CVS, the largest chain of drugstores, recently found itself in hot water for its new anti-theft policies. To stop rising thefts, most items are now under glass cases or plastic coverings. But these measures seem to be angering customers more than enhancing the store’s business.
Organized shoplifting on the surge at pharmacies
Organized shoplifting has surged in recent years at CVS and other pharmacies, especially in large American cities. Thieves in gangs, occasionally with large groups of teenagers, have repeatedly struck the stores.
For example, in Washington, D.C.’s Columbia Heights neighborhood, a gang of approximately 45 schoolchildren was reported to steal food and drinks during the course of 2023 regularly. They would make a mess, with food being spilled on the ground and store property being damaged.
Locking up products: A solution that hurts business?
To deter such shopliftings, CVS began encasing most of the items in plastic or glass containers. Shoppers must press a button and ask an employee to unlock the cases if they want to buy something.
But this new set-up has changed the way people shop, and for the worse. A Washington Post columnist, Matt Bai, grumbled about these changes.
Customers feel unwelcome and distrusted
Bai clarified that it used to be convenient and easy to go to CVS. Now, with so many products behind locks, it is more of a museum visit than a shopping experience. He described how he has to wait for employees to open the items and how it is awkward being watched while deciding to make purchases.
He also explained that it has become awkward to return unused merchandise since cashiers tend to ask if the customer is honest about having used the product or not.
The effect on customer experience and sales
Fewer than one in three customers of CVS are willing to wait once they learn their desires are beyond reach, a recent poll discovered. This is a tremendous problem for CVS since so many customers prefer online shopping where products are easily browsable and generally less expensive.
Bai suggested CVS emphasize what it does differently in its brick-and-mortar stores, enabling shoppers to browse and discover new products without limit.
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CVS responds back to the criticism
When questioned about such issues, CVS spokeswoman Amy Thibault said that theft is a problem with all retailers. She explained that it is inconvenient to lock things up but sometimes necessary in order to have products on the market for consumers.
Thibault continued to say that whether or not to lock things is a choice based on data about theft risk, and it’s a last-resort measure after using other forms of protection.
The columnist recommended that CVS should consider adding more investment in security guards and sales associates to protect products but not at the expense of a warm shopping environment. It would allow shoppers to enjoy shopping without being watched or impeded.
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