Shoppers Drug Mart
reviews and complaints

This is not a complaint suggesting the druggist purposely short-shipped me on 2 scripts.
The attached photos show the same size container for both pickups.
When I got the first one with a 270 count on the label, the container was packed full to the top. I came home and did a count and found it about 35 pills short. In other words the true count could never fit in that container.
When I brought it back and showed the druggist the shortfall, I had no trouble getting the remaining ones.
Because of that episode, when I got the 144 pickup yesterday, I counted them and there were only 130 pills. There was plenty of room for the missing 14 to fit in. I reported it and was invited to come back today to get the missing 14.
I asked what the process was to count pills and she said it was done by a machine.
Well, it doesn't work!

In your flyer ending on June 10 you advertised an ASUS Chromebook for $229.00 of $89.00 if you spent 100, 000 points. When I went to my local Shoppers in Kemptville they did not have the item. I checked with 6 other stores in the area of none available. In these COVID times a deal like that is rare. I fail to see the reason why you would advertise an item and none available. I am sure that this complaint will not be read but I would appreciate an a response to this concern.

Patient : Samia Abdulgawwad
Pharmacist Mrs.Nawroza Macklai.
Date:9/June/2021
Time 4:07 pm
Incidence: The pharmacist refused to fill levothyroxin prescription claiming that the prescription was expired. she said it was since 2020 and did not listen to us or provide explanation for why she refused to fill the prescription . she hanged the line and was extremely rude over the phone. she said i am the owner of the drug store and i am not filling the prescription and hanged the line.
My husband went to the pharmacy to talk to her and asked her why did you hang the line she said the pharmacy was busy while there was no one standing in the pharmacy.
all what we wanted is an extension for few days till I see the specialist.
I am extremely compliant on my medication, i travelled back home outside Canada for family reason where i continued taking the medication over there. and just arrived two weeks back, was quarantined and now i am out of medication.
she can extend the prescription if she wanted but she was arrogantly enough to not even offer us an explanation.
we were never been angry patients and we respect the HCP io hope she do so. her way in not acceptable nor understanble.

I've received as a gift several shoppers drug mart products, one of them is fragrance discovery shoppers drug mart exclusive and good girl parfum also shoppers exclusive. Due to got a lot of parfum present i've tried to return the two above, in the store i've been told they don't receive these back without receipt. These are not opened and their sole products!

Hi I am complaining to you in regards to your sdm on mccarthy rd in ottawa.
I ordered a refill of two prescriptions. One of them had to renewed by the doctor and a fax was sent. I went this morning to pick up my order and was faced with a very rude person at the pharmacy counter. I was told that the refill in question was not filled because it was not ordered. So I was told to come back in 1 hour and he would have it ready then.
Does it not stand to reason that if a person ordered the renewal that it would be needed to be filled.
This store has major problems in filling out the renewals on time. I have encountered this problem so many times in the last year. Something needs to be done about this store. It is very fustrating when you have to go back a second time because they are not fulling there duties

I purchased May 31st 2021 no name mustard which the ticket said spend 20.00 get 4, 000 points when I checked out, the points were not on the receipt I spent 38.38. The ticket did not go into details of the 20.00 it did not specify the criteria of the points I would like this resolved please my email is
[protected]@cogeco.ca
Carrolle Ashton

Myself and my Nurse Practitioner colleagues on Vancouver Island in British Columbia often contact Shoppers Drug Mart with prescription requests. The phone tree offers the choice; "If you are calling from a Physician's office, press 2". Would it be possible to make a small change to; "If you are calling from a Physician or Nurse Practitioner's office, press 2"?

Thanks kindly for consideration of this request.

Catherine Ryan, NP
Island Health Long-term Care
Catherine.[protected]@viha.ca

To whom it may concern:

I was shopping at the 3874 Bathurst Shopper's Drug Mart this morning. I needed a new brush head for my electric toothbrush. I was reading about the different type of bush heads when I noticed male beside me checking out different items in the same aisle. He was there an awfully long time, so I figured he was looking at me. I observed people coming in and out of the aisle while looking at the same products as I was. This guy continued to look at random items.

I picked out the bush heads that I needed and proceeded to a different aisle. I noticed this man pass the aisle. I knew he was following me. I then went to the food aisle, he suddenly appeared pretending to stock cookies. I decided to approach him and asked, why are you following me, do you think I am going to steal something. He said, "no no sorry" and walked quickly to the back. I stood near the door waiting for him to return to talk to him. I wanted to know, why me?

I went to the front and purchased the items. Then I asked the cashier, can I speak to your manager. She said he was right there. He was behind me in plain clothes observing whether I was going to purchase the items or not. I approached him and asked, why were your employees following me? He said, "he asked them to because there have been recent thefts for toothbrushes". He noticed I had a backpack on as well. I told him that is B.S. I saw other people in that same aisle, and it appeared as though they were not followed at all. He profusely apologized. I told him about the plight, as a black male, that I experience daily. He continued to apologize then I left.

I want to make a formal complaint to prevent this unconscious biases to happen to others. For my job we take courses to prevent this from happening. I would recommend that your employees do the same. I will go to the store tomorrow to get the manager's name.

Having moved cities, we tried to transfer prescriptions to the Shoppers closest to our new home. We tried using the online form and could not get it to work. We went to the Shoppers and were told that we'd have to return to the city we previously lived in to have the prescription transferred. We called and spent an hour on the phone with a very unhelpful customer service agent named Saad that told us the same thing. There has to be some way to transfer the prescription without this much hassle, but nobody at Shoppers can figure out any way to do this. We asked to speak with a supervisor and were refused. We asked to file a complaint and were refused. This is absolutely unacceptable customer service, especially when we are trying to survive a pandemic lockdown!

In september of 2020 my prescription was cut in half. I asked the pharmacist about it. His response was that sometimes the doctor will change medication without notice. I asked my doctor, he said he did no such thing. I did some digging and found that the prescription of Lyrica 75 mg per day was issued in November 2019, then doubled in January to 150 mg per day because pain relief was insufficient. Somehow they took the current prescription and replaced it with the obsolete original.
In March 2020 I had to give my phone number to the pharmacist as they had no record of it. This was concerning as I have been an online participant of notifications thru text message and email for the at least a year.
On April 08, 2021 there was a refill designation for salbutamol (rescue) inhaler which i desperately need. On the 12th when my current inhaler ran out the refill was no longer there. I contacted the pharmacist. He stated there was no evidence that what I was saying was true.

So far my medication quantity has been changed, personal information lost or deleted and scheduled prescription vanished. Not to mention being indirectly called a liar. Also told IT problems were not his concern and I would have to take it up with someone else. Also he made me an offer to replace my missing meds for a cash fee. Which was unnecessary as my meds are covered by my insurance. He also stated "I am overworked and underpaid". This behavior is extremely concerning and unprofessional for someone that is responsible for dispensing medication to sick people, and a representative of Shoppers Drug Mart.

We have been customers of SDM, Fergus for >15 years.
In the past it has been very easy to reorder RX, on phone to save time before picking up the medication.
However, now it seems that we have to listen to ~5minutes of advertising before placing the order.
This seems totally unnecessary and time consuming.
If you cannot go back to the former method of taking a reorder, we feel we will have to change Pharmacies.