ComplaintsforLoblaw Companies Limited

• Initial Complaint

  17/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased several fragrances online from Shoppers Drug Mart on May 13 2024 by redeeming optimum points for a portion and paying for the rest. The fragrances were purchased as gifts for family, so I was devastated when I saw they arrived damaged. When I contacted customer support and provided photo proof, they said they will process a refund, however I had requested a reshipment for 2 items (**** *******, *** *** *****). Additionally, this refund amount was not reflected on my account. Therefore, I am requesting that they kindly provide me with a reshipment of **** ******* 150ml and *** *** ***** 90ml.

  Business response

  23/07/2024

  Hi there,

  Thank you for reaching out.

  We will be reviewing and contacting you regarding your concerns.

  Regards,

  *****
  Specialist, Customer Support & Escalations
  Customer Support CoE
  1 President’s Choice Circle, Brampton, Ontario L6Y 5S5
  T : ###-###-#### ext. ******
  
  

• Initial Complaint

  23/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On March 28/2024 I received an offer from PC Optimum for Shopper Drug Mart. The offer up front for 100, 1000 or 10,000 points. That wasn't the issue. On the "offer terms", there was a section that stated "A minimum of 20,000 points is guaranteed for qualifying purchase". I checked with many employees at Shoppers and no could tell me what that meant. They were confused and suggested I called PC Optimum. I did right away and talked to Shivani for 25 min and she could not tell me and aked for me to take screenshots and email it to her. Email sent Mar 28/24 @10:27 AM. Later that day I received an email stating they are doing further investigation. On March 30/24 , I sent them a copy of the receipt to prove it was within the time frame of the offer. On April 05,24, I asked for a follow up. On April 06/24 still being investigated. On April 11/24 I get an email stating that according to my receipt, I got the 100 points. This was NOT the question I had asked originally. I emailed them back and asked them to look at the screenshot of "minimum 20,000 points..." ***** **** ********* *** *** *** I simply want those 20,000 points or give me a very valid reason why that was stated on the terms. This has been 12 days waiting for an answer to my original question. It was also posted on ** ********* on March 28 with still no answer.

  Customer response

  23/04/2024

  I got a call from Loblaws a day after the BBB complaint was sent. They have taken care of the complaint and I told them that I will put resolved when the response from Loblaws to the BBB has been done. 

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sunday, March 24 I went to SDM to use offer $3.49 for 6 pack ***** *** 4, Only 2 registered at correct price other 2 registered at $3.99 Spoke with manager, said could only do something if I had proof on cell phone. I do not have cell phone, manager informed me to call 1800 number., which I did on Mar 25. Office of 1800 would only give me 2000 points, & not the 7000 points worth I should have been given ******* *** ** ** * ******** **** ** ******** ********* **** ** **** ** ***** ********* *****  40 minutes with the office, 20 minutes with SDM store. The offer was 2 day offer, office closed on Sunday & on Monday the offer was no longer in my computer or on there system. The same day Mar 24, offer of 1,500 from ** ****** was also missing, but because was on system I was given 1,500. but, because SDM offer of 2 days was gone I was not awarded the 7,000 points

  Business response

  05/04/2024

  We had a similar complaint/request to apply the Price Accuracy Code. We reached out to the RCC (Retail Council of Canada) which manages the Price Accuracy Code and they advised the following:

  Loyalty Program pricing is not taken into consideration with the code. The customer wouldn’t be able to claim the code on a product that has a special member pricing.
  

  We apologize for any misunderstanding or inconvenience regarding the Price Accuracy Code.

  Customer response

  05/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:  the advertised price was not given,  ********* ** *** ******   The manager of store unable to assist me, because I dont have proof on cell phone.  Look below you sent me offer again 2 weeks 

  later.  ** *************** *** ***** *********** * ******   Optimum points is not a new software,  it continually makes  errors.  **** ** ***** *********** * ******  ***** ** ***
  
  Sincerely,
  
  **** ***********

  
  Pay $3.49
  ,
  Any Carbonated Beverages 6 x 710mL - Limit 4
  ,
  Limit: 4
  .
  Hide details
  Available Tomorrow
  Start Date: Saturday April 6th
  End Date: Sunday April 7th
  Good for: Any Carbonated Beverages 6 x 710mL (Limit 4)
  Offer terms: Offer expires after one use and cannot be used on subsequent transactions. Product availability may vary by store. We reserve the right to limit quantities. Taxes applicable on the purchase amount after discounts. No cash value. No adjustments on previous purchases. Can’t be used with any other points, promotions or offers.

  Business response

  15/04/2024

  When the member only pricing did not apply the customer contacted our PC Optimum team and they applied PC Optimum points to cover the difference. The $2 in points applied more than covered the $1 (50 cents x 2) of the two products that scanned higher than the member only pricing.

  If the customer has concerns over the Price accuracy code policy not applying, we recommend the customer reach out to the Retail Council of Canada to voice her concerns.
  

  Customer response

  27/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:   the optimum is not a new system,  it is a system that continues not to register points **** ** ******   ***** ****** ** * ********* ******** **** ** ******* ** * ***** ************ ****** *** ******* ***** *** ******* * ******* ** *** ******** ** ****
  
  Sincerely,
  
  **** ***********

• Initial Complaint

  20/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On February 20, 2024, I contacted PC optimum to resolve a points discrepancy. At the same time, I decided to update my email address ** * *** ******** *** ** ***** ** ******** ******  The agent assured me that although I had to open a new account because I no longer had access to my previous email, as per their protocol, the merger would take place while I was on the phone and everything would transfer to the new account, including offers, points, etc. When he was almost finished, he said he was unable to complete the merger as there was a PC Insiders account on the old profile which had to be removed through escalation to a different department. After that, I called back PC Optimum twice over the span of a couple weeks, but still the issue was not resolved. I then contacted PC Insiders on February 29, and case#******** was created to be resolved within3-5 business days. I have called back two more times and the issue is still not fixed. It has been almost a month and I can’t access my over $200.00 in points, and as well, my offers are not as good because it is a new account, ** * ** ****** ****** *** ***** ***** ***** *** ******** ******* ***** ** ** ********* ** ****** *** **** **** **** ** ******* ** ******

  Business response

  12/04/2024

  Thank you for bringing this to our attention and we apologize for the inconvenience. We are working with the customer to have this matter resolved.  

  Your patience is appreciated.

  Sincerely, 

   

  Customer response

  12/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Although the business is working with me to resolve the situation, a solution to the issue has not yet been found, nor has any compensation for the issue been discussed.
  
  Sincerely,
  
  ******** ****

  Business response

  29/04/2024

  Thank you for your patience.  We have resolved this matter with the customer who now have full access to their PC Optimum account.

  Sincerely, 

  Customer response

  09/05/2024

  
  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

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Feb 23, midnight 3 am I visited Pharmaprix **** ****** ** ** **** *** ****** store for a prescription of total $697.36. I paid 3 doses of vaccine for $641.61 and the pharmacist said I could reserve anytime for injection. I reserved the injection on Feb 27 11:30 am, reservation number ******. First, the pharmacist on Feb 23 did not reserve the vaccine for me at all. They denied my injection on Feb 27 11:50am. They said they can ask for a refund if confirmed I did not get the vaccination already. Second, after they confirm this, they ask me to bring the receipt, but when I came back just after 20 minutes on 12:20 pm, they said the staff handling this left already. Third, their computer shown that my vaccination cost $192 per dose and in total would be $576 but they charged me $641.61. I came back on 4:20 pm asked for a refund on and they refused as well. Forth, on Feb 28 12:30am I called their number on **********, they do not answer the phone for 1 hours 33 minutes. While waiting, I called with another line and reached the floor supervisor and ask if he can walk to the pharmacist and ask him to call me back because this serious issue, he **** ** ***** ******** *** refused. I was hanged up twice on 2:02 am and 2:05 am. He refused to give me his name. * ****** ** ************* ** *** **** *** ******* *** *** ******** ** **** *** ****** I demand a refund because no service was rendered for my prescription. I also request a $100 or 100,000 PC point compensation for this incident, that I have to go to the store 3 times wasting over 2 hours 20 minutes plus waiting on the phone from 12:59am till 2:33am because they wanted me to contact the night shift to clarify this, *** **** ***** ********* ** ******* ******** *** **** **** ****** *** **** ***** *** **** **********

  Business response

  11/03/2024

  Our apologies for the patient's experience.

  That said, in Quebec the Pharmacist must manage any incident conversations directly with the patient.

  As a result, we cannot further discuss or assist in this matter.

  Customer response

  11/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The company had my phone number, email and address, and they did not communicate with me at all.

  Sincerely,
  
  ** ****

  Business response

  25/03/2024

  Our apologies the pharmacy did not pick up the phone or that the regular store staff did not assist. We recommend the customer go to the pharmacy and ask to speak with either a pharmacist or the store owner (by default the head pharmacist as you have to be a pharmacist to own a Pharmaprix Franchise) to discuss their concerns directly.

• Initial Complaint

  30/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I Have 1 digital and 1 physical points card. My issue has been escalated case # ******** (with no call back or resolution and the case has been closed) I am attempting to determine what the points amount was on my physical card (***************) however the card was closed by PC and I was not notified and points were not transfered to my digital card (*******************) . I keep receiving emails saying that my account was modified and no customer service agent is able to explain or help me. Thank you

  Business response

  07/02/2024

  The customer's original Optimum card is already merged with the customer's current PC Optimum account.

• Initial Complaint

  29/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Dec 1st, 2023, I saw a gift card promotional points offer on the PC Optimum app. The offer doesn't limit the number of transactions. (Full screenshot available; not stating 'limit x transaction(s)') I made two transactions but only received the bonus points for one of them. I contacted customer service and was told the offer is one-time only and refused to honor the bonus points. I submitted a ticket to PC Optimum. The Case Number is ********.

  Business response

  02/02/2024

  ******** 150,000 PC Points were added to cx account and customer was emailed to advise 

  Customer response

  02/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The uploaded pictures showed two transactions. Case#******** is regarding one of them and already solved. Now I am talking about the other unsolved receipt/transaction I didn't get the points as descripted, of which the case# is ********.

  Sincerely,
  
  ****** ****

  Business response

  13/02/2024

  case ******** - 150,000 PC Points have been added to customer account for second transaction 

  Customer response

  21/02/2024

  
  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

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my extreme dissatisfaction with the services provided by PC Express, particularly in relation to my recent order *************** on December 31, 2023. On the aforementioned date, I placed an order with PC Express and was given an estimated delivery time 12 to 1 pm. I allocated three hours of my time to ensure I would be available to receive the order. However, to my dismay, no one contacted me regarding the delivery. I had to initiate contact with the store on two separate occasions to inquire about the status of my order. It is unclear whether the fault lies with the delivery driver or elsewhere within the company's operations, but the end result is the same - I did not receive my order. After a frustrating wait, I finally received a call from the store informing me that they would cancel the order and refund the amount. Much to my dismay, upon checking my credit card statement, I discovered that I had been charged $39.85 for a service that I never received. This incident has only compounded my disappointment with PC Express, as I had previously purchased a membership for $99.99 plus tax for the year. Throughout the past year, my experience with PC Express services has been consistently subpar. I have encountered multiple instances where orders were missed, and I have been charged incorrectly, necessitating a visit to the store and discussions with the manager to obtain refunds. In light of these ongoing problems and the most recent incident, I am left with no choice but to file this complaint with the Better Business Bureau. I believe it is essential for PC Express to rectify these issues promptly and improve the quality of their services. I request that you investigate this matter and ensure that I receive a full refund for the $39.85 charge that was made for an undelivered order. Furthermore, I am looking to cancel my PC Express membership right away and get refund for the unused part. Thank you and I look forward to a resolution.

  Business response

  22/01/2024

  Good evening, 

  This customer has been contacted several times and has not responded to our attempts. Upon review we do see that the order was sent out for delivery twice, however returned to the store both times as the customer never connected with the driver despite attempts. The $39.85 charge that the customer sees was the charge for the order when it was sent out for delivery. The customer was refunded in the amount of $60.38 to compensate for the inconveniences. Despite not being able to directly connect with the customer, we have left a voicemail and detailed email stating the same information. 

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Every single freezer item purchased at this location is freezer burnt and tastes disgusting. It would be one thing if one item but every item from your freezers is freezer burnt. Very disappointed. I want a refund on frozen items also confirmation to address this issue.

  Business response

  23/01/2024

  Our PC Express team has reached out and they are currently trying to make arrangement to connect with the customer to address their concern.

  Customer response

  24/01/2024

  Complaint: ********
  
  I am rejecting this response because: they have not called, they were supposed to *** *** *** *** *********

  
  Sincerely,
  
  **** *****

• Initial Complaint

  20/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Case # 17383175 We purchased a brand new pair of ***** Earbuds from Shoppersdrugmart.ca on Nov 27 2023. They are defective, one ear bud does not work. We reached out to ***** the manufacturer on Dec 4. The day they arrived. In an online chat, a rep at ***** instructed us that the warranty expired and the product in question appears to be refurbished. They also told us Shoppers Drug Mart is not an authorized ***** Dealer ************ **** ***** ********. We tried exchanging the earbuds in a local Shoppers Drug Mart in Peterborough on Dec 5. The cashier instructs us she can’t exchange them without a manager’s approval. We called the store manager the next day on Dec 6. The manager, Tanya, refuses to exchange them because they were not purchased in store and told us to call the 1-800-Shopper number. We phoned that number. The rep told us we can exchange them at any Shoppers Drug Mart (as the website states) ***** ******* ** ** * ***. We ask to speak to a supervisor, we are told that the supervisor is unavailable and will contact us the next day. The phone call never comes. We then followed up with them each time there was no phone call on Dec 7, 8, 11, 12 & 13. Dec 14, a supervisor finally phoned (not at the requested time) and left a message saying to contact the manufacturer. Which ***** is saying they appear to be refurbished with an expired warranty. Shoppers Drug Mart keeps putting us in circles with no one resolving our issue. **** ***** **** ****** It appears Shoppers is selling refurbished products as brand new without warranties and without *****’s authorization. They are refusing to exchange a defective product in store. And then you can’t get ahold of anybody that can do anything from their 1-800 number. I seek a resolution that includes exchanging the defective earbuds in store as advertised and appropriate compensation for the inconvenience caused. Thank you for your attention to this matter. I look forward to a prompt and satisfactory resolution.

  Business response

  16/01/2024

  We are sorry to hear about your experience and for the inconvenience caused.  Arrangements have been made for the customer to do an exchange in store.

  Sincerely, 

  Customer response

  24/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The earbuds was not exchanged for the exact product we purchased. The compensation they offered wasn't satisfactory for the weeks of time and effort to get a replacement product (6 weeks in total). I did not appreciate the condescending attitude of the manager at the store that was forced to do the exchange. There was zero follow up by Loblaw after the earbuds replacement, so we could address our concerns. The new earbuds we received has a warranty ending on October 21st, 2024. Only a nine month warranty?! And zero paper work was given to us. Terrible customer service from top to bottom. They don’t care about their customers. We will never shop there again!

  
  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. ↩