Shoppers Drug Mart
Reviews and Complaints

Good Afternoon,

I am writing due to two major issues I have had with shoppers pharmacy in Angus Ontario.

The first issue occurred when I was taking morphine for my back surgery; last year 2016.I went to fill a prescription and the pharmacist said you filled the prescription.
I went home thinking I must be crazy, checked with my doctor. Called them back and then had to go in to straighten out the issue and the pharmacist was rude. I spoke to the owner of the pharmacist in Angus and she apologized and sent myself and doctor an apology letter.

The recent issue that just occured in July 2017, I had seen a dermatologist in Vaughan for my daughter and got the original prescription copy to give to my shoppers in Angus (the drive to Vaughan Ont is 1 hour)

While on vacation my daughter runs out of her prescription so took it to the pharamcy in Greenwood Nova Scotia to transfer from Angus; I then find out they lost the prescription and filled one from June of last year? I call the pharmacy and they explain they have nothong on file?

I have now switched to Guardian Drugs due to these errors that are pretty obviously unnecessary stresses I have PTSD and this creates a lot more stress!

I am very disappointed in the incompetence of lossing a prescription and it should not be so stressful to deal with a drug store.

Sincerely,

Julie Anne Wright
[protected]

August 4/2017. The SALE price tag on a shelf was right above the granola bars. Got to the check out and turned out that the price tag was for a different product on a bottom shelf. It's so misleading and deceiving. In addition, its very upsetting. When i approached the staff, I was told that it was not confusing at all and that the manager decides what to put on a shelf under the price tags!

Yesterday I entered the shoppers drug mart in the Prairie Mall location looking to exchange a product that was purchased under the wrong shade of foundation. The process for exchange at shoppers is a return then repurchase. My foundation was returned and the employee needed an override in order to change the pricing of the new foundation as it had increased in price within three days. After the third call for a supervisor (I had been waiting over 10 minutes at this point) one finally came over to proceed with the price change. She did not understand what was going on and had to call another supervisor in order to change the pricing. After another 5 minutes of waiting for the second supervisor to return the page I was informed that they will not do price changes and I would have to purchase it at the new price which was $5.50 more expensive then what it was three days ago. After waiting over 20 minutes there was no resolution and all three customer service representatives were unknowledgeable, rude and had horrible customer service skills. Do not purchase from Shoppers.

On July 25, 2017 at 3:49 PM I was paying for the beauty products that I bought worth $353.66 and I was being attended by Ms Sylvia who was very rude and misbehaving with me and my friend. I requested for a few samples that I always get after shopping and I try those samples to make further decisions for next purchase. I am doing this for last 12 years at this location but was never treated in such ill manner. As soon as I requested she started saying you didn't need acne cream, you didn't need tanning cream. I said how did you know what I wanted to try. Shoppers introduced the practice of providing samples and I always try various samples. Sylvia started behaving in ill manner and I said next time I would not come to you when she screamed and said "Don't come". Sylvia does not know how to treat the customer and she should not be working in Customer Service. Now I really have to think about the customer service provided by Shoppers and decide if I am to do any further shopping there.

Very upset shopping at 20 Warren Ave store in oshawa ontario at 9:31 pm. I picked up a few items and seen the chocolate milk in sale so I picked up 3. I got to the cash and the cashier said it was the wrong one I then told her the entire shelf is full of just this kind why would they fill it with the wrong one and not take the sign down. She then asked if I wanted to buy it or not of which I replied not at the reg price. I don't think that was right as the shelf was full I wasn't the only person this happened to this evening and u can search my optimum card as to how much I spend and shop there but this has put a bad taste in my mouth.

The senior pharmacist at this location was preventing his employee from assisting me in finding another location that carries the medicine I required. His reasoning was there are other customers and implied that our needs weren't as important as those of the other customers. His tone was very disrespectful and his rudeness needs to be atoned for. Person name was Javed

I had purchased a bottle of Cover Girl foundation and realized it was the wrong shade. I went to return it the very next day. The bottle was unopened and still sealed. I was told that it was against store policy to refund it and if I return it that it would just be thrown in the garbage. I explained to the manager that it's still sealed and he basically dismissed me and the matter. He was most unpleasant. I would like to know what the return policy is known cosmetics and if there are such strict policies then why are they not posted in your cosmetics department? Furthermore, please review with your store manage pneumonia how to politely and effectively interact with customers.

My father and I visited the store at 7:15pm to 7:40pm on July 18 located at Danforth and Victoria Park in Toronto. We approached a register awaiting to cash out multiple items.

My dad politely inquired about an item he was purchasing and the clerk looked up, stared at my dad blankly and continued to scan more products - basically ignoring his question. I then repeated what my father asked to him and the clerk replied very aggressively. My father then asked another question in regards to an item being on sale and the clerk replied again in an extremely rude manner "if you actually looked at the price on the sticker it'll be the same on my register" It seemed like he was implying my father was incompetent and penalizing him for asking a simple question. My father was just double checking to make sure it was on sale because sometimes people leave items in the wrong area and it might not be on sale regardless if it was put under a sale section and he did not deserve this kind of attitude from your employee. My father then tried to explain himself after the clerk made that statement and then the clerk cuts him off and yells out "I'M NOT DONE TALKING". I then jumped in and asked why he was giving us attitude and he says "I DON'T HAVE AN ATTITUDE YOU DON'T HAVE TO BE RUDE". Not only did not apologize to my father but he tried to turn the situation around and played victim while being blatantly disrespectful to customers. Both my father and I have been shopping here for over 20 years and never have we been treated in such an ill manner. I then asked who his manager was and all he did was point at his direction without apologizing or trying to make the situation better.

I then immediately grabbed out items and brought it to the manager's cash till who clearly seen the situation and seemed to ignore it because he did not ask us what was wrong or apologize on his behalf. This whole interaction made me so upset because my father and I should not be treated so disrespectful and it also concerns me as this is the closest location to my home and we come here on a daily basis. The employee's name who was rude to us is Peter.

Afterwards I called their customer service line and spoke to a rep that showed no empathy about the situation while he was ruffling a bag on the other line during the whole conversation causing me to not hear him properly. He told me he would follow up about this situation and get back to me - which he never did.

Jul-16-2017
11:50 am
Shoppers Drug Mart 2371
610-7 Mahogany Plaza, SE, Calgary, AB

Hi,

This morning I went to get a prescribed medicine for the symptoms I was having. Pharmacist [name removed] was on shift and got to help me. Unfortunately, he discussed my condition by the prescription drop off area in front of everyone including a lady who came on the line. I felt uncomfortable, so embarrassed that my medical privacy wasn't respected.

Same thing happened again when I cam back for pick up.

I'm not sure if this is acceptable in Shoppers Drug Mart, but I know it's not in other pharmacies and that pharmacists would discuss patient's medical history/condition in counseling rooms.

I would appreciate if I get an explanation on this behavior please.

Thanks,

[name removed]
[number removed]

Hello..

I have been a Shoppers Drug Mart customer for near 5 years.

It has come to my attention, that my neighbor...Holly Boucher of the 227 Algonquin Blvd W, Timmins, ON P4N 2R8 location has been a working employee behind the counters with full access to drugs and medication as a pharmacy technician. My entire street, has become fully aware of her position, and after a large gathering we have all fully described our disappointment in the Shoppers Drug Mart corporation of this situation. The verdict being, we are all uncomfortable continuing business with this location due to a mentally unstable, ignorant and prejudiced woman.

The employee, Holly Boucher as demonstrated nothing less than mental instability, as well as sever anger problems towards her current neighbors, including verbal and physical harassment towards prejudice and un-Canadian tolerances.

At the count, 15 households are switching locations due to her lack of respect, due to her temperament which can be easily trans located over the counter with access to personal information, and access to personal medication. She is a vulgar, and ill-tempered individual who has no business administering medication or having access to personal information at all.

She is in-adequately suited to handle personal medication or confidential information at all, and her mental stability requires extreme examination.

Please inform me what is to come of this, as 28 residents I have grouped to express their concern's, and await a reply towards this horrible woman's actions and behavior.

You will continue to loose business at this location, until managerial repercussions have been taken against this heinous employee.

Thank you, please let me know what will come.

Donald Mumby.

Yesterday, at around 4 pm, I came to refill my prescription. I went to the counter and a black lady with short hair(I do not know her name) was there to service customers. She asked me what I wanted and I told her I needed my medication refilled. She went to type my information, however while she was typing and asking for my information, a product on the left side of the counter cough my eye. So, I continued to give her my information while at the same time looking at the product in question. This woman raised her voice and said to me, “ Look at me in the eye boy, while I am speaking to you.” I was shocked by her response and said she seemed like an angry lady and that she was rude referring to a 30 year old man as a “boy.” She told me she would no longer service me and walked away. I calmly waited for another pharmacist to service me. An Asian lady came and took my information down. I told her I needed my medication refilled and that I needed 2 month supply since I was going on vacation. This woman is the same woman that made unwanted remarks about me and my medication after asking her to order my medication last year. At that time, she said she ordered my medication but when I came back a couple of hours later I found out she did not even put it in the system. Hanna, the owner, was the one who put it in the system and apologized for her actions. In any case, while trying to refill my medication this woman kept cursing under her breath and pretending she did not know how to put in the order. When I asked her what was taking so long, she just walked away and said she was now on her break. I made it very clear to the other pharmacist that I needed my medication and I wasn’t going anywhere without it. The black lady with the short hair called security and I was forced to speak outside to security about my situation. This was very embarrassing. After about 30 minutes or so, they finally gave me my medication to security and told me to find another pharmacy. Also, the black lady tried to get me band from the store. I immediately called the Ontario Human Rights Commission legal support centre. They made it very clear to me that denying someone medication on unfounded moral grounds and reprisals are code violations. They also told me that I had one year to file a complaint. I have every intention filling a claim unless you could explain the actions of these pharmacist to me and what you will do to remedy the situation.

Hi I was wonder about your scan of conduct, I was at your store at kennedy and Eglinton and I wanted to get a nail clipper set for my baby and also bottles ..as this is and has been my go to store..
When I seen that the clipper set it was $18.99. On for $8.49 I grabed it, great deal right!
Well not only was the staff rude he said there was a knew law said they couldn't give it to me at that price even though there was a least five of those products put under that sticker price for $8.49..
So I asked for the manager and she said that they lost the paper work for that product..
I told them I was willing to pay the $8.49 but they said no it was $18.99. Plus tax and they do not honour or practice the scan or price of conduct..and pretty rude about it ...I do love your store..And never felt more stupid and insulted like that before..
But regardless if I am wrong and you do not honour that like every other store does My full apology.., My sister said no they do and I should write you as Canadian tire were she works that is privately owed but a chagne does..and said your staff at that particular loction was mis informed and they should of have it to me at the sale price or free if the price was wrong it's on them as it's false advertising..
Please get back to me, sorry if it's a stupid question it just really buged me..and I needed the nail set and bottles but because they were so rude I just walked out so fusterated without either and don't believe I will go back to my home location again..:(
But Your company's 👍 great and will go to others
Thank you for your time.sincerely Jade Amber petrovich

Shoppers Drug Mart Inc.
243 Consumers Rd
Toronto
Ontario
Canada - M2J4W8

July 10, 2017

Dear Customer Service Team:

I am writing this letter to file a formal customer service compliant regarding an unsatisfactory and discriminatory customer service experience that I encountered on Saturday, July 8, 2017, at approximately 10:00 pm at the Shoppers Drug Mart location by Kingston and Westney Road in the Westney Heights Plaza in Ajax, Ontario, Canada.

Background Information

On Saturday, July 8, 2017, at approximately 10:00 pm, I entered the Makeup and Perfume Boutique section of the Shoppers Drug Mart store located on Kingston and Westney Road in Ajax, Ontario. When I entered the Makeup and Perfume Boutique section of the store, I saw two Shopper’s Drug Mart Customer Sales Representative at the front by the main counter: a young black woman with green hair and a white woman with blonde hair who appeared to be finishing her shift and on her way home. I do not have their names so I am unable to identify them throughout this letter.

I proceeded to the back of the Makeup and Perfume Boutique section of the store. I knew what perfume I wanted as I had been exploring perfumes to buy from previous Shoppers Drug Mart visits.

While shopping in the Makeup and Perfume Boutique section, a Shopper’s Drug Mart Customer Service Representative approached me (a young black woman with green hair) and asked if I needed any assistance. I replied to her that I did not need any assistance as I knew which perfume I wanted and had already made my decision. I picked up the perfume I wanted (La Vie Est Belle Florale Eau Du Toilette) and left the Makeup and Perfume Boutique section to enter the main area of the Shopper’s Drug Mart store, as I had a few other items I needed to get and was still shopping.

While leaving the Makeup and Perfume Boutique section, the same Shopper’s Drug Mart Customer Service Representative approached me (the young black woman with green hair). She asked me if I wanted to pay for the perfume now at the perfume counter in the Makeup and Perfume Boutique section. I responded to her that I was not done shopping and had a few other items I still needed to pick up from the main area of the store. I also told her that I would pay for my perfume as well as my other items at the main cashier counter once I was done all my shopping. The Shopper’s Drug Mart Customer Service Representative (the young black woman with green hair) said “Okay” and I left the Makeup and Perfume Boutique section to enter the main area of the store.

While leaving, the same Shopper’s Drug Mart Customer Service Representative (the young black woman with green hair) approached me again and asked if I wanted to see other perfumes that were on sale. I said yes, I was open to seeing the other perfumes. I went with her and she showed me the other perfumes that were on sale in the Makeup and Perfume Boutique section. I smelled the perfumes and I did not like the scents. I explained to the Shopper’s Drug Mart Customer Service Representative that I would not be purchasing the perfumes. She said this was fine and I once again left the Makeup and Perfume Boutique section to go to the main area of the store.

While leaving the Makeup and Perfume Boutique section, I was approached by a white woman who later identified herself as “Bonnie” and the Assistant Manager for the store. Bonnie approached me and stated that I needed to leave the perfume at the perfume counter in the Makeup and Perfume Boutique section and that I could not continue shopping in the main area of the store unless I left the perfume at the perfume counter or paid for it immediately in the Makeup and Perfume Boutique section. I was very taken aback by this as this was not a process or protocol that I was familiar with throughout my many years of shopping at Shopper’s Drug Mart. Additionally, the previous customer service representative (the young black woman with green hair) did not communicate this to me.

I explained to Bonnie that I was still shopping in the store and that I needed to pick up a few more items from the main area of the store. I also explained to Bonnie that I was planning on paying for the perfume as well as my other items at the main cashier counter once I completed all my shopping. When I shared this with Bonnie, Bonnie stated to me that this could not be done and that store policy required that I leave the perfume at the counter in the Makeup and Perfume Boutique section or that I pay for the perfume immediately by the Makeup and Perfume counter before I continued shopping in the main area of the store.

I asked Bonnie if she could provide proof of this store policy that stated that customers had to leave perfumes for purchase in the Makeup and Perfume Boutique section while they continued shopping in the store. I also asked Bonnie to provide proof of the store policy that stated that customers had to pay for perfume in the Makeup and Perfume Boutique section of the store only. Bonnie was unable to provide me with proof of this store policy and had nothing in writing to indicate that such policies were in place.

I stated to Bonnie that I was a very frequent user of Shopper’s Drug Mart. I stated to Bonnie that over the many years that I have shopped at Shopper’s Drug Mart, I have never once been asked to leave the perfume in the Makeup and Perfume Boutique section of the store if I was still shopping. I also shared with Bonnie that based on past experiences, customers could make payments at any of the cash registers in the store. I also explained to Bonnie that I was not happy with her approach and her requesting that I do this as it only implied to me that she was worried that I was going to steal the perfume. I explained to Bonnie that I found her actions unwelcoming and discriminatory because I was not aware of any policy stating that customers needed to leave perfumes for purchase at the Makeup and Perfume Boutique section or that customers MUST pay for perfumes in the Makeup and Perfume Boutique section only. I explained to Bonnie that this experience was very unsettling as it only made me feel that she was perceiving me as a thief.

Bonnie once again reiterated that what she stated was store policy. I asked Bonnie if this store policy was enforced throughout all Shopper’s Drug Mart stores. Bonnie stated that the policy changed from store to store and that she could only speak to the policies of this location. I asked Bonnie if the Shopper’s Drug Mart Head Office would provide proof of such a policy and she stated that the Head Office would.

I once again explained to Bonnie that I found her actions discriminatory. I explained to Bonnie that she was unable to provide proof of any such policy and if it was a policy, that it should have been clearly stated in writing and placed somewhere in the store for all customers to see. I communicated to Bonnie that as a Black woman, I did not appreciate her selective judgement in asking me to leave the perfume at the counter as it only implicitly suggested concerns related to stealing. I also stated to Bonnie that her actions could be perceived as discriminatory and racist and that I found the encounter very unsettling.

When I said this, Bonnie responded “This is not about race.” I explained to Bonnie that she did not have the right to tell me how I perceived her actions. I explained to Bonnie that she if exercised any cultural and racial sensitivity, she would understand the discomfort I felt as a Black woman when she asked me to leave the perfume at the counter especially given that I had never had this experience before as a Shoppers Drug Mart customer.

Bonnie was defensive and combative and did not nothing supportive to address my concern. She kept insisting that she had the right to communicate what she did as store policy stated she could, although she could not provide any proof of this store policy. Bonnie also demanded that I leave the store and threatened to call the police on me. I asked Bonnie under what condition could the police be contacted. I asked Bonnie what I did or said to make her feel unsafe or threatened. Bonnie stated that I was being “aggressive” because I would not allow her to speak. Please bear in mind that Bonnie was speaking over me many times and cutting me off several times when I tried to communicate with her.

I explained to Bonnie that she was overusing and abusing her power by threatening to call the police on me as I had done nothing criminally wrong, threatening or violent towards her. I asked Bonnie to state again under what condition could she call the police. Bonnie once again stated that I was being “aggressive” because I was speaking over her and asked that I leave the store. I asked Bonnie to tell me what I did that was “aggressive.” I asked Bonnie if I invaded her personal space or said anything threatening. Bonnie stated that I was being “aggressive” because I would not allow her to speak and kept cutting her off.

Customer Service Concerns

There are number of concerns that I had with this customer interaction:

• Bonnie requesting that I pay for the perfume at the Make Up and Perfume Counter despite me telling her that I was not done shopping in the store and wanted to make my final payment at the main cash counter.
• Bonnie insisting that I could not continue shopping unless I left the perfume at the counter while I shopped.
• Bonnie stating that she was enforcing store policy by requesting that I pay for the perfume at the Make Up and Perfume Counter or leave the perfume at the counter while I shopped.
• Bonnie being unable to provide any written proof of any such policy and the lack of this policy being visible for all customers to see and be consistently applied to all Shopper Drug Mart locations.
• Bonnie’s combative and defensive approach to addressing my concerns re: discriminatory practices and her inability to de-escalate tensions surrounding my poor customer service experience.
• Bonnie falsely accusing me of being “aggressive” and stating that speaking over her was a form of aggression that warranted the police to be called.
• Bonnie demanding that I leave the store and threatening to call the police if I did not leave the store although I had done nothing criminally wrong other than voice my concerns.
• Bonnie’s gross misuse of power by insisting that I needed to leave the store if I did not want the police to be called although I had done nothing criminally wrong.
• Bonnie’s inability to exercise cultural and racial sensitivity in the handling of this consumer racial profiling incident.

On October 8, 2015, The Ontario Human Rights Tribunal ruled that Mary McCarthy, a Black woman, was targeted as a shop lifter by a Shopper’s Drug Mart employee because she was Black. The Ontario Human Rights Tribunal also ruled that “race and colour were a significant factor in how the employee and the store, treated her." The Ontario Human Rights Tribunal also ruled that the Shopper’s Drug Mart employee was “being influenced, consciously or unconsciously, by the stereotype that black people are thieves.” 

Consumer racial profiling is a violation of the Ontario Human Rights Code. Many research studies have shown that Black people are wrongfully unconsciously and consciously perceived as threatening, aggressive and violent perpetrators of crime. I strongly believe in my heart that Bonnie’s action was subconsciously or unconsciously an act of consumer racial profiling. Additionally, the inconsistent application of this alleged “store policy” systemically places people of color at risk for consumer racial profiling and this is an issue that Shopper’s Drug Mart must address and take seriously.

As a corporate organization that claims to uphold inclusion and diversity as important facets to the provision of customer service to Shopper’s Drug Mart shoppers, I kindly ask the following:

• That I be provided with a copy of the store policy that states customers are required to leave perfume at the counter in the Makeup and Perfume Boutique section of the store while still shopping or that customers pay for the perfume by the Makeup and Perfume counter before continuing shopping in the main area of the store.

• If such a policy does exist, that Shopper’s Drug Mart reflects on how this inconsistently applied practice systemically contributes to consumer racial profiling (a violation of the Human Rights Code) and how this negatively impacts the customer service experience.

• That all store policies be put in writing and be available for customers when requested.

• That all employees of Shopper’s Drug Mart undergo Diversity, Inclusion, and Racial Sensitivity training.

• That I be provided with a response within 48 hours to address these concerns.

Many thanks in advance for your support. I look forward to your response.

On July 9, 2017 I requested an exchange of my $25 iTunes gift card at Shoppers Drug Mart Six points plaza. The manager at this location explained that there is no return or exchange for gift cards, even though he admitted that there is no notification to consumers of this rule. Nowhere on the receipt does it explain that gift cards are final sale. Nowhere on the gift card display rack is there a sign that notifies customers that the gift cards are final sale. This is in contravention of the law, products for sale which have the policy of no exchange or no return must communicate such in a open manner to advise the public of its policy. I would expect proper conduct from a professional establishment such as yours. The receipt that was given with the gift card states you have 30 days to return or exchange the product you have purchased. This is false and misleading to conusmers. I am very disappointed in the actions of Shoppers Drug Mart and I trust that head office will respond to my complaint.

I recently purchased a Petrocanada $25.00 card for a friend...this was on July 2 at the Pharmaprix on Victoria stet in Saint Lambert. By error the clerk neglected to activate the card. That's fine...It was an human error...EXCEPT...my friend went to get gas...and was treated like dirt by the Petrocanada employee...and had to pay out of her own pocket...for the gas. $25.00 may not seem much to a multimillion dollar company like Petrocanada or Pharmaprix...but it is to someone who counts every penny...Because of this...my friend has no money for groceries until her next cheque comes in NEXT MONTH ...Is it MY FAULT no...When I went back to Pharmaprix...I was told "sorry no refunds or exchanges on gift cards point final" (I had asked her to ACTIVATE IT) and was directed to petrocanada...Petrocanada in turn told me to go back to pharmaprix...I Filed a complaint against the person who was rude to my friend from Petro Canada...and now it is YOUR TURN ...I realise it was a mistake...but FIX IT for goodness sake...give us a replacement card...that is all we ask

I have been into shoppers drugs mart Pharmacy for my prescription refill. Location which is located on 15157 56 Avenue, Unit 100
Surrey BC V3S 9A5. (152 st and hwy 10 corner). First the staff is very rude and took my prescription and when I went there to pick up then they refuse to give my full medication and told me to come back again for refill. When doctor wrote the prescription and gave me they shouldn't be refuse to give me, the only reason just because they make Fee $ 10.50 each time for refill. The medication they can give me once, they want me to come 4 times. And this is my regular prescription and using it from last 5 year. It's never been problem to any other pharmacy only this pharmacy has it. And the other prescription they filled. When I counted because I got doubt, usually it filled half way to the bottle. When I counted it was short by 10 tablets. When I went back and asked them how many tablets you gave me. Again that rude face came and says me it's 60 tablets, didn't you see. She said to me. I told her to count. Then she got panic and start giving me annoying look so I can shut off my mouth. Another girls at back start yelling at me and said Calm down. Stay back. So bad experience. Don't go there.

The pharmacy here is the worst. The staff is seriously rude, I flat out felt humiliated and regretted returning after 2 years having moved my prescriptions over to rexall. What is being done about this? I feel insulted enough that I will keep reporting until I get a proper apology from someone on how I was treated and something is done about it. Totally not okay for the pharmacist to ignore my concerns and as soon as I walk in look me up and down and in the rudest way say $11. [censor] shoppers, I have never experienced this kind of behaviour at recall since I switched.

On June 24-2017 I made a purchase of 10$ (After Sun lotion 8.99 and Lip balm 2.49?) at the store located at 597 Bernard Ave, Kelowna, BC V1Y 6N9 and asked to redeem 10$. I never checked my receipt to see that the points were incorrect, as I had no reason to think otherwise. The points redemption system has been the same and around for years. It wasn't until I made my next purchase once I had returned back home and saw on my receipt that my points had drastically went down from what should have been around 87, 000 - 92, 000 to 53, 000. I was shocked and a couple days later I called the 1-800 shopper line to inquire about it. The man I was talking told me that my points was never up to the 95, 000 level and that with the 8, 000 points added back would only bring me to approx 62, 000 and nothing he could. He was rude to me so we said bye and shortly after I called back to talk to someone else. The man I got next told me I just spoke to someone and made the entire call about me calling twice and said I need documents. This man was even ruder than last man. By the tone and rudeness in his voice, he not willing or wanting to help me or listen to what I thought may have happened.
I told him I worked at Shoppers before and that when redeeming points, if the points were redeemed incorrectly it will take off the entire reward level and bring you back down to the previous level and that it would not show how many points there was or put them back because they would no longer exist. I was told I had no proof and to do an investigation if I want to. I ended the call due to getting frustrated and poor customer service.

I have no issue with the employee, mistakes happen. I do however have an issue with the customer service reps.

I would just like my points level be put back to the 95, 000 level as I had close to 98-99, 000 before that purchase was made to redeem 10$.
My optimum card number is [removed]

July 3, 2017 at approximately 3:00pm, Shoppers located at 388 King Street West in Toronto, Ontario. I was checking out with employee Judith, and I had under 10 items in my basket. As an optimum points collector, I was checking the app in store to add on any additional coupon codes or promos being offered. I did not get a chance to upload the coupons before Judith scanned my card. Once she finished ringing everything through and I paid, the coupons finally loaded through the app onto my card; the coupons included earning extra optimum points if purchased certain products or if total was over a certain price. When I looked at my receipt, I noticed the coupons for additional points were not added on my purchase, so I asked Judith to process the refund for the items and redo the purchase so I can collect my additional points. She gave me a really hard time, asking "So you don't want these items, " I clarified that "No, I want these items but I want them refunded first and rung through again so I receive the additional optimum points I just added on my card." And she continued to give me a hard time with refunding the purchase, and kept asking if I wanted to return all the items or some. (Keep in mind, I was the only customer in line at the time, so I was not holding anyone else up from completing their purchase). Then after she finally understood what I needed her to do (after telling her several times), she started to refund the purchase but did so ever so slowly, seeming that I "inconvenienced" her. It took her nearly 5 minutes to process the refund, and then another 5 minutes as she slowly rang through the items again. This kind of behaviour for customers at checkout should not occur, especially when they are a member of their rewards program. I have never experienced this type of reaction from a Shoppers employee; normally they are happy to refund any purchase if you missed out on additional optimum points or discounted price. I should not receive push-back on a refund/repurchase when I solely want to receive more optimum points. In the end, my original purchase gave me approximately 500 measly points, but after I asked for the purchase to be redone to include the coupon codes, I received an additional 4500 points... 10x more than the original.

A year ago I was in St John's, NL on business. My return home was delayed, so I needed to arrange for medication refills. I was 7 months in recovery after Quadruple Bypass Surgery, so my medication was/is very important.

I went to the Shoppers Drug Mart on Torbay Rd and asked to have my prescriptions transferred to their store and filled. I left my name and phone number. Approximately one hour later, I received a phone call from a young woman to informed me that "the pharmacy is too busy to do this." What? Too busy to be concerned with my health care?

Flash forward one year...I once again visit this location to pick up a pair of reading glasses. I arrive at cash and stand in line. After a little more than a minute, the customer in the next line finished and left, so I moved over to that cash. As I was stepping up to the counter, the cashier looked me in the eye and placed a closed sign on her counter.

I moved back to the line I was in previously and waited 3 minutes while a customer had the cashier scratch her lottery tickets so they could be checked, then proceed to choose more tickets. After having been in line almost 5 minutes, the cashier left her station to look for additional lottery tickets for the customer I was behind.

Throughout this entire time, I was not acknowledged, no eye contact (other than that of the first cashier as she put a closed sign on her counter)...I may as well have been invisible.

From what I have seen from the Torbay location, they won't have to worry about being busy for long with employees, as I have encountered, working for them.