Complaints

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

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Rexall Pharma Plus has 36 locations, listed below.

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• 

  Rexall Pharma Plus

  5965 Coopers Ave Mississauga, ON L4Z 1R9

• 

  Rexall Pharma Plus

  447 Main St E Hamilton, ON L8N 1K1

• 

  Rexall Pharma Plus

  3100 Dixie Rd Mississauga, ON L4Y 2A6

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  Rexall Pharma Plus

  2300 Yonge St. Toronto, ON M4P 1E4

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  Rexall Pharma Plus

  14403 Miller Boulevard NW Edmonton, AB T5Y 0L4

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:29/05/2025

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 May 6, 2025, I experienced both a promotional pricing error and unprofessional staff conduct at Rexall Store #1404 in Hamilton, ON.
  
  I originally purchased Maca ($37.99) and received Melatonin ($34.99) as a free BOGO item. I later returned to the store to add another item and trigger the “Spend $50 ? Get 25,000 Be Well Points” promotion. However, I was told the only way to apply the promotion was to refund and re-ring the items.
  
  After the refund, the Point-of-Sale (POS) system failed multiple times. More importantly, the BOGO promotion no longer applied to the same Maca/Melatonin pair. I was forced to pay full price for Melatonin and select an unrelated item—Vitamin C ($28.99)—just to receive a BOGO discount. This was not part of my original plan and led to unnecessary and forced consumption.
  
  Although I received a free Vitamin C, it was a product I did not want. My original BOGO discount of $34.99 was lost due to a system issue, and I was never told why the same items no longer qualified. The staff could not clarify the rules, and one cashier even appeared to mutter a profanity during the transaction ***********.
  
  What’s worse, my second visit to resolve the issue lasted approximately one full hour due to repeated scanning, refunding, and re-ringing attempts caused by POS failures—wasting both time and energy that could have been avoided with proper escalation.
  
  I am not asking for compensation for all purchases. I request a retroactive BOGO credit for Melatonin ($34.99), or equivalent value in Be Well points or a gift card. I also ask that the cashier’s conduct be formally reviewed and that coaching be provided.
  
  This issue was reported to Rexall Customer Care on May 6 (Case *********), with follow-ups on May 13 by both email and phone. I was told to expect a reply by the following day. As of May 28, no response has been received.
  
  Please assist me in resolving this matter fairly.

  Business Response

  Date: 29/05/2025

  Regarding this case, the store has reached out and offered a gift card to the customer. The customer has agreed and can come in anything to pick it up. Thank you so much 

  Customer Answer

  Date: 03/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Thank you for the response. Unfortunately, the following issues remain unresolved:
  – No clear explanation has been provided as to why Maca was excluded from the second BOGO transaction.
  – No written statement has been issued confirming or denying the alleged profanity from the cashier.
  – No information has been shared regarding whether the employee’s conduct was formally reviewed or whether an internal report was created.
  As noted in both my original complaint submitted to the Better Business Bureau and in follow-up emails to Rexall Customer Care, these concerns have been raised multiple times but remain unanswered.
  Specifically, I have requested the following:
  A written explanation of why the Maca product was excluded from the BOGO discount during the second transaction.
  A written account of the employee’s response to the allegation of profanity:
      2.1) If the employee admitted to using inappropriate language, I request a written apology.
      2.2) If the employee denied it, I ask for clarification on what I may have heard and whether Rexall believes I fabricated the incident.
  In case the above statement cannot be provided, I request a copy of Rexall’s internal report on the matter, including:
      3.1) Confirmation that the employee was informed of this issue.
      3.2) A summary of the employee’s explanation.
      3.3) An outline of the actions Rexall has taken or plans to take in response to this incident.
      3.4) Any improvements to staff training or policies to ensure better customer service in the future.
  If I do not receive a written summary of the internal findings and how the employee was addressed, I will escalate this case through provincial regulators and make this matter public through multiple consumer platforms. This is not a threat—it's a necessary step to ensure accountability and transparency in how Rexall handles customer complaints.
  
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:08/01/2024

  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.

  My doctor requested something specific for a brand for meds as I had issues in the past. I had got the same meds a few months prior without charge. This time the bottle had a charge attached unlike the previous one. I do have a card on file for prescription vitamins I have to buy but was told you give the ok before a charge. I wasn't present the day the charge happened. The pharmacy allowed someone other than me to take my meds and didn't even mention a charge. I found out days later about the charge. I was so thrown off as to why they would give my meds to anyone but me. If I had been present I could have addressed the charge or even declined it on the spot. The pharmacy took that option from me. I tried calling to get a refund as these were the same meds I had gotten previously. The manager *** **** **** *** said they made a mistake the first time around. Not my fault. I told them I was concerned they charged my card without permission and gave my meds to someone other than myself. *** ******* ******* *** **** ** **** **** *** ****** *** * *** ***** ************ **** ***** ********* **** *** ******** He agreed to refund me if I got paper work from my doctor. I did this as asked. The manager called me while i was at work days later and I didn't get the call. The message just said he needed to speak with me in regard to the papers. I called for over a month, leaving messages and asking for a call back as no refund was given. I spoke to the manager again right before christmas. He ******* ***** *** said he did call me back 1 time. * *** ******** *** ** *** ******** **** *** ** ******** ***** He then told me he decided he was refusing the refund. * ***** *** ******* ***** ** **** ***** **** ** ** *** ** ** **** ************* ** ******** It is completely valid to be concerned with my banking info and my meds when it's handled this way. * *** ******* **** ** *** ********* *** ******** I was new to this location. I would appreciate someone contacting me to resolve this.

  Business Response

  Date: 01/02/2024

  I believe the Pharmacy Practice Lead of the store has already contacted the customer.

  Customer Answer

  Date: 01/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have not been contacted as of yet. I was only ever told it would be escalated to the appropriate department. No contract or resolution has been made. I am still waiting for the company to contact me as the store was not able to assist.
  
  
  
  Sincerely,
  
  
  
  ****** ****