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Business Profile

Pharmacy

Rite Aid Corporation

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pharmacy.

Complaints

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

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Rite Aid Corporation has 773 locations, listed below.

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    Customer Complaints Summary

    • 302 total complaints in the last 3 years.
    • 66 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/06/2022

      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 went to pick up my prescription and was in line at 20 after 1:00 and was told that I'm going to lunch at 1:30 and was not getting my script because a guy in front of me took 10 minutes but I was still sitting or in there drive-thru this doesn't seem like the best business practice is to me thank you *******************

      Business Response

      Date: 11/08/2022

      I am sorry to hear about your recent experience at location #*****. Please be advised we have notified the Pharmacy Leadership Teams about this issue to be sure this is addressed. They will be in contact with you within 5 business days from today, 11/8/2022, to resolve this with you directly. 
    • Initial Complaint

      Date:11/03/2022

      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.
      RiteAid needs to refund me at least $208.52. It advertises earn bonuscash (money for future purchase) on purchase of certain items or for certain amount of purchase. For online orders, it clearly states on checkout page, "you will earn X bonuscash". Often times, earned bonuscash are not added to account. I am not sure how long this practice has been going on, because even though I have been a Riteaid shopper for over 20 years, I only recently caught this fraud. During Covid times,  I made many online transactions. When it did not earned the promised bonuscash, I chatted online on riteaid.com with customer service, provided transaction information, and upon verifying they added the missing bonuscash. They never apologized or tried to fix the mistake with their website. Lately, they out right refuse to credit any bonuscash even though website clearly states that purchase would earn it. They tell me we have added bonuscash maximum number of times and have flagged the account. They did not fix their website, instead they are refusing to provide bonuscash that the website advertises.1) In store I used a coupon that said $15 in bonuscash, it did not give. Manager on duty couldn't tell me why, he checked and every condition of coupon was met, told me to come back later and return the whole purchase. I did that, receipt says $43 was refunded as bonuscash. It was not added to my account. I contacted customer service, who said we will have upper management take a look into this. Nothing was added and its been 3 weeks. Amount : $43.00 2)Last online order said "you will earn $25.00". It did not. 3) I was charged higher price for every item compared to what was on the checkout screen when I placed the order, customer service said, they could not cancel the order, but if I return the order once it is delivered, I will be refunded full amount. Order returned on 5/20/22, no refunds. Amount 56.79 4) $45.00, $1.00, $37.73 from previous orders that customer service promised to add

      Business Response

      Date: 11/15/2022

      I wanted to reach out regarding the customer who placed BBB Complaint #********. This person, ***********************, has been banned from receiving Bonus Cash and Rewards Points from the corporate Care Center, as they call to claim many promotions they did not qualify for. ****** has also been known to make returns and expect to keep Bonus Cash, or to place large ecommerce orders, then cancel them and demand to keep the Bonus Cash. We have over 50 cases over the last two years about this, often times with ****** badgering our Care Center, until we give them the rewards just to stop them from contacting us. My center has given them hundreds of dollars in rewards (the majority of times without them having been earned), and currently we have given ****** a service exception where we will no longer give rewards bonuses.

      Customer Answer

      Date: 11/25/2022

      [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:
      Riteaid is wrongly attempting to put the blame on me. I have screenshots of orders and items as advertised on riteaid.com. I have downloaded copies of chat transcripts to prove that. I have returned ONCE the order from riteaid.com because that is what riteaid chat representative told me to do after I reported that EVERY item was overcharged by riteaid. Riteaid kept the merchandise but to date did not refund me the money. I have returned twice in store, because riteaid did not give the promised bonuscash and cashier told that was the best thing to do. Again riteaid kept the merchandise but did not return me the money. I have the receipt. Business states that over 50 times they have credited the bonus cash, that is a shame on the business because it show that even after failing to provide bonuscash automatically, instead of fixing their system, they have kept it same, so that they advertise customer will earn bonuscash AFTER purchase of item, But their online system often fails to add bonuscash to customer's account AFTER the purchase. Then, the only way is to chat with their miserable online customer service to get the cashback that should have been earned automatically in the first place. I have spent so much time in trying to get the lost bonuscash that online orders should have automatically earned; if I add all those chat minutes, they will worth more than the total money in bonuscash I have lost. I am not even demanding to get compensated for lost time and stress. If you read online forums, they are full of similar complaints. Looks like I am not the only one riteaid has wronged.

      I have added two sample transcripts of chats and an online order with expected bonuscash, that shows why riteaid is lying in their response. I have all the rest to provide as proofs. they have failed again and again to automatically add the bonuscash they advertise, hoping that customer will not catch it. 

      Regards,

      ************

    • Initial Complaint

      Date:10/29/2022

      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.
      Just asking for my $20 bonus cash. I bought one $100 gift cad on Octer 15th. I went to your store on October 28th, over two weeks later to buy two girls, one $200 and one $300 for the sale beginning on October 23rd. I was to receive $20 bonus cash for each one hundred spent. I only received $80 bonus cash on October 28th. I told the cashier this was incorrect and was told to call the 1-800 number or chat and forced to leave the store with the cards, because she stated she couldn't void the transaction. The chat is now telling me that my gift card purchased on the 15th is now being counted toward the sale beginning the 23rd. NOWHERE is the flyer or fine print does it state the sale on gift cards is for a month or even dates for the gift cards on sale. The impression is given to the consumer that this is a separate and independent sale from the 15th.

      Business Response

      Date: 11/08/2022

      The gift card promotion in question was fully redeemed on your account, with a total of 5 redemptions between 10/15/2022 and 10/28/2022, the promotion was a month long promotion. Customer Care, as a courtesy added $20 of additional Bonus Cash to your account on 10/29/2022 for your gift card purchase, you have already spent $11 of the $20 of bonus cash, with the remaining $9 of bonus cash still being active on your account. That remaining $9 will expire if not used by 6am on 11/28/2022. No further bonus cash is due for this promotion. 
    • Initial Complaint

      Date:10/23/2022

      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 had a Prescription sent over to Rite Aid which the voice message says was opened. I could not get a hold of anybody rite aid to fill prescriptions. My doctors office was closed by the time I arrived at rite aid.

      Business Response

      Date: 10/28/2022

      I am 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 of today, 10/28/2022, to resolve your concerns with you directly. 
    • Initial Complaint

      Date:10/20/2022

      Type:Order 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.
      Rite aid store #***** is my primary pharmacy and I found that they always charge my full prescription price without taking my insurance into account. Recently I filed a claim to my insurance company and the insurance company said it has paid my pharmacy. Please investigate all my prescription purchase history and refund the insurance covered part.

      Business Response

      Date: 10/28/2022

      I am sorry to hear about your recent experience at  location #*****. Please be advised we have notified The Pharmacy Team's upper management about this insurance issue to be sure this is investigated and addressed. They will be in contact with you within 5 business days of today, 10/28/2022 to resolve this issue with you directly. 
    • Initial Complaint

      Date:10/16/2022

      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.
      Please close location *** ********** ****** ***** in Kent, WA *****.This store is so poorly run it should not even be considered a viable store.I needed covid tests and could not even pick up my order because there was only one employee in the entire store.either start paying people more or close the store and stop wasting peoples time!please refund my order ASAP

      Business Response

      Date: 10/28/2022

      I am 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. 
    • Initial Complaint

      Date:10/10/2022

      Type:Sales and Advertising 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.
      Wanted to return an item minutes after leaving the store . Once I called the store to let them know that the item i purchased didnt fit the store manager refused to give me a refund.

      Business Response

      Date: 10/11/2022

      I am sorry to hear about your recent experience at one of our locations. Please be advised we have notified the locations upper management about this issue to be sure this is addressed. They will be in contact with you within 5 business days to resolve your return concerns. 

      Customer Answer

      Date: 10/12/2022

      [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.  I would like a refund as well

      Regards,

      *******************************
    • Initial Complaint

      Date:10/08/2022

      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.
      On October 6 I wasn't feeling well so I put in an order online for pickup from the store located at *************************, Bellingham, WA ********. Later that day I tested positive for COVID so I called the store to cancel my pick up order, as directed by the website. I was told it was canceled and went on my way. Today, October 8, I got an email notification confirming my order had been picked up, which I didn't do. I called the store and spoke to the manager. Her name was ****** and this woman was SO rude. Not only does she expect me to go in while I have COVID to return merchandise I don't have and did NOT pick up, but she straight up accused me of not being who I say I am. You guys have the order number and my original payment method. There is zero reason I should have to go into a retail store and give other people COVID when the order should have been canceled. Also it makes absolutely no sense that I should have to go into a store to return merchandise that I don't have that they claim is sitting on the counter. That's not fair to me OR the other people who will end up sick because this manager just flat out refused to help over the phone. She fully expects me to be there tomorrow, covid and all to get a refund for items I did not pick up. This is absolutely ridiculous. Between me being sick and the $10 in gas I'm going to be spending to go into town to get a refund for an order that was supposedly canceled, I want a refund for what I paid plus another $30. This is crazy.

      Business Response

      Date: 10/11/2022

      Unfortunately, the Customer Care department does not have access to edit, cancel, refund or view orders that are for in-store pick-up. We have forwarded your order concern to the Regional Leadership Team for the pick up location and someone from that team will follow up with you shortly to address and resolve your concern.
    • Initial Complaint

      Date:10/08/2022

      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.
      Hello. There is no transaction number for me to provide because it was regarding a return and the cashier refused to give me both my original receipt as well as my return receipt. The store number is *****, its the location located on the corner of ********************* and ************** here in Los Angeles. and the issue was back on June 25th, although i did not reach out to customer care until either the 26th or 27th because i wanted to sleep on it and think about my next course of action. I wasn’t able to catch the cashiers name either but that particular day it seemed like they only had two people on the registers. an older/middle aged black man and then a maybe around 30(??), kind of bigger ******* girl. my cashier was the little ******* girl. anyways, this is regarding the fact that i had went into this rite aid to do two returns one was mine and one was my moms. Anyways after giving the lady the receipts she first refused to because they were “old” after telling her that your return policy is 90 days and they were both well within that time period she finally agrees to do it. (they were at the latest maybe a month old). anyways she does the first return and then tells me that the my rewards number doesn’t match the one on the receipt and because of that she refuses to do the second one. i understood and then told her my mom and i have separate accounts and how i’m running an errands for her so i must’ve by habit typed in my number when it would be hers on the receipt. however she refused to let me type the other number in to show her and then told me that i can’t have either one of my receipts back because now they don’t “belong to me”. at this point i didn’t care i was just tired and tired of being humiliated in front of everyone in line. but then after asking for the item and receipts back she refuses with her reasoning being that “i didn’t have my proof of purchase “ which made no sense considering she was keeping and refusing to give back my proof. 

      Business Response

      Date: 10/28/2022

      I am 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 of today, 10/28/2022, to resolve your concerns with you directly. 
    • Initial Complaint

      Date:10/07/2022

      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.
      On October 4th I purchased a prepaid phone card that says simple Mobile on it but it's really ******** but they don't tell you that. You're supposed to scratch off a gray strip to get to a pin but the gray strip something is wrong with it. When I tried to scratch it it just wouldn't scratch and rite aid says well we don't honor those even though all they said was we have our return policy on the back of the receipt well I don't have the receipt when I initiate the purchase so how do I know that they don't honor these if I don't have the receipt? I can't use it. I paid cash it's $25 wasted.

      Business Response

      Date: 10/11/2022

      Per the Rite Aid return policy which can be found here: ( ****************************************************** ) "Refunds cannot be issued on the following products: Cigarettes & Tobacco Products. Prescriptions, Prepaid cards, Gift Cards or Money Services, Lottery Tickets". This means that all Prepaid cards sold at Rite Aid stores are non-refundable and subject to the terms specified by the individual merchant, in your case ********, (see back of card for restrictions) and that Lost or stolen cards will not be replaced or refunded. Unfortunately, per this policy your prepaid card cannot be returned or exchanged.  

      Business Response

      Date: 10/18/2022

      I am very sorry, unfortunately, Per the Rite Aid return policy which can be found here: ( ****************************************************** ) "Refunds cannot be issued on the following products: Cigarettes & Tobacco Products. Prescriptions, Prepaid cards, Gift Cards or Money Services, Lottery Tickets". This means that all Prepaid cards sold at Rite Aid stores are non-refundable and subject to the terms specified by the individual merchant, in your case ********, (see back of card for restrictions) and that Lost or stolen cards will not be replaced or refunded. Please note that this policy and all policies with Rite Aid are available online and can be provided to you upon request by any employee in store or by contacting Customer Care directly. As per our return policy no refund is able to be issued for the purchased prepaid card. 

      Customer Answer

      Date: 10/18/2022

      [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 is not acceptable.    ******** is not resolving it.   I am out $25.00.   Rite-Aid is a major chain.   I did not know I had to check a website before purchasing something at this chain store.    All the more reason to never shop at Rite-Aid again, and to tell everyone I know what cheap losers this company is run by.

      Regards,

      *********************

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