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

  140 Englar Rd Westminster, MD 21157-4858

• 

  Rite Aid Corporation

  679 Central Ave Dover, NH 03820-3402

• 

  Rite Aid Corporation

  51 S Main St Newport, NH 03773-1810

• 

  Rite Aid

  341 High St Somersworth, NH 03878-1415

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:10/06/2022

  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.

  I want to place an order on Rite Aid website/app and simply use the 10$ off promo code which is on website. It doesn’t go through and I wasn’t able to place my order it has been 4 days now that I’m calling them NO ONE helps me. Last representative just told me play with it until you are able to place an order! They can’t place an order over the phone and there wasn’t any supervisor available when I asked to talk to. They asked me to uninstall and reinstall the app and try different browsers on laptop and I did all of that still not going through. I need those items ASAP and no one helps me. Representatives are just trying to get rid of me telling me that a supervisor will contact me through phone/email. But no one reached out to me. Please help me.

  Business Response

  Date: 10/11/2022

  I am sorry to hear of your troubles placing an order on RiteAid.com. Unfortunately, Customer Care representatives for Rite Aid cannot place orders for Customers when error such as this crop up, in these situations representatives do have limited troubleshooting capability. Having reviewed your cases with Rite Aid Customer Care regarding this ordering difficulty and do so see that you were able to place your order on 10/10/2022 and that the representative that had assisted you credited you $15 of bonus cash toward the order placed. This $15 of bonus cash was issued to cover the original $10 off promotional discount code you had attempted to use previously and an additional $5 as a courtesy for the troubles. 

• Initial Complaint

  Date:10/05/2022

  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 8/23/22 I pre-paid a $60 co-payment for an RX to the Rite Aid on North Rd in Poughkeepsie,NY. When I attempted to pickup the medication I was notified the prescription was transferred to a non Rite Aid pharmacy and that I need to call 1-800-RITE-AID to have my money returned. Since then I've been calling weekly without any action. In fact I had been told that the "case" had been assigned 3 times with any action. What does it take for Rite Aid to return my money?

  Business Response

  Date: 11/08/2022

  I am very sorry to hear about your overcharge and the difficulty you have had in acquiring a refund . The Concern has been escalated to the Pharmacy Regional leadership team to be addressed and they should be reaching out to you within the next 5 business day from today, 11/8/2022, to resolve and address your concerns. 

• Initial Complaint

  Date:09/30/2022

  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.

  I bought a phone from rite aid and it's defective. I'm not receiving phone calls like I should be it's not operating apps correctly and it's crashing all the time. I tried to exchange it for the next one up and they refuse to let me. I submitted a complaint and somebody was supposed to get back to me within 2 days and didn't so I complain to a different department and they had the store manager of that store call me, even though I told them not to have him call me someone else needs to. I know he's just going to stick up for his employees there's a girl there I've known since we were kids and we never got along and she slandering me. As soon as she found out I was going there they started treating me like XXXX. Now I need a phone and this thing is defective and spent over 2 weeks that they've been giving me the runaround. I also noticed they took those phones off the shelf. The same phones have been there since I started shopping there 6 months ago. I just want to exchange it for the better phone. Or just refund my money.

  Business Response

  Date: 10/11/2022

  I  am sorry to hear about your recent experience at location #****. Please be advised I  have notified regional management about this refund issue to be sure this is addressed. They will be in contact with you within 5 business days of today 10/11/2022 to resolve this concern with you directly.

  Customer Answer

  Date: 10/12/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  I got a response saying that they will be in contact with me in order to resolve an issue but they have not resolved it yet 
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:09/29/2022

  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.

  I ordered on 7/13/22 3 packs of film valued at about $101. My package was marked delivered but I did not get it. I waited some time just to see if it might turn up but it never did. I contacted rite aid after about a month then they mentioned on their chat (which never works) that Id have to wait for a ***** investigation which takes 2 weeks, so I follow up and am told my case was escalated. After that I didn't hear anything for weeks. I contacted them via email today (having to hunt them down, as they never contacted me about my problem not once) and then I was told after alllllll that they couldn't approve my return. I have shopped at rite aid stores for many years. I will never shop there ever again because the service is horrible.

  Business Response

  Date: 10/11/2022

  Your order #********* was verified as delivered with ***** Tracking #************ on 7/14/2022 at 9:47 AM, this was verified by both ***** and Rite Aid's investigations. Additionally, per our Shipping policy which can be found at the link I have attached ( ************************************** ) "ALL CLAIMS OR REQUESTS FOR RETURNS OF DEFECTIVE PRODUCTS MUST BE MADE BY CUSTOMER TO RITE AID WITHIN 72 HOURS OF THE RECEIPT OF THE PRODUCT(S) BY THE CUSTOMER BY CALLING **************" This does include reports for missing items and orders, as Customer Care was not informed until 8/27/2022, we were not able to assist further as the report was made outside of the policy time window. As this order was both verified as delivered and reported as missing outside of the policy time window no refund will be issued for this order by Rite Aid, you are however welcome to dispute this charge with your banking institution.  

  Business Response

  Date: 10/18/2022

  I am very sorry to see that you are unhappy with our response to this concern. Your order #********* was verified as delivered with ***** Tracking #************ on 7/14/2022 at 9:47 AM. As this delivery was verified by both ***** and Rite Aid's independent investigations, no refund will be issued by Rite Aid. Per our Shipping policy which can be found at the link I have attached here: **************************************  "ALL CLAIMS OR REQUESTS FOR RETURNS OF DEFECTIVE PRODUCTS MUST BE MADE BY CUSTOMER TO RITE AID WITHIN 72 HOURS OF THE RECEIPT OF THE PRODUCT(S) BY THE CUSTOMER BY CALLING **************" This does also include reports for missing items and orders. As Customer Care was not informed of the issues for this order until 8/27/2022, which was 42 days outside of our policy, we were not able to assist further. We are not able to assist further as the report was made outside of the policy time window. As this order was both verified as delivered by ***** and Rite Aid, along reported as missing outside of the policy time window that is listed on our website, no refund will be issued for this order by Rite Aid, you can to dispute this charge with your banking institution if you would desire. 

  Customer Answer

  Date: 10/19/2022

  [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:
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:09/29/2022

  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 09/27/22. I brought a gift card. The gift card was defective and I went back in the store to let them know the access code was not readable. I requested a refund and was denied. I was told after the face that gift cards are not refundable. There are no visible wins stating these are not refundable. No verbal communication that you buy at your own risk I160.00. I cant get my money back. I contacted ****** **** and was told I can't get the refund from them either. I called Rite Aid customer service and I emailed them. 48 hours have passed and I have not been contacted. I am a disabled senior . I need my refund please.I have the receipts gut and the gift card

  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. I have however emailed you the code printed on the back of the ****** **** card that you provided images of as you mentioned in your complaint that this card was unreadable and we were able to determine the code. Please keep an eye out for this email. 

  Customer Answer

  Date: 10/12/2022

    Complaint: 18149291
  
  I am rejecting this response because:
  18149291. Is my complaint number. I heard back from rite aide explaining the information about no refunds on on their website. No visible signs in the store about no refunds for these cards. No verbal statement about purchasing a gift card. But Im later told its on the website. The card was defective upon purchase. I asked for a refund and was refused. Its ******. No posting for a customer to review before purchasing a gift card is available. So now they are just getting back to me with the code and telling me its on the back of the card list or stolen. Lost or stolen dont apply to my situation.
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  
  

  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 ************* directly.  You have been emailed the prepaid card's activation/redemption number code that was printed on the back of the ****** Play card that you provided images of, as you mentioned in your complaint that this card was unreadable and thereof unusable, however we were able to determine the code and have provided said code to you to be redeemed. No refund will be issued for this prepaid card as per our return policy all Prepaid Cards are non-refundable and all Prepaid card sales are final. 
  

  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: I am told after the defective purchase that I can not get a refund There are no visible signs in the store to give me an option to purchase. The cashier don’t even make you aware there are no refunds. No signs near the display and no signs near the cash register. Rite aide responded  the information is on their website. Do you know anyone who check a website while shopping. According to the laws of the consumer a sign must be visible for a person to see because this will give them an opportunity. For example. Mostly all ****** stores have their store policy posted. Even the ******** have signs posted . This will give you an opportunity . Rite aide is a huge establishment and now I see how they make money by being sneaky and ripping people off for their hard earned cash. Not even to mention the card was defective when I brought it. I couldn’t even read the numbers once I peeled off the pin. All I got was oh we’ll type of attitude. This store need to be held account for the type of service they provide. I will tell everyone how I was treated and I will never shop there again, 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:09/27/2022

  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.

  On Aug, 23, 2022 I purchased a walker from rite aid on line. I found another walker the color I wanted and it was $100.00 cheaper. I attempted to cancel the rite aid order immediately by email. I was told that it was too late to cancel the order (it goes through within a half hour of ordering) but they would send me a return label via email to return the walker and get a full refund. I have called rite aid repeatedly to get this return label to no avail. I was told it would have to come from the supplier, ***** *******, so I contacted them and they told me that the refund has to come from rite aid, who sold the walker. They were only the manufacturer and distributor. All I want to do is return this walker and get my money $275.59, credited to my account. I am 73 years old and don't know where else to turn. The order number for the walker is *********. I hope you can help me get this resolved. All i want is to return this walker and get my money back. Thank you ***************************** ************

  Business Response

  Date: 10/11/2022

  I am sorry for the delay in procuring you a return label, all 3rd party order returns must be approved by the 3rd party distributor, and on occasion there are some delays. Once approved, the 3rd party then must provide Rite Aid with a return label before any returns are able to be processed. The 3rd party did provide Rite Aid the label for return and this label was emailed to you on 9/30/2022 to the email address linked with your order. Once an order is returned back to us it will take 21 to 30 days from the date it was shipped back as returned to receive and process the returned order. Once the refund is processed for the returned order and you will receive an email confirmation to the email address listed on the original order.

  Customer Answer

  Date: 10/14/2022

  I received my refund and returned the walker.  Thank you so very much.

• Initial Complaint

  Date:09/24/2022

  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.

  On 9/22/22 I tried three separate times to contact the pharmacy at store #**** because I needed to know if they had medication in stock for a script. No one answered the phone so I physically drove to the store to stand in line and talk to an associate. They said they didn't answer the phone because they are short-staffed (I saw at least 5 people working in the pharmacy at the time). Today 9/24/22 I called to see if my prescription was ready. I spent 24 minutes cycling through the call menu, ringing the pharmacy nonstop, hoping someone would pick up. Eventually the call was disconnected. It is a waste of my time and gas to have to drive to the store to talk to a pharmacy staff member. If they prefer not to answer their phone, please just have it disconnected so people like me don't try to call and talk to them.

  Business Response

  Date: 10/11/2022

  I am sorry to hear about your recent experience at location #**** regarding both contacting the store and acquiring your prescription. Please be advised I have notified this pharmacy team's upper management about this concern and issue to be sure this is addressed. They will be in contact with you within 5 business days of today 10/11/2022.

• Initial Complaint

  Date:09/15/2022

  Type:Sales and Advertising 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.

  When I attempted to purchase an alcoholic beverage at Rite Aide in Roseburg Oregon, the clerk wanted to scan the back of my Oregon Driver's License. I am over 65 years old and I refused. My refusal was based on the fact that the scan bar on my license gives full sensitive data about me including my license number, full name and address as well as my date of birth. This information then would be stored in their computer system. My concern is that business computer systems are subject to data breaches and this information could be used by hackers to establish identity theft, a major concern for our society today. I feel this practice should be against the law as the company is collecting very sensitive data of its patrons.

  Business Response

  Date: 09/22/2022

  Rite Aid is committed to being fully compliant with all state and federal laws throughout the United States, including those around the responsible sale of tobacco or alcohol products. After thoughtful consideration, Rite Aid decided to transition to a policy of asking all customers, every time, for their identification when they wish to purchase any tobacco or alcohol product. We believe this approach will ensure we are meeting every local, state and federal law prohibiting the sale of these products to underage customers.
  This means that a valid, government-issued photo ID is required for all purchases of alcohol and tobacco products and/or smoking accessories. When an ID is scanned for a tobacco or alcohol sale, no information is saved, the System simply check's to ensure that the ID is a valid, not faked ID card, and that the date of birth is valid/eligible to purchase the product. The only time information is saved form a scanned ID is for Pharmacy Transactions containing Controlled Prescription Medications, and that information is not saved at or by Rite Aid but the US Government, where it is stored in the States Controlled Substance Database. If a valid ID is not provided at the time of the purchase of tobacco or alcohol products the Manager can refuse the sale. To be valid, the ID must NOT be expired and must show the customer’s photo and date of birth. We do greatly appreciate your feedback and your concerns and will consider them when updating the ID Policy in the future.

  Customer Answer

  Date: 09/23/2022

  [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:  The company CLAIMS that information from the back of a driver's license is not saved on their server but how can they PROVE that claim? Once a computer scans any item an electronic imprint is created.  Even when a person delets a file on a computer the item still remains and those savy enough can locate and retreive that data.  In my opinion, this amounts to the collection of PERSONALLY IDENTIFIABLE INFORMATION which includes the Name, Date of Birth, Address, License Number, Date of Issue and Expiration Date.  Oregon Driver's Licenses have safeguard markings to ensure that the card is valid and not a fake identification.  I am fairly certain that all other states have similar markings to ensure the identification is valid and not a fake ID.
  I, and a number of people I have shared this story with, are outraged at the constant infringement into their personal lives.  TRAIN YOUR EMPLOYEES! Don't gather personally identifiable information on individuals.
  I will continue to share your policy with the general public. I am well beyond the age of even having to CHECK my identification and I feel VIOLATED by this policy.
  If you make the claim that the information is not saved in your computer system then GIVE ME PROOF.
  
  Regards,
  
  **************************

• Initial Complaint

  Date:09/02/2022

  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.

  Made an online purchase and I did not exit the store with the item because the order was incomplete. They had confusion as to how to complete my order since they had the other item in store but told me they didnt and cancelled it, then tried to overcharge me for repurchasing the second item. Staff and manager refused to refund me. I called their customer service while I was in the parking lot that same day and filed a complaint. CS said the store has to refund me but no one ever did. Its been almost two months and I sent an email requesting my refund. No one responded to it. I also reached out again to customer service. They again, filed another complaint on the store to refund me. Its been about 5 business days since I spoke with them and no one has reached out to me and I have yet to get my return.

  Business Response

  Date: 10/11/2022

  I am very sorry to hear about the difficulties you have experienced with this Buy Online Pick Up In Store Order. The regional leadership for the pick up location for this order has been made aware of this concern to have it addressed with the store staff. Additionally, a refund for the order has been issued today, 10/11/2022 for this BOPS order. Please allow 7 - 14 business days for the refund to reflect back on your original payment method. I have also credited $20 of bonus cash to your Rite Aid loyalty account as a courtesy for the delay in your order refund. This $20 of bonus cash will become available no later than 6am on 10/12/2022. 

• Initial Complaint

  Date:08/27/2022

  Type:Sales and Advertising 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 August 27, 2022 I purchased several food items with California EBT (food stamps) at the Rite Aid in Ojai- ***** ***** ******* ****** Ojai CA *****. California exempts food that is purchased using food stamps from sales tax. This requires stores to not charge the sales tax on food. I was charged sales tax of .44 cash which was attributed to the purchase of 2 sodas and one candy item. When I requested a refund of the sales tax after checking my receipt I was told that the .44 was tax on the 1.99 candy item (because it had a pez dispenser). I said, "ok fine" but that would only be .16 tax. The second woman to address the issue said that the fee was for CRV (which would have been .10 for 2 items at .05 each). CRV fees are also exempt from charge when a customer is using EBT benefits. Finally I was told that I need to call EBT because they usually pay the sales tax for taxable food items and they would have to clear it up. That is simply untrue. Rite Aid should not be charging sales tax. The state does not pay sales tax to itself for taxable food items. The businesses are required to program their computers to not charge the sales tax in the first place. My concern is three fold: 1) 2 different employees immediately offered canned responses that were obviously incorrect according to math (8% of $2 is not .44 nor is .05 crv fee *2 equal to .44); 2) Rite Aid has their registers programmed incorrectly and is impacting people using EBT benefits who are on incredibly limited budgets; and 3) If taxable non-food items were also purchased on the same receipt the error would not have been obvious at all. Finally the manager on duty insisted that the error was not at the Rite Aid level because she had just purchased soda using food stamps today and was not charged sales tax or CRV fees. She showed me her receipt as proof. Which only proves that Rite Aid registers are inconsistent as well as incorrect.

  Business Response

  Date: 08/29/2022

  I am sorry to hear about your recent experience and about your concerns regarding tax charges for EBT food purchases at store location #****. Please be advised I have notified upper management about this payment issue to be sure this is addressed and resolved. The leadership team will be in contact with you within 5 business days to your provided contact phone number, please keep a look out for this call.