ComplaintsforShoppers Drug Mart
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Complaint Details
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Initial Complaint
12/07/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Dear BBB, I am experiencing a problem with Shoppers Drug Mart located at Richmond Centre over a Product I purchased on July 1, 2022 and brought back to the store for return / refund on July 4, 2022. For privacy I will leave some of the details of the Product description out of this message, however Shoppers Drug Mart are fully informed to all the details related to the Product and return. The Product is not a drug or medication, but rather considered a devise. I have spoken with the Pharmacist, 1 customer services persons by phone and exchange email with a third customer service person on the subject. However I have been unable to receive adequate resolution to the issue which would be a full refund for the Product. There is more information which I am unable to fit in to the box, so I save the text as PDF file and attach below. **** ***Business response
25/07/2022
Dear BBB,
I acknowledge that I have received the refund request from this customer, however I have explained to her that we do not take refunds back for prescriptions. In her complaint, she mentions that this is not a medication and that it is a device. It is true this is a device, however it is a device that contains a medication and releases it over time. We cannot take prescriptions back due to the Pharmacy Operations and Drug Scheduling Act Bylaws (PODSA). Furthermore, our refund and exchange policy clearly states prescriptions as exclusions for returns. Please see our policy here. https://www.shoppersdrugmart.ca/en/refunds#:~:text=If%20you%20are%20not%20completely,purchase%20for%20a%20full%20refund.
She had purchased the prescription and then had her appointment cancelled. Unfortunately, after it has left the pharmacy I have no way of verifying how this product was stored or if it was tampered with and I am legally obliged to not return this product. Therefore, I cannot guarantee the safety or the efficacy of the medication. As such, I am unable to take the product back and provide her with a refund.
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.