Shoppers Drug Mart
Reviews and Complaints

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).

Today I had a prescription filled that I had had in the past, prescribed by my GP, but this time a specialist had doubled the dosage, as I had not been as responsive to the medicine as hoped for. The Shoppers Drug Mart, located at Broadway and Townline, in Orangeville failed to notice the dosage change, which I only picked up on when I got home. I immediately phoned the store and was provided with a somewhat vague explanation that their 'system was off', rather meaningless and irrelevant, as far as I was concerned. What worries me most is their cavalier attitude; they just didn't seem to care that, while in this case, the consequences were trivial and were averted because I noticed the error, in could have been much worse if the medicine was critical to my health. Everyone makes mistakes but I am wondering if I should start telling my friends that this particular Shoppers Drug Mart doesn't care if they make them.

Hello,

To whom this may concern

today January 28th 2019, I went to the pharmacy in Princeton BC around 9:45 am for a flu shot. Upon receiving the shot the pharmacist said this is special shot because you are pregnant. I told her I was not and I was shocked and embarrassed. I received the shot then went to the assistant at phamasist front and said to her "im not pregnant" as she was the one who wrote it on the form. She replied "oh it was because of the way you were standing." I was so embarrassed and as I was suppose to wait for 15 min Before leaving but left prematurely crying and feeling shamed. I don't think this assistant phamasist should have assumed I was pregnant without asking and I was super upset about it afterwards because I already have low self esteem. Not shure what else to say but maybe for future women going here don't assume ask. I would appreciate a response please.

Kind regards,
Jessica Blue

There is a problem at this pharmacy. First of all, they refuse to fill any Rx in under 24 hours without a lecture to you about what a favour they are doing for you. When I renew online, frequently the Rx is not available for 48 hours. These are not exotic Rxs but very standard products. When I visit the store, there are often many people in the pickup line, 7 or 8 people working behind the counter and 1 person serving customers. When I call, I frequently give up after being on hold for 10 minutes and drive to the store. The pharmacy is simply understaffed. Last time I was in, I asked to speak to the pharmacist in charge and was directed to a door that was locked with the lights off in the office behind. Clearly, he either was not there or the woman who directed me there did it deliberately because I was critical of their services.

When I fill my Rxs there, I also shop. Unless this changes, I will start going to Recall, and I will shop there.

This is a problem pharmacy. Everyone in the neighbourhood is complaining about it, It needs some attention or you are going to start losing store customers, including me.

The Colgate toothpaste was on sale for .77 cents with a PC Optimum Card. We were at the store on January 26 at 9:45 a.m. (the first day of this two day offer) and there was no toothpaste on the shelf.

I asked about it and the lady at the cosmetics desk called someone. She came out and scanned the product number and said that they don't have anymore.

This is unacceptable.

This is a two day offer and you run out of it after two hours of the first day.

The person I talked to didn't care in the least that there was no product available.

My mother purchased prepaid Master Cards from one your retail outlets. Inside were expired Vanilla Visa Cards. Unfortunately this was not discovered until I was left standing at a store having to return the items I was attempting to purchase with your faulty Prepaid Card.

After waiting on the phone for over an hour to speak with someone in your customer care division, the call was dropped. I then had to wait for another 45 minutes to be reconnected and had to start the process all over again.

Finally, a case file was created. I followed all instructions and was told I would be updated within 7-14 business days. That was a month ago.

Not only is your product unusable, the customer care aspect of your business is laughable at best.

This experience dealing with Shopper Drug Mart has been pathetic on all accounts.

I would greatly appreciate a follow up regarding Case Number: [protected].

In summary, my Mother is out of pocket close to 800.00 in tampered prepaid master cards with nothing to show for it.

How can you justify treating a customer this way?

i called shoppers drug mart manitoba clinic around 11:20 a.m. to request a couple of humilin pens be sent out to me and call when they get here since my apt. buzzer code does not work for my apt. well nothing arrived, this has happened to mean before with other medicines not being delivered to me but humulin pen is very important to my life how can i inject my insulin without one.

I bought a pair of gloves from my daughter (Joe Fresh brand) From the store on Dec 26th, 2018. Your receipt shows that you can return to any shoppers drug mart within 30 days so I went to the Vaughan Mills Mall location Shoppers Drug Mart today, January 5th, 2019 (well within the 30 days) to return them as they were too small for my daughter (tags on and with receipt). However, the store manager Anesa was extremely rude and refused the return saying you cannot return to a different Shopper's location that you bought the product from, even though they had the same gloves on the Joe Fresh stand. The staff, after Anesa went to the back, said that she was difficult to deal with and they understood that I was in the right. Anyways, I ended up going to another different location and they returned it no problem. I have all the receipts to show the proof in case you need to see it. But I wanted you to be aware that your return policy does not state it has to be returned to the same store and if that is the case why did the other shoppers take it back. Anesa was extremely rude to deal with, and from what I understood, the way she was talking, she just didn't want to do the return as it would affect her store numbers, even though the gloves were only $6. I'm not writing this about the $6 gloves, I just don't want Anesa affecting someone else especially an elderly person just to make her numbers look good. I think she definitely needs some more customer service training as her employees were more customer service oriented than her.
My Email is Meenal.[protected]@gmail.com