My Sam’s Club Scan & Go Experience

I became a Sam’s Club member just so I could try the Scan & Go app. The experience was simply wonderful. However, to achieve that wonderful experience, I needed help from a Sales Associate, and a really good Wi-Fi connection in the store.

Help with the App

As soon as I entered the store, a sales associate was eager to help members by raising awareness of the app or assisting with its use. Although I could have managed without her help, she enabled me to get the app running sooner than I could have on my own. Thanks to her for starting my journey in the right direction. Sales associates are heroes!

In-Store Wi-Fi Connection

To have a wonderful experience, you really need to connect to the store’s Guest Wi-Fi network, as my cellular connectivity was not the best and the experience would have been suboptimal. I have encountered connectivity challenges in other warehouses as well.

The question is, are consumers willing to take the additional step to connect to the guest Wi-Fi network?

?User Interface

The app’s user interface was fantastic – very intuitive, and easy to use. Most of my scans were successful on the first try.

Barcode Items

I realized that if the items in the warehouse have a barcode, the app works great without assistance. There are scenarios where the app needs some help. For instance, the barcode on bagged avocados was damaged, so I had to scan a few different bags until I got a clean scan.

In another scenario, I wanted to pick up a product, but it did not have a barcode, so my options were to go to the customer service for help, or to put the product back on the shelf, and continue my journey.

Checkout

As I was getting ready to check out, I had to count the number of items to ensure I had scanned everything, and that my shopping cart items, and the virtual cart count matched. Sure enough, I had forgotten to scan bananas. The checkout process was amazingly simple. On the app, I selected “checkout,” and my credit card was charged.

Age-Restricted Item

I love how the app flags an age restricted item. The app lets you check out with a prompt that a sales associate will check an ID before exit.

Overall, the experience was just wonderful. I cannot imagine what the next version of Sam’s Club app will look like, hint hint :)... AI for product scans, Age-restricted validation?

#Retail #Checkout #Infrastructure #AI