Shoppers Drug Mart Customer Service Issues

I have never visited any of your stores nor have I been to Canada. Recently, unauthorized charges have been made at Shoppers Drug Mart locations in North York, Brampton, and Woodbridge using my JCPenney MasterCard since March 30. I have already contacted Synchrony Bank to dispute these charges. It's important to note that my credit card has always been in my possession, I have not authorized anyone to use it, and I have not purchased anything from your store online. I wanted to inform you of this fraudulent activity for your investigation, as I am unsure if Synchrony Bank will also reach out to you. Please respond via email or call me at [redacted]. I am ready to assist in any investigations you may conduct.

While I was browsing the makeup section, I had a negative encounter with a store employee who lacked customer service skills. She raised her voice at me because I had unknowingly opened a sample without a seal. Despite her behavior, I remained composed and asked for assistance from another employee named Deb, who was very helpful. I am a loyal customer and spend a significant amount at this store. I would like to address this issue further as the employee's actions were uncalled for. I visited the Waterdown Shoppers on Saturday, May 30. I hope that this incident is taken seriously and the employee's behavior is investigated. Thank you.

In March, I purchased two boxes of hair dye at the Prince William store in Barrie, ON. The staff assured me I could return them if I was unsatisfied, without mentioning the need to keep the receipt. Despite buying them two days apart, my daughter didn’t like the colors. Due to Covid, I couldn’t return them at that time. When the store resumed returns, I returned with the two unopened boxes but only one receipt, having lost the other over the 2 months. The cashier couldn’t assist me, so I spoke to the front-end manager. Despite mentioning the previous assurance from the staff, the manager declined the return without both receipts. They refunded me on a gift card for $7.99 instead of the $12.99 I paid, citing inability to scan the barcode. I requested the correct refund, even suggesting adjusting the price, but they refused. Even speaking to the store manager yielded no resolution, as they sided with the previous decision. Despite working in retail myself, I received no further assistance, only store credit for one box without a receipt. Frustrated, I left with no resolution, feeling the customer service fell short. As a manager at Zehrs, I strive to ensure our customers are satisfied and feel disappointed by this experience. I have submitted a complaint and am seeking advice on next steps, as I am now stuck with two boxes of hair dye.

I recently downloaded your mobile app and received a signing bonus of a 10,[redacted] bonus points Ecoupon, with a condition to spend $40 within 24 hours. Despite checking that my local Shoppers Drug Mart in Duncan, BC, was supposed to be open until 10:00pm on the Labour Day holiday, when I arrived at 9:00pm, I found the store closed at 8:00pm. This misinformation isn't new for this store and has happened before the pandemic. The lack of updating their hours inconvenienced many customers, including me, leading to the expiration of my bonus points coupon. PC Optimum couldn't provide another coupon, as they are computer-generated during app download. This incident was extremely frustrating and risky for me, a vulnerable person running essential errands only, especially during the pandemic. The store's handling of safety measures and customer entrance is also concerning. I hope for a resolution and improvement in their operations for the benefit of all customers in the community.

I am concerned about this email claiming to be from Shoppers Drug Mart. Can you confirm if it is legitimate? From: Shoppers Drug Mart Sent: Tuesday, September 29, [redacted] 6:04 PM To: [redacted] Subject: A Gift Card Surprise for Marniejuel! Dear Marniejuel, An exclusive invitation awaits you! We are delighted to offer Gift Cards worth $[redacted] to our valued customers, and you have been selected. Please see the details in your email and verify to claim your reward promptly. Act fast as this offer is limited to the first customers to respond. The promotion will conclude once all gift cards are distributed. Specially for: YOU Redeem your Shoppers Drug Mart Gift Card today! If you wish to stop receiving these notifications, please click here to unsubscribe. We aim to present you with exceptional deals. If you have any concerns, you can opt-out from further emails here.

I have been a loyal shopper at Shoppers Drug Mart at Woodine and O'connors since it opened, and I have always been content with its service. However, my satisfaction took a hit when they introduced self-checkout lanes and seemed to pressure customers to use them. The addition of more self-checkout lanes and the way employees are encouraging customers to use them now feels like harassment. With only two regular checkout counters available, the layout is chaotic, leaving no space to place items during checkout. Having to unload my cart item by item is inconvenient, and I even had an item fall behind the counter without anyone noticing until later. The location of the checkout counters near the doors makes the experience even more challenging, especially with doors constantly opening and closing. I refuse to use self-checkout unless compensated by Shoppers, as I value good customer service over convenience. The changes have frustrated not only me but other customers as well. Shoppers should reconsider the layout, listen to customer feedback, and prioritize customer needs over cost-cutting measures. The current setup is not customer-friendly and neglects the needs of senior citizens, which is disheartening.

On January 2, [redacted], when store [redacted] informed me that Tenaretic was not available for my high blood pressure, I encountered difficulties. I spoke with Mark, who declined to offer alternatives and insisted on the generic. Despite explaining the negative effects of the generic pills due to past experiences, my concerns were dismissed multiple times. Mark assured me that my sickness would pass within a month, but it escalated, necessitating a hospital visit due to potassium depletion caused by the cheaper medication. I believe $[redacted] compensation is warranted for the distress caused by this medical ordeal, especially after being a loyal customer for 25 years. I felt my health and life were undervalued. To address this issue promptly, action is required, as previous attempts to resolve it were ignored. If not resolved, legal action may be considered.

Hello, my name is Nikoleta H. and I have been a loyal customer at Shoppers Drug Mart for many years. Recently, I completed a customer service survey for Mira, who works in the cosmetics department. Unfortunately, I made a mistake on the questionnaire by selecting "strongly disagree" instead of "strongly agree." I spoke with Mira about this error, as I wanted to convey that her service is excellent. Mira is exceptional – she is patient, offers products within my budget, and consistently provides outstanding service. I am incredibly satisfied with her assistance. Mira's positive attitude and energy make her a valuable asset to Shoppers Drug Mart. Trust is crucial to me when shopping, and I feel confident in the service provided by Mira in the cosmetics department.

As a dedicated customer of the store, I was disappointed to learn that the Shoppers Drug Mart at [redacted] Queen's Quay West will not be offering vaccinations when the number of locations doubles starting Monday, March 22. I inquired at the store recently and was informed that the selection of vaccination sites is based on multiple factors such as local population, foot traffic, and other data. It seems puzzling that the [redacted] Queen's Quay store, which serves City Place with its many residents in condos and rental buildings along the waterfront, was not chosen. Despite having the necessary equipment for vaccinations, it was overlooked. I believe reconsidering this decision would be beneficial. I am curious to know if there is a possibility of allowing [redacted] Queen's Quay West to provide vaccinations, and if not, the reasoning behind it. Your response will be considered for a potential newspaper article. Andy S., Freelance writer and journalist.

Dear Sir, I want to address a customer service issue regarding my recent purchase at your Shopper's located at [redacted] The East Mall, Etobicoke, Ontario on June 9th. I purchased Nielson's lactose-free milk, 2-liter cartons. Upon picking up 4 cartons from the lactose-free section, I trusted they were indeed lactose-free. However, upon opening one carton at home yesterday, I discovered it was regular milk instead. Although I acknowledge I should have double-checked the product, it was misleadingly placed in the wrong section at the store labeled as "lactose-free." I am now left with the incorrect product and uncertain how to proceed. Your assistance would be greatly appreciated. The receipt number for this transaction is: [redacted][redacted]62, dated June 9th at 09:20:07.

I received an Ultimate Dining Card as a gift back in April. Today, on June 20, when I attempted to use it, the balance displayed as zero. Checking the Balance Checker site confirmed an Active status but showed a balance of $0.00. This card should have had a $50 balance. Today was my first attempt to use the card after scratching off the number and PIN#. After reaching out to the Shoppers Drug Mart in Newmarket (Yonge & Savage), I was advised to contact the 1-[redacted]-SHOPPERS number. Unfortunately, upon calling, I discovered they were closed. I am having difficulty getting assistance from either Ultimate Dining or Shoppers Drug Mart to resolve this issue. All I am seeking is to have my card reactivated. I do have the gift receipt given to me by the purchaser of the card.

I recently bought the Annabelle foundation "Perfect Fit Matte" in shade "[redacted] Sand" on sale at your store. Upon checkout, the foundation didn't scan, and a cosmetician had to scan the sale tag for the price. The next day, when I was putting my makeup away, I discovered a TESTER sticker on it. I was alarmed to find out that I had unknowingly used a tester foundation that could potentially be unhygienic and covered in bacteria. Given the current COVID-19 situation, this was especially concerning to me as someone with a weaker immune system who takes many precautions. After doing some research, I found that makeup testers can harbor harmful bacteria, including Staphylococcus, which can cause skin infections and other issues. This experience has made me question the safety and hygiene practices at Shoppers Drug Mart, where I have been a loyal customer for over 15 years. I hope the company can address this situation and restore my trust in shopping there. Thank you.

I have been on hold with SDM pharmacy at Seaway Mall Welland for an hour now. The loud rap music playing is giving me a headache. Can you please change the music to something more soothing like elevator music? Not everyone may enjoy rap. I am going to hang up as I cannot tolerate this noise any longer. It would be helpful if there was an option to leave a message for a callback instead of enduring this noise for hours. Thank you. I would appreciate speaking directly with a pharmacist.

My spouse and I recently visited the Shoppers store on St. Clair at Bathurst Street in Toronto for flu shots. We had registered online and were under the impression that we did not need an appointment. However, the pharmacist on duty declined to provide us with the flu shots, instructing us to return between 9 a.m. and 5 p.m. When questioned about the reason for the refusal, she mentioned a lack of staff and upon expressing my dissatisfaction and decision not to return, she simply walked away. I have been a loyal Shoppers customer for approximately twenty years, with all my prescriptions currently at this location since the start of the pandemic. Unfortunately, experiences like tonight where it feels like customer convenience is not a priority have been common lately. This encounter has led me to contemplate moving my prescriptions and business to a pharmacy that prioritizes customer satisfaction. I felt it was important for you to be aware of this and the impact it has on my decision.

I am experiencing an issue with a gift card I received from [redacted] Hespler Road in Cambridge, Ontario. When I visited the store recently, the manager provided me with a transaction report confirming the gift card was paid for. To resolve this, I'm seeking assistance on receiving the funds back for this gift card. Despite making four attempts to contact customer service over the last two days, I have been on hold for extended periods without any resolution. I am requesting a $50 reimbursement in the form of a Shoppers Gift Card to substitute the non-functional Ulitimate Card. Please send it to 56 Archwood Cres, Cambridge, Ont N1T 2A6, attention Rosa Andrade.

To the relevant party, I recently left Shoppers Drug Mart located at [redacted] Strandherd Drive, Nepean, ON, K2J 5N1. Upon my regular purchase of 3 bags of milk, I was informed of a limit of 2 bags by the cashier, a policy I was previously unaware of. Despite my past contact with Shoppers' head office about this issue and receiving no response, today's encounter was disappointing. The employee referred to me as riff raff, mentioned a prior complaint about the manager, Nitin, and declared they would no longer serve me. I request a formal apology from Nitin and Tylor for their disrespectful conduct and discrimination towards me. This behavior at that location is completely unacceptable. Thank you, Sid

I received slippers for Christmas from my daughter. She was informed at the time of purchase that there would be no issue with returning them. However, when I tried to return them today because they do not fit, I was told they couldn't be returned as they were considered seasonal items. There is no mention of this restriction on the sales receipt, and the cashier assured her they could be returned if they didn't fit. These slippers are not seasonal; they are designed to keep feet warm and are available in stores throughout the year. They were a significant purchase, and we are seeking a refund.

The owner of the Shoppers Drug Mart at [redacted] University Avenue in Charlottetown, Prince Edward Island, wrongly accused me of theft when I was just using a reusable bag. He approached me rudely and embarrassed me in front of others in the store. Despite my explanation and showing the stains on the bag, he did not apologize. This experience was distressing for me as a loyal customer of nearly 20 years. I ended up leaving without purchasing anything and will not be returning to that location. It is disappointing that someone in a position of authority at Shoppers Drug Mart would behave in such a disrespectful manner. This incident has left me feeling disheartened about the brand's reputation.

Subject: Query Regarding Online Order #[redacted]79 Hello SDM Beauty Boutique, I have been a loyal customer of Beauty Boutique for a long time, especially since the pandemic, relying more on online shopping. My recent experience with online orders has always been smooth, earning points and sometimes receiving gifts with purchase. I placed three separate orders on October 8th, 9th, and 10th with the following order numbers: - October 8th - #[redacted]24 - October 9th - #[redacted]79 - October 10th - #[redacted]91 While I have received my first and second orders, unfortunately, I did not find any of the samples in the box for the second order as expected. I have previously received samples when redeeming points, so I am unsure if this was an oversight. Receiving samples is vital to me as they often lead me to purchasing full-sized products. If the samples were excluded due to the points redemption, I understand, and I will plan to shop in-store for future purchases. I genuinely value the exceptional service provided by Shopper's Beauty Boutique, especially during these competitive times. The Canadian store has always been wonderful with great product availability, promotions like GWPs, and the Optimum Points program. I truly appreciate the senior discount offer at 55, which led me to recommend Shopper's to many friends. Thank you for your continued service excellence. Thank you for addressing my concern. Warm regards, Kelly L. [redacted] [redacted]

I am encountering an issue every time I attempt to log in to Shoppers Drug Mart's website. An error message pops up stating that my session has timed out and instructs me to return to the previous page. This occurs despite my quick visits to the site, which only last between 4 to 10 seconds. As a senior citizen with various health and mobility challenges, it is crucial for me to access my prescriptions, particularly during the winter months. For assistance, kindly contact me at [redacted] Thank you, Ian M., residing at 61 Town Center Court, Unit [redacted], Scarborough, M1P5C5. You can reach me at [redacted].