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Retailer Adds Self-Checkouts in Changing Rooms

UK’s Marks & Spencer says service means shoppers won’t have to stand in line twice

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A Marks & Spencer Store in London. Photo: Nigel Harris/iStock by Getty Images

Clothing and food retailer Marks & Spencer (London) said it is planning to have self-service checkouts installed in the changing areas in more than 100 of its stores by early 2028, Britain’s The Telegraph newspaper reports. The changing-room checkouts have already been added in 28 recently refurbished M&S stores, including its recently opened flagship location in Leicester’s Fosse Park.

“This is all about choice,” Sacha Berendji, M&S’s Operations Director told the Telegraph. “If you want to be served by a colleague, that’s absolutely OK and you always can be. But if people want to serve themselves, they can do that instead.”

The changes are part of a wider overhaul of M&S’s larger stores, which include its ranges of clothing, home and food good, as well as its individual food halls. The technology will be installed across its entire store fleet of just over 1000 stores once it has finished that broader revamp.

The installations come despite warnings from M&S’s chairman Archie Norman that theft amongst middle-class customers was “creeping in” because of faulty self-checkouts, the Telegraph‘s report noted. To counter such concerns, Berendji said M&S would have staff “hosting” changing room areas to make sure customers did not leave without paying.

As of September, M&S had 1058 stores in the UK and 430 more internationally (but none in the U.S.), retail tracker Statista reports.

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