Shoppers Drug Mart — Local services in Toronto

Condescending, profiled, rude, and discriminated.

Had a highly traumatic experience at this SDM at the intersection of Yonge and Carlton. We are from India, and my parents are visiting on vacation and wanted to view perfumes and other cosmetics. The person we were dealing with in the perfume section - Natalie (last name unknown). Distinguishing features- white, age 50yrs old. Date of interaction: June 02, 2022. Time window approx 6:30 pm - 7:30 pm As soon as we got in and asked her to show us fragrances, she responded curtly "They are in that section (pointing) like I told you last time you were here". I asked her if she recognized my parents and she replied "Oh yes i've dealt with them before". This was the second time my parents have ever stepped foot in the store. As tourists, they are bound to be a bit overwhelmed but Natalie made sure to express her displeasure. For the next 15-20 minutes we tried avoiding her as much as we could and help ourselves, but she had access to keys that opened cabinets which held the fragrances. We called her to have her show us / test one of the perfumes to which she responded in a condescending tone - we don't do that with these fragrances. In the 15 seconds that we were using to decide if we still wanted to purchase this product- she responds impatiently with "Need time?" we responded with "Yes give us a few seconds" to which she immediately and abruptly locked the cabinet and stormed off to her section.

Still hoping to get what we needed to get done at this store, we went to where she was to have her show us a Burberry perfume, which we decided to buy despite having had a terrible experience so far already. Things got much worse from hereon.

At the billing counter, when Natalie scanned the item, my father asked her to scan the PC Optimum card that I have on my device to avail the senior citizen discount, to which she responded loudly- "we can't give you the discount if your son has the card" - we explained that this had never been the case in the past, through several other SDM stores where we had successfully completed transactions in the same way- with my father present besides me and scanning the PC Optimum card that the store itself was promoting, on my phone. We were able to confirm that this way of transaction is legitimate through another SDM store afterwards. At this point, we had born too much rudeness and blatant disregard if not active hostility, to not confront her and I told her that we were acting on what store employees had told us and what she was suggesting - ("can't scan PC Optimum card if it's in your father's name but on your phone") was not our job to know since we're doing what other employees at SDMs had told us to do, and what her problem was with us. She then said "I've DEALT with these customers all of last week" to which I asked her what she meant by "dealt with", as if they were a huge burden and had caused her some great anguish. To this she responded LOUDLY and extremely rudely- "Maybe you should conduct your business in that store we don't want to serve you here" and she deleted the scanned item and stormed off yet again, leaving us absolutely shocked and traumatized at the billing section in the cosmetics area. I went after her to demand to see her supervisor, and ask her name, to which she simply DID NOT RESPOND and walked off, and I noticed that her name tag was completely covered. Shaking with the trauma and the disbelief, we went to the main billing counter where the supervisor informed us that the manager was not in store. We repeated our experience to him to which he robotically and absolutely unempathetically responded "I apologize sir". This experience has left us traumatized, and absolutely shocked. My parents don't deserve to be treated this way on their vacation. Nobody deserves to be treated this way. We haven't done anything wrong. We demand to have this investigated. It has given all of us- my mother, father and myself trauma and greatly impacted my parents' visit to Canada. Worst experience in my last 4 years in...

WORST EXPERIENCE EVER. Thanks to Ms. Kimberly working at this location. I don’t think I will ever forget her face nor this experience. I went in to grab 2 little things from shoppers at 465 Yonge st on November 23, 2015. Because there was a lineup at the front counter. I went to the cosmetic dept. I shop there all the time and usually the staff is very helpful and friendly. But yesterday was a huge disappointment. The girl who cashed me out was extremely rude. I know when a person is having a bad day and when a person is being straight up rude (she seemed nice- another lady (staff member) said hi to her and she replied back with a smile). But when I reached her...she gave me the dirtiest look..it was so weird. I just couldn't understand why that look was given to me. So at that point it was just awkward for me to say anything to her. So I am just standing there waiting for her to finish the transaction. When she's done she gives me the bag so I am just checking if everything is good she goes "YOU'RE WELCOME" like seriously???!!??! I wasn't even done and I didn't even say thanks. I was just so taken back by this girl. I did not even know what to say or how to react at that moment. And I am not the kind of person to complain about little things. I would have let this go if she didn't give me that extra attitude with her sarcastic “YOU’RE WELCOME”. Wow! I have never come across such an unprofessional and rude worker.

It doesn't end there. Because this experience bothered the living hell out of me. I went back to that location to talk to the manager after work. I can’t remember the beauty advisors name but she was nice enough to at least pretend she cares about the customers. She listened to the whole thing and she told me “I am so surprised that you had such an awful experience at our location. Kimberly is such a sweet girl and everyone loves her. If you would like maybe I can introduce you two. And if there was any misunderstanding, let’s clear it up”. So I am like Okay, let’s see what Ms. Kimberly has to say. She comes and she remembered everything that had happened. I told her I did not like her attitude and her being sarcastic was unnecessary. To which she had the nerve to me that SHE DID ME A FAVOUR by cashing out those two items at the cosmetic department because she saw a huge lineup at the front counters. Her exact words “We only cash out cosmetics here and I did you a favour. And because I did you a favour and you didn’t thank me so that is why I said you’re welcome”. EXCUSE ME! You did not do me a favour, you just did your JOB. Scanning two little items [Pads and mascara(is that not a cosmetic????!!?)] is not called doing someone a favour. I live down the street and I go to this location all the time and many times I have cashed out little things in the cosmetic department and no one has ever told me that they cant cash me out…because I am holding a loreal mascara instead of a Lancome Mascara. She was so unapologetic about the whole thing. I wish I could have just punched her in the face. AND SORRY MS. KIMBERLY YOU HAD TO GO OUT OF YOUR WAY TO DO SUCH A HUGE FAVOUR FOR A CUSTOMER. Because of Ms. Kimberly’s attitude/ service I don’t think I will ever want to step into this location ever. This employee made both my trips AWFULLLL!! And I am going to make sure everyone knows about this awful and waste person who works at...

Don't bother to post a real concern or complaint here. Nothing is done about it unless to go this route: After posting this complaint as i have had to with the horrible treatment subjected to not to mention how they racially profile customers, make assumptions , they are incredibly rude, they even engage in antagonistic behaviour baiting customers into arguments which thy have done with me and discriminated against me not only because of my first nations status but the assumptions of my being gay with their actions and comments. Plus I have proof of their misconduct and their lies with a recording from my phone and a Received from prior purchase that they indicate that they do not exempt taxes for but they did prior. What you need to do is post your complaint here and then share it with social media share it with tiktok share it with Instagram YouTube Facebook. And then ask all of your friends to share it with their friends as well as through messenger and make a big stink about it and a big deal about it because it is a big stinking it is a big deal. And continue reposting it every single day for months until they do something about it like fire the staff or correct the problem or compensate you for their discrimination or their behavior towards you just keep doing it like I'm doing I've started that today. Especially the staff are so bloody rude at this particular location extremely rude. Their security guards are A complete joke like what can they do anybody? Not too much, they can't put their hands on you put yr hands on them then have them charged and then sue shoppers, They can't make you be quiet if you're getting into a confrontation with the staff you don't have to listen to them what are they gonna do beat you app because you're defending yourself or you're honoring a principle that they're not honoring in the store and they're disrespecting you you're supposed to be calm about it and allow them to disrespect to you and speak to you in a rude way no you don't have to what are they gonna do to you ?nothing they can't do anything to you. Let them call their security on you and elevate the situation when you're having civil dialect with them because they know they're in the wrong and they feel contacting the security will intimidate you and get you to go away rather than deal with the content the conflict And resolving the issue they would rather dismiss you and think that they're taking the higher hand By abusing their authority as an employee in the staff and having u kicked out of the store. Their behaviors are other than Epic and ethical. You go in there at night time and they all speak punjabi with each other and they yell across the room to each other in punjabi, Talking about you as a customer the security has come behind me and medications and stood like so close I could feel his breath and follows me up and down the aisle like I'm doing something wrong! I'm shopping! I spend more money in there in one month than they make in their paychecks I'm constantly in there shopping I don't look like a poor person or someone who steals or anything Because I'm not. They're just rude They don't like me in the store because I stand up to them and I stand up For myself I don't take any garbage for anybody and I certainly won't be abused by a bunch of losers who work at...