We have it, and it's AWFUL. It's called iGS or Integrated Guest Services. Everything is sorted into three tiered carts (like the bins used to be) for different areas of the store. At first we were told we were a test run for ULV stores and/or Canada. Last week, my STL told me it's a permanent thing and all stores will have it.
It's horrible, because people end up having to wait to do their returns while others are unloading their huge carts of merchandise. During the day, we only have one actual GSTM, and they get backed up pretty quickly. I try to help from photo when I can, but a lot of times it's difficult. We also get LOADS and LOADS of people who either try to return stuff at the photo lab (to which we politely point them to the lanes) or they stand at the old service desk and ask if we're doing returns today. (They often go past the giant signs that tell them that guest services has moved to lanes 1, 2, and 3.) The old service desk is mostly a place for equipment and never has the lights on. I don't know what annoys me more. We're definitely not an ULV store, so it's been hell for us.
What also irritates most of us is our ETL-GE has a cow whenever we have anything on the counter behind the first lane. Sometimes we're in the middle of rewrap or defecting things, and we have to ring someone up. We have to leave it there. What else are we supposed to do? Also, it's very difficult to answer guest questions on the phone because there's no direct phone line to the new GS. Often the GSTL gets stuck answering those questions. One time we got talked to about even having a cordless up there.
My store is also remodeling, so three tiered carts get to be a precious commodity. Last Wednesday I closed and we ran out of them...I didn't want to use regular carts, but our GSTL said it was okay. Oy, what a mess. Luckily (kind of), our system went down all day Thursday, so instocks and price change worked out all the reshop and got some carts back.
The "good" thing is (if you call this good) is the majority of guests hate it too. I've heard many complaints from people who just want to make a payment on their redcard. Our surveys have lots of comments about how horrible it is. Sorry, guests, it's permanent now...get used to it.