Complaints

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

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London Drugs has 76 locations, listed below.

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• 

  London Drugs

  12831 Horseshoe Pl Richmond, BC V7A 4X5

• 

  London Drugs

  1650 Davie St Vancouver, BC V6G 1V9

• 

  London Drugs

  32555 London Ave Mission, BC V2V 6M7

• 

  London Drugs

  10348 King George Hwy Surrey, BC V3T 2W5

• 

  London Drugs

  5237 48 Ave Delta, BC V4K 1W4

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:01/05/2025

  Type:Product 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.

  On January 16th, 2025 I placed an online order through London Drugs website. I bought 4 Star Wars blankets, 2 were gifts, 2 were for myself. One which is to be gifted yet is unopened, and I refused to open it after my experience with my personal 2. I put my 2 through the wash easily 5 times and they have pilling fabric shedded all over. If I try to use the blanket the pilling fabric makes a mess of my floor, or clings to my body hair and clothing. Id like all 3 to be returned, which London Drugs wont honor because they have a ***** day return period. On April 30th, 2025, I had an inappropriate interaction with an Asian man shelving candy at London Drugs located at ******************. *********, **. S7K 4S8. I was making my way around the store from the electronics, stopping at points of interest to me to see if products I want or need are on sale. I first saw the employee as I was going through the candy aisle looking at their products and prices. I continued down the aisle past the drinks and chips to the kitchenware, I expected to find my girlfriend. I figured I may as well look quick, she may have already, and might not want to return to the Kitchenware. The employee went out of his way to the back of the store to ask me Are you security? I inform him Im scanning the prices of products for myself and looking for my girlfriend. He laughs at the matter and waves his hand in my face. This made me feel he doesnt believe me and looks down on me for the way I present myself. I tried to report this experience to London Drugs Administration with my experience with the blankets, and the response customer service had for me. The woman repetitively apologized and said she could talk to the stores manager, and says theres nothing they can do about the blankets. This isnt an appropriate resolution to the way your employee made me feel. I would like compensation for the time I wasted where I thought I was a valued customer but I was treated like a criminal.

  Business Response

  Date: 05/05/2025

  We have reached out to customer twice and left messages for them to take it back to London Drugs on ***************, ********* to refund. We have made arrangement for with the Store manager, *** to take the item back and process a refund under customer's online order number *******. Thank you 

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23270794
  
  I am rejecting this response because:
  London Drugs on ********************* is located in ******, 2.5 hours of driving from **********
  Sincerely,
  
  ***** *****

  Business Response

  Date: 12/05/2025

  The refund has been refunded via online, for the amount of *****. Bubby 

  Customer Answer

  Date: 13/05/2025

   
  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. Thank you.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/03/2025

  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 made a purchase on 3/4/2025 for the amount of ***** with a debit card. This amount was immediately removed from my chequing account. Approximately an hour later another charge for ***** was removed from my account for from **********************. I received a receipt saying an item shipped that was ***** from the order but somehow I was charged *****. I sent all this info to customer service and was informed by customer service that only $32.19 had been charged and everything else was a pre-authorized charge. I insisted they these were full charges being taken and i received no resolution. As far as im concerned this is fraud and theft. This isn't a credit card where funds are pending to be posted. These funds were taken immediately and at a far greater value than what was advertised. There is no reason companies should be allowed to create these kind of convoluted payments at a way to extract additional funds from a customer, even if short term. I will never deal with this company again.

  Business Response

  Date: 05/03/2025

  We have reached out to the customer requesting more information, we will look be looking into this further with our finance **** once we hear back from the customer. 

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23020609
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/02/2025

  Type:Service or Repair 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 am filing this complaint regarding an incomplete repair service I received from London Drugs. I brought my **** laptop to the ******** location for repair. I was assured the repair was completed, and was charged $50 for the service.When I picked up the item 5 days later, I discovered that the original issue had not been resolved. I contacted the store, but no adequate explanation or resolution was provided for why I was charged for a service that was not successfully completed. I was also assured that the repair was completed again.

  Business Response

  Date: 13/02/2025

  The Unit was under Asus warranty and has passed all the diagnostic test offered from Asus, So at that point our tech found the device driver for the trackpad was not installed properly and as soon the tech installed the driver,trackpad started working.
  
  The tech also advised to the customer to take it home and see if the problem still persists than we can send it back to Asus but as the diagnostic tests passes and need to gather more information to see if its worth sending back to Asus.
  As Software issues not covered by manufacturer but if it comes out as an hardware issue we will return the diagnostic fee.
  
  We have asked the customer to bring in the laptop to look into the issue further at their convenience. Bubby  

• Initial Complaint

  Date:05/02/2025

  Type:Product 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.

  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

  Date: 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 Answer

  Date: 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

  Date:04/02/2025

  Type:Product 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.

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

  Business Response

  Date: 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 Answer

  Date: 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

  Date:27/01/2025

  Type:Billing 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.

  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

  Date: 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

  Date:25/09/2024

  Type:Product 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.

  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 Answer

  Date: 25/09/2024

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

  Business Response

  Date: 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

  Date:12/08/2024

  Type:Product 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.

  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

  Date: 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

  Date:09/08/2024

  Type:Product 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.

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

  Business Response

  Date: 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

  Date:03/06/2024

  Type:Billing 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 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

  Date: 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.