Shoppers Drug Mart

I had a disheartening experience at one of the locations. This is the email which i sent to both customer service and the store email however seems that no one actually cares. I am so uncomfortable visiting the store due to this matter and till this day they are still following me around the store. I contacted the customer service line by phone on May 18, someone had “escalated” the matter but i have yet to hear anything. Please find the email below-

A few weeks back, my mother visited the Shoppers Drug Mart located at 629 Markham Rd, Scarborough, Ontario, where she encountered an unsettling experience involving a manager named Nasir. This manager appeared to be following her around the store for a few month however she never thought anything of it. This particular evening she had forgot to get an item so after exiting she came back and the manager asked “why are you back?”. This is againt my human rights and I am willing to go further with this incident. When she approached the store associates to inquire about the situation, one assured her that there was nothing to worry about.

However, despite the associate's reassurance, my mother noticed that the manager continued to monitor her movements. Understandably upset and confused, she approached the manager directly to inquire about his behaviour. Shockingly, he accused her of theft from the store two years ago, stating that she had been banned and caught with stolen items in her possession by a security guard. When asked about about the security he said he no longer works here and that specific security company no longer exists so there is no proof. He then proceeded to say he will follow her around and does not care.

I would like to emphasize that these allegations are completely false and unfounded. My mother vehemently denies ever having engaged in any form of theft at Shoppers Drug Mart or any other establishment. She has always been a law-abiding and honest customer. She has been going to the same location for over 24 years. This accusation not only tarnishes her reputation but also constitutes a serious case of discrimination and harassment. When manager was asked to provide documentation or any proof there may be in regards to this situation he denied and said there is nothing to show as security banned you. However there should be documentation of this happening and video footage aswell. Further more, he also told his employees to not speak to her when she comes in to shop.

It is deeply distressing to witness such behaviour from a store representative that prides itself on customer service and respect for its patrons. We believe that this incident goes against the values upheld by Shoppers Drug Mart and its commitment to treating all customers fairly and equitably.

In light of these events, we kindly request a thorough investigation into this matter. We urge you to take appropriate action against the manager involved, as this behaviour does not reflect the high standards of customer care and professionalism that Shoppers Drug Mart stands for.

Furthermore, we kindly ask for an official apology to be extended to my mother for the distress and humiliation caused by these false accusations and compensation for her time. It is essential to rectify this situation and ensure that no other customer experiences such treatment in the future.

We have been loyal customers of Shoppers Drug Mart for many years, and we believe in the integrity of your brand.

We look forward to your prompt attention and a satisfactory resolution. Please connect with me at the contact information below to discuss this incident further. I appreciate your understanding and cooperation.

Please note I contacted by phone on May 18 and spoke to one of your agents at the contact centre named Monindar. She had advised that she sent this to a higher level and someone would be getting in contact with me as soon as possible however its been 1 week today and I have heard nothing back in regards to this matter. I have contacted the branch manager by email and also tried getting in contact through the store however no one has responded. Seems that no one actually cares about the discriminatory and false accustions you have put onto a customer. This is unacceptable and i will not accept the treatment I have faced at pne of your branches. If need be please provide me with head office information so I can get attention to the incident I have been apart of. If anyone was in this position they would definitely be feeling the way I do at this time as no one seems to care. I am still being followed around by branch associates as if I have actually done something wrong. There is no proof. The assistant manager Nasir has not provided me with any proof.

I was purchasing items on Sat, May 20 at Shoppers Drug Mart that were on sale in the electronic flyer. I picked up the cottage cheese and asked the clerk to scan it for the price as there was no sale sticker on the shelf. She did and it went through at regular price. I told her it was on sale in the flyer and she proceeded to look through the paper flyer. I told her it was in the electronic flyer and she responded that she did not have access to it. I asked her to call the Manager as they would know. She called her supervisor instead and she did not know. I decided not to purchase anything at this store as I did not trust that the items I picked up would scan at the correct price. I put everything back. Correct prices need to be entered in the computer and all sales clerks, supervisors, etc need to be aware of the electronic flyer prices too!

I am writing to express my deep disappointment and frustration regarding an issue I encountered at your store, 3035 Appleby line Burlington tonight. As a long-time customer of Shoppers Drug Mart, I have always appreciated the convenience and quality of products and services provided. However, I am troubled by the apparent difference in treatment I observed based on the amounts of purchases made by customers.

During my visit to this store today I couldn't help but notice a noticeable disparity in the level of customer service received by different individuals. It seemed that customers who made larger purchases were given preferential treatment, while those with smaller purchases were neglected or received less attention from staff members. This observation left me feeling undervalued and discriminated against based on the value of my purchase.

In the rush to serve other customer with $350 purchase, the cashier didn't give the 20% senior discount on the senior day and she didn't give us $10 bonus card either with over $50 purchase. She even didn't give me a receipt. I feel she she was in such a rush to run into the other customer. My mom and I were totally neglected. I found out she overcharged us and asked her to fix it.

I value my relationship with Shoppers Drug Mart and would like to see this issue addressed promptly. Thanks.

On April 27, 2023 at 20:26, I went to the SDM at 6951 Derry Road. purchased amounts including tax for $59.82. I am a senior and received my 20% discount which exceeded the $50.00 amount need to receive the $10.00 Bonus card to be used at a latter date. After paying for the items, I was told that the store did not receive enough bunus cards and there were not any left. No manager was called. I asked if they would put the $10.00 on my optimum card and was told no! I then went to another store on my way home and spoke to the manager and asked if I could get the bonus card there and was told no again. This manager told me that the other store could have authorized the $10.00 on my optimum card.

This is very poor customer service and I am very dissapointed in the responses that I received and makes me want to rethink shopping at Shoppers Drug Mart.

Family member (with disability) required fleet emema for medical test. Purchased two emema's due to potential problems with administration. Successful administration of one. Returned fleet emema to shoppers within 24. Hours of purchase with factory seal on product as well as receipt. Did not return to original store but an alternative shopper. As the store did not carry product in stock, they would not receive return product or grant refund. Required to drive to another shoppers, make sure they carried the product. Again, asked too many questions re why the return. A family member with disability would not have had tenacity to get this refund. You are a drug store and a fleet enema is a drug required for a medical procedure. For a person with disability, this is concerning. I will never shop at shoppers again. Costco, Walmart do not make me run all over the place getting what is rightfully expected in this situation.

May 5/2023 time 5:50 pm hello this incident happened at the bramalea city centre location I was there shopping with my daughter and three of her friends my daughter and I approach the cashier while her three friends leave the store and was standing infront of the store in the mall the manager for that location whose name is Anita came to the cashier while we are cashing out and is complaining to the employee at the cash register saying the girls came into the store and didn’t buy anything including my daughter I immediately caught on what she is referring to and I said to her those girls are with me and this is my daughter and the girls are her friends and yes they did buy something and I am cashing it out for them Anita said to my daughter no you are not with those girls I said yes I brought them to the mall they came in my car and I am responsible for them and she start to argued with my 16 year old daughter going on saying she is lying I said to her you have no customer service here to be speaking like that she said to me I don’t know what she had to put up with for the last half hour which that is not my concern I am customer shopping she accused my daughter friends of not buying anything in the store and is in the store for a very long time she thought the girls were stealing cause they are black anyways I went up to her and asked her name to file a complaint she accused me of being stupid and continued to be on a argumentative meanwhile I left the girls saw what took place so I told them what happened and they were ready to go back into the store to show her their bags if she thought they steal something she has no evidence and Anita portrayed full racism towards the girls because they are black Anita said she is the manager proudly and her behaviour was atrocious unprofessional unkind unacceptable obnoxious disgusting and most of all to young children especially young women if I didn’t leave the store she would have continued to argued with me I am so disappointed for someone who Carries a manager title behaves in that manner it looks as if she don’t have no qualifications to be a manager with the. Behaviour displayed

Bought a pair of Joe earrings on Sat April 29th. They broke in my hand when taking them off the packaging. Returned next day, Sunday, April 30th. Manager on duty literally yelled at me in front of the entire store saying “these are not broken”. When I showed her they in fact where she was unfriendly and reluctantly issued a refund. She was extremely unhappy to have to issue a refund. Unprofessional, disgusting customer service.

Horrendous service, never answer calls, takes days to refill, treat customers like they are beggars and it’s a favor they are doing dispensing a medication you’re paying for. They spread out quantity of medication prescribed to make fee every month instead of dispensing what doctor prescribed. Since Manuel left, this place is absolute joke, stay away. They do not follow the rules or laws, they change prescriptions to monthly to make more money dispensing fees even when doctor wrote for 2-3 month supply.

Today, I went to my local Shoppers (Store # 1219) to drop off a prescription. When I got to the pharmacy, three staff members at the back were chatting. The staff at the pharmacy ignored my presence until I interrupted them. The pharmacy staff got upset because I interrupted them. However, I waited at least 15 minutes until the pharmacy staff came to assist me.
Honestly, I felt that staff need more training on how to provide good customer service.
I hope my next visit won't be so disappointing. Or I need to go another location

Today Saturday April 22 at 1:30 pm I went to my local Shoppers (Store # 0620) to pick up a prescription. When I got to the pharmacy at the back, there were 3-4 people sitting and waiting for a vaccination, and 3-4 milling about waiting to pick up a prescription. There was ONE person working. He seemed totally overwhelmed and was scurrying around looking for papers, etc. This is not serious. NOT SERIOUS. In the end, I left. I had no idea when I would receive my pills.

Sinclair Robinson, 1485 Orchard Ave, Ottawa K1H 7C5

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