Shoppers Drug Mart
Reviews and Complaints

I called to re-fill a prescription on my antidepressants and was told my prescription was filled and picked up the week prior. I explained that I didn't pick up anything recently and the pharmacy said well someone picked it up, check around? There isn't anyone who would pick up my prescription. I then explained well I received a voice message explaining our system sees you're ready for a new prescription but I didn't confirm this new prescription or picked up anything. The pharmacist then said she could re-process this request but can't guarantee it'll be covered and that she can only see what her computer is telling her. I'm not sure where the gap is, I didn't pick up a prescription and being told it was already picked up and there's nothing that can be done about this is extremely frustrating. I then asked to talk to her manager which she refused and said she is the pharmacy manager.. well then why doesn't she know how her system works is this a common issue other people experience? Why was she so hostile and accusing me to look around for my prescription?

I called in my prescription in monday april 10, 2017 11:31 exactly they said my script would be ready at 5. I went at 5:30 the lineup was ridiculous.. I waited an hour to get to the cash to find out its not even ready.. Unreal then the give me a buzzer and its been 30 minutes i'm still waiting.. My blood boils to spend that much time and leaving without my medicine.. I asked my boyfriend to pick it up today which is the 11... So I work 12 hour shifts and I come home and open the bag of my medication to find out that the only filled out one of them.. So then I try calling the pharmacy and i'm put on hold for over 15 minutes and thats at 9:45 pm, so I decided to drive over with the phone still on hold... When I get to the pharmacy I can hear the phone ringing so I asked them if they where going to answer my call. There was no line up and I asked why my script wasn't given when it was picked up today,, the pharmacist said we had tom order it, now do u think u should have put a damn memo on my script and they should have called or offered a delivery.. But strangely this isn't the first time this happened the service the common sense of letting the customer know that its on order.. Call me I was in bed ready to take my medication for my glaucoma to find out I couldn't... I spent almost 3 hours in 2 days waiting on a script.. I asked her if they where short staff.. Customer service makes a business run, my script was ready yet and they still charged me after all this back and forth.. I'm so very disappointed with service at 227 algonquin blvd west timings on... I'm so upset I cried all the way home, i'm tired of getting # service, I pay good money for bad service..
My name is debbie chaban [protected] [protected]@hotmail.com
The pharmacy need to contact the customers if they don't have the medication also they need to get more help..
Im so upset with this company. Its disgusting

I went there on April 6 2017 at 602 pm
I went back to the pharmacy n got my prisciption as I asked for my prescription I put my 50 dollar gift card n my opitmim card beside eachother.she took my gift card n thn asked for 22.61 more. I went to give n she's said it was too late. So I missed out on my points. She said Nothing she could do about it. It seemed like she didn't care. So I left

While visiting my local shoppers today (with my 4 kids) my 7 year old son accidently knocked a bottle of laundry detergent to the floor in one of the aisles and upon hitting the floor the container cracked along the bottom spilling some of the liquid out. I was unable to clean the mess myself because I was carrying my infant daughter in my arms. I went to find a customer service rep to help me and when I was waiting for someone to assist a shoppers team member came to the aisle with the spill and then very sturnly said to me "are you kidding me?". She then proceeded to take the broken bottle to the cashier and told her that the product was to be charged to my bill. When I got to the check out with my things the cashier informed me of the addition on my bill. I asked to speak with the lady that cleaned up the mess so that I could take the container home with me (if I was to pay for it, I may as well get to keep the product, right?!) but they would not call her back to the till. I then asked to speak with the manager and they told me I was unable to do so. I refused to pay for the detergent and I walked out of the store. The women that I interacted with were so unbelievably rude that I left the store with my 4 kids in tow crying my eyes out. I will never again visit this location. What a joke of a customer service team.

I did go to shoppers at shoppers world mall in Victoria park and Danforth ave. I needed a medication that was necessary for my Asthma. it was 1:15p.m. Friday April 7, 2017. the pharmacist told me that it will take an hour for the medication to get ready. I told him it is just one medication and I live in Keswick and I can not wait this long. he said this is normal time waiting for medication processing.
I left the pharmacy without my medication and I really needed. what can I say this is not a professional way to handle such situation. My postal code is L9N 1J7 if you need to contact me.

To whom it may concern,

I am writing this email to report a troubling incident I had at your store #1055 at New St. & Appleby Line in Burlington on Monday April 3rd around 7:30pm. I visited the store to fill my ongoing prescription that I get monthly and take daily. I was out of refills, so on Thursday, March 30th the pharmacy team faxed my doctor for it upon my request.
When I visited the store on Monday evening (April 3rd) to pick up the prescription, the pharmacist on duty at the time “Haresh” told me that I was irresponsible for not having refills on my prescription from my doctor. Haresh called me irresponsible multiple times in our conversation that evening.

At the time of my visit on April 3rd, my doctor had not yet gotten back to the pharmacy about my refill. I understand this is in no way the fault of the pharmacy staff. In the past, on the rare occasion I have found myself in this situation where the doctor has not answered back after a few days, the pharmacy has kindly forwarded me some medication so I do not go without. Once the doctor approves the refill, the pharmacy has adjusted the difference in refills to make up for what they have forwarded me. This has always been a service I have received from this particular Shoppers Drug Mart and others I have dealt with in the past.

My experience on Monday night was like no other I have ever been through. I was humiliated by Haresh! He called me irresponsible in front of other customers and staff. He further belittled me by reprimanding me for not having refills already in place. This was shocking to me, as I know from my past experience only days earlier that faxing or calling a patient’s doctor is a service Shoppers Drug Mart offers to its customers.

After Haresh was done belittling me, he gave me a pager and dismissed me to go sit down and wait while they fill my one month supply of medication. Once it was ready, I was paged over to the counter to pay. When I approached the counter, Haresh continued to tell me how irresponsible I was in front of all the pharmacy staff and other customers once again. I have had bad customer service in the past, and typically accept it as someone having a “bad day”. The only reason I chose to write this email was Haresh’s next action. At this point in my experience, Haresh decided it was his right to criticize me, still in front of the staff and employees for how many Doctors I have on file and argued that I was “all over the place with my doctors” and called me irresponsible again! It was only then that I spoke up and told Haresh that I did not like the way he was speaking to me. He responded by saying “If you don’t like the way I’m speaking to you? Fine, NO prescription.” and took my prescription back, the prescription i need to take on a daily basis. I asked him if he could even do this, and he told me to “take it up with your doctor, not my problem”.

I left the store beside myself. I was sickened by being belittled and humiliated. I was in complete shock! Not only did I not get the prescription that was filled for me, I was lectured by a pharmacist who felt it was his place to overstep his professional boundaries, and make my personal business the business of whoever decided to be in the store this evening. He had absolutely NO right to speak to me this way. It is not this pharmacists business on how many doctors I have. I went in for a service that Shoppers Drug Mart offers and was refused my medication based on this particular pharmacist’s personal opinion.

I returned home and told my husband about my ordeal. My husband called the store to speak to Haresh immediately to try and get this rectified. During the conversation between Haresh and my Husband, Haresh admitted to refusing me my prescription due to me being irresponsible, continuing to insult me with no remorse. After further conversation, he said I could come back in 15 minutes to get the prescription.
My husband is on crutches after having major surgery last week, and therefore cannot drive. My 2 young children were asleep in bed. After the events at the store this evening, I had no interest in returning to the store at that time, nor do I have any intention to return to this store again. Your pharmacist had so embarrassed me that I had to arrange for my mother-in-law to watch the children while I drove my husband, on his crutches to the pharmacy to get my prescription. If you would like to better understand the struggle this involved for him, feel free to review your security footage.
The way I was treated at this Shoppers Drug Mart Monday evening was deplorable. It is a shame to have an employee like Haresh representing your brand, as I have had so many positive experiences at Shoppers Drug Mart, and will continue on as a customer at a different location. I am still taken back at how this could be considered acceptable. I did not know this was something a pharmacist could do. I feel violated by Haresh after he felt it was his right to betray the trust I have that my confidential information is safe with your pharmacists, when in fact this information can be used to humiliate me at their whim.

All of mine and my family’s prescriptions will be moved out of this Shoppers Drug Mart as I will take my business to a new pharmacy that I hope to show more professionalism than I was shown at this location.

I don't normally make these kinds of complaints, however I have complaint about the manager (Ashley) at the evanston, calgary, ab shoppers drug mart! That woman has no managerial skills at all and has a horrible and abrupt attitude when you ask her a question about a product!.. Hopefully something can be done about this. Also the employee turnover is ridiculous... She might be the reason for the turnover! This is the pathetic lack of responsibility response I received from ashley at shoppers drugmart! I encourage anyone to shop elsewhere... As my experience does not seem unique to how shoppers drugmart handles customer complaints.

I had to go to Urgent Care on the Family Day Holiday. When I was done, I was given 2 prescriptions to be filled. Because it was a holiday & we were at the opposite end of town, we looked up the closest open pharmacy nearest to the Urgent care. It was the Shoppers at 1 King Street East in Hamilton. When we arrived, we sent straight to the pharmacy, we were the only patrons in the store, I gave the pharmacist my prescriptions, his response is we're closing in 10 minutes, obviously I knew this as I had looked it up. Then he asks if I can pay the amount since my insurance information is at my home branch, I tell him it isn't a problem as I know I can be reimbursed. He fills the 2 prescriptions, hands them to me & tells me to pay at the front. At no point does he ask if I have any allergies, or does he give me absolutely any information about how to take the medication, whether it be on an empty stomach, or with food, etc. I was very disappointed in the service I received at this location. I have never had any issues at my own branch which is at Main & Sherman. I realize that only certain stores are open on holidays, but if the store hours are 11 to 5, then that is when you should be serving your customers. I know because I work in retail as well. And we did the store before 5pm.

Shoppers Drug Mart - 485 Grand Ave W, Chatham, ON N7L 1C5

I have been having huge issues with this pharmacy to the point of wanting to take my business elsewhere. They have to be one of the worst pharmacies out there! I ask for a prescription to be delivered and nothing comes. I call the next day and they say "Oh, it was too early, sorry." Maybe call the individual to let them know so they don't spend all day wasting their time waiting. Shoppers seems to have lost their quality in customer service. I've had all the staff treat me as if I'm a drug addict. I'm 25 years old and I've had fibromyalgia for 3 years, I'm sorry I'm on a lot of pain medication. If I even make a call to have my medication delivered I'm treated like I'm bothering them. I will be switching pharmacies for sure because Shoppers customer service and reliability has gone down the tube.

I don't normally make these kinds of complaints, however I have complaint about the manager (ASHLEY ) at the Evanston Shoppers Drug Mart! That woman has no managerial skills at all and has a horrible and abrupt attitude when you ask her a question about a product!..Hopefully something can be done about this. Also the employee turnover is ridiculous ... She might be the reason for the turnover! This is the pathetic lack of responsibility response I received from Ashley at Shoppers Drugmart! I encourage anyone to shop elsewhere...as my experience does not seem unique to how Shoppers Drugmart handles customer complaints.

I been just out from hospital on April 2 after major abdominal surgery .After seeing bounty paper rolls on sale in flyer 6=8 for $5.99 decide to call Glenmore store in Kelowna BC on Kane St. on April 4 to make sure they have the product .I ask them if product is available and they comfirm 3 left, I told them reason I calling is to make sure they have exact product there, so no waste of time gas and extra pain to drive there, and told me 3 packages will be on hold for me, ok 10 minutes I, m on my way.But surprise, that was not exact product 6=8 rolls but just bounty 6 rolls for $9.99 and Jim and Carolline told me there is nothing they could do for me.Wrong they did something to me waste my time, gas, and free pain in my abdomenal area.Planing to call head office in Toronto, this kind of customer service is not acceptable.My Name is Mladen Tomic 2333 Sillver Pl. Kelowna v1v 1 m9 tel: [protected]. Optimum [protected]

So I went to cash in a cheque at the shopper's post office and then was told that I could not cash it in because they didn't have enough money, but I had called 2 hours earlier and they told me that they had enough. The cheque is 100$. The lady at the post office was being very rude and inconsiderate. Then, she called a supervisor. He took a very long time to pay attention to us, and then when the post office lady called his name again, he glanced at us for one second then walked away. She then told us to go up to him. When we went up to the front store cashier, we saw him just chit chatting leaning on the counter with the cashier. Very unprofessional service. Disappointed.

I received as a gift for my birthday (april 2). a facial product named zeno. it was purchased feb.17, 2017 by my mother . it was on sale at the time for $12.00 regular $47.00. she purchased it then because it was on sale, knowing my birthday was .coming, and it wouldnt be on sale by then. this product worked once, then stopped working .i replaced the batteries and it worked again then stopped. i returned it back to your Beamsville store, where it was purchased and was told there is a 30 day policy . i told them how it was given to me two days ago.the nice girl said sorry the manager says no. i would appreciate very much to hear your responce to this matter, hoping it does not happen to other honest and loyal patrons.i have never had a problem with Shoppers Drug Mart before, as i had always enjoyed shopping there i will be thinking twice before i ever go back. i was a loyal customer Patricia A Post

I redeemed 95, 000 points that I had been saving up for over a year. However, the sales lady told me what I could spend based on my Total not sub-total. Therefore, I got home and realized I had more than $20 of products I could still have gotten free.
When I drove all the way back after speaking the manager, I was told to come back the next day as their main service centre was closed I refused. So eventually (30 minutes later) they did fix the problem. I was offered nothing - no free samples nothing besides a basic "I'm sorry" despite it taking 45 minutes for me to return and do all this.

This is the second time a says person at the same store has messed up an order. Last time I was given a Clinique sample instead of the acne cream I bought. Same thing - had to waste my time going back. Once is a mistake, twice is just incompetence.

The salespeople, like Meleeka, need to be better trained and knowledgeable. The manager Shea, needs to be retrained etc. on how to deal with customers when it is THEIR mistake and leave customers feeling happy and wanting to return.

I am strongly considering to buying my products and makeup from Sephora using their bonus points program instead of Shoppers as I currently do.

I visited Shoppers Drugmart at Robson and Burrard. When I walked in the store, nobody assited me and I had to approach one of the ladies who works there. When I mentioned that I needed to exchange an item the sale associate passed me to another person, who is the assistant manager named Jill. So, Jill said she couldn't help me and told me to wait for her manager. I waited an hour in the store and nobody helped me and wasted my time. The store manager, Tony, did not even show up his face and just passed on the message to Jill. When I waited for an hour, Jill assumed that somebody else was helping me and she just walks around the store while I was waiting in the store counter for an hour. What a horrible service and did not resolve the situation I had. All I asked is to do an exchange or even a return. Jill knew I needed assistance but she said she was in the back room and thought I left the store. How will you know I left the store if I'm in the store in front counter and she's in the back room.

I had multiple prescriptions called into the pharmacy. The first one almost 6 months ago I had some trouble with the pharmacy staff but just ignored it because they seemed busy. My second experience a few days ago, the staff was extremely unorganized, I sat waiting for 25 minutes for them to put a sticker on the box when I already called and they assured me it would be ready. After waiting and paying I explained what the medication was for and and much I needed just so they could understand my prescriptions and saying I would need them to make sure in a week they have more as they have to order the medication (which they should realize) and I would need more than one box as it only lasts a week and I explained I would be gone for two so two boxes would need to be ordered. And I repeated this multiple times. So Today when my partner went in to pick up my medication I called first and they confirmed there was two boxes ready for pick up. When my boyfriend got there there was only one box, but he didn't know as I was;t there so he left. I called the pharmacy to address them, as this is getting ridiculous. The women didn't understand what I was saying and then said she needed to put me on hold. I was on hold for almost 15 minutes and she finally came back saying they don't have it and tried to say I already have 2 weeks when I have one week (the stuff my boyfriend picked up) and the rest of the box I have that will be done in a couple days. I then get extremely upset as they have to order it and I will be gone before the order comes and that was the whole reason I called multiple times and this morning to make sure non of this would of happened. She then put me on hold again. The another lady answered, asked "what my problem is", and that is when I absolutely lost it. As I knew things had to be ordered and my prescription was confusing that is why I have called and called to make sure everything was lined up and ready. In my experience this is the most disorganized shoppers pharmacy I've ever been to. I am not a judgmental or racist person but there needs to be in place someone who has english as their first language working. Not only did I barley understand any of them and they were quite rude dealing with my case they were also very short and disrespectful to two elderly people and a young teenager in front of me. I had to end the conversation saying I am getting my prescription transferred to a new pharmacy because the costumer service was awful and the actual knowledge of the products was horrendous. I will not be going back to that shoppers ever again so I don't need to see them again, the quality of customer service was that bad. The shoppers address is 1221 Weber Street Kitchener ON, Canada N2A1C2

Today, I went in to one of your stores, and there were long line ups, which I never mind. There were a few ppl ahead of me at the till, and the cashier was kind and nice to each and everyone. When I got to the till, the lady told me, "today is Senior Citizen day...does this apply to you?"

I was shocked, since I am 40 yrs old, and in no way, resemble a 55+ Customer. I was insulted, and had to ask her, "do I really look like someone in my 50's?" in which she replied, "I wouldn't know, that is why I am asking everyone, "

Which also, I found a surprise, because she hadn't asked anyone before me in the line up, and now her standing in front of me, who clearly was in her 40's and should know better, was now pretending to be coy. Someone in her age category, should know, that she was being completely rude, had lied to my face, and when I was walking away after refusing to buy anything at that time, started to talking to the other cashier and were making jokes about how old I looked. Completely disgusted that someone would treat me like that! I have been a long time customer of your store and have never had a bad thing to say about it until today!
I can't believe you would have someone working for your store that treats its customers so flippantly and with no regards to their feelings.

I was so angry, I left...with your Customer Service Cashiers laughing at me.

When I got home, I returned to the store, to talk to the Manager, to explain what this lady had said. Of course to no avail, since he was surprised they had these things- and I left again.

Every Holiday, I am always in your Store and buying gifts for family members, and I don't expect anything back, but some respect would be nice!

[protected]@gmail.com - Marilyn

Hello,

I redeemed 95, 000 on Feb 27 2017, I redeemed because of the hacking issue that Shoppers had and I didn't want to risk loosing my points. I purchased a facial cleanser with points and found out shortly after that my skin was reacting to the cleanser. I was unable to make a visit to the store as I am receiving chemotherapy for breast cancer so on Mar 29 2017 I made a visit to my local shoppers drug mart to Exchange the cleanser (I did not have the receipt). I was told that since the purchase was made from a different location I would have to go to that location and they would be able to make the exchange. The assured me that even though it was just 2 days past the 30 day period, the store would be able to view my redemption purchased from Feb 27 and would be able to process the exchange for me. When I arrived at the location in Vaughan Mills I found that the staff was quite rude and insisted that because I was outside of the 30 period that they would not process the exchange. I was very disappointed at the unwillingness to process the exchange. Not only was I out a cleanser but now I have invested an entire afternoon and gas, making a trip a store that was not helpful. I left my bottle of cleanser for your staff to throw out as it is no use to me now. Very disappointed with the customer service.

Called customer service to file a complaint about staff training and after waiting the customer service they were quick to hang up after not being able to do anything after talking to store manager. Was quick to hang up on me. I have long term memory due to a brain injury and can not remember the days events but recall them after they are long term memory like weeks after so its best to write things down and do them before the days over I have to say worst training I have seen for your employees not impressed but i only go because you have good deals

I ordered meds on March 17, to be transferred from your Shoppers Murrayville location to this store. The pharmacist I spoke to, Elaine, seemed very unsure, so I even called back later in the day to ensure the transfer and was ensured all was fine. I then came to the Aldergrove pharmacy where I had ordered to pick up my meds, and the transfer was never done. The staff then asked me to come back. After returning home, I got a call from the pharmacy stating they didn't have my medicine on their shelves and I had to pick them up the following day. I couldn't make it the next ended up going back into the store the following Wednesday, the 22nd, and to my surprise - the medicine was still not prepared! The staff then asked me to wait 20 minutes for them to prepare it and I finally said how unacceptable this was. The UBC student Elaine was there again and she was awful. She had no explanation, looked for no assistance and didn't seem to care very much either. Her customer service skills are extremely lacking and she will be the reason I am no longer picking up my meds from this location, despite it being RIGHT beside my home. I asked the pharmacist to transfer all current medications back to the Murrayville location, as it is out of my way, but their staff is amazing.

I am beside my self with the lack of responsibility this store maintained regarding my medicines, especially when they are working in such a time sensitive job.

I look forward to a response regarding the staff at the Aldergrove Pharmacy.