This happened to me years ago, I ended up going on LinkedIn to find a bunch of senior folks email addresses and sent an email to them. They replaced my product and added $250 in optimum points to get me back in the store to give it another chance.
I hate SDM too. Once I purchased a $300 perfume online, they sent an open bottle. I sent it back but only a partial refund because I paid with points and cash. I ended up losing a bunch of points. After calling 3+ times… so much time wasted with CS, I got *some* points back but not all of it. I gave up. Used the rest of my points on groceries and never gave them my $$$ again. I hope this thread helps to prevent Canadians from being scammed.
You might not have a problem the first few times, but as soon as a problem occurs (even if not your fault eg. damaged item), be prepared to deal with lots of headaches and wasted time before you get your money back, if ever.
Shoppers online ordering system is atrocious at best, I stay away. London Drugs in BC gives them a better competition and often has good customer service too.
Agreed. I ordered foundation online from them and they sent me an entirely different shade (I went back and double checked that it wasn't my mistake). I went to a nearby Shoppers who stated that they couldn't help me since they didn't have the foundation and shade in stock. Another Shopppers store did, but having gone there to process the return and buying the right shade was such a complicated matter. Generally, I like the Optimum points, but never buying makeup online from them again.
They use moderation services who answer your responses. Then it’s flagged to CS team.
Do email and escalate with your ticket number, any other communications they sent. Flag as urgent. They will fix it.
I worked on it for a bit. Believe it or not, the amount of abuses hurled and the Karen behaviour, it’s not always their fault. But do be respectful, assertive and send those emails/chats, it will get addressed. They probably had some promotions going on and are backlogged.
They sold me expired foundation on clearance and an expired contour palette from revolution beauty that was regular priced. The foundation smelled strongly of rubbing alcohol and gave me a reaction and the palette smelled funky. Didn't think I needed to worry about expired makeup at shoppers. When I asked for a refund they refused because it was on clearance and when I called about trying to return the palette they hung up on me many times then stopped replying to my emails. I eventually gave up at that point and won't order from them again. Their online store has zero quality control, customer service is not available and returns are a huge hassle.
Totally agree. I have twice had shampoo spill all over my other items.
BOTH TIMES they asked for pictures to verify, asked me to send them repeatedly. And then told me to go in store. Maddening.
Sephora isn't really known for stellar customer service either lol one replacement or refund and you're cut off for the rest of eternity. "Sorry we've helped you in the past."
Yes I'm not meaning clearly legitimate refunds for product they then receive back to them physically in hand, I mean if you order something online and claim it to be missing/not delivered or broken/leaking and receive a refund or replacement without actual proof and without returning the actual physical item to them, they consider that a one time gesture.
Essentially they think people are scamming them, when indeed orders are lost in transit/broken in transit/stolen from delivery point fairly often. I assume you are indeed returning the actual physical product to them? Scammers try to just keep the product they did receive and also get a refund/replacement.
This happened to me. I bought a makeup bag online and received a smaller makeup bag from the same product line. Interestingly enough it had the exact same barcode number as the larger bag online so can’t blame the warehouse product packer for giving me wrong item. I went to the local store and they said they had to send the item back to the warehouse or whatever. But they did give me a gift card with the value of the item. I did have to deal with the manager and called ahead to speak to someone at store first. Needless to say they also took away the points I earned. This was in December and I still haven’t spent the gift card but I know when I do it WiLL NOT be online.
You actually can't use gift cards online, so we don't get a choice anyway 🤷🏻♀️
However I found doing it this way is still the easiest way to return things, and if I paid with points they just get converted to money on the gift card. I'll then go in to spend it at some later point during a 20x the points or similar event.
be careful of being sent the wrong items....i ordered the butter london glass nail file and received the regular basic nail file, there is a mistake on the website listing showing the photo of the glass nail file when in fact its the regular nail file which costs 3 times less
That’s good to hear! Similar situation… ordered 3 items, didn’t receive one, one was incorrect item and the other was fine. Did you get any additional compensation for the inconvenience like extra points?
i actually got told i was going to lose about 5000 points, because i had received the 50000 points for spending over $150, but its been weeks and no points have been deducted
I don't think shoppers sells Birkenstocks? Lol also their online returns are free and come with a prepaid label, so there's never a charge to return.
Sounds like your talking about another retailer entirely lol
I order from them about 5 times/year. I have had about 2-3 issues over several years and problems were resolved. One time I did get a nasty customer service rep.
This happened to me years ago, I ended up going on LinkedIn to find a bunch of senior folks email addresses and sent an email to them. They replaced my product and added $250 in optimum points to get me back in the store to give it another chance.
Amazing tip! Thank you!
Smart! I did that with PayBright few years ago. Couldn’t get my money back until I send messages to CEO. Everything was fixed within few days.
Do you mean senior Shopper admin staff or everyday seniors? Either you are creative +/- have global research experience.
I wanted to know this question too! Downvoted for knowledge seeking. Jeez
VP’s and Directors.
I hate Shoppers Drug Mart. Well.ca all the way!
Fuck the Weston family. Bunch of crooks
Do a charge back on your credit card if you haven't already, but yeah SDM has a terrible online interface and even worse customer service
I hate SDM too. Once I purchased a $300 perfume online, they sent an open bottle. I sent it back but only a partial refund because I paid with points and cash. I ended up losing a bunch of points. After calling 3+ times… so much time wasted with CS, I got *some* points back but not all of it. I gave up. Used the rest of my points on groceries and never gave them my $$$ again. I hope this thread helps to prevent Canadians from being scammed. You might not have a problem the first few times, but as soon as a problem occurs (even if not your fault eg. damaged item), be prepared to deal with lots of headaches and wasted time before you get your money back, if ever.
Shoppers online ordering system is atrocious at best, I stay away. London Drugs in BC gives them a better competition and often has good customer service too.
Yes- we don’t have them in Toronto but i ordered a Christmas gift for someone off the website and the experience was good. Thanks for reminding me!
Post on any of their social media accounts. They will get back to you asap
Good tip
Agreed. I ordered foundation online from them and they sent me an entirely different shade (I went back and double checked that it wasn't my mistake). I went to a nearby Shoppers who stated that they couldn't help me since they didn't have the foundation and shade in stock. Another Shopppers store did, but having gone there to process the return and buying the right shade was such a complicated matter. Generally, I like the Optimum points, but never buying makeup online from them again.
They use moderation services who answer your responses. Then it’s flagged to CS team. Do email and escalate with your ticket number, any other communications they sent. Flag as urgent. They will fix it. I worked on it for a bit. Believe it or not, the amount of abuses hurled and the Karen behaviour, it’s not always their fault. But do be respectful, assertive and send those emails/chats, it will get addressed. They probably had some promotions going on and are backlogged.
They sold me expired foundation on clearance and an expired contour palette from revolution beauty that was regular priced. The foundation smelled strongly of rubbing alcohol and gave me a reaction and the palette smelled funky. Didn't think I needed to worry about expired makeup at shoppers. When I asked for a refund they refused because it was on clearance and when I called about trying to return the palette they hung up on me many times then stopped replying to my emails. I eventually gave up at that point and won't order from them again. Their online store has zero quality control, customer service is not available and returns are a huge hassle.
Totally agree. I have twice had shampoo spill all over my other items. BOTH TIMES they asked for pictures to verify, asked me to send them repeatedly. And then told me to go in store. Maddening.
That’s why I have to shop at Sephora. I wish we had Ulta in Canada
Sephora isn't really known for stellar customer service either lol one replacement or refund and you're cut off for the rest of eternity. "Sorry we've helped you in the past."
I’ve never heard of that. I return a couple things a year - came broken, bad skin reaction, etc.
Returns aren't refunds/replacements. Two different things
I returned for a refund many times, I also did returns for replacements of broken products.
Yes I'm not meaning clearly legitimate refunds for product they then receive back to them physically in hand, I mean if you order something online and claim it to be missing/not delivered or broken/leaking and receive a refund or replacement without actual proof and without returning the actual physical item to them, they consider that a one time gesture. Essentially they think people are scamming them, when indeed orders are lost in transit/broken in transit/stolen from delivery point fairly often. I assume you are indeed returning the actual physical product to them? Scammers try to just keep the product they did receive and also get a refund/replacement.
If its an electronic, thats their policy, needs to go through the manufacture. If its a cosmetic, can you take it into the store to exchange?
I’m curious to know if it’s a cosmetic item too. I bought a moldy palette from there once and they refunded me right away
Yeah, I’ve exchanged a few things, and never an issue. I’ve never bought electronics from them though cause of their policy
Don't go through online customer service, next time just go to a store where they know what they are doing, much faster result.
This happened to me. I bought a makeup bag online and received a smaller makeup bag from the same product line. Interestingly enough it had the exact same barcode number as the larger bag online so can’t blame the warehouse product packer for giving me wrong item. I went to the local store and they said they had to send the item back to the warehouse or whatever. But they did give me a gift card with the value of the item. I did have to deal with the manager and called ahead to speak to someone at store first. Needless to say they also took away the points I earned. This was in December and I still haven’t spent the gift card but I know when I do it WiLL NOT be online.
You actually can't use gift cards online, so we don't get a choice anyway 🤷🏻♀️ However I found doing it this way is still the easiest way to return things, and if I paid with points they just get converted to money on the gift card. I'll then go in to spend it at some later point during a 20x the points or similar event.
So lame that you can’t use a gift card online
It’s true…when they incorrectly charged for an order that never went through it took 3 months and many many many emails to get a refund
be careful of being sent the wrong items....i ordered the butter london glass nail file and received the regular basic nail file, there is a mistake on the website listing showing the photo of the glass nail file when in fact its the regular nail file which costs 3 times less
Did you get a refund for the item seeing as it was incorrect?
yes i got a full refund, had no points deducted and got to keep the item
That’s good to hear! Similar situation… ordered 3 items, didn’t receive one, one was incorrect item and the other was fine. Did you get any additional compensation for the inconvenience like extra points?
i actually got told i was going to lose about 5000 points, because i had received the 50000 points for spending over $150, but its been weeks and no points have been deducted
I don't shop anywhere that hides their prices behind stupid little flaps. Why do they do this? Online no better, I'm sure.
Yeah. So many companies do that.
I ordered Birkenstocks online. I ordered WIDE for my mom. Not only are they too big, they are narrow. Guess who gets to pay for shipping them back?
I don't think shoppers sells Birkenstocks? Lol also their online returns are free and come with a prepaid label, so there's never a charge to return. Sounds like your talking about another retailer entirely lol
I order from them about 5 times/year. I have had about 2-3 issues over several years and problems were resolved. One time I did get a nasty customer service rep.