ComplaintsforRite Aid Corporation

• Initial Complaint

  09/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order#******** This order was supposed to be delivered to me today.It was prepaid.I'm waiting all day here for my medicine.Thjen i get a text saying the order was returned to the store.Why?So they can cheat me out of $33.00?Unacceptable..There's no reason why this was not delivered.Npw I don'have my medicine.Rotten service.

  Customer response

  09/30/2023

  One of the prescriptions I very much need,has been sent back.Sumatriptan.I paid for that prescription,and now I'm without it.Delivery was nevder 

  even attempted.I'm ill,so it is difficult for me to get to the pharmacy,

  Business response

  09/30/2023

  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 2 business days. 

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The Rite Aid pharmacy never answers their phone. I have lived by this pharmacy for at least 5 years and it’s extremely difficult to get someone on the phone. I have chronic asthma and am in constant need of a refill of my emergency inhaler. 90% of the times I have called in the past 5 years, the call goes unanswered and I am forced to go in person to the pharmacy just to request that my refill be fulfilled. I have a 2 year old child that is sick and I couldn’t get someone on the phone earlier this week to get information about the antibiotics he needed to get better. Today (9/29/23 at approximately 12 pm) after calling several times throughout the morning and being on hold for over an hour at one point, I was able to speak to a pharmacist about refilling my inhaler. I asked to speak to the pharmacy manager to bring the issue to his attention and he simply stated they were short staffed and there was nothing that could be done about it. He was very rude and did not provide his name. He not once offered an apology nor was empathetic in any way. This is unacceptable.

  Business response

  09/30/2023

  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 response

  10/01/2023

  [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

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is with the Rite Aid Pharmacy. My Oncologist submitted a prescription on 9/12/2023. As this pharmacy requires you to call in to speed up process, they do not answer their phones to get the process rolling. I called 4 times 9/20/23 no answer. Called 9/21/23 no answer and finally got a person to answer. She said it would be ready 9/21/23 for my chemo appointment and would put a rush on it. When calling them to get vital prescriptions, and you call multiple times, they keep lines busy so you can not get thru. I have documented how many times calling to get thru. 9 times one day and suddenly lt was busy. Tried calling the main customer service line @ ************** could not get complaint handled. Bottom line, to this day 9/25/23, I still do not have this vital prescription for chemo that sent in 9/12/23 by my Oncologist. This needs to be investigated as I know other people are having the same issues. The resolution is fixing this as it hurts people that need vital prescriptions. I know they are short staffed but this is hurting people not filling vital prescriptions. I will gladly forward any more information that I documented showing my phone records trying to get thru. My prescription was submitted 9/12/23 and still do not have this medication. They need to fix this situation. It is an important one.

  Business response

  09/27/2023

  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.  

  Customer response

  09/29/2023

  [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:
  They stated someone will contact me by upper management to confirm what they are doing with this situation. No upper management has contacted me. I did receive email stating they would have upper management contact me. But has not happened. Until then, I have to reject as there has been no confirmation how they are handling this important complaint. 
  
  Regards,
  
  *********************************
  

  Business response

  09/30/2023

  When a concern is forwarded to upper management of a Rite Aid location, upper management has a timeframe of 3 business days to contact the customer. This concern was forwarded to upper management on 9/28/23. This means that they will contact you on or before 10/3/23. We apologize for the confusion.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase for Charcoal Tablets on July 18th. I didn't use the product and went to return or exchange it within 30 days. I have proof of the transaction in a a text on my phone. The store would not return or exchange the product and had me call their support company that confirmed they would not return it. I called Rite Aid corporate office and they tell me a supervisor will call, nobody has called me and I have had to call again and again. They sent me a Report showing my return history on which there is only ONE return ever. I just want my $15.16 cents returned and I never want to shop here again. I asked to speak to a supervisor today while I was on the phone and I was told the only thing they can do is create yet another report and Today the rep hung up on me. This is the worst customer service I have experienced in a very long time. I want Rite Aid to send me a check for $15.16. Rite Aid Case # ********

  Business response

  09/19/2023

  We are sorry to hear about the difficulty that you have had attempting to return this item. Unfortunately, since the return has been denied by The ***************, we are unable to issue a refund. For further assistance with this matter, please contact The *************** by calling **************. 

  Customer response

  09/19/2023

  [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 brought the item back to the store within 30 days. I had proof of the purchase in a text on my phone from my credit card company showing the date and the purchase for $15.16.

  Not allowing me to return, or exchange the product in less than 30 days is poor customer service.  I do not receive poor service like this from anywhere else I have chosen to be a customer.

  I have proof that I purchased the product. The product was unopened and in perfect condition.

  The agency that they are working with, the ***************, does nothing but back up there. Poor customer service.

  This is not acceptable business practice and this is not a store or an organization where I want to continue to spend my money

  It would be so easy for them to return the $15.16 to make the customer happy and they just wont do it.

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

  Business response

  09/20/2023

  We truly apologize for this situation. Unfortunately, it is not possible to issue a refund without the approval of The ***************. Please contact The *************** by calling **************.

  Customer response

  09/20/2023

  [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 *************** is a company contracted to Rite Aid to tell people No.

  The *************** is another reason why doing business with Rite Aid has been a terrible transaction. They don't have solutions, they aren't there to make the customer happy, they aren't there to provide a $15 refund.

  All around, this is awful customer service.  Its a business out of integrity with their customers. Its a business with unethical business practices.

  I have proof of purchase. Its a $15 item. I have only returned some thing to this company one time ever.

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

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a medical condition ( irritable bowel syndrome) which makes me need to use the restroom with out notice, I was shopping at rite aid in Ferndale when an episode came on and I need the restroom immediately! They denied me access which caused me to mess my pants I was so embarrassed, sad confused I could not get out of the store I peed all over! I am 65 years old and a paying customer! I feel I am at the very least owed an apology!

  Business response

  09/14/2023

  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 response

  09/16/2023

  [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

  09/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  09/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  09/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  08/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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.  

*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. ↩