Shoppers Drug Mart
Reviews and Complaints

I was at the checkout today and mentioned that I only had my old Shoppers Optimum Card.
I was assured by the cashier that she would scan the old points to the new PC Optimum card.
She then kept my old card with my signature and tossed it intact into the waste basket and told me I didn't need it.
I asked for the card back ( as protection from fraud) and she then after the sale was complete returned it to me after assuring the points are now on the new card she handed me.
I promptly went to my computer once I returned home from shopping to register the new card and merge it with the points to see if it indeed was working. It kept saying that the numbers I copied in the requested optimum card number place was not valid. Well, it's the only card given to me by the cashier and now it says over and over that the numbers on the card are not valid.
Please rectify this promptly as I have been a loyal customer for many years, and would like to restore faith in the system that does not seem foolproof.
This should not be an alarming process. It seems that two incorrect methods can be used to scam trusting customers . One not really activate the card. Two not destroying the card or allowing the customer to destroy their own card. These two things leave the customer wide open to steal points which indeed translate into cash purchases. This can add up.
I would like to say please rectify this immediately or the authorities may have to be contacted.
Thank you.

Hello I always shop at the shoppers at tecumseh mall in Windsor Ontario. Last week I went in as normal but received some of the worst customer service that I have ever received in my entire life and I'm 57. One thing out that stood out to me most is how your cashier found it funny that a 57 year old women was struggling with her cart. Not only did I call to complain to your store but you manager frank and assistant manager Rosanne did not give me the time of day and gave lip back with no apology and here my reasons. It's sad to see what shoppers has come to especially when you pay these employees 14 an hour now. It's sad that your managers don't even have the training to treat customers right. Frank is pathetic excuse for a manager because he doesn't know how to hand a thing right. It's sad because that was Amy go to shoppers and now I promised I would never step foot into those doors again and I will make sure to let everyone that comes through my business about my experience there.

Dear whom it may concern,

I purchased three pairs of tights on Wednesday, Feb. 7th at Don Mills/Lawrence Shoppers. All of which cost over $30 (two natural sheer pairs and one 40 denier black tights, each were around $10). I had bought these as I was due to fly out to a conference on Friday and needed to dress up. However, when I arrived, to my dismay, one pair of the sheer natural tights and the black 40 denier tights had holes in them! I am very disappointed and upset that I have wasted over $20 and furthermore, I now only have one pair of tights for the week conference.

I am still at the conference, but feel very upset at this. My PC optimum number is [protected] 5. My desirable resolution is for replacement of these tights but I am quite upset that I am left at Lake Louise (quite remote) with a single pair of tights.

Thank you.
Young.

Store #2402 - Stony Plain, Alberta

I have been dealing with this pharmacy for approximately a year. I have been dealing with inept, rude and lying individuals at this pharmacy. To alleviate this problem, I will be moving my prescriptions to an independent pharmacy that understands what customer service is all about. A large chain such as yours has obviously forgotten about how to treat people properly. I spend A LOT of money in your store, besides my prescriptions. I can easily spend that money elsewhere. And after the treatment I have received from your pharmacy, I may just do that!

I was in my local Shoppers at 25 Broadway, Orangeville on Saturday and noticed, in line for my prescription pick-up, that the pharmacist on duty was being verbally abused by a lady who was also picking up a prescription. She was so angry about the cost of the medication and yelling at the pharmacist. The pharmacist was trying to explain about the cost and the lady was getting really angry and abusive. I could see that the pharmacist was getting very upset. I have always had great service and advice from this pharmacy and I think that it is unfair that staff are abused to that degree. At my doctor's office and the hospital there are signs up saying abuse will not be tolerated. You need to put them up in your stores.

The new points card I feel is geared more to family households and not the single folk. You have to spend so much more in order to gain points. It is not as enticing as it use to be where you would get a good amount of credits shopping there. It will deter people from shopping there including myself as you have to spend and arm and a leg to get points.

I was shopping at the High Gate In Burnaby and I decided to get myself new make up for work at the shoppers drug mart there.
I was in your store for 20 - 25 minutes deciding what I wanted to buy and when I made my way to the till at the front the employees looked at me baffled and said to me our store is closed ma'am, and we can't ring in your products because our computers are closed but we can put it on hold and you can come tomorrow and pay.
I was very upset because i had $200 Worth of make up I wanted to buy and i took my time to find the products I wanted and was refused to purchase it because your employees failed to give me any warning of the store closing.

I spoke with your store manager the next day who was very sorry and told me they would make a "gift basket" for my inconvenience at the store.
I waited 2 days for it and When I got the "gift basket" it all consisted of products that were testers and already used..
half used Katie Perry perfume, used concealer and a tester for a hair product from which the box it came from had the hair serum leaking out of the box it was in.

I feel very insulted as if my time is worth nothing more that a bunch of used products that should have been in the garbage or for donation.

I'd also like to add that I was buying make up products and I could have gone to sephora and spend the exact same money and I would have gotten better service.

I hope someone from this company can investigate in this situation more so this problem doesn't happen again, otherwise I won't be shopping here anymore.

Thank you
- Juliette Belanger

Date: Feb. 1/18

Cashier gave me attitude when I was trying to pick up my lottery from the cashier desk. I was picking it up and she stopped me abruptly like talking to a child and said to me in a stern voice, "I will hand it to you!" I didn't know that she needs to hand me my stuff to pay for. I moved to another cashier because there transaction of the customer in front of me is not going through properly and another cashier opened up. I thought that was very rude of her and it bothered me after I left the store.

I then called the store manager soon after I got home and he just dismissed my complaints that the cashier was rude. He didn't even ask me what happened. He just said "What do you want me to tell her?"

I just want to you to know that customer service in this case was rude and the manager was even more rude by not even asking me what happened and then asking me what I want to tell her. He quickly hung up the phone and didn't seem very concerned about the situation.

I'm no sure what the desirable solution is. I just know that you need better employers and managers who actually care about customer complaints.

This happened at Oshawa Centre Mall in Oshawa, Ontario.

Thank you.

Raquel J.

I recently moved and am debating never using a shoppers pharmacy again and was offended by the way the pharmacist spoke to me.
I receive monthly dosages of medication that have recently been coming in a prepackaged box.
I have requested that my pills be placed in a proper prescription container. This has not been an issue in the past at other locations.
I made this request for several reasons, one of which is if i happen to lose a sleeve of pills i dont lose 1 i loose 10.
I just started going to the 220 taunton rd 2 months ago my first prescription i requested in a pill jar which they did not do until i requested they do it when i picked them up.
Today january 27 at 8pm i picked up my pills and again in a box with sleeves of 10.
When i asked for them to be placed in a pill jar i was told by the pharmacist " popping the pills out of the sleeve is time consuming and if u want a pill jar i cant give you and empty one and you can do it yourself".
I responded "do i get my despensing fee returned to me?"
Again i was told he would be happy to give me an empty pill jar with a label.
I took the jar and left angry.
At this point im angry and out raged that i just paid 11.99 to put my own pills in a pill jar, im also concerned that your pharmacist has no problem giving out empty labled pill jars.

If your police is not to appease the customer i will be taking my bussiness elswhere going forward and i would appreciate my dispensing fee returned to me.

I would also like to know if not dispensing pills is shoppers new policy so i may share that with my friends and family.

I look forward to hearing back from you

Brandon Dukitsch

So I went to Shoppers Drug Mart in Arnprior after work to pick up a few items. It totaled to $12. I had a $10 dollar bill on the counter and was getting two more dollars when the cashier asked if I had enough to pay for that. You have no right to ask me that question! For starters i'm choosing to shop at your store and second, that's none of her business! Then she asked me before I was walking out if I could have paid for something that was $20. Again, she has no right to ask this question! The employees there are very rude and disrespectful to the customers! I am not shopping there from now on and I recommend who ever is reading this to do the same! I'm going to rexal now where the employees are way nicer and the products are reasonable prices instead of $30 for a tube of mascara! Outrageous!

I am a senior. Had surgery yesterday and went to ask the pharmacist about a medication. She was busy doing some paper work so I waited. After 15 minutes of standing in pain I called for her attention. She said I can't now wait until someone else can be with you. Really? Is paper work more important than 2 minutes of an easy consultation? Is serving someone so humiliating that they prefer to ignore the clients and play stupid?
This is unacceptable. My question was about a constipation medication which I didn't know if was good or not for my postoperative and I needed an opinion.
It is a shame that in a supposed first world country there are people that no matter what don't care about other people. So why do this so called professionals are hired? I want this pharmacist to be aware of the horrible customer service she provides.

I went to pick up a few bags of chips from this ShoppersDrug @499 TerryFox Dr Kanata after work. and i dont think i need to have an arguement with your cashier who thought she was helping but she was not . ...and not too smart.

There was a long line up on one end of the cashier near where the fridge are located. I came from the opposite end of the iles where the beauty product iles are located. when i was about to walk towards the long line up, this lady cashier shouted Cash 4 is open . I was one step away approaching this cash 4 before reaching to the other end of the cash where originally has a long line up. so logically i am not going to walk toward the other end if another Cash is openning right where i was at that time. when i approached the cashier lady, she said i m not going to take you, i am taking the next person from the other end where there is a long line up. WHAT A STUPID thing to say to a customer . if she is willing to help the next person in line of the other end of the iles, she should be open the cash next to where the cash was, not 3 or 4 cash apart from that line . So i dont think she is too smart to start with. Another thing is, if her intention was to help the next custmer from that line up, she should go to that long line up and ask if the next custmer willing to move 3 or 4 cash down the other side and bring the custmer over to her cash
instead of shouting out loud CASH 4 is open . and when the customer ..me approached her, she said ' i am not going to take you ' . Is she on drug or did not bring a brain to work ! she makes me feel like i m budding in in front of everybody.
first of all, she should not shout out loud Cash 4 is open . she should lead those customer from the other line to her cash since she is far away from them.
2ndly, she should not tell any of her customers i am not going to take you / serve you .
3rdly, she should not open 3 or 4 cash apart away from the other cash if she wants to help the other line.
last but not least, she should have just take my order and get me out of the line instead of arguing with her customer this is not fair to the other customer.
Your staff should be trained what is customer service not just a cashier.

i do appreciated that she wants to help to the long line up. but she is not doing it right in a professional way. and she is not helping. she is making all customers angry at each other and definately she is rude to me as a cashier.

Hi there,
I have experienced very poor customer service at the pharmacy at the Shoppers in Surrey on Fraser hwy and 184th. They routinely ignore customers in line and even when there are multiple staff in the back, they do not look up from their computers. Once they do help customers, there is often a line of 5 or more people and the associates from the back to do not join to help or even acknowledge customers and that there will be a wait. I talked with a customer in line and she said that she also experiences long delays and poor service. What can be done to adjust this type of service? I usually enjoy coming to Shoppers but this has made me unsure of continuing my business.

I bought a curling iron from SHOPPERS DRUG MART and tried to return it a few days later as I purchased in error, the wrong size. I wanted to exchange it for the correct size.

I was told by SHOPPERS DRUG MART that they have a policy that states they will not refund or exchange electronic devices.

I said to them in response, where in your store is this policy posted, it sure as heck not posted at the till, nor anywhere that sort of merchandize is displayed.

I continued on to say that on SHOPPERS DRUG MART website, curling irons were not on the excluded return item list, but if the item was in saleable condition, and returned within 30 days of purchase, it was fine. (which of course the box was in pristine condition and item never used).

Still they would not budge.

It is beyond me why a store chain as big as SHOPPERS DRUG MART would have such a policy, is it worth the $45 dollar item to have a VERY unhappy costumer one who will make a point to let everyone know about their unreasonable policy?
Apparently so.

Dear Shoppers I have been to 3 stores in Welland Ontario to buy a case of Powerade that is on sale in your flyer and all 3 stores did not have it and they all said nothing was delivered because its not a regular item they carry. So why put it in the flyer if no stores are going to have it. Its been a waste of my time driving around and not to mention my gas money. Oh by the way i couldn't even get a rain check .

Today, I went to the Aurora location on Bayview Ave and Hollandview Trail. I walked in with my son in the cart. I made eye contact with the lady at the beauty department as I was going to ask her for help. She looked my way and walked away to help another customer. We didn't even get acknowledged. I figured she was busy and went to look at products myself. After looking at everything, and still being confused, I decided to go back and ask her for help (This was about 20 minutes after we initially came in). She was now cashing out yet another client. I stood on the side of the counter to ask if there was anyone else that could help me. She ignored me for the first few minutes then turned and asked "yes?". I asked if anyone else is able to help me and she asked why. I said " I need help with skincare and creams". She said she will be with me within a minute. I went back to the cosmetic section. About 5 minutes later, she still didn't approach me so I decided that I would just go to Another location instead where someone would be glad to help me. She then found me in an aisle looking at shampoo (yelling from the end of the aisle, as I was on the other end) saying she's able to help me now. I said I'm ok now, and will be going to another location. She didn't apologize and just walked away. She is absolutely horrible. She looks miserable, isn't approachable, and looks like she hates her job. I once dealt with her and my grandma trying to find a cream for my grandma. She instantly told us that "only" the most expensive cream in the store will do the trick and nothing else. Ive dealt with another lady in the beauty department at the same location and she's wonderful (the blonde lady). This one on the other hand makes me want to avoid Shoppers Drug Marts all together. Didn't catch her name but she's an older, heavier set, lady with dark/black shorter - shoulder length hair. Just look for someone miserable, you won't miss her.

Good afternoon,
My name is Carolyn Gwynn, and I have a complaint to file against your pharmacy at Spring Garden Rd, Halifax, N.S.
I recently moved to Halifax as I have been diagnosed with Multiple Myeloma and bone cancer and wanted to be near the hospital.
Two months ago I transferred my file of many years from FallRiver NS to this location due to its proximity to me.
I have had to refill prescriptions three times in two months. Every time they we're unable to fully fill them and requested that I return within a week to pick them up. Each time they said they would call me when they came in. Not once did they make that phone call. Two weeks ago I dropped off three more prescriptions. I returned after a week to pick them up. At that time, one was complete, the other two were not. One, the apo-acyclovir, I need to take twice a day. He gave me 14, and said the rest would be there in a couple of days. I asked why the issue with filling these prescriptions again. He said because they had an 8 hour power outage, the orders did not get sent. Really? At this point they had two weeks to fill this order.
Today, Tues., Jan 15, I returned once again to get the rest of my pills. They were nowhere to be found. Next thing I hear is the pharmacist calling around asking if other pharmacies have ‘extras.' She told me one had a different supplier, the other, there is a shortage. I was supposed to take my app-acyclovir this morning and I have run out.
I no longer have confidence in this pharmacy. If they are unable to properly run a business than I am concerned on their ability to properly fill my meds.
Also, each time I have been there to drop off or pick up, the three pharmacists stay behind their computers for at least 5 minutes refusing to look at the customers for fear one of them might have to wait on the counter.
Every other Shoppers I have used has been wonderful and I feel that this is a deterrent to your company.
I will be removing my file today, and going across the street to Lawton's.
Thank you for your time
Carolyn Gwynn

I had gone on a Saturday night at the newtonbroom plaza shoppers drug mart at 5845 Yonge street, I asked one of the lady workers (who is responsible for shelving I suppose), if they have sea salt and she unwelcomely said no and completely ignored me after, so I go and ask the pharmacy staff for sea salt and surprisingly he had directed me to it, so I was rudely lied to about a product, your staff need proper training if people want to buy your products at that location.

I purchased this item regularly I just purchased one in December the bottle is 3/4 full I have photos I'd like to show you thank you I know settling occurs during packaging but I have never received a jar like this and I purchase this item like I said all the time it's one of my favorites and I'm happy with it I'm very disappointed in the amount of cream for the price that I've paid

Tuesday, January 9, 2018 at 7:30pm - Refused the 6pm-9pm BOGO vitamin deal at the Toronto Eaton Centre location of Shoppers Drug Mart, stating that Jamieson vitamins were not part of the deal. Two different cashiers refused to escalate the problem and dismissed it as "not applicable" and waved a sheet of paper with a discount code on it from Head Office. I asked to see the manager and they refused. I have both their names and informed them I would escalate to Head Office and they yelled GO AHEAD. My friend who was also refused the discount by these two ladies, went to another location on Bloor Street and got the exact same vitamins she tried to purchase at the Eaton Centre.