ComplaintsforRite Aid Corporation

• Initial Complaint

  07/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My husband and I made appointments on the Rite-Aid website today, filled out all the online forms, drove to the designated store and were then told by the pharmacy that they do not have the vaccine. The website needs to be fixed so that it is not making appointments when a vaccine is not available. It's super inconvenient and annoying to make an appointment and arrive to find out it's not available.

  Business response

  07/28/2023

  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

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an online order on RiteAid.com on 6/15/23. Please refer to Order #*********. Order was for a quantity of two (2)**** ******** Rejuvenating Facial Oil - 0.5 fl oz. I was charged a total of $60.90. I received only 1 **** ******** Rejuvenating Facial Oil. I contacted customer service by telephone on 6/26/23. The representative advised an investigation would be open and wait 5 days. I requested the item be sent out or a reimbursement for $30.45 since I did not receive a quantity of 2, only 1. I asked if there was a reference number for my complaint and the representative said no, just my order number. I did not receive a response from Rite Aid and still have not received the missing item. I contacted my credit card company who attempted to contact Rite Aid. I was told I would not be reimbursed. This was my first time placing an online order with Rite Aid. I have made in store purchases at Rite Aid for years and never had any problems. I am requesting $30.45 for the item not received.

  Business response

  07/26/2023

  We are sorry to hear about your recent experience with our online store. Regarding your previous case, our Research Department concluded that all  items were sent, based on the size of the box that was used and the package weight, and therefore could not issue a refund. We apologize for the inconvenience that this has caused. For further assistance, please contact your financial institution to file a dispute.

  Customer response

  07/26/2023

  [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 items I ordered were only .5 fl oz. The box was small however only one was received not 2. Whoever packed the item clearly disregarded the quantity of 2. I do not accept your response and I would never shop or recommend anyone to shop at Riteaid.
  

  Regards,
  
  *********************

  Business response

  07/28/2023

  We truly apologize for this situation. Unfortunately, we are unable to issue a refund for this order as our records show that all items were delivered. Please contact your financial institution to file a dispute.

  Customer response

  07/28/2023

  [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 do not accept their answer. Its poor customer service to not give a refund or send the missing item. Before contacting BBB I did contact my financial institution who received the same response from Riteaid. I am an honest costumer and would not go through all the trouble of submitting complaints if the item was not received. 
  

  Regards,
  
  *********************

• Initial Complaint

  07/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Store employee very rude

  Customer response

  07/26/2023

  Please have business contact me regarding store experience 

  Business response

  07/26/2023

  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

  07/27/2023

  [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

  07/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have complained before. There is an older ******* American working there that is just nasty. She's short-tempered to everyone, rude, and will yell at you. I just called because I got a text saying my son's bi-polar medicine was out of stock and had to be ordered. I want to check when we get it because we only have 2 pills yet. She was rude and condescending. I HATE this Rite-Aid. Always late. Understaffed. Rude. I am considering moving all of our scripts to ******* - exceptional customer service and scripts filled the same day, not a week later. The Rite-Aid is *************************, Buffalo, NY.

  Business response

  07/25/2023

  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

  07/25/2023

  [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

  07/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  An employee in the pharmacy at store ***** on June 7 was rude and insulting, and immediately after I left the store, apparently cut off my refill program with no explanation.I spoke to the store manager, *****, who assured me I shouldnt file a complaint with Rite Aid as she would take care of it.A follow-up call to ***** got no results, nor did a complaint email to Rite Aid, hence my complaint here.

  Business response

  07/19/2023

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

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered something (I don't even recall what it was) but remember ordering it from Rite Aid and that it never came. Calling the number given on my on-line charge that posted $22.68 payment, 6-21, to them I called last week to be told the computers were down, but that "I could "call", again, wait on hold, again, later, as the computers might again be working. Asking for an e-mail to save time I was given one. A notice came back after sent that e-mail was no longer working. "Hello Valued Customer, The '[email protected]' and '[email protected]' email addresses are no longer active." I'm ok with either they're sending it to me, or refunding the cost. I prefer a refund as I'm not sure I trust the integrity of the package they would send at this point. I never received any notice from them that it was shipped, on it's way or anything pertaining to delivery.

  Business response

  07/28/2023

  We are sorry to hear about your recent experience with our online store. Our records show that your order was delivered on 6/17/23. Because you waited until 7/19/23 to report this issue, it is no longer possible to investigate this issue with the carrier, and we are unable to issue a refund. We truly apologize for the inconvenience that this has caused. For further assistance, please contact your financial institution to file a dispute.

  Customer response

  07/31/2023

  [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: Please see attached copy of charge card purchase. If purchased 6-20 it could not have been received by me 6-17. As well, I did not wait until I wrote to the BBB to report this, but sent the e-mail, above, to the e-mail address given by Customer Service when they said their computers were down and to call back later. An inoperative e-mail address, I then wrote to the BBB as soon a I could find more time for this trivial amount I was charged with no product received, in principal more important.
  
  I have no e-mails at all from Rite Aid telling me it was shipped, would arrive at a certain time and then arrived. That is the usual process company's follow Does Rite Aid have any copies of e-mails sent to me telling me of its shipment, receipt, or anything at all?
  

  Thank you,
  

  ** ****

  Business response

  08/01/2023

  We apologize for the confusion surrounding this issue. While the funds were captured by Rite Aid on 6/20/23, the order was placed on 6/12/23, shipped on 6/15/23, and arrived on 6/17/23. You should have received an order confirmation email and a shipping confirmation email with a tracking number. Our records show that your email address was entered incorrectly, which is why you did not receive these emails. We do see that you contacted our Customer Care Center on 7/12/23. We apologize for the lack of response to your original email, however it was already too late to refund for the missing order at this point. A representative from the Customer Care department will be reaching out to you to provide more details regarding your order. 

  Customer response

  08/02/2023

  [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 won't waste any more of my time fighting over 20 dollars. I hope they follow up, as they say, sending me details. That they have no record of my call means nothing. They obviously did not note my call, the time I waited on their line to speak with a Rep. who rudely said the computers were down but that I could call back later and wait for her to pick up again, then gave me an out-of-date e-mail when I asked just to e-mail instead.

  It does not seem an honorable Corporation, and no matter what they say to me now I'd never step foot in their stores or order from them on -line.

  Thank you for providing a format for me to mention to you what happened,,
  

  ** ****

  Customer response

  08/08/2023

  Thank you. I cannot take more time (contacting the Att'y Gen) out of principle. I wish I could. I'll just note it to the credit card shortly. That they would deliver it to me days before it was charged to me seems a bit absurd, but that's the company they seem to be.

  Thank you.,
  

• 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. 

*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. ↩