Boots self-service tills prompt complaints

A flagship store in Derry’s Foyleside Shopping Centre has refused to detail what, if any, consultation it undertook before replacing its dedicated staffed tills with self-service checkouts.

In the weeks leading up to Christmas past, Boots removed all of its staffed tills at the exit of its store, a decision which led to customer complaints.

Commenting on social media, one customer  said she hated them as “there’s always a problem” and another said, “two weeks in a row I have had a problem at self-service. Definitely put me off shopping there in future”.

Derry Now twice asked Boots about the decision-making process regarding the introduction of self-service checkouts, mindfully, particularly, of the negative impact it might have for older people and people with disabilities.

On both occasions, Boots declined to say whether or not it, in terms of equitable accessibility, it had consulted with any advocacy groups or charities working with older people or people with any disabilities, who might require help with shopping, before the exclusive introduction of self-service tills.
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Derry Now first became aware of the situation when a member of Boots staff told a customer she was “not allowed” to serve her at the newly installed self-service checkout area.

A Boots spokesperson told Derry Now: “The Boots store in Foyleside has recently introduced eight assisted checkouts to provide more convenient check out options for customers. 

“These checkouts are staffed at all times, with customer advisors on hand to offer assistance. There are also ten manned checkouts within the store.” 

The company declined to answer why all of the previously staffed tills had been removed from the Foyleside store and why it had decided to change giving its customers the option of one or the other. It also failed to say precisely where the "ten manned checkouts within the store" were located. 

Neither did it comment on whether or not it was going to re-introduce staffed tills at the store or had received any complaints about the introduction of exclusively self-service tills. 

An anchor tenant in Foyleside since its opening in September 1995, Boots did not comment on whether or not the move to exclusively self-service tills demonstrates good customer service or a good customer experience at the store - especially in the busy run up to Christmas.

It also remains unclear whether the company has cut staff numbers or hours in the Foyleside store as a result of the introduction of exclusively self-service tills.

Following a subsequent enquiry to Boots for clarification on where exactly in the store customers could find the 10 staffed tills mentioned, a Boots spokesperson said the company had “nothing further to add”.