Shoppers Drug Mart

November 16, 2021

To whom it may concern,

Hope all is well and safe with you and your family.

I am writing this letter to inform you about the improper treatment I have experienced in one of your stores. This is at Shoppers Drugmart located at 2202 Broad St, Regina, SK S4P. There is a male East Indian that I don't know the name and Audra. The person who degraded us deeply is Audra. As per herself, she is the Chief Supervisor. I am utterly shocked that people with this kind of behavior are actually employed by your company, who does not even have the sense of how one should behave with another person.
This happened on November 12, 2021 between 11- 11:30pm. In one of the groups I am in, I saw a post where I can buy a Palmolive dishwashing soap for just 15cents because you will get points with your purchase. See attached photo.

It was a very good deal and very hard to pass on. I need it and will be a good addition to my Christmas basket gifts. And if I really can get more, I can send some back home and some can be donated as well. At 10:30pm, me and my sister decided to go outside to do this deal and we are very excited. First Shoppers that we went to is already sold out, we actually saw a customer getting the last few bottles. So, we went to SDM Broad Street, hoping there will be more left and to our surprised, there are probably less than 30 bottles there. So, I told my sister to grab 26 bottles (for her household and mine) since she needs that much to trigger the 20x when you spend $50 for transaction and I grabbed 8 bottles only since I grabbed my kids formula milk and other stuffs to make it to $50 for my own transaction.
So, while my sister is roaming around the store, Audra saw and approached her, she told my sister that there is a Limit of 4 which we know is not true since there is no limit in the flyer, no correction notice whatsoever in the store. She also asked my sister why she is buying so much which I believe is very improper to ask to the customer. My sister politely explained that she is buying for 2 household which is her household and my household. A male East Indian employee came and said, "I don't care if you are buying these for two household, there is only a limit of 4." Since we also know that a store has a right to impose limit when necessary, so she respect their decision and didn't even argue with them. However, Audra is continuing her very malicious remarks that the second household my sister is referring about is the other customer who bought earlier with too many bottles of Palmolive dishes. She specifically said "so you are with the other lady who bought so much, she is your another household and now you are buying again". Still, my sister remained calm and just left and just went to me to inform of the limit and told me that she's been thought of something. I didn't actually mind that, since for me, it can really happen since maybe a lot of Filipinos went to the store to do the same deal. And since I have 8 bottles with me, I proceeded to go to the till and I will just ask a consideration to get 8 bottles since I am with my sister and to be able to meet the $50 minimum spending to get the offer. However, to my surprised, when Audra saw me, like we are 20 feet away to each other, she yelled "Look at her, she also got a basket full of soap" Her voice is loud, and I feel embarrassed with how she treated me. Other customers probably hear those shameful remarks that sounded we did something illegal. So, when I am in the till, I still politely asked her what is wrong. Then she is explaining with an angry tone that there is a limit, and I cannot just buy those. So, I asked her why does she need to yell, and I also pointed out that my basket has only 8 bottles. She was never even sorry even after pointing it out. Then I asked her why she accused my sister of something in which she denied and this time she is saying that she never said that she is just asking that "maybe" my sister is connected with the earlier customer. Her tone of voice is not changing, still loud and irritated. I told her to calm down since we are not even insisting on buying the soap. To make it worst, the security guard is in the scene, but he never did anything to me because he knows that I am not making any commotion there, its actually Audra who is doing all the talking. She even told us because we are getting the products for free that's why we want to buy the soaps. I told her we are still going to pay it with our money and we will earn points after and that we need to use it in their store. And what is the problem with that, it's a very good deal. We are buying it with our own money and not stealing. We are also not insisting to buy them. And of course, in situation like this, other customers will think that we did something wrong, and they are watching us. I never been humiliated like this in my life. My sister, despite of what they did to her, is going to put back the soaps to the shelves since she doesn't want to add it to their workload have heard Audra's voice while talking to me so she came to the till instead. One of the Filipino employees there told my sister in our language to just buy to the other store, my sister replied in English (to avoid another issue) that she is never insisting to buy the items. Then suddenly, Audra said "See, she's dragging another people in this issue etc etc". She accused my sister again. So, I asked her again what is wrong with that one. Then she asked me "Are you going to buy this because I am done with you and tired of your statements, you keep on saying the same thing" I am speechless after that and just asked her name and she told me I can call in the morning and talk to her manager.
This is not the way to talk to customers even if there is some kind of issue. She can just inform us in a nice way. We are never been rude to her. Despite with what she did to us, from start to finish, we remain respectful to her. But we are very hurt with the experience especially the false accusations happened to us. I would like to request you watch any CCTV videos you have that time as I can only say here the things I remember and to be able to see that I am telling the truth. I love doing business with you and been a loyal member since I came here in Canada on 2015, especially your Optimum points program, I have your Elite mastercard and was a PC insider too. But I cannot accept someone behaving with me in the manner that I have just explained above. So, I expect you to take actions against Audra and the other male employee who represents your company and inform me regarding the steps that have been taken by you in this matter. I believe you will do something to show that you protect your consumers too.

Thank you for taking time to read this.

Respectfully Yours,
R.
+[protected]

I was given a buzzer that would buzz whenever my prescription was ready. I sat there in pain for an hour! People who came in after me were getting their prescriptions so I went up to the counter. They said that my prescription had been ready for a while. They said they buzzed me but it never did! The buzzer malfunctioned so I never got notified that my medication was ready. They knew I was waiting in the store but never made an attempt to find me. I sat there for an hour in pain while I was sitting in a chair directly next to the pharmacy. They could all see me there. What a disgrace. I am so upset. Your employees need to be better. I'm good at my job, they should be too. Don't let this happen to anyone else.