Complaints

This profile includes complaints for Rite Aid Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rite Aid Corporation

  1200 Intrepid Ave Ste 2 Philadelphia, PA 19112-1230

• 

  Rite Aid Corporation

  37 S Broad St Pawcatuck, CT 06379-7909

• 

  Rite Aid

  60 Groton St Pepperell, MA 01463-1516

• 

  Rite Aid

  511 E Division St Rockford, MI 49341-1376

• 

  Rite Aid

  53 S Maple St Grant, MI 49327-8426

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/09/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an online order for pick up at the Santa Monica Rite Aid located on **************. I received a confirmation email with the purchase amount. When I arrive to the store, the cashier said that she would need an override key, because there was a change in my order. Second employer arrived complaining about employee needing an override key. As it turns out, the order has been inflated by 625% over order confirmation total. I told the cashier that I would not be taking the order with me as i do not agree to pay the new prices. The employee was being pushy and said i need to call the 800 number and deal with them direct. I said i dont approve the new pricing. I left the store with none of the merchandise. The items were never taken off the counter.. Shortly after I receive an email stating that my items were picked up. And i was charged for items I did not pic. This incident took place one week ago today 09/02/2023. I've called numerous times both the 800 number and the store and have not received a refund. The customer service agent on the phone said he would be passing along this information to his team. My point is this - the transaction never took place because Rite Aid change pricing from order confirmation. I did not agree to the new prices and never picked up the merchandise. All items remained in the store possession. the order was never picked up. I cannot be forced to purchase items for a new price. The fact that they’re making this so difficult is really difficult to comprehend. I don’t have the items they know I don’t have the items but still charge me for the items.

  Business Response

  Date: 09/11/2023

  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 1 business day. 

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So, about last week I started filling my prescription at Rite Aid store #**** because I was having some issues switching health insurance providers so I was just paying cash for it for a couple of weeks while I straightened things around and I could get it at Rite Aid the cheapest. Well today on 9/8/23 at about 8pm I spoke with the pharmacist and he told me that he had my prescription filled and ready. So I told him that I was on my way. Now I’m all the way in Gaylord Michigan about 40 miles away from rite aid. So I raced all the way over here to store #**** and just made it with about 5 minutes to spare, I believe I walked through the doors at about 8:56 and saw that the pharmacy had all the gates closed so I physically ran back there as fast as I could to find absolutely nobody behind the counter. I walked up to the cashier who was working at the front of the store at the time (its now like 8:58) and asked him where the pharmacist was, his exact words were “yes, he left and went home for the night, you just missed him by a couple minutes.” and I replied with “so he went home early? isn’t the pharmacy open until 9pm like you guys advertise?” He replied “yes a couple minutes early and yes it’s supposed to be open until 9” so i replied flustered, “I drove all the way over here from Gaylord because I thought your pharmacy was open until 9 PM, if I would have known your pharmacy closes early whenever it wants too I wouldn’t have even came all the way over here” so now here I am flustered sitting in their parking lot unsure about what to do without my medication, should I go looking for something off the street now? This has caused me so much anxiety, I had a mental breakdown in my truck and couldn’t even leave the store for like an hour after all this happened. Also, maybe when you call their phone number and the automated person tells you that the pharmacy is open until 9PM. Maybe they should change that and say 8:50PM if that’s when they’re actually going to close.

  Business Response

  Date: 09/11/2023

  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 3 business days. 

• Initial Complaint

  Date:09/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order online with Rite Aid. The order was purchased with my credit card in the amount of $130.48. I returned both items I purchased to Rite Aid. They only refunded me $65.24. I contacted them and thry told me per their return policy they could only refund one of the items. I then requested the other item to be shipped back and returned to me. I have been dealing with this issue since June 2023 and there has bern no resolve. I would like for Rite Aid to refund me or ship the item back to me. This is fraud for them to keep an item that I purchased for $65.24. My case number for this issue is Case number ********.

  Business Response

  Date: 09/08/2023

  We are sorry to hear about the experience you have had returning items purchased from our online store. Unfortunately, we are unable to process returns for used items, and we cannot send the return package back. We apologize for the inconvenience this has caused. As an apology and one time courtesy, we have added $66.00 BonusCash onto your Rite Aid Rewards account so that you may purchase another from our online store (or purchase other items, in-store or online). This will available by 6:00 am on 9/9/23 and it will expire at 6:00 am on 10/8/23. Please be aware that BonusCash cannot be used to pay for shipping costs. In the future, please keep our return policies in mind. You can review them by visiting *********************************************************************

• Initial Complaint

  Date:09/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint pertains to the lack of customer service or support from this location. There’s been an ongoing issue with this location not answering calls or updating the Rite Aid app with a status of prescriptions. I already wrote a customer service review and still no changes. It is very unprofessional and risky for this store to abandon calls and their responsibility to us as customers. This is the 2nd time this had happened where they wouldn’t pick up the phone. I had to reach out to a different location to have my prescriptions transferred and the pharmacy rep (Enchantment is her name located at Rite Aid on ***** ** in Dayton Ohio) tried calling the Salem location and they wouldn’t answer for 45min and when they did answer her call, someone picked up and hung up. This is important because my medications are vital to my health and wellbeing. I feel neglected by this store and refuse to continue doing business with them. My request is that someone please talk to these associates about this because it’s dangerous, and I am not the only individual with this experience if you check their reviews.

  Business Response

  Date: 09/05/2023

  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 3 business days. 

• Initial Complaint

  Date:08/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I've spent more than three hours tonight attempting to order from Rite Aid. When I add a single item to my basket, it decides I need at least four of them. If I try to remove those items Rite Aid added to my cart, it multiplies the number of items in my cart even more. Or, it will simply refuse to remove the items all together. You can see an example of Rite Aid multiplying the items in my cart (from the already undesired 38 to 65 when I attempted to remove items) via this ******* link: **************************** I have attempted to rectify this by using a multitude of browsers: ******, *******, ******, *****, *****, and ***. I tried ordering on ****** on my phone. I tried ordering via Rite Aid's own app. Nothing changes. Rite Aid is attempting to scam the customer with the continuous multiplication of items in an attempt to get the customer to purchase the items they did not consent to purchase. I was provided a coupon for my birthday, so I wanted to stock up on some items--NOT have Rite Aid continuously add items in an attempt to force me to pay hundreds of dollars for an order that wasn't going to be more than $60. At this point, my coupon will expire without me being able to use it, and it's not for a lack of trying. Rite Aid is conducting unfair and scammy business practices. This continues in the store, too. I have never indicated that I want to round up my change to KidCents, and cashiers have stopped asking the customer. We don't get the prompt that allows us to reject. Instead, rounding up my change is automatically done without my consent. Once again, this is scamming the customer out of their own money. I want to be able to choose the charities that I donate to, not allow Rite Aid to take credit for my own money without giving me the appropriate tax deduction. I'm upset that I'm losing the opportunity to get $10 off my purchase, incensed that Rite Aid views it as acceptable to add items to a person's cart, and want a refund on my rounded-up change.

  Business Response

  Date: 09/05/2023

  We are sorry to hear about the experience you have had placing an order online. You were unable to remove items from you cart because the number of items was well over the limit, and our system could not process the removal. We have cleared your cart so that you can manage the items in it without issue. As well, we have forwarded this concern to our IT Department to prevent items to be added to the cart without user input. 
  
  In regards to the birthday coupon you were unable to use, $10.00 BonusCash was added to your Rite Aid Rewards account on 8/31/23. This can be used in store or online, and there is no requirement for how much you must spend. This BonusCash will expire at 6:00 am on 9/30/23.
  
  In regards to your concerns about KidCents, Rite Aid Rewards members can elect to round up their change automatically, every time they shop at Rite Aid, or they can choose to be asked every time they shop.? These choices are made by selecting the appropriate button on the pin-pad by answering Yes, Yes this time, or No.? KidCents enrollment can only be done via the pin-pad or online.? The store associates do not have the ability to enroll you in this program.? You or members of your household may have inadvertently selected to round up every purchase.?We apologize for any confusion, or inconveniences this may have caused you, and have removed the KidCents contribution from your account. Should you desire a refund for the amount that you have donated, you may visit any one of your local Rite Aid Locations and speak with an on-duty manager there.  

• Initial Complaint

  Date:08/24/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered $250 worth of products. Three ointments were omitted coming to $29.I have called five times and they insists the products were scanned, but I never received them. Totally wrong that they wont believe the customer.They gave me five different case numbers to investigate the issue, but no one calls as promised.

  Business Response

  Date: 08/25/2023

  We apologize for the recent experience you've had with our online store. Unfortunately, we were unable to refund the items you're claiming were missing, as they were scanned both when picked and just before being packaged into these shipments. As well, the package size and weight upon arrival matched the items that were order. We truly apologize for the inconvenience that this has caused. For further assistance, please contact your financial institution to file a dispute. 

• Initial Complaint

  Date:08/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to my rite aid pharmacy on *************** in Beaverton I am a type I diabetic and need my fast sliding scale insulin and went to my pharmacy to pick up my prescription and they said they were out and told me to go to another location on ******** ***** **** Beaverton so I went to that rite aid and they said they couldn't fill it because it wasn't an emergency! Well when I have been out of my insulin for 2 days haven't eaten and I need insulin when I am over 420 and should be hospitalized it is an emergency so I drove to two pharmacies to try to get help and no ine would help me so I had to go to the hospital this is unexpectable and can kill people. This happens all the time.

  Business Response

  Date: 09/05/2023

  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 3 business days. 

• Initial Complaint

  Date:08/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a care provider and my recipient has been getting charged for prescriptions she shouldn't be charged for. The prices change constantly although her coverage has never changed. At first they were charging $60- $90 for a 60 ct of pain reliever. Her doctor had to make the 60ct a 90 ct and somehow the payments were no longer needed and now she is being charged $4 for the 90 ct of pain relievers she's been receiving with no payment. She is being over charged for vitamins that cost less at the local stores. This has been going on for years and my recipient has not been in any position to afford these payments. Before we have to take this further I am allowing management to give me an explanation on these charges and I will File A Complaint in my recipient name with all the requested receipts and documents before any court filings.

  Business Response

  Date: 08/11/2023

  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

  Date:08/08/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a telehealth appointment this morning at 11:00. It lasted no longer than 15-20 minutes. She sent my antibiotic for cellulitis to Rite Aid while we were talking (the reason I knew was she asked me their address and then said ok sent!). As of about 4:51 pm I hadn’t heard if the prescription was ready, so I called them. The phone rang and rang then hung up. I called back…once again it rang and rang then hung up. I called a total of 4 times and it did this, so I called up front. The girl up front said I can transfer you back there, but I just want you to know they are really busy back there. I said ok. I needed this medication, because I have a low immune system and the redness in my leg is creeping further up my leg as the day is progressing. It is very painful too!!!! I hung up after being on hold for a long time. I called customer service, and that guy was a waste of my time to talk to. He told me now what did you say again?…I’m sorry I’m trying to do 2 things at the same time. He said he would get a message to the Pharmacist in Charge of that store, but it would take at least 1 day. My husband went to the store’s drive through thinking maybe it would be ready. He said he was in line forever. When he finally got up to the front, the cashier told him it wouldn’t be ready till tomorrow morning. I can’t hardly walk!! My husband works tomorrow, and I don’t drive! So I won’t get my antibiotic started till tomorrow night! All because your technicians and pharmacists don’t know how to run a busy store. I was a pharmacist until I had to get out on disability. I worked in the hospital mostly, but I also worked at ******** ******, and Rite Aid.

  Business Response

  Date: 08/09/2023

  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 3 business days. 

  Customer Answer

  Date: 08/09/2023

  [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.  I spoke to a Pharmacist (not sure if she is the PIC) this afternoon and explained why I was upset. She said that was not acceptable then said my medication was ready to be picked up. I have my medicine now, but I should have started it yesterday. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:08/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello. There is no transaction number for me to provide because it was regarding a return and the cashier refused to give me both my original receipt as well as my return receipt. The store number is ***** its the location located on the corner of ********************* and ************ here in Los Angeles. and the issue was back on June 25th, although i did not reach out to customer care until either the 26th or 27th because i wanted to sleep on it and think about my next course of action. I wasn't able to catch the cashiers name either but that particular day it seemed like they only had two people on the registers. an older/middle aged black man and then a maybe around 30(??), kind of bigger ******** girl. my cashier was the girl. anyways, this is regarding the fact that i had went into this rite aid to do two returns one was mine and one was my moms. Anyways after giving the lady the receipts she first refused to because they were “old” after telling her that your return policy is 90 days and they were both well within that time period she finally agrees to do it. (they were at the latest maybe a month old). anyways she does the first return and then tells me that the my rewards number doesn’t match the one on the receipt and because of that she refuses to do the second one. i understood and then told her my mom and i have separate accounts and how i’m running an errands for her so i must’ve by habit typed in my number when it would be hers on the receipt. however she refused to let me type the other number in to show her and then told me that i can’t have either one of my receipts back because now they don’t “belong to me”. at this point i didn’t care i was just tired and tired of being humiliated in front of everyone in line. but then after asking for the item and receipts back she refuses with her reasoning being that “i didn’t have my proof of purchase “ which made no sense considering she was keeping and refusing to give back my proof. **never received a response**

  Business Response

  Date: 08/07/2023

  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 3 business days. 

  Customer Answer

  Date: 09/23/2023

  The company said someone was going to reach out to me, however i was never contacted at all by anyone from the company. they didn’t try to get ahold of me via phone or email…. anything. 

  Business Response

  Date: 09/25/2023

  We are sorry to hear that you were unable to get in contact with store leadership. Our records show that the Store Manager attempted to contact you, but was only able to reach your voicemail. They did leave a message requested that you call them back. To assist further, we will need more information. A representative from the Customer Care department will be reaching out to you for further assistance.