Shoppers Drug Mart
This is a lesson in how not to do customer service.
Okay so say you’ve never stolen a thing from anywhere in your entire life. And say there’s a store where you’ve been a regular for 7 or 8 years, spending thousands there in that time. And say they take your full shopping basket and say you can’t buy your products, in fact you’re banned, and they treat you like a robber. Isn’t there a communication/conflict resolution step that investors might prefer? Doesn’t common sense come in somewhere?
I am in my local Shoppers Drug Mart every two or three days, and spend upwards of $100 a week there.
A couple of months ago I was there buying concealer. There was no colour indicator on the package, no testers, and no colour indicator on the display, so I opened the package to check the colour. As I did, a store employee – with the name tag Aris – came up and began yelling. He was correct that packages are not meant to be opened, and I indicated that but also explained it wasn’t possible to know the product colour. He continued raising his voice and demanded the product, I explained that I was buying it, which I did. At the makeup counter, I said that I was shocked by the aggressiveness of the employee – and the behaviour, that immediate accusation with no discussion costs a business customers. I explained that I am a regular. The checkout person explained that there have been problems with thefts in the store, and so staff are very sensitive and angry about anything that might be understood as such, and the staff member therefore reacted inappropriately.
Later, I filled out the Shoppers Drug Mart survey online based on a till receipt with a survey URL. On the survey, I explained the incident and explained my extreme dissatisfaction with the situation. I recommended that staff training include better preparedness for situations like this. In my view, approaching a customer immediately with ‘Can I help you?’ at least allows for the possibility of a miscommunication and not losing a customer. Checking the Optimum card and seeing how much a customer spends there could be another recommendation before deciding that a regular customer is a thief.
I had no response to my online complaints.
Today, perhaps two months later, as I entered the store I saw the employee with the furious temper, whose name is Aris. I was surprised, I had not seen him and thought he may have been been suspended based on the previous incident and his people skills. I had a basket and went around the store getting things from my list, when a security guard identified himself and asked if I had ever been banned from the store. I was baffled, and said I’d never been told that I was. He was persistent. I was extremely offended. This is a dreadful way to treat one of your regular customers. I asked to speak to the store manager. The store manager Vincent Yeung asked for personal ID. I was puzzled, as I was there to complain, but passed it over. The staff member with the past-visit furious temper entered the pharmacy and spoke with the manager who then curtly informed me that I was permanently banned from the store, and could not make my purchases. No willingness to discuss, to look at my store card to see that I was such a regular, or to explain their situation.
The message suggested by staff, security and the manager was ‘the customer is wrong if we say so’.
I’m someone who’s never stolen in my life. I was escorted out by security and treated – well, as though I’m a robber. I was quite shaken, and I still am quite stunned and enormously disappointed that a customer could somehow be treated in this way and at levels up to manager treated as guilty.
I sent the company a complaint with my optimum number encouraging them to look both at my purchasing history, and the amount that not having me as a customer will be costing at this location.
I am enormously offended and humiliated that this happened to me in my community, appalled by how these incidents have been handled, disappointed that an earlier customer complaint was completely ignored, and so enormously frustrated. To be clear – I have never stolen anything in my life. I have been a very regular Shoppers customer, and am known to be an extremely honest person in my career and my charity work.
I feel that I have been accused of a crime I didn’t commit, verdict and punishment with just the humiliation and no recourse.
It’s awful business, and it is not fair.
Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.
July 16th, 2012 at 7:51 am
Shoppers Drug Mart
550 Kerr St.
My wife has been ill and needed something from Drug Store
I went into store at approx. 6;50 am
Went to aisle, reviewed products, and selected what I wanted to purchase
Went to cash no one present
Called several times for attendant, no one answered
Started to look down aisles
Eventually short male (Pharmacist described him & called him Jeff) appeared.
He was glaring at me for calling out to get a cashier.
While he was glaring at me I asked where everyone was?
He told me that it ”was none of my business”.
I responded that I was a customer and I could have walked out.
He said perhaps you want to tell my boss?
I said sure, that was a good idea
He then called or paged someone on the telephone and he refused to process my order.
I said I am here for a reason to get this, can you allow me to pay for this while we wait?
No way, at this point he is glaring at me.
I stood there for a minute and said “I am going to see the pharmacist to get this sorted’
He said fine and “fuck you” when I walked a way.
I went to the pharmacist and he apologized when I told him what happened.
The Pharmacist told me the name of the rude clerk and gave me the card of Tomas Rydstrom. He said that he was in charge and that I should give my complaint to him.
Time on my bill was 7:05 am
When I went back up to the front of the store Jeff was standing with a co-worker.
They were glaring at me. I indicated that I would deal with his rudeness later.
He and his co-worker both were yelling at me (sounded like obscenities)
His coworker yelled out loud, “we only do that for stupid lazy customers”.
At this point I stopped and repeated “stupid lazy customers”???
I then left the store.
Do they have video camers?
August 27th, 2012 at 9:32 pm
Today i had a horrible experience at my local shoppers drug mart. A perfume i wanted was on sale so i was debating whether to buy it or not, so i was carrying around in the store and i decided i had too much perfume and didnt need a new one so i put the perfume on a different rack. An employee picked up the perfume and followed me around the store with it, i felt uncomforable and told my sister to buy her razors and lets leave. Then the lady came to me and said i saw that you were going to steal this and you are lucky im not calling the cops on you and to get out. I was trying to explain to her i was just holding it and put it down but she didnt let me talk and kicked me out of the store. Then her and another employee cornered my sister and told her that i stole this and they caught me and it was on camara (which was a complete lie because i did not steal it and they did not catch me doing so) and they snatched the razors she was aboyt to but out of her hand and kicked her out too. It was very embarassing and everyone stared at us. They told me never to come back and that i was banned. It was so stupid that i got accused of theft, since when was a customer not allowed to walk around the store with an item? Also stealing is only if you walk out of the store with a not purchased item, which in my case was not true since i did not leave with a not purchased item. I will not be going to shoppers anymore
September 23rd, 2012 at 7:07 pm
Shopper Drug Mart
120 st, Nordel Way,
I also found Shopper Drug mart service is very poor and un-satisfactory. I always recommend if it is possible, buy products from other stores than Shoppers Drug mart. Why to go for there for any kind of shopping. They nigher have fair prices nor they give good service.
I went to their stores only couple of times. I never bean accused of any theft like you but I found their service and way of treating customer is not good.
I went to the store to buy some medicines which comes in packages. To give packaged medicine they wested my one hour and they charge over $10.00 for service charge. $10 service charge is just for westing one hour of customer.
The only solution to this is that we all should stop going to Shoppers Drug Mart for any kind of shopping and start telling our experiences to our friends and in our communities.
September 26th, 2012 at 7:41 pm
What a Horrible experience. Unfortunately I am not surprised. You really need to send a formal complain to Head Office. No one needs to be treated so disrectful. Infact someone needs to be Fired for the way that was handled with you! I Live In Red Deer, Alberta and at one of the shoppers in the village mall ( store # 2415 ) there is a young guy who works there and he has a real temper also. I have heard him be so rude with customers & staff, His name is Eddy and i avoid him, it has gotten so bad that when he is there , I just turn around and walk out. Makes you wonder how some of these people even get hired, when they have no concern about treating others with respect. Shoppers drug mart is going down hill yet their prices keep going up.
January 4th, 2013 at 12:22 am
I have had all kinds of similar things happened, I have going in there. Once after i payed for my purchase, the older clerk waved the receipt up in the air and asked me if the back I was taking was mine. It is one thing after another. I have someone in the back asking the man behind me if he was there first. I had another older clerk in the front ask the whole line up if I was really there first. The last one was two clerks yelling at me calling me rude, at a time when I had bronchitis and was trying to complete my purchase while one clerk was fumbling with the cash register. The last one I was shaken up for about a week, partly because i depend on that store. I will never go back in there again. Oh another time one of the clerks almost stepped on my ear phones. They seem to hate their job and seem to take on people who go in there alone. I have filled out those surveys too, and complained to head office, then the store owner apologizes to me, then I go back it is never better.
January 4th, 2013 at 12:27 am
I have had all kinds of similar things happened, I have stopped going in there. Once after i payed for my purchase, the older clerk waved the receipt up in the air and asked me if the bag I was taking was mine. It is one thing after another. Once I had someone working in the back of the pharmacy asking the man behind me if he was there first. I had another older clerk in the front ask the whole line up if I was really there first. The last time I was there two clerks yelled at me calling me rude, at a time when I had bronchitis and was trying to complete my purchase while one clerk was fumbling with the cash register. The last time I was in there I was shaken up for about a week, partly because i depend on that store. I will never go back in there again. Oh another time one of the clerks almost stepped on my ear phones. They seem to hate their job and seem to take it out on people who go in there alone. I have filled out those surveys too, and complained to head office, then the store owner apologizes to me in writting, then I go back it is never better.
November 17th, 2014 at 8:07 pm
on 17th nov 2014, I visited the shoppers drug mart at 4429 Kingsway Burnaby BC V5H 4T6 which is near my house. I had to take a selfie with a perfume product for my marketing assignment in class. The whole time, the staff including the manager acted like i was there to shoplift. I myself work at a bank and have worked at many retail stores and never once have encountered such an experience. It was so humiliating and insulting even after I explained that it was for a class project. You guys need to train your staff on better customer service because this is unacceptable behaviour. I will NEVER visit that location again even though it is 2 mins from my house and I almost shop from there every week.
If I am not allowed to take pictures, that is fine and I understand the store policy. But they said it was completely fine and still just stood there and acted like I was there to steal
seriously get your act together. I am going to share this experience with all my friends and family.
November 27th, 2014 at 1:29 am
Dear Galen Weston
President Shopper Drug Mart
My Name is Eduard Lozano, I’m customer of this Stores for more than one year, I like the store and products, I have my Optimum Card.
Today at 3:49 PM I went to the store located at 5230 Sundas St. West, Etobicoke, On,M9B 1A8 and I saw the Supervisor or assistant Manager (Small guy,Black,straight hair,look that Indian Guy( With all respect to Indian People)put a customer out more worse that a dog. I really do not know what happened, but was not for robbery,Maybe was discussion with some employee and this Supervise or assistant told him do not come to this store any more, also said the cashier that if he come again that call him to kick him out. He said it is Private Store and could do whatever he want. That Supervise or assistant lacks human relationship, abuse of the Power and unknown the consume right. I consider the President should be order a investigation about it, also I think person like him should not be in this position.
I hope the President Gale Weston or the General Manager solve this problem for no happen to nobody here in Canada. We are in the Country that respect the human been and we have a monument about it.
Sincerely,
Eduard Lozano
November 27th, 2014 at 2:55 pm
Eduard Lozano the incident that I saw and put beforein this blog, happened at shopper Drug mart on 5230 Sundas Street West, etobicoke,On,M9B 1A8. it was in November 26, 2014, at 3:49 PM, when the Supervisor or assistant Manager treated very bad to a customer, with disrespect and more worse that a dog kick off.
January 23rd, 2015 at 8:41 pm
Shoppers Drug Mart – Buying 5 tooth brushes is violation of their term leads to Account Cancellation
Our Optimum account plus years of accumulated Optimum Points is cancelled, the reason we were told that buying 5 tooth brushes is a violation of their terms, it exceeds its the household limit or something.
Long story short, we bought 5 tooth brushes in a purchase back in November 2014. Then sometime in December we found out our Optimum account is deleted when we called for other concerns.
There was no prior email, letter, or phone call informing us about the cancellation. We waited for more than a month before we were told that BUYING 5 tooth brushes is prohibited and our Optimum account is closed.
February 9th, 2015 at 12:55 pm
I also had a very bad experience with them. I wish to file the complaint.
February 10th, 2015 at 7:19 pm
After reading most of these comments, I am struck by a couple of things: 1. People can’t write properly, which is very disturbing and 2. these people sound like the type who are always looking for a fight and waiting to be offended. I can just imagine how rude they are to sales associates over the smallest matter. Try to spend a day dealing with customers like you, and you’ll be singing a different tune.
I have been a customer of Shoppers in St Catharines, Ontario (Port Plaza) for over twenty years, and I can’t think of an occasion when I wasn’t treated with respect and professionalism. There may have been one or two associates over the years who were less than friendly, but I always received good service. I find it telling that many of the complainers here, claim to be have been “loyal”, long term customers yet, based on one bad experience are so quick to cry foul, call-out specific individuals by name, and basically demand they lose their jobs.
April 24th, 2015 at 2:14 pm
You did commit a crime its called mischief you could have been prosecuted if you puut it back and left the store. As a LP I have arrested countless people for this crime.
June 17th, 2015 at 4:15 pm
Jon you have no clue do you?
you said:
“You did commit a crime its called mischief you could have been prosecuted if you puut it back and left the store.”
First it is NOT a crime to take an item and leave it at the store. That is NOT mischief. I am a lawyer and can tell you that you are full of crap my friend. From the criminal code:
Mischief
430. (1) Every one commits mischief who wilfully
(a) destroys or damages property;
(b) renders property dangerous, useless, inoperative or ineffective;
(c) obstructs, interrupts or interferes with the lawful use, enjoyment or operation of property; or
(d) obstructs, interrupts or interferes with any person in the lawful use, enjoyment or operation of property.
Secondly you have to PROVE mischief. In Canada we are are innocent until proven guilty. Maybe in your little imagination its otherwise but not in reality.
not only would the person NOT have been prosecuted for putting an item back and not buying it (ie for whatever reason–people change their mind about a product etc) but you and the store could easily be prosecuted for criminal harassment. A store (“private” or not) must follow the law of the land and cannot have its policies overrule the law.
you then said: ” As a LP I have arrested countless people for this crime.” —Nonsense. Here you are clearly lying and if you ever attempted that in my presence I would make sure you would regret such an action. If you are in earnest I would request you put your full name and store in this post and I will find out about the people you have confronted. Please note if I find that you have wrongfully held people then I will get a class action lawsuit against you. I dare you to put your info here. By the way mine can be got but clicking my name (leads to my law website).
do it jon make my day
June 17th, 2015 at 4:17 pm
or if your too slow in understanding how links work my address is:
James Law, 2646 St Clair Ave E, East York (Toronto), ON, M4B 3M1, Canada
June 17th, 2015 at 4:22 pm
PS I had a case a few years ago with an LP store rep like you and the judge really let the store rep have it he said: “taking an item from a shelf and putting it back on another shelf elsewhere is to be expected when you run a retail business and is part of the typical retail operation experience as customers often are fickle or change their minds.” He fined the store and the accused had the last laugh.
June 26th, 2015 at 1:07 am
Taking an item and putting it on another shelf is not mischief its ‘changing your mind’. You’re lying Jon.
As an LP myself I can tell everybody you are NEVER arrested by police but some LPs like to lie to people and scare them.
The truth is you are only arrested for actually shoplifting. Please do not listen to people like ‘jon’ He is lying.
July 1st, 2015 at 10:05 am
Changing your mind about an item and putting it back on the shelf does not constitute a crime. Property was not damaged or made inoperative. There is no obligation to purchase a product once touched
Mischief as defined by the Criminal Code:
430. (1) Every one commits mischief who wilfully
(a) destroys or damages property;
(b) renders property dangerous, useless, inoperative or ineffective;
(c) obstructs, interrupts or interferes with the lawful use, enjoyment or operation of property; or
(d) obstructs, interrupts or interferes with any person in the lawful use, enjoyment or operation of property.
July 18th, 2015 at 11:12 pm
The people in here need to do some serious self reflection and soul searching and cut out the self entitled attitude. I was mistreated blah blah blah shut the fuck up and grow a pair.
June 12th, 2016 at 8:05 pm
I went into the Shopper Drug Mart on 879 Marine Drive in North Vancouver, BC to return two sets of the products (Electronic Nail Care System Pedicure) that I was not satisfied.
I was not sure if I could return them as both items – one package was open, and one without package. So I called customer service at this number 1-800-746-7737 and explained my situation about the package missing as well. I was told that I could return them with receipt.
I went to this location 879 Marine Drive in North Vancouver on Sunday June 12, 2016 at 12:30 pm., the supervisor named “Alex” informed me that he would refund the one with package but not the one without package. I explained to him about my conversation with customer service on the phone who told me I could return it but he said it’s like an opened box pizza that no one knew where it came from. I showed him the receipt which clearly show the two sets were bought on the same day in same receipt. He carelessly told me ” sorry, I am not gonna take it. You can come back tomorrow to talk to the front manager” and he walked away!
I was absolutely stunned with the way he handled this simple transaction. I could see that the other staff who assisted me earlier felt sorry about his action to me as well but nothing she could do because he was her supervisor. I was really disappointed by this service of Shopper Drug Mart!
July 11th, 2016 at 1:54 am
I was in Shoppers last Friday with my eight year old sister myself being under 17 as well we browsed abit and I added things to my cart (I have OCD,Anxiety and Autisum) I second guessed what I was buying a lot I then noticed that since I had walked in I was being watched the same thing had happened a week ago when I had Coke I brushed it off and went about my Bussiness constantly getting asked if I needed help. I found a mascara I might like but the tester wand seemed flat so I asked an acsosiacte about it then decided not to purchase it and put it back where I found it. I then went to check out and was paying for my things when the Cosmo counter lady came up and asked where I had put the mascara so she could put it back I told her where I had found it and she asked to search my bag infront of the whole checkout line and cashiers I let her as I had nothing to hide and she searched it saying they had seen me shoplifting last time (Last time I had 3 sisters with me an 8,9 and a nearly 2 year old) and had been watched the moment I walked in (I was wearing jeans,blue sweater that was form fitting and a shaved head the second time a baggy green sweatshirt and jeans ) I was humiliated and I quickly payed and left fighting back tears I called my parents who were shocked an appalled I now can’t go into a SDM my hands shake I look terrified and I speak so quietly and I hate it but I keep looking over my shoulder in stores now.
September 22nd, 2016 at 5:32 pm
I have worked at a Shoppers Drug Mart in Winnipeg that is nice to customers for the most part but horrible to some of the staff. The only Shoppers in the city that has a union that offers only dental work.
The manager that works at the post office acts like such a nice person and even makes you feel like you are doing well but then the next moment she would humiliate me in front of customers and try to push my buttons whenever she could. She is the store manager’s best friend so when I attempted to tell her what was going on the manager blamed me and made up lies. After that I knew I couldn’t get her to understand the situation.
The girl working with that manager previously warned me that this manager has lied about her to the store manager and would humiliate her too but I assumed that it was just exaggerated but it wasn’t. That same post office manager while I was working with her had lied and humiliated a Pharmacy Technician that I knew well. She worked very hard but clashed with the post office manager so after a while she transferred stores because of her.
I worked in what I call hell for 2 years because I was told that the post office job was temporary and when there were hours available I would be able to transfer to the pharmacy because it was my passion. It never happened because of the manager lied about me. Called me racist when I couldn’t understand a certain accent a customer had, pushed my buttons often and when I would eventually blow up she made sure that it was heard about.
Some staff members were loved. I understand that they have issues and problems but so do I. They were able to call in sick or not even show up as they please, do as little or as much work as they wanted. I would cover the shifts because I cared and for the extra money but it became clear that I was going nowhere with this store. I attempted to move to another store but she made sure I couldn’t because of the way I gave my notice to her: I gave it in to the store manager the day after the post office manager left for vacation and gave my shifts away for when she returned otherwise she would have made my 2 weeks hell cause that is exactly what she did to the previous girl.
There is much more to this story but long story short this experience has been traumatic and I am still recovering from it.
November 6th, 2016 at 7:58 am
I hate shoppers. They will sell you anything and give sick people the wrong prescription amd they know it can kill that person or otherwise harm the seriously.
I just came from there 5 minutes ago where a security guard followed me around then stopped behind me and surveyed my pockets. I was close to punching him.
I’ve shopped there for 20 years or more amd they still do that although I dony steal. Its very offensive and man to man, it’s a challenge I may take them up on one day.
March 22nd, 2017 at 6:25 pm
I have to shop at shoppers because there’s nothing else open late.
When i go in at 1 am security follows me all over yet the staff have know me for years. One day I’m going to punch the crap out of the migrant security guard that follows me.
I don’t steal.
Also, the owner of that shoppers on osborne street in winnipeg will sell anyone drugs from his pharmacy even if he knows it may kill his customer.
He is like a drug gangster.
His name is Curtis solmundson.
He is disgusting like any drug pusher.
March 25th, 2018 at 11:09 pm
I have been buying my stuff at
Shopper’s Drugmart and I was
suddenly banned today and
I don’t know for whatever reasons.
I was told to leave the store.
It was embarrassing that I was ready
to purchase the items I wanted when
I was denied. The store clerk and
the Manager with the security guard
told me to leave without explanations.
I did not have any physical or verbal
abuse but I don’t know why? Around
8-9 months ago, I believe I commented
on their poor quality of service and
they don’t like it. And now why I was
let to shop in this store in the last 3
months without any problem but only
today I was banned in my comment
of poor quality service? I ask excuse
and I apologized today but still I was
stop and I was not able to purchase
items from this store. I demand discrimination
because I was told not to go and buy
to this store but to go to other stores.
It is frustrating to be a customer and
my rights were violated as Canadian.
Sincerely,
Mr Anonymous
May 23rd, 2019 at 9:22 pm
Shoppers Drug Mart in Chestermere, Alberta is refusing to refund my money back. Their reasoning was that the bill was too big.
My sister and I went to Shoppers Drug Mart in Chestermere on Wednesday, May 8, 2019. We bought 19 items of Biotherm product worth $834. The cashier asked if it’s ok if she combined everything in one bill. We said that’s fine for one bill. We came home, we see the bill and realize that we didn’t get the benefit of Biotherm products points for combine bill. Shoppers Drug mart had this promotion with Biotherm products. If you purchase $100 and more, you will get 20 000 bonus point. If we had split the bill into separate $100 bill, then we would end up with 160 000 extra points. That’s alot of extra point we miss out on. 160 000 points is like $160 extra money in point.
So I went back on Friday, May 10, 2019 to ask them to split the bill into separate bills. The sale representative said that she cannot do separate bill unless she do the refund and then re-sell it and she’s not allow to do the refund for that big amount without manager approval. She ask me to come back the next day.
I make another trip the next day and talk to the Beauty Boutique Manger, her name is Alexandra Kennedy. She told me she won’t do the return for this because she ACCUSED me of buying the product for wholesale. I told her how can it be wholesale when I bought the product at regular price which other customer can buy from another cosmetic store in Canada. I don’t understand what’s the point of me buying the product at regular price and resell it at regular price and why would anyone buy it from me at regular price which they can get from any store plus they have the store guarantee for product satisfaction. She told me no one buy 5 of the same product. I was like really? so you won’t sell to anyone if they 5 of the same product?? I ask her, then if I buy 3 or 2, would you sell them to me? It was so ridiculous trying to talk some sense with her. She even told me that she’ll call the police if I don’t get out of the store. I feel so insulted since I have money to buy and I am being kick out of the store.
I drove to Calgary Shopper Drug Mart and bought exactly the same products and they do exactly how I want my bill to be split. I got the products with the extra bonus points.
She told me to talk to the front store manager, his name is Todd Mosely. I call him on Monday, May 13 in the morning at 8:30am. At the first sight of hearing my voice, he ask, you are the BIOTHERM PEOPLE. It sound not very professional but I try to get my reasoning to him but he wouldn’t listen. He start yelling on the phone and tell me that he will not do the refund. He said that they are not allowed to sell that big bill to customer. I told him if you do not allow to sell that big bill then your sale representative shouldn’t have sell it to us. I told him that she is your store representative and I trust her and he told me that he fire the sale lady that help us because she sold too much money to the customer and he will not be responsible for her action. Does that make sense to you if you hire someone or train someone and they did a mistake and you go tell the customer that you will not be responsible for your sale representative action? It is not my problem if you fail to train your employee properly. It is his responsibility for all this.
l feel really bad for her for getting fired for trying to introduce to the customer new products and helping them and bringing sales for the store. I am very upset and feel insulted because he wouldn’t let us explain our story to him. He just jump into conclusion the first moment he heard our voice and he will not refund the money back. I just don’t understand. It’s in their return policy. I have the original receipt and all the products are brand new and unopened and it’s within the 30 days return period.
Is there anything I can do? I have never had such bad customer service. I would not expect this from a manager & front store manager.