Complaints

• Initial Complaint

  05/02/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dec 19: placed an online order for store pick up with several items including a kitchen aid hand blender(note: the site said it would be available within 3 business days)Dec 29: I received a notice saying my order with the Kitchen aid blender and other items was in transit (note:significantly after when I expected it, as it was a christmas present)Dec 30: I picked up other delayed items from my order. The staff at ** informed me that the blender was still out of stock and my order would be cancelled.Jan 26: I receive 2 e-mails from LD within 2 minutes of one another, 1 saying my order was available for pickup and 1 saying it had been picked up. I contacted ** immediately because I was out of the country and there was no way the order could have been picked up. I received a response from ** saying someone would follow up with me shortly.Feb 4: I follow-up with LD as I have received no update. LD informs me that they mailed me the item by courier and that I have been charged. I ask for the charge to be refunded because I am not able to obtain the order. ** requests that I provide a police report so they can investigate. I am requesting a return of this charge on the following grounds:1. This order is now 1.5 months past the initial order date.2. I was told by ** staff that it was cancelled.3. I never authorized a delivery and would not have agreed to it as I was scheduled to be out of the country from Jan 18 to Feb 2. 4. I was not informed that the order had been delivered until more than a week after my inquiry and the delivery. I was not given the notice or opportunity to try to look for it in a timely fashion or to make alternate arrangements. 5. I never authorized this order. I was never even notified of the time of its delivery. I am incapable of providing the information required for the police report and I am not currently in the physical area of my jurisdiction. I am asking for the immediate refund of the entire amount of this purchase.

  Business response

  05/02/2025

  The order for Kitchenaid blencer was a special order that the vendor shipped it to the customer's home in error, we were notified by the customer that they were away and did not get the delivery, which we believe it must have been stolen. As part of the process we asked the customer to file a police report, the customer did not want as they were still out of town.  A refund for the blender as of this morning and a follow up email was sent to the customer. 
  thank you.
  Bubby 

  Customer response

  05/02/2025

   
  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.

  However, I do take issue with some of their wording - particularly where they say that I "did not want" to file a police report. I am unable to do so because: a) I never placed the order, b) didn't have any delivery information or notice and c) am not in the jurisdiction which is required to file a police report.

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

• Initial Complaint

  04/02/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Waiting for refund and being told 5 to 7 days for the last two weeks

  Business response

  05/02/2025

  The refund was applied manually Febuary 4th for the amount ****** by our finance department, after the first attempt that was made by the store had failed. 

  The print screen of the refund will be provide to the customer directly. 

  Bubby

  Customer response

  05/02/2025

   
  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

  27/01/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 10 , Iplaced an online order to purchase a metal water bottle with London Drugs for $6.71. When I did not get a confirmation reply, I contacted the store.They asked for an order number,which they filed to give me. I made several attee to get the item ordered, but they continued to stonew wall. I contacted my bank who gave me a copy of the price paid from my account, sayonthat should be sufficient to authentic my order. However I did not get a response!

  Business response

  28/01/2025

  We called and spoke to the customer, and she gave us the order number which she entered her email incorrectly. In our conversation she thought she ordered a metal thermos water bottle, but we have shared with her that she ordered a plastic one. She will go back to the store and request a refund.
  
  We have ended the call asking if there is any further assistance she needs and if not, we will reply to her BBB complaint. She confirmed she is ok with closing her file. 

• Initial Complaint

  25/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  London Drugs shipped me cologne that was not packaged properly at all and was obviously previously opened. During shipping the bottle broke and spilled everywhere. Contacted for a refund and was told I have to return the now thrown out shattered bottle before they'll even consider a refund.

  Customer response

  25/09/2024

  T6X 2H1. Tried inputting it numerous times and it kept giving me an error.

  Business response

  26/09/2024

  We have reached out to the customer for more images of the product, the customer was not able to provide us with any more than the one in their first emails.  A full refund or an exchange was offered to the customer with the damaged bottle been returned, however this is not possible since the bottle has been disposed, our policy does require the item back to do a refund.  Therefore, we will make an exception this time to replace the bottle for no further charge to the customer.  A Canada Post tracking number will be issued once our shipping department has reshipped the item. Bubby  

• Initial Complaint

  12/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi,I bought a air fryer with extended warranty with one of your stores recently and had the issue with the appliance over next few days. When I went to store to get it exchanged they did not have the exact model and only help they offered was to buy any other and pay the difference. This option was completely came as a surprise as the warranty for that or any electronic appliance is that if then same model or make is not available then replace with a same features and level appliance .When we asked to replace it with other one in store available which was on sale and approx. the same price as our old one they mentioned that it is not possible its sale price is as what our faulty one but the original price higher. So while returning the product they took in account the price that we paid after discount for old one but the other replacement ones they had they took the original price and asked to pay balance. We had to take the hit twice to pay the balance and warranty again when it was not our fault that the appliance broke down. Your warranty I guess is just a scam and is meant to benefit you rather than customer. We only wanted the same one we had replaced but ended up paying more for lesser quality product and another warranty. In todays scenario, when the appliances make and models come and go so quickly, this is not expected from a brand like yours and we had to suffer and bear all the loss. Please look into this as nobody offered any help or understood our issue and made us choose as per their benefits forcefully.

  Business response

  12/08/2024

  we have left a message on voicemail and follow email to ask customer to contact us for more information to help resolve this issue. Waiting for customer to reply back to us.

• Initial Complaint

  09/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Waiting for my return label for order #********

  Business response

  09/08/2024

  customer first contacted LD Aug 8 and we requested for photo from customer which we did not receive. customer reached out to ********************** the next morning on Aug 9 at 7:55am and spoke to an agent. We have sent a Return Merchandise Authorization email with a free shipping label for customer to ship the item back to us.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am writing to express my dissatisfaction with an experience I had at your Calgary Brentwood store on May 29. I visited the store to purchase a lactation tea for my wife. I had a coupon which offered a buy one, get one free promotion for this tea. At the time, the tea was on sale from the regular price of $6.49 to two boxes for $8. Therefore, with the coupon, I expected to pay $4 for two boxes.When using the self-checkout, the staff found that the coupon could not be entered automatically, so they switched to manual scanning. The total changed from $8 for two boxes to $1.51. The staff thought there was an issue with this price and called the supervisor, ****************** He informed me that the coupon policy is buy one, get one free, but the system was deducting the price of one box, resulting in $8 - $6.49. **************** stated that the coupon cannot be used because the policy indicates it cannot be combined with other coupons. He insisted that I either use the coupon at the regular price for the buy one, get one free offer or just the sale promotion without the coupon.I argued that a coupon and a promotion are not the same thing. The policy only states that it cannot be combined with other coupons, not promotions. Moreover, the system was capable of accepting both the coupon and the promotion. ******* S insisted that it was not allowed and that I had to choose one or the other. When I asked to see the company policy, he refused, stating it was internal information. In the end, I had no choice but to use the coupon at the regular price due to my wife's urgent need for the product.I am writing to seek clarification on whether this is indeed your company's policy. If it is, please explain why a coupon and a promotion cannot be used together, especially when the system allows it. If it is not, I wish to lodge a complaint against ******* S for his handling of the situation. His position is Sales Supervisor, and his approach was highly unsatisfactory.

  Business response

  04/06/2024

  London Drugs has reached out to the customer and apologized for the experience they received while shopping at the ******************, the customer will be coming back into the store and they will able to redeem the coupon and plus we have offered a gift card as a token for bringing this to our attention and help resloving the issue.  Case Closed.  

• Initial Complaint

  23/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a Fujifilm X100VI camera from London Drugs on February 29th and paid London Drugs the full amount of $2,419.97. London Drugs promised on their website that they would ship the order on March 1st, but in reality they have no intention to ship the order (5.22.2024) until now. Order Number: ********.

  Business response

  23/05/2024

  This Fujifilm Camera is an extremely high demand product across ******, the vendor is limited on stock and has no ETA of when the stock is arriving at our warehouse.  We have had stock trickling in, and we have been fulfilling orders in a chronological order.  Thank you.   

• Initial Complaint

  25/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I took some items to the beddington location fir a refund as they were purchased for a friend of mine and u had bought items to which they had allergies to. All the items were in pristine condition original packaging and all purchased from the beddington location within 3 weeks of purchase. I had misplaced the recipt so I called first and was informed that tho I did not have the recipt I could still return the item however the refund would be issued as store credit on a gift card.it sounded fair enough to me seeing as could use the store credit to buy similar items which contained alternitive ingredients so I went in however when I got to the store I was told I could not have the refund on a card rather I would be issued a voucher and a check would be mailed to my home within a 3 week period. So i gave the lady at the returns desk my passport so she could enter my info.It' has now been over 4 weeks and I still have not had a check or anything come from them.the total of the refund was just over $160.00 when I looked at the voucher to see if there was a number i could call I noticed that they put my middle name (****) on the voucher instead of my first name (******) so i called the customer help line I was told to contact the store and when I contacted the store I was told to contact the help line. I have contacted the help line the store and the head office on 3 separate occassions hopping to resolve the issue and see where the check is. These attempts were not successful if I had knowen there would be this much hassle I would have kept the item and brought them back upon the checks arrival but I assumed things would go smoothly without interruption so I gave the items to the store to be restocked. Please contact me ASAP

  Business response

  26/03/2024

  London Drugs have reached out to the customer for more details to investigate. The refund voucher was issued 3 weeks ago, it can take up to 4-6 weeks to process.  ****** is looking for the details and will be in touch with customer service with the required details. Bubby 

  Customer response

  09/05/2024

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

  I am reopening the complaint because I returned the items almost 3 months ago and I have not recived the refund that i was promised. I have been told different stories about what's going on by many different people the two latest ones were that it was sent to my home dress on April 11 2024 after 10 business days of waiting I contacted them they said they canceled the check that had been mailed and were now sending the check on a london drugs truck from Richmond to calgary specifically the beddington location after waiting à week I called beddington store and they had no idea of ant check being sent so I contacted the people online and they said it had been mailed out on April 11 2024 I still have not recived my money back and they kept the items that I returned the bottom line is l would like my refund please send me the check as soon as possible thank you
  
  Sincerely,
  
  ****** *****

  Business response

  13/05/2024

  The store has confirmed the check has arrived for the customeer to pick up. The store manager will be reaching out to the customer to set up a time to come and collect the check. We consider this case closed. 

  Customer response

  13/05/2024

  
  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

  29/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order for the ******** ****** Camera with the order number ******** on February 22, 2024. The funds have been withdrawn and cleared from my credit card. The website stated that the order would be shipped on February 28, 2024. I've been contacting London Drugs since February 26, 2024, to find out the status of the order over the phone and through email. The customer service agents, ******** and *********, assured me the item would be shipped on the 28th. It's the 29th, and no shipment. I called in and demanded to talk to a supervisor. I was not transferred to the supervisor. *** ****** **** ** **** ****** ******* ******** ** ******* *** ****** *** ********** She advised me that the order would be available on March 15, 2024, and if I wanted to cancel, I had to wait for her to request another department for cancellation. London Drugs took my money and had no items on hand to fulfill the order.When writing this complaint, London Drugs is falsely advertising they will ship the order on March 1, 2024, for the black camera and March 2, 2024, for the silver camera (see the attached screenshots).My point is that London Drugs publicly falsely advertised and promised that the order would be fulfilled, but it was not. **** ** ** ****** ** * ****. The customer service agents were reckless and did not care about the customers. They said they only had access to the inventory system once I pressured them to talk to a supervisor, and they gave me the real estimated shipping date. * *** ** ****** **** *** ****** *** **** **** **** ******* ** *** ****** ****** ***** ****** ****** ** *** **** ***** ******** **** ***** *** **** ***** ********* ******* *** **** * ** *** *** **** ******** *** *** ** *** ***** *** ********************** ****** ***** *** *** **** ** ** ******** ******* *******

  Business response

  29/02/2024

  London Drugs contacted the customer and explained this order was a pre-order that had to be paid up front.  The release date was Feb 28th by the vendor, the camera is coming into our warehouse either by Friday this week or first week of March. The customer had the order cancelled this morning; however, we have asked the customer to place another order and will be fulfilling the order. The order will be shipped out by the end of next week. The customer was happy and has accepted the resolution London Drugs provided.   Bubby    

  Customer response

  01/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business about complaint ID ******** and find that this resolution is temporarily satisfactory to me with the condition, as said by *****, the camera will ship out sometime next week, March 4 - 8, as per phone conversation. ** *** ********** **** *** ******* * ******* *** ***** ** **** ******* ********* *** ****** ** ******* **** ******* ***** ****** *** **** ************
  
  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. ↩