It’s no secret that shoppers hate when stores lock up everyday items like toothpaste and deodorant. Who wants to press a button, wait for assistance, and deal with the hassle just to grab a $5 item? Turns out, Walgreens knows this practice hurts sales—but they’re sticking with it anyway.

During a recent earnings call, Walgreens CEO Tim Wentworth admitted that locking up products leads to fewer sales. “We’ve kind of proven that pretty conclusively,” he said. Yet, the company isn’t backing down. Why? Because theft remains a huge problem. Wentworth called it a “hand-to-hand combat battle” and said they’re exploring other solutions, but nothing groundbreaking has emerged yet.

Retailers like Walgreens are walking a fine line: deter theft without making customers dread shopping in their stores. Locking up items might reduce sales, but losing products to shoplifters hurts profits even more. Plus, it’s cheaper than hiring more staff or investing in heavy security.

Shoppers aren’t shy about their frustration. On social media, one person joked about waiting 12 minutes to unlock $4 deodorant, while another admitted they’ll just leave if they see items locked up. Analysts warn that this strategy could drive customers to online retailers like Amazon, where they don’t have to deal with the hassle.

The trend of locking up products began during the pandemic, as theft—both small-scale and organized—surged. While some experts suggest companies overstated the theft problem to mask other issues, data shows shoplifting rates in major cities have risen.

For now, locking up items remains the most effective way to combat theft, even if it’s not ideal for shoppers. Walgreens and other retailers continue to experiment with less intrusive measures, but until a better solution comes along, the glass cases are likely here to stay.