Shoppers Drug Mart
Reviews and Complaints

I'm having difficulties as is my wife and daughter with our prescriptions being confused, waylaid, miscomunicated from one store employee to another, communications being mishandled between the store and our physcician... etc.

i.e. I'm currently beginning a rather uncomfortable period of withdrawal due to a number of miscomunications that if need be, my doctor will comfirm an increasing number of rough patches over the past year in particular.

Would like to have an acceptable reply as to why my doctor's faxed authorization to fill my prescription for Pregabalin on Monday, will not be delivered until Wednesday... Bear in mind, I'm 3 blocks down from the Chemong Road store. I've explained multiple times that I go into withdrawal and this is a time sensitive refill. I'm elderly, disabled and without vehicle... All I could do was to get my doctor to refill the prescription via fax to the store as of yesterday afternoon... Then I'm told that said medication can't be sent until Wednesday afternoon after 3:30 and not in the most pleasant fashion if I'm to be honest. I already asked last month after refilling it for that last refill to please fax ahead of time to have my prescription refilled by the doctor [was told that was going to be done btw].

Even with all things considered with Covid over the last 2 years... things are less than ship shape at the Chemong Road Shoppers in Peterborough here.

I would like to know if I can get some feedback regarding some sort of customer satisfaction after being a loyal customer at this branch for nearly 28 years now.

I would like to know that some sort of action can be taken to clear up the customer service. I am polite but am about at wits end. I received some abrupt and less than satisfactory treatment today when asking why I can't get a medication I've been getting for years, every month, and have called ahead as per request well in advance to avoid exactly what I'm going through right now.

Thanks in advance,

Sincerely,

Robert Bruce James Ironside

10A Victoria Ave

Peterborough ONtario

Canada

K9H 4V7

Delivering to shoppers drug mart King George st in Brantford Ontario and there was a miscommunication which happens. Instead of talking about it and resolving the issue together I got talked down to, insulted and called names.

The persons name is Paula and this isn’t the first time she’s mistreated me or my coworkers when we deliver here making it an unpleasant place for us to deliver.

June 8/23 I picked up my order that my dr sent in. It was for hydroxyzne pills. I picked up and paid $41.00. After getting to my car I opened and it was medicine on pills. Went back in and girl said pills no longer aval. So you have to have liquid form. Got 1 big bottle and 1 small bottle. It said take 12.5 ml. I am 77 years oldand said how much is 12.5 ml. She got me a sringe and this take 2 table spoons and a little bit more. Went to use june 7/23 and gaged and said I can't take this. Without gagging.. Took back to shoppers rymal rd. In hamilton ont. And explained to young girl my problem. She was more interested in another lady talking to another clerk. She then said sorry can't take back. I told her dr said pills not liquid form. She then said no refund and I was dispose of it. I said i'am out 41 dollars plus change because of your mistake not mine. I took it off her. Then said my dr gave me a few boxes of blexten and said try these and they will help u till your per. Is ready. I had the empty box with me and she said she can't order without drs ok. I said will u call and she said no I need a per. By this time iam ticked off. This per is not paid for by the gov, and comes out of my money. Could care less about my return and ordering something that I need for my itch problem. Nobody in that pharmacy dept except for tom is very helpful. I asked for him but wasn't in yet. I am very upset over this issue

I got my passport photo clicked at BCC shopper drug mart few days back for my passport renewal and it costed me $25. The employee told me to keep the receipt in order to return as she clearly mentioned that BLS office sometimes rejects their photos.

The same thing happened with me. My photos were rejected at BLS and I have to get clicked there which costed me again $26.

When I came to shoppers to return back the employee told me that they now want rejection form with it given by BLS which was not filled out by BLS when rejecting photos also it's nowhere mentioned on the shoppers drug mart site in return policy. It just says it should be within 30 days and with receipt. I have receipt and proof that I got clicked again at BLS. The employee was too rude and this is not acceptable as they don't provide information before also they are just stealing customers money. I don't recommend getting clicked at shoppers for passport photo instead get clicked at BLS itself. Don't waste money and we don't deserve this behavior.

Manulife not paying for a certain medication. Pharmacy is not providing the code. I have been paid in the past and eligible for this mediction . March 23 claim sent. received notice saying Manulife paid $0.Communication - CX Escalated Customer Compaints at Manulife and Shoppers at Rymal Road and Upper James. Apparently pharmacy needs to backtrack to see what code they used in for submitting on the system. You can reach me at [protected].

I am writing this complaint on behalf of my good friend who was at one of your locations to pick up a prescription of Prednisone on Monday June 5th 2023, at approximately 10:30am. Her prescription was to be 5mg taken 10x per day. The Pharmacist who filled the prescription gave her 50 mg pills and was told to take them 10x a day. This was a very big error in her medication and if she didn't check the bottle prior to starting the medication she could have been over-dosing herself in a very short matter of time. This is unacceptable. What if she was an elderly person or someone who didn't think to double check the label and trusted the pharmacist to ensure her safety? It is frightening to think of the outcomes that could have been. I am not sure if your pharmacists have to do any monthly re-fresher courses, but I know that in most fields where you are dealing with the safety of other people's lives it is imperative that they do re-fresher courses. It is also disturbing to think that perhaps my friend wasn't the first person whose prescription was mis-filled. I hope that you will take whatever steps are necessary to ensure that this pharmacist is written up, that an incident report is created and that better care is taken in ensuring that this never happens again.

someone complained that our beagle was in a hot car for 2 hours when your employee approached me

she accused accused me and my husband being parked at shoppers drugmart parking lot for 2 hours. she said the police have been called. while waiting outside multiple people verbally attacked and threatened to beat my husband who is an elder turning 70 years in fall. we were surrounded and very scared. i asked for video footage of time my husband and i were in shoppers. we were their twice that day. each time roughly 15 minutes. the employee brought me in to talk to manager. still waiting for police. police did not come. they told me just to go home. all the people that surrounded us soon disappeared. we left and then i told my husband to bring me back. i went in and a heated dispute over asking the name of employee who confronted me with accusation all the other employees were against me. i just wanted a first name to persue legal action or complaint against her. the other employees said she was off duty at the time and said she or any of them responsible for what happenned in parkinglot. i asked her to call the police or management to solve the situation and they all refused. we are traumatised and extremely upset over this incident. my dogs a beagle and he is very hyper and seperation anxiety. leaving him safely alone anywheres and he is yelling. video footage instore and in parkinglot will prove my case

I had a disheartening experience at one of the locations. This is the email which i sent to both customer service and the store email however seems that no one actually cares. I am so uncomfortable visiting the store due to this matter and till this day they are still following me around the store. I contacted the customer service line by phone on May 18, someone had “escalated” the matter but i have yet to hear anything. Please find the email below-

A few weeks back, my mother visited the Shoppers Drug Mart located at 629 Markham Rd, Scarborough, Ontario, where she encountered an unsettling experience involving a manager named Nasir. This manager appeared to be following her around the store for a few month however she never thought anything of it. This particular evening she had forgot to get an item so after exiting she came back and the manager asked “why are you back?”. This is againt my human rights and I am willing to go further with this incident. When she approached the store associates to inquire about the situation, one assured her that there was nothing to worry about.

However, despite the associate's reassurance, my mother noticed that the manager continued to monitor her movements. Understandably upset and confused, she approached the manager directly to inquire about his behaviour. Shockingly, he accused her of theft from the store two years ago, stating that she had been banned and caught with stolen items in her possession by a security guard. When asked about about the security he said he no longer works here and that specific security company no longer exists so there is no proof. He then proceeded to say he will follow her around and does not care.

I would like to emphasize that these allegations are completely false and unfounded. My mother vehemently denies ever having engaged in any form of theft at Shoppers Drug Mart or any other establishment. She has always been a law-abiding and honest customer. She has been going to the same location for over 24 years. This accusation not only tarnishes her reputation but also constitutes a serious case of discrimination and harassment. When manager was asked to provide documentation or any proof there may be in regards to this situation he denied and said there is nothing to show as security banned you. However there should be documentation of this happening and video footage aswell. Further more, he also told his employees to not speak to her when she comes in to shop.

It is deeply distressing to witness such behaviour from a store representative that prides itself on customer service and respect for its patrons. We believe that this incident goes against the values upheld by Shoppers Drug Mart and its commitment to treating all customers fairly and equitably.

In light of these events, we kindly request a thorough investigation into this matter. We urge you to take appropriate action against the manager involved, as this behaviour does not reflect the high standards of customer care and professionalism that Shoppers Drug Mart stands for.

Furthermore, we kindly ask for an official apology to be extended to my mother for the distress and humiliation caused by these false accusations and compensation for her time. It is essential to rectify this situation and ensure that no other customer experiences such treatment in the future.

We have been loyal customers of Shoppers Drug Mart for many years, and we believe in the integrity of your brand.

We look forward to your prompt attention and a satisfactory resolution. Please connect with me at the contact information below to discuss this incident further. I appreciate your understanding and cooperation.

Please note I contacted by phone on May 18 and spoke to one of your agents at the contact centre named Monindar. She had advised that she sent this to a higher level and someone would be getting in contact with me as soon as possible however its been 1 week today and I have heard nothing back in regards to this matter. I have contacted the branch manager by email and also tried getting in contact through the store however no one has responded. Seems that no one actually cares about the discriminatory and false accustions you have put onto a customer. This is unacceptable and i will not accept the treatment I have faced at pne of your branches. If need be please provide me with head office information so I can get attention to the incident I have been apart of. If anyone was in this position they would definitely be feeling the way I do at this time as no one seems to care. I am still being followed around by branch associates as if I have actually done something wrong. There is no proof. The assistant manager Nasir has not provided me with any proof.

I was purchasing items on Sat, May 20 at Shoppers Drug Mart that were on sale in the electronic flyer. I picked up the cottage cheese and asked the clerk to scan it for the price as there was no sale sticker on the shelf. She did and it went through at regular price. I told her it was on sale in the flyer and she proceeded to look through the paper flyer. I told her it was in the electronic flyer and she responded that she did not have access to it. I asked her to call the Manager as they would know. She called her supervisor instead and she did not know. I decided not to purchase anything at this store as I did not trust that the items I picked up would scan at the correct price. I put everything back. Correct prices need to be entered in the computer and all sales clerks, supervisors, etc need to be aware of the electronic flyer prices too!

I am writing to express my deep disappointment and frustration regarding an issue I encountered at your store, 3035 Appleby line Burlington tonight. As a long-time customer of Shoppers Drug Mart, I have always appreciated the convenience and quality of products and services provided. However, I am troubled by the apparent difference in treatment I observed based on the amounts of purchases made by customers.

During my visit to this store today I couldn't help but notice a noticeable disparity in the level of customer service received by different individuals. It seemed that customers who made larger purchases were given preferential treatment, while those with smaller purchases were neglected or received less attention from staff members. This observation left me feeling undervalued and discriminated against based on the value of my purchase.

In the rush to serve other customer with $350 purchase, the cashier didn't give the 20% senior discount on the senior day and she didn't give us $10 bonus card either with over $50 purchase. She even didn't give me a receipt. I feel she she was in such a rush to run into the other customer. My mom and I were totally neglected. I found out she overcharged us and asked her to fix it.

I value my relationship with Shoppers Drug Mart and would like to see this issue addressed promptly. Thanks.

On April 27, 2023 at 20:26, I went to the SDM at 6951 Derry Road. purchased amounts including tax for $59.82. I am a senior and received my 20% discount which exceeded the $50.00 amount need to receive the $10.00 Bonus card to be used at a latter date. After paying for the items, I was told that the store did not receive enough bunus cards and there were not any left. No manager was called. I asked if they would put the $10.00 on my optimum card and was told no! I then went to another store on my way home and spoke to the manager and asked if I could get the bonus card there and was told no again. This manager told me that the other store could have authorized the $10.00 on my optimum card.

This is very poor customer service and I am very dissapointed in the responses that I received and makes me want to rethink shopping at Shoppers Drug Mart.

Family member (with disability) required fleet emema for medical test. Purchased two emema's due to potential problems with administration. Successful administration of one. Returned fleet emema to shoppers within 24. Hours of purchase with factory seal on product as well as receipt. Did not return to original store but an alternative shopper. As the store did not carry product in stock, they would not receive return product or grant refund. Required to drive to another shoppers, make sure they carried the product. Again, asked too many questions re why the return. A family member with disability would not have had tenacity to get this refund. You are a drug store and a fleet enema is a drug required for a medical procedure. For a person with disability, this is concerning. I will never shop at shoppers again. Costco, Walmart do not make me run all over the place getting what is rightfully expected in this situation.