Shoppers Drug Mart
reviews and complaints

I bought a 40" RCA for my son for Christmas on November 29, 2022. When he saw it, he asked if it would be possible to get a smaller one so, on
December 27, I phoned the Central Park Shopper's Drug Mart in Brampton where I bought it. I was told that I couldn't return it until January since it was a Christmas gift. When I pointed out that it would be past the 30 day return policy, customer service told me that it wouldn't be a problem and that, if they didn't have a smaller TV, I could get a refund for the cash and a gift certificate for the points I had used. The next day my husband and I both tested positive for Covid so my son took the TV home and, because we are in our seventies and we were both really sick (I have a doctor's certicate), he didn't have the heart to tell us until January 11, 2023 that the TV didn't work and brought it back to our house. Instead of a picture, there were only random lines on the screen. I contacted the store and they said it was too late to return it so I contacted the manufacturer's warrant service and, after sending a photo of the screen, it was determined that is was physical damage so they would not honour the warranty. Now I am stuck with a TV that doesn't work and loss of points and cash. I already contacted the store manager but he said he couldn't help me. Thank you for any help you can give me.

TLDR: My doctor sent my prescription renewal to the wrong pharmacy twice and I was currently without any doses left because of this. A woman who takes the calls at the pharmacy tried to stop me from getting my medication because of this. She was rude and would constantly cut me off on the phone when trying to tell her what I need. Someone, but I presume her, literally hung up on me when I'd called back to try and give an update on the situation with my prescription after I'd gotten ahold of my doctor. When I called back in, I was left on hold for 48 minutes before this same woman took the call only to act the same way towards me. She also did not call me back like I'd asked when my prescription did go through. When at the pharmacy waiting for my prescription, she was rude to several customers, her coworkers, and was currently leaving someone on hold for over an hour according to one of her frustrated coworkers.

A week ago I was trying to get one of my important prescriptions refilled but the pharmacy needed to fax my doctor for a refill renewal. After waiting several days I contacted the pharmacy again and they hadn't received the request yet, then sent it off again. At this point I had one dose remaining and make that known to the pharmacy.

Then on the following day, Jan 19 2023, I called back to see if they'd gotten any word about it yet. The woman on the phone kept cutting me off before I could finish explaining the situation to make assumptions about what I was asking for. She responded annoyed saying she'd look through her big pile of papers to see if it was there. It wasn't there. I was trying to ask if I'd be able to get some doses forwarded if it wasn't able to be resolved that day, since that's never been a problem before, but she again kept cutting me off to tell me I needed to get ahold of my doctor and that they've already tried twice so it's really on me. She wasn't saying no but she was very deliberately not saying yes.

My doctor is unfortunately a pain to get ahold of but I hounded them over the next bit to make sure I could get ahold of him. I did and apparently they'd sent it to the wrong pharmacy and I gave them the corrected address to send it to. I then wanted to call back to the pharmacy to let them know it should be there soon and to ask them to call me when they receive it.

When I call back, the first thing that happens is after about a minute on hold, someone audibly picks up the phone and then hangs it up immediately. I found that quite odd but I didn't want to read into it. So I called back again. This time about a minute in, the same woman from before picks up the phone extremely quickly saying "Hold please" without getting a response from me and then immediately puts me on hold. At this point I end up sitting on hold for around 25 minutes, feeling very stressed about what is happening currently. After that time, someone from customer service answers asking who I'm waiting for and I tell them the pharmacy. They tell me they'll put me through to them. I wait another 10 minutes and the same customer service person answers again and sounds a bit shocked and confused that I'm still waiting for the pharmacy. She says she'll page them for me. I then wait another 10 minutes only to get another customer service person who again says they'll put me through to the pharmacy. Finally after 48 minutes the same woman from earlier answers. She does the exact same thing, cutting me off without hearing what I'm trying to tell her. Goes and checks 'her pile' again to come back and happily tell me it's not there yet when I wasn't even trying to ask if it was there, I just wanted to have her call me when it was. After finally getting that through to her, she says she will do it.

At this point it's really feeling like this isn't going to get resolved so I talk with my partner and we agree to wait a while but then we would go into the pharmacy if nothing is heard. Nothing ends up happening so he leaves work early to help me resolve this (It was very important this gets solved because I didn't have any doses left for that night). We go down to the pharmacy and someone there helps us and my doctors fax was there on this stack of papers and just not put into the system yet. They say they'll put it through for me and we agree to wait.

We end up waiting around for more than an hour and during this time a few interesting things happened with the woman who I presume was the one speaking with me on the phone. At one point one of the employees from the front of the store comes back to the pharmacy frustrated to tell the woman that there's a person who's been waiting on hold trying to get to the pharmacy for over an hour. The store was not busy at all during this time, so it seems like this is something this person is doing in general. She was also not very nice to most customers who came in and was quick to turn people away when their request wasn't solidly just that their prescription is ready.

We were sitting off to the side while waiting and at one point while the nice person who was helping me fill my prescription was working on it, this woman came over to scold her and be very mean to her about a supposed mistake this person made. She was trying to get her to undo part of the prescription she was working on for some reason and being quite loud about it. The person helping us told her that we were just waiting to the side and the other woman got a lot less loud about her meddling at this point. Eventually we got the prescription and were happy to finally leave after this 6 hour ordeal, only to realize on my way home that I was only given 7 doses of the medication I was trying to get. With an amount owing for the rest.

This whole thing was such an incredibly frustrating, mean, and awful experience. The woman who mans the phones is a straight up bully and takes it upon herself to abuse the small amount of power she has over people trying to just get their medications. Instead of being helpful, she acts as a gate keeper, ready and willing to tell me that I will have to go without my medication. Truly an awful experience and I will also be changing pharmacies once I get the rest of my medication because I can't go through another experience like this.

I purchased a shoppers gift card but noticed after that the receipt says "declined". I went to the store and they would not refund me the amount or replace it because there system could not find it.

Date of purchase was September 24, 2022.

I have included the original receipt and the front and back of the gift card.

Teresa Carella

[protected]@coreydale.com

Shopper's Drug Mart Roseland Plaza Burlington received a prescription from my GP for half a month of a sleeping medication that my GP agreed to, fully knowing that she was supplementing a specialists previous prescription for a half month of the same drug (to cover the full month) and she was going to take over my management of that drug. I was to inform my specialist to stop the prescription which I agreed to. Shopper's took it upon themselves to fax my specialist and my GP, pretending that I was trying to get the drug from two different doctors and caused my GP to wait and my specialist to chastise me when we next had an appointment. Not once was I informed of Shopper's actions or asked about the situation. They misled me into believing it was my GP who postponed the prescription on her own. Also, I made an appointment for a medicine review with the same store, and when I arrived no one was available. I received no follow up contact. As well, I got two different stories about a medication and the same issue with phone call screening similar to another complaint. When they see your number on the computer, they make you wait if they don't want to deal with your issue. You can get help faster through a transfer from the store clerk. I have transferred to a smaller pharmacy willing to consult with me and understand my medication needs. Such a traumatic and unprofessional experience over 9 months!

I was diagnosed with Covid and my family doctor sent a prescription for home delivery on January 10. When nothing was delivered by shoppers at Junot and Red River in Thunder Bay by January 12, I phoned around 13:30 and spoke to a pharmacy staff who was quite rude and somehow hung up the phone. On my second attempt, and when she heard the word “delivery”, she immediately repeated the word and said she is transferring me to the post office. I hung up and called again and a staff at the post office answered and I explained the situation to him and asked him to transfer me back to the pharmacy. I spoke to another staff and asked if he could get me the pharmacist. The phone disconnected again while waiting. I phoned again and this time I was listening for different music themes (inappropriate romance and others) for 19 min (file attached) until the very first “not rude this time” pharmacy staff answered and I asked her to get me the pharmacist who eventually helped and apologized about the whole affair. I have the 19 min phone call recorded.

Ive been robbed by shoppers drug mart!

I purchsed and paid for a nintendo switch on Nov 24th!

2 days later on Nov 26th I got an email saying my item was on the way with a tracking number. This number shows a waybill was created but never picked up. It sat like this for 5 days I called they said sorry let us look into it. I got an email 2 days later saying youll get a new tracking in 2 business days. 5 days later still nothing I email support get nothing I call they tell me sorry give us 2 business days to look into it. 5 days later still nothing again its now Dec 21st and still nothing. I email again they say sorry again what do you want a refund or reship? I just want the order I paid for a month ago please reship heres my address. They say ok 2 business days youll have a new tracking number. 5 days later guess what noooooo tracking I call again they say sorry it looks like we are waiting for you to return your item before we reship you a new one? What? I never received an item to return it. The only tracking number given still shows only a label was created. I ask to speak to a manager or supervisor on Dec 28th I was told no managers are available they will call me in 1-2 business days 3 business days later still no manager no email no communication. Ive called another 3 times since then requesting a manager or someone call me with an update. Its now Jan 12th and I still have not received my item, no refund, no accountability no support.

I was accused of stealing by an Employee whom watched me everytime I went to Shoppers Drug Mart to shop basic due to my skin colour Im always being targeted she started yelling out in front of customers calling me a thief trying to make me looking saying all black people are thieves and blacks should not be allowed in the stores I was not able to continue my shopping everything I was about to purchase I just put it all back and tried to walk out but that lady was not going to let that happen she threatened to call the police when I done nothing wrong but being black and shopping in a racist store.

The salesperson saw my personal Lancôme lipstick in my hands when I used it close to the Dior showcase in the cosmetics department at the store at 465 Yonge St. Toronto city. The salesperson started looking into my hands when I walked past her into the pharmacy area, I moved away from her to the Avent showcase and she started screaming what kind of lipstick I have. I replied her that this is my lipstick. She continued the interrogation and I had to open my lipstick and demonstrate that it was used. I felt very hurt, I had never been in such situations and I burst into tears. I got breakdown since I was accused of stealing groundlessly. I regularly buy cosmetics in this store and never was in similar case. I bought this Lancôme lipstick at this store 2 months ago. I had to call my husband, who was at home with our 6 month old baby, so that he could come to the store and be able to tell the salesperson that it was my lipstick. Her colleagues began to apologize, and in the meantime she took off her badge and pretended that nothing had happened. I made a purchase and asked her colleague "Why are you apologizing instead of her?" I received the answer "She never apologizes and you are not the first customer she humiliated." When my husband came and tried to talk to her, she was rude, shut him up, refused to give her name and waved her arms in front of his face. We got her name, her name is Natalie, I hope your store has cameras so you can see everything. I hope you will not leave my complaint without attention, contact me and apologize. Otherwise, I will sue the store.

Hi,

I went into the Shoppers Drug Mart on Whyte Ave and 109st on Saturday evening about 7:45pm to buy 2 dozen eggs. I went to the checkout with the light on to pay. Security came and asked if I wanted to pay. He seemed very courteous. However [edited] came and wasn’t courteous at all. Through his mannerisms he seemed somewhat peeved. He asked if I was paying cash or card. I told him I’d use my card. He said do you mind using the machines. I said yes I do. I’d like to use a teller.

Then he just stared at me. I felt like he was trying to intimidate me. He gave me a cold look for a few moments then squinted his eyes. He seemed very angry. I told him I never use the machines. He said the tellers were for old people and people with handicaps. I asked if he wanted to sell the eggs or not. Again I felt like he was trying to intimidate me as he gave me a cold stare. He ended going around the counter but I decided to leave. I told I wouldn’t buy because he was rude. I told him I’d send a complaint. He told me to take a photo. So I did. He seems proud of that. I’ve done business in the Shoppers on Whyte for over 20 years even when it was located in the Safeway parking lot. Im glad to say I’ve always been treated well. However I’m not certain I’ll be back. I am certain that I’ll be complaining about your service to all my friends & neighbors in this neighborhood and encouraging them to shop at Safeway instead.

Thank you for your time,

JonathanMacNeil

My daughter sent me Starbucks Gift card to me for X'mas gift, But no Value inside, She bought from Shoppers Drug Mart (3303 Main St Vancouver), Pls see attached photo P1, P2, P3, P4, Whould You kindly Look into It, And Let me know If I can get a New gift card or Refund Best Regards

Thank for Your Attention! I am looking forward to hear from You sooner

Robert Chang (rbrt. [protected]@gmail.com) 2023-01-04

Hello there,

I was at shoppers yesterday night at 403 university ave, Charlottetown, pei,

I am a regular customer and visit shoppers almost every other day.

I purchased a gift set of perfume during Boxing Day and had silver card and wanted a specific product. The store didn’t have that one and I asked employee to order it.

However yesterday when I went in there was new employee and I asked her if she received it and she answered no in a very polite way.

I was requesting her to order the other one and meanwhile a different employee came and started yelling at me and asked me to get out of store. She said you are not supposed to talk to employees. Well

In that situation please have robots so that I can get help from them. I tried to explain her and she in turn said she don’t wanna listen to me and asked me to leave ? Come on?

are you serious? I can take this matter to press of being extreme racism and rude where without doing anything I had to Leave the store just coz she is a girl amd I don’t wanna raise my voice on her.

I have continually had bad experiences visiting this pharmacy and myself and my partner have both changed to sobey's pharmacy and I will not be using the pharmacy services here again.

I picked up my prescription for a new medication on October 20th and the girl working at the pharmacy was very dismissive and rude. She gave me the new medication and did not even ask me if I had taken these before, which every pharmacy has always asked me in the past, keeping in mind this was anti-psychotic medication. I asked her if this was the new medication and she said yes and then I said "Don't i need to speak to the pharmacist about this?" Since most pharmacies will always get the pharmacist to speak with you when you start new meds and she cut me off as I was speaking and very coldly said "if you have questions go over there" and pointed to the consultation counter. I could not believe the lack of regard for this situation especially since I was being placed on a new medication and had never been on anti psychotics before.

Shortly after that on november 28th we visited this pharmacy to get our flu shots. The person administering the shots did not say a single word to us during the whole process. They didn't ask us about allergies, issues with past vaccinations, possible side effects or anything which ive always had when getting vaccines in the past. And we did not even get any paperwork which I found very strange as I've gotten a slip from other shoppers' in the past. It was a very uncomfortable experience and the person giving the shots was not friendly at all. On this same visit, my partner needed to pick up injecting needles and the pharmacist said that they "didn't know the price of each individual needle" so he asked him to pay $10 per 10 needles. Myself and my partner were absolutely floored as those needles are barely 20 cents each. My partner stated this and the pharmacist then said "okay how is 2 dollars?" I am completely shocked at this lack of professionalism and that the pharmacist himself was just making up a price for something on the spot. That is completely shocking and very unfair as those who don't know the difference would probably have paid this outrageous price that the pharmacist just came up with on the spot.

Following this, my partner went to pick up a refill of my medication on December 20th that my doctor had refilled a month prior to this. When he arrived, the person working there asked if I had picked up my last refill (which I hadn't but my partner assumed that I would have) and the person working did not even simply check to see if my refill was there and they told him there's no refills left but that they could send a fax to the doctor. I called this pharmacy 11 times that morning trying to get through to ask for an emergency refill. I kept cycling between the music and a ringing tone so I believe that the pharmacy was purposely not answering my calls. It is shameful that I called 11 times, 2 of them I was waiting on hold over 10 minutes each time, and then the other 9 times I immediately got a busy signal and was not even presented with the option to press 3 for the pharmacy. Because of this I had to leave work to go to the pharmacy and speak to someone in person. The woman working at the pick up counter was not even in uniform or wearing any kind of identification to show they worked in the pharmacy. I was politely trying to explain my situation thinking it was my doctor's fault and that they failed to refill my prescription. The woman kept cutting me off and asking for my address and DOB while I was trying to explain why I needed an emergency refill. She then says the last refill was around the end of November and I said yes that's the one I need. She says "oh we thought you picked that up already one second". I dont understand why they didn't even check to see if it was there in the first place to save me the trouble of trying to call them and then having to leave work to go down in person and sort this out. She then goes and talks to another person working there and gets the bottle of the pills and hands it to me. No paper bag, no receipt, and she didn't even ask me to pay. She just handed me the bottle. Never in all my life have I ever just been "handed" my medication with no receipt, no bag and not even asking me to pay!

On December 31st my partner called the pharmacy to ask to refill his prescription and they advised him it would be ready the next day, January 1st at 12:30pm. My partner went to go pick them up 2 days after this on January 3rd and they told him they didn't even have this medication and would need to order it in. If they needed to do that, why wouldn't they have done it on December 31st when he called them the first time? And why couldnt they have advised him that it had to be ordered in?My partner was then without his prescription and had to call the sobeys pharmacy to switch to them and ask them if they could refill it for him.

The lack of unprofessionalism I have experienced from this store is astounding and I've never had such horrible consecutive experiences with a pharmacy. After this, I immediately called sobeys pharmacy to switch to them and I will never visit this pharmacy again. I hope that in reading this you will do something about the lack of regard for your patients and the complete lack of professionalism displayed by your staff.

In nl the oil of olay is in the flyer as $9.99 but in store it’s not, fine print does have one exclusion but the only reference to the pictured oil of olay peptide product is that it’s new. This product should be available to everybody for the advertised price of 9.99 i’m a die hard customer for most of my 66 years and have find this surprising for shoppers

My wife purchased 2 pairs of foster grant readling glasses advertised at 75% off on selected types. I thought it was a great deal and went back to store and bought 4 more, but immediately after leaving looked at the receipt and it was 50% off not 75% so went and talked to customere service agent and to take a photo of the signage. There was no indication that other types were on sale at all and no sticker on the glasses themselves apart from full price of 29.99 each. I had the customer service agent go through all the racks all loaded with glasses and there was not asingle pair that said 75% off and ALL priced at 50% off. In total we paid $89.94 + $4.50 GST rather than the bill that should have been $44.99 + $2.25 GST a $47.23 total cost a $47.20 difference.

"While by no means the only Canadian legislation regulating advertising, the federal Competition Act is one of the main statutes. It contains criminal and civil sections that prohibit false or misleading representations and deceptive marketing practices. These are frequently referred to as the Competition Act’s “misleading advertising” provisions."

IMHO what I saw was deceptive misleading advertising.

Bob Stewart, [protected]@yahoo. ca, [protected]