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Business Profile

Pharmacy

Shoppers Drug Mart

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pharmacy.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

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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.

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Complaint type

  • Initial Complaint

    Date:10/04/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Shoppers drug Mart guarantees passport photos. If passport Canada does not accept the photo that shoppers has taken, they claim they will replace the photo for free as long as you bring the receipt in with you. I did this yesterday as I received a phone call from passport Canada stating that the photos were too blurry and could not be used.. I took my receipt into shoppers drug Mart in **************** to have it redone. I was told by the manager they will not do that without a letter from ************** stating that the photos were no good. However, that is not something that is told to the customer at the time of purchase. All that is said is to bring the receipt back sinceservice. ****** was closed as it was after 5 PM. I was not able to go and get a letter nor do I feel I should jump through hoops to get this redone. I paid for the second passport photo instead at the checkout the cashier told me the same thing again if they do not work, bring the receipt back and we will redo them for free. They are false advertising since I had to pay again or jump through hoops to get it done again. Who would randomly go with a receipt that shows a passport photo was purchased and just get another one just because?? Nobody I have both receipts from the passport photos

    Business Response

    Date: 01/05/2025

    I spoke to the customer and she got her refund and she was satisfied with it.  The employee was reeducated on how to handle the customer.

    Customer Answer

    Date: 15/05/2025

    I have not been back to the store yet to see if I was refunded as I dont live in town. I was waiting to see if I was actually refunded or just a gift card (as I dont shop there and wouldnt consider that a refund) before I replied 

    Customer Answer

    Date: 15/05/2025

    No I have not as I have not been to ************ yet

    Business Response

    Date: 10/06/2025

    The consumer received a gift card in the amount of $19.99 to cover the expense of a new photo.

    Customer Answer

    Date: 10/06/2025

    Complaint: 23188094

    I am rejecting this response because:
    I have never been in to pick up any package and I do not shop at shoppers drug Mart so a gift card is not a refund to me. I will not be able to accept a gift card when I do not shop there as I would still be out that money plus the gas to drive out there to pick something up that I will never use. 

    Sincerely,

    ****** Ubdegrove

Shoppers Drug Mart is NOT a BBB Accredited Business.

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