According to a study by J.D. Power, satisfaction with brick-and-mortar pharmacies dropped 10 points in 2024 alone, attributing to growing operational chaos and long wait times.
Enrique Reynoso, a pharmacist since 1991, notes that putting drugs in smaller bottles and diversifying merchandise are necessary adaptations as he faces unprecedented challenges in his pharmacy.
CVS has closed 900 stores over three years to adjust to shifts in consumer behavior, while Walgreens plans to close about a quarter of its stores due to unsustainable models.
Pharmacy chains struggle with shoplifting, leading to a defensive approach of locking products behind shields, which ironically has discouraged even more customers from shopping.
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