Walmart is known for making shopping quick, cheap, and easy. But in recent times, customers have experienced a change that may be slowing things down.
This shift is not about product types or flashy new tech; it’s as unglamorous as grabbing everyday things.
What is going on at America’s biggest retailer? And how are consumers reacting? Let’s look at the recent move that’s got everyone talking—and holding their breath.
A New Kind of Frustration
Most Walmart shoppers love how convenient their in-and-out shopping experience is. But now, a new store design is testing their patience.
Instead of moving quickly down aisles, consumers are now waiting, seeking help, or even abandoning shopping carts in the aisles. This unexpected hindrance has created fiery responses, especially on social media.
A Growing Trend Among Retail Giants
It’s not Walmart alone. Many of the nation’s large retailers, including Target, CVS, and Walgreens, have quietly followed suit.
Consumers may assume that it’s simply a pilot program, but it’s a larger movement in retail security that has been building over the past few years. Why? A staggering increase in shoplifting across the country.
The Rise of Locked Cabinets
In most Walmart stores now, every day products are now secured in glass displays. What was once the purview of expensive electronics or specialty cosmetics — tamper-evident displays — is now moving into the ranks of everyday products.
At first glance, this may look like excessive measures. But for Walmart, it’s a change made to prevent a growing problem.
The Rise of Shoplifting
Shoplifting has grown a great deal over recent years. The National Retail Federation estimates the shrink rate hit 1.6% in 2022 from 1.4% in 2021, or $112 billion in losses to $94 billion in 2021.
More recent numbers estimate store losses from shoplifting at $45 billion in 2024, with 1.15 million reported instances of shoplifting throughout the country in 2023.
Stores have resorted to various security tactics… with glass cabinets remaining one of the most visible and contentious.
Necessities Behind Glass
One of the most popular TikTok videos in recent times showed everyday clothing items such as T-shirts behind a locked cabinet inside a Walmart store. Many viewers gasped.
While some stores kept everyday accessories and toiletries under lock and key, seeing everyday clothing items kept the same way has left people perplexed and consumers angry.
The Waiting Game
What comes with locking items away creates complications. Shoppers usually have to pull an associate over, stand around waiting for them to find the key, and hope the process is speedy.
In some instances, shoppers have been known to spend a long time waiting for a single item. Not quite the speed Walmart shoppers were used to.
Some retailers are now piloting technology that enables associates to unlock sealed cases using their phones, which might limit wait times.
Customers Complaints
Shoppers been complaining online. Some say they’ve avoided the store to save time. Others say they’ve spent much longer than anticipated on a shopping trip.
For those who usually shop at Walmart to save time and money, things aren’t going to plan—and they’re shopping elsewhere.
Poll Results: Positive and Negative Reactions
In a 2023 WSL Strategic Retail survey, 70% of consumers indicated they couldn’t access locked merchandise. While 78% lingered before they were eventually helped, around 22% stormed off without the product or went elsewhere.
Younger consumers, such as Gen Z, were most likely to storm off or buy an alternative product that wasn’t locked.
When questioned as to why they didn’t seek help, the majority said they didn’t want the hassle, and some couldn’t find store staff or experienced difficulties finding staff to open cases.
Impact on Impulse Purchases
Shoppers say closed cabinets can kill impulse buys. If a product is readily visible, shoppers will just toss it into the cart. But if they need to ask someone to get it and wait, many just won’t bother.
That changes shoppers’ behavior—and how they spend money. One in every three shoppers confronted with goods in locked cabinets said they were less likely to shop at the same merchant again, according to WSL Strategic Retail.
A Store-by-Store Approach
Walmart’s response is that decisions are being made. The company explained in a statement that security policies are not one-size-fits-all but are designed based on the environment of every store.
That is to say that not all stores will have toiletries and clothes in glass, but more stores may adopt this strategy if theft issues persist. It’s not a one-size-fits-all solution, with the company testing different approaches in various markets.
Competitors Confront Similar Problems
Target customers have also vented about delays caused by locked away items, with some becoming frustrated waiting for baby items or cold medication.
Other large chains are piloting comparable arrangements as they attempt to reconcile security with consumer delight. This suggests the trend may expand, not contract, as retailers continue to worry about keeping thieves out.
What It Means for Shoppers
These shifts will make shopping excursions longer and more intentional. For convenience-oriented buyers looking to shop quickly and efficiently, the shift might be a step in the wrong direction.
Although it assists retailers with battling theft, it might replace reliable customers who don’t need more inconvenience when shopping.
Retailers are experimenting with alternatives such as online ordering with in-store pickup and QR tags on tamper-evident cases to keep sales going while addressing security needs.
A New Shopping Reality
Walmart’s recent action heralds a new era of cautious retailing. As security is tightened, consumers may be forced to change their expectations.
Whether this translates to less stealing or simply fewer transactions is yet to be determined. This much is certain: the easy and rapid shopping experience of yesterday is changing as retailers weigh security requirements against customer convenience.