Customers at CVS are running into locked cases of candy, shampoo, and even toothpaste, and they’re not happy. Videos showing the struggle to get basic items are going viral. But this isn’t just a corporate move. It’s a desperate response to a wave of organized retail theft sweeping across the country.
CVS says it’s not about control, it’s about survival. Theft has exploded, and without tighter security, stores could shut down for good. Behind every locked case is a bigger story about crime, safety, and keeping shelves stocked. And the numbers behind it all are staggering.
CVS Is Losing Over $200 Million to Theft
Just a few years ago, theft at CVS was a manageable problem. Then came a 300% spike in organized retail crime. Now, CVS loses more than $200 million every year. In some cases, criminals steal $2,000 worth of products in under two minutes.
In San Francisco, groups have even driven cars into stores, clearing shelves before speeding off. These aren’t petty crimes, they’re planned operations. What used to be shoplifting has turned into full-scale raids. And it’s not just happening in one or two cities. This is a national crisis with huge consequences.
A Viral Video Sparked the Backlash
The backlash kicked off after TikTok user Brigette shared a video of herself pressing help buttons just to get toothpaste. The video hit 2.7 million views. Soon, people were protesting outside stores. Tweets mocked the store’s policy: “CVS should give keys to loyal shoppers who don’t steal.”
Another person joked they’d rather walk out than ask for beef jerky. But there’s another side to this story, one people rarely see. CVS employees are often threatened, assaulted, and even face weapons. They’re told not to intervene. The real frontline isn’t just upset shoppers, it’s scared workers.
Why Even Ice Cream Is Behind Lock and Key
It might seem over-the-top to lock up $2 shampoo bottles and cartons of ice cream, but these items are top targets for crime rings. In San Francisco, some stores now require help for nearly every product. The Los Angeles Times found entire shampoo aisles locked up due to repeated theft.
These “boosters” don’t take random stuff, they go after products that sell easily on the street or online. Tide, razors, chocolate, and lotion all have resale value. For organized thieves, it’s fast money. CVS isn’t trying to annoy you, it’s trying to stop massive product losses.
Shoppers Are Leaving CVS in Frustration
The data is clear: locking items costs CVS customers. A November 2024 Numerator study found that 27% of shoppers will switch retailers or abandon purchases when they encounter locked cases. Only 62% wait for assistance. Inside Edition’s investigation documented customers waiting 15-40 minutes for basic items at major retailers. Consumer World’s survey confirmed that fewer than 1 in 3 shoppers will stay to purchase a locked product.
Still, CVS argues the shelves would be bare without these steps. In San Francisco, Walgreens has closed multiple locations—5 stores in 2021 explicitly citing theft, and 12 more early this year citing broader business pressures. Since 2019, approximately 17-22 Walgreens locations have shuttered in the city. If CVS removed the locks, it might face similar store closures.
CVS Says It Had No Other Choice
CVS spokesperson Tara Burke admits it’s not ideal: “We know keeping products locked up can be inconvenient.” But she says it’s about keeping shelves stocked for paying customers. CVS calls these locks a “measure of last resort.”
CEO Karen Lynch has watched video of criminals ‘ripping through…the entire counter’ and wiping out entire displays. She recalled watching footage of a car crashing through the front door of a CVS store at night, with six men jumping out and ransacking the location.
CVS has worked hard to keep shrink, loss from theft low. But even they’ve hit a wall. It’s not just about theft anymore. It’s about whether stores can stay open at all.
Retailers Are Losing $140 Billion a Year
CVS isn’t alone in this fight. The National Retail Federation says retailers lost $112.1 billion to shrink in 2022, with theft making up 65% of that. Losses could hit $140 billion by 2025. Just 10% of offenders are behind 70% of incidents. These are organized operations with resellers, warehouses, and online marketplaces.
At CVS, a retail crime event happens every three minutes, with thieves grabbing around $2,000 in products in under two minutes. Across the industry, companies face tough calls: tighten security or risk shutting down. Without stronger solutions, extreme measures could become the new normal.
CVS Is Testing New Tech to Ease Friction
To ease shopper frustration, CVS is testing new tech tools. In three Manhattan stores, verified ExtraCare members can now unlock cases themselves using Bluetooth and the CVS Health app. Customers need store Wi-Fi and Bluetooth enabled to use it. The pilot, launched in August 2024, will reach about 10 West Coast stores this year.
CVS also uses time-delay safes for narcotics, cutting pharmacy robberies by 70% in Indianapolis. Other retailers are trying facial recognition and AI to spot suspicious behavior. These systems require setup, but they’re aimed at balancing safety with a better shopping experience for everyone.
Shoppers Are Leaving. CVS Is Closing Stores
“When you lock up products, you lock out customers,” said supply chain expert Brittain Ladd. Neil Saunders of GlobalData added, “If you put roadblocks in there, you’ve destroyed your reason for existence.” Many shoppers now turn to Amazon, Walmart, or Target for faster, easier trips.
CVS has already closed 900 stores since 2022 and plans to shut down 271 more in 2025. The company says it’s restructuring to meet changing shopping habits and healthcare needs. While CVS claims 85% of Americans will still live within 10 miles of a store, many communities now face a more basic question: will CVS stay?
What Happens If CVS Disappears?
CVS isn’t just another store. It’s often the closest place to get medicine, shampoo, and first aid for millions of Americans. When stores shut down, it’s elderly folks and families without transportation who lose the most. CVS says it’s trying to keep access open while dealing with organized crime.
The locked shelves may look harsh, but they might be the only way to keep stores open for now. Until crime rings are shut down and safety improves, CVS and other retailers are left with few options. The real fix has to come from bigger changes beyond the store.