Shoppers Drug Mart
Reviews and Complaints

I bought 2 bottles about 2 months back at Shoppers royal oak Calgary location. When I went to use the second bottle the pump did not work . I went to exchange it as it was defective and was advised they could do NOTHING as the product has now been changed to a new line! and it the was more than 1 month old! I had no reason to use it earlier as had purchased 2 to qualify for the optima points . I am totally disgusted with the response as was sold a defective product - did not want a refund - just an exchange for a usable product . I was told they would contact .me but it's been a week and no response . My optimum number is [protected] .

I was fired with only 1 written warning and was yelled at while I was getting fired which all the other employees heard it was very embarrassing and uncalled for, I would stay late every shift and not get paid for the hours I would stay late, everyday I was there the manager gave me attitude and was very rude to me, the manager there has no person skills and is very rude and shouldn't be a manager there just overall a horrible person that picks there favorites

I dropped off a prescription for a medication called "Metvix" on July 23rd, 2018 at the shoppers Drug mart, Bower Place, Red Deer for an appointment with my Dermatologist scheduled for October 18, 2018.

I was notified 2 weeks before my appointment that Metvix was in short supply and that there was a another Shoppers in the city that could provide the medication. One week later I receive a call indicating Metvix not available at either store.

As a result I had to cancel my scheduled appointment.

My frustration is that Metvix has a history of being difficult to obtain. In light of that would it not be prudent to start to fill the order for the prescription ASAP so it would be available for the upcoming appointment less than 3 months away? The expiration date on the product is lengthy - I realize that it needs to be refrigerated, however the medication tube in question is very small.

An employee slapped my hand like i was a child today, it was assault. She said it was the store policy but instead of telling me slapped me. I have never been so insulted and embarrassed it was ridiculous. She is incompetent to run the cash and took 20 minutes for 3 people because the person in front of me she must have tried to ring in the same lottery ticket at least 10 times. No store response very shameful

Hi, I'm making a complaint about your remodeling, I find it very dumb (no offence) that you guys would remodel your stores so everyone has to go through your cosmetics, cause now someone who use to be a daily shopper can't go into tour stores cause I get an allergic reaction as soon as I do. You'd think a place with a pharmacy would steer clear of aiding allergic reactions.

Complaint # [protected]

Please see below in the entire communication to and from me regarding my decision to discontinue my relationship with the Shoppers Drug Mart.

I did receive acknowledgement from the corporate office and here is the complaint number
This is the response from the store owner to my first email of complaint and my subsequent response.
I have just received your email and appreciate your quick response. I did try to reach your voice mail but there was no pick up.
When I went into the store there was no script ready and the young lady attending to me said she would have it ready in 10 minutes.
When I went back it wasn't ready but not only that there was a line up and with each person they were told that it wasn't ready and one woman as she past me expressed her frustration and said that she had called on at 9 this morning and now it was 2:40 and it wasn't ready. I explained what my experience was and the measures that I took including an email to TORONTO head office. I explained to the young man who finally was filling my script that I had sent the letter off to
Both you and head office and also mentioned that the staff should be refusing to work under those circumstances. I have had on occasion been in the store when one of the staff looked so frazzled that I was telling her that I wasn't in a hurry and to take her time at which time she told me that there were days where she was pulled in so many directions that she was often ready to burst into tears. Unfortunately the staff are the ones who get the brunt of customers anger not you. You called me a patient so you obviously seem to believe yourself to be a professional member of the health care team so you really need to address both the needs of your "patients " and also your staff who are human beings. I am a health care professional a Registered Nurse as I mentioned in my email
And a Professor if Nursing and I refuse to tolerates this poor standard of care.
I have lost all trust in Shoppers period and after discussing al if this with my husband we are both transferring h our prescriptions to a non- Shoppers store. You have lost both of our business and I intend to share this with my friends as well. You need to listen to what us being fed back to you and pay more attention to the feelings if your staff as they are not only human beings but the way they are treated directly affects their work satisfaction and ultimately the clients care. Mistakes are easily made as well when staff are feeling rushed and under such pressure. Higher profits do not justify this in my mind. I hope this feedback helps you to make more humane and caring decisions and result in bringing back the type of customer Care that I used to experience.
Cheryl Fenn
Sent from my iPhone

On Oct 21, 2018, at 2:40 PM, Associate SDM1056 (SDM) wrote:

Hi Cheryl,
I am really sorry to hear about your experience today. I can understand and empathise with your frustrations especially when you have to travel.
At Shoppers Drug Mart we always thrive to give the best customer service possible and I appreciate the time you have taken to make me aware of your experience.
I will investigate this and will get back you, please let me know the best time to reach you.

We are sorry to loose you as a patient and if there is anything I can do please reach out to me.
Once again please accept my apologies and I would like to make it right.
I will also look at staffing needs.

Thank you for your time,

Jenny Rajwani

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From: cheryl fenn
Sent: Sunday, October 21, 2018 1:49:11 PM
To: Associate SDM1056 (SDM)
Subject: [EXT] Leaving your Store

CAUTION: External email. Do not click links or open attachments unless you recognize the sender and know the content is safe.

I am going to be moving all of my prescriptions and business to the other Shoppers Drug Mart in Dundas where I am hoping for improved customer service. I am not sure if you own the Store or simply manage the pharmacy so if you need to pass this on to someone who would be interested in customer feedback please feel free to do so.
I have spent 40 minutes nor trying to speak with a person from pharmacy in order to renew 2 prescriptions that are not ready as yet for refill but as I have had to go to England as my 95 year old Mother is poorly, I knew that I would be unable to use the automated system.
I made 6 phone calls to the store and was waiting the first time for 15 minutes to be transferred. I subsequently phoned back several times and waited at least 5-10 minutes each time.
I finally had a very nice person answer who offered to fill the 2 prescriptions for me even though she was only in doing some paperwork.
She didn't deserve the frustration that I was feeling when I spoke with her. She told me that the store was very busy and there were line ups.
I understand that this happens but it is not an unusual occurrence so why isn't the pharmacy being staffed according to your client's needs re volume of customers?
I am assuming this is because there is more profile for the store to do without enough staff!
I have been a customer at this store for 11 years and I also buy all of my toilet articles, shampoos and cosmetics at this store.
I live downtown and have liked the fact that I am able to walk to the drug store so with this in mind I have weighed the pros and cons of giving my business to Theo store and have decided after today's debacle to have my prescriptions sent to the other Shoppers in town along with all of my other shopping normally done with this store.
Over the years I have noticed a decrease in morale in the staff. They looked stressed and on more than one occasion I have seen them dealing with angry customers for a myriad of reasons. There is not the friendly atmosphere that I grew so accustomed to.
I have had medications lost, and on one occasion my medications were mislabelled . I am a retired Register Nurse and a Nursing Professor at Mohawk McMaster and as such was not happy with this type of mistake and did report my concerns.
Today was the last straw for me and has left me with no trust in this pharmacy to adequately deal with my needs.
My husband is also a customer with this store so I will be passing this issue onto him as well and the he can make his own decisions as to whether he wants to stay at your store or move his records and prescriptions on to my new store. I will also be sending both an email copy and a written letter to the Shoppers Headquarters giving them feedback on my experience with your store.
I have no issue with your staff but the management seems to be more interested in overworking the staff so there is a bigger profit margin.
Cheryl Fenn

Sent from my iPad

Hi,

To whom it may concern.

I bought the "LiceGuard" Electronic Lice Comb at Shoppers Drug Mart at "2255 Laurier Street, Rockland, Ontario" at exactly 1:24pm today and when I got home turned it on, ran for perhaps approx. 5 seconds and then it suddenly stopped working and so I headed back to Shoppers Drug Mart to return it and the "Assistant Manager" an arrogant kid telling me that this product did not come from this store as it had a label which the others on the shelf did not have? Even the cashier said I was just there a few minutes ago but he still insisted that the product did not come from this location? I've never been so humiliated in my life in a store as in my experience today at Shoppers Drug Mart...I've been going to Shoppers Drug Mart ever since they've opened doors in Rockland...Switched from Jean-Coutu to your establishment and I will never step foot in any of your establishments after this incident. I was appalled to see the age of the Assistance Manager not being cautions and/or understanding of what I was going through. I will have my entire family's medication prescription transferred back to my previous Pharmacy being "Jean-Coutu".

Sincerely yours,

Past-customer
Ivo Versolato

The shoppers drug mart in Alexandria has repeatedly told me that I cannot get my medication because it is a controlled substance. It is not even a narcotic and there are far worse drugs that should be monitored. The pharmasist take it upon themselves to be the doctor. Your doctor gives you instructions on how to use your medication and they go against that. I suffer from severe chronic pain and now I have been denied my civil rights to access my medication. I only hope I do not go through withdrawal symptoms because of them. My doctor change my prescription in the office and told me she would not send other prescription just to finish the remaining I had Shopper Drug Mart control patient medication. Were is are Civil Rights.
Why should I suffer for them, were is my rights.

Hello, on Thursday, October 11, 2018, I used the self checkout but did not receive the seniors discount. Customer service told me to take my receipt to the store in order to have the discount applied. The store personnel tell me they can't give me the discount. I spent $83.61. There is no signage at self checkout advising customers that the seniors discount will not be effective when using this service. I would very much appreciate receiving my discount and believe I am entitled to it. I can provide a copy of the receipt. Thanks. Bev Hodsdon

I bought a Joe fresh product from 200 Bay Street Toronto on 3rd October and when I opened it the product was deteriorated/dry
After that I called at store to replace it they said they will arrange a call back to me but till date I have not received any call back.
Then I went to same store again and they said it was a final sale we cannot do anything
1. Now my issue is why they are selling bad quality products and
2. Why they can't replace my product it's final sale but on my receipt nothing mentioned that no exchange or returns That way they are making fool to customer and if I will not get a satisfied answer I'll escalate my complaint further

I have my receipt with me

On Thursday, Oct 18th, I came in to run some errands. A woman greeted me politely asking if I needed help and I said no but nicely. Throughout my short stay, I could tell I was being watched/followed. I stayed around the shampoo and hair section looking at the sale items. Later I found myself at the skin care section just browsing, again at the sale items. Again that woman came up and asked me this time if I needed a basket. I replied jokingly that I'm actually probably should stop shopping around already. I could tell my presence was at question. Was it due to the fact that I was dressed in a relaxed manner? The fact that maybe I had a backpack on because I was running errands on my bike? Seconds later another employee, this time an older man, came before me and asked if I was shopping for someone else? I told him that I didn't need help as I was getting annoyed with the stares and constant questions. I've literally been in the store for 2 minutes. He then in a condescending and rude manner replied, ‘Oh, you're perfect! I've never met a perfect person before, must be nice' and continued on talking under his breath. I responded back saying, ‘I never said I was perfect.' As to he responded, ‘I heard what you said-‘ and continued to made remarks under his breath so I couldn't hear him. (Who talks that way? Seriously, unacceptable!) I quickly left so upset. Yes I was looking at wrinkle skin care creams because I am a woman about to hit 30. Yes, a couple of your employees were following me and gave the impression that I was someone who would rather steal from your store than honestly make a purchase. Yes, one of your older male employees rudely insulted my character and gave me a reason to write this today. Of my 14 years working in a client facing role have I ever treated one of my clients in such a rude, demeaning way. I hope some action is taken because this is no way to treat or talk to a client or customer. If this is how to treat a 30 year old woman running errands, I'd hate to see how to treat students, people of colour or anyone else who decides to take of day off some wearing their best.

I've been a customer for about 10 years now. The Shoppers on concession is by far the best shoppers in the city and my first choice for everything.
So when I go into shoppers I expect to be treated with respect. As ALL customers should be treated. I find it very sad that I have to submit something like this. I've never had a (big) problem there with anyone or anything. I do not appreciate being treated like a vagrant or a bum. I did not come in to the store making a scene, like I said before I love that store. I'm always greated with a smile when I walk through the doors. But when I'm leaving and cashing out because I'm a PAYING CUSTOMER, I would like to be treated as such.
It pains me to have to make a complaint about this store but now that I think of it, I regret not saying something.
Here's a tip for you from a customer and a consumer; DONT let snotty arrogant b**chs, treat your customers like the way I was treated today. Why don't you remind them who pays their sallery? Who pays their rent? Their grocery bills? Don't tell your customers, they need to leave the store because they are blocking the way.
My complaint is about a young "women" who I believe was named Rebecka? She was unbelievably disrespectful and it was flat out disgusting the way she treated me. Maybe a little thing, sure! But shouldn't you be worried about what she's said/done to other customers? My question it how on earth did she pass the interview?
I do expect to return in the very near future. But if this happens again, not only will I be making an online complaint, I'll request to speak to the store manager because seriously she needs to knock that chip off her shoulder. She's working. IM playing her wages as a paying customer.

I'm very sorry to who ever has to read this.
Sincerely; a concerned customer.

Date of incident: October 17, 2018

Called to order a repeat of my medication. I talked to the Asia pharmacy assistant. I asked for my Promotrium pills as I did not recieve it with my last order, which was Estrace & Promotruim. The assistant said I received it on September ___. I said yes I received the Estrace but not the other correct pills. She said Yes you did receive the pills. I informed her that I talked to another pharmacy when I received the wrong pills and she said toss the pills and come in and we will give you the promotrium. I explained this was a serious mistake and should not have happen. I have the wrong pills and my receipt of these medications on that particular order. I then said I talked to the head office and they said I could get a 3 month supply on the other prescription which is the Dostenex. She the said, "you always call head office and complain" I said I did complain to your head office before about the service I'm getting but I didn't call again. I called my health plan head office. She went on arguing that I did say I called her head office. I said, I'm not wanting to argue I just want my pills. She was insisting that I always complain about the service. I then said again I just want my pills.(I did yelled it out I just want my pills, because she was talking over and over about me complaining)

She hung up the phone and I called again and another assistant came on and was appropriate to me and we talked about my order.

I take the Dostenex once per week and I would like to get a 3 month supply . This pharmacy has been given me a 2 month supply. I called the health plan to ask if I could get a 3 month supply, They said yes but the Pharmacy has to call us and request this.

I would appreciate an apology from this particular assistant and also I think the assistants should require training in customer service and also take better interest in giving the proper pills to customers. This could have been detrimental to a cleint. I reported a mistake in my order before. (I was suppose to receive 2 pills to be taken and I received only the 1 order and didn't know until I seen my doctor.) My doctor was very upset and said he prescribe 2 orders of pills to be taken. This was fortunate I didn't get ill from this incident.

PLEASE TAKE SOME ACTION WITH THIS SHOPPERS DRUGMART PHARMACY!

This Shoppers is near my place and it is convenient to receive my prescription at this location.

On Sept 28th, I tried to make an online purchase and it displayed payment error and no order was generated but they took $91.27 out of my card. I contacted customer service regarding this and she told me it will be refunded in 3 business days.. I received nothing, so i called customer service again, they promised it will be refunded in 2-3 business days again and asked me to check with my bank. After 5 business days, I received nothing and checked with bank and they said there's no refund from Shoppers drug mart. I called Shoppers 4-5 times and emailed back and forth, it has been more than a month and close to 2 months, I still have not received my money. Each time i called they told me it will be refunded in 2-3 business days but nothing happened. So I told them i can accept in store credit if refund to my card is so difficult, but they refused! I just feel that they never intended to refund my money.
Case # [protected] and [protected]

Hi,

I walked into Shoppers Drug Mart at 7060 Warden Avenue today evening (October 16th) to check my lottery tickets. As I entered the door which is on the left the alarm went off. After checking my lottery tickets I was making my way out and the alarm went off again. An Asian lady standing by the door called me back. I told her that the alarm went off when I entered the store as well. I told her the same thing happened when I entered the store. She then spoke with another Asian man at the cash counter and then told me it was OK. I told her I was going to come back as I had to pick up some mail from the post office and did not want this happening to me again.

I returned to the store and once again on entering the alarm went off. I waited in the queue to pick up my mail for almost 25 minutes and upon arriving at the counter was told that I would have to come in the next day as the postman hadn't returned the undelivered mail that had to be signed for.

I then purchased lottery tickets and made my way to the exit and once again the alarm went off. This time the same Asian man at the cash counter came to me and told me to empty my pockets. This was in the presence of at least 12 customers in queue and was a total embarrassment as I was now being treated like a thief. I emptied my pockets and then asked to speak with a manager.

A white gentleman came and I told him about both the incidents. I suggested that he walk with me through the exit and right enough the alarm went off. I emptied everything that I had and then suggested that he walk with me through the entrance. The alarm went off again. I emptied everything that I had in my pockets (cell phone, wallet, keys, kerchief and comb) and told him he could check me out again. He said something was wrong and apologized. Furthermore, he told me that the same thing happened to a black lady and she was furious.

I visit this store for all my medications and to purchase lotteries on a regular basis but have never experience the alarm going off and still worse, being treated like a thief.

This is placed on record so that this store ensures their scanners are in perfect working conditions so that customers are not treated like thieves. If this ever happens to me again, I will be really upset and take necessary legal steps.

I look forward to your response.

Thanks
Dominic Rodrigues
74 Glencoyne Crescent
Scarborough
ON M1W2Z2
Canada

Hello, I am a 24-year old female and wanted to share my experience at Shoppers Drug Mart 1256 located at 5005 Serena Dr. in Beamsville, ON. On Tuesday, October 9th (~10:30AM) my 23-year old boyfriend went to the pharmacy to pick up Plan B for me. He asked the female pharmacy assistant for Plan B - she asked if I had used the medication before (he said yes) and if I had any concerns/questions for the pharmacist (he said no). Regardless, the male pharmacist rushed over to the counter to intervene. Presently working as a pharmacy technician (in a Shoppers Drug Mart pharmacy) myself, I recognize and understand the importance of pharmacist intervention and providing consultation on OTC products; however, he was being quite rude and giving my boyfriend a hard time. Initially, the pharmacist refused to sell Plan B - he demanded that I be present and my boyfriend provide government-issued I.D to "prove" that he was at least 18-years old. I am aware that in Canada there are currently no age restrictions on this drug - hence, Plan B being available for self-selection in some pharmacies - also, I am aware that the sale of this drug shouldn't be restricted to females 18-years (or older). After making a bit of a scene and verifying his I.D, he hesitantly sold him the product. I don't feel that anyone should feel intimidated (or be refused sale of) emergency contraceptive - for making a responsible decision in an emergency situation. I'm just writing this e-mail to inform you of the situation and hopefully, prevent others from being denied access to the morning-after pill and/or being discouraged from purchasing Plan B because of their Health Care Professional's false facts and personal beliefs.
*I have emailed the owner ([protected]@shoppersdrugmart.ca); however, my email was ignored as I realized the owner is the pharmacist we dealt with. Something doesn't seem right about this whole situation.

This pharmacy has made soo many mistakes. Between forgetting to fill medications, missing meds in blister pack and the final straw was when they where supposed to get a script from doctor for sugar test strips and a week later the doctors office had no request from the pharmacy. So when I tried to discuss this with the pharmacist/ owner she didn't care about the problem but was very offended by my anger to the point of telling me to transfer my meds out to another pharmacy.
Very rude and unprofessional.
A complaint will be filed with the Ontario College of Pharmacists

How can people make purchases in your store at Queen and Kennedy in Brampton, if you can't take your purchases to your car? I won't be able to shop at this location again. The carts lock their wheels at the door of the store so you can't get to the parking log. Why have carts at all if you can't use them? Not a smart decision for the success of the store if people can't purchase large items like cases of pop because there is no way to get it to your car.

My Name is Joanne Powell. My address is 1309 Haldibrook Rd Caledonia ON N3W 1N6 Canada Cell [protected]
I just went to shoppers to buy the HP 15.6" Intel Core i3 4GB/500 GB Notebook for $174.99 with $130, 000 points with the Spend Your Points Event advertised Saturday October 13- Monday October 15. The staff
Marcus took time to call for us to other stores for this item as they did not have one in their store. The other stores did not have it either. He spoke to his manager who said they won't be getting any. He said there will be no stock of this available for this event in this weekend.
I would consider this false advertising. Today October 13 is the 1st day for the Points event and the product is not available or scheduled to come in this weekend. I'm curious as to why the item would even be advertised.
We have been customers for over 30 years. I would like the opportunity to still purchase this item as advertised.
Joanne Powell

I was going to transfer my $9 balance on my Shoppers Drug Mart long distance card to another card BUT the same store I bought it in doesn't sell them anymore!
Instead, there are PC long distance cards, which appears to be almost exact duplicates of the former Shoppers card...BUT the balance can't be transferred between them.

This is a scam.

The cards say they accept transfers, both types, yet you changed your stock so transfer is impossible.

What is more, you are THE SAME COMPANY!

Shoppers and PC are both LOBLAWS!

So when people come to collect MY bills, I'll just change my name so the "new me" doesn't owe anyone, too. And when the new me racks up bills I'll just create another "even newer me" and pull the same [censored].

I want you to honour my remaining balance on the old card in some way.

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