convenience that self-checkout brings to their shopping journey. Many customers find that using self-checkout for small baskets or just a few items saves them 10-15 minutes compared to traditional checkout lanes. This faster checkout process helps shoppers avoid long lines, especially during busy times. The self-pickup service also adds to the convenience. Customers describe it as simple and quick, allowing them to skip waiting and collect online orders efficiently. When the checkout process is straightforward, shoppers feel more in control and satisfied with their overall customer experience.

Experts point out that combining self-pickup with the Kohl’s app and loyalty programs creates a competitive edge. This blend of digital tools and in-store options improves the shopping experience for many customers.

Autonomy at Checkout

Self-checkout gives shoppers more autonomy during their shopping experience. They can scan and pay for items at their own pace, which makes the checkout process feel more personal. Some shoppers appreciate having control over their transactions, especially when they want to move quickly or handle purchases privately. Experienced users often become more efficient with self-checkout over time, embracing the technology as part of their regular shopping routine. This sense of autonomy can make the consumer experience feel more modern and flexible.

Shoppers who value independence often choose self-checkout for its control and speed.
The perception of speed sometimes feels greater than the actual time saved, as shoppers enjoy managing their own checkout process.

Mixed Perceptions

Not all shoppers have the same self-checkout experience. Some report frustrations with technology glitches, such as weight sensor errors or trouble scanning certain items. These issues can slow down the checkout process and require staff assistance. When staff members are not present in the self-checkout area, customers may feel stuck, especially if an item lacks a price tag or the system cannot find their account. This lack of support can lower satisfaction and raise concerns about security and theft.

Many customers believe that self-checkout aims to reduce employee costs rather than improve the shopping experience. This perception affects how they view the service and the overall consumer experience. Still, shoppers who use self-pickup often share positive feedback, calling it effective and easy to use. Kohl’s continues to respond by upgrading technology, adding more staff support, and improving customer service at self-checkout stations. These efforts help balance the needs of different shoppers and enhance the overall customer experience.

Self-Checkout Challenges

Technology Issues

Many shoppers face problems with checkout machines at Kohl’s. Common issues include machines not working, slow response times, and frequent alerts like “unexpected item.” Shoppers also report trouble scanning barcodes and missing price tags. Sometimes, the system cannot find a customer’s account. When staff members are not nearby, these problems can cause frustration and make shoppers avoid self-checkout.

Machines not working properly
Slow checkout process
Frequent “unexpected item” alerts
Barcode scanning problems
Missing price tags or account errors
Lack of staff assistance

A recent survey found that 67% of shoppers had a failure at a self-checkout lane. Many shoppers made mistakes scanning items, and errors often slowed down the checkout process. These technology issues can make the checkout experience less enjoyable.

Security and Theft

Unstaffed self-checkout stations raise concerns about theft. Some shoppers worry that people may leave without paying for items. Retailers like Kohl’s use cameras and sensors to watch for theft, but these tools do not always stop the problem. When staff members are not present, shoppers may feel less secure. Retail stores must balance convenience with security to protect both shoppers and the business.

Retailers continue to improve security by adding more staff support and better technology at checkout areas.

Accessibility

Kohl’s works to make checkout easier for everyone. The Kohl’s app brings together offers, rewards, and payment options in one place. Shoppers scan a single QR code at checkout, which makes the process simple and fast. This approach helps shoppers who want fewer steps during checkout.

Retailer	Self-Checkout Accessibility Approach
Kohl's	App combines offers, rewards, and payment into one QR code; self-pickup and self-returns start on phone; special pickup areas save time.
Best Buy	Mobile app for scanning and buying in-store; contactless payments; digital exit confirmation.
CVS & 7-Eleven	QR codes and contactless payments; do not combine rewards and payment or offer self-pickup/returns like Kohl’s.

Kohl’s stands out among retailers by using automation and digital tools to improve accessibility and customer service. This focus helps more people use self-checkout technology with ease.

Expansion Impact

Staffing Changes

Kohl’s expansion of self-checkout technology changes the way stores use staff. Employees now spend less time at traditional checkout lanes and more time helping customers with self-checkout machines. Some workers shift to roles that support online order pickup or help with store organization. This shift matches a larger trend in retail, where automation and digital tools change job duties. Many retailers train staff to solve checkout problems and guide shoppers using new technology. These changes help stores run smoothly and keep shoppers happy.

Store Closures

Kohl’s has closed several stores in the past two years. The company announced plans to close 27 underperforming stores and a fulfillment center before April 2025. These closures do not connect directly to the expansion of self-checkout technology. Instead, they reflect a strategy to focus on stronger locations and improve the shopping experience in remaining stores. Retail experts say these closures respond to underperformance, not as a solution for checkout improvements.

State	Number of Kohl's Stores Closing	Notes
Alabama	1	Spanish Fort location
Arkansas	1	Little Rock West location
California	9	Multiple locations including San Diego, Encinitas, Fremont, Mountain View, Napa, Pleasanton, Sacramento, San Rafael, San Luis Obispo, Westchester
Total Known	11	Partial list from the article

Retail analyst Neil Saunders explains that these closures are part of a broader trend in retail. He notes that department stores downsize to improve performance and focus on better customer service.

Future Innovations

Kohl’s plans several improvements for self-checkout technology in 2025 and beyond. The company will expand omnichannel services, such as self-checkout and self-return options. Data science and third-party data will help improve the customer experience and store operations. Kohl’s also remodels stores and opens smaller, technology-focused locations. These changes match trends in retail, where retailers use advanced wireless networks and mobile checkout systems. Many retailers, including Target and Walmart, now use AI tools to make checkout faster and more personal. Kohl’s approach fits with the move toward digital and efficient retail operations.

Omnichannel checkout and self-return options
Data-driven improvements for customer service
Smaller, technology-intensive store formats

Shoppers can expect more automation and digital tools in stores. These improvements will make checkout easier and help Kohl’s stay competitive in the changing retail world.

Kohl’s self-checkout expansion in 2025 gives customers more control and convenience during checkout. Customers enjoy faster checkout for small purchases and improved service, but technology issues and the need for staff assistance remain. Shoppers benefit from accurate barcode scans and a smoother experience, though large orders can slow the process. To get the most from self-pickup service, customers should follow store instructions, use their mobile device for order codes, and ask for help if needed. Customer service and future technology will continue to shape the checkout experience for all shoppers.

FAQ

What stores will offer Kohl’s self-checkout in 2025?

Kohl’s plans to add self-checkout kiosks to 350 stores across the United States. Shoppers can find these stations in most major cities and many suburban locations.

Tip: Check Kohl’s store locator online for the latest updates.

How does Kohl’s self-pickup service work?

Shoppers order online and receive a pickup code. They scan the code at a special area in the store or use drive-up parking spots. Staff help if needed.

Fast pickup
No waiting in line

Can shoppers still use traditional checkout lanes?

Yes, Kohl’s keeps staffed checkout lanes in all stores. Shoppers choose between self-checkout and traditional lanes based on their preference.

Checkout Type	Staffed	Self-Service
Traditional Lane	✅	❌
Self-Checkout	❌	✅

What should shoppers do if self-checkout machines have problems?

Shoppers can ask a nearby staff member for help. Staff fix machine errors and answer questions. Kohl’s trains employees to support customers at self-checkout stations.

Note: Staff help keeps the checkout process smooth and stress-free.