Shoppers Drug Mart
Reviews and Complaints

I have been shopping at the Convent Glen Shoppers Drug Mart for several years now, as it is my closest location. Recently, I've found whenever I go in alone, I'm followed and watched closely by the sales staff. Yesterday, I spent some time in the cosmetics and personal care section, comparing two products I was debating buying. The woman working in cosmetics never greeted me or asked if I needed any help, but kept watching me. She then paged a manager, who also followed me and advised a third sales staff to keep an eye on me as well. I had a few small items in my hands, in plain sight at all times, and wasn't carrying any large bags or anything suspicious, so I don't understand. I got fed up and decided to pay for what I had and leave. The manager followed me to the register, and dismissed the cashier to ring me through himself. I very well may have spent more time browsing and wound up buying more than I had if I hadn't received this treatment. I don't appreciate being treated with such overt suspicion, and it makes me not want to continue shopping there.

On May 23/3017 I bought a PS4 pro for my 15 yo daughter's birthday! Not even two weeks later the console crashed and doesn't work anymore. When I went back to the store the manager on site told me there were no refund or exchange on electronics and it was on my receipt. I had no idea of such policy and the employee who sold me the PS4 that day didn't warned me about such policy! I am very disappointed with their customer service and I would never buy anymore electronics from them anymore that's for sure! Having said that, why Best Buy and Wallmart has a different policy on electronics because I asked them and they told me with the receipt in such short period of time they would of exchanged the product right away! Very disappointed !

This incident occurred on June 7. I tried to return a car charger and eyeliner. I got an allergic reaction to the eyeliner and I found another car charger at home. The manager Paul said these items are not returnable. He was extremely disrespectful, did not even look at me when I was trying to discuss the situation. Nowhere on the receipt does it state a policy that you do not accept returns on particular items. He told me to go to the shoppers I bought it at. I made sure to check that I could return these items before buying them.
Paul walked away from me in the middle of a conversation and answered phone calls and made me stand there and wait. I want a refund for my items. I was extremely disappointed in the service I got.
The cashier moved me to a different till and then was told they could not do the refund and when I wanted to purchase the other products I was made to move back to the first till. So unorganized.

This was store 2292 in Vancouver Yaletown.

CSR James gave me the most awful over the phone customer service I have ever had the misfortune to endure. He was very condescending and even though I gave my name at the start of the convo, he insisted on calling me "man". He gave me a hard time with my optimum card registration and accused me of lying about the info. Horrible service ! He later verified the info I was saying was indeed correct but didn't even have the decency or tact to apologize. I work in customer service as well and I would NEVER extend such substandard service especially from such a reputable brand. Whenever I go into the stores the girls at cosmetic sections are always so lovely. James really needs an attitude check. The convo was recorded and I urge a CSM to review the call made at 7:15 pm on Monday June 5, with James. The worst part is that I was being more than helpful and pleasant even with his snarky remarks. Never again will I call.

On June 3rd afternoon at 4:32pm, at Kingsgate Mall Shoppers Drug Mart.
My Optimum card no. is [protected].
I checked out at the cashier and told him that I want to get the bonus points (Get 18, 500 Optimum points when you spend $75 or more on almost anything in the store. That’s a $25 value!).The cashier seems to know nothing about this promotion and told me ok, if a little bit less than $75 you can still get the points. Then the subtotal ended up to be $70.23, the total is $74.74 and he asked me to pay. After that I asked him to check whether i got the 18500 points or not, so there was no such points added. then he phoned his supervisor and asked about this promotion, he said on the phone " this customer thought she can spend $70 in order to get the bonus points" First, I never said $70, I know it's $75, and 2nd, he didnt even know this promotion and told me i can still get the points if it's less than the $75. Then he asked his supervisor to come and do a refund and repurchase thing, the supervisor came with a really bad attitude, no patient and rude. She started to do the refund very slowly and didnt even greet me. I had a stroller with my baby girl in it, so i didnt challenge her. However because of their mistake i have to go back and forth a few times to add my purchase amount to $75.
The most important thing is the attitude of the supervisor, she looks like Asian, but she discriminated me (my English is my 1st language)! She smiled, greeted and said thank you to a white senior behind me! but she didnt even put my stuff in the bag!How could she be a supervisor! I was so disappointed by the service Shoppers Drug Mark provided.
and if I dont get a satisfied answer, I will keep complaint to the upper level.

Thanks

Yan Feng
[protected]

We refilled a prescription for 2 epipens at the Shoppers Drug Mart location in Market Mall, Calgary. When we got home we noticed that one of the epipens was set to expire in 7 months. They are supposed to be good for an entire year. The epipens are super expensive and require a ton of paperwork at the daycare our child goes to. So, it is important to get the full year of use out of the epipen. When I went in to try to return the one with the early expiration date. I was told rudely that I would have to wait for a manager that wouldn't be in until the next day. The manager did not call me the next day. I had to call them back and was told the manager wouldn't be back until one more day later. Eventually I spoke with the manager on the phone and was told that the pharmacy had a backlog of epipens from when they overstocked a few months ago and it is their policy to get rid of the ones with the earliest expirations date first. So, it becomes my responsibility to pay for their over stocking mistake. There was no apology or offer to fix the problem. I just now have two epipens with different expiration dates and both expire earlier than the full year.

Yesterday (may 29, 2017) I purchased 2 food products that were expired. I purchased a 1l carton of nelson chocolate milk which had expired may 28, 2017 and a snack pack of dunkroo's which had expired two months ago on march 26, 2017.

This has not been the first time that I have purchased expired food products from this location either.

Pictures have been provided of the products with expired dates, as well as my receipt showing the date of purchase and products listed.

Just came home from a horrible experience at this location. It's the closest to my home and is 24 hours so I tend to go rather often and spend a fair bit of money there.

Now, I'm not nor have a ever been a difficult customer, anywhere... but, This evening the security guard blatantly followed me into almost every isle, if not then stuck within eye view. I was so uncomfortable and annoyed I had actually asked him "do you think I plan to steal something? " he laughed it off and said "no, no" continued to follow me throughout the store to the point I was offended enough to ask for the supervisor. She came up, I explained the situation, told her I was embarrassed and had no intention of stealing anything. This was borderline harrassment, there were many others in the store this security guard was strictly following me. She replied with " well you can tell him to stop following you" which I replied that I did. Then she basically asked what I wanted her to do about it then said "can I go now?" And proceeded to walk off, looked over even the cash clerk was laughing at me.

Humiliating and so unprofessional! I showed no sign of sketchy behaviour and I'm in shock at how badly this was handled. I left my basket on the floor, asked her what her name was, she said "Beth, why" I said I would be calling. She replied "well nothing I can do about it, not my job" I will never be returning. Rexall will now have all my business going forward. Unbelievable.

I was at the Park Place Mall shoppers in Lethbridge, AB and not only was the cashier in an attitude so was the pharmacist who's name I did get; Katie. The cashier did not respond when I rang the bell the first time so I rang again just in case and she responded "Jesus! I'll be there!" She turned towards us (mom and I) and under her breath she said "some people are just impatient" she proceeded to ring me through with that attitude. I said "well there goes my paycheck" jokingly then she said "wellthats because you didn't but many things that is on sale." If I were to have said anything else it wouldn't have been very nice so I said nothing.

Now for the pharmacist Katie; she said it wasn't a problem to get my prescription at this drug mart just for today because we were on our way out from the hospital to hwy 3. We specifically said to dounle check the placement of the numbers as we have had the same issue before... She said the wait was 20 min and I said that's fine as I needed to get some things for my injured hand and for my feminine hygeine. So we did that (went through that cashier experience) and then went back where a woman (who wasn't katie) said she'd get my prescription ready. And that it would be 5 minutes then Katie came back and said that she couldn't get the third party coverage to go through because it was inactive since February which is false because at the North drug mart which is my home store has had no issues within the last 5 months with my coverage. She said that the North side was the one who said this. I was sure that was wrong. Because just 3 days prior I had no issues. 45 minutes later and another call to North shoppers she figured it out. I'm waiting for WCB at the moment and i only have money for food and part of my rent and as a student 3 dollars does make a dent as that is a package of noodles that can last a week.

10660 Yonge St, R.Hill
May 25, 2017

A lady named Jessica was working at this Shoppers' post office while I waited in line to pick up a package. While waiting, my grandpa behind me made a slight cough. In response, Jessica said in a loud & unprofessional voice (directed to us and past the customer she was helping) that she was disgusted and that we should be excused. Then when I approached the counter to claim my package, she helped me with a minimum use of words and no eye contact, after being extremely friendly with the woman before me. Not sure what can be done, but I really wanted to express my discontent with the rudeness of this particular employee.

Warning. Do not buy gift cards at Shoppers 8000 Bathurst Thornhill. They sold my mom a Winner's gift card for $50.00, gave her receipt showing activation, but handed her a blank, un-activated card! she went straight to the in-store post office and mailed it to my cousin in Kitchener. Head office claims the actual, activated card was used at a Toronto Winners 3 days later, while the blank card had not even reached Kitchener! My cousin went shopping and was told the Winner's card had not been activated! My mom went to the Shoppers where she bought it, 8000 Bathurst St., was treated rudely and told she had to fax head office, which she did. When she followed up a week later, they claim the fax did not arrive, she had to fax again. Over a week later, no response, so she called them to be told they would not honour the card. I tweeted and posted on social media, Shoppers head office asked me to DM them, which gave me hope they would do the right thing and reimburse my Mom, (the victim), and investigate the employee fraud at this store. ...Update on Shopper's Drug Mart gift card fraud . Despite evidence and repeated explanations, they refuse to help my Mom or admit error. They tell me to contact Winner's ! The card was purchased at Shoppers! Winners redeemed the switched out card (probably spent by the 8000 Bathurst St Shoppers employee or their friend), so why would Winners be responsible for Shoppers employee theft? Do not buy gift cards at @ShopprsDrugMart . Employee switched the activated card for blank, head office will not honour or reimburse. #fraud please spread the word. Shoppers case # 677221

I bought a sunscreen on Tuesday 23 may 2017 . It costs me 25.75$ and he sale person she made me uncomfortable when I said I want a new one because this product is going expire soon (oct 2017) and she said no you can use this for 5 months. She didnt want me to getva new one and also the box of this product is broken and how do I know that no one never use it before she sell it to me. So my point is I want to get a new that I can use it longer because it said after you open you can use for 12 months but this thing I can use only 5 months.

Today I purchase milk at my Shoppers located in the Kings Point Mall on Main St. In Brampton.
I was shocked to find three self check outs. I went to the cashier and cashed out.
Let me tell you I will never check my self out . I will use the cashier and the day it's not there or too busy I will just drop my goods and go and purchase them elsewhere. I have always had good service, forcing my hand to check out will lose me and I hope a lot of other customers. It's my store
Remember ... people not machines
Sincerely
Fred Leonenko

I bought a apilotor for my wife as gift from west Vancouver park royal branch. I didn't know she has one already. Next day I went to return it with receipt cashier argued rudely she can't take it back I ask to talk to in charge person she phoned someone and talked foreign language and told me manager isn't available to talk to !
I was disappointedly left the store and I would never go back to your expensive shop no more. On your receipt policy doesn't say they aren't supposed to take the merchandise back. This is disappointing!

On Tuesday May 16th at 8:30pm I went to Shoppers Drug Mart to take advantage of an Optimum coupon which indicated buy one get one free on ANY nail polish from 6-9pm only. I spent about 20 minutes making a decision on the polish colours and when I attempted to use the coupon at check-out, they would not scan as buy one get one free. I was not the only one this happened to. There were 3 other people in the store at the same time and had the same issue. In the very fine print, it stated on regular priced nail polish. This was one of the most misleading forms of advertising I have ever seen. Of course, almost every nail polish was on sale at the time. I am sure this was no coincidence. Rather than wasting peoples valuable time, have your marketing people work on being more clear in their advertisements and not mislead loyal Shoppers customers. This has definitely tainted my view of the company and will now question the integrity of each coupon they sent out. It was a huge disappointment to walk out of the store without any nail polish and a waste of 30 minutes of my time, after arguing with the store manager, who could not assist in any way. Obviously, I was not the only person who felt mislead, angry and disappointed all that the same time, as there were 3 other women who were arguing the same point. The advertisement could have at least said on regular priced nail polish, in the copy on the main advertisement and not bury it into the t&c's. Perhaps run these coupon offers, when everything is not on sale, to avoid any customer confusion and disappointment.

Went to two different SDM's in Brampton to buy Pepsi on Sunday. Both stores were out of stock, and when I asked for rain cheques i was informed that they did not issue them on two day sales. I countered that nowhere was there any indication of limited quantities, or no rain cheques would be issued. I was furious with the lack of communication at the store level. Not blaming the sales associates--they were very polite but doing their jobs. So that takes me to management. That policy not only ridiculous, but insulting to buyers.
I do intend to share my adventure with all my friends because now I have even more reason to take my business to Rexall. I wonder if anyone in your organization really gives a damn about your customers.

On Wednesday, May 10 my daughter and her friend went to Shoppers in Lawson Heights, Saskatoon to find eyebrow pencil. They tried different cosmetic products. Security guard came to girls and asked if they have money to buy or just trying. Girls said they're browsing. Then security told them to buy or get out. He said if they ever come back to the store they are better to come with mom. After my daughter told me that I took her back to the store again. When guard saw me and my daughter coming inside he started to run from us. I called for the manager. She came in company with that guard. I explained her the situation and asked what is the reason my daughter was discriminated like this. The guard said people can't come in store to try products, they have to buy it. My daughter talked to me in our first language and same guard was yelling to us not to use other language than English. He told me that he will do something that my daughter never ever will be able to enter shoppers. I asked his name which he refused to give me. I asked where I can fill a complaint manager and him refused giving information to me. Isn't it a discrimination of all kinds? From what time we can't try the cosmetic product in the store? The guy who achieved 0 in his life will tell us to get out? Is it the policy if your stores?

At 7:28 at the Midtown Plaza location 201 1st Avenue South, Saskatoon, SK - I purchased what I thought to be bottle of Canada Dry & Coke Classic for what I thought to be 2 for $5.00 which is what the store tag read . . . Usually two coke products was just under $5.00. But to my surprise instead for the first time I paid $1.18 OVER the price.
So, not only is the display tag wrong, but that is false advertising.
I understand taxes, but when a display tag reads one price and the till price is another, that is just wrong. I'd expect maybe a few cents over, but not Over a dollar difference.
Now this is the first time I've ever paid more in a Shopper's Drugmart.
My query is: what are you going to do about this?

Hi there, my name Is Rachel Smith and I am submitting a complaint on how I was treated at Shoppers Drug Mart store #0761 located at 7720 Tecumseh rd east. I called to speak to the pharmacist on Sunday May 7th at about 3:30pm. I had recently received a phone call that my prescription was due and that I was out of refills. I still had some pills left at that time but knew that I needed to make an appointment with my doctor to get more refills as I have been on this medication for years. They told me on the phone that if I did not get my refills before I ran out, that the pharmacist would be able to help me out with a refill till I could see my doctor. So when I called today(May 7th) the pharmacist (she did not give me her name) was extremely rude to me. I am not very good at taking my medication due to forgetting. Not a good excuse, I know, but when I get really ill and so dizzy I can not stand I start taking them better. I also have had money issues for the last while and have not always been able to afford them. The pharmacist told me that she could not help out people who do not take their medication properly. I really do understand that policy as much as I don't like it, it is my own fault for not taking it the right way or not having the money for them. My issue is how I was treated on the phone. In that profession, they are supposed to have customer service as well as caring and empathy for the patients. I feel like I was treated like a drug addict. She said I could go to a clinic to get a refill and sounded nice for one second, but then she said bye and hung up on me. How does she know that I am not a very depressed person and that could have just put me into a downward spiral. I don't know what she might be going through and she does not know what I am going through, but I would never treat anyone like this. I got physically sick to my stomach and cried. The medication is for hot flashes because I had to have a hysterectomy at a young age. I was not for a narcotic or anything so I am really having a difficult time finding a reason for her to treat me like that not only in what she said but also in her tone. I am not able to see my doctor until the 11th. But when I do, I will be taking my business to a different pharmacy. I know that I am only one customer that you are losing but if this pharmacist continues to treat others the way she treated me, then I can foresee you losing many more customers.
Sincerely,
Rachel Smith

More than twice, I've come in after receiving rude calls about a prescription for my dog. First it apparently had been sitting there but nobody called us. Both time when I had come in the pharmacist was unable to find it. What if this was a prescription for a dying child. Or even an asthma puffer for a deathly I'll child. The pharmacy at 710 st. Anne's road. Winnipeg Manitoba is so incompetent. I waited for weeks for the call of the remaining of a prescription and then receive a ride call about it sitting. When In fact I hadn't received a call of it being in. When I go in no one can find it! Wtf! Excuse my language. But really. Imagine your sickly I'll child in this case. Would that be ok? This occurred more than once. You need a solid system in place.