Complaints

This profile includes complaints for Canada Pharmacy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Canada Pharmacy 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

• 

  Canada Pharmacy

  PO Box 520 800 15355 24 Ave Surrey, BC V4A 2H9

• 

  Canada Pharmacy

  PO Box 520, 800-15355 24th Avenue Surrey, BC V4A 2H9

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:13/03/2025

  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.

  I paid $210.98 for a prescription on February 12, 2025 After not receiving the prescription I called and was told it was mailed on the 19th. Not receiving it again I called and was given a tracking number, that turned out to be a fake. Called again and was told it can take some time shipping, but they would get a real tracking number to me. That never happened and of course I dont have the prescription.

  Business Response

  Date: 17/03/2025

  We apologize for the inconvenience you've experienced with your order being lost in mail. We will look into this matter shortly.

  Customer Answer

  Date: 18/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:13/09/2024

  Type:Product 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.

  ordered ******* on 8-21...they say 2 order ave been shipped but I never received any order from them and they refuse to give me a refund

  Customer Answer

  Date: 13/09/2024

  There was no invoice  I place an order for my med and they took money out of my checking account to pay for it

  Business Response

  Date: 16/09/2024

  We apologize for the inconvenience you've experienced with your order. We've tried to search for you in our system and have concluded that you do not have an account with Canada Pharmacy. In fact, we strongly believe that you have mixed us up with a different online pharmacy from Canada with a similar name. You have not ordered from us. We recommend that you check your emails and see which company you have actually ordered from. Please note that we are CanadaPharmacy.com. 

  Customer Answer

  Date: 16/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/09/2024

  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.

  Order not received They said it was delivered and I did not get it

  Business Response

  Date: 04/09/2024

  Hey *****, 

  We're so sorry to hear that you did not receive your order. We've tried searching you up on our database with the phone number, email and name you have provided and could not find that you have an account with us. Are you sure you have contacted the correct online pharmacy? We are aware there are many online pharmacies from Canada with similar sounding names as ours. 

  Just remember, we are Canadapharmacy.com

  Please check your previous emails of the company that you ordered from to assure you are contacting the BBB regarding the correct company. 

  Also, check out our website as we would be more than happy to dispense competitively priced medications to you and your family. We hope to hear from you soon.

• Initial Complaint

  Date:10/04/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Ordered Medication December 24 2023 it is now April 9 2024 still have not received medication. Withdrew money from my account right away, waited on prescription finally called them said doctor did not sign prescription which he did. Then stated that the prescription written was for a dosage they did not carry and for doctor to resend prescription with the correct dosage they carried. Doctor did this waited again called then once again was told it had been shipped and I should received by March 25 2024 that prescription had made it into *****************. Called them today April 9 2024 still have not received prescription they stated they would have to put a tracker on the prescription and their shipping department would call in ***** hours with information. I stated this was not acceptable and needed to be expedited due to taking so long. Asked to speak to a supervisor and was told that was not possible. Said they would refill the prescription and send again I said NO Im not waiting 4 more months. Told them this needed to be cleared up right away or wanted my money refunded. Still got the same answer shipping would call in ***** hours. It didnt take them ***** hours to withdrawn my funds from my bank. * **** **** ** ****** ********* ** *** ******* * ** ** **** * ******* ******* Can someone please help all I have gotten is the run around by this company. Will never ever use them again.

  Business Response

  Date: 11/04/2024

  We apologize for the inconvenience you've experienced with your recent order. A member from our shipping team called you yesterday but you did not answer. A voicemail message was left. Please visit our website and use the online chat feature or give us a call at your earliest convenience if you would like us to issue you a reship of the medication or to cancel the order and have a complete refund. Please note that if you decide for a reship, the shipping timeframe will be ***** business days for delivery. Business days do not include weekends or holidays. We cannot expedite medications. We will await for your call and answer and do as you like promptly. We appreciate your patience and understanding. 

• Initial Complaint

  Date:07/03/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Did not receive a medication that was ordered and company refuses to issue refund nor send replacement

  Business Response

  Date: 08/03/2024

  We apologize for the inconvenience you've experienced. A ****** of the order will be shipped out to you promptly. Please allow for the 5 business days of processing to be completed before shipment. For further questions or inquiries, please visit our website and use the only chat platform to chat with our representatives. 

• Initial Complaint

  Date:01/08/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Beginning on July 12, I ********* entered into a transaction with Canada Pharmacy (CP) for a medication that is less expensive in Canada than the **. Today is July 31, and I have nothing to show for this but an ACH debit of $185.99, a lot of stress, and a lot of lies from the "service" reps at this "pharmacy." CP kept finding flaws in the way my doctor, *** *** ** ***** ** ********** ** * ********* ******** ******* wrote the prescription (she wrote it exactly the way the first rep I talked to said she should write it). ** *** ****** **** **** ** ** ** ****** when my doctor tried to get to the bottom of what CP needed to actually send the medicine I paid for. Then a "supervisor" named *** said the prescription had gone through and would ship by July 28. On July 28, I got an email stating that they had to edit the order because they could only supply a maximum of three months of the medication. On their site, you select the quantity of medication you want FROM THEIR DROPDOWN MENU. **** *** * ***** ** ***** I called AGAIN the morning on July 28 and said the rep, who sounded exactly like all the other reps, could either process a refund or connect me with a supervisor. She said she processed the refund and I'd see it within 5 to 7 business days. 72 HOURS LATER, MY ORDER STATUS ON THEIR WEBSITE SAYS THEY'RE WAITING FOR A PRESCRIPTION. I WANT MY MONEY BACK. My doctor is finished working with them and so am I. * ** ** ***** **** *** **** ** *** **** ************ ********** ******* * **** **** ****** ***** $185.99. I WANT IT REFUNDED. ***** ****** ****** ** ******* ** *********** *** ********** ****** ** ** *****

  Business Response

  Date: 01/08/2023

  We regret the inconvenience you had in online order process with Canada Pharmacy. We are fully transparent in our processes, and as a mail order pharmacy - certain confirmations pertaining to a prescription are required before we can safely dispense the medication for liability reasons. We had reached out to your Doctor for a strength confirmation on your prescription and only heard back on July 25. Once any revised prescriptions are received, they have to undergo the vetting process again for your safety. Additionally, we can never prescribe more than a three month medication supply for safety reasons. This is also mentioned on our website, please refer to the screenshot.
  
  For future reference, while our website does permit one to freely select the dosages / strengths they wish to order - all orders are thoroughly vetted for safety and if its determined that an order has to be edited for safety reasons, we will always connect with our customers to resolve the issue. Our Customer Experience Team is always standing by and ready to help at any stage in the order process via Live Chat, Email and Phone 24/7. It is our hope to continue serving you with competitive drug pricing to what you would find locally in the US.

  In conclusion, your order will be cancelled and you will be issued a complete refund that should reflect on your account as **************** for the complete amount within ***** business days.

• Initial Complaint

  Date:09/05/2023

  Type:Product 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.

  On April 6, 2023, I placed and paid for a prescription, in excess of US$400. I was informed that, after processing time, the shipping time would be 10-20 business days (not working days). I asked for tracking information, and was told they would provide that in 24-48 hours. Two days later they informed me they have no tracking information, as all orders were dropped off in bulk at the post office. I was told I would have the product by May 10, 2023.
  
  Yesterday, May 8, 2023, I received a letter from the US Food and Drug Administration, informing me that this shipment had been confiscated as it does not meet three specific FDA criteria for sale in the United States. I immediately contacted Canada Pharmacy via live online chat, who asked that I send a copy of the FDA letter, which I did in the chat window as a PDF file. I was told they would resubmit the order! I asked how a second shipment would get through FDA/customs, I was not given an answer. I informed the agent (“Anne”), that I wanted a full refund to my original credit card. After significant back and forth, she said she couldn’t do that and a report would have to be filed before any consideration would be given. She incredibly intimated that I should have known where this drug was coming from (the UK, not Canada), and known that problems like this happen. They’re supposed to be the expert pharmacy… not me.
  
  So now this is in limbo and I have no further response from the BBB F-rated firm.
  
  I demand a full refund to my original credit card, as they cannot provide the product that I ordered… and they accepted payment for.
  
  Payments have been made through third party “******”. I contacted them, but they will not address this. (One payment is left to be made, 3 have already been made.)
  
  I have every piece of correspondence made.

  Business Response

  Date: 10/05/2023

  We apologize for the inconvenience you've experienced with your recent order. We spoke with you yesterday and thought we had resolved the matter. We will be issuing you a full refund to your credit card. This process can take up to 10-12 business days. For further questions, comments, or concerns, please visit our website and use the online chat feature. We appreciate your patience and understanding and hope to serve you better in the future.

  Customer Answer

  Date: 10/05/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, pending my receiving the refund as stated in their proposed resolution.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:28/11/2022

  Type:Product 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.

  Saw that product showed as "available" on the website. Called. Was told product was available. Paid for prescription on 11/12/2022, prescription faxed and received on same date by CP (as confirmed by telephone agent). Product was not shipped. 1 week later, told product was "out of stock." Requested refund. Refund still not granted, told it is "in process" but it's been 2 weeks already with no refund. Help.
  
  Also, product is still showing as "in stock" on CP website, when it clearly is not.
  
  Attachments;
  Proof of payment
  Proof order was "deleted" (with no refund)
  Chat record where agenbt lied and said product was in stock; it wasn't in stock. It wasn't in stock at the time of my order.
  
  Please note, product is still showing as available on their website. Meaning, they're collecting money for this, even though they can't deliver it.

  Business Response

  Date: 29/11/2022

  We apologize for the inconvenience. The refund has been processed and can take up to 7-10 business days (business days do not include holidays, such as Thanksgiving, or weekends). It will reflect on your bank statement as "Vogue Marketing".

  Customer Answer

  Date: 30/11/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:according to your own customer service department this morning, 11/30, no refund has yet been even processed. I was charged in full on 11/12/2022. No medication was sent, and it has now been 17 days that you have held on to my payment. I find this both unlike any business I have ever shopped with, and frankly appalling. **** *** *** **** ******* ****** ** **** ** *******. I will be pursuing this both with the BBB and ****. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 30/11/2022

  Our apologies for the misinformation that you were given this morning. The chat representative that you chatted with this morning meant to type that the refund hasn't been completed yet because of the refunding processing timeframe. You called us via phone after your chat experience and this was reiterated back to you that the refund is being processed back to your account. 

  Customer Answer

  Date: 30/11/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because it has now been 17 days since this business first accepted my good faith payment for the product they said was in stock, but in fact was not. Still no refund. Still nothing but “it’s in process.” Hmm. 
  

  Again, I am reporting this to both **** and the BBB, as well as any legal resources if necessary.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 13/12/2022

  Hi there, please check your bank statement. Remember, the refund will be under the name of "Vogue Marketing". The refund has been completed.

  Customer Answer

  Date: 13/12/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I actually did get the refund and I’ll go away now, but have and will tell everyone I know never to shop with you. 3 weeks for a refund is a ***** 
  

  case closed. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Customer Answer

  Date: 16/12/2022

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******