Shoppers Drug Mart

To the Attention of:

Mrs. Andrecyk Store Owner 1171 &
Shoppers Drug Mart Customer Service

Re: Formal Complaint, Pharmacist Store 1171

I am writing in regards to a situation that occurred the morning of Saturday March 30th 2019 at the Shoppers Drug Mart Store #1171 at Dundas & Vansittar. Woodstock, Ontario.

I would like to file a formal complaint. On March 30th my rights were violated by a Pharmacist at Shoppers Drug Mart Store #1171 My statement below explains how said Pharmacist violated my rights in accordance to the Ontario Human Rights Code as well the Ontario College Of Pharmacists. Moving forward in my statement I will refer to these three establishments as ‘OHRC, ' ‘OCP' and 'SDM' and I will refer to the Pharmacist as ‘Mr. D.'

Approximately 15-30 after my encounter with Mr. D on Saturday March 30th I called the pharmacy at Store 1171 to obtain the name of said pharmacist that I had met with just prior. When the phone was answered I asked for the "Pharmacist on Duty" name. The maIe who answered declined 3-5 times to disclose the name of the pharmacist. (it was Mr.D on the line ) I asked repeatedly and was denied the name of the POD and was only given the answer that "his associate" would call me. (During this time he acknowledged it was him)
It is now the late evening of Thursday April 4th (5 days later and I have NOT received any form of communication from anyone at SDM. I am still unable to obtain Dr.D's name which violates my rights. I have been waiting since March 30th to file a complaint with the Ontario College of Pharmacists. I have been denied this information and have waited a significant amount of time for "the pharmacist's associate' to contact me. Upon response of this email I am once again requesting the full name of the pharmacist.

During my visit on March 30th the pharmacist, Mr.D belittled me, made me feel unworthy, a problem and unwelcome in SDM. He would not issue my blister pack of medications for two weeks that I had dropped off the script the previous day. I had confirmed by another pharmacist and the owner Mrs. Andrecyk that it would be ready for me on friday. I was to travel Saturday morning to see a unwell family member. My plane was cancelled Due to the bankruptcy of WOW AIR, all planes of theirs were grounded... So I went to SDM the morning of Saturday (March 30th) instead of Friday (29th) to pick up my script and rebooked my flight with another carrier.The 2 Blister packs (2 weeks worth of meds) were filled out and ready to go, shown to me by another pharmacist or technician working at that exact time and visit. They were filled and Ready for me as I saw them with my own eyes, however Mr.D refused to issue them to me. He through "not exact words' implied I was a drug addict when he denied my prescription which was faxed from my psychiatrist the previous day. Mr. D literally made faces and sounds as if i was faking and lying every time i answered one of his questions of his that was not to his liking.
Mr. D asked me where I was going for 3 weeks, and said "which pharmacy will be close by so I can happily transfer over your file too." I did not want my files transferred which I expressed before to him because I was leaving the country, in which he chuckled at and word for word said "there is always an issue with you wanting your meds early or your going away here or there or losing them."
I get my meds by the week...
I have lost 2 prescriptions in the past year 1) vyanse controlled substance and 2) an antibiotic which was a few weeks ago. People DO loose things! That track record-- does not make a connection with a 'drug seeking person'
I have a life, and I go places, does that mean Dr. D is entitled to berate me? -- There was one time where the pharmacy ACTUALLY CALLED ME TO PICK UP MY MEDS early. (one Wednesday I was called to pick up. As per the instructions of Mr.D SDM clearly broke the law and issued my drugs a day early as Thursday is issue day. Where I am travelling to in is none of his business and breach of my Personal Privacy. When I told him it was none of his business HE LAUGHED OUT LOUD AND ROLLED HIS EYES AT ME. He basically laughed in my face and did not listen or believe anything I had to say. Dr. D sassily and sharply told me that he went to school for 8 years and that word for word of his "I should know the nature of my prescriptions." (1 prescription is a controlled substance at 20mg. out of a total of 6 prescriptions.)
LAST MINUTE I made sure I saw my psychiatrist before i left the country (to change weekly dispensing and some dosages of script..my doctor confirmed since i already had a blister pack for the week that the changes in dosages would change on my next blister pack and I could pick up my two weeks worth of meds because that was the day they were issued for. (The decision for weekly dispersal of my prescriptions was made by my doctor AND MYSELF ... then was extended to two weeks mutually. I was in the Woodstock hospital for two weeks in March and I agreed for my team of psychiatric care divulge the information to the team about my scenario at shoppers drug mart. (I overdosed on purpose), however As stated by my psychiatrist on March 29th I would now be in allowing taken off the one week dispersal because I was evaluated and determined to be in the right frame of mind and had no signs of self harm. I believe because this information was shared Dr.D he personally placed judgment on me treated me like a criminal)
during our session on March 30th.) Even if Dr. D did not want to issue me the controlled substance I would have taken the rest of the meds and made due but he would not release any meds even the ones there wasn't even a hold on those.
I have a recognized disability though not seen physically, by a professional team.

Complaints:

Dr. D RUDELY said: "Speak to me like a human being" at the beginning of our encounter when I raised my voice because I was frustrated that he was not releasing my medication as per my prescription and the okay by the owner, pharmacist on the previous day. I absolutely DID NOT use any foul language or say anything inappropriate, His sentence was uncalled for, and Dr. D made me feel as if i was a problem and hassle when he said my prescriptions "are complicated and always changing." IS THIS NOT THE JOB OF A PHARMACIST? HOW DOES HIS OPINION OVERSEE MY PSYCHIATRIST? He would not issue me two weeks worth of meds AS my prescription stated.
Dr. D was extremely bothered by me asking questions and wanting an explanation/clarification. He did not want me questioning anything about his authority. He puffed his chest and raised his voice when I questions. He was hostile. inhumane in his answers and very short and mean.
I was told on March 29th by a male pharmacy who confirmed with the Store Owner Mrs. Andrecyk, that i could indeed get my TWO WEEEKS worth of medication

Dr. D Word for word said to me that "He did not want to deal with my drug seeking behaviour. Out of everything this is the most disturbing to me. How could a professional say this to someone who just tried to commit suicide 6 weeks prior He was told this. HOW CAN I BE A DRUG SEEKING CUSTOMER WHEN I AM ASKING FOR TWO WEEKS OF MEDICATION SO I CAN GO A VISIT MY FAMILY MEMBER WHO IS DYING? I honestly cannot even believe a professional said this to me. THIS IS PURE DISCRIMINATION.
Dr. D said word for word, "I would be happy to NEVER see my face again"
Dr. D said word for word that: ‘ He had 8 years of school and he certainly was't going to loose his job for me and my prescriptions. He also said word for word " i would LOVE that you goto another pharmacy because you are a problem. He stated thatI always loose my prescriptions and (This happened twice in the past year. ( I lost a bottle of vyanse. (20 mg controlled substance 30 days, ONCE LOST / An Antibiotic for bronchitis . ONCE LOST in March, '19.)
On the day my prescription was faxed to the pharmacy I spent 5 minutes explained to another male pharmacist that he was not looking at the current prescription. I had to literally tell him that i was allowed two weeks while he still said I was only allowed one week till HE finally listened to me and looked at the prescription sent that day! He could not find the new prescription for almost 5 minutes than needed to confirm he could release drugs to me to Mrs. Andrecky. The pharmacist Actually asked me word for word " to come back later when another pharmacist was available to read my script. I'm a 34 year old woman... there has got to be another person at this SDM with more than 6 pills prescribed at a time. Clearly there is a lack of training.
Dr. D stated someone would be in contact with me a 5, almost 6 days later nothing
Dr. D asked me what pharmacy I wanted to be transferred to because He was ending the "pharmacist and customer relation" He said he would more than happily call them personally to transfer my file. At the time I had no idea where I would go because I do not have a car or access to one. Due to my disability, it is extremely hard for me to access other pharmacies.When I called back to have him transfer my file he refused to call the pharmacy of my choice as he said he would once do. and said I wold have to have them call him.

I am requesting that I be able to obtain my prescriptions from store 1171. It is literally across the street from my apartment, a 1 minute walk from my house. Due to my disability less travel and public exposure is required. I had to transfer my prescriptions to walmart ay my expense of travel this week because the Mr. D did not provide me an true explanation or sufficient time to organize any changes. Due to my disability I cannot afford to travel to walmart or any other pharmacy because this is the closest one to me.
I will give a thank you to the woman pharmacist who is short with black hair almost like a bob. She has always treated me with dignity and respect. She is always kind, smiles and makes sure i understand all my meds. She takes the time to ensure excellent customer service while ensuring my dignity.

A FEW of the Violations of OHRC & OCP:

FREEDOM FROM DISCRIMINATION
Accommodation
No tribunal or court shall find a person incapable unless it is satisfied that the needs of the person cannot be accommodated without undue hardship on the person responsible for accommodating those needs, considering the cost, outside sources of funding, if any, and health and safety requirements, if any.

Services
Every person has a right to equal treatment with respect to services, goods and facilities, without discrimination because of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status or disability.

Accommodation
Every person has a right to equal treatment with respect to the occupancy of accommodation, without discrimination because of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability or the receipt of public assistance.

Contracts
Every person having legal capacity has a right to contract on equal terms without discrimination because of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status or disability.

OCP
Non maleficence (do no harm, and prevent harm from occurring): The second foundational principle that guides our commitment to serve and protect the best interests of our patients addresses the reality that as we strive to benefit our patients we must be diligent in our efforts to do no harm and, whenever possible, prevent harm from occurring.

Respect for Persons/Justice: The third foundational principle merges the principles of "Respect for Persons" and "Justice" which collectively guide our understanding of how we ought to treat our patients. Respect for persons acknowledges that all persons, as a result of their intrinsic humanity, are worthy of our respect, compassion and consideration. We demonstrate this when we respect our patients' vulnerability, autonomy and right to be self-governing decision-makers in their own healthcare. The principle of "Justice" requires that we fulfill our ethical obligation to treat all patients fairly and equitably. Accountability (Fidelity): The fourth and final foundational principle directly ties us to our professional promise to be responsible fiduciaries of the public trust ensuring that we keep our promise to our patients and society to always and invariably act in their best interests and not our own. It is this principle that holds us accountable, not just for our own actions and behaviours, but for those of our colleagues as well.

2. Principle of Non Maleficence The ethical principle of "Non Maleficence" refers to the healthcare professional's obligation to protect their patients and society from harm. Application Pharmacists and Pharmacy Technicians refrain from participating in behaviours that may harm patients or society and whenever possible prevent harm from occurring. Standards 2.1 Members refrain from participating in behaviours/attitudes which could potentially result in harm and utilize their professional judgment to make every reasonable and conscientious effort to prevent harm to patients and society. 2.2 Members practice only within their scope of practice, recognize their limitations and when necessary, refer the patient to a colleague or other healthcare professional whose expertise can best address the patient's needs. 2.3 Members disclose medical errors and "near misses" and share information appropriately to manage risk of future occurrences. 2.4 Members act with honesty and transparency if harm does occur and assume responsibility for disclosing this harm to the patient and initiating steps to mitigate the harm. 2.5 Members challenge the judgment of their colleagues or other healthcare professionals if they have good reason to believe that their decisions or actions could adversely affect patient care. 2.6 Members provide the patient with relevant and sufficient information regarding the potential harms identified in terms of risks and the most frequent and serious side effects associated with the medication therapy or pharmacy service.

3. Principle of Respect for Persons/Justice The ethical principle of Respect for Persons/Justice refers to the healthcare professional's dual obligations to respect and honour the intrinsic worth and dignity of every patient as a human being and to treat all patients fairly and equitably. Application Pharmacists and Pharmacy Technicians respect their patients as self-governing decision-makers in their healthcare and treat all patients fairly and equitably. Standards 3.1 Members recognize and respect the vulnerability of patients. 3.2 Members respect and value the autonomy and dignity of patients. 3.3 Members practice patient-centred care and treat patients with sensitivity, caring, consideration and respect. 3.4 Members listen to patients to seek understanding of their needs, values and desired health goals and respect their right to be an active decision-maker in their healthcare. 3.5 Members respect the patient's values, customs and beliefs and their right to hold these as selfgoverning decision-makers. 3.6 Members respect the patient's right to privacy and do not disclose confidential information without the consent of the patient unless authorized by law or by the need to protect the welfare of the patient or the public. 3.7 Members seek only that information that is reasonable to make informed decisions about the patient's health and the treatment alternatives that align with the patient's treatment goals, unless otherwise authorized by law.

I look forward to a response from the Store owner AND from head office of SDM on how this situation will be handled and rectified and I once again request the full name of the pharmacist I dealt with.

Sincerely,

Cortney Bendell
[protected]
[protected]@hotmail.com

Every time I try to sing in online it goes to a blank page. I am on disability and it's hard to go out and do things sometimes. Not impressed that I can't fill my prescription and then the fact that I have to have a minimum of 350 characters is even more BS. Just once I wish people who weren't disabled could live in our shoes for one hour. Then I bet you selfish people would make sure your online stuff and your manners and everything else we're up to par thanks

I have been using this location for prescriptions (for my husband, children, and myself) for several years. We are on no regular prescription medication, except that my husband and child have asthma.

It has always seemed that every time we need a prescription filled, there's an issue. They don't fill it. We have to call a few times to get what we need. No one calls us if there is an issue. We come when we are told it will be ready, and we wait. It's just been annoying and inconvenient. The costumer at this location is terrible, they are borderline-rude, and not helpful.

Several months ago, our pediatrician changed my son's asthma regime (not his prescription). As a result of the change, my son needed to take 1 extra puff a day of his steroid inhaler. When my husband went to fill a refill of it, the pharmacist accused him of overusing the puffer on my son, and tried to tell my husband exactly how much he should be getting a day. My husband, of course, explained the change in treatment plan, which obviously would not have been relayed previously to the pharmacist. It just seems that every minor thing becomes a big thing.

I am not pregnant with twins. As a result I have severe hyperemesis. I was prescribed one drug which did not work. After that, my doctor prescribed a small prescription of Zofran, just to see if it would work. She did not give me a full prescription, since it's very expensive, and we weren't sure it would take. I filled that prescription of March 13 (after, again, it being a struggle to fill it, and a struggle to pick it up).

2 days ago, after meeting with my doctor, and agreeing that Zofran was working for me (albeit with side affects), she sent refills to the pharmacy. On 3 occasions I had spoken with them on the phone to fill that prescription. It was to be ready yesterday. It was not ready when I went it. Then, it was to be ready today by 9 am. I took my last pill yesterday, and desperately need it to get through the day without vomiting. I arrived at 9:30 today to pick it up. After much confusion they told me my insurance company would not cover the cost ($180) to fill it, bc I can't fill it until 20 days had past. I told them I was not given 20 pills. They told me that I was. I argued with them that I was not given 20 pills - I did not recall how many pills I was given but I know that I have taken one a day since the 13th. My doctor was just giving me a sample to see how I responded to it. Keep in mind that this is a morning sickness drug. The pharmacist got involved. He said to me, in front of other customers "why are you taking more pills than you are being prescribed". I, of course, got very angry and very defensive.

He went on to tell me that I was given "2 boxes, with 10 pills in each box". I immediately disagreed and told him I was never given the pills in a box. I told him I was given a bottle, and the pills in it covered the bottom layer of the bottle. I assured him I was never given 20 pills.

The system was wrong. That's pretty scary.

The pharmacist condescendingly said "he would take my word for it", as if to say "you may be addicted to your morning sickness pills, but I'll give you a pass this time". I am angry, embarrassed, and frustrated. So, the next time I go to refill my prescription (which will be in 10 days), is the system going to say he gave me 3 boxes and I've been tripling up on my prescription? Come on.

This is the sort of crap I have had to deal with for years - a constant dropping of every single ball. It's unacceptable, and it needs to be addressed.

My doctor submitted my prescription electronically. When I got to the drug store the person serving me mentioned I should call ahead and typically it takes 24 hours to fulfill a prescription that was submitted electronically, which did not make any sense. If I drop off the prescription in person it would be fulfilled with that hour but submission by my doctor electronically require a phone call and 24 hours allowance to fulfill. I would think you want more electronic submission because that builds loyalty and patronage. When my prescription is written out I shop around to difference pharmacies.
Also when I gave my experience to the pharmacist he did not appear that interested, sounds like shoppers needs to work on customer service, plus the benefit of integrating technology with their services.

Hello,

I would like to file a complaint about the bad customer service that I received today when I called the number that I was provided with through the email I received confirming my online order. I was calling because even though I was nottified that my order had arrived, no package was to be found at my house.

A lady called Laishaina L. whose identification number is 101882 answered my call and was very rude for most of the phone call. I am very disapppointed in the service that I received since I myslef make it a point to always speak respectfully, even in frustrating situations. I would strongly recommend that Laishaina L. receive some guidance as to how to speak respectfully to customers.

Thank you.
Camille M-P

I asked and purchased two containers of Eliz. Arden Mousse makeup. The salesclerk opened a draw and gave me what I thought was the correct item. I was leaving on a holiday within the next day and packed one of the items. When I needed this item while on holidays it was not the correct item. I was in Arizona. When I got back I attended the store and explained the problem that the salesclerk had created. I did not have my sales bill but copies of my MasterCard bill. They would not exchange the mistaken items for the correct mousse. I am very disappointed with the service I have received. I will not be shopping at this store in the future. Whaat are you going to do to satisfy and unhappy client. The problem was created by your salesclerk.

Cheryl Baldwin

I have been purchasing this product for many years and find them to be extremely helpful. I needed to purchase more of this product recently and noticed that you have changed the product. I find that the new product is not as effective as the original. Is there any way of getting the old product back on the market. I have no other product that helps me the way that the old product did. I have allergies year round (not sure what I am allergic to), so having the old product back will help me tremendously. Any comment would be greatly appreciated. My email address is [protected]@hotmail.com

Regards,

Gail Plett

I took an ID photo for Visa this afternoon at 3:23PM, a staff helped me take a photo, I required her to send me a electronic photo to my email. She said Shoppers didn't have email, they can give me an USB to take my photo but I have to pay $29.99+Tax. I refused, then she printed the photo for me, she charged me $19.99+Tax. Then I returned home to grape my USB because I really need electronic photo for online applying and came back to Shoppers Drug Mart. I told to the staff that I brought my USB, can you give me an electronic photo which I just shot? Now the staff has changed to a man, he refused me, he said I have to use Shopper Drug Mart's USB and I have to pay $29.99+Tax for the same photo. I paid because I need electronic photo. I totally paid $56.48 (including tax) for only one photo. This is very ridiculous!

So, the question is, is that reasonable to charge customers two times for only one photo? Usually, the electronic photo is free in any other professional photo studio, if customers need, they will send by email for free when customers print photos there. Why does Shoppers Drug Mart separately charge for printing and electronic photos? Is that arbitrary charge? Why it is so hard to get an electronic photo in Shoppers Drug Mart? What kind of high technique and skills or services in this $29.99+Tax? Transferring a photo from computer to USB needs $29.99+Tax? Is that reasonable? I can not find any related policy about charging photos like this ridiculous way in Shoppers Drug Mart official website.

I was recommended by a friend to take photo in Shoppers because they said it is cheaper than other places. Unfortunately, I paid more than twice as expensive as other place.

I wish that Shoppers Drug Mart can refund me $29.99+tax for electronic photo which should be free if I have printed photos there. I also can return them the USB they gave me.

Thank you.

Hi, i wanted to complain about your Post office Manager, his complete unprofessionalism, his attitude and total lack of customer service.

I purchased an Airway Back Brace $64.99 plus taxes on March 04, 2019. I purchased this for my mum who is not mobile right now with a compressed spine. I saw this product on line via your company website. I went into your Langley location found the product and purchased it in size small. My mum is 96 lbs right now and thought this would be the appropriate size. Unfortunately her compressed spine has pushed her stomach out (she is 80) Due to this, she didn't even try it out, I didn't even take it out of the box.

On March 09th, I went back to your Langley location to exchange it for a size large. I brought it up to the counter and then had the cashier tell me that your store doesn't due returns or exchanges on this product. I asked for the store Manager who was just leaving, his attitude was there are signs posted all over that say No Returns/Exchanges on this product. I told him I did not see any signage displaying this. He replied they are everywhere in a very unprofessional way, I asked for his name as I wanted to send in a complaint to head office, he didn't give his name and said go on the website as he walked out the store.
I went back to the location in the store where I got this product and found no signage saying this. I then got a very helpful employee who meet me back to where the product was located and sure enough there was no signage stating No Returns/Exchanges in that section. This hombre area is sectioned by vendor, Airway has it's own section, no signage. The employee showed me a little one inch by six inch sign tagged to the bottom shelf of another section for another vendor that doesn't carry back braces.
First off, you should have signage for each section not just some, I would also recommend more prominant signage posted at eye level for each vendor section also with RED print.

The employee was fantastic to deal with, complete opposite of your post office manager who I was told was the Store Manager at first. This employee spoke to a Supervisor and she granted me the exchange.

I also wanted to point out, both times I went to this area of brace related product, there was no staff around. My point is that most customers when shopping for this type of product for themselves would try them on to see if they fit before buying. Either on their wrists, elbows knee or around the outside of their shirt if it is a back brace. I am sure that happens quite often as this product can cost up to a $150.00. If it doesn't fit them, they would put it back in the box and back on the shelf which your store would then sell to another customer even though technically it had been worn.
I didn't try it on as it was not for me, I was buying it for my mum who is not mobile and it want even taken out of the box.

So in short, please review your signage, (More Prominent) and displayed for each vendor for this type of product and have the product in packaging that is not so easy to open.
Most importantly, please write up your Post Office Manager (Clive or Clive I believe his name was) I have never ever experienced such poor customer service and unprofessionalism.
Lastly, please reward your employee who helped me as she was fantastic in her service.

Due to my experience with your Post Office Manager I will never shop at Shoppers Drug Mart ever again, I just wanted you to know about this and hopefully set things right with this situation.

Thanks for your time in reading this.
Sincerely,

Greg Conway

Im an employee in this location. Current assoc did not perform proper employee evaluation which I (all employee) been waiting for which is 1 year since the last. But then with my last pay stub I noticed a $.40 cents increase in my regular rate which is im not sure what is that sudden increase. I demand a proper work evaluation and fair wage increase based on my performance. I know myself and I know my worth I believe I deserve more than $.40 wage increase. I think the assoc made a uniform wage increase to most of his employee as a week before that other employee was taking about the low increase which made them feel sad and insulted instead of feeling excited and happy.
We work hard and we deserve better treatment. Last holiday season it was again a disappointment because the assoc didnt even bother to properly greet and thank his employees for all the hard work that we do.
Please take action on this. Or atleast get his attetion that we are noy happy at all on how his treating his employees.
Thank You!

Feb 20/19 my 13 yr old daughter came home from shopping in the Regent Ave location and was crying her eyes out, when she calmed down I was able to ascertain that her and her two friends had been accused of shoplifting as they were leaving the checkout area after paying for their purchase. The girls were approached by a very angry associate who yelled at them at the front of store claiming that she had caught them several times stealing and they were to never come into that location again, I repeat again, they were leaving the store after making a purchase. My daughter informed the associate that they did not take anything and noted that the associate had a bronzer in her hand that the girls were thinking to buy but changed their minds and left the item on a self. I asked my daughter to describe what they did in the store, my daughter said they were in the makeup section looking at products, selected a bronzer and then went to the facewash section, when in the facewash section they decided not to purchase the bronzer left it on the shelf in the facewash section and proceeded to checkout. I then called the location to speak to the manager on duty and ask for more information on the situation, Cheryl the supervisor on duty was forthcoming in her information and stated that she saw three teenage girls spending too much time in one aisle and that was a red flag, that she saw them take the product to another aise put it down and take another item to check out. I have been a retail manger for 23 years and am fully aware of proper procedures in dealing with shoplifting and the damage of false accusatory statements. I asked Cheryl at what point did she see the girls attempt to conceal the merchandise, to which she had no response, I asked at what point did the girls attempt to leave the location without paying, to which there was no response. I then asked then how is this shoplifting, to which Cheryl informed me that is "protocol" when a customer moves an item from one aisle to another it is considered shoplifting, that is certainly not the legal definition of shoplifting and absolutely not even close to enough evidence to out right accuse someone and kick them out of a store after making a purchase. I am disgusted at the behavior and attitude of Cheryl, your company representative in this matter, it appears very clearly that these girls were profiled and targeted. I have come to conclude that this store would rather not have young shoppers in their store and I will definitely ensure that myself and my three daughters will no longer be stepping foot in any of your locations. I sincerely hope this email does not get ignored and that there is follow up at this location with proper training in Loss Prevention and the damage poor customer service causes.

Sunday February 10th I made a specific trip to Market Mall Shoppers Drug Mart to purchase some Elizabeth Arden Lipsticks to get the gift with Purchase adverstised in the flyer. Shoppers did not receive the Gifts with Purchase yet. This was advertised and illustrated in the flyer. They put me on a phone list and would call me to pickup when they come in. This is false advertising with an inconvenience of having to come back to pick up something that was in stock. Then I went to pay for a bunch of other items along with the lipstick, I had shopped because it was Bonus Redemption. I wanted to use 60, 000 of my PC Points to get $80 off. My Points were scanned and the till said that I can only get points not redeem points. The clerk tried a 2nd time, with the same comment. I asked her to try another till, and the same thing came up. I asked her to speak to someone who will be able to process the transaction and she said that customer service was closed on Sunday. There was no way that I could make the ±$100 purchase redeeming my points of $80 without paying the full amount. She offered to put the stuff away until Monday and come back when Customer Service is open. This is simply unacceptable in both instances. Huge advertising radio and print to bring people into the store, and nothing to back it up with. All of us know that time is money and coming back the next day is a huge inconvenience and coming back a 2nd time to pick up the Gift with Purchase is even a larger inconvenience. As well a number of the items I wanted to purchase were 2 day sale items and were no longer at the sale price if I was to came back on Monday. As a long term Beauty Boutique Customer for all of my cosmetics over 15 Years to say I was very dissappointed is an understatement. I look forward to a review and return explanation on the incidents. Thank you, Nives Fatovic

I am complaining about the dispensing fee I had to pay on Sunday, February 03/2019
Both my wife and I our own insurance through our work. Which Shoppers has in their computer. So there should not be any dispensing fee to pay for either of us on our prescriptions. But I was charged a dispensing fee that day and when I asked about the fee the Pharmacist said that he had ran the cost thru both insurances. That was yesterday today I called my insurance companies to find out why I had to pay a dispensing fee. I was then told by my wife insurance company. That Shoppers never tried to put through the dispensing fee to my wife insurance company. I am very disappointed with this I feel like the Pharmacist told me a lie and that makes not wanting to use the pharmacy anymore.

On Saturday, February 3, 2019 I went to pick up a medication as I had ordered two days prior. This medication had repeats and was due for a refill.
When I got to the pick up counter they could not find it. It was not even filled. I waited for over a half hour (there were no other customers waiting at that time).
after the long wait, I complained and was told they were waiting for government approval on this particular medicine. My husband and I have an excellent benefit package through his union that covers all medications including dispensing fee. I have been on this medication for over twenty years so I have no idea why they were telling me this story. The assistant (not the pharmacist) who took my questions was extremely rude. Then they tried to explain the drug and its possible side effects. As if after 20 years I would know. This pharmacy has changed hand a few times since we came to Alliston five years ago. Always different people who at times do not seem to kn ow what they are doing.
I was so distraught that our decision is to change to another pharmacy once the repeats on our medications run out.
Extremely disappointed!
Connie Krille

Diane at the store in Ingersoll does not have very good customer relations. I went into this store to purchase some earplugs. This product is locked up on the shelf. I went to the cashier to inquire how to get this product off the shelf and she said that Diane is the person I needed to speak with. When I finally did speak with her, she came across like I was bothering her. She was friendlier to the armored vehicle people (at least I think that is who they were).