Shoppers Drug Mart
reviews and complaints

I am a senior citizen and last thursday april 11, I thought I purchased life brand b12 - 100 mg. Last night I discovered I purchased life brand b6 - 100 mg in error. I did not keep the receipt, as I didn't know I bought the wrong item. I went today, april 17, to your shoppers drug mart at lawrence plaza, toronto, where I purchased the produce and was told by the cashier they could do nothing without the receipt. All I wanted to do was exchange the product and pay the difference if there was. The cashier was very courteous. I asked for the manager. She explained the situation to him and he said there was nothing to be done. I asked to see the manager and he told the cashier to tell me to come back in 1/2 hour he was busy. I also am busy and have more to do then wait 1/2 hour for him. I wanted to speak to him on the phone, but he wouldn't take the call. I went to the back of the store where I encountered the owner alex. She would not give me her last name. I explained all, and she again said, nothing can be done without the receipt. I suggested she look at the optimum information, as the purchase was done on that and she said she can't. I find this hard to believe, as the information on the optimum account probably goes back to the beginning of time. Discussion went back and forth for a couple of minutes, but she would not let me exchange the product. I then might have said something a little rude, as I was very upset.in the end I told her to keep the product, she needs it more then i. She also advised me to leave the store now and not to return. I proceeded to another shoppers at bathurst & invermay, toronto, purchased 2 of the correct vitamins and asked their return policy. She also said a receipt was needed, but when I explained what happened, she said they could look it up on the optimum account! I found the owner, alex, with no last name, was very condesending and not living up to the statement of "the customer is always right". I have worked for over 50 years and dealt with many situation. When someone requests the manager, they should never be told come back in 1/2 hour. I would appreciate a reply as soon as possible. If it helps any my optimum number is [protected].

Esther steinberg
174 tansley road,
Thornhill, ontario l4j 4e7
[protected]

I try to put money on my Visa prepaid card today at your Dawson and Wyandotte location. All she kept asking me was how much I had I said I didn't know because quite frankly it's not my job and she has to count it again as you can ask me again. She kept looking at me and staring at me and then decide to laugh at me. When did it become acceptable customer service to laugh at a customer. I went to the pharmacy to complain and he could care less. What a joke! Just take the money and count it like a normal he civil human confirm it's the right amount and then put it on the card. When does it become acceptable to laugh at a client there I said it again. Absolutely bizarre

I purchased an Xbox one at a shoppers drug Mart in Scarborough and was told if it's unopened with receipt within 30 days, it can be returned. I tried to return it at this Markham location and was told that I have to go to the same store I bought it from. Why do I need to travel to another city to return something? The manager said it's because it's electronics and questioned if the product was opened. It was not! In fact, she could have cut the tape herself to see that it hadn't been opened. I'm so angry that I'm being so inconvenienced to have to make time to travel much further to return a product. I will never buy electronics from shoppers again, and I will definitely share my poor customer service experience with others. There should not be an issue returning products when you make sure you're doing everything right to return the product.

I got my prescription for my throat pain after consulting with a walk in doctor and the pharmacy over there didn't have enough medicine to provide me and advised me to get in other pharmacy.

The doctor has wrongly written my name in the prescription and she corrected my first name.
I went to the pharmacy at this location and explained them that they corrected my first name.

They called the previous walk in clinic which was closed by that time.

They are not even polite to say that they can't provide the medication. Such a rude way to ask a customer "where is the document to confirm that the previous pharmacy has changed my name".
Really felt annoyed with their rude way of answering me.
They should definitely need a customer facing training.

This needs to be addressed.

there is, supposedly, a contest the Shoppers Drug stores across Canada, that gives anyone with a card, given at the cashier's when paying and going over a certain amount the chance to win 10 $1000 contest started on March 23/19. It will close on April 21/19. However I have not been able to enter these codes and no one I talked to has also not been able to enter. So, is this just a scam to get people to buy? or is there something wrong with the web page?

mid to late November i was at this shoppers location as it was use our points day, i used my point to get a lancome moisturizer "benfait total" since it was points time i was stocking up. got home put it in my drawer and never looked at it again till a few days ago only to realize i was given the WRONG product. so i went back to the above location at kingways and talk to a [censored]'t manager. since i no longer had a bill she kept telling me store policy is only 30 day for exchanges/returns...i'm like who keeps bills from 6 mths ago...all she was interested in my store policy is.. store policy is after maybe getting a little mad and telling her to keep the product as it was useless to me and asking where customer service was/is she said she would forward me on to a manager i said i thought u were the manager ..she was only a asss't. so on april 10 i spoke to the manager rita who was more interested in bereating me for the way i talk to her [censored]'t ( if you can't handle a little rudeness maybe u shouldn't be in that position then) i asked her if she wouldn't be a little upset and again where is the customer service, she again berated me for not having a receipt and said in the future to A) make sure i get the right product and b) ask for a email copy...i told her i wasn't aware they even did that as i was never asked before. she told me she would only do a gift card, which is fine but i don't need or deserve the berating. what happened to the customer is always right!

With my purchase I requested cash back in the form of loonies and was told no by the cashier because she cant give up her loonies. I asked if they did not have a cash office which the cashier replied with "Well we do, I didn't think of her" and laughed and asked if I wanted a bag for my things. I said no, she then said with a brazen tone of voice that she could maybe give me some loonies and asked how many I wanted and I said "no its fine" and left with my purchases. My husband visits this exact store every week to shop and when he requests loonies weekly he is given his cash back without hesitation. This is not the first time my simple request has been denied while consistently my husband is treated with respect when he makes the exact same request. Although this store is the closest establishment to our home we will not visit in the future. If loonies as cash back were denied to all your paying customers then that I would understand, but to treat men with respect and young women with condescending remarks and a different set of rules is both ageist and sexist and we will not support you in the future.

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