Business Profile

Pharmacy

Rite Aid Corporation

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Complaints

This profile includes complaints for Rite Aid Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

300 total complaints in the last 3 years.
59 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:03/03/2025
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.
I purchased a prescription medicine on 2/26. When I did not receive it I called to cancel on 2/28. I was assured by the pharmacist that the transaction would be refunded. Since then, I have run out of my prescription. The pharmacy says they have reversed the claim and they have not. I have been out of my preventative medication for 5 days now and am unable to get anyone from customer support to return my calls or emails. My money still has not been refunded but my biggest concern is being unable to access the prescription I need desperately.
Business Response
Date: 03/04/2025
We are sorry to hear you are still waiting to be contacted by a Leadership Team member. Please be aware, this matter has been escalated and someone will follow up with you as soon as possible.
Customer Answer
Date: 03/04/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23015566

I am rejecting this response because:
This is the same response I have been receiving from Rite Aid support for almost a week. They told me Thursday 2/27 they'd call back next day and never did. I called Friday 2/28 and they told me they would call by Monday. I called Monday 3/3 and was told I'd hear back that same day since it was urgent. They do not follow up and do not work to resolve the issue. I am now 6 days without a prescription and they are still holding my money.

Regards,

**** ******

Business Response
Date: 03/05/2025
We are sorry to hear that you have not yet spoken with a leadership team member regarding this issue. Our records show that the leadership team attempted to contact you several times. On 3/4/25, store #***** attempted to fill this prescription, but your insurance rejected it, claiming that it was filled at another, non Rite Aid, pharmacy on 3/4/25.The pharmacist attempted to call you, but did not receive an answer, and could not leave a message, as your voicemail box was full. We will request that the pharmacist try to reach out to you again. Please make sure that your voicemail box is empty, in case you are unable to answer.
Customer Answer
Date: 03/05/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23015566

I am rejecting this response because:
It appears that this pharmacy is not understanding the issue here. I have asked multiple times to have this prescription reversed since it was not filled. I have told several people over the phone and via online chats in the customer service department that I do not want this prescription filled at a Rite Aid pharmacy anymore since they were unable to complete it the first few times last week. They have all assured me they would file a complaint and someone from customer support would reach out to get a resolution. I have asked for the claim to be reversed and my money to be returned. I had my insurance company contact the ********* location twice to get this resolved. Since the pharmacy has been unable to reverse the claim despite saying that they have done so, I would prefer to have someone in management contact me to figure out why this is proving to be such a difficult task. To sum this up: REVERSE the claim from 2/26/25 and REFUND the money for the purchase since a service was not rendered. Retaining someone's money and not rendering the service is fraud.

Regards,

**** ******

Customer Answer
Date: 03/20/2025
Hello, the charge is still showing on my account. I have not received any phone calls aside from spam numbers. I specifically asked the customer support team to respond via email to avoid this problem and I have not yet received any emails aside from the "a member of our team will respond in there business days" message. I have suffered debilitating migraines as a result of your negligence and inability to reverse the claim in a timely manner and it is illegal to continue to withhold my money for a service that was cancelled. I would appreciate a written response and the return of my funds. I have informed my insurance company again and they let me know that this is an illegal practice.
Business Response
Date: 04/02/2025
We truly apologize for the difficulty that this issue has caused. Our records show that the Pharmacy Region Leader has contacted you via phone and email multiple times. They have approved the refund of $24.96 and requested that you contact Rite Aid store #***** at ************** to arrange to have the refund processed. Unfortunately, it is not possible for them to process the refund unless you visit Rite Aid store #***** in person. We apologize for the inconvenience this causes.
Business Response
Date: 04/02/2025
We were unable to locate the record of any charge made regarding this prescription. The Pharmacy Region Leader has agreed to process the refund anyway as a courtesy. If the customer is unwilling to communicate with the store to get the refund, there is nothing further we can do to assist.
Customer Answer
Date: 04/02/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23015566

I am rejecting this response because: I have responded to all emails and never get a response back. Attached is the screenshot from my most recent email in which I again informed them that I would like email contact (which they offered to me as an option originally) since I have trouble getting voicemails and they call from random numbers which never show up on my caller id as being from a legitimate business (usually marked a SPAM). I can also re-attach the bank statements or provide the necessary details to get the refund processed to the original form of payment. The payment was made electronically. It is ludicrous that a business as large as Rite Aid is unable to access their payment servers to find a processed card payment. I would like to reiterate again that email responses are preferred since they are the most reliable form of communication. It has now been 35 days since the money was taken from my account and the medicine was charged to my insurance and never reversed. This is illegal.

Regards,

**** ******

Business Response
Date: 04/03/2025
We truly apologize for the difficulty that this has caused. Unfortunately, it is not possible for Rite Aid pharmacy #***** to process the refund of $24.96 if you do not call ************** or visit in person. For further assistance with this issue, we recommend that you contact your financial institution to file a dispute.
Customer Answer
Date: 04/05/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23015566

I am rejecting this response because: I will be filing the dispute and will upload documents as they become available. I will also be filing a dispute with my insurance company for the failure to remove the claim.

Regards,

**** ******
Initial Complaint
Date:02/28/2025
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.
Today ordered delivery of two prescriptions from the Rite Aid pharmacy in **********,Ca.The order was made at 8am today(Feb 28).It was supposedly picked up from the pharmacy at 12:******* was never delivered.I don't know if it was returned to pharmacy, because no one there is picking up the ******** I have no prescriptions(one of which Rite Aid is planning to return,*********** today).I have no options here.No.prescriptions and no response from the pharmacy.
Customer Answer
Date: 03/04/2025
Hello,the prescriptions were finally delivered late in the **********,no need for further action.Thank you for your assistance.******* Gorecki
Initial Complaint
Date:02/13/2025
Type:Service or Repair 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.
I was told that I can pick up my medication today, called store with no answer so I drove there. Was told as of yesterday their corporation has a new policy and I can't pick up until tomorrow leaving me without medication. Second, 2 weeks ago another one of my medications was filled under my 17 year olds name and charged to ******** insurance fraudulently When I brought it to their attention the pharmacist insisted my *** sent it. My daughter has never been to that office. Third, went to pick up another prescription and was told it had been transferred to another pharmacy without reason. It was not transferred or at the other pharmacy. I've been without medication and hopefully my doctor will transfer my meds as I requested today. Dangerous and fraudulent. Inexcusable
Business Response
Date: 02/14/2025
We are sorry to hear about your recent experience at location #*****. Our records show that the Pharmacy Manager of this location reached out to you to address this issue on 2/14/25.
Initial Complaint
Date:02/11/2025
Type:Service or Repair 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 had a prescription sent in by my doctor feb 2. It was not due for refill until 2/9. The pharmacy kept the automatic refill prescription on file. I went into the store on 2/11 to pick up the script. I was told it was not ready and needed to be ordered. Why wasnt this done on 2/9 when they were supposed to automatically refill it. On 2/11 I called the store to verify it was ready. I was told it would be ready in an hour. This was at 4:30. At 5:40 I went to the drive through to pick it up. The car in front of me sat at the window with no movement for 25 minutes before they were helped. There was a car behind me so I could not leave and go inside. When I finally got to the window I was told the prescription was not ready and to come back in an hour. I calmly said I am not going anywhere. I explained to the girl in the window the process to get the script I went through already. I said if I can wait 25 minutes for you to get to the car in front of me I can wait another 10 for you to fill the script. She said ok and walked away. After another 10 minutes the pharmacist comes to the window and says your insurance is denying payment. I felt like this was another stall technique because she would have gotten the same message when she initially tried to fill the script on 2/2 instead of it saying not to refill until 2/9 so I said I will pay cash for it. She said I couldnt and said she didnt have time for this. I asked why if I have paid cash for the same script I get every month. It was ok to pay cash in December and other previous months when I didnt have insurance but not now. She said I am very busy and dont have time to fill it and walked away from the window. I wasnt sure what to do so I called the store to ask for the manager. I was told when I called earlier in the day that the manager for the pharmacy was on indefinite medical leave and to speak to the front end manager. The gentleman who answers the phone said they had so many
Business Response
Date: 02/12/2025
Thank you for taking the time to share your experience. We truly apologize for the difficulty this issue has caused. Our records show that the Pharmacy Region Leader for this Rite Aid location has addressed this issue and contacted you on 2/11/25. They spoke with and educated the pharmacy associate that you referred to in your complaint.
Customer Answer
Date: 02/15/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

****** ******
Initial Complaint
Date:02/07/2025
Type:Customer Service 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.
Woman in pharmacy was wrong & rude and hung up on me. Rite aid located at *******************************. Would like a formal apology.
Business Response
Date: 02/11/2025
We are sorry to hear about your recent experience at location #*****. Please be advised we have notified upper management about this issue to be sure this is addressed. They will be in contact with you within 5 business days.
Initial Complaint
Date:02/05/2025
Type:Service or Repair 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.
My prescriptions that were shipped by Rite Aid pharmacy in ******* did not earn me any reward points. My pleas to fix this issue with online customer service went nowhere since they claim that they cannot look up prescriptions Rite Aid filled even when provided with the ** numbers.
Business Response
Date: 02/06/2025
We are sorry to hear about your recent experience contacting Rite Aid ************** Unfortunately, if your ********************** Rewards account was not applied during checkout, we are unable to review the transaction if you cannot provide the store location, date, and transaction number or the exact total amount of the purchase. We at the ******************** do not have access to search for transactions based on the Rx number. We apologize for the difficulty this has caused.

As a courtesy, we have issued $15.00 BonusCash to your Rite Aid Rewards account. You may use BonusCash in store or online. This BonusCash will reflect on your account by 6:00 am EST on 2/7/25, and it will expire on 3/4/25 at 12:00 am EST.

In the future, if you notice that you did not receive Rite Aid Points for a prescription purchase, please make sure to keep the receipt and contact ************** With the information from the receipt, we will be able to investigate the issue further and prevent it from happening again. You can contact ************* by visiting ****************************************************************** or calling **************.
Customer Answer
Date: 02/06/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 22901870

I am rejecting this response because:

The prescriptions were shipped by the pharmacy and there was no opportunity to provide my rewards linked phone number. How do I ensure that the pharmacy adds this information before it ships the order; your reply didnt address this.
Regards,

Rohit Sud

Business Response
Date: 02/07/2025
At this time, it is not possible to apply your Rite Aid Rewards account when using ******** to have your prescriptions delivered. To earn Rite Aid Points on delivered prescriptions, you will need to contact our ********************* so that we can manually add the Rite Aid Points. When contacting ************** please make sure to have the receipt available so that we will be able to locate the transaction on our end. We truly apologize for the inconvenience that this issue has caused. Thank you so much for taking the time to share your feedback.
Customer Answer
Date: 03/18/2025
I tried to use the points but it seems that they expired before I even had a chance to use them. Would you be able to reinstate the $15 reward as a courtesy so that I can use them? I was actually out of the country this entire time so didnt know that they were expiring.
Business Response
Date: 03/19/2025
The $15.00 BonusCash expired on 3/4/25. As a one time courtesy, we have added the BonusCash back onto your Rite Aid Rewards account. This will become available by 6:00 am EST on 3/20/25. Please keep in mind that ********* expires 30 days after issuance. This BonusCash will expire at 12:00 am EST on 4/18/25.
Initial Complaint
Date:02/04/2025
Type:Order 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.
I have been trying to get a prescription from the Rite Aid pharmacy at *************.*************).They refuse to release it to **** have none left(Alprozalom known by *****).Going without this medication can cause seizures.This doesn't seem to concern the Rite Aid pharmacy.J'm at a loss here .No solution.,
Business Response
Date: 02/05/2025
We are sorry to hear about your recent experience at location #*****.Our records show that the Pharmacy Region Leader attempted to contact you regarding this issue on 11/27/24, but were unable to reach you. They left a voicemail message with a phone number to call them back, but they never received a call back from you. Please review your voicemail messages from 11/27/24 and use the phone number provided to contact the Pharmacy Region Leader for further assistance.
Initial Complaint
Date:01/28/2025
Type:Delivery 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.
On Wednesday January 22nd, 2025, I paid for medications for my elderly mother.There were 3 different scripts for medication that showed up on the online order at 3 different times. I paid for the first medication to be delivered and the fee was $4.99, the 2nd medication also charged me a $4.99 fee for delivery.I had called the pharmacy prior to placing the 2nd medication for delivery and was told that they could cancel the first order and i could re-order the medication and pay only 1 delivery fee.However i was still charged the 2nd delivery fee, when i called back the said that the one deliver fee would be refunded back to me in 3 days.On Thursday my mother did not get her medicine, when I called the pharmacy the pharmacist told me there was an issue with the delivery and it could not be delivered.I told them someone was coming to pick up the order and someone did in deed pick up the order.The pharmacy said they would refund my $10., however to this date Tuesday 01/28/25, it has not been refunded.
Business Response
Date: 01/29/2025
We are sorry to hear about your recent experience at location #*****. Our records show that the Pharmacy Region Leader of this location contacted you regarding this issue on 1/29/25. They processed a refund of the $9.98 spent on shipping fees, and a receipt for the refund will be sent to your address. We truly apologize for the difficulty that this issue has caused.
Initial Complaint
Date:01/24/2025
Type:Service or Repair 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.
I have been having issues getting my prescriptions filled. My scripts can only be filled every 8 days. My doctor send the scripts 48 hrs in advance, but on the fill day I don't get my script until late in the day or evening?? Why?? Was told there is a que system and they fill the next one to come up?? Why is mine not at the top of the que on the fill day?? I even call early in the morning to get it bumped up.. but when I go to pickup in person at 2pm I get told it won't be ready until 6pm. Wth?? This is ridiculous. They also run out of my medicine knowing it refills every 8 days for over a year now and when they run out i get no notifications, when i call late in the day because i dont hear anything i get told oh we had to order them it will be a few days, these meds make me go into withdrawal if i dont have them on time... I have been very nice but I'm getting upset and tired of these issues. No other pharmacy I used in the past did this to me... I getting ready to leave riteaide and there c***
Business Response
Date: 01/27/2025
We are sorry to hear about your recent experience at location #*****. Please be advised we have notified upper management about this issue to be sure this is addressed. They will be in contact with you within 5 business days.
Initial Complaint
Date:01/08/2025
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.
2 Prescriptions were sent to the pharmacy. I use ****** Gold for low cost prescriptions instead of insurance. Pharmacy staff processes prescriptions using insurance. I have to call and request that they be processed on the GoodRX Gold for savings. I have called several times and the pharmacy staff refuses to process the prescriptions and ignores the requests. I need my medications and they should be processed as I request. If they can't handle customer requests, then they should find other employment.
Business Response
Date: 01/13/2025
We are sorry to hear about your recent experience at location #*****. Please be advised we have notified upper management about this issue to be sure this is addressed. They will be in contact with you within 5 business days.
Customer Answer
Date: 01/13/2025
My medicine was running low and could no longer wait for them to take action. I had my prescriptions transferred to a different pharmacy. I would like Rite Aid to know of the poor service that lost them a customer.

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Rite Aid Corporation is NOT a BBB Accredited Business.