Shoppers Drug Mart
Reviews and Complaints

I was at the Shoppers Drug Mart at Warden and Sheppard on Friday, September 21, 2018 at 11:15 am. I bought toothpaste which said that if I bought 2, the third one would be free. So I bought 3 tubes of toothpaste of the same brand but different sizes with different promises on them. The price was the same for all.
So I returned them at 1:09 pm.
Here's what I discovered:
1) I cannot mix and match.
2) My bonus Optimum points would be rescinded and I could not reuse the digital offer.
So
1) Why can I not mix and match? The toothpaste was from the same brand and the price was the same. If I can't mix and match, there should be a sign that tells me so.
2)Why can't I reuse the digital offer? I was willing to repurchase everything.
None of what I requested is unreasonable. If I had shopped at an American company like Walmart and Costco, there would not be any of this disrespect to the consumer. Explain to me why I should remain a customer of Shoppers Drug Mart.

I went to the store on Hespeler Road in cambridge Ontario. Used self check out because its quicker. Used a visa gift card to pay. Approved! Except it needed to be re-approved by an employee. So I turned around and I see a cashier looking at me all irate. she comes over looks at the screen i say hi how are you? Being the business professional that I try to be to everyone I meet. Well she says "Im good". Not even asking me how i was back! Rude! Then she goes on about trying to school me about how the self check out wont complete an order if I use a Visa gift card. I said ok sorry I didnt know that & the card went through btw she said yeah I know but your supposed to go to a cashier to check out. (No signs to indicate) . She kept going on and on im thinking like omg. . Shut up already ..So much so that I stopped her mid sentence and I said " maybe I just wont buy this at all how about that?" Oh no she said you cant get a refund its gone through. I was irate at that point because if I cant be refunded for my order then whats all of her complaining about? Do your job and fix the terminal screen for the customer and keep your annoying rambling to your self except if its to ask a customer how you can assist them or hi how are you would be nice! Not impressed at all. Went today around 1:30pm Heslpeler Road in cambridge, ON. Never again, unless I feel like fighting.

The headphones I bought do not work and they will not return them there was a assistant manager named kit (female) whom was extreamly rude and seemed to be judging my product based and return on my skin colour because I wasn't wearing cleaner clothes I just got off work? I was subjected to rude comments and racist outlashings stating "you don't belong in my store"
I say don't ever buy anything from this store the staff are very very rude and have no interest in helping a worthy customer.

Hello,

First off I would like to say I never send complaints for poor service but I felt that I needed to pass along this feedback so you are aware. When I was in the Shoppers Drug Mart on West Broadway and Bayswater in Vancouver, I was looking at a perfume that was in a box. I started to open the cardboard to smell the perfume as most do to smell scents. The customer servuce rep, Jay, very rudedly came up to me (without saying hello or asking if I needed help) told me I am was aloud to open it; which I understand. After asking if they had a tester that I could smell he told me no and that he would bring it up to the front for me to purchase. I understand that you don't want people opening the packaging but truly felt this situation was handled extremely poorly, considering I did not ruin the packaging and it was still in sellable form.

Never once in my life have I been forced to purchase an item without asking if I wanted to. I have now worked in customer service and retail for over 8 years and would never think to treat a long-time paying customer of years the way Jay spoke to me and forced me to purchase the perfume.

This was the first time I have ever had a poor experience at Shoppers, and usually always have pleasant experiences and find all your customer service reps to be helpful.

For reference, my certificate # is : [protected]-3698252.

Thank you,

Lindsay Nidoski

I'm never one to submit a complaint on a store considering I work in customer service but as I was shopping two employees were talking about their lives, totally okay until one of the employees in a black cardigan and with braids talked about her hospital experience and how people on drugs were in front of her and being taken care of first, which she couldn't understand because as she continues to explain she is more important than a drug addict.. This really bothered me because I am a two year recovering drug addict and I believe every life is important. I raise awareness about it, and things like that. I just was hurt by the comment. People addicted to drugs deserve help just as much as she does. I didn't say anything but Defintley left the store shaken up.This happened at the Second line shoppers located next to no frills. Thank you so much for even reading this.

I was at shoppers last night. I had found a curl wand on sale regular price $60, on clearance for $20 because the box was damaged (I'm assuming) anyway... I have to buy everything I once owned due to a house fire, so finding an amazing deal, is what I need. Anyway... I got to the cashier and asked, "can this be returned if it doesn't work?" She looked at the price then in a rude tone said "no" I asked "do you have a plug I'm able to try it in" she looked to her feet, back and fourth, then looked at me and said "no, I do t see one" at this point I'm feeling annoyed because she's just being rude. I pay for my items, out comes the receipt, she circles the item and writes "final" On my receipt it clearly states "retain receipt for return within 30 days" now I'm even more upset. I live next door, I'm there often and my plan was to plug it in at home and go right back if it didn't heat up (it does work, no issues with the product) but this cashier is power tripping and I have no idea why. Now I walk away because I know I can fight this and I'm not going to stress over someone who's clearly beinging their bad day to customers at work. I'm walking out the door and the alarms go off. So now she hasn't done her job properly. I go back have her swipe the two items she failed to do in the first place and she rolls her eyes at me. No thank you from her, no Smile no anything at all. If she's not willing to be a pleasent person, do her job properly and give correct information on store policy then why is she working there? I don't feel this is how customers should be treated. I also don't feel a person who can't apply themselves to their job, should be working in that environment. This isn't the first time this same woman as given me attitude, she always acts annoyed with customers, never asks for my PC Card. I feel something should be done. At this point you should just put self checkout in there so no one has to deal with a grouchy woman who has no respect for customers.

Your manager assaulted me on Saturday between 11 am 12pm and he followed me out of the store and continued to be assaultive until I had to run away yelling for help. It bordered on assault but not quite there to lay charges. I will be waiting for a call from the regional manager or better yet head of HR. I want to talk with a live person and tell you the abuse I endured at the hands of your manager in VERNON

I went in today (Sept. 16/18) to fill a prescription for my family member. There was only 1 pharmacist on duty approximately 1:00 pm. I expressed to the assistant that it was important for me to get the prescription(pain medication) a.s.a.p. because my family member could not be along for too long (esp after surgery). The other person with my family member had to get to work. The pharmacist spent at least 7 to 10 minutes explaining insurance to a adult, who didn't know whether she was under her family's insurance. The assistant could have explained such a simple matter to her. The pharmacist then took the adult student into a consultation room and chatted and giggled about a consultation i guess. In most pharmacies the pharmacist usually schedules an appt for consultations. There ended up to be more people waiting.
In Manitoba, Shoppers pharmacists were more professional than this.I explained to the assistant that consultations were done by appointment. The assistant's reply was we do things differently here.

The rollout of your PC/Optimum points merger has been an utter disaster at the stores I frequent. When you announced this merger earlier this year I thought great because the points are inside my PC Mastercard and I don't have to carry around an optimum card anymore and a cashier helped me put the optimum card on my credit card to accomplish just that. However, the staff in your stores particularly the ones owned by Michel Lang at Bishop Power and Champlain and Cyrille Lugassy at Verdun Ave and Lasalle have no idea how to scan the credit card for points and no one in the stores understands what to key in in the system. A company that cared about user experience which yours obviously doesn't would have updated their system to accomodate this change and make it easy for their staff. I have missed out on points several times including 20x Saturday days which you email me about and makes this all the more galling. I am a long-term loyal customer and am seriously turned off by this organizational incompetence.

Hi! I am regular customer at 579 lakeshore rd east in mississauga, Ontario and I was very shocked that front store manager named Cheryl was verbally rude in assistant manager saying she was useless. This verbal abuse should not be tolerated. The front store manager was very unprofessionally to publicly shame and embarassed her assistant manager named Jennifer in front of all other customers. The front store manager should not be allowed to harass her employee with such vulgar language. It is truly unacceptable. It was disappointing for me and others to witness this while I was waiting in line for my prescription at the Pharmacy to see the owner of the Pharmacy named Clement laughed at the incident. I am sorry but this should not be tolerated and such abuse should not be allowed. By allowing such abuse to happen, it is acknowledging that management has the right to harass employees and talk in disrespect tone in front of customers. This should not be allowed to continue to break code of conduct of proper business practice of running a store and treating employees with respect. I am not surprised by the huge turn around of so many staff members no longer working there. It is truly sad to see how management treats their employees with utmost disrespect and undervalue them as employees. The front store manager should be removed immediately from duties of running the store. She needs to be more properly trained in being a better manager, especially training of proper etiquette of treating employees with respect and needs to seek anger management to handle further outbursts to her staff members.

I phoned in prescription. Obviously Shoppers changed my prescription to a different brand and it was denied at WSIB because of this. When I went to pick it up on Friday night I was told that WSIB denied it because it was never approved or I had not sent in the approval. The attendant told me to call them on Monday. Monday for pain medication that I have been on for 10 years. When Shoppers put the prescription in they should have called and asked why it was denied or realized they changed the brand. Then to blame it on me / and or WSIB. Thank god I had been hospitalized previous and had some left over because the hospital supplied my medications. The attendant told me to call WSIB on Monday and get it straightened out. I did and found out it was Shoppers at fault not me. Phoned Shoppers and told them and they said they would have it ready. I go to pick it up and they only had 100 and would owe me 650 and would call as soon as they came in on Monday or Tuesday. NO CALL!
I phoned Wednesday night and was put on hold for over 10 minutes and they came back and said, oh yes they did come in but we will have not filled the prescription yet, No call and not ready! This is just unacceptable since they have messed this prescription up for over a week or week and a half. To costing me money and having to drive back and fourth 5 times to the store and never once did they offer to deliver it or apologize for the screw up BY THEM. I will be looking for another drug store as soon as possible and have heard this from several other people in Belleville. It is the store on Sidney Street in Belleville. I just cannot the nerve of the staff to blame it on me and not take any responsibility for their own mistake and lack of customer service or respect of someones health.

2494 Danforth ave Toronto Shoppers Drug
I bought the USB cable at Richmond Hill shoppers yesterday and wanted to return it the day after coz I found a better price online it was 23 dollars at shopper and 12 dollar online so I decided to return it after one day at danforth shoppers they dont want to accept it and want me to go back to Richmond and return it as per supervisor lady in black dress.
This is really inconvenient it's a franchise I never had any problem in Walmart best buy etc.
I really wanted to complain about them not helping customers and wasting my valuable time.
I had my receipt and product in new condition.

We brought the PC Brest pump from shoppers drug mart I open it and used then we find out it's not working properly I used it only a day next day it was not working at all it's not perfect item for me. Then we wants to return it when we try to do that they said they can't return it because we opened it, this is very unsatisfactory reason how we know it's not working properly if we not opened it or used it they said we have to call the customer service we did that they we were closed now so I will try agin this is stupid thing it's hard for me with newborn baby and the other stores are not doing this type of things we wants to return it and refund back please thanks and I think so we are not going to buy buy anything from shoppers in future

Good morning,
I was shopping in Shoppers Drug Mart in North Sydney around 9am. While near the back of the store I could hear the manager, I think her name is Melissa, berating and belittling the blonde girl with the glasses that works the Post Office.
I didn't hear any response from her, but it was quit disturbing. I haven't heard that kind of language and abuse of authority in my many years of work.
Shortly after, the girl left the store obviously and visibly shaken. It was a site to witness and should never happen this day in age, never mind within earshot of customers.
I am appalled that Shoppers Drug Mart employs these types of Managers, and I will not be quiet about this as the public has a right to know how they treat their employees.
I may consider changing stores or entities and take my business wlsewhere.
But I'll take 24 hours to calm down and rethink this incident.
I'm sorry to email you in this capacity, but I too was visibly shaken.
Regards
Sheldon

I am on prescription pain medication that is only filled once per month. I was scheduled to pick up my prescription today. I was coming back from out of town when I got a flat tire. By the time I got it changed and on my way back home it was coming up on closing time for the Shoppers Druv Mart Store in Edson Alberta. I was worried I might not make it on time and called to ask if there was some way to accommodate. I told them it would be within 2 minutes if closing time if I was even late. The prescription is covered by insurance and didn't need to be paid for so I asked if they could scan it out and have it ready for me. They said they would but they would not wait past 7pm. I arrive to the store one minute before closing and I was running to the door when the girl came and locked it. She saw me. And continued to lock the door and walk away despite the fact it was not yet 7:00pm. I tried calling but it said the store was now closed. Two minutes later another staff member came out the door and I asked if she could help. She took me inside where the pharmacy assistant I spoke to on the phone very rudely said they had locked up. Not an apology or anything. Just a very rude attitude. She said I know you called but we can't help you, despite telling me on the phone she would scan it out and have it ready for me. I explained I really needed my medication as I rely on it for mobility issues due to pain and I am a single mom with two small kids. She just said well you'll have to pick it up tomorrow. If she wohld have scanned it out like she said she would they could have easily handed me the prescription and I wouldn't have to suffer all night in horrible pain and be unable to sleep or get around. Instead she chose to have an ignorant attitude while the other staff members stood there in disbelief. I have used this store for many years and have never had such poor customer service ever. Since the previous pharmacy owner left it has been nothing but problems. They will tell you your prescription can be picked up at a certain time but when you get there you're left waiting for fourty minutes because they don't have it done. They are frequently out of my one medication and I'm left waiting for it with a promise they will call when it gets in. A week later I get frustrated and call and they say it's been there for days waiting for me. I get medication I have to inject and have always had my syringes given to me with my prescription but not anymore. They constantly forget and then I have to wait for them as well. My triplicate prescription renewal was given to me by my doctor one day early (I fill every 30 days). It was logged and filled. When I asked to have my prescription filled again 30 days later I was told the pharmacist put a note on my file to not fill it till 31 days despite my prescription saying otherwise. And then the incident today. I am not impressed at all and am actually considering switching pharmacies due to the poor customer service. This store really needs to get it together and learn what customer service is about. There is no need for me to be suffering in pain all night for something that could have been avoided if 1. The door had not been locked before 7:00 2. The pharmacy staff had kept their word 3. There was any compassion or customer service skills whatsoever. A great store is really going downhill fast and word is spreading in the community. I know others who have switched pharmacies already because of it.

To whom this may concern,

As a worker at this facility, myself as well as many of my other fellow coworkers have noticed that the work ethic and general demeanour of supervisor Lisa Fuller is unacceptable. She has been cruel to many staff memebers emotionally, negatively and openly complains about the work ethic of others, and truly does not put the work in that is expected of a supervisor. Ms.Fuller has caused multiple of the mentally ill workers to spiral into panic attacks due to being rude, putting them into overly stressful situations, over-loading them with jobs that were assigned to her to complete, and refusing to give proper breaks to workers.

Many are uncomfortable to work along side her as they know she will not do most of the work assigned to her. There is one report (that was never formally written up by any manager) of her giving a worker only ONE fifteen minute break within an eight-hour shift simply because she "forgot". That is unacceptable. It would be preferred if her work was reviewed by higher powers in the company to assess her work ethic. As well, other employees should be questioned about what they've witnessed Ms.Fuller doing during shifts and/or what they've experienced while working with her.

Some employees have stepped up and reached out to managers but nothing has been done. Her lack of work and mean demeanour need to stop. Many workers have thought about leaving their positions strictly because they are so uncomfortable around Ms.Fuller.

Thank you kindly for reviewing this complaint.

I was in line at the Pharmaprix in Beaconsfield on Saint Charles and highway 20, waiting to get my prescription from the pharmacist. Besides being rude to the other people in line, the Pharmacist, Roula, was extremely rude to the employee working with her. I am obviously unaware of the details or circumstances that influenced the Pharmacist to act in such a way, but I know it was wrong. Someone as aggravated as she was should definitely not be working in the customer service industry. Or she should at least learn how to contain her frustration, because people like her make customers like me to transfer pharmacies. Behaviour like hers is unacceptable. This occurred tonight, the evening of Saturday September 8th, 2018. Thank you for taking the time to read this.

Confronted by bias staff member [employee is a supervisor to that regard], to no resolve. There was an attempt to ban me from the store for making a return. I purchased a Life Brand vitamin product & was not satisfied with the quality, so i discarded it. Called customer service for a refund & was instructed to go back to store with receipt. I went to store, explained the circumstances & received my money back. On my way out the supervisor then made comments i was a troublemaker, told to leave store & not allowed back. Threats to call police followed, so i left without incident. A call to managment/ownership did not prompt further investigation besides a meaningless discussion. If i had this on video the person would be terminated. This is to the extreme level of unethical behaviour!

So when I ordered for refill they said that the medication was out of order and for me to call any other shoppers drug mart to see if they have the medication. So later I called and told them a shoppers drug mart had the medication then they said they would contact me after they got the medication. And I am disabled so my stress is high. They did not fulfil their responsibilities and so they didn't call me. So I myself had to call them, then they told me that they didn't know anything about this so I stressed out and disconnected the call. A few seconds after they called back and said they have the medication and to come and pick it up. Therefore they did not give me proper customer service. At the moment I was very stressed.

She is so rude made me feel like she didnt want me to look or find anything I was needing. She should be kept in the back. I asked because im traveling if the 3 piece make up remover, micler water, clenser. Value packs they had on at the moment or if they had the spacific brand I had bought more than once already. But she looked at me and said "no we have nothing like that." And grabbed the first one closest to her not even the brand I was requesting then says this is all we have. I walked past her and reached for a different one she cut me off and grabbed the one below theone I wanted to look at and read because I have skin sensitivities and instead I have to go no not that one but the other and have to point at it theb say nope over over and up. To get it and I still dont get to look at it in my hand. While sheistrying to tell me its not sensitive when it is. She just wants me to take the one closest and get out. But I have very sensitive skin and cant just buy anything. Or the time to explain why to sombody I need something im also an adult should be able to pick and choose myself without feeling like I shouldnt touch or read the label first. If she hates people she shouldnt be in customer service. Im also a privet person and ill never shop there again and I spend lots in cosmetics. This shop I spent 157.00$ on 4 items im going to return at a different shoppers so I can comfortably buy the right items im sure I want and not just to get out and away from an employee. What a horrible experience im going to tell all my friends and contacts on facebook and beauty blogs im part of.