ComplaintsforRite Aid Corporation

Pharmacy

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Initial Complaint
10/18/2023
Complaint Type:
Service or Repair Issues
Status:
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.
When i was checking out my items at Rite Aid the cashier name ****** was extremely rude to me. She refuse to put my items in the rite aid bag and said that she is not my slave. I am a regular customer and deserve to be treated with respect. Every other cashier always place my items in the bag during check out. I feel this is unprofessional. Also when I ask to speak to the manager, he was not receptive to situation and did not address my concerns. The employee by the name of **** however intervein and checked me out and was respectful. This lady should not be working at Rite Aid dealing with customers. This happened at store # ***** at ********************** in New York City around 10:40pm on Tuesday October 17, 2023. I have attach 2 pictures of the person who refuse to check out my items and bag it. Again ****** should not be working at this store for how she treated me as a customer who did nothing to her.
Business response
10/18/2023
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 3 business days.
Initial Complaint
10/06/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I was trying to make a payment to my ******* Bankcard and I never had use Rite Aid before to make payment I told the cashier that it was not a ***** *** Card and she told me to just push any button to see if it go's through and I did just that and she told me it work so I hand her my moneys she told me to check my card in 20 minutes my money should be there but that never happen so I look up the reload and it was a EBT web site so on the next day on 10-05-02023 I go's back to get my refund and I was there for over 3 1/2 hours waiting to get my money and after all that waiting I still couldn't get my moneys back from them it been the longest 2 days of my life.
Business response
10/10/2023
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 3 business days.
Initial Complaint
10/05/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This complaint is regarding RITE AID PHARMACY in port orchard, wa. I had my regularly scheduled 6 week apt with my doctor on 9/11/23 in which I was present when she called in a antibiotic RX for myself and my daughter. Because my daughters apt was first she left a message for hers, then a seperate message for mine. I ended up getting sick with Covid so it wasn’t until 9/22 I followed up with the pharmacy after not receiving a text from rite aid. When I spoke to them on 9/22 I was told they have nothing new for me or my daughter. That same day I messaged my dr asking them to fax the pharmacy again I also asked her to send a new prescription for a antihistamine that I hadn’t had filled in months because I had severe hives from Covid. On the 9/27 I received a text from Rite Aid saying that the prescription for the antihistamine was ready to be picked up. I went to pick it up on the 29th and ask them about the previous antibiotic prescriptions for myself and my daughter. I informed them it would’ve been sent at the same time that they received the prescription for the antihistamine. They again said they had nothing new, and couldn’t tell me when or how they received the Rx for the antihistamine. I immediately left there and called my doctors office and the office assistant refaxed the antibiotic prescriptions again for myself and my daughter. I also verified the fax number with the pharmacy and the office assistant. Even though obviously it was correct because they received the antihistamine prescription. On 10/2/23 I called Rite Aid and was told again they have nothing for me or my daughter. At this point, I am crying on the phone because I have been waiting for three weeks for antibiotics for the both of us. Of the people I’ve dealt with this pharmacy tech I spoke with on the 5th was the most helpful as I think it was quite obvious I was distressed. She informed me they could fax something to my dr and request the prescriptions. They have yet to be filled
Business response
10/10/2023
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 3 business days.
Customer response
10/10/2023
[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
09/29/2023
Complaint Type:
Delivery Issues
Status:
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.
Order#******** This order was supposed to be delivered to me today.It was prepaid.I'm waiting all day here for my medicine.Thjen i get a text saying the order was returned to the store.Why?So they can cheat me out of $33.00?Unacceptable..There's no reason why this was not delivered.Npw I don'have my medicine.Rotten service.
Customer response
09/30/2023
One of the prescriptions I very much need,has been sent back.Sumatriptan.I paid for that prescription,and now I'm without it.Delivery was nevder
even attempted.I'm ill,so it is difficult for me to get to the pharmacy,
Business response
09/30/2023
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 2 business days.
Initial Complaint
09/29/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The Rite Aid pharmacy never answers their phone. I have lived by this pharmacy for at least 5 years and it’s extremely difficult to get someone on the phone. I have chronic asthma and am in constant need of a refill of my emergency inhaler. 90% of the times I have called in the past 5 years, the call goes unanswered and I am forced to go in person to the pharmacy just to request that my refill be fulfilled. I have a 2 year old child that is sick and I couldn’t get someone on the phone earlier this week to get information about the antibiotics he needed to get better. Today (9/29/23 at approximately 12 pm) after calling several times throughout the morning and being on hold for over an hour at one point, I was able to speak to a pharmacist about refilling my inhaler. I asked to speak to the pharmacy manager to bring the issue to his attention and he simply stated they were short staffed and there was nothing that could be done about it. He was very rude and did not provide his name. He not once offered an apology nor was empathetic in any way. This is unacceptable.
Business response
09/30/2023
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 3 business days.
Customer response
10/01/2023
[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
09/28/2023
Complaint Type:
Product Issues
Status:
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.
I purchased items on Rite Aid.com. *** misdelivered the package and settle the lost package claim with Rite Aid. Rite Aid says they are not responsible. *** says they are not responsible. I have paid for items I did not receive and want my money back.
Business response
09/28/2023
We are very sorry to hear about your recent experience with your online order. This order was shipped in two separate package, Tracking shows, with photo evidence, that the first package was delivered to the address that was entered at checkout. Because of this, we are unable to process a refund for the missing order. As for the second shipment, we see that a claim has already been made with USPS, and it is currently in progress, so we are unable to assist any further at this point. We recommend that you contact your financial institution for assistance filing a dispute.
Business response
09/28/2023
Order was shipped by us and by third party vendor. We declined the refund because package was delivered to address listed n the form. In addition, order is split shipment. 2 different carriers (****** and ***) and from 2 different places (us, and third party vendor). The chances of customer not getting either one is suspect.

Also, customer filed a claim with *** (for the third party order) and its in progress. Customer has to wait until that claim is resolved

Customer response
09/29/2023
I am supplying the *** CLAIM DETAIL for the lost package claim that clearly states "Package Search Complete- Package Not Found".
I am also attaching an image of the package in the lobby of an unknown address.

Customer response
09/29/2023
Despite proof that *** misdelivered the package, Rite Aid has not refunded my money. They also make accusatory claims that this was an evil plan of mine to steal from them. I have attached proof that I tried to locate the delivery address and package on my own.
UGH... what a bunch of *********.

Business response
09/29/2023
Thank you for providing this additional information. However, this claim is still in progress as the findings have not yet been received by Rite Aid. Once the details of the investigation are forwarded to us, we will be able to assess the lost package and offer a refund, depending on the result. We truly apologize for the difficulty that this situation has caused.
Initial Complaint
09/25/2023
Complaint Type:
Service or Repair Issues
Status:
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.
My complaint is with the Rite Aid Pharmacy. My Oncologist submitted a prescription on 9/12/2023. As this pharmacy requires you to call in to speed up process, they do not answer their phones to get the process rolling. I called 4 times 9/20/23 no answer. Called 9/21/23 no answer and finally got a person to answer. She said it would be ready 9/21/23 for my chemo appointment and would put a rush on it. When calling them to get vital prescriptions, and you call multiple times, they keep lines busy so you can not get thru. I have documented how many times calling to get thru. 9 times one day and suddenly lt was busy. Tried calling the main customer service line @ ************** could not get complaint handled. Bottom line, to this day 9/25/23, I still do not have this vital prescription for chemo that sent in 9/12/23 by my Oncologist. This needs to be investigated as I know other people are having the same issues. The resolution is fixing this as it hurts people that need vital prescriptions. I know they are short staffed but this is hurting people not filling vital prescriptions. I will gladly forward any more information that I documented showing my phone records trying to get thru. My prescription was submitted 9/12/23 and still do not have this medication. They need to fix this situation. It is an important one.
Business response
09/27/2023
We are sorry to hear about your recent experience at this location. To assist further, we would need more information. A representative from the Customer Care department will be reaching out to you for further assistance.
Customer response
09/29/2023
[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: ********

I am rejecting this response because:
They stated someone will contact me by upper management to confirm what they are doing with this situation. No upper management has contacted me. I did receive email stating they would have upper management contact me. But has not happened. Until then, I have to reject as there has been no confirmation how they are handling this important complaint.

Regards,

*********************************
Business response
09/30/2023
When a concern is forwarded to upper management of a Rite Aid location, upper management has a timeframe of 3 business days to contact the customer. This concern was forwarded to upper management on 9/28/23. This means that they will contact you on or before 10/3/23. We apologize for the confusion.
Initial Complaint
09/22/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Order #********* I never received one pack of *****s paper and the ****** Disinfecting Wipes - Crisp Lemon, 75 ct and I'm missing a refund for the item I returned which is the ********** GentlePlus Flushable Wet Wipes - Aloe and Vitamin E, 42 ct, 4 pk. I would like a refund of the 3 items to my original form of payment.
Business response
09/25/2023
We are sorry to hear about your recent experience with our online store. After comparing the weight of the ***** package upon arrival to the weight the package should have been, we concluded that one of the ***** Bath Tissue - 1000 Sheets Per Roll, 18 pk was missing, and a refund was processed on 9/7/23. However, the weight of ***** package was correct for the remaining items and we were unable to issue a refund for them. We apologize for the difficulty that this has caused. For further assistance with this matter, please contact your financial institution to file a dispute.
In regards to your return, please be aware that it can take 21-30 days for a refund to be processed, from the date that the return was shipped. Our records show the return package was received by USPS on 9/5/23. This means that you will receive the refund for this return by 9/5/23. We apologize for the confusion surrounding this process.
Customer response
09/25/2023
[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: ********

I am rejecting this response because: The weight doesn't determine or assure me everything was included in the package. Please send me proof that everything was shipped inside the package such as video surveillance and photos of the items inside the package. The item I returned weight a lot so it can also be confused that due to its weight the other item was included.

Regards,

********************
Customer response
10/12/2023
I still haven't received my refund for my return.
Business response
10/19/2023
We apologize for the delay in processing the refund for your return. A refund of $ $11.96 was processed on 10/16/23 for the returned ********** GentlePlus Flushable Wet Wipes - Aloe and Vitamin E, 42 ct, 4 pk.
Customer response
10/20/2023
[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
09/18/2023
Complaint Type:
Product Issues
Status:
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.
I made a purchase for Charcoal Tablets on July 18th. I didn't use the product and went to return or exchange it within 30 days. I have proof of the transaction in a a text on my phone. The store would not return or exchange the product and had me call their support company that confirmed they would not return it. I called Rite Aid corporate office and they tell me a supervisor will call, nobody has called me and I have had to call again and again. They sent me a Report showing my return history on which there is only ONE return ever. I just want my $15.16 cents returned and I never want to shop here again. I asked to speak to a supervisor today while I was on the phone and I was told the only thing they can do is create yet another report and Today the rep hung up on me. This is the worst customer service I have experienced in a very long time. I want Rite Aid to send me a check for $15.16. Rite Aid Case # ********
Business response
09/19/2023
We are sorry to hear about the difficulty that you have had attempting to return this item. Unfortunately, since the return has been denied by The ***************, we are unable to issue a refund. For further assistance with this matter, please contact The *************** by calling **************.
Customer response
09/19/2023
[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: ********

I am rejecting this response because:
I brought the item back to the store within 30 days. I had proof of the purchase in a text on my phone from my credit card company showing the date and the purchase for $15.16.
Not allowing me to return, or exchange the product in less than 30 days is poor customer service. I do not receive poor service like this from anywhere else I have chosen to be a customer.
I have proof that I purchased the product. The product was unopened and in perfect condition.
The agency that they are working with, the ***************, does nothing but back up there. Poor customer service.
This is not acceptable business practice and this is not a store or an organization where I want to continue to spend my money
It would be so easy for them to return the $15.16 to make the customer happy and they just wont do it.

Regards,

*****************************
Business response
09/20/2023
We truly apologize for this situation. Unfortunately, it is not possible to issue a refund without the approval of The ***************. Please contact The *************** by calling **************.
Customer response
09/20/2023
[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: ********

I am rejecting this response because:
The *************** is a company contracted to Rite Aid to tell people No.
The *************** is another reason why doing business with Rite Aid has been a terrible transaction. They don't have solutions, they aren't there to make the customer happy, they aren't there to provide a $15 refund.
All around, this is awful customer service. Its a business out of integrity with their customers. Its a business with unethical business practices.
I have proof of purchase. Its a $15 item. I have only returned some thing to this company one time ever.
Regards,

*****************************
Initial Complaint
09/12/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have a medical condition ( irritable bowel syndrome) which makes me need to use the restroom with out notice, I was shopping at rite aid in Ferndale when an episode came on and I need the restroom immediately! They denied me access which caused me to mess my pants I was so embarrassed, sad confused I could not get out of the store I peed all over! I am 65 years old and a paying customer! I feel I am at the very least owed an apology!
Business response
09/14/2023
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 3 business days.
Customer response
09/16/2023
[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,

*******************************

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