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:04/08/2023

  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 was over charged. Sale advertising 15.99 I was charged 20.99.Do I get item fir free, or just difference? Thanks ******

  Business Response

  Date: 09/08/2023

  Good morning,

  We have emailed the customer asking for more details so that we can investigate and resolve this issue for her. 

  Thank you and have a wonderful day!

  Sincerely,

  *****
  Customer *********** Administrator
  **********************
  ************ or **************
  ************/ ************** (Photo Station)

   

   

• Initial Complaint

  Date:01/08/2023

  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 april 3rd i visited London drugs ** **** ******. I purchased a 200 dollar prepaid ********** to give to my son as a birthday present. He tried to use it and the card was empty. No funds! I looked at the receipt and it was activated. ? I took it back to the same girl that rang it through a few hours later and she said there is nothing she can do. A manager came and the tone of her voice was threatening. **** * *** * ****** (In fact i have been a supplier to london drugs for over 30 years and they know my company well so i did not want to bring my company name up. ****** **** ** ********. Anyway she told me i have to deal directly with their supplier. Its now almost 5 months later. I have bad no resolution. At one point they told me no problem. Security at vanilla has investigated and the card has been reloaded. I told my son and again it was refused. This was very embarrassing for me and him both. I looked closer at the receipt , the card serial and the serial on the plastic packaging. They did not match. Further , the card actually expired the day after i bought it. ! So vanilla reloaded the card and its still useless. They have yet to solve my problem. Im regretfully filinga bb complaint against LD as a last resort. The olace i bought this card from. At the minimum they should have investothis on my behalf. **** *** *** **** **** **** ******* ** ******** **** ***** *** **** ******** The case number with the credit card company is ********. I want london drugs to resolve this immediately. This is their internal issue and should not be mine.

  Business Response

  Date: 10/08/2023

  We are working with Store #** and our ********************** to ****** additional information about this Vanilla pre-paid card. The additional information provided by the customer has been helpful and we are now corresponding with Incomm for the Vanilla card details and working towards the desired resolution requested by the customer.

  Customer Answer

  Date: 10/08/2023

  
  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:16/05/2023

  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.

  Firstly, this is a complaint against the London Drugs at 3170 Tillicum Rd, not the Yates St location. Your system did not appear to recognize this location. On December 13th 2022, I purchased an assortment of Christmas gift items at this London Drugs store. One was a landline telephone for people with hearing impairments. Cost $209 total with tax. It was a gift for my elderly mother-in-law. However, the phone was not compatible with her hearing aids, so I returned the phone - unopened - on January 9th 2023. I was unable to locate the receipt for this but thought it would not be an issue because I was able to provide them with the credit card used for this transaction. Yet, at the store they took my phone and instead of a refund, gave me a slip with the amount owed and a refund number (attached doc.). The slip said it would take about 3 weeks to receive a refund sent to me by mail. No. refund was received and by the 5th week I returned to LD and the sales rep told me time to process is taking longer because Christmas season returns. By mid-March (9 weeks after I returned the phone) I still had not received a refund and I returned to the store and asked to speak to the manager. The manager was not available to speak to me and instead had the sales rep take a photocopy of the slip I was given and the manager would forward it to head office. By mid-April (3 months) I had not received the refund and returned to the store and insisted on speaking with a manager. Once again I was denied to speak to a manager and instead only given an assistant manager's first name "Ryan" and that they would take my mailing address and look into this immediately. Another month has passed, no refund has been given, no one has taken accountability for this, and the $200 phone that I returned has likely been resold a long time ago. No telephone number has been provided to me and I have had to go into the store each and every time to deal with this issue now entering its fifth month!

  Customer Answer

  Date: 16/05/2023

  Re: ID 20066639 

  Greetings Enmanuel 

  Thank you for acknowledging my claim against London Drugs and for your quick response and clarification in regards to my quest for compensation.  I understand fully this is not an area the BBB can process, and appreciate if you could proceed solely on the out of pocket expenses for the return of their product. 

  Thanks again, *********

  ***** *****

   

  Business Response

  Date: 19/05/2023

  We will be reaching out to the customer and will look into this issue, it was a refund voucher that was issued and a check usually gets mailed directly to the customer.  Will do another update after speaking with our finance dept.  Bubby 

• Initial Complaint

  Date:02/03/2023

  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.

  placed an in store order for 11 sterlite clip totes about “1” month ago. I paid for 4 in store to take home that day. Found out the shelf will need a lot more than that.
  And then few days later called to the same store and asked them to help me order more. Manager let it slip that there seems to be some “issues” with quantity at the warehouses and something about CS never should of let me place order for that many that the system does not look like there is stock. There was stock. The day I PAID!
  ******* **. I quickly ordered 6 more online at home. And I wasn’t paying attention. So I did not see confirmation. So ordered again 6 more. Ended up with 2 orders of 6’s.
  
  The next day possible I called to cancel one of the two orders.
  
  The 6’s came. I picked up. Asking where is my other ones. This was Thursday to Tuesday now. And I ordered Thursday and Sunday.
  
  The Sunday order came Tuesday.
  Yet. My Thursday order is now going on 3 weeks. No update.
  
  What upsets me. Is that if this was (2) different customers. Each ordering same things. Why would you give customer #2 who orders 4 days later than customer #1 their order first. Even if you couldn’t fulfill 11 you should give me my 6 first before the next customer who ordered days later?
  
  ** *** ** *** ** ***** **** ***** ****** ********* *** *** ** **** ********** ***** *** *** *** ***** ********* **** **** ****** *** **** ** ***** ************ **** **** * *** ***** *** ****** *** ** ************* **** ********* **** ***** I paid you. In good faith. That I would get my ordered items. And that barring it gets out of stock out of your control. I expect to get my items. And you giving out the items out of sequence is not okay.
  
  And now that I want a refund your CS is telling me I have to come in store to do it. *** *** ******* ** **** ** ****** ***** ** ******** ***** ********* **** **** *** *** ** **** ********* *** * **** ** ***** **** **** ** **** ** *** *** * ****** * ***** ****** **** *** ** ***

  Business Response

  Date: 03/03/2023

  The customer has been contacted, we sincerely apologized for the experience they received while shopping and London Drugs.  The pending order will be processed, the order that was paid for instore will be refunded. We have also offered a 100.00 London Drugs gift card, which the customer has accepted.  We would consider this case closed. 

  Customer Answer

  Date: 03/03/2023

  
  
  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,
  
  
  
  ***** *** ***

   

  yes that’s okay resolution. But future the company needs to fill orders in order placed. Yesterday phonr call I was told my 3rd order will be ready for pick up today yet order#1 for same item is still not filled. ** ***** ** ***** **** ** ****** *** *** ***** ***** *** **** *** ** ****** ********* ** *** **  ***** **** ******* ** ***** *********** **** ****** ** **** *** ******** **** **** ****  

• Initial Complaint

  Date:06/12/2022

  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.

  October 31st 2022 I bought a camera and microphone from London Drugs. I opened the box, to complete an inspection after receiving the item but decided I no longer wanted the item. This was when I informed London Drugs that I would be starting a return with *** for a full refund.
  
  After multiple weeks, they finally received the package and emailed informing me that the camera box was opened and tampered with, and marked it as a used unit even though the camera was never once used. It was still in its original packaging and original purchase condition.
  
  After the customer service individual, Bubby G***, informed me that they were going to be sending the units off the their "tech team" to further inspect the items, it took another 2 weeks to get a new email saying "the items were deemed as used and we will offer you a refund but you will be deducted a 10% restocking fee."
  
  I sent back a strongly worded email after this informing them that after analyzing their companies' terms and conditions, there was no mention of a 10% restocking fee being applied to any returned items in any way. I will attach some pictures of their terms and conditions below that state the following, "Products being returned for a refund must be received in their original purchase condition (which they were), and in their original packaging (which they also were). This includes all accessories, warranty cards, and manuals (all of which was present upon returning the devices to their company.).
  
  The total of the initial transaction was 4124.47$ CAD on my **** card. They ended up deducting 364.93$ CAD for these "10% restocking fees" that were never found anywhere in their terms and conditions.
  
  I said I would like these fees waved. They refunded me 3712.03$ CAD (3759.54$ CAD should have been that refund value after number crunching. So they ******* me on that too by 47.51$ CAD) on Decemeber 6th 2022, and never acknowledged my email.
  
  *364.93+47.51 = 412.44$ CAD*
  Please help me get my 412.44$ CAD

  Business Response

  Date: 09/12/2022

  412.44 has been applied. 

   

• Initial Complaint

  Date:28/11/2022

  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.

  London Drugs was upgrading their LDExtra rewards program. On the last day of the old system, I made some purchases for beauty products at London Drugs on No. 3 Road, the sales rep told me that I have 4 beauty vouchers in my account. (2 ***** vouchers valued at $55 each, and 2 ** ***** ***** vouchers valued at $40 each, total $190). I was going to redeem them all, but the sales rep suggested that the vouchers will not expire until Feb 2023, and since I already purchased a few items, I don't need to redeem at rush. So I didn't redeem any of them.
  
  Then the system upgrade took around 2 months, and finally I was able to access my account, instead of 4 vouchers, I only see 1 ***** voucher. I then asked the sales rep, she said I need to contact customer service. So I emailed customer service, and they issued an IT ticket to investigate and told me there's only 1 voucher, and asked me to contact the sales rep. Then I called the sales rep again, she said she can no longer access my account, contact customer service.
  
  The two departments are now passing the buck to each other, not helping me getting my already earned vouchers back. I've attached an email received before the system upgrade showing the progressions I have for ***** and ** ***** *****, I get a voucher for every 10 progressions, and I went into the store on July 31, 2022 to earn 2 more vouchers. (After my purchase on July 31, I should have 2 ***** and 2 ** ***** ***** vouchers.)

  Business Response

  Date: 29/11/2022

  London Drugs have reached out to the customer, to provide receipts of the purchases that were made July 31st, to accumulate the coupon.  The customer will be getting back to London Drugs if they don't find the receipts, we can look up the receipts for them.  

• Initial Complaint

  Date:15/09/2022

  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.

  Date of Transcription 2022-01-10
  
  $55.99 Cost of the Service
  
  I had a print spooler problem with my computer and this caused an issue to print with any printer.
  
  The technician called me up after he looked at the computer and said they had no way to test the computer to see if it would print. I think London Drugs should be up front with their customers and tell them ahead of time that they could not computer print spooler issues. A computer tech shop should have at least one printer in the shop that they could setup on the computer and see if they could resolve the issue. The Technician said he updated some windows files ( I do that on a regular basis myself), he said he cleaned up some Printer Spooler files but then he had the same issue I had in that the printer spooler starts but then shuts down within a minute and of course nothing is able to be printed when this happens!
  
  Accounting tracking number **********  London drugs, please be honest with people, No one told me I should have brought in a printer so that they may try it out to resolve the issue.

  Business Response

  Date: 21/09/2022

  The customer has been contacted by the store in question. He has gone to store and was given a refund for the past computer services performed by the Computer Technician. Store Management has relayed that the customer was satisfied with this resolve and had purchased other items, as well.

  Customer Answer

  Date: 21/09/2022

   
  
  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:19/08/2022

  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.

  Transaction on their online store on August 12, 2022.
  I have been charged twice for a purchase. The money has not been returned.
  Contacted them, no resolution was found. Was told it would be returned in 3-5 business days, time period over and no fund returned.

  Business Response

  Date: 20/08/2022

  The customer's online order was split into two parts when fulfilled. London Drugs captured $34.49 and the $90.48 equaling $124.97 in entirety.

  Date: Aug 12 3:03pm Amount: $34.49
  Type: Capture Status: Captured
  Transaction ID: ************
  Response Code: *** Response Message: APPROVED * =

  Date: Aug 12 12:09pm Amount: $90.48
  Type: Capture Status: Captured
  Transaction ID: ************
  Response Code: *** Response Message: APPROVED * =

  There were no other funds captured. There was an initial pre-authorization that was to hold the order in queue but that would have dropped off when fulfillment captures took place.

   

  Thank you.

• Initial Complaint

  Date:29/07/2022

  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.

  Order # ******** Order Date: July 16,2022
  
  My price match request with Costco.ca (first attachment) was rejected for the ***** ** ****** Blood Pressure Monitor sold to me by London Drugs(second screen shot)
  
  After reading their price Matching Policy(third screen shot), I cannot find a valid reason being disallowed the price match. This is very misleading since at the top of the their policy webpage it says Our Guarentee"
  
  I tried contacting London Drugs through phone/Chat/Email multiple times to resolve this issue but they refused (see fourth screen shot for email sent)
  
  A good business practice is not to pick and choose when you want to follow your policy, the policy should be set in stone and followed no matter what to retain customer satisfaction
  
  I was expecting a refund of $45.28.
  
  Thanks,
  
  **** ***** *** *** ****

  Business Response

  Date: 29/07/2022

  We will reach out to the customer and offer a 50.00 as a one time service gesture, this will cover the difference of the price match. 

  Thank you Bubby 

  Customer Answer

  Date: 29/07/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: there is a $75 minimum for free shipping from London Drugs. I would rather they simply follow their price match policy and credit me the difference in price plus tax please 
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 29/07/2022

  Please be advised a 50.00 dollar coupon code has been provided plus a free shipping code, which means the customer does not have to spent 75.00 to qualify free shipping. They can purchase anything for 50.00 and then enter shipping code to have the item delivered for free of charge. Bubby 

  Customer Answer

  Date: 30/07/2022

  
  
  Better Business Bureau:

   

  Initially the $50 code did not work, but this morning I tried it again and it worked. I would've preferred to have had the difference directly go back on my credit card, but this will do. I placed my order just now using the $50 voucher and free shipping.
  
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:18/07/2022

  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.

  I bought a ** *********** ***** laptop from London Drugs on 2/2/22 which cost me $672.54, pay before i pick it up. they don't have it in store that day, I was told is in the other store, they will call me when is ready for me to pick it up which they call after 2 days so I pick it on 2/5/22.
  When I found out that there was a little dot on the screen of the laptop when I open the package I taught it was nothing serious after some days find out that I can't see anything on the laptop screen and is not broken but ink is inside which I took back on 2/11/22 after I notice the defect, I complain to them, they collected the laptop and promise to look into it. after a week they call me that I have to fix the screen with $650. I told them I can't do that because I have not really used the laptop, they told me, they can't do anything about it again. since then the laptop has been with them and never say anything about it anymore, which I call the head office severely they kept transferring my call to the new Westminster store where I purchase the laptop. I don't know how BBB can help me out of this situation. I spent a lot of money to buy this laptop for my course because my old laptop is giving me problem. this is 5 months not heard from London drugs.
  Is either they refund or replace my laptop.

  Business Response

  Date: 29/07/2022

  We have included a image of the laptop that received impact damage while in the customers possession, our tech had a look and it not a software or a hardware issues its a impact damage. 

   

  We are waiting for the customer to let us if they would like us to go ahead with the repair, cost for repairs are roughly around 650.00. We are unable to refund or exchange the unit since impact damages are not covered under warranties .  We will reach out to the customer again to see what they would like for us to do with the unit that is sitting at our store.

  Thank you. Bubby 

  Customer Answer

  Date: 30/07/2022

  
  Complaint: ********
  
  
  
  I am rejecting this response because:the impact is inside the laptop. The manager or whoever are not sincerely.
  
  
  
  
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 03/08/2022

  The Store manager will reach out to the customer and we will offer a refund. Thank you.  

  Customer Answer

  Date: 03/08/2022

  
  
  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,
  
  
  
  ****** *****