Shoppers Drug Mart
Reviews and Complaints

My experience with shoppers Shop Mart Pharmacy department this afternoon (August 12th, 2016) left me with unpleasant and negative feelings about the service I received.

I dropped off my prescription on August 10th at 10am. The pharmacist on duty indicated the drugs were available and I can wait and pick it up that morning. I was in a hurry and told her that I would pick it up in a day or two and there was a confirmation that this was okay.

I arrived at the store on August 12th around 2PM. A male pharmacist on duty at Lynn Valley North Vancouver had not informed me part of my prescription was not available. I only found out by asking to review what contents were packaged in the bag and discovered only 10 out of 80 Komboglyze 2.5/1000MG were actually provided. I questioned what happened to the drug and he said the supply was not available until next Tuesday, August 16th. I asked why I was not contacted because the drug was available on August 10th and he did not clearly explain the reason as he seemed to be frustrated and provided reasons which did not make any sense to me. I would not have minded waiting a for a few more days or going back to the store one more time if the right tone was used. I was quite disturbed by his attitude which I saw as non professional. I will not consider returning to fulfill my prescriptions with your company in the future if no acceptable explanation is provided by Shoppers Drug Mart.

It is a scam! I paid $150 at Shoppers Drug Mart in Parksville, B.C. I needed a credit card that would not fail to pay for documents for a job. I had to do it ASAP or lose the job. I had to fax off a form to the government, which required a credit card number for them to process. That said, it had to work, as I would not receive any confirmation of success. The required documents would, upon payment, be sent to my employer. I received the activation code on the receipt, went home, activated it, and it was declined. It would not work at all! I was on the phone with Vanilla for an hour arguing with them. They wanted me to mail all the documents to them. NO WAY! LOSE ALL PROOF OF THE SCAM? I finally wasted the time to scan it in, then waited. Hours later it worked, but I learned that it cannot be used for many online purchases. SO I CANNOT USE IT AT ALL. I complained at Shoppers Drug Mart in Parksville today, and the cashier told me I am THE THIRD PERSON TO COMPLAIN TO HER IN THE PAST THREE WEEKS. This is a criminal scam. The RCMP should become involved. Someone at Shoppers Drug Mart should be criminally investigated for participating in fraud. DO NOT BUY IT. IF YOU DO, RETURN IT AND COMPLAIN.

I was waiting in line to pick up a parcel. The line took very long for tuesday afternoon, it was about 30 minutes when I got to the register when a rude young lady said the system is down. Are you kidding me?! I waiting so long for nothing? The didn't even apologize or tell the rest of the customers waiting in line that the system was down. That should be common sense. People have places they need to be, and should be respectful of other peoples time. Very horrible customer service here. I will be calling next time to check if their system is working before picking up my parcel.

Hello,
First I have been a customer with Shoppers for years and have not been disappointed with this relationship until July 16 when I could not find my receipt for an item I wanted to return for refund. The woman, Lizz, found my receipt dated June 06/16 indicating the 30 day policy was no longer in effect.

I wished to return Clinique lipstick, having used this product for a very long time expected no problems. It caused dryness and peeling to my lips, I did take into account: dehydration and tried alternating between another Clinique lipstick to compare, the new lipstick repeatedly caused a problem. It was over the 30 day policy by 10 days. Lizz, then chastised me for past refunds intimating that I had too many in the past; at 77 years of age I no longer keep something I have paid for when it becomes an issue to my health.
She gave me the store #824 located in the Eaton Mall, Toronto.

When I arrived with the information at this store I was told the refund was denied by Lizz and I should call her. It has not happened to me prior to this incident. I am a senior, First Nation, literate and very capable cognitively.

I now have optimum points that I wish reimbursement for and I am planning to take my pharmacy scripts to another pharmacy.

I have been a customer of the king & yonge pharmacy for eight years. I am disabled & have many medications with frequent changes.

The pharmacist there is one of the rudest people i've ever met. She denies that the pharmacy ever makes a mistake & always insists I am in the wrong. And she does this in front of other customers, rather than taking me aside.

This pharmacy is very poorly run. They frequently run out of my medications, say they will call me when they come in then don't. They always deny that they said they would call. Everyone there makes me feel like a liar.

I will be moving my business to rexall. Shame because the previous pharmacist did an excellent job & staff were wonderful. Never had any problems & received great service but no more!

Why would allow this to happen?

I was yesterday at that location, June 19 2016, at about noon time.I bought something, and I gave 10 $, and I was expecting 5& rest.The cashier insisted that I gave her only $5.She called another person and counted the money and find out that I was right.I understand that was a human error. But when I asked for something to make me happy after the store's fault, especially that I was coming from the doctor and a small intervention and wait for 20 min..The person went for the manager after 10 min. Came back telling me that the Mg. Is in a meeting, and ask for my tel.no.Never call me back .Disappointment.
The result: I will never be your customer again.At least give me back a small gift of .50 cent.and would leave with the illusion that you did something for me. AND THAT YOU HERD ME.
Popescu Anca

On june 20, 2016 I purchased a braun digital thermometer for $28.44. I opened the package and tried to use the product but it was defective. It would not beep alerting the user that a temperature was reached. On june 21, 16 hours after purchase I returned the product to the store. At that time the owner of the store told me he would not refund my money because the sealed package had been opened. For $28.44 shoppers drug mart has lost a good customer. Hard to beleive that this would be your company policy. If so you should place a sign in all your store windows stating that policy.

On 3 separate occasions I had my medications errors occur. 2 occasions I had 2 different doses in the same bottle(pantoloc 20mg and 40 mg, Codiene 15mg and 30 mg tabs) and just last week I found 2 vitamin B12 pills in my Tylenol 3 bottle. The first time I complained they switched the Pantoloc tabs for the right dose. The second time due to being a narcotic I stated to the Owner of the Pharmacy that something needed to be done. She stated all the staff would be re-educated on this error and that a medication error form would be completed. I tried speaking with the Owner this most recent occurrence she was not there and would not be for 1-2 weeks and the staff would not give me a way to contact her. I was told by her to bring my concerns directly to her. I spoke with the pharmacist that was there the day I complained and she gave me yet another excuse. I am a nurse and if I was to make these errors I could loose my license. As well as I noticed the errors due to the fact I am a nurse and if these errors are happening to me so frequently I am concerned for people who are not familiar with the medications and trust that they are getting the correct medication. I have thought many times about switching Pharmacy's but I live in a small town and the only reason why I have stayed with Shoppers is due to their hours of operation.

I went into the Shopper Drug Mart on 879 Marine Drive in North Vancouver, BC to return two sets of the products (Electronic Nail Care System Pedicure) that I was not satisfied.

I was not sure if I could return them as both items - one package was open, and one without package. So I called customer service at this number [protected] and explained my situation about the package missing as well. I was told that I could return them with receipt.

I went to this location 879 Marine Drive in North Vancouver on Sunday June 12, 2016 at 12:30 pm., the supervisor named "Alex" informed me that he would refund the one with package but not the one without package. I explained to him about my conversation with customer service on the phone who told me I could return it but he said it's like an opened box pizza that no one knew where it came from. I showed him the receipt which clearly show the two sets were bought on the same day in same receipt. He carelessly told me " sorry, I am not gonna take it. You can come back tomorrow to talk to the front manager" and he walked away!

I was absolutely stunned with the way he handled this simple transaction. I could see that the other staff who assisted me earlier felt sorry about his action to me as well but nothing she could do because he was her supervisor. I was really disappointed by this service of Shopper Drug Mart!

Today, June 5th 2016, I went in to the store to take photo for Canada visa. I clearly informed her I need the photo for Canada Visa application. 5 mins after, I received two photos. I asked the employee for digital copy. But she told me "we don't do digital copy. Next time say what you need beforehand." But there is no sign or note that clarifies it. So I told her I only need digital copy. she answered that "you only need this for Canadian passport." and asked me to go scan it yourself. Firstly, the photo is for Canadian visa and I'm not sure if she understood what i asked for. Secondly, there is no note online or instore saying they only offer physical copy. So is the passport photo service only for Canadian citizens?

I was at shoppers today June 4th buying milk. The price tag says (I have a copy of the tag) 1.46 for Neilson Milk 1% pouch 4L. Price freeze 1.46 until June 23. When I paid the manager instructed the cashier to change the price, not honouring the price. He said that it is only for expiring milk. He forgot to change the price in the system and remove the tag. I was very upset. Nothing was mention on the price tag. Whatever I said he would not honour the price. This is extremely unacceptable. I have bought something in T&T and they forgot to remove the sale price and they houunoured the price for ALL the items I bought. There were around 15. I have been shopping in shoppers so many times and this is the worst experience. You do not have the most competitive price but I like going there with my daughter because of the environment. The manager's name is Nazir M. I have encountered with him many times and he doesn't seem to be a nice person. Please look into that. There were few staff that were very nice and helpful but they are all gone since he came. I want this to be resolved.

Yesterday, June 1st 2016 around 2:30pm I went into the store to buy a few items and when I went up to the cash register(only one was open) there were two employees (older females) having a personal conversation. One was behind the counter and one was standing right where you place you items. When they saw me coming they both looked at me and then continued their conversation. I stood there for about a minute before they finished and the one not working the till finally walked away saying that she was going on here break. The girl working the cash didn't say hi to me or anything, just scanned my items and then said the total. I paid her and then she tossed my receipt at me and then didn't say anything else. She was so rude to me as if it was such an inconvenience to her that I was buying something and interrupted their conversation.

This happened in september of last year 2015 client no. 583-031
I'm very angry at shoppers drug mart on 13th and granville in vancouver bc and who is the owner of shoppers drug mart? This store was no help at all concerning a customer this is no way to do business at all what business are you in? one of his products gave him 3rd degree burns with only a lousy $50 dollar gift card to compensate. That is poorly managed.

This has happened to me twice at Shoppers Drug Mart locations on Lacewood Drive and Joseph Howe Drive in Halifax, Nova Scotia. The person at the checkout counter put in a "Senior's Discount" assuming that I was over 55 years old. The problem is that neither am I over 55 nor do I look over 55! It is very demeaning and insulting to me. The staff don't even have the basic sensitivity in such issues. If I was a senior, it would be my prerogative to ask for the discount. The staff should not be making a judgement by looking at me. I am extremely dissatisfied with this behaviour and they have made me feel very uncomfortable in stepping into their store again. I would like to know how to take this issue forward either with an ombudsman or as a Human Rights complaint

The pharmacist on duty on May 26 while I was trying to redo my prescriptions on the phone decided to swear at me" I 'm not taking your God Dam Attitude" and hung up. I then got dressed and went over there. With the supervisor Jenny approached him. He then said the God dam was not swearing. So I then said so you don't think those words are swearing and he said no. At no time did he even think of apologizing . I feel this may very well be the second time he has done this to me.
Upon leaving the store I was approached by a woman who told me and gave me instructions to place a complaint because her Mother who was very ill was also treated to this verbal abuse by this same staff.
It is time that he is disciplined.
I need to know that he is going to be dealt with in a proper manner and no longer going to verbally abuse anybody.

Went to fill a prescription for Clonazepam and both the pharmacist and pharmacist assistant were extremely rude to me and made me wait while they continued to put stock away when they saw me standing there. They both asked me for ID about three times before I paid. The pharmacist was also very loud and spoke about my prescription loud enough for a person in the background to hear. She began asking me how I got to prescription for this medication and asked me to take her phone number down to "do business" and then harassed me outside of the store. The pharmacy people must learn how to keep medical information confidential so that it does not end up in threatening situations like this! Beyond unimpressed.

Saw item in clearance originally costing $40.It was reduced to $ 3.99.I inquired from employee about price being correct.I was told it was priced to clear.At cash desk it was scanned as $23.99.I pointed out price but rude cashier dismissed the stamped cost saying it's a mistake.Typically stores honour the price printed and make changes if there is a problem but this lady was rude and disrespectful in even having dialogue.I asked for manager and she refused saying she is the supervisor but refused to give me a name saying she did not have to tell me her name or resolve anything.She tried telling me a "2" was printed in front of the 3.99 but that was a blatant lie.If the customer service is this horrid at 4000 Vaughn I will give my money to Wal-Mart instead...Shoppers in Ajax Westney is superb compared to this rude encounter .Hanny was her name apparently. Disgusting woman !

April 30/16
My senior mother and myself stopped at the Shoppers Drug Mart in Wellington St Plaza in Barrie.
My mom who is 75 picked up a box of Tassimo coffee. The price directly under the item said $21.99 .When she got to the till it rang in at $27.99. The cashier was young and very nice to my mom and myself. She called what I thought was a price checker who went with me to look at the price. She was very rude and said that price is for the item four shelves up and that it says in small print ( one would need a magnifying glass to read ) that it was for the item on the fourth shelf. This was on the bottom shelf .. So I was a little confused. When I asked where the price was for the Tassimo coffee she didn't know. and didn't bother to move the $21.99 price tag to the fourth shelf with the respective item . She walked away . We waited at the till to see if the manager would honor the $21.99. The price checker aka the manager came back . Nodded her head no and walked away . She was so rude and did not even bother to make eye contact. Online shopping is gaining in popularity due to having to interact with people who have 0 social skills . This manager missed an awesome opportunity to teach her staff how to provide good customer service . Way to go Shoppers

Client [protected]
2016-03-09 Filled a prescription for and was billed $33.86.
Submitted bill to my Insurance.
Was informed that my Insurance paid Shoppers $28.86 on 2016-03-09 on a total bill of $35.85 .
As my Insurance had covered 80%, I should have been billed $7.17.
They owe me $26.69, although they disagree.
They had also submitted my prescription to my wife's Insurance for payment and were informed I had $33.86 remaining on the deductible. As you can see they used this amount on my bill. But they can't or don't want
to see it.
I don't expect a refund, but venting helps. I'm certain this problem will not happen again as I have moved my prescriptions to Walmart

Thank you for your time,

BV Evans (Vic)

2016/04/13
I needed to get my asthma medicine filled because I ran out and needed to take it. I went to the Shoppers drug store and I brought the wrong drug card to the pharmacy for a refill that I needed for my asthma medicine around 4 pm. I was told by the worker to bring in or call in when you receive the card. I called in around 5 pm to have my prescription dropped off at my home since I have the correct card. Driver arrived with my prescription and received my card around 5:30 pm and said that he needed to have this put into the computer first. He left with my prescription. I called the pharmacy immediately to inform them that the driver did not leave me with my prescription. I was told that this is the pharmacies policy. I waited until 7 pm and called the pharmacy to find out what was happening. I was informed that the driver came to my apartment at 6 pm and I was not home. I informed the person on the phone that I never left my home, I have been waiting all this time for my prescription. I was informed that it would cost me $5.00 to have my prescription delivered and that was their policy. I was so upset that I told them to forget it and I would pick it up myself. I finally got home at 8:45 pm with my medication that I started at 4 pm to get. I cannot believe that the policy is like this that they are not to call the customers to let them know what is happening. I was informed that my medication was brought back to the pharmacy at 6:05 pm and I never had a phone call to let me know. I found out at 7 pm when I called. I was without my medication all day till I got to the store around 7:30 pm having to fight my asthma till I received my medication. If this is the way that your policy is that your customer are not being told about what is happening with a phone call, I believe that you need to change your policy, since this is terrible customer services.