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 has 773 locations, listed below.

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• 

  Rite Aid Corporation

  1200 Intrepid Ave Ste 2 Philadelphia, PA 19112-1230

• 

  Rite Aid Corporation

  1631 Elm St Manchester, NH 03101-1207

• 

  Rite Aid Pharmacy

  92 South St Concord, NH 03301-2826

• 

  Rite Aid Pharmacy

  72 Lafayette Rd North Hampton, NH 03862-2490

• 

  Rite Aid Corporation

  3 Freetown Rd Raymond, NH 03077-2394

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:10/05/2023

  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.

  This complaint is regarding RITE AID PHARMACY in port orchard, wa. I had my regularly scheduled 6 week apt with my doctor on 9/11/23 in which I was present when she called in a antibiotic RX for myself and my daughter. Because my daughters apt was first she left a message for hers, then a seperate message for mine. I ended up getting sick with Covid so it wasn’t until 9/22 I followed up with the pharmacy after not receiving a text from rite aid. When I spoke to them on 9/22 I was told they have nothing new for me or my daughter. That same day I messaged my dr asking them to fax the pharmacy again I also asked her to send a new prescription for a antihistamine that I hadn’t had filled in months because I had severe hives from Covid. On the 9/27 I received a text from Rite Aid saying that the prescription for the antihistamine was ready to be picked up. I went to pick it up on the 29th and ask them about the previous antibiotic prescriptions for myself and my daughter. I informed them it would’ve been sent at the same time that they received the prescription for the antihistamine. They again said they had nothing new, and couldn’t tell me when or how they received the Rx for the antihistamine. I immediately left there and called my doctors office and the office assistant refaxed the antibiotic prescriptions again for myself and my daughter. I also verified the fax number with the pharmacy and the office assistant. Even though obviously it was correct because they received the antihistamine prescription. On 10/2/23 I called Rite Aid and was told again they have nothing for me or my daughter. At this point, I am crying on the phone because I have been waiting for three weeks for antibiotics for the both of us. Of the people I’ve dealt with this pharmacy tech I spoke with on the 5th was the most helpful as I think it was quite obvious I was distressed. She informed me they could fax something to my dr and request the prescriptions. They have yet to be filled

  Business Response

  Date: 10/10/2023

  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 3 business days. 

  Customer Answer

  Date: 10/10/2023

  [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:09/29/2023

  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#******** This order was supposed to be delivered to me today.It was prepaid.I'm waiting all day here for my medicine.Thjen i get a text saying the order was returned to the store.Why?So they can cheat me out of $33.00?Unacceptable..There's no reason why this was not delivered.Npw I don'have my medicine.Rotten service.

  Customer Answer

  Date: 09/30/2023

  One of the prescriptions I very much need,has been sent back.Sumatriptan.I paid for that prescription,and now I'm without it.Delivery was nevder 

  even attempted.I'm ill,so it is difficult for me to get to the pharmacy,

  Business Response

  Date: 09/30/2023

  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 2 business days. 

• Initial Complaint

  Date:09/29/2023

  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.

  The Rite Aid pharmacy never answers their phone. I have lived by this pharmacy for at least 5 years and it’s extremely difficult to get someone on the phone. I have chronic asthma and am in constant need of a refill of my emergency inhaler. 90% of the times I have called in the past 5 years, the call goes unanswered and I am forced to go in person to the pharmacy just to request that my refill be fulfilled. I have a 2 year old child that is sick and I couldn’t get someone on the phone earlier this week to get information about the antibiotics he needed to get better. Today (9/29/23 at approximately 12 pm) after calling several times throughout the morning and being on hold for over an hour at one point, I was able to speak to a pharmacist about refilling my inhaler. I asked to speak to the pharmacy manager to bring the issue to his attention and he simply stated they were short staffed and there was nothing that could be done about it. He was very rude and did not provide his name. He not once offered an apology nor was empathetic in any way. This is unacceptable.

  Business Response

  Date: 09/30/2023

  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 3 business days. 

  Customer Answer

  Date: 10/01/2023

  [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:09/28/2023

  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.

  I purchased items on Rite Aid.com. *** misdelivered the package and settle the lost package claim with Rite Aid. Rite Aid says they are not responsible. *** says they are not responsible. I have paid for items I did not receive and want my money back.

  Business Response

  Date: 09/28/2023

  We are very sorry to hear about your recent experience with your online order. This order was shipped in two separate package, Tracking shows, with photo evidence, that the first package was delivered to the address that was entered at checkout. Because of this, we are unable to process a refund for the missing order. As for the second shipment, we see that a claim has already been made with USPS, and it is currently in progress, so we are unable to assist any further at this point. We recommend that you contact your financial institution for assistance filing a dispute.

  Business Response

  Date: 09/28/2023

  Order was shipped by us and by third party vendor.  We declined the refund because package was delivered to address listed n the form.  In addition, order is split shipment.  2 different carriers (****** and ***) and from 2 different places (us, and third party vendor).  The chances of customer not getting either one is suspect.  
  
  Also, customer filed a claim with *** (for the third party order) and its in progress.  Customer has to wait until that claim is resolved
  
  

  Customer Answer

  Date: 09/29/2023

  I am supplying the *** CLAIM DETAIL for the lost package claim that clearly states "Package Search Complete- Package Not Found". 

  I am also attaching an image of the package in the lobby of an unknown address. 

   

  Customer Answer

  Date: 09/29/2023

  Despite proof that *** misdelivered the package, Rite Aid has not refunded my money. They also make accusatory claims that this was an evil plan of mine to steal from them. I have attached proof that I tried to locate the delivery address and package on my own.

  UGH... what a bunch of *********. 

   

  Business Response

  Date: 09/29/2023

  Thank you for providing this additional information. However, this claim is still in progress as the findings have not yet been received by Rite Aid. Once the details of the investigation are forwarded to us, we will be able to assess the lost package and offer a refund, depending on the result. We truly apologize for the difficulty that this situation has caused. 

• Initial Complaint

  Date:09/25/2023

  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.

  My complaint is with the Rite Aid Pharmacy. My Oncologist submitted a prescription on 9/12/2023. As this pharmacy requires you to call in to speed up process, they do not answer their phones to get the process rolling. I called 4 times 9/20/23 no answer. Called 9/21/23 no answer and finally got a person to answer. She said it would be ready 9/21/23 for my chemo appointment and would put a rush on it. When calling them to get vital prescriptions, and you call multiple times, they keep lines busy so you can not get thru. I have documented how many times calling to get thru. 9 times one day and suddenly lt was busy. Tried calling the main customer service line @ ************** could not get complaint handled. Bottom line, to this day 9/25/23, I still do not have this vital prescription for chemo that sent in 9/12/23 by my Oncologist. This needs to be investigated as I know other people are having the same issues. The resolution is fixing this as it hurts people that need vital prescriptions. I know they are short staffed but this is hurting people not filling vital prescriptions. I will gladly forward any more information that I documented showing my phone records trying to get thru. My prescription was submitted 9/12/23 and still do not have this medication. They need to fix this situation. It is an important one.

  Business Response

  Date: 09/27/2023

  We are sorry to hear about your recent experience at 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.  

  Customer Answer

  Date: 09/29/2023

  [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:
  They stated someone will contact me by upper management to confirm what they are doing with this situation. No upper management has contacted me. I did receive email stating they would have upper management contact me. But has not happened. Until then, I have to reject as there has been no confirmation how they are handling this important complaint. 
  
  Regards,
  
  *********************************
  

  Business Response

  Date: 09/30/2023

  When a concern is forwarded to upper management of a Rite Aid location, upper management has a timeframe of 3 business days to contact the customer. This concern was forwarded to upper management on 9/28/23. This means that they will contact you on or before 10/3/23. We apologize for the confusion.

• Initial Complaint

  Date:09/22/2023

  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.

  Order #********* I never received one pack of *****s paper and the ****** Disinfecting Wipes - Crisp Lemon, 75 ct and I'm missing a refund for the item I returned which is the ********** GentlePlus Flushable Wet Wipes - Aloe and Vitamin E, 42 ct, 4 pk. I would like a refund of the 3 items to my original form of payment.

  Business Response

  Date: 09/25/2023

  We are sorry to hear about your recent experience with our online store. After comparing the weight of the ***** package upon arrival to the weight the package should have been, we concluded that one of the ***** Bath Tissue - 1000 Sheets Per Roll, 18 pk was missing, and a refund was processed on 9/7/23. However, the weight of ***** package was correct for the remaining items and we were unable to issue a refund for them. We apologize for the difficulty that this has caused. For further assistance with this matter, please contact your financial institution to file a dispute.

  In regards to your return, please be aware that it can take 21-30 days for a refund to be processed, from the date that the return was shipped. Our records show the return package was received by USPS on 9/5/23. This means that you will receive the refund for this return by 9/5/23. We apologize for the confusion surrounding this process.

  Customer Answer

  Date: 09/25/2023

  [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: The weight doesn't determine or assure me everything was included in the package. Please send me proof that everything was shipped inside the package such as video surveillance and photos of the items inside the package. The item I returned weight a lot so it can also be confused that due to its weight the other item was included. 
  
  Regards,
  
  ********************
  

  Customer Answer

  Date: 10/12/2023

  I still haven't received my refund for my return. 

  Business Response

  Date: 10/19/2023

  We apologize for the delay in processing the refund for your return. A refund of $ $11.96 was processed on 10/16/23 for the returned ********** GentlePlus Flushable Wet Wipes - Aloe and Vitamin E, 42 ct, 4 pk.

  Customer Answer

  Date: 10/20/2023

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

• Initial Complaint

  Date:09/18/2023

  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.

  I made a purchase for Charcoal Tablets on July 18th. I didn't use the product and went to return or exchange it within 30 days. I have proof of the transaction in a a text on my phone. The store would not return or exchange the product and had me call their support company that confirmed they would not return it. I called Rite Aid corporate office and they tell me a supervisor will call, nobody has called me and I have had to call again and again. They sent me a Report showing my return history on which there is only ONE return ever. I just want my $15.16 cents returned and I never want to shop here again. I asked to speak to a supervisor today while I was on the phone and I was told the only thing they can do is create yet another report and Today the rep hung up on me. This is the worst customer service I have experienced in a very long time. I want Rite Aid to send me a check for $15.16. Rite Aid Case # ********

  Business Response

  Date: 09/19/2023

  We are sorry to hear about the difficulty that you have had attempting to return this item. Unfortunately, since the return has been denied by The ***************, we are unable to issue a refund. For further assistance with this matter, please contact The *************** by calling **************. 

  Customer Answer

  Date: 09/19/2023

  [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:

  I brought the item back to the store within 30 days. I had proof of the purchase in a text on my phone from my credit card company showing the date and the purchase for $15.16.

  Not allowing me to return, or exchange the product in less than 30 days is poor customer service.  I do not receive poor service like this from anywhere else I have chosen to be a customer.

  I have proof that I purchased the product. The product was unopened and in perfect condition.

  The agency that they are working with, the ***************, does nothing but back up there. Poor customer service.

  This is not acceptable business practice and this is not a store or an organization where I want to continue to spend my money

  It would be so easy for them to return the $15.16 to make the customer happy and they just wont do it.

  
  Regards,
  
  *****************************

  Business Response

  Date: 09/20/2023

  We truly apologize for this situation. Unfortunately, it is not possible to issue a refund without the approval of The ***************. Please contact The *************** by calling **************.

  Customer Answer

  Date: 09/20/2023

  [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:
  The *************** is a company contracted to Rite Aid to tell people No.

  The *************** is another reason why doing business with Rite Aid has been a terrible transaction. They don't have solutions, they aren't there to make the customer happy, they aren't there to provide a $15 refund.

  All around, this is awful customer service.  Its a business out of integrity with their customers. Its a business with unethical business practices.

  I have proof of purchase. Its a $15 item. I have only returned some thing to this company one time ever.

  Regards,
  
  *****************************

• Initial Complaint

  Date:09/12/2023

  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 have a medical condition ( irritable bowel syndrome) which makes me need to use the restroom with out notice, I was shopping at rite aid in Ferndale when an episode came on and I need the restroom immediately! They denied me access which caused me to mess my pants I was so embarrassed, sad confused I could not get out of the store I peed all over! I am 65 years old and a paying customer! I feel I am at the very least owed an apology!

  Business Response

  Date: 09/14/2023

  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 3 business days. 

  Customer Answer

  Date: 09/16/2023

  [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:09/09/2023

  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.

  I placed an online order for pick up at the Santa Monica Rite Aid located on **************. I received a confirmation email with the purchase amount. When I arrive to the store, the cashier said that she would need an override key, because there was a change in my order. Second employer arrived complaining about employee needing an override key. As it turns out, the order has been inflated by 625% over order confirmation total. I told the cashier that I would not be taking the order with me as i do not agree to pay the new prices. The employee was being pushy and said i need to call the 800 number and deal with them direct. I said i dont approve the new pricing. I left the store with none of the merchandise. The items were never taken off the counter.. Shortly after I receive an email stating that my items were picked up. And i was charged for items I did not pic. This incident took place one week ago today 09/02/2023. I've called numerous times both the 800 number and the store and have not received a refund. The customer service agent on the phone said he would be passing along this information to his team. My point is this - the transaction never took place because Rite Aid change pricing from order confirmation. I did not agree to the new prices and never picked up the merchandise. All items remained in the store possession. the order was never picked up. I cannot be forced to purchase items for a new price. The fact that they’re making this so difficult is really difficult to comprehend. I don’t have the items they know I don’t have the items but still charge me for the items.

  Business Response

  Date: 09/11/2023

  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 1 business day. 

• Initial Complaint

  Date:09/08/2023

  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.

  So, about last week I started filling my prescription at Rite Aid store #**** because I was having some issues switching health insurance providers so I was just paying cash for it for a couple of weeks while I straightened things around and I could get it at Rite Aid the cheapest. Well today on 9/8/23 at about 8pm I spoke with the pharmacist and he told me that he had my prescription filled and ready. So I told him that I was on my way. Now I’m all the way in Gaylord Michigan about 40 miles away from rite aid. So I raced all the way over here to store #**** and just made it with about 5 minutes to spare, I believe I walked through the doors at about 8:56 and saw that the pharmacy had all the gates closed so I physically ran back there as fast as I could to find absolutely nobody behind the counter. I walked up to the cashier who was working at the front of the store at the time (its now like 8:58) and asked him where the pharmacist was, his exact words were “yes, he left and went home for the night, you just missed him by a couple minutes.” and I replied with “so he went home early? isn’t the pharmacy open until 9pm like you guys advertise?” He replied “yes a couple minutes early and yes it’s supposed to be open until 9” so i replied flustered, “I drove all the way over here from Gaylord because I thought your pharmacy was open until 9 PM, if I would have known your pharmacy closes early whenever it wants too I wouldn’t have even came all the way over here” so now here I am flustered sitting in their parking lot unsure about what to do without my medication, should I go looking for something off the street now? This has caused me so much anxiety, I had a mental breakdown in my truck and couldn’t even leave the store for like an hour after all this happened. Also, maybe when you call their phone number and the automated person tells you that the pharmacy is open until 9PM. Maybe they should change that and say 8:50PM if that’s when they’re actually going to close.

  Business Response

  Date: 09/11/2023

  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 3 business days.