Complaints

This profile includes complaints for Shoppers Drug Mart Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Shoppers Drug Mart Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Shoppers Drug Mart Inc.

  null Burnaby, BC V5C 6P9

• 

  Shoppers Drug Mart Inc.

  343-4800 Kingsway Burnaby, BC V5H 4J2

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/12/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi I ordered an online order The package arrived today half open In the box the item was missing or was a 700 dollar item

  Customer Answer

  Date: 05/12/2024

  The consumer contacted BBB and stated the complaint has been resolved.

• Initial Complaint

  Date:28/11/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To summarize, I spend all this time and effort (years) accumulating points (****** points, worth $515) and when time comes to redeem, I'm left with no answers and no ability to do so.I go to capitalize on the current Shoppers Bonus Redemption Black Friday Event, been waiting for this one for awhile to purchase Christmas gifts as times are tough right now, I'm at the till and told the register says "error, can only earn". We check all my settings in my app, everything set to **************** They tell me to call customer service after 50 minutes on hold rep tells me my account is frozen (apparently months ago but I was never contacted/notified).He does not know why it was frozen, and says he cannot "unfreeze it" and that he will send it to an "account specialist" to take the hold away. I ask how long it will take as the black friday event makes so i redeem ****** points but get $400 worth and in this economy i have been waiting for this all year. He says it should be fixed before the event ends on Nov 29th and I will get an email when its fixed. Its Nov 27th and I attempt to redeem again and no luck. I call again and am told the same thing except for now they're telling me it will take **** business days to fix. I state i needed this fixed before the event ends I was literally in tears as this was my means to buy Christmas presents for my family. She says sorry i understand your frustration but there's nothing we can do but wait. I ask to speak to a supervisor or manager, I get connected to a supervisor who tells me the exact same thing. There is nothing we can do and if the account specialists dont fix it in time im basically out of luck.So essentially no one could provide an explanation as to why my account is in this state nor why we weren't notified or contacted by anyone, no customer service rep could resolve the issue, no supervisor is helpful, and now i am left worrying about whether this will be fixed by tomorrow Nov 29th. Heartbreaking and unacceptable.

• Initial Complaint

  Date:10/10/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  things happened to me on October 6, 2023 in the shoppers branch at ******** ********, burnaby, BC V5H 4J2 I was picking one candle for me, and I open the paper box of the candle (I am sure no sticker on the outside to close it, and I am very careful to do not break the box) to smell to compare to see which smell I want. Then a female staff came over to me, her name is Christine if they give me the correct name, told me I cannot open the box in a very angry and impatient face. I said ok I am sorry, then I stay there want to look the description on the box to pick which one I want. The staff just stand in front of me to scan products on the shelf and in this way I cannot grab the candle. I want to wait until she finished, she scanned for 5 minutes with just let me wait on the side. 5 minutes!! Then I feel angry and just grab a candle randomly and go to the cashier, on my way I open the box to say if everything is fine inside, then the staff came to me in a very **** way said “ * **** *** ** *** **** ***”. I was shocked, everyday I will go shopping at small or big stores but I have never experienced someone treated me like this. Then I want to find her and get her name to complain. A man said he is the supervision in the branch and manager is off yesterday. After heard what I experienced, first he doesn’t show any apologizes, second he said if I want to complain I can fill a form at the cashier. After I follow him at the cashier, he grab a receipt and give it to me and said I can write me name, phone number and things I want to talk about on the empty side of the receipt. I asked where is the form you said, he said there’s no form. I was like excuse me??? How I could know if he won’t throw away that receipt after I left and just like nothing happened? Based on above situation, I have several question for shoppers: For products like candle, if I don’t smell how can I know if I like it? You don’t trained staffs to show respect to customers? I mean this is the very basic The male supervisor lay to me, said something didn’t match what he just said few minutes ago, do you train your staffs to see customer like idiot? I feel I been totally insulted, this is the worst shopping experience ever. I hope those two staffs should know, if customers don’t buy things, then they won’t have opportunity to work there and earn money. What I been angry about is not something bonus, it’s just the basis respect towards customers. If she don’t want me to open it, she can change her way to talk about this and I will be fine. I really need a convinced explanation from shoppers, and also a convinced solution.