Shoppers Drug Mart reviews and complaints 1
View all 1537 complaintsShoppers Drug Mart - Pharmacy services and customer support
Poor customer support. No matter the time of day, or evening. Reaching the pharmacy by telephone, is not possible most of the time. I’m on hold, as I type this, it’s been 20 minutes already, and this is my second attempt! The previous call, I hung up after 16 minutes! I needed to know if my doctor returned the fax, for a refill. Is there any way to improve the service and support needed by patients needing pharmacy? I feel this is a compliance issue for pharmacists and technicians, not caring about anyone using the telephone. It’s unrealistic to drive in a rural area, in the dead of winter, to ask a question, that should have been answered by telephone. Perhaps louder telephone ringtones, or more urgent sounding tones, or enable text messages to pharmacists! This problem, has worsened since the summer months, with a change over or pharmacy staff. It’s unprofessional, and irresponsible
Desired outcome: Immediate action and change work ethic
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Minn7,
It is not necessarily about pharmacy staff not caring about people using the telephone. Increasingly, it's a staffing issue, which is controlled by the corporate office. When it comes down to a choice between serving a person at the counter and answering the phone, staff will generally have to serve the person at the counter. If staff members are on the phone or busy texting instead of serving a customer in front of them, the customer in the store understandably might get upset.
Indeed, it is unrealistic to drive long distances in the dead of winter to ask if your refill is done. While the corporate office is unlikely to spend more money on staffing levels, they will tell you there are a couple of options for the specific question you wanted to ask (i.e. is the refill ready): text notifications and digital pharmacy.
You can ask to be automatically sent a text (or an email message) when your prescription is filled, but it will only be sent once the prescription is fully ready. It sounds like you have a cell phone that can receive texts, so that is at least one option.
You can also ask to be set up for digital pharmacy. Digital pharmacy allows you to manage your prescriptions online and allow you to see what prescriptions are in you profile. This may be better if you prefer to actively check instead of waiting for a message, but I don't know if you have a computer or internet access (some rural locations have pretty spotty internet service).
Again, it is not necessarily lack of care on the part of pharmacy staff. I know that 16-20 minutes is a LONG time to be waiting on the phone. Unfortunately, more and more, there are times when there is just one very stressed person serving customer after customer in the pharmacy without help for hours on end. Normally I could advise you to look for a pharmacy with better staffing levels, but that is not always possible in a rural setting. In that case, I hope the text or online suggestions are helpful to you (if you ever see this comment).