Customers Question New Kohl’s Checkout in Wappingers

This is another one of those 'you know you're an adult when...' type of situations. Something that wouldn't make you think twice unless you've hit a certain age. A recent visit to pick up an online order from a popular Hudson Valley store turned into something I didn't expect, and it has everything to do with the new checkout structure.

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The In-Store Shopping Experience Has Changed

A great deal has changed over the past several when it comes to shopping, especially as a result of COVID restrictions and the aftermath of changing policies and procedures. While online shopping and in-store pickup isn't a new idea, the processes have certainly changed over the past few years, with many businesses continuing to offer curbside pickup and contactless in-store pickups.

Kohl's has been modifying their in-store pickup process for quite some time. At my local store, Wappingers, they no longer offer curbside (parking lot) pickup, but have a section of the store dedicated to contactless pickup through an emailed/app based pickup pass for some items, and then others still need to be retrieved at the customer service desk.

The Wappingers store also installed self-checkout registers a little while back, but this weekend when I stopped by to pick up an online order, things looked very different.

What's With The New Checkout Setup at Kohl's?

Upon entering the store midday on a Sunday I was surprised that there wasn't the usual line of customers waiting on an open register or self-checkout station, and when I turned my head to look over towards the registers, noticed some major changes to their setup.

The registers are now all along the back wall of the store, actually right next to the main entrance and exit, and the space where the registers once stood was half blocked off, and half set up with display items. I also noticed that they moved the contactless self-pickup from the customer service area over near the new registers.

The setup, as it was arranged on Sunday, was reminiscent of a T.J. Maxx, Marshalls, or Big Lots store, leading customers through a single file line with displayed items on either side, only eventually ending at both self-checkout and cashier checkout stations.

As my daughter and I exited the store, the topic of conversation of customers heading in and out was about the new setup, and how it would impact the check-out process. There was actually a group of women standing in the parking lot, shopping bags in hand, discussing the changes.

Have you experienced the new checkout in Wappingers or any of the other Hudson Valley locations?