Walgreens unveils store where most of the merchandise is kept away from customers
At New Chicago Walgreens, You Can Only Browse 2 Aisles — The Rest Of The Store Is Locked Away
Walgreens claims the South Loop store, which forces customers to order items digitally, is about "convenience" and not theft prevention.
Customers must first walk through detectors before they can shop the two open aisles.
South Loop Walgreens Unveils Renovated Interior, Sparks Mixed Reactions
Walgreens, a prominent pharmacy and convenience store chain, has recently introduced a renovated interior design at its South Loop location on Roosevelt Road. The updated layout aims to enhance the customer experience by offering a more digitally focused shopping approach. However, the significant changes, particularly the placement of most merchandise behind staffed counters, have sparked mixed reactions among shoppers. While some appreciate the emphasis on convenience and enhanced security, others feel the new design makes them feel unwelcome. In this article, we will explore the different perspectives surrounding the South Loop Walgreens' revamped interior.
A street sign is posted outside the renovated Walgreens, 2 E. Roosevelt Road.
A New Shopping Experience
The South Loop Walgreens has undergone a transformation, implementing new concepts, technologies, and practices to provide an enhanced experience for both customers and employees. As patrons enter the store, they are greeted by an employee who directs them to a kiosk for digital shopping. Customers can place their orders and relax while an employee retrieves the requested items from the aisles now situated behind staffed counters. The intention behind this "let us do the shopping" approach is to provide convenience through digital assistance.
Most aisles of a store are now behind a counter, with customers placing orders on a touch screen.
Balancing Security and Accessibility
One apparent motivation behind the renovation is to address security concerns and minimize theft. By placing most merchandise behind staffed counters and implementing anti-theft detectors in specific aisles, Walgreens aims to deter theft and create a safer shopping environment. The 100 block of East Roosevelt Road reportedly experienced 19 thefts at convenience or drug stores in 2022, according to police data. However, some customers have raised concerns about racial profiling and the lack of trust implied by the design changes. They argue that crime exists everywhere and question why this particular store's layout has been altered.
Customer Reactions
Opinions regarding the new design are varied among regular customers. Some shoppers find the store's layout confusing to navigate and believe the previous arrangement was more convenient. They express skepticism about the impact on business and question whether self-checkout alone can improve security. On the other hand, other customers appreciate the store's cleaner and more organized appearance. They believe the redesign is a positive step, making it easier for employees to monitor the store and create a safer environment. While differing opinions exist, it is clear that the store's changes have elicited strong reactions from the local community.
Walgreens' Perspective
Megan Boyd, a spokesperson for Walgreens, stated that the renovated store still offers the same products, emphasizing the focus on digital shopping for added convenience. The South Loop location serves as a testing ground for new concepts and technologies. This implies that the changes made at this store may inform future renovations and updates across other Walgreens locations.
The South Loop Walgreens' recently unveiled renovated interior has sparked both positive and negative reactions among its customers. While the design aims to provide convenience through digital shopping and enhance security measures, some shoppers feel unwelcome and perceive it as racial profiling or a lack of trust. As with any significant change, it takes time to adapt and evaluate the impact on both customers and the business. The insights gained from this "store test" will likely inform future decisions made by Walgreens as they continue to evolve their stores to meet the changing needs and expectations of their customers.
In a statement, Walgreens spokesperson Megan Boyd said the store continues to offer the same products, “just with a new look and feel that focuses on shopping digitally for convenience.”
“We are testing a new experience at this store with new concepts, technologies and practices to enhance the experiences of our customers and team members,” Boyd said in the statement.
The “store test” is the first of its kind, Boyd said.
Jacoby Gunn, a street cleaner and neighborhood peacekeeper with Readi Chicago, peeked into the store Thursday.
“I don’t understand why they had to move everything to the back at just this store. … There’s crime everywhere,” Gunn said. “It’s racial profiling. Why don’t you trust your customers?”
Customer Sirak Goitom said he found the store “confusing to walk through.”
“The way it was set up before, it was easier to move in and out,” Goitom said. “I don’t think this is good for business. And security can’t be that much better if there’s self-checkout.”
Mu Ergin, a South Loop resident and regular of the store, said the shop was previously “dirty, smelly and not properly organized.”
Before the renovations, Ergin saw someone shoplifting and people would gather outside, he said.
“I’m pretty amazed at how the store looks more clean now. They’re making it smaller so they can control it better,” Ergin said. “It’s better for me … but I never felt unsafe to start with.”
In January, James Kehoe, Walgreens global chief financial officer, told investors on an earnings call the company had overstated shoplifting, and it was more realistic it accounted for “the lower 2s” of Walgreens’ percent of sales.
“Maybe we cried too much last year,” Kehoe said. “And we’re stabilized.”
