Shoppers Drug Mart
Reviews and Complaints

Dear Sir or Madame,

I am writing to provide constructive criticism on the recent change to the printout of prescription receipts provided at the Shoppers Drug Mart from which I have my prescriptions filled.

The prescription receipt I received recently contains fonts that are incredibly illegible because they are exceptionally small and faint . Moreover, my previous drug history is no longer printed on the receipt. In addition, the paper on which the receipt is printed in far too glossy, compounding reading problems and is far too small to show legibly written information. According to my attending pharmacist at Store #1072 in London Ontario, the recently installed software system called Delta now pre-formats the receipts. Pharmacists are not able to adjust the font size or clarity of the fonts.

It is clear from the format and content of these new receipts that little evidence-informed data drove the decision making for printing receipts in a new form. Letter- and receipt-related factors such as font format, style, legibility and high-gloss paper as well as human factors such as readability, vision skills (particularly for age-related vision problems such as myopia, glaucoma, cataracts, etc.) were not used, were ignored or were not known during the decision making process.

It is unconscionable and telling for an alleged leading-edge health care company not to have relied on well-know data to inform its decision making. How terribly out of tough its decision-making executives are with current health informatics.

I ask that someone from Shoppers Drug Mart contact me at her/his earliest convenience to explain to me why I should continue to have my health care needs filled at Shoppers Drug Mart.

I was visiting Vancouver and on my way to wedding at Harrison Hot Springs when I realized I don't have enough dichlectin to last me for 2 weeks on vacation. So I called my shoppers in Toronto and the pharamacy said they can transfer the prescription if any close by shoppers calls them. So I went to the nearest one at Dewdney road and asked the pharamacy if they could call the shoppers on Toronto -they close early due to the time difference. At first the pharamacist was extremely rude and said I don't know. After explaining that I have sever morning sickness and need my prescription she hesitantly called the shoppers and then told me it'll be 3 hrs for the prescription to be filled. We were just passing by this town on our way to the wedding and when I explained I don't have that much time they were extremely rude. After telling them more than a few times that I need the meds for my morning sickness but are on our way to a wedding, one of the ladies rudely said come back in half hour. I went back after 45 min and it was ready but the customer service and rudeness to get my prescription filled up was unbelievable. Not a good experience.

Thanks

Tanya

Location was is aspen landing. I entered the store (to not be greeted but looked at) then proceeded to the makeup section. Everything was fine until the one man working in the store with a suit walked behind me and asked if I needed help, I said no. Throughout my shopping I noticed that he was following me around the store watching (acting like I was shop lifting) which made me want to leave the store immediately because of the judgment I received. As I was paying for my items he came up behind me again and asked where I put 1 item, so I had to stop my self checkout to show him where I put something. This is the only man I've seen work on the floor, he looked to be in his 40's and was wearing a suit. I've never been treated like a shop lifter before until I entered this store. Him following me around the store and making me show him where I put one item was enough to make me not want to enter the store again.

The cosmetician Nikki @ Shoppers Drug Mart @ 579 Lakeshore Rd East in Mississauga, Ontario had recommended products containing carmine which I have a sensitivity to. I had informed her i am allergic to carmine and I cannot wear any lip products or makeup containing carmine in it. She helped me search for shades of lipsticks and informed me that the red and pink shades she had suggested me does not contain any carmine. I had terrible reaction to the shades i had purchased which she had suggested. I feel there should not be cosmeticians working at cosmetic beauty counter who is not fully licensed or have any educational background in products which can put customers' lives in endangerment. There needs to be cosmeticians who are more educated with better product knowledge.

I have purchase a perfume 2 days ago and I tried on the perfume and it didn't last more then an hour. I then tried it on a shirt and even another person to see if it was the ph the problem but wasn't the case . Was very sad from this purchase because I paid 80$ for a 30 ml Prada perfume and I bought the water and floral collection. Both are lovely smells but either don't last long at all or have an issue.

I have been a loyal customer at Shoppers Drug Mart at 579 Lakeshore Road East in Mississauga, Ontario for years, and being in a wheelchair is very inaccessible at times to get through the aisles where items are left along the aisles or on the floor. This is not just an isolate incident but this happens often at this store location. There needs to be more accessibility for us in wheelchairs to move freely between aisles to shop. The shelves are also 70 percent of the time not fully stocked and out of stock items for days. Many times there are items listed on flyer for sale during that week period but never have it available for purchase. This is rather annoying, especially when i travel by wheelchair for more than 30 minutes to come into the store, only to find out most items listed on flyer are out of stock. It is very hard as well to reach items with items being too far back and not able to access it or that items on the top shelves are double stacked on top of each other and making it impossible to reach. Merchandisers are not always available to help. The management and staff over the years have surely deteriorated. There needs to be an urgent change in management and staff hiring. The South Asian cashier with long hair at the front cash is 80% rude of the times I am there and the tall cosmetician named Nikki is very rude and unhelpful that often I help myself to try to reach products on the shelves, though many times I am unable to reach for it.

RE: Shoppers Drug Mart Market Mall, Calgary, AB

Date: June 14, 2018

This pharmacy overcharges on prescription drugs. The drug requested costs $61, 61, and I know my work covers everything except for the $10 deductible. I was charged $49.46 instead. Felt strange and called my insurance company to confirm the balance. My insurance paid Shoppers pharmacy $51.61. I was supposed to be paying the $10 residual balance but paid $49.46 instead. In total, Shoppers pharmacy received $101.07 for the drug. My wife also has insurance for drugs. Shoppers Pharmacy was supposed to be sending the $10 residual balance for approval, but instead, they send $49.46. Went back to speak to Tom in Pharmacy about the situation but he was unable to assist me and only pointed me in the direction to call the insurance company. I explained to Tom that Shoppers Pharmacy charged $51.61 from my insurance plus $49.46 from me. Also explained to him that Shopper's Pharmacy charged $101.07 for the drug. He wouldn't listen and asked me to call my insurance company.

I'm demanding a refund of $49.46 - $10.00 deductible of $39.46 from Shopper's Drug Mart.

Raymond

Date-26 june 2018 @ 3.22pm 1576388 Alberta ltd (3735 17st, Edmonton T6T1A7)
(Bar code=9990223071008001091246)

I waited for a while and no one was there to help me then a girl came and she started with - ohh you are ready? No greeting No appology for wait nothing.

while processing she asked me for loyalty card but wasn't able to scan it because of unavailibilty of trigger scanner gun, the other scanner which they have on the counter it wasn't scanning because I had my loyalty card on my phone and when you flip the phone to scan it through that it doesn't work because sensor turn off the screen.

I don't know how to explain this but all I am saying is providing a scanner gun won't affect the shopper's budget and if you are providing a variety of services make sure you have enough resources available to full fill it.

Thanks.

. Today I went in to get eyebrow liner and the ticketeted price said 6.99 on sale and so did every product around it, it came up as 10.49 so I showed the merchandiser the ticket he said ya this place is a mess just bring this ticket up to the front so I did and then a manager comes over and says no that's not right takes my items and brings it to the merchandiser and he told her the same thing. I said okay so I get the first item free and she said nope I don't know if you put that there I said you can check the cameras and she said nope I paid and said thank you and the cashier said nothing. Very unprofessional and rude

I have been shopping at this shoppers for two years. I also get all my prescription medications there. My experience with the pharmacy has included a number of disappointments such as untrained staff; rude staff and unprofessional behaviour when picking up medication. This was disappointing but I remained a customer since the store is close to my home. However, I found the behaviour of one pharmacy staff to be odd and confusing when I would attend to drop off or pick up prescriptions. Each visit seemed to be the opportunity for the pharmacy to unveil a new rule or regulation which compromised my access to medication which had been prescribed to me by a physician. The culmination of my frustration with this pharmacy came today.
I went there yesterday to request medications for my holiday, which would mean filling repeats on my prescriptions. I was told that I could not obtain this because I was vacationing in ontario. However, the pharmacist owner beth li said I could not do that due to regulations from mohltc. I subsequently, spoke to a representative of the mohltc and a rep of the ontario drug benefit program. They both could not understand why I was having this problem and advised me to ask the pharmacist to call them to request a waiver of the requirement that I run out of pills before I could fill the repeats. Shoppers pharmacy had advised me of a rule that I could not obtain refills until I was down to 5 pills or less. I obtained a copy of the regulations governing medication prescriptions for older adults going on holidays. They state, "if you travel in ontario, the ministry will only pay for a supply of up to 100 days at one time..." it was very clear to the odbp rep that I could get my meds for my holidays. The wording seemed clear to me as well. When I went to the pharmacy again today and shared the written regulation with them and told them they could phone the ministry for confirmation, they refused to do so. When I asked to speak to the pharmacy manager the woman told me she was the manager. I read the regulation out loud to her. Her reply was that I was rude and she refused to serve me further. I checked at the store and learned this woman is not the manager. However, my experience with her over two years shows her to be strangely controlling rather than professionally helpful. I was astonished again at this person's behavior and asked to speak to the store manager. I relayed my story and told the manager that based on two years of frustrating service and the strange propensity of this woman to always find a reason to limit my access to medications, I would no longer be a customer. Imagine how much fun it is to be taking 5 different medications and having to wait until I am down to 5 pills before getting a refill. That means 5 trips to the pharmacy every few weeks since I do not run out of pills at the same time.in closing, I am finished with shoppers drug mart for any of my needs and am transferring my medication history to another pharmacy.

I brought medications for disposal to the Shoppers Drug Store in Cherryhill Shopping Mall, London, Ontario this afternoon. It was a large box full of medications belonging to a recently deceased family member, and I explained to the clerk, Carol, that we had been told by the palliative care home team to bring everything to Shoppers and that they would dispose of them.
Carol appeared indignant, folding her arms and refusing to help. I explained that we had a sharps box and narcotics and opened a separate box that contained them all. She had me empty this box into the other bigger box and then told me that she couldn't take the syringes loaded with narcotics, they had to be in a sharps box. I told her that was already full of real sharps and we didn't have another. Without a word she walked away and came back with a sharps box and had me load it with the prefilled syringes. I thought the narcotics should have been wasted first but apparently not.
Not once did she offer condolences, nor did she thank me for bringing drugs back for proper disposal. She just made me feel that I was an inconvenience. This type of attitude doesn't sit well with me and it would actually negatively impact my desire to return any other medication to this pharmacy. In a time where we need to keep narcotics and benzodiazepams off the streets, and when we need to ensure the safety of our drinking water, we also need to do our best to ensure people feel good about returning drugs to pharmacies. Carol did not help this cause today

Janet Hunt RN

I have had problems ever since I transferred my medication to the pharmacy located on Alta Vista drive. I call the pharmacy I am either on hold for 30-50 mins or they never answer at all. Just recently they gave my daughter what was suppose to be my medication but it was someone else's that I had to go deliver myself because one of the pharmacist told me I couldn't return it there then I am told I can after I was already in route to bring the person her medication. Today I am told I am to get my doctors to approve my medication to be released 2 days early because for some reason I am short 2 pills so I contact my doctor they said they haven't received no requests I call the pharmacy back to be placed on hold for 20 mins now my doctors office is closed very frustrating and I'm angry please I hope this is addressed

On 2018-06-23 I was at Shoppers Drug Mart in Ottawa at 1180 Walkley Road at 12:52 purchasing items with cashier #42478 and #42479
While the cashier was putting items on I asked about the 20x the points for $50.00. I was already at $80.00 and I asked do you need to do two separate purchases of $50.00 each to gain more points or no. I needed quite a bit of stuff and the cashier asked or co-worker (another cashier) and she answered she wasn't sure. My cashier decided to redo my order and credit from $80 to $50. While she did this she said I needed to purchase something for $2.50 and I went around her cash and purchased a package of mints. I paid that order of $58.94, She then started my next order and again she said I was missing $6.00 and so change. I went over to purchased some country harvest bread 2X 2.50 and english muffins 1.99. When I returned a minute later, the cashier told me she was going to suspend my items because there were customers waiting and she couldn't wait for me. I said I am a customer and you told me that I needed to purchase more items. She ignored what I said and continued saying there are customers waiting and just threw me my receipt and said NEXT so loud and didn't give me a chance to take my bags. Customers were looking at me and I felt embarrassed after spending over $100.00. I moved my cart down from the cashiers and asked another cashier to speak to a manager because I was upset. The manager came over and I explained what happened and the manager said we are busy. Not sure what I should do because customers walked over to me and said that the cashier had no right to treat like that.

Horrible horrible horrible attitude and service! Worst experience ever! I'm getting a prescription filled out at this location. He said to me in a very RUDE way that's he's very busy and he can't do it today. He told to me go London drugs one steet down to get my prescription filled. Or go to another "busier" shoppers drugs mart cause they got more people working there. What kind of service is this? Telling client to go to another pharmacy? Hes just too lazy to do his job! This guy shouldn't work here. Worst worst pharmacist i've seen!

I arrived at the princess and division st shoppers in Kingston at a few minutes to 12 rushing to make it before they closed. They had already locked the doors, I knocked and someone came out to tell me they had already closed and only told me they would help me if I had a prescription. I am more then disappointed how I was treated. As a loyal customer I have never experienced such a mean spirited employee at shoppers.

May-June 2018
front of optimum card 608559
[protected]

This is my first complaint to Shoppers Drug Mart. My family has been using SD for ever. I have all my medical prescriptions etc. done here.
I purchased a water pick flosser from the SD on Yonge St. just above Eglinton on east side. It was working well, but could not insert the tip. I returned to the SD and was treated very rudely. I asked to speak to the manager, not available. I left my phone#, but did not receive a follow up phone call.
I would like a replacement or refund.

I do not like solving a problem this way, but I have NO choice. Sue Small

Poor customer service unresolved issue at store level regarding my pc optimum points redemption.
On may 26 2018 I purchased items worth $55.45 and earned 15000 points as per my receipt with a total current point s balance of 23, 850.
On jun 16 2018 when I went to purchase at store # 1301 located at middlefield/steeles they were not able to redeem my points and I was asked to call customer service hence I called them from that same store right away and spoke to a rep for 25 minutes. I was told that there was an issue from your side regarding redemption of points. I spoke to the manager of the store named manjinder who was not able to help me in anyway and asked me to call customer service again. I was shocked that after spending so much time on the phone there was no resolution regarding this issue.in fact the points that showed at balance of 23, 850 was not there any more. The staff rebecca and derek at the store had seen the correct points balance on the screen and now it was gone.
As the store staff and manager are the actual face that a customer sees, I was very upset that the manager could not resolve this issue in good faith and do an override to make the customer happy. The motto should always be customer first and then you can investigate and do the necessary so that such problem do not arise again. Customer retention should always be a priority. This was indeed very upsetting experience for me.
I request you to kindly look into this issue with a favorable resolution and would like you to send me an e-mail showing my real pc optimum points which now would be over 23, 850.
I hope you will expedite this matter and get back to me urgently.

We went in to pick up a vacation supply for my sons Adah medication the ( silver springs nw Calgary Alberta location ) she had her name tag turned around so we could not see her name., not good customer service either and the heavy set women,
Told us that if we could afford to go on vacation that we could afford to pay full price for the medication, and has very very poor customer service and it has temper me to switch to a non convent location jut so I don't have to deal with her bad attitude, and rude comments to customers, I always feel as if we are a pain asking her for a medication refill or asking questions about there insurance process, not a pleasant shopping experience at all, please have this delt with as a long term customer, I have been using ur pharmacy for 5 years and will switch if she is not delt with . The wome is very heavy set and has glasses and short hair . I'm a very very upset customer. Ans this is not how customer service is provided, I work in retaaul at London drugs and apalled that is is allowed to continue at shoppers drug mart for 4 years we have been coming here that is my self my son and husband that get medication as well and buy all hygiene products here to

The Shoppers Drug Mart located between Cawthra & Lakeshore Road East at 579 Lakeshore Rd. East is one of the most dirtiest Shoppers Drug Mart stores and it has very poor customer service. Most of the staff are unfriendly and not approachable. There are times associates seems too busy talking to each other and too busy to take notice of customers, even to ask them if they need any assistance. The shelves often at times looks empty and out of stock of many items. It is very dirty on the shelves with many products having dust on them. The Dollar Store at Dollarama next door is more organized and well kept. You would think Shoppers Drug Mart being a bigger company and under ownership of Loblaws that it would be more organized and well kept, with better staffing. The Shoppers Drug Mart at 579 Lakeshore Rd East is poorly managed. I am surprised it is not shut down. The store need to be inspected regularly for its uncleanliness and there needs to be a revamp of ownership of the store, as well better manager because it is obvious it seems owner and manager does not care of the store itself. The store needs a total cleaning. The prices of items are not always accurate and items are out of place - making it very difficult to locate items, especially when you are short on time and on the go with busy schedule for the day. Both the manager and owner of the store needs to be fired and needs new owner of the store and new manager who have more care for the store itself. There needs to be more friendly staff as well. Dollarama next door has much better service, staffing and management. Dollarama runs their store much better than Shoppers Drug Mart. It is s shame the Shoppers Drug Mart at 579 Lakeshore Rd East has degraded over the years through terrible staffing, management of operations of the store and unacceptable poor customer service. No Frills should replace the area where Shoppers Drug Mart is located because they are a much better run store and still run under Loblaws.

The Shoppers Drug Mart at 579 Lakeshore Road East in Mississauga is one of worst ever. It is badly run by management and has some of the most rudest staff hired. The store on the whole does not look clean. You can see dust on top most of the products. At times when reaching for products on the shelves, you would find dust on the products. This is not very sanity. There has been few occasions I have found products outdated and expired. I do not know how a store can operate having expired items on the shelves. The store should be shut down for this because it puts customers at risk. How can management allow employees to work in such unsanitary conditions, as if it is a sweatshop. The staff at times are very unhelpful. There have been times you hear the phone ringing and no one picks it up and long line ups with just 1 cashier and/or employees standing around chatting and not helping customers who needs assistance. This is bad customer service and unacceptable.