ComplaintsforLondon Drugs

• Initial Complaint

  19/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Transaction on their online store on August 12, 2022. I have been charged twice for a purchase. The money has not been returned. Contacted them, no resolution was found. Was told it would be returned in 3-5 business days, time period over and no fund returned.

  Business response

  20/08/2022

  The customer's online order was split into two parts when fulfilled. London Drugs captured $34.49 and the $90.48 equaling $124.97 in entirety.

  Date: Aug 12 3:03pm Amount: $34.49
  Type: Capture Status: Captured
  Transaction ID: ************
  Response Code: *** Response Message: APPROVED * =

  Date: Aug 12 12:09pm Amount: $90.48
  Type: Capture Status: Captured
  Transaction ID: ************
  Response Code: *** Response Message: APPROVED * =

  There were no other funds captured. There was an initial pre-authorization that was to hold the order in queue but that would have dropped off when fulfillment captures took place.

   

  Thank you.

• Initial Complaint

  29/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Order # ******** Order Date: July 16,2022 My price match request with Costco.ca (first attachment) was rejected for the ***** ** ****** Blood Pressure Monitor sold to me by London Drugs(second screen shot) After reading their price Matching Policy(third screen shot), I cannot find a valid reason being disallowed the price match. This is very misleading since at the top of the their policy webpage it says Our Guarentee" I tried contacting London Drugs through phone/Chat/Email multiple times to resolve this issue but they refused (see fourth screen shot for email sent) A good business practice is not to pick and choose when you want to follow your policy, the policy should be set in stone and followed no matter what to retain customer satisfaction I was expecting a refund of $45.28. Thanks, **** ***** *** *** ****

  Business response

  29/07/2022

  We will reach out to the customer and offer a 50.00 as a one time service gesture, this will cover the difference of the price match. 

  Thank you Bubby 

  Customer response

  29/07/2022

  
  Complaint: ********
  
  I am rejecting this response because: there is a $75 minimum for free shipping from London Drugs. I would rather they simply follow their price match policy and credit me the difference in price plus tax please 
  
  Sincerely,
  
  **** *****

  Business response

  29/07/2022

  Please be advised a 50.00 dollar coupon code has been provided plus a free shipping code, which means the customer does not have to spent 75.00 to qualify free shipping. They can purchase anything for 50.00 and then enter shipping code to have the item delivered for free of charge. Bubby 

  Customer response

  30/07/2022

  
  Better Business Bureau:

   

  Initially the $50 code did not work, but this morning I tried it again and it worked. I would've preferred to have had the difference directly go back on my credit card, but this will do. I placed my order just now using the $50 voucher and free shipping.
  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  18/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a ** *********** ***** laptop from London Drugs on 2/2/22 which cost me $672.54, pay before i pick it up. they don't have it in store that day, I was told is in the other store, they will call me when is ready for me to pick it up which they call after 2 days so I pick it on 2/5/22. When I found out that there was a little dot on the screen of the laptop when I open the package I taught it was nothing serious after some days find out that I can't see anything on the laptop screen and is not broken but ink is inside which I took back on 2/11/22 after I notice the defect, I complain to them, they collected the laptop and promise to look into it. after a week they call me that I have to fix the screen with $650. I told them I can't do that because I have not really used the laptop, they told me, they can't do anything about it again. since then the laptop has been with them and never say anything about it anymore, which I call the head office severely they kept transferring my call to the new Westminster store where I purchase the laptop. I don't know how BBB can help me out of this situation. I spent a lot of money to buy this laptop for my course because my old laptop is giving me problem. this is 5 months not heard from London drugs. Is either they refund or replace my laptop.

  Business response

  29/07/2022

  We have included a image of the laptop that received impact damage while in the customers possession, our tech had a look and it not a software or a hardware issues its a impact damage. 

   

  We are waiting for the customer to let us if they would like us to go ahead with the repair, cost for repairs are roughly around 650.00. We are unable to refund or exchange the unit since impact damages are not covered under warranties .  We will reach out to the customer again to see what they would like for us to do with the unit that is sitting at our store.

  Thank you. Bubby 

  Customer response

  30/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:the impact is inside the laptop. The manager or whoever are not sincerely.
  
  
  Sincerely,
  ****** *****

  Business response

  03/08/2022

  The Store manager will reach out to the customer and we will offer a refund. Thank you.  

  Customer response

  03/08/2022

  
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  12/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for * ***** ******* with London drugs. My order number is ********. I tried to cancel my order immediately after, and only one item shipped so I was told to wait for it and return, which was not an issue. The item is stuck in transit. The item has not moved in transit since December 14th. I asked London drugs to start a claim to investigate the package, and they refused to do so. I called ****** ****, the shipper and started an investigation myself. Thee investigation concluded the package was lost, and the next course of action is to ask London Drugs to file a claim in order to get my money back. I told London drugs this, and forwarded the email to them. London Drugs told me that they cannot file a claim and that ****** **** will update me. I called ****** ****, and they told me London Drugs was *****, and that they need to file a claim in order to get the money for the lost package. I have all of these email which London drugs is blatantly *****. Additionally, I have asked for a manager almost every time that I have called and was never transferred to one. I was supposed to receive multiple call backs and emails and never received any. ****** ***** ** ******** ** ****** The ****** **** tracking number is **************** and the ****** **** service ticket number is **********

  Business response

  12/01/2022

  We will be looking into this and get some answers from ****** ****. We tried calling ****** **** to open a ticket and we were told they already have a ticket open by the customer, therefore another one is not needed. We emailed the customer letting them know January 10th what ****** **** had said.  We will update once we get an answer from ****** ****.  Bubby

   

   

  
  
  
  
  

  Customer response

  12/01/2022

  
  Complaint: ********
  
  I am rejecting this response because: I don't not know why London Drugs feels the need to open another ticket for investigation when ****** **** is saying that London Drugs needs to open a claim for a refund. I am extremely unclear the confusion on your end .
  
  Sincerely,
  
  **** *****

  Business response

  12/01/2022

  We do have a process when ****** **** have not delivered the package, we open a ticket with ****** **** to investigate, ****** **** then do their work and get back to London Drugs to let us know whether the parcel is delivered or deemed as lost.  We will then do the refund if its deemed as lost. 

   

  Bubby has spoken with the customer and she will be looking into this deeply and get back to the customer by end of day tomorrow as promised. 

  Customer response

  12/01/2022

  
  Complaint: ********
  
  I am rejecting this response because: I have emailed London Drugs a concluded service ticket where ****** **** deemed the package as lost. 
  
  Sincerely,
  
  **** *****

  Business response

  13/01/2022

  The number ******** for the * ***** ***** that's in transit by ****** **** since December 14th is now refunded, ****** **** is still investigating at this time to locate the watch and will get back to London Drugs January 19th with an update.   

  Customer response

  13/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:Why wasn't this effort put into getting the watch to me in the first place
  
  Sincerely,
  
  **** *****

• Initial Complaint

  16/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I placed an order with the ******** (order ***********) on December 6 for a customized 14x11 Center coil Calendar (English-26 pages). Total paid online was $43.67. It was ready for pickup December 16 and I picked it up that day. All of the photos in the calendar are of someone else's family. The only photo that is correct is the first and last cover page. The calendar days are filled with their kids birthdays and other dates that are important to the family. My photos and personal information went to another family. I called the branch (Langley BC) and they did not even apologize and just stated that unfortunately it was human error and there is nothing they can do about it. This was supposed to be a Christmas present, and they could not even guarantee that they can have this fixed by Christmas. They said they will try to put a rush on it but cannot guarantee anything. This is completely unacceptable. It took me hours to compile the photos and create the calendar ensuring to have everything submitted in time to get it by Christmas. Not to mention the privacy issues. It is clear they did not even bother to check the order before indicating it was ready for pickup.

  Business response

  17/12/2021

  
  We are looking after the redo of the incorrect calendar at our Gifting Lab. We will have it ready for tomorrow and it will be delivered to Store 18,Langley. Meghan the Photolab Manager, on Sunday, Dec19th, will call the customer to let them know it has arrived and is ready for pick up. We will refund her for the original calendar and have requested that the customer brings back the wrong photos she received so we can shred them. The new calendar will also be at no charge. 

  Customer response

  21/12/2021

  
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  13/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered 4 blenders from them on Black Friday deals. They said limit 4, so I ordered 4. They didn’t let me pick up all 4 even though the store I selected had more than 270 units. I understand as they need to keep for other customers. I went to the store & pick up 1. 4 days after, they emailed me that my delivery order was cancelled. I told everyone that I got them 1 blender for Christmas. Now when the Black Friday deals are all over, they said that they can’t ship as they don’t have any stock available. Why did you sell when you don’t have enough stock? I don’t think this is how you do your business. Now I don’t know what to buy to replace these gifts as all Black Friday deals are over.

  Business response

  13/12/2021

  Called customer and we have found 1 unit of the Blender, this is being transferred to the store of customer's choice, she will pick up and pay at store the Black Friday price, 39.99. 

  Bubby 

  Customer response

  16/12/2021

  
  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.
  
  Sincerely,
  
  *** ****

*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. ↩