Complaints

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

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  Rite Aid Corporation

  1200 Intrepid Ave Ste 2 Philadelphia, PA 19112-1230

• 

  Rite Aid Corporation

  901 Northampton St Easton, PA 18042-4231

• 

  Rite Aid Corporation

  9 N 52nd St Philadelphia, PA 19139-2644

• 

  Rite Aid Corporation

  4055 Market St # 89 Philadelphia, PA 19104-3031

• 

  Rite Aid Corporation

  PO Box 3165 Harrisburg, PA 17105-3165

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:03/28/2023

  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 tried to add money to my **** app. It never showed up on my app. I paid them $201.00. I called cash app at the store in front of the manager. They said it never should have went through the bar code expired. Also said rite aid needs to refund the money. This happened in 1/4/23. I still wasn't refunded. I wear given people to contact, numbers to call, and email address which weren't even valid. Finally called an 800 number for them and was given a claim number and told to go back there the next day they needed to refund it. Went back the next with the reciept I still have for it. Was told there not refunding it they didn't care and to do what I wanted. Called the 800 number again they sent something to the district manager was told they would call me. Still no call still no refund.

  Business Response

  Date: 03/29/2023

  We are sorry to hear you are still waiting to be contacted by a Leadership Team member. Please be aware, this matter has been escalated and someone will follow up with you as soon as possible. 

  Customer Answer

  Date: 03/29/2023

  [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

  Date:03/25/2023

  Type:Customer Service 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.

  This is regarding an online delivery order. Order number is *********. I've been trying to get ahold of a customer service representative for days now, and I have had no luck. There live chats are not ever working. When I call them, I'm placed in a queue for hours until the phone line cuts. I ordered ******** Gel and two Protein Wafer bars from ******. The gel was not in package, and because I cannot get ahold of anyone, I cant confirm if they are out of stock of the item, or just simply forgot to add it. The two protein bars arrived completely broken, and Im assuming this is due to poor shipment handling; but all the bars are broken up into pieces (crumbles). I am requesting a refund! It is absurd how they have all these customer service tools on their site, but can never pick up to assist me!

  Business Response

  Date: 04/01/2023

  We are sorry to hear about the difficulty that you have had reaching us regarding this issue. We apologize for the damaged and missing items from your order. We have issued a refund for this order. Please allow 7-10 business days for the refund to reflect on your credit/debit card.

• Initial Complaint

  Date:03/24/2023

  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.

  Hello:I hope all is well with you. Thanks for taking the time to review my complaint details and for making me the best part of Rita Aid. Recently, I purchased a $25.00 Home Improvement gift card from your store. This is not to be confused with a ********** Gift Card. This gift card is sponsored by ******/the ******** *******. It can be used at many home improvement stores (**********, *****, *** **************** etc). I tried to use this gift card in ********** and *****, in-store and online. Unfortunately, the card was not working. It was showing declined at the register, even though it was activated and had a $25.00 balance on the website. I contacted (****************************************) at **************. They quickly issued me a new gift card. It arrived within two weeks. However, I still have issues using this gift card. It still says "declined. I have attempted to use it at **********, *****, *** ********, and other home improvement retailers and I get the same results. I have tried to contact them at ************** and they do not answer the phone. I have held in access for 3 hours and no one picks up. Moreover, I have attempted to email them and I have received no response. Moreover, I have called their corporate offices and left numerous voicemails with no response. I am reaching out because I would like to destroy this gift card. It is useless to me. However, I would like some form of compensation. Since I purchased this gift card from you, I would like to see if you can offer me a $25.00 gift card/another form of compensation. I appreciate your time and consideration. I appreciate you taking this under the highest level of priority. Respectfully

  Business Response

  Date: 03/24/2023

  We are sorry to hear about your recent experience with Do It Yourself Home Improvement. Unfortunately, gift cards purchased at Rite Aid cannot be returned. You can review the Rite Aid return policy by visiting ********************************************************************* We apologize for the inconvenience that this has caused.

  Customer Answer

  Date: 03/24/2023

  [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 appreciate your taking the time to follow up with me so quickly. However, I find your response inappropriate, offensive, inconsiderate, and insensitive. When I purchase goods/services from any business, I expect the goods to work as intended. I am not asking for a refund for the gift card. Moreover, in this case, I have not been able to use the product as intended. However, I have not been able to card in contact the manufacturer or card issuer. It is my position that since you sell this item and make a small profit off it you should have first apologized for my issues faced and secondly offered to get me in contact with the card issuer at a minimum. Since you sell their products, at a minimum, you have their direct contact information readily available or at least can find it. 

  Should I file a dispute with my credit card company? Would a chargeback solve this process? I would like to note, that the average chargeback costs over $20.00. It does not cost me anything, it will cost you. So in the end, it would cost you $45.00 over a $25.00 issue and you would have lost a customer in the process. 

  Might I ask that you re-evaluate your position and consider a more thorough investigation/response? Essentially, you responded to another question. I did not ask for a refund, I asked that the product I purchased - work.

  I appreciate the time you will take in following up with me. Moreover, at this time, your entire position/response is rejected. 

  Respectfully 

  Business Response

  Date: 03/27/2023

  We have reviewed your concern again, and as an apology for this situation, we have added $25.00 BonusCash (store credit, equivalent to $25.00 USD) onto your Rite Aid Rewards account. This will be available by 6:00 am on 3/28/23, and will expire at 6:00 am on 4/26/23. We truly apologize for the inconvenience that this has caused. Please keep in mind in the future that gift cards purchased at Rite Aid cannot be returned or refunded. Unfortunately, we do not have access to a direct line to contact Do It Yourself Home Improvement. You may contact their Customer Care Center by calling **************.

  Customer Answer

  Date: 03/28/2023

  [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

  Date:03/21/2023

  Type:Customer Service 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.

  The staff at this Rite Aid located on ************************ are never on time and the pharmacy never has the medication ready, they call you and text you and when you make the time to pick-up your prescription they tell you is not ready and make you wait 30 to 40 mins. No one has time to wait. In addition I waited this morning almost an hr after they open for my son's medication on a very long line and individuals left because there was only one person working the pharmacist **. ***** with no staff to help. Online it states the pharmacy opens at 7am. A staff member arrived after 830am and **. ***** asked her why are you late. This is unacceptable and has to be addressed its been going on to long.

  Business Response

  Date: 03/21/2023

  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 5 business days. 

• Initial Complaint

  Date:03/20/2023

  Type:Customer Service 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 a long time resident of the ***** and have lived in my current home over 30 years. The proximity to the Rite Aid and pharmacy at **************************** is very convenient and I have had great service there until the past few years. I know covid has had an impact on this and many other pharmacies, and I feel I have been tolerant and patient knowing the difficulties the pharmacy has been experiencing. However, my recent experience was unacceptable. I have summarized the events and correspondence I have had with the store and the company below. I have retained all email correspondence should there be a need to reference and specific information.I have attached the summary of events and contact as well as email correspondence regarding the issue.

  Business Response

  Date: 03/21/2023

  We are sorry to hear about your experience at location #*****, and the difficulty that you have been having making sure it is addressed. Please be advised we have notified the Pharmacy Region Leader and the 
  Division Pharmacy VP about this issue to be sure this is addressed. They will be in contact with you within a maximum of 5 business days. 

  Customer Answer

  Date: 03/28/2023

  [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

  Date:03/18/2023

  Type:Delivery 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.

  Order #********* was placed on December 10th, 2022. I initially started a return online for some of the items but was not provided with a return label. I contacted the company and did not receive a response. They did not answer three separate e-mails and did not answer the phone. I ended up returning the items (in brand new, unused condition) using the provided return paperwork that came with the order instead. The items were received by Rite Aid on January 6th at 9:01 am. No refund was ever provided. I have yet to hear a single solitary word from Rite Aid. I began a dispute with my bank. The dispute was resolved in my favor (of course) but Rite Aid has now randomly decided to fight me on it nearly 2 months later. I have not the slightest idea why and I still have not heard a single word from them. They remain in possession of the returned items and as of right now I am still fighting for my permanent refund. This is the worst experience I have literally ever had with a company. Nonexistant customer service except for them to apparently interact with my bank 2 months later to fight me over their desire to rob me out of $47. This has been the most bizarre experience with a company. I would appreciate contact with someone from Rite Aid. I would appreciate an explanation. I would appreciate an apology. And I want my money back.

  Business Response

  Date: 03/21/2023

  We are very sorry to hear about the difficulty that you have had returning your order. Thank you so much for bringing this to our attention. We apologize for the lack of communication and that the dispute was canceled, even though you did still need to be refunded for the return. We have issued a full refund for this returned order. Please allow  7-10 business days for the refund to reflect on your payment method. We will work hard to prevent situations like this from happening in the future.

• Initial Complaint

  Date:03/17/2023

  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.

  3/8/2023 - Had my medication delivered by Rite Aid. I checked to make sure the bag had not been tampered with like the pharmacy said and I saw no evidence of tampering. The delivery guy had me sign for it. After the delivery guy left I started feeling a tingling sensation on my fingers and then in my head. I immediately went to wash my hands. After awhile I felt it in my arms. I called and spoke with the pharmacist ****** and I informed him of what happened he said did I feel it in my heart and maybe I should go to the ER. I told him I washed my hands immediately and I was informing him because the delivery guy may have medications that are cross contaminating other consumers medications. I put the bag of medication in another bag so I wouldn't touch it and I returned it the next day 3/9/2023 to the pharmacist ****** and he replaced it. I have also had problems with my health insurance not paying for my medications or my doctors not sending in prescriptions according to Rite Aid. I would like a review of my account at Rite Aid. Note: I do have additional supporting documents but I am unable send because someone has hacked my computer and is preventing me from transfering information so I can upload them. I will try to find a way to get them to you. Please provide any ideas.I can also be reached at: PHONE# ************ ************ #)HOME/FAX# ************ *********************

  Business Response

  Date: 03/20/2023

  We are sorry to hear about your recent experience with 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.

• Initial Complaint

  Date:03/15/2023

  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.

  I placed an order 3/5. When placing, the item page stated it usually shipped in 2-3 business days. After a week, I reached out. I did not hear back. I reached out two separate times, requesting they cancel my order. I did not hear back. They shipped my order a few days later. In the time I waited for a response, I ordered the same product elsewhere and received the product two days ago. I want a refund. I dont appreciate being ignored by customer service.

  Business Response

  Date: 03/20/2023

  We are sorry to hear about your recent experience with your online order. We apologize that we did not receive the contact from you. As well, the time frame to cancel an order is within 1 hour after placing an order. Since we were unable to cancel your order, you can still be refunded by returning your order. When we receive your returned order, we will process it and send an email confirmation regarding your refund. We have requested that a prepaid return shipping label be sent to your email address. We apologize for the difficulty that this has caused.

  Customer Answer

  Date: 03/20/2023

  [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:
    This does not address the discrepancy in the time it listed on the website on the website to ship and the week plus it actually took. Also, saying the company missed the several times I reached out doesn’t address the fact that I was ignored until I came here. I haven’t received any shipping label. The solution given trivializes the poor customer service and accountability this company has for its consumers. Telling a consumer after they waited over a week for a response or for the item to ship at all is rude and negligent. 
  
  Regards,
  
  *****************
  

  Business Response

  Date: 03/21/2023

  We apologize for any confusion this may have caused. After further review of your order, the items that were purchased are not eligible to be returned for a refund (this disclaimer is mentioned on our website for each excluded item). For further assistance regarding your order's refund, you will want to contact your financial institution.

• Initial Complaint

  Date:03/14/2023

  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 ( ************************* MD ) called in 2 prescriptions on 3/12/23 to Rite Aid . 1. To my wife ****************************2. To my daughter ********************************They are my dependents and are covered by my **** health plan. Due to computer system not updated, the cashier wanted us to pay $28.99 for my daughters prescription. They covered my wife. We paid and were told that they would reimburse when we call today once the computer system is updated. We called today and spoke to **** and now are told they can not reimburse for past events and will cover only going forward. They both are under my Plan and as such should be covered. Any thing less than that is fraud in any language. We want the above amount to be refunded immediately and also update RITEAIDS computer system whcih is not our fault. A complaint with RITEAID was also filed today.

  Business Response

  Date: 03/20/2023

  We are sorry to hear about your recent experience regarding your concern. Our records show that a member of our Leadership team contacted you regarding your concern on 3/14/23. Please let us know if more assistance is needed.

  Customer Answer

  Date: 03/21/2023

  [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

  Date:03/14/2023

  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 1/12/23 I made an online purchase from Rite Aid for $18.53. It was for a ****** ******* Mop Head. I received it, but it wasn't wide enough to fit on the ****** ******* Mop. It wasn't even close to being the correct size. I returned it, and asked for a full refund. On 2/19/23, I received a refund from Rite Aid for $11.15, $7.38 less than my purchase price. I have tried to contact them multiple times over the phone, but no answer from customer service. I demand the $7.38 that they owe me.

  Business Response

  Date: 03/20/2023

  We are sorry to hear about your recent experience with your online order. Shipping costs are not refunded when an item is returned online. You can review our return policy online by visiting: ********************************************************************* We apologize for the inconvenience that this has caused.

  Customer Answer

  Date: 03/20/2023

  [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,
  
  *********************