Shoppers Drug Mart
Reviews and Complaints

Hello,
I was at the shoppers drug store located at Newtonbrook plaza, Toronto, Ontario today at 20:40 p.m and there was a wrong price tag on one of the items which was a multivitamin (female +50). It was on sale for 10$ but when I paid for it, it wasn't and they said the sale was over while the price tag was still on the item. I was talking to their supervisor called Sabrina, she didn't say hi to me, she didn't greet at all, just told the cashier to give the item to me for the sale price and when I was telling her about the "free item policy in Ontario", she left while I was talking to her. I returned the item because I found it really disrespectful and unfair while I needed the multivitamin for my grandma. I am really serious about what happened and how she treated me as a customer wasn't appropriate at all. I really hope you take this serious too.
I'm looking forward your professional resolving,
Thank you,
Maryam Mojtabavi

We went to shoppers yesterday and the cashier (dont want to provide name) was following us for no reason as if We were there to do shoplifting, she was so rude at the counter as well. I decided to buy two items but at the counter i found the price difference so I decided to buy just one thing. She immediately took the item from bag ( that I was buying) and put it on counter so rudely, and said nothing. She didn't even asked me if i need bag or not. I have been a regular customer to shoppers for years and this was disgusting behaviour. I wonder how retailers can be so judgemental about your skin and colour so that change attitude towards you.

Saturday August 4/18 (circa 2pm)

Not unusual on sale days to have long line ups and only 2 out of 4 checkouts in operation.

A counter became open when it was my turn int he cue.

The clerk was in effect a Front Store Manager ( young Asian girl early 20's ?).
This has been my second encounter with this person.

She did not greet me with "hi or hello"
Asked if I need a bag (up sell)
Rushed me for the Optimum Card, rushed me for payment.
She did not say"Thank You"
Packing my own bag I said to her, that young lady you possess Avery piquant, sharp, and unfriendly business acumen, for you neither said hello or thank you.
She tersely and arrogantly responded--"I said Hi"...she did NOT...then immediately said in a snide and patronizing tone "Thank you for your business--and have a nice day". I promptly told her--too late now for the niceties and "normal" customer service.

I shop very frequently at this location and ALL other employees are very professional and friendly--and I joke with most of them--is how well I know them, and they, me.

Being of a visible minority, her consistent slights could in essence be--discrimination. In other words think Starbucks (Philadelphia) and the sensitivity training across their stores in USA and Canada that had MANDATORY SENSITIVITY training.

It is my most sincere belief this Manger in question, described above--is in serious need of both counsel, and further training in her handling of customers of a visible minority.

I would expect an apology from this individual.

I remain

Lionel Williams
[protected]

I purchased LB Sunscreen #85 for $8.99 on June 28th to use on a holiday trip in July. The first and ONLY day that I used it I noticed small particles all over the skin that was sprayed. When trying to wipe them off, it created more of them. Eventually, I had to wash them off and use a different spray. I did not use it again and decided to return it. I did so today. The clerk I dealt with was miserable, did not greet me and after shaking the container insisted it had been used more than once. I said it was used by more than one person but only once. Well she said, the only reason I'm giving your money back is because it's Life Brand and then she saw it was over the 30 days and said it was non refundable. She asked if I wanted it. Why would I want it when it was defective. I left it in the store. I was very upset with her attitude and the manner in which she was speaking to me. There was NO customer service today. I had a house full of guests for most of July and had not even thought about the sunscreen until I was reorganizing my house. I also thought that with a LIFE brand product there was no time period for a return. Shopper's will now be my LAST choice for any shopping. I can sit in the comfort of my home, order from Amazon, which I frquently do, and return any item I want under no constraint or I can visit Costco where I am always well treated and NEVER questioned about a return. If Shopper's wants return customers they had better train the staff and at least teach them how to be pleasant to every person who enters the store.

Friday August 3'rd around 3 pm a large truck that was unloading goods for the Shoppers Drug Store blocked the access road immediately to the north of the store. This is a heavily trafficked route where cars park to enter the Shoppers Drug Store. Cars began lining up and flowed right out to Royal York Road. This blockage lasted at least 20 minutes while the truck was unloaded. What was infuriating was that the individual supervising the unloading never apologized nor advised the blocked drivers of how long the delay would be. He had a smirk and laughed about the obviously frustrated drivers blocked in. As these could have been customers who quickly picked up a prescription and would have been anxious, perhaps very concerned, about a patient immediately requiring meds, this could have had serious consequences.

Case number: [protected]

I submitted photos and nobody replied to me. I bought some shoppers branded caffeine pills that were open and missing over half the pills. I dont live in that city and was only visiting so I cannot return it to the same store. My receipt also is faded but i have a photo of it. The girl at the store seemed annoyed for even bringing it up and wasn't keen on helping me. I haven't been to shoppers since.

Hello,
I've complained to the cashiers numerous times over the last couple months about the ice cream being melted. I usually go in around midnight to 2am and all the ice cream is soft and half melted. I would like to know when the freezer will be fixed and when so I can stop going in all the time and checking.

The location is at Oconner and Woodbine.

Thank you.

Dear, shoppers drug mart

I want to know why one of your front desk pharmacist technician. Always asking people are they on welfare because their black or miniority. No other technician does that. I have attached photo of the individual.
I am a regular at this shoppers and pick up my monthly drugs here. This isn't the first time. I had other ugly interactions before u thought she was having a bad day. It seems it's a norm how she deals with people.

My wife purchased a solar lantern on sale at the shoppers on Rymal road Hamilton, they only had one left and asked me to grab one on my way home at the upper Sherman location. My wife paid $12.50 and I bought it for $24.99. After getting home and realized she paid half of the price for the same thing I went to the store to get money back and was refused... they said each manager has the choice to mark down to whatever? How is this fair that I bought 2 of the same items and paid completely different prices and shoppers drug mart would not accommodate me. Hopefully you can help resolve this as I am a district manager in retail and would never let this happen in my business.

I can be reached at [protected]@yahoo.ca

Thanks,
Jason

We were shopping at the the Shoppers Drug Mart on Upper James in Hamilton. Went there for their spend $40 get 20x the points. We used their flyer to shop prior to going so we knew how much to buy. We saw Old Spice deodorant large size ($7.29 on sale for $4.99) and PC Decadent Cookies 500 grams ($4.99 on sale for $4.49) were on sale in the flyer. When we got there both items were their original price and not their advertised price. The picture, size, and brand were all the same. The cashier did not handle the situation well when she saw the Old Spice Deodorant that once she was done there was a line up of at least 5 people. And we felt uncomfortable asking about the cookies as well and just put them back.

We have been customers of the Merivale Mall, Merivale street, Ottawa store for 20 years or so. In the last couple of years it has become apparent that the staff are overloaded, or not enough staff is on hand in the evenings in particular. The result is line ups and delays in filling prescriptions. This is a very bust Shoppers and staffing has not kept pace with the current volume of customers.
I have nothing but praise for the pharmacists themselves--always helpful and very pleasant to deal with-and apologetic for any delays. It is more a matter of the owner not allowing for the growing customer base.
I regret that with a continued frustration I have considered switching to an alternate pharmacy in the area.

Me and my husband went to buy perfume, and we ask there for help for tester, but staff (harpreet ) ignored us, even 1 staff help us and she asked from harpreet about tester bcz she couldn't find it, harpreet said something while walking even no one could understood what she said. Even security guard (turban guy) called harpreet 4 times to help here, still she ignored and she's so rude .

we were at the shoppers grant park and we wanna buy the "shiseido ibuki softening concentrate" but its out of stock so one of the boutique lady called the shoppers in osborne and they have the product so went there and when we arrive the boutique lady have the item prepared. We have a picture of what we were supposed to buy in the grant shoppers so me and my girlfriend split up to gather the items we wanted to purchase. as we go around the aisles i noticed that the security keeps following me wherever i go. every time i look around he's there. When we're done gathering the stuffs, we went back to the boutique lady who had the shiseido prepared for us but she was with another customer on the other counter of the store and the security was standing one feet away from us the whole time (5mins or so) and walk away when the boutique lady came back. After paying we go straight to the exit and one item was not scanned properly so it beeps and we step back to return to the boutique lady but the security guard came to us and said "can i see your receipt?" in an appropriate approach, reaching out his hand and that's where i came to my ranging point. technically he saw us paying at the cashier. this is the first time we visit this store and this is the only shoppers that we felt we are not welcome. we are regular customers at shoppers and well definitely not coming back to this location.

I have been a customer for years but that just may be short lived. Essex has a new associate since May of this year. I assume he has no business experience and has no idea how to run a business let alone a pharmacy. I order my repeats and usually my scripts are for 90 days. Since May I am called by the owner to see if I really need the product because he does not have a supply in store. If I did not need it I would not have ordered. Now the last 3 repeats I have ordered when I go to pick up I get 7 pills. Not pleased about have to return in a week. Today my neighbor informed me that her drug store called and informed her about the recall on Valsartan, so with this knowledge I went into Shoppers and asked if my script was part of there all and guess what it was but the new associate does not want his staff calling anyone to advise. After talking with several others in my area about the recall none had been called and were just as upset with the new associate. I have no idea how you choose an associate but this one has no idea how to run a business. So far 6 staff have left Shoppers to go work elsewhere, thus leaving Essex with untrained staff which adds to the confusion which was apparent since he took over. I just had to get this off my chest and will probably pull my14 scripts and go elsewhere. Jim Craig knew how to work with people and ran a good ship. Thanks for reading this complain

Hello went to Shoppers drug mart on 91 Rylander to purchase Baby oil and some soft drinks. Price for baby oil was set at $7.49 each. and all most of the shelf was empty for sprite zero and coke zero.
Went over to No frills store, there Same PC Baby Oil is $3. each and no stock on Sprite Zero.

Why such a price gouging by Shoppers Drug mart? for me from now on it will be the last place I shop at. Very unethical to set the price so high.

Hi there. I am writing this email as customer service at one of your locations in Edmonton was atrocious. The "Terra Losa Shopping Centre" Pharmacist was totally unprofessional. My partner is listed on my benefits but since she doesn't have the same last name as me the pharmacist made a huge hassle of providing her important medication. This has NEVER been a problem in our hometown Shoppers or anywhere else. We will NEVER visit this location again and I think we as a family will be switching permanently to another Drug Store.

Thank you for reading this. Take care.

I usually have positive experiences when when it comes to purchasing cosmetics at Shoppers drug mart, however the women that work in the cosmetics section at the Ancaster Meadowlands Shoppers are always rude. I recently purchased 3 mascaras on July 7th, 2 of them I regularly purchase and the other mascara was something new I wanted to try. 2 of the mascaras were irritating my eyes, one because of the smell and the other from fibers getting into my eye. I went back to the Ancaster, Meadowlands Shoppers on July 19th to return the two products (this is where I originally purchased the products). The cosmetic lady and supervisor were gossiping in front of me, which I waited until they finished before I showed them my return. They immediately become very condescending and rude towards me. I explained to them that the product was irritating to me and they told me the return policy states I can't return unopened items. There were no testers for this mascara so how could I have known that it would be irritating? The receipt clearly states that items can be returned with receipt within 30 days, which is exactly what I followed. My entire interaction with these 2 women was very negative and not once did they try to help me out or apologize for their words/behavior. I felt that they were belittling me as I am a young short woman in my early 20s. I believe this incident would not have happened if I was a mature woman. I also advised the women that I have returned opened lipstick in the past because there was no sample and I had no problem with returning the product. They told me that I got lucky in that situation and that I should come back another day and a manager can decide on whether or not they can return my mascaras. I would like to know what that managers reasoning would be?

I then went to the Lime ridge Mall Shoppers and had a very pleasant and positive experience where my items were returned without hassle.

Do your policies vary from store to store?

Very disappointed with the hassle for returning $30 worth of mascara. I had to drive out of my way to another shoppers to return simple items. I will not be shopping at the Ancaster, Meadowlands Shoppers anymore, as I don't feel comfortable. I never make formal complaints but I solely believe the Ancaster Meadowlands Shoppers was discriminating based on how I look, I am 4"10" and I'm 25 but I look much younger. I feel these women would not have talked to me the way they did or made such a hassle if I looked differently.

Called the pharmacy westgate in maple ridge. Spoke to a female who took my order. To refill citrezine ten pills till I get the proper Rx. Two days later sent my husband at 11:30 pm to pick them up. He gets told that no Rx was made for the simbalta. Which I just refilled a sixty days Rx just a few days ago. Told his that Had you looked properly into my record he would have known or questioned which pills sir as your wife just picked up the simbalta just recently. He dismissed him without asking about the other meds in my record. He told me to go to the store and purchase over the counter as it's the same meds twenty minutes before closing. Or to pick up the ten pills. I said there's no way for me to get there in time and he should have questioned more about my condition. What if it was a heart meds. He declined a couple of pills till it was sorted out. Told him, Sending someone at this time means it's serious enough not to wait till the next day. He became agitated and asked me what do I want him to do at this point.( his voice changed and was louder) I said to inform your staff that this is a serious matter. He replies with ok I'll call her at midnight to tell her that with an attitude. I'm not happy with service. Two people messed up royally in my opinion. The person never refilled my Rx. The person mistook what the Rx was for and the attitude with it. I would like to hear back from your complaint department ASAP on how you're going to handle this or my business will be moved to another pharmacy.
I'm not happy at all. In fact I'm quite angry at this point.

Regards,
Najah Matthews

I bought a pair of Okabashi sandals for my husband on June 17th, 2018. This past weekend, he took them out and realized they were two different sizes, one was L and one was LL. There was a big difference in the sizes and the sandals couldn't be warn this way. We went to the Shopper's Drug Mart on Clair Road W, Guelph to return them yesterday, which was July 17th, 2018. The supervisor told us we couldn't return them because it had been 31 days since we bought them, and there was a strict no return policy after 30 days. We had to leave the store and go to another Shopper's to return them.
Firstly, the number of days from June 17th to July 17th is only 30 days. There are only 30 days in June! Also, not counting July 1st, when all stores were closed, it would have only been 29 days. Even still, the store made the mistake of selling sandals that were two different sizes to us and should have made an exception. It wasn't our fault that the sandals were two different sizes.
We have always been good customers of Shopper's and PC, and we were really disappointed with the service we received at this store on Clair Road. We don't ever want to go back there and run into their supervisor again. The sandals were only $15, but it is the principle of the matter, not to mention that the supervisor couldn't even add up the days in June right.
We did go to the Shopper's nearer to our house after that, and they took the sandals back. We are grateful that at least the other store gave us good service.

I had to go in person 3 times over 3 days to make sure my prescriptions were transferred to Lethbridge, Alberta from Brandon, Manitoba. The first visit was ignored. The second visit, the pharmacist was completely clueless. The third visit, the pharmacist assistant had my medications ready, after I had to tell them that this was my 3rd visit. I had to wait an additional 15 to 20 minutes. Then the assistant told me the one medication was not covered (I was told at an earlier time that the medication would be covered). The one prescription was $115.00. The dispensing fee at Shoppers is $15.00 like everywhere else in Alberta. Another pharmacy was charging $108.00 for the same medication. This was not a generic drug. Shoppers provides horrible service and overcharges for the crappy service.