Walgreens adds online ordering and in-store pickup

Is Walgreens’ latest service initiative (ordering online and picking up in-store) a game-changer? Here’s my comment from RetailWire this week. I don’t see it as a huge advance from their current system or from what Walmart.com is already doing across the store:

I don’t see a huge difference between this service and Walgreens’ longstanding offering of automated phone reorders with drive-through pickup. (It’s not a big leap in technology.) The real sign of progress will happen when Walgreens figures out how to solve congestion problems, both at its pick-up window and at the drive-through lanes. At least in my experience, Walgreens continues to struggle with “front of the store” and customer service issues that are holding it back from its “convenience” brand promise.

 

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