Chloe Zhang
Walgreens has recently come under fire for its decision to place all of its merchandise behind plastic cases or behind the counter. The company has attributed this decision to rising shoplifting rates and organised retail crime, which has resulted in the closure of some of its stores. While some believe that Walgreens may have overreacted to the situation, the company maintains that it is committed to enhancing the shopping experience for its customers. This controversial decision has sparked debates about the role of security in stores and the impact of shoplifting on retail businesses.
| Characteristics | Values |
|---|---|
| Reason | To prevent shoplifting and theft |
| Items locked up | Shampoo, Tide detergent, soap, deodorant, toothpaste, candy, dish detergent, aluminium foil, cigarettes, health and beauty products, over-the-counter medications, contraceptives, liquor, teeth-whitening strips, razor blades, baby formula, eye drops |
| Other measures | Locked doors, shelves that allow only one item to be taken at a time, employee call buttons, banning purses and bags |
| Impact | Irritation for shoppers, frustration for employees, potential reduction in sales |
| Alternative explanations | Lack of data, other factors contributing to perception of shoplifting surge |
| Shoplifting impact | Loss of profits, store closures, higher prices |
| Shoplifting tactics | "Booster bags" (tinfoil-lined shopping bags), "surprise bags" (foldable 20-gallon nylon sacks), custom-tailored vests with hidden pockets, crowbars |
| Shoplifting cost | Rite Aid lost $5 million last quarter in New York City |
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What You'll Learn
Shoplifting and organised retail crime
Shoplifting has evolved over the years, with organised retail crime rings forming to steal products from stores and then resell them on online marketplaces such as Amazon or through illicit channels. These criminals, known as "boosters", employ various tactics to steal merchandise, from using custom-tailored vests with hidden pockets to utilising ""booster bags", tinfoil-lined shopping bags that evade alarm systems. The rise of social media and the internet has also contributed to the perception of a shoplifting surge, with viral videos of violent retail thefts spreading quickly and capturing public attention.
Retailers are responding to this challenge in various ways. Some, like Walgreens, have implemented plastic cases and locks on products, especially those that are most profitable or frequently stolen, such as cigarettes, health and beauty products, over-the-counter medications, and liquor. Others, like Target, have opted to close stores in areas heavily affected by theft. Additionally, some retailers are testing new store formats, such as Walgreens' redesigned Chicago store, where customers use digital kiosks to order from the store's full selection while employees "do the shopping" behind the scenes.
While these measures aim to curb shoplifting, they have also sparked criticism and frustration from customers who find the shopping experience more cumbersome and irritating. The use of locks and plastic cases on everyday items like deodorant and toothpaste has been described as "a solution of last resort", indicating that retailers are taking drastic measures to protect their merchandise. Furthermore, the political discourse surrounding shoplifting and crime has added complexity to the issue, with conservatives criticising the response as indicative of weak leadership, while progressives express concern about starting with a presumption of distrust towards customers and the community.
To address shoplifting effectively, a multifaceted approach is necessary. While increased security and product protection are essential, it is also crucial to understand the underlying factors contributing to the rise in organised retail crime. By gathering more comprehensive data on shoplifting incidents and analysing the social and economic drivers behind these crimes, retailers and law enforcement can collaborate on targeted solutions that balance loss prevention with customer experience.
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Staff safety
Walgreens has been facing an increase in shoplifting incidents, with some customers reporting that they have witnessed people stealing from the store. The company has taken several measures to combat this issue, including locking up products in plastic cases and closing some stores. While these measures may help reduce theft, they have also been criticized for being inconvenient for customers and frustrating for employees.
The issue of shoplifting at Walgreens is not an isolated incident, with other retailers such as Target and Walmart also reporting similar problems. In response to the increase in shoplifting, Target announced the closure of several stores across the country, while Walmart warned of higher prices and store closures.
Organized retail crime, or "boosting," as it is commonly referred to, is a significant contributor to the rise in shoplifting. This involves rings of criminals who steal products from stores and then resell them on online marketplaces. The items most commonly stolen from US stores include cigarettes, health and beauty products, over-the-counter medications, and contraceptives.
To combat this issue, Walgreens and other retailers have started locking up more products, particularly those that are most profitable and frequently targeted by shoplifters. These products are typically small, high-value items that are easily concealed and removed from the store.
While locking up products may help reduce theft, it has also raised concerns about staff safety. Employees are now required to carry keys to unlock products for customers, which can make them a target for thieves. Additionally, the presence of locked cabinets and showcases can create a sense of tension and suspicion between customers and staff, further impacting the working environment and staff morale.
To address these concerns, Walgreens has implemented several measures to enhance staff safety. These include providing additional security staffing in stores, installing employee call buttons, and testing new store layouts that balance the need for security with a positive customer experience. For example, the company has opened a newly redesigned location in Chicago, where most merchandise is kept behind the counter, and customers can order from digital kiosks. This allows employees to "do the shopping" and fulfill customer needs from behind the scenes, reducing direct contact with potentially suspicious customers.
Overall, while the issue of shoplifting at Walgreens has presented several challenges, the company has taken proactive steps to address both product security and staff safety. By balancing security measures with customer experience, Walgreens aims to create a safe and efficient shopping environment for both its customers and employees.
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Customer experience
Walgreens has recently come under fire for its decision to place most of its products behind lock and key, with some stores even testing a new model where employees "do the shopping" and fulfill customer needs behind the scenes. This decision has been met with mixed reactions from customers, with some expressing frustration and feeling discouraged by the new shopping experience.
The primary reason for this change is to combat the rise in organized retail crime and shoplifting, which has resulted in significant losses for the company. Walgreens is not alone in this struggle, as other retailers such as Target, Walmart, and Rite Aid have also implemented similar measures or considered store closures due to theft. The increase in shoplifting has been well-documented, with social media and the internet showcasing numerous instances of violent retail theft.
However, the effectiveness of these measures in reducing shoplifting is questionable. While some customers may feel safer with the presence of plastic cases and locked shelves, others find the new shopping experience frustrating and time-consuming. The act of having to call an employee to unlock a product for purchase can be a deterrent, potentially resulting in a reduction in sales. This is especially true for lower-priced items that were previously readily accessible to customers.
Additionally, there is a concern that these measures may be overkill, as shoplifting may not be the sole or primary reason for the decline of big-city chain pharmacies. Other factors, such as the rise of online shopping and changes in consumer preferences, may also play a significant role. Furthermore, the presence of plastic cases and locked shelves can create a negative perception of the store and its surrounding community, indicating a decline in society or a lack of trust in customers.
Overall, while Walgreens' decision to place products behind plastic may help reduce shoplifting to some extent, it also creates a trade-off in customer experience. Customers may feel frustrated or discouraged by the added steps and reduced accessibility. As a result, Walgreens may need to carefully consider the balance between loss prevention and customer satisfaction, especially as online shopping continues to gain popularity.
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Political battles
The decision to place items behind plastic at Walgreens and other retailers has sparked political battles, with differing views on the causes and solutions to retail theft. Conservatives argue that the rise in theft is due to weak leadership on crime, while progressives criticise the assumption that all customers are potential thieves. The former view aligns with the "law and order" narrative, which has been criticised by some as an oversimplification of the issue.
The political debate also extends to the effectiveness and impact of the security measures themselves. For instance, while stores like Walgreens claim that increased security measures are necessary to combat theft, critics argue that these measures are excessive and create a negative shopping experience for customers. This is supported by Paco Underhill, the founder of behavioural research and consulting firm Envirosell, who states that the measures are "extremely discouraging to customers".
Furthermore, the political discourse surrounding shoplifting and security measures is influenced by the lack of reliable data. While retailers cite an explosion in organised theft, others question whether the perception of a shoplifting surge is accurate due to the absence of a national database on shoplifting. This discrepancy in understanding the extent of the issue makes it challenging to develop effective policies and strategies to address retail theft.
The political battles also involve discussions about the role of online marketplaces in facilitating the resale of stolen goods. Retailers argue that organised retail crime rings can easily resell stolen products on online platforms, contributing to the rise in theft. However, the broader impact of shoplifting on store closures and price increases is debated, with some attributing these outcomes to other factors beyond shoplifting alone.
Overall, the political battles surrounding the issue of retail theft and the use of plastic cases reflect a complex interplay of factors, including public safety, customer experience, data accuracy, and the role of online marketplaces in preventing the resale of stolen goods.
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Store closures
In recent years, Walgreens has been forced to close a number of its stores due to an increase in theft and shoplifting. In 2024, retailers across the country began locking up merchandise and closing stores, citing an explosion in organised retail crime. Walgreens has been a notable target for shoplifters, with viral videos on social media showing people filling up carts and charging out of stores.
Organised retail crime involves rings of criminals who steal products from stores and then resell them on online marketplaces. These criminals often target smaller, high-value items such as health and beauty products, over-the-counter medications, and electronics. To combat this, Walgreens and other retailers have locked up more products behind plastic cases and shelves that only allow customers to take one item at a time. However, this has been a source of frustration for both shoppers and employees, who find it discouraging and inconvenient.
Despite these efforts, Walgreens has still had to close a significant number of stores. In June 2025, the company announced the closure of more than 20 underperforming stores across the US, adding to the roughly 2,000 locations that have been shut down over the past decade. The company's CEO, Tim Wentworth, attributed these closures to a turnaround plan, aiming to boost revenue and address the challenges posed by higher prices and online competition.
The closures impact prescriptions for many customers, who must now locate a new store or utilise delivery options. Walgreens provides multiple delivery options, including same-day home delivery for eligible prescriptions and deliveries within a 20-mile radius of their pharmacies for a low cost. While these alternatives aim to minimise disruptions, the store closures highlight the ongoing challenges faced by retailers in addressing theft and adapting to changing market conditions.
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Frequently asked questions
Walgreens has attributed the change to rising shoplifting rates and organised retail crime, which has resulted in store closures.
Critics of the plastic casing say it is a symbol of a society in decline and an indication of city leaders being weak on crime. It is also a source of frustration for shoppers and employees, who must now call an employee to unlock items.
Everyday items such as deodorant, shampoo, toothpaste, candy, dish detergent, soap, and even $4 items are being locked up.
Retailers say it is a significant issue, causing them to lock up more products and close stores. However, there is a lack of data on shoplifting, and it is often under-reported. Some critics argue that retailers are overreacting and that shoplifting is not the primary cause of store closures.
