ComplaintsforRite Aid Corporation

• Initial Complaint

  07/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  today - 7/10/2023 no copay - most of the time as they bill my insurance and my copay is $0.00 for many prescritpion STOP Auto filling any and all of my prescriptions -

  Business response

  07/11/2023

  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.  

• Initial Complaint

  07/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In May,2022,I received an automated receipt for purchases made @ a rite Aid store in Bristol,NH. I had previously lived in that area 3 years prior, and at the time of the receipt was and am currently a resident in Michigan. I sent a letter to the store in question and to corporate office stating I hadn't lived in the area for several years and was concerned that maybe their accounts had been hacked. I received a reply stating that my wellness card number and or phone number was needed to look up my account. I replied that I never had an account..not then nor now. On 7/5/23, I received another automated receipt for purchases made in Meredith,NH.. the debit card info listed is not ours, and again we have not lived in New Hampshire since 2016. Attached are the original email from 2022 and this past week's receipt. This needs to stop and if my info was somehow used to open another account, I want that to cease. Thank you **********************************

  Business response

  07/06/2023

  We are sorry to hear that you have been receiving email receipts in error. Please be advised your Rite Aid Rewards account has been deleted. There is no longer a Rite Aid Rewards account associated with your email address or phone number, and you can no longer receive copies of receipts via email.

  Customer response

  07/06/2023

  [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

  07/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Pharmacist lied in order to avoid filling a prescription. This was not the first time there was an issue with this pharmacist. I think it is important to call this out bc delaying care is dangerous. I needed script transferred from *** to rite aid bc pharmacy was closed was closed. I was walking from urgent care with recent diagnosis of bronchitis and needed a z pack.after being on hold for 20 min I get to pharmacist and he tells me the *** has to transfer pharmacy (lie). *** was annoyed and said it is the RECEIVING pharmacy that has to call. Lie #2 he told me we couldn't use my insurance and it would be 50 USD. I was walking and had a mind numbing headache, blurry vision and couldn’t read the number for *** pharmacy on Ridge, philadelphia. I explained I was walking and he refused to look up the phone number to *** Pharmacy. I had to get home eat something for my blood sugar and take migraine pills. Grabbed glasses and most importantly my RX cards. When I arrived at the pharmacy , he had not called or even started processing. He insisted I had to provide him with the *** phone number or he would not help me. Next lie, he could have helped a sick patient in need by calling any *** Pharmacy. I think this inability to support patients is deadly. Shame on you RiteAid. I would like to see better training of RiteAid staff and have RiteAid pharmacists stop lying to avoid filling prescriptions .

  Business response

  07/06/2023

  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 5 business days. 

  Customer response

  07/12/2023

  [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

  07/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The Rite Aid Pharmacy in Port Clinton Ohio always sends out a text telling you what date they can refill your prescription, if they receive it early from the doctor or if a customer tries to refill too soon. On 6/20/23, I received a text telling me I could refill my ******** and ********** on 7/3/23. I called on 7/3/23 and asked to have them filled and delivered. The lady told me that they couldn’t deliver them until 7/5/23 and would do so along with my ********, which they had already filled. Today is 7/5/23 and I only got my ******** so I called the pharmacy and spoke to *******. I explained that I didn’t receive my ******** and my ********** in my delivery today. She said they couldn’t fill my ********** until today and it looks like they can refill my ******** tomorrow but no guarantees it will go through. I said, “then why did the text say they were due on 7/3/23 and why did that person tell me when I called on 7/3/23 that they couldn’t deliver until 7/5/23? ******* then told me that the date in the text is a suggested date by the insurance (*****) company to the pharmacy to refill it on that day but it doesn’t always go through, so I need to call my insurance company. Then I asked her why did their technician tell me they couldn’t deliver them until 7/5/23 if they couldn’t do so today either. ******* said they’re quite short-handed and that I could apply for a job there anytime. So I hung up with her, very unhappy, and called my insurance company. They said these meds can be filled up to 7 days early and that she needed to override it. So *****, from *****, made a three way call to ******* at the Rite Aid. After ***** explained to ******* what needed to be done, ******* then said it’s all up to the pharmacy as to when they will refill these meds and they could make me wait the entire 30 days if they see fit. So, I asked her why she told me to call the ins. co.?She said she doesn’t have to explain it to me and I’m wasting her time getting it done.

  Business response

  07/06/2023

  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 5 business days. 

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Just a little prior to June 23, 2023, I spoke the Rite Aid Manager *************************** . If it would be ok to stop by this Rite Aid to help fix the problem . With the ******* Pre -Paid phone card I purchased in March 2023. I explained to Manager *********************** the ******* Pre-Paid phone card I purchased in his store was not letting me add minutes to my cell phone. The ******* Call Center computer kept saying : ( Not Valid ). So because I had a ******** Hospital appointment on June 23,2023. I asked if I could stop by the store after my appointment . He indicated as to yes. " To help get over this ". I stopped by the store. I was not met by Manager *********************** . I was rather met by a employee saying ,he was the acting manager. He was a male ******** adult. He was very rude, arrogant and very sarcastic . He asked me to follow him. He then flat out told me to not give him attitude "! I was just there to pick a phone card. I explained briefly ,I had just drove from *****, *****. I initially tried exchanging the ******* Phone card. This Rite Aid refused this. Even though I had the receipt. I then attempted to get another replacement at the ***** ***** Rite Aid. They refused me. So I explained to the acting manager name unknown I just want a ******* Phone card that works. He then went to the cash register. He gave me the wrong kind of ******* Pre-Paid phone card. I attempted numerous times to use minutes from this type of ******* Pre-Paid phone card. It says : ( NOT VALIDATED ) I then called for help. The ******* customer service says that my ******* Cell Phone does not accept , Pre -Paid phone cards from the company that calls it self : ( TOTAL BY ******* ). My ******* cell phone only accepts ( PRE -PAID ******* ,PHONE CARDS , that only say: *******. So just request a brand new ******* Card. That only says : ******* . With no red back ground. Note : Sadly this issue of bad customer service has been on going since , March 2023.

  Business response

  07/06/2023

  We are sorry to hear about your recent experience at location #*****. Please be advised we have escalated this issue to the Retail Region Leader to be sure this is addressed. They will be in contact with you within 5 business days. 

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 16th, 2023 at approximately 10:30 PM, I made two deposits onto a **** app account, One was for $499.00(total transaction was $500.00) and the other was for $199.00(total transaction was $200.00). Both transactions went through at the store. But only the $500.00 deposit made it into the account. I contacted **** App and they sent me an email saying that the issue was with the store. I contacted the store, and *** the manager said that he contacted corporate who was doing an investigation. That was over a week ago. I still do not have my money back and the store manager says the he is not authorized to generate a refund. I have contacted Rite aid customer service and they also say they will pass this complaint along. FIrst to an escalation team and then to a district manager. No one from the company, or customer service has contacted me back.My cell phone is now shut off, and I am now at risk of losing power because of this issue. That money is supposed to be available same day. I am going on 2-3 weeks without access to it. I am responsible for late fees, and reconnection fees because they cant seem to resolve this issue.

  Business response

  07/14/2023

  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.  

• Initial Complaint

  06/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I attempted to make a purchase for $31.50 on June 21, 2023 at this location. I swiped my card and put my PIN into the machine, and the machine kept freezing up. They told me that it wasn’t working and I’d have to come back. I immediately showed them the alert from my bank showing that the charge did, in-fact, go through and that the money was paid to their store. They refused to give me the merchandise that I paid for and refused to give me a refund. They tried to tell me it was ok because I’d “get my money back in a few days”. They have no right to take my money and refuse to give the merchandise in return. I notified the police but they refused to address the larceny, so I attempted to contact a different Rite Aid to file a complaint with a District/Regional Manager. I left a message but never received a response. In the meantime, and this is the absolutely most diabolical part of it all, I was then cautioned and threatened by the police ON BEHALF of Rite Aid. Unbelievable! They stole from me and I’m the one who gets threatened?!? I’m sorry, but I’ve been the victim of 5 VIOLENT crimes in the past 2 years, on all of which I was denied justice by the same corrupt police. I won’t tolerate this attack on me by Rite Aid. I’ve had enough and I do not deserve to be stolen from and then threatened about it.

  Business response

  07/14/2023

  We are sorry to hear about your recent experience at location #*****. The Retail Region Leader of this location has already been made aware of your concerns, and they have already done all that they can to assist you, while protecting Rite Aid associates and property. As well, our records show that you have already been refunded for the mistaken transaction. We apologize for the confusion and frustration this issue has caused. 

  Customer response

  07/15/2023

  [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 business is blatantly lying. The Regional Manager keeps closing out the complaint cases that I lodge with Rite Aid without addressing the matter or contacting me as he is mandated by Rite Aid to do. Rite Aid DOES NOT have the right to hijack funds from peoples debit cards and then refund it later, meanwhile treating the customer like they're the criminal. They need to address this correctly and stop threatening me with the Police for NO REASON WHATSOEVER!! CUT THE ******** NOW!! SEND THAT TO THEM!!
  
  Regards,
  
  *************************

  Business response

  07/17/2023

  We truly apologize for the difficulty this situation has caused. Thank you for bringing these concerns to our attention. Please be advised we have forwarded your message to the Retail Region Leader for further review.

  Customer response

  07/17/2023

  As long as the Regional Manager actually contacts me and resolves the issue, reverses the ban, and secures a written apology and an admission to ***** Police that the Rite Aid Employees were in the wrong, then I'm satisfied. If not, I will reopen this or file a new complaint.
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  What is wrong with the pharmacy at ********************************************, long Beach, CA??? You have the most ignorant and rude employees. I cannot tell you how many times they have screwed up a prescription or failed to fill one properly. A prescription was ordered on May 24. A WEEK later I got a message that there was a problem with my insurance. First, why did they sit on a prescription for an entire week? It is true, I'm military and on June 1st I lost my insurance because ******* makes us change to ******** at 65 and I was not aware that it began the first of the month. My prescription should have already been filled before that happened. I have received multiple texts and phone calls. I have contacted the pharmacy twice and told them what was happening and that as soon as I got the new information I would let them know...and asked them to stop contacting me until then. Today I got another call from a VERY RUDE woman. I told her what he problem was and that I had already made two calls about it. I was telling her for the THIRD time and she got nasty and hung up on me.Is there an IQ limit for employees? Why are they so UNABLE to take simple information and understand it? This is not the first time either.There are far too many pharmacy employees that have below average communication, processing and listening skills at this store. I don't know why anyone would trust them with something as important as a prescription!

  Business response

  06/16/2023

  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 5 business days. 

  Customer response

  06/16/2023

  [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 think you should fill the prescription in question gratis since you screwed up up getting it done in a timely manner and have left me without medication.
  
  Regards,
  
  ***********************

  Business response

  06/21/2023

  We are sorry to hear that the Pharmacy Manager was unable to assist you with this issue. Please be aware, this matter has been escalated to the Pharmacy Region Leader, and they will follow up with you as soon as possible. 

  Customer response

  06/21/2023

  [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:

  More importantly her incredibly rude and childish behavior would have resulted in a dismissal when I was consulting as an ** ************.

  I stopped going to the Spring Street store for similar reasons.
  
  Regards,
  
  ***********************

  Business response

  06/27/2023

  We truly apologize for this situation and the difficulty that it has caused. Our records show that the Pharmacy Region Leader spoke with you on or around 6/22/23 to apologize for the situation and provide a solution. Thank you for bringing this issue to our attention so that we can make sure it is addressed properly.

  Customer response

  06/27/2023

  [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:

  Your regional pharmacy director LIED to you. I guess that is part of the problem. Your employees do whatever they like and then lie about it.

  I have not received a call from or spoken to a regional director or anyone from rite aid after the store pharmacy manager yelled at me and would not let me speak.
  
  Regards,
  
  ***********************

  Customer response

  07/11/2023

  I have not been contacted by the business at all. In a letter you forwarded they even claimed a district supervisor had spoken with me. That is a bald-faced LIE!

  Business response

  07/17/2023

  We apologize that you have not been satisfied with the attempts made to resolve this issue. We have reached out to the Pharmacy Region Leader and have requested more information regarding when you were contacted and the resolution that they came to. They reported in detail that they spoke with you and apologized for the experience you had at this location, offered many solutions, and assured that they would investigate and address the issues with the Pharmacy Manager. The Pharmacy Region Leader has done everything they can to assist you and will prevent these issues from happening again in the future.

  Customer response

  07/17/2023

  [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:

  You have lied repeatedly. The district supervisor did reach out to me....Yesterday, 7-16. Of course you  claimed that she had weeks ago which was an abject lie. I was without medication for weeks. I asked you twice, weeks ago,  to please fill and you never responded to that.

  Now that I have gotten it filled elsewhere, all she did was tell me I could now get it. That does not do anything about the multiple mistakes and HORRIBLE, INEPT, RUDE treatment that your staff dishes out. I posted the issue on ******** and dozens of people said that they had stopped using this location for the same reason.
  
  Regards,
  
  ***********************

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi, I've had issues with two past transactions with Rite Aid. First, last week, I purchased 8 bottles of ************ detergent and a box of medication. At checkout, it was shown that I would receive $45 in bonus cash for my purchase. However, I only received $25. I've included a screenshot of the checkout screen. Transaction #*********.Second, last week, I also purchased $100 worth of ********** gift cards. In Rite Aid's ad, it showed that this would result in receiving $16 in bonus cash. I received no credit for this. Store #***** transaction #*******.I would like to receive both the $25 bonus cash and the $16 bonus cash that I'm owed.

  Business response

  06/12/2023

  We truly apologize that you did not receive the BonusCash you should have earned automatically. Thank you for bringing this to our attention. $41.00 BonusCash has been added onto your Rite Aid Rewards account. This will be available by 6:00 am on 6/13/23.

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pharmacy has been telling my Dr and I that I only get 1 inhaler 0 refills. After an hour on the phone my ins company told me that's not right. Breathing meds of any type on ******** get a script and 3 refills outright. That's there policy or rules. They said they should be filling with refills. Without saying it outright she said there lying to me. When I called they I asked why they have been lying to my Dr and I. His 1st answers was I DONT KNOW. Then changed the subject and told me I have 1 script ready I kept trying to question him and it was all maybe this could have been that and I don't know. Breathing is obviously important and the fact there not looking into there customers/patients stuff properly.is upsetting. I have an ip address any Pharmacy and Dr can access (it's a tool) to answer question someone might have about there ins or scripts. They didn't even acknowledge that web address nor did they try to explain anything with certainty or even try to explain anything. It was all maybs I don't knows and could have beens.

  Business response

  06/08/2023

  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.  

*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. ↩