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.

close

Find a Location

Rite Aid Corporation has 773 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:04/26/2023

  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.

  Both my husband and I were customers of the Rite Aid Pharmacy in Atascadero, CA, (store #*****) for several years and although we both encountered difficulties with the staff from time to time in terms of rudeness and misinformation we continued going there because of the help the drive-thru option afforded us. In 2022 my husband became a resident of a care center who had their own resource for medications. I continued on with Rite Aid, however, until the beginning of this last month when I was banned from the pharmacy because a panic attack was misconstrued as problematic behavior. As a result of that, as well as the (too often) challenging problems with Rite Aid employees especially since the beginning of the year, I am writing this complaint. I have refills that need to be picked up each month and because it's difficult for me to get out to get them I was advised by the pharmacy a long time ago to call a couple of days before the medications are due and then again on the day I'm coming to pick them up to make sure they're ready. I have done this every month since then and it proved to be helpful advice. In January, 2023, when I called, however, I was told there would be a delay filling one of the prescriptions because the pharmacy was having trouble getting approval from the insurance company. Since this had never happened before I called the insurance company in an effort to help resolve the issue. After spending most of the day waiting for call backs I finally spoke with a representative of the company who said there was no issue but that maybe the doctor had ordered incorrectly. I then called the doctor who had not made a mistake. She gave the pharmacist an override instruction and told me to call Rite Aid again to check, which I did. The same person I'd talked to earlier began laughing when I told her the doctor had put in an override for the prescription. "Oh, no, an override wasn't necessary. There was no problem. I don't know what happened, everything is fine, but we're short of pills and there are a number of people ahead of you so you might not be able to get them today." Even though I had called two days before as well as earlier that day. After I'd spent my day trying to procure a solution. After the doctor and her staff got involved. After all of us took time and energy there was no problem?1 And, now, I was "out of line" to get the medication I need in order to move (literally)' And, it was funny?! The following month, February" I called to see if the prescriptions were ready. I was told that one was but the other could not be filled for two days. It was confusing because from the time I'd begun at Rite Aid I'd always picked them up together. The woman told me it was because the prescription in question was for 45 days which was not correct. The prescription was, and always had been, for 30 days. The employee was wrong but very annoyed, ended the conversation, and I had no choice but to wait for the only medication that allows me to move. On Sunday, March 12, 2023, having already called a couple of days before, I called again to be certain the medications were ready for pick up. The woman who answered seemed already annoyed and became more so with my question but instead of answering asked if I had received a reminder call telling me they were ready. I said I had but since I took more than one medication I couldn't know which medication was ready and that I was mainly interested in the two that I'd just mentioned. After asking about the reminder call a couple more times she, finally, told me they were ready. I told her I was leaving and would be there within the hour. At the drive-thru window an employee got the bag of prescriptions for me but then stopped and said she could not release them because the pharmacist was at lunch. She didn't know when she'd be back so left to ask someone else. A woman, with the same distinctive, annoyed, voice, as the one I'd heard when I called less than an hour earlier, who also looked angry, came to the window, repeated what the girl said then added that I needed to go somewhere else and wait because I was holding up the line although no one was behind me. (Nor would there be for some time.) I asked when I should try back but said she didn't know. She began talking faster and her voice got louder and more menacing. At some point I managed to ask if I could hire someone to pick up the medications and deliver them to me. "Yes" she answered. But when I asked if that was okay even with controlled substances she said, "Oh, no, you cannot have those delivered!" (An example of uniformed answers that have led to numerous issues both big and small in the past.) Uninterested in anything I had to say she continued her threats to call security. She said she would have me banned from ever coming to Rite Aid again. She repeatedly accused me of asking them to do something illegal (i.e. release the medications without the pharmacist) but I was not asking for that I just needed help understanding how I should do what needed to be done. Had she not been so angry she might have been able to offer something in the way of a solution such as calling me on my cell to let me know when the pharmacist was back. Had I not felt under attack I might have thought of that myself. Had she not already been angry when I called earlier she might have thought to suggest I come later in the afternoon because the pharmacist was going to lunch. But there was nothing. At some point, as embarrassing as it was to me later, I asked if there was a plan B?! By the time the pharmacist returned a car had pulled up behind me and, because of me, they did have to wait for a brief period of time. The pharmacist asked for my driver's license and if I wanted my prescription list sent to Walgreen's or CVS. She repeated the question while telling me I would not be allowed to come to come to Rite Aid again. But I could not answer because I was not processing the information. At one point it seemed like she was not going to return my driver's license. I said something to the effect that what was happening wasn't right but she was not listening and because it was apparent she was not interested I said, "You don't care, do you?" She smiled and shook her head no. And, it was over. What I'd experienced as shock and fear, and disconnect, was over. I did get the medications I'd come for but since the pharmacist had acted in support of her co-worker rather than offering any kind of customer care I left shaken and confused. Wouldn't it have been possible and more professional of her to have said on her return something to the effect of "I'm sorry to have kept you waiting. I had an unexpectedly late lunch. Here, let me do what needs to be done quickly so you can be on your way. Thank you for your patience."? If the duty of a pharmacist is to provide service in the best interest of a customer what I received was the absolute, inexcusable, antithesis. The next day, when I realized I needed to file a complaint, I called to get the names of the employees who worked the day before, but was told they were not allowed to release that information. The part of this experience I need to own is that a condition I have (**/***) causes me to shut down under extreme stress and that is what happened. I had a severe anxiety attack _and could not move. Because the employee was loud, demanding, threatening, and accusatory I felt intimidated and I stopped being able to process what was going on and in an effort to take care of myself (albeit in a way that would seem odd to an outsider) I needed to stop. And that is what I did. 1 felt trapped and I froze. All I knew was that if I moved I would not know when to come back, I would be forgotten, and the physical aspect of my condition would most likely flare meaning I would be stiff, in great pain, and unable to move. And, without help of any kind. I felt humiliated and frightened but the fact that I live with challenges I sometimes cannot control does not relinquish me from responsibility. I was not, at all, wanting to be difficult or defiant although I saw in hindsight that was how my behavior could be interpreted. For that, I am truly sorry. cannot control does not relinquish me from responsibility. I was not, at all, wanting to be difficult or defiant although I saw in hindsight that was how my behavior could be interpreted. For that, I am truly sorry. The question of why both my husband and I so consistently experienced difficulties with employees at the Rite Aid Pharmacy remains, however. My husband, at one time, wondered if it represented an undertone of antisemitism. I had dismissed his thought but now I am wondering myself because the "punishment" (as well as the experience itself) seemed more personal than it might have been and so much greater than the "crime" might have called for.

  Business Response

  Date: 04/26/2023

  We are sorry to hear about your recent experience at location #*****.We truly apologize for the rude and unaccommodating behavior of the pharmacy associates. Thank you so much for bringing these issues to our attention. Please be advised we have forwarded your letter to the Pharmacy Region Leader of this location. They will be in contact with you within a maximum of 5 business days to address the issues and their resolutions. 

  Customer Answer

  Date: 05/01/2023

  [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:04/25/2023

  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.

  ***** the Store Manager at the Mill Valley CA, location (****************************Mill Valley, CA) was rude and did not take care of my issue - I was charged over $50 in error for a gift card that was defected (they confirmed this) The clerk keep trying to scan it and was charging me each time!!....She assured me the transactions would be voided. They were not...I only spent $5.98 which they confirmed - they found the transaction with my help of the exact date and time I was there...yet $51.96 was charged to my credit card. I will be disputing this with my credit card company as well. I was charged in error multiple times, which they acknowledged but insisted I was given some of the cash back ($10?). This is not true!! They have cameras everywhere and said they could access the recording to confirm if cash was given to me - I told them to review the video. They decided to just say NO, and shortchanged me. ***** should not be a manager and needs to learn how to handle customer situations like this. She said she did not want to discuss this any longer....I told her I had my bank statements, she said so what. I will never shop there again and cancelling all my prescriptions that are linked to Rite Aid as well. Rite Aid will reply to this saying they gave me money back - they did - $40, but it was not the full amount - I was still short changed for their error. Rite Aid still owes me $10.00!! that they said they gave me - not true! I feel ripped off.

  Business Response

  Date: 04/26/2023

  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. 

  Customer Answer

  Date: 04/26/2023

  [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:04/25/2023

  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 received my package order#********* damaged and wet. I contacted riteaid and they were slow to reply but said they would escalate my concern to managment. They also asked if I would agree to send pics of the damage items. About a week later I did not hear any updates on my refund so I used the chat to contact RiteAid again. The chat agent said my refund was on hold because they did not receive the pictures. Nowhere in the initial communication did RiteAid say that pictures were required to process the refund. I told them this and they requested I mail the damage food back to them instead.I tried to do this but the shipper refused.I informed Rite Aid of this and was again told that my concern would be sent to "upper managment" It is ridiculous that customer service cannot directly assist me but "upper management" must make a decision. Weeks later I am still waiting on "upper management"

  Business Response

  Date: 04/25/2023

  We are very sorry to hear about the difficulty that you have had with your recent order. Unfortunately, we cannot issue refunds for damaged orders over $50.00, unless we receive pictures of each of the damaged items, or the damaged items are returned. You can send pictures of the damaged items to [email protected]. As well, USPS should accept this return shipment, as none of the items are considered toxic. You may need to clean off the items or repackage them. You can also contact your financial institution to file a dispute. We truly apologize for this situation an the inconvenience that it has caused.

  Customer Answer

  Date: 04/25/2023

  [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:
  They have not offered me any resolve. Telling me to go back to usps when they already refused the package is asinine. 

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

  Business Response

  Date: 04/26/2023

  According to our policy, when a customer claims that $50.00 or more in merchandise from an online order arrives damaged, the damaged items must be returned, or picture evidence of the damaged items must be provided. Please send pictures of each of the damaged items to [email protected] or return them using the prepaid return shipping label.
  
  We understand that USPS has already rejected the return package. However, according to USPS policy, this package can be shipped, as none of the items are considered toxic. To ship this return package, you may need to clean or repackage the damaged items. If this option does not work for you, you can still send pictures of the damaged items for further review.
  
  We truly apologize for this issue. However, we cannot issue a refund unless you send pictures of the damaged items or return them. If you do not choose one of these two options, you can be assisted further by contacting your financial institution to file a dispute.

  Customer Answer

  Date: 04/26/2023

  [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]

  The supervisor was the one who rejected the package. There is nothing more for me to do on my end. The responsibility should not fall on the customer to fix rite aids mistake
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *******************

• Initial Complaint

  Date:04/20/2023

  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.

  Yesterday, I was charged full-price for my prescription at Rite Aid (almost tripled the usual), because I got new insurance and the worker did not choose my NEW insurance (which was on my record my doctor sent over), but instead chose the old, which was invalid and I was charged for their mistake. Unable to return the prescription and unable to get a discount on next script. I had the prescription picked up for me, so who did so was unaware of pricing - if it was me, I would have not left the premises paying that amount.

  Business Response

  Date: 04/24/2023

  We are sorry to hear about your recent experience.  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:04/19/2023

  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.

  Order #********* Grand Total: $148.41 Date Sept 7th ,2022 I received wrong items and I contacted Rite CS several times about it and I sent them the photos of what received ,they promised with refund but never happened and every time they say we will email you with an update but never happened too ******

  Business Response

  Date: 04/24/2023

  We are very sorry to hear about the difficulty that you have had in regards to this order. Unfortunately, we are unable to refund for this order, as our Research Department has verified that it would not have been possible for our Distribution Center to mistakenly send the specific items you're claiming that you received. We truly apologize for inconvenience that this has caused. For further assistance, you may contact your financial institution to file a dispute.

• Initial Complaint

  Date:04/19/2023

  Type:Delivery 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 4/2/23, I placed an order on Rite Aid's online platform. On 4/10, I realized I never received a notification regarding my order, so checked the status of my package using the provided tracking number. The tracking update stated my package was delivered on 4/7 and a proof of delivery photo showed it was left on a counter in my apartment mailroom near the trashcan. I went to my mailroom on 4/10 and 4/11 to search for my package and found nothing. I connected with my leasing office and they stated that all couriers are supposed to leave the package in the lockers or in the recipients mailbox.I contacted Rite Aid via phone and email on 4/12. During my phone conversation, a Rite Aid representative opened a case for me and stated Rite Aid would investigate the issue. They also mentioned I should receive a call from *** ** to follow up on the package. I also received an email from a Rite Aid representative on 4/12 and she stated my order had shipped. ***** then followed up with me on 4/12 and 4/13 to let me know they did leave the package on the counter in the mailroom and apologized for the inconvenience. They then suggested I follow up with Rite Aid again, so I followed up with Rite Aid again via email on 4/12/23, 4/13/23, 4/16/23, and 4/17/23 to request a refund for my package, but I never received a response. I am requesting a refund for my order #*********.

  Business Response

  Date: 04/26/2023

  We apologize for the delay in our response, and for the difficulty that this issue has caused. The refund for this order will be processed today, 4/26/23. Please allow 7 - 10 business days for this refund to be reflected on your debit / credit card.

  Customer Answer

  Date: 05/02/2023

  [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. 
  

  If this issue is not resolved in 7-10 business days as stated, I will submit another complaint. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:04/19/2023

  Type:Delivery 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 placed an order for medication to be delivered on Monday April 10th betweem 12 p.m. and 5 p.m.; I waited for delivery and the medication was not delivered. Neither was it delivered on Tuesday the 11th.On wednesday the 12th, I called Rite Aid and asked them about the delivery and received a sarcastic response from the employee who answered the phone. I was told that i would have to call the company which they have contracted with for delivery of prescriptions and complain to them about their failure to deliver the medicines.I don't have a contractural agreement with the delivery company, I am a registered Rite Aid customer and th agreement for services is between Rite Aid and myself. They did not attempt to pass on any needed information to make the suggested complaint against the delivery service which Rite Aid uses. The tone of the employee and their nonchalant attitude towards the delivery failure was **** poor customer service and told them so. The employee hung up and reapeated calls for the next half hour were never answered.I believe this attitude and bad service was racially motivated and meant to show ***** customers that they are not valued or appreciated at Rite Aid stores. And it also was meant to show that ***** customers are expected to accept racist behavior from an unprofessional staff trained to be hostile towards ***** customers.

  Business Response

  Date: 04/24/2023

  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. 

  Customer Answer

  Date: 04/25/2023

  [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:
  I am waiting to actually hear from the company; a promise to follow up does not guarantee action to fulfill that promise.
  
  Rite Aid in effect 'promised' to deliver my Mother's medication but gave us uncecesary attitude/hostility when simply asked over the phone about ther failure to deliver.
  
  They, (Rite Aid) even hung up even though we were courteous and respectful while complaining abot this serious failure.
  
  We are talking about necessary MEDICATIONS and not the delivery of snacks/electronics.
  
  Asking us to contact their medicine delivery contractor about failing to deliver the needed medicine was DELIBERATE NEGLIGENCE.
  
  Rite Aid employees hanging up and refusing to answer further calls was DELIBERATE BIASED TREATMENT BASED ON RACE.
  

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

  Customer Answer

  Date: 05/24/2023

  A Rite Aid regional manager did call and apologized for the actions of the former employee who actually caused the incident. 

  I accepted his apology and appreciate their swift action. Any company can have incidences like this happen; it is only when they refuse to address issues when they become apparent that the one time event reveals a culture of illegal/distaseteful/unprofessional behavior.

  At this time I do not believe Rite Aid has such an illegal/distasteful/unprofessional culture by their considerate & professional actions to rectify this situation.

  Rite Aid has addressed my complaint of their own volition and I am thankful for the BBB for assisiting me in a resolution in this matter.

• Initial Complaint

  Date:04/16/2023

  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.

  Rite aid of Lake Isabella California *****. Approximately 60 percent of the time, when I try to call my local rite aid pharmacy the phone goes unanswered. This forces me to drive to the pharmacy to submit my refill requests, an unnecessary trip and time spent to access my medications. Nearly half of the time the pharmacist will not have even started on filling my order by the time that I was told to pick up the order. I believe that rite aid corporation or it's individual store management is understaffing the pharmacy or is not holding their staff accountable for providing their services to the customers. If this were an isolated occurrence I would not raise a flag about it. These problems have been happening for many years and affected thousands of people.

  Business Response

  Date: 04/24/2023

  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. 

  Customer Answer

  Date: 04/24/2023

  [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 am rejecting this response because: I am sure that I am not the first person to complain about how poorly this business operates and even though they said that they were reporting it to upper management, I don't believe that they will change their practices. Until I see and experience better quality of service from this business myself, I will not accept their proposition to tell upper management about the problem. 
  
  Regards,
  
  *********************
  

  Business Response

  Date: 04/24/2023

  We truly apologize for this situation. However, issues like this need to be addressed with upper management of the local Rite Aid pharmacy. This issue has been forwarded to the Pharmacy Region Leader of this location, and they will do everything that they can to make sure this issue is resolved. They will be in contact with you within a maximum of 5 business days to discuss the issue, and their resolution further.

• Initial Complaint

  Date:04/10/2023

  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.

  Each time I've gone into this location the last few months - i've noticed that my amount is always even to the dollar. I have not ever been asked if I would like to donate to kids cents (which if I knew what it was and I supported it then yes I would donate) however it has never been mentioned to me so today I finally caught it and it was $.72 that was owed to me the screen never came up and I told him I don't want to donate and i asked why does your manager train you guys to not give change backs and automatically round to the nearest dollar? The cashier could not provide me with an answer. Once i promoted I wanted to pay what i was due to pay for the item and not the donation he all he said was oh OK then he had to make it go all the way back to show a screen that mind you had never populated before and then give me my change back.It's one thing to ask for a donation but it's another thing to take it upon yourself to automatically apply it without the consent or acknowledgment of your consumers.I logged into my account since the store manager shared that I must have enrolled and I did not enroll. I did some research and it appears this has been an ongoing offense with this company nationally.

  Business Response

  Date: 04/10/2023

  Rite Aid Rewards members can elect to round up their change automatically, every time they shop at Rite Aid, or they can choose to be asked every time they shop.? These choices are made by selecting the appropriate button on the pin-pad by answering Yes, Yes this time, or No.?  
  
  KidCents enrollment can only be done via the pin-pad or online.? The store associates associates do not have the ability to enroll you in this program.? You or members of your household may have inadvertently selected to round up every purchase.? 
  
  We apologize for any confusion, or inconveniences this may have caused you, and have removed the KidCents contribution from your account. 
  
  Should you desire a refund for the amount that you have donated, you may visit any one of your local Rite Aid Locations and speak with an on-duty manager there. 

  Customer Answer

  Date: 04/10/2023

  [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 not satisfactory to me. As my account has not ever been enrolled for kids cents and I am looking to have my entire account reviewed for each donation made to be reimbursed to me that has accumulated over each transaction as this has not ever been a donation I have supported.
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  Date:04/04/2023

  Type:Billing 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 Tuesday, March 28, 2023, at approximately 5:18pm, I filled a prescription at the Rite Aid Pharmacy in ***********, ********** *****. After the prescription was filled, I presented the employee behind the counter with a check. My check was denied. I was not told then, nor have I been told since, why my check was denied. No apology was offered and no effort was made to assist me in cashing the check. I was publicly humiliated and embarrassed. I would like to point out that the check was properly drafted and that there were sufficient funds to support the check ($49.66). There was no reason why the check should not have been approved.

  Business Response

  Date: 04/24/2023

  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. 

  Customer Answer

  Date: 04/24/2023

  [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 am rejecting this response because: Rite Aid simply stating that they are sorry for my experience at their store does not address the embarrassment and humiliation I suffered when my check was publicly rejected. In addition, it does not address the embarrassment and inconvenience other customers to their stores will experience in the future. Rite Aid must establish a policy that all future checks must be accepted if the checks are properly drafted and are supported by sufficient funds. Finally, I have not received a response. All I have received is a statement that Rite Aid will refer this matter to higher level management and that I will receive a response in five (5) working days. Any response received will not be accepted unless it contains three (3) elements: (1)  there must be an explanation why my check was rejected; (2) there must be a written apology from the store manager; (3) there must be assurances that properly drafted and funded checks will not be rejected in the future. 
  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 04/25/2023

  We truly apologize for that your check was denied and for the discomfort and inconvenience that this situation has caused. Issues such as this need to be addressed by upper management of the local Rite Aid store. This issue has been forwarded to the Retail Region Leader of this store, and they will be in contact with you to make sure all of your concerns are addressed and that your questions are answered. We have forwarded your additional feedback to them as well, to make sure they are fully aware of your expectations. The Retail Region Leader will be in contact with you within a maximum of 5 business days. Thank you so much for bringing this issue to our attention so that we can make sure it is resolved. 

  Customer Answer

  Date: 04/25/2023

  [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: All Rite Aid has done is to tell me that they will get in touch with me. That does not constitute a resolution to this problem. My resolution to this problem has been clearly stated on repeated occasions (Please see my last statement). This is the second time Rite Aid has stated they will get in touch with me. I am beginning to think that this may be part of a ploy on the part of Rite Aid to "stonewall" me. 
  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/01/2023

  Our records show that the Store Manager of this location contacted you on 4/28/23. Our records show that they explained to you why the check was denied, as well as offered an apology for the incident that occurred, as requested. We are sorry to hear that the response from the Store Manager was unsatisfactory. We have escalated this concern to the Retail Region Leader of this location and they will be in contact with you within at most 5 business days.

  Customer Answer

  Date: 05/02/2023

  [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 store manager did not explain why my check was denied. Moreover, I have asked for a written apology. A verbal apology, which I do not recall receiving, is unacceptable. In addition, I have asked that the store policy be changed so that checks that are properly drafted and have sufficient funds will not be denied in the future. 
  
  
  Regards,
  
  *****************************