Shoppers Drug Mart

In my recent shopping experience, I encountered a significant issue with the cosmetic staff. I initially inquired about special deals, and I was told there were none. However, upon returning the next day, another staff member informed me about family and friends' deals that had taken place the previous day.
When I brought this to the manager's attention, her response was quite dismissive. Instead of addressing the communication lapse, she insisted I should have checked the app when I said I forgot to check it.she said, “We could not babysit your phone”!
This lack of transparency and customer service left me disappointed and frustrated. I hope this feedback helps improve the overall customer experience.

High quality drugstore…2 floors…excellent pharmacy + professional pharmaceutical staff…large beauty/perfumes/skin essentials section…
Main floor also supplies you with all your grocery needs.
A key destination in the Park Royal Mall!

Returned a pretty expensive cosmetic ($700 ish) which was not opened.

The staff took it from me, unboxed it, used it a bit and set it a side as opened returns.
I got my refund, but figured out because they get to buy them at lower price later, they open the package to say it was unpacked and is un saleable.

I want to share a bad experience I have had with Ali Pharmacist. Ali answers my questions very rudely and does not try to solve the customer's problem at all. He gives negative answers to every question I ask. I am a customer of Shoppers in West Vancouver. I am happy that I can get my prescription from Shoppers, but Ali was trying to not give me the medicine, he was asking the assistant in front of me, why are you giving medicine to this lady, because he believed that I am not a customer there. Also, when I asked him why I bought this medicine from Costco last time, it was 100 $ cheaper, he yelled very rudely and answered, you better go and buy it there next time! He did not try to help me to use the insurance policy. When I called the Costco pharmacy and asked my question, the Costco pharmacist politely helped me and said that the “STI”prescription would be covered and we sent everything to Shoppers. I called Ali again. I called and explained every conversation I had with Costco, but again Ali rudely answered that it is not possible. I asked again why? And what is your suggestion and how can you help me? He replied rudely again, tell the Costco pharmacy to call me, it's your only way! But it was Ali's duty to call them and asking, Ali is always angry with me and I even saw him talking bad to some other customers. When Ali is there, he stresses me out with his negative energy when he answers me.

The Worst experience with the beauty specialists. They were SO rude, so racist, and so unprofessional. They had no knowledge about their own policy! I wanted to return an item, they would not return it for me because I purchased it with my friend’s discount. Never going back again to deal with such a racist attitude!

This is the best pharmacy in Canada because of its leadership and pharmacists. Mr. Greg Hood, Matt, and pharmacy team are extremely kind, respected professionals and exemplary humans. I'm a person of color. We have never never seen racism in the 22 years of being a customer. We have never been followed by security. Why? We don't steal.

Worst experience i’ve literally ever had in public, my friend and I we’re having a little shopping spree at Park Royal, Probably one of our favourite malls around Vancouver, and after a while my friend had put down the pimple patches she had grabbed near the entrance and we continued through the store. After about a minute, i had the feeling we were being followed by multiple people so we decided to just leave. And of course as we go to walk out, the security guard tells us we aren't allowed to exit and to come with him because his co-worker SAW us steal, which we did not, And he makes us wait near the cosmetics section to get said co-worker (box-dye blonde hair, maybe mid to late 40’s, shorter, lots of makeup with lashes on, VERY rude and was acting almost “cocky” about the situation like it was funny to her). They both return with the same accusations so we proceed to empty our pockets and offer to empty our bags as well as explain that we just set the item down in another isle, which is a VERY common thing for customers to do, not necessarily the nicest but it happens, and since we were quite uncomfortable about being followed we obviously didn't want to stay in the store any longer than we had to (I want to add we are both young 20&18year old girls alone in the city so being followed is never a nice feeling for us) and they continued to refuse to let us show them our bags and just kept saying we stole. While this was happening another young girl approached us and told us this happens quite often here to her and the security guard proceeded to tell the young (probably 14year old girl) to and i quote “f*ck off”. Long story short they were refusing to let us leave, Lying to our faces saying they saw us steal and when they finally let us just SHOW THEM where we put the item and proving them wrong, AND stating that the way they handled that situation was completely unprofessional ESPECIALLY as we are former retail workers who also have experience in dealing with theft (my friend actually used to work at a Shoppers and is therefore trained the exact same way they should have been) instead of maybe i don't know apologizing for their mistake and being absolutely the most rude people i've ever had the dishonour of speaking to, they proceeded to get way too mad at us for not putting the item back, when again this item was taken from a shelf near the front door and set down no less than an isle away and this entire scene happened near the exit and we were uncomfortable and just wanted to leave. This was completely unprofessional and unacceptable, these employees need to be properly trained or fired because this should not happen this often and after reading other reviews we clearly aren't the only ones having problems with these employees, they definitely shouldn’t be even more disrespectful when proven to be completely in the wrong. Neither of these employee’s had name tags on that we could see to get names to report unfortunately but hopefully after a little investigating you guys can figure out which if your employee’s are harassing your customers. Im sorry this had to happen because we will now be avoiding that Shoppers probably forever and im sure we aren't the only ones:/

Appalling. The pharmacists were not only rude but racist as I am a nation member. They would not fill my medication as I was in the midst of an asthma attack. I’m pretty sure than refusing to offer support to a person in need is against the law, but more importantly unethical. As a medical professional myself, these pharmacist’s should loose their licence is they don’t care for the well-being of people in need. I’ll be reporting this to a higher level jurisdiction

The associates for the regular check out are exceptional. The specialist in the beauty boutique however are very impatient and come off as rude. I continue to use this location however because it is right by my work. I hope the cosmetic associates go through some retraining to improve upon this issue. I have gone here around five times in the past couple months and with an exception to one of them, the other four specialists are very challenging to deal with.

These reviews are obviously written by angry consumers who don't get their way.
I've had nothing but outstanding service from the Cosmetics department time and time again. They're friendly and always willing to help! My family and I love this store!

Pharmacist went above and beyond to fill an emergency prescription today. So grateful. I think her name is Vivian. She has a short silver haircut and glasses. Thank you so much!

️‍️Always welcoming staff…friendly and knowledgeable…clean bright and well spread out over 2 levels…$$$sales often make for worthwhile “shopping”…convenient hours…visit this location!

Greg and the Pharmacy team are always so helpful, polite and very efficient in filling our family's prescriptions. Thank you Greg and Pharmacy, keep up the good work everyone.

Horrible experience for COVID-19 testing in this location. I booked online 9 DAYS IN ADVANCE from my travel date. They never called to book my appointment and 4 days before traveling they finally called me saying there were already fully booked. They lied, saying they called me before and left a voicemail, which was not true. So much unnecessary stress, very bad customer service. I then chose a different Shoppers location (further from home) and they called me right away to book my appointment.

This location is unprofesional when it comes to trying to schedule Covid travel testing. They just put you on hold leaving you there for 20 mins till I hung up.this has happened for two seperate work trips. Well done team! Now to travel to the Granville branch from the north shore because they are professional!

Well, I am having the same issue as everybody else apparently. I should have come to check these reviews first. I paid for a COVID-19 PCR test through FlyClear and was notified that Shoppers would call with an appointment time. You know where this is going. They never called.

So basically their grift is they take your money and hang you out. This is so unacceptable. Nevermind that this is just a straight up scam, but they jeopardize people's flights/vacations/visits to ill family and they potentially lose thousands of dollars and the opportunity to see sick family after years of separation due to COVID.

So ridiculous, so shameful. Of course, to add insult to injury, when you call the customer service line, they don't answer.

DO NOT BOOK A COVID TEST WITH THESE PEOPLE. GO ELSEWHERE!

Shopped here for years.
But ever since the old store manager left all the new associates are rude, mean, and just plain nasty. Especially the ladies working cosmetics when you come in it’s so unwelcoming, they talk about you right in-front of you when you walk in, they slammed the gates behind me when I walked in because they were closing in 15 minutes?
I’ve officially changed my prescriptions and everything over to London Drugs due to the treatment I get at this location and I’ve shopped and picked up prescriptions here for 10 years never again, never had a problem with anyone in the pharmacy but I feel horrible about myself as a person in this store because of the ENTIRE staff. Especially the ladies at the boutique as you can obviously see from everyone else’s reviews.
I have worked in customer service my entire like and I have NEVER treated someone so nasty that they feel horrible about them selves just walking around. Horrific customer service and just unkind mean people in general. Have 0 idea how this staff is even capable to run or how you find this many horrible people.

Tried booking with Lifelabs and received an email from Shoppers that they would get back to me asap. It's been 4 days and nothing. I tried calling, can't get through. Wish I checked the reviews first.

Guess I'm not the only one with this problem. Paid for a covid test. I travel Thursday. Their test takes 48 hours and you can't get tested more than 72 hours before travel. That means you really only have a 24 hour window. Well, my clock started ticking 40 minutes ago and nobody has called me to book. I am a professional and my calendar is already booked up with work. What the hell kind of garbage system is this? Thanks for the stress guys. Can't even phone to ask about it because, after a good 50 attempts, their phone is ALWAYS busy.

If I could give a negative star rating, I would. Even 1 star seems overly generous. Went online and paid for the Outbound International Travel PCR test for COVID screening on October 11 for a November 7 travel date. Filled out the ridiculously complicated, poorly designed applications assuming that I would be contacted as I had faith in LifeLabs and Shoppers Drug Mart. I selected this location and was sent an email and a text confirmation that someone from the Pharmacy team would be contacting me for a time slot to come in for the test. I spent hours and hours trying to call to no avail. The phone just rings and then loops through their messaging system. Finally yesterday, we decided to drive to PR SDM and see if we could confirm the test in person. We get there only to be told they are double booked for Thursday and Friday which would be the window for our tests. The pharmacy assistant was kind and clearly frustrated with the system and how poorly it was administered. What I don't understand is how they can take a payment and leave a customer hanging for something that is a mandatory travel requirement! It is easier to get a NEXUS card or book a flight than to get a COVID test. Such a poorly run system. It would be awesome to be advised that the pharmacy selected is not accepting bookings during the test window needed so alternative arrangements can be made. Hands down fail Shoppers Drug Mart. Your name is attached to this program so you should be accountable for it failures.

*DO NOT* get your Covid test for travel here.
It takes 1 minute to take your money and information but when it comes down to scheduling a test or getting a reply, gooooood luck.
The service is atrocious at best.
Their process will guarantee to leave you angry and frustrated and no closer to a test result.

Terrible pharmacy staff. Extremely rude and disrespectful. I’m not usually the type to write these reviews, but I was blown away by how unprofessional they were. I can honestly say, one of the worst customer experiences I’ve ever had.

Same experience here, booked 3 days ago, I need to to the test on Monday and never got a call. You call their number and nobody reply

My name is Jae Yoon. I paid for PCR Test on Wednesday, October 20, with my wife, Song Yoon. I have to go Korea on Tuesday, October 26. I am checking at every 5 minutes but I haven't received any message from Shoppers D. M.
At least they have to let me know the time available. If they can't test they need to let me go any other place available ASAP. Today is Saturday, October 23. Not so many days left. Please let me know if available or not on time.please. Very frustrating.

1 star is flattering, it's really a 0 star experience. Just not the place to get your pre-travel COVID test. They are flat out incapable.

PCR Test Scam on 802 Main St, West Vancouver, BC- Park Royal Location.

I have reserved the date and paid my PCR test through the LifeLabs with Shoppers. Received a confirmation text and said they will contact me to book the time. They never called, they wouldn’t answer the phone so I took time off from work and went there in person a day before the actual appointment. They were super rude, said they were busy and they don’t have time and this is my problem. The pharmacist manager, was SO disrespectful, calling me name and saying in front of everyone that, it is my fault for booking late. I booked few weeks before and based on my experience with other shoppers they were suppose to call themselves.
They weren’t helpful, and didn’t even tell me I can go to website and see if an alternative shoppers have availability…. Last minutes…, I wasn’t the only one, there were people in front of me getting the same respond.
They take the money from life lab, pretending they do a test but they bail. As a traveller you just have to go to other places, pay again and do it in rush to make your flight.
I’ve booked through life lab with two other shoppers location few months earlier and everything was smooth but shoppers at Park Royal, West Vancouver BC…. IS SCAM with an unbelievable rude pharmacies manager and irresponsible store manager

Incredibly frustrating experience booking pre travel covid test. Was told that I would be contacted with an appointment, which didn't happen. Had to sit on hold for hours to finally talk to someone, who just put me on hold again to talk to someone else to schedule it. When scheduling, all of the info that I had already put into FlyClear had to be reiterated to the person, so why did I provide that information in the first place? Absurdly awful, inefficient, and will absolutely not come here or any Shoppers Drug Mart in my life ever again if I can help it.

The beauty boutique staff are absolutely useless. They have no knowledge and are super rude and condescending. Management is not great as well. I have no idea how this place is able to run. I wish I could give no stars. All beauty boutique members should be replaced.

This review is for the pharmacy in particular Kara. She is condescending, interrupts, does not let the customer talk, and is rude and ridiculing. Definitely not an asset to the pharmacy staff.

Rude staff at cosmetics section! I was asking for the prices of two perfumes, after she gave me the prices she just walked away maybe thinking I can't afford it because I'm a Filipina with baggy clothes! She didn't even wait for my decision if I'll buy it or not! I worked at a retail store but never have I ever treat customers like this! I bought it anyway! Beware of that Persian lady!

Continuing to have poor service at mail counter. We get parcel notifications on internet and we go check mail box and nothing is there. We finally asked at the counter and asked the staff to go look in the back. Sure enough our parcels had been sitting there for who knows how long. People have sent us stuff but we don't get it even when they track it.just goes missing!

The postal service is the slowest ever.since this newlady took over.every week at least 7 in line up. Rude as well.

I was there for a medical consultation.first time the pharmacy technician Mr. Ali helped me in a professional way, so accurate, fast and kind and in the second time pharmacist " Shahab" helped me very patiently and I really got the solution of my difficulty. I really recommend these guys if you need a medical help.

Store with 2 floors.helpful staff.when you can find one that wants to assist you. At least if I look long enough I can find stuff. Pharmacy staff was very helpful.

I'm so disappointed in Shoppers, every time that I buy something from it, I see other stores selling those items at far lower price, thenithen it's the last place I would buy things from. Maybe that's the reason they don't do price matching.

I went there just today for buying Castor Oil and Argan oil for my hair on top floor, one of them was leaking and the Ladies who's name is Jackie saw me when I'm checking the lids to realize which one is leaking she told me in really bad behaivor and style that you CANNOT open these lids and test them, and many thing in really bad way, but I really don't test them.
Maybe they can hire people with more experience in customer service that was awfull. But others staff was nice and friendly
I said the manager as well and he apologize.

Horrible employees I’ll be sure to never go back and very un professional especially any of the people that works in the makeup section. I do not recommend.

Called into the pharmacy for information on a refill on an RX that is expired. I was informed that I would need to see a doctor to get another one and that's no problem. I was referred to a website called getmaple.ca to talk to a doctor online but its a pay for service at $50 just to talk to a doctor. We have MSP here for a reason even if it's no charge to us directly we still pay for it out of our taxable income so why would I want to pay even more money to speak to a doctor when I already pay for msp through my taxes.

During these difficult times its sad to see people trying to make money off of others needs like this.

Shame.

Been there so many times as it is close. I am such a patient person but seriously the cashier's are not trained enough. Today I asked the young guy that came over to give the second authorization for and so I asked him if he could stay 10 more seconds. He was very rude and told me that he's in a bmood.adi don't think he needed to share that with me. Where and when did good cuz service stop?

You guys buy staff from Pro Mark? I left I resigned because I was seeing garbage sweeps in to bags and sold all shoppers ‍️. That is not healthy! Floor food supply sugar etc ‍️

I was able to obtain my package from the grasp of Canada Post once more, but not without its challenges. Mr. Butler managed to antagonize my wife and I all the while making everyone in the store uncomfortable with his ROARING yells and his PERCUSSIVE 2 handed slams on the counter with every demeaning syllable under the claims of "procedure". Funny how I was in the right but still had to fight to get my property. Classic. Big thanks to the head of Pharmacy who aided in resolving Mr. Butler's understanding.

The pharmacy staff there is the best I’ve encountered. Cathy has been very patient and proactive in coming up with a solution to a tricky problem for me. Thank you!

Because I had turned her down earlier on a recommendation for an over $100 moisturizer, the young woman (whom I had asked for help again for sunscreen) told me go upstairs because that's where their cheaper selections are. When I proceeded to tell her that I'm willing to spend a bit extra for the sunscreen, she still seems very reluctant to help and simply pointed me to a counter. I understand that she works for commission, but I feel like I was judged and disregarded for not wanting to spend too much on a moisturizer. In the end I had to ask a different sales associate for help and she was much more helpful.

I have been going to the pharmacy here for a few years. In the past year the level of competence has seriously degraded. They messed up one of my prescriptions and caused me severe pain and suffering, and not a single apology. It’s pretty close to dealing with robots as the staff is extremely rude and arrogant. Again, they messed up a prescription and their response to my telling them I will never be back: “fine”. Never going back again, highly suggest you look for somewhere that will deal with issues like professionals.

My boyfriend and I were screamed at by a worker!

We arrived three minutes before closing to grab popcorn and leave, they had already locked the doors before their schedule closing time. My boyfriend notifies the young female worker that there is three minutes left and she kindly opened the door for us. He says thank you and tells her we are just grabbing popcorn and that will be all.
An older woman with salt/pepper pixie short hair very loudly complains to the younger girl about our presence in the store. As we are walking towards the cashier to purchase, she screams at me “Come on! Hurry up! Let’s go! ” and then immediately runs away behind the cashiers grabbing her signage and papers aggressively while slamming them down on the countertops, as if she hasn’t expressed her anger enough.
I said to her, “Wow, that was very rude of you. ” as she kept backing up avoiding our gaze and conversation, pretending to look very busy. She completely ignored us calling her out for her disrespectful behaviour.
After getting into our car, she dropped her “busy” signage and papers and immediately went to the younger clerk, clearly complaining about us as she kept pointing at my boyfriend and I as we left. I felt more sorry for the younger clerk, having to deal with such a short tempered, unprofessional and unhappy woman.

Farzam, the cosmetics staff was wonderfully helpful and nice. He was so special and made my purchase so memorable by giving an awesome customer service. He was so friendly and very professional.

Shoppers drug mart staff are very friendly and knowledgeable, the store is big clean and bright. Plenty of stock available

It is great to having shoppers in Park Royal it is open for the late hours, it is very helpful to have it that late. Supervisor of the Pharmacy he is a great guy very friendly and polite and very knowledgeable.
I feel so comfortable when I am dealing with him.
It is my favourite Shoppers Drug Mart.

Horrible Shoppers. It’s spread out on 2 floors, where the elevators take forever to come and there are way too many stairs to get to the second floor. Parking is always full in the lot out front during the day.