Correct, they didn't. But as long as they go with the flow, it's the consumers that call the shots. Now that there are self-checkouts, many people use them. If people refused to use them, complained to the manager, the CEO would remove those self-checkouts and replace them with cashiers. If he or she doesn't, their competition will.
I'm quite sure there has been plenty of complaints about them. Fact is there are often no other options.
Do you realize how stupid you sound? If you had a store that was competing against a store that was making their customers unhappy, you don't think you would draw their customers away from that store?
The fact is PEOPLE ARE HAPPY with those machines. It gets them out of the store quicker. In my grocery store, they always have more self-checkouts than cashiers, and in most cases, there are no lines (or shorter lines) than at the cashier checkouts.
If everybody quit using those machines, the store would get rid of them.