CVS Is Testing an App Feature That Allows Customers To Unlock Products

To discourage theft, CVS stores have certain products locked up tight, requiring a shopper to ask for assistance from an employee. However, the pharmacy giant is testing something new to make accessing these products easier.

Some customers are now able to open locked cabinets and shelves via the CVS phone app. According to The Wall Street Journal, Tilak Mandadi, executive vice president at CVS Health, said that customers “really, really dislike” encountering the locked cabinets, especially when purchasing everyday items like deodorant or toothpaste. The app feature is meant to help solve this problem and plays a part in CVS’s new mission of enhancing customer experience.

“As a company, we are super focused on improving the health care experience,” Mandadi said in a press release. “The CVS Health app will make it easier for our customers to access and manage their health and care, save time and money, and make informed decisions about their health.”

The CVS Unlocking Feature Has a Few Conditions

To unlock plexiglass-protected shelves, a customer must participate in CVS’s ExtraCare program, which gives members various rewards for purchases and is free to join. In addition, a customer must be logged into the app and connected to the store’s Wi-Fi, and the phone’s Bluetooth must be active.

For now, the unlock feature is only available in three CVS stores as the company evaluates its practicality. If successful, 10 to 15 more stores will be added to the pilot program. If the test makes it beyond that, the unlock feature will likely roll out across all U.S. locations.

While it’s frustrating for customers and shown to deter sales, locking up various products to prevent shoplifting has been a growing trend for several years. In 2023, Walgreens experimented with a store concept in Chicago where everything was locked down except two aisles dedicated to essential items. Even retail behemoth Walmart has started locking items up, particularly shampoo and cold medication. Interestingly, Walmart is testing its own unlocking feature in its app.

CVS’s new unlocking feature is part of a larger effort to redesign its phone app, which currently has about 60 million users. The app also lets users track prescriptions, review pricing, and create a barcode for faster service at the pharmacy counter. An AI chatbot was added to help schedule immunizations and provide insurance benefits information.