Shoppers Drug Mart
Reviews and Complaints

At checkout the cashier took off 2 x $2 coupons from Milk I purchased that was expiring in 3 days. She was only going to use 1 x $2 coupon as she said they never put 2 on any product. I had to show her there was another milk with 2 x $2 coupons in order to get the redemption. I asked her if she thought I put an extra sticker on the milk and she said "YES". Yet she wasn't going to say anything and just deduct $2 until I advised her there were 2 x $2 coupons. It caused a line up at the register as it took about 10 mins to call a supervisor to approve it also. I was embarrased that I was accused of adding extra coupon to the milk and that she was not going to ask me about it and only deduct 1 of them unless I said something.

I just went into shoppers and I was ringing my items into the self scan and I rang in my groceries .And went to pay and an ignorant staff member came over and asked if I rang everything in , I said this yes ,I did , and he says there is stuff you haven’t paid for , it would actually help if he had of let me finish my transaction before I was finished , I was paying separately for my anti aging products but he just assumed I was not going to pay , the staff is ignorant , I was not even finished and he has no right to come over to me at all , why was he and another staff member both standing by there watching me , tha is so rude they focused on me and only me I wanna know why the staff at the shoppers drug mart judges people I suppose by how they are dressed .I am assuming it’s because I was in my pjs well I didn’t have to work today so why the [censored] would I care …But apparently they do , anyway I find it very discriminating and I would like something done about him …He should not be working in customer service if he won’t let customer finish transactions before assuming they are not going to pay

My wife had a brain surgery in Dec and has been on a prescription blood thinner medication since then. A few weeks before her current medicine is about to be used up, her surgeon sent a prescription to the Shopper's Drug Mart pharmacy on 6040 Glen Erin Dr, Mississauga, ON, L5N 3M4. She informed the pharmacy on Mar 16th that, she would run out of medicine and will need a refill on Mar 20th.

10 March 20th, when we went to the pharmacy, they said that they have a system problem and getting system error when trying to fill her prescription. She needed, I believe 30 or 60 days of pills, but since they couldn't use their system, they gave her only 6 days of pill. She needs to continue to this medicine due to criticality of her surgery. My wife will run of her medicine BRILINTA in 5 days and Shopper's can't fix their system issue despite the fact that they make millions (if not billons) of dollars profit every year. Please help by escalating this issue asap so that my wife can have the full prescription refilled within the next few days before she runs out of pills. Thanks and best regards.

Yuksel Camas

[protected]

[protected]@gmail.com

On March 16, 2023, and this is not the only instance by the way. It has happened already 3 times prior to the one last night.

I call in a prescription refill at the beginning of the week and they tell me that it will be ready on Thursday. When I arrive on Thursday, at the counter, I am told that one of the prescriptions is not available. That's it. What am I suppose to do for my meds. The rep tells me to see the pharmacist. He comes to the counter, and is very rude, talks to you in a condescending manner. We dont have the medication, and that is all he says. No explanation. What am I suppose to do ? I then say to him, and then he says well no one has it. The entire country has a shortage of this medication. I can call your doctor and see if we can give you a substitute. Now this is blood pressure medication and he just puts it plainly, that they dont have it. What is the customer suppose to do. They do not help you in any way. And why do I have to find this out when I go to pick up the meds. They had an entire week to call me to rectify this situation. Not the day of pick up. It is very frustrating. and not only is the pharmacist rude, but his entire staff.

Going to the pharmacy and I'm disgusted with the appearance. its like there is no proper management. the counters are a mess and absolutely filthy, prescriptions all over the place, drug orders scattered all over the place. there is no organization there whatsoever. Not to mention food in the pharmacy. I'm sure if head office came in and did an inspection, they would be appalled and furious! I strongly suggest that they come in and inspect the work flow and appearance thoroughly and where things are being placed. the uniforms should be clean and not stained so noticeably. and when calling in, it takes forever for someone to actually answer then phone. this is not proper management of a pharmacy and especially an establishment that is all about health. I used to like going there, not anymore. It's an absolute dump going there now. Numerous people that I know have switched pharmacies from there because of things. The staff are very nice but they need an actual manager in the pharmacy to manage not just the associate.

On Wednesday, March 8, 2023 at approximately 5:15 I entered shoppers with the sole objective of returning unused items I purchased the previous evening.

Nearing the till, I noticed it unattended, but had observed the cashier near by a few isles back working on stock. He was the same cashier I had the night before and was accustomed to interacting with almost every time I shopped at this location (approx once a week) for the last 7 years. At this point I would like to note that multiple people whose opinions I trust had voiced complaints about said cashier, but I always came to his defence saying I’d never experienced anything close to that. I will no longer ever defend him, nor at this point shop at this location ever again. Which will complicate my life as it is one of the only locations to sell bag tags.

Our interaction:

Once he got to the till I explained that I would like to return the items I purchased, provided the receipt and product. To start, he couldn’t get the barcode to work and made me read the numbers out loud to him interrupting and not listening as I did so it took twice as long as it should. Once the receipt was pulled he exclaimed “that’s a lot of money” just over 130 dollars. He opened the till and said he didn’t have enough. As a service worker myself, and knowing how often people use cards I was understanding and offered it to be put on my debit. He couldn’t get that to work and refused to call for help. He insisted I get a gift card and that “money is money.” I politely said that while money is money I didn’t not want a gift card.

At this point he very huffily said I was being difficult, made me sign the receipt and told me to walk around the store for 10 minutes. I assumed that he requested this time to speak with a manager and work on the problem at hand. However, after walking around for almost the full 10 minutes I ventured closer to the cash and saw he was back stocking shelves.

At this point, I approached him apologizing, and asking him if I had misunderstood as to why I was walking around. His response was that I was walking around waiting for other customers to pay in cash so he could give me a cash return. I told him that, that was not my understanding and I wouldn’t have agreed to it as I have child at home and an allotted time for errands and that what he was saying could take 45 minutes or anytime. He repeated that he had said 10 minutes (at which point I said it had been 10 minutes already and that he can’t guarantee a time). He just repeated that the scenario was my fault and that I hadn’t listened to what he said and continued to stick shelves.

At this point I realized he was unwilling to help me and asked to just have the item back to return at a later date or to a different location (still trying to be understanding I said it was my bad for coming earlier in the day and that maybe there would be more cash on hand closer to close) he again said I was difficult and couldn’t make up my mind. He couldn’t figure out how to return a returned item and so I finally said I would just take a gift card because at this point I just wanted to go home. He called me ridiculous and said no waving 40 dollars at me like I had asked for cash again.

So, and this is what upset me most. He finally picks up the phone for a manager has her come out and asks her to bring out the cash he needed in order to give me my return. She says yes and returns with the cash. I’m notably crying at this point (quietly as I’m already so embarrassed) he starts to count it and I trying to stay calm, ask him why I was told I was ridiculous and difficult, and made to walk around the store, when he could have asked the manager to bring the cash the entire time. He then proceeded to yell at me and say I was lying and difficult and then dramatically acted like he couldn’t count so she had to count for him. Then proceeded to interrupt her while counting multiple times and argue about whether the 2 40s he had in his till were to be counted or not.

Finally the money was handed to me without a worded or apology.

I left, and sat in my car sobbing after being there for over a half hour.

Once I got home and calmed down I called the store to place a complaint all the manager (who was male and not the girl manager who brought the cash) said was that he was sorry and would hear the cashiers side of the story. He did not take my contact information which I offered and basically shrugged off the fact that I would not be shopping there anymore.

February 17,2023 I called the Shoppers Drug Mart at 199 Wentworth in Lake Vista plaza to have a prescription filled. I spoke with Jorden , I explained that I needed to have the prescription cut according to the Doctors recommendations on the bottle 1 1/2 tablet in the morning and a full tablet at bedtime. He assured me he could do it and for me to come and pick it up later that night. I did receive the alert on my phone that the medication was ready. I did not go up to get it the the next day. February 18,2023. I picked the medication up and the pills had not been cut. Spoke with the pharmacist, she at first asked me why can’t you cut them and I told her the doctor did not want me to cut them. She said she would cut the necessary ones and to come back in an hour. I called an hour later and they were still not ready. I came home and called again she said another hour. I told her I would come the next day if she would have them ready then , she stated perfect. February 19, 2023 I again went to the pharmacy and the medication was ready . I came home and opened the bag and the whole bottle had been cut, it had been so poorly done that the pills had crumble in the bottom and they we over cut, under cut and not appropriate to administer. I called the pharmacy again and complained . The girl that answered the phone said that’s how we do them. I said no it’s not because you have the to me whole the day before. She stated well can’t you just give him two half’s I explained to her that they we cut so bad that there would be no way for me to pair them together. She said well I don’t know if the pharmacist will let you bring them back. I requested her name and the pharmacist name she did provide them both to me. On February 20th 2023. I called customer care and filled a complaint. I spoke with Kalib . On February 22,2023 Amunual form customers relations called me with a case number# [protected] left me a voice and the case number and his contact info and extension to reach him at. I called him back at 4:22pm same day. The next day February 23,2023 at 10:55am. Amunual did call me back at 11:11:28am and again I was at work and missed his call. I called back at 11:32am and awaited his call back. I called back on 02/24/23 at 7:46am at 9:49am I called customer care again and spoke withRayim, he indicated he would send an e-mail to Amunual to call me. I called again on 02/26/23 left Amunual voice mail. 02/27/23 another voice mail. I called customer again on 02/27/23 and receptionist connected me with Tara to assist. I called again on 03/01/23 and left Tara another voice mail. 03/04/23 called customer care again and spoke with Oriane who was going to e-mail Amunual again and request for him to call me and if he was unable to reach me by phone he was to e-mail me. That was on 03/04/23. I have heard nothing. I contacted Shoppers Drug Mart on 03/04/23 and spoke with Hanna Buck to get some help as it was obvious that customers relation was not call me back. Hanna Buck is the first one since this incident happened that actually listened to me and helped. All the rest brushed me off and I am beyond offended that this was not taken seriously. Hanna provided me with a two week supply of the medication she also divided them into two separate bottles and the pills we cut perfectly. She requested for me to call back today 03/09/23 after 5:00 as she wanted to speak to the manager first before doing the remainder of the prescription. I called and spoke with her and the remainder will be ready for pick up on Saturday. I also let her know how disappointed I have been with the customer service that was provided to me . My child takes this medication for seizures as well as another he also has a malformed cerebellum. I was one day away from him needing to start the medication. I was furious with the two individuals I had spoken with on the Saturday and Sunday Devayani who did not want to give me her name and did not want to give me the pharmacist name either and when I told her I was filling a complaint she provided it to me Sana. I am beside my self both with the employees I felt with as well as how customer relation’s handled my complaint. I want the issue dealt with and demand a response from someone with in Shoppers Drug Mart customer care . I have Thad to drive back and forth to the location numerous times wasting my gas. I had to continually call and call to no evail. I feel like my issue was not worth your time.

I recently went into Shoppers to pick up peanut butter. I was beyond shocked to see the above mentioned product at 10.99. I left the store went over to Sobeys and it was almost half the price (not on sale) Shoppers caters to a lot of seniors who are on a budget and to see the price gouging is unexceptable. Shameful. I took pictures of product on your shelf and also Sobeys. It’s terrible to take advantage of people like this. Even when it seniors day it is still a lot more than Sobeys. I remember hearing the CEO OF Loblaws claiming it is not them but wholesalers that is causing this which evidently is not the case. But here’s the thing even your own store Canadian superstore does not charge 10.99 they charge 7.29. Shoppers is gouging the public. I’m sure there are other products that are way overpriced. I also noticed that your Ensure is at 17.99 a 6 pack : seriously? I get it at Walmart for 8.99. Tell me this is not an issue. I will be making a complaint. I hope and pray you get back to me

Many blessings,

Rev Jeanette

Looking out for the seniors is what I am doing.

On 23 February 2023 I visited Shoppers Oakville (Dundas and Neyagawa) to take passport pictures. (6:30PM)
The attendant told us to come back after 20 minutes, as the 4 pictures we took (me and the 3 children), will then be ready.
After returning to collect, only 1 set of pictures were printed as they *ran out of paper*
I paid only for my picture that was printed - $28 ($25 + Tax: Check receipt C. F Kirsten credit card)
The pictures already taken could not be sent to another shoppers branch via email.
I then went to another Shoppers in Oakville (Prince Michael and Dundas) at 7pm.
Here are some of the major pain points:

- I waited 5 min for someone to attend to the photo booth
- After taking 2 children’s photos, the battery of the camera died while take the 3rd photo.,
- The *camera was broken* and did not allow battery to be replaced.
- The attendant took 20minutes to replace the battery of the camera.
- He took the last photo of my 3rd Son – the *photo was taken wrong*, with lots of shadows, and we had to retake (This is the 4th time taking a picture of my 3 year old)
- Taking 3 passport pictures and printing, *took more that 1 hour*!
- When I had to pay, the *Shoppers charged me 3 times the price I paid at the other branch at Dundas/Neyagawa*. They insisted that the price is only for 2 pictures, and not the full set that I require.
- The manager attended to my call, and said it is not his problem, and I had to pay $28 x3 children x 3 set = $250 for passport photos although I mentioned the price, I paid at the other Shoppers an hour earlier. (See receipt : C. F Kirsten Visa: *8:10PM*)

It is outrageous how different prices can be charged, an hour apart.
And not to mention the bad service, and amount of time it took to take and complete the pictures.
The staff was very rude.

On Feb. 15th, 2023 I called my husbands's eye drop renewal into Shoppers Drug Mar, Lyndock Street, Corunna. I told the person who answered the phone that we would pick them up on Friday, Feb. 17th, 2023. That person informed me that the eye drops would be ready on the 17th.

On the 17th my husband and I went into the Shoppers in Corunna and were told his eye drops were not ready. He questioned why and was told that the Pharmacy had been very busy due to the holiday on the Monday.

As I was wandering around the store I over heard a behind the counter employee say in a very loud voice that they had been very busy and that they couldn't just slap a label on eye drops and hand them out. So I walked by the Pharmacy and said in a very loud voice "Maybe you should call in more help if you are so busy."

1) I understand that it was a short week, but if the staff are so overwhelmed with filling prescriptions, why doesn't the manager call in more help, say on the Tuesday after a long weekend to help get caught up? 2) I don't qppreciate being told that a prescription would be ready and it wasn't. 3) I don't appreciate having my situation broadcast to the whole store.

There is only one reason that we stay with Shoppers and that is because they are the only Pharmacy in Corunna that is open on the weekend.

As a person who is needing employment. It's hard to get into the job I want at Shoppers. I have applied to the same job at various locations in Ontario and it appears many of the managers have racial bias. They are only hiring their own. I am East Asian and I've been turned down by at least 5 locations in Ontario. Despite the fact I do have past job experiences and the jobs I have applied for are entry level jobs that require no experience. It's already hard to survive in this province, let alone Toronto. It's quite unfair how these companies do not enjoy hiring people from all backgrounds and only their own/their friends.

Today, thursday 23 feb around 7 pm, I wanted to return something that my husband bought earlier by using his apple pay.

I was asking the guy on the cashier who came to help, that I have my husbands credit card but on the receipt it will not show the last 4 digits of this card but instead it will show the last 4 digits of his account on his wallet (phone wallet).

I asked him if my husband should come here to return or if I can just return it now, so he confused me a lot, I heard him saying we prefer the same way you paid for it but I cant return on your physical card. So I said oh then my husband can return it with his phone ; and here he became all red, he lowered his head, put his hands on his forehead as if I am so dumb and stupid that I could not understand him. But actually he was the one who was not clear, he could have just said, yes you can return it with this card and thats it.

No need to do all this and make me feel bad. I found this rude although I was really polite and calm trying to understand the procedure of returning.

He was so rude.

The online prescription refill system for Shoppers Drug Mart is broken. The key issue is that it does not have accurate, updated information in regard to how many refills are available for medications. I will log in to refill prescriptions. I will see that refills are available, so I select the necessary refills and click OK. A few minutes later, I receive an email stating that there is an error and to contact the store. I call the store only to find out that I have no refills on the selected medication, despite the website saying that I do.

If this was an isolated instance, I would not complain. But this has happened the last 7 of 10 times! That means out of the last 10 prescriptions I tried to refill, their online refill system was wrong! It said I had refills available that were not. This is a problem as I went to refill a prescription on Feb. 7, 2023 for a medication that said I had a refill. Turns out the system was wrong again. And my doctor is away for 2 weeks. So what am I supposed to do now? This is unacceptable. I work in the IT field and our inventory is updated every hour. EVERY HOUR. There is no excuse for having such incorrect information. If Shoppers wants us to use this system, it needs to be fixed.

I want to the shoppers drug March in Marlboro Mall in Calgary Alberta where I had a prescription being faxed over I was told to give one to two hours for them to have it ready which I did upon arriving I have limited mobility so I drive a scooter I was told I was not allowed to bring the scooter into the store so I parked it inside the doors and a security if I could please plug it into have a charge on it she said not a problem I then made my way over to the pharmacy but stopped when I noticed piercing earrings and the 19.99 or actually it's going up to 21.95 perfume I was then asked if I could please purchase those items at the cosmetics which I did not a problem. Then I made my way to the pharmacy and I was told that I did not have a prescription there which did not make sense... but what could I do so then I continued on shopping picking up some odds and ends that I needed. The entire time I had the security following me she then even made a comment that I did not have a prescription there I even told her yes I know it's not here and it should have been faxed over by my doctor so I don't understand why you guys don't have it she then told me I was to close my bag and if I was seeing putting anything in my bag I'd be charged with theft. At this point I was quite embarrassed as there was other customers listening and I just continued to shop and pick up what I needed hoping I didn't need to go into Walmart she then approached me a second time and told me that I was to go and purchase my items and leave their store the reason I don't know but I complied I paid for my items and left I now wish I had not given them any of my money because I was treated like a thief and I was humiliated in front of other customers this is not the first time that shoppers has done this to me it seems like every time I go in I am followed by security and it is making shopping there every un enjoyable and an embarrassing time I do believe at this point I will not turn to that store I don't believe that I should give them one penny of my money as they don't deserve it because they do not treat their customers fairly I'm not sure if I have the stereotypical look of a thief but I must because there's not a time I go in there that I'm not followed by security and it doesn't matter which shoppers I go to I am treated this way. I also did call my doctors and they informed me that my prescription had been faxed over to shoppers drug Mart in Marlboro Mall and I had asked him if they could please fax it to the Walmart as I will not be returning to shoppers to do any shopping

I called to switch over my Shoppers Optimum points to my new PC Optimum card. All my points are gone into one of or maybe several employees pockets. I was speaking to your complaint department right now and they hung up on me as I'm writing this complaint to you, I can prove how many points I had at time of transfer.
Why do I get the run a round from your people?

Terry

Old card number shoppers [protected] they keep saying that the card does not exist and shows no points, but they tell me in writing to destroy my card.
New card number [protected]
What a scam, get trusted people to work for you.

4:50 today my husband went to pick up my thyroxine prescription.

Andrea the pharmacist told him can not pick up because if order is placed by phone takes 48hrs

My husband said that is exactly why I am here. Indication of 48hrs was given after the order was placed, and because my wife will not be in the country for 2 weeks, we need at least 3 pills today.

She said I only have 5 to 7 min now and can not help. He asked to speak to me on the phone, she refused. He put me in speaker so I could explain I only need 3 pills no more. She said “ no I have to leave in 5 min and will not be able to help” I said this is rude and I will file complaint, she did not card at all. Turned her back on my husband and no words to me. She left myself speechless! It was another employee there (kind one). She witnessed it and gave us her name : Andrea