Sobeys South Ajax

I usually don't have any problems when I come to this shoppers, however today I had to pick up a medication (That I usually don't take) that was not covered by OHIP. I do have private insurance, however, being a patient on ODSP, I am able to use both while picking up my prescriptions. I was serviced by the tech at the pharmacy named Dhruv. When I came to pick up both my prescriptions and saw that my medication that was usually covered under OHIP was billed through my private insurance he told me that it is illegal for them to bill OHIP if I had private insurance. He told me this in front of the whole pharmacy and made me look/feel stupid and as if I was commiting healthcare fraud and had no idea what I was talking about. I then paid out of pocket and left the store. When I had gotten home and verified that it is allowed for ODSP patients to use both private and OHIP simultaneously, I called the pharmacy and was told to hold and I was on hold for 30mins. I decided to hang up and I called the pharmacy back and someone answered right away, and they did confirm that the prescription was able to be covered by OHIP due to me being on ODSP. Even though it was a small price to pay, I was still told I was wrong and then again told that it was illegal and that would be considered fraud when I knew for a fact I was right. Clearly he needs to go back and take some courses about empathy towards patients and proper insurance billing protocols. I will be picking up my refund tomorrow and complaining to the manager.

I visited this location today to pick up a refill prescription. I had to update my insurance information as it had changed and the employee immediately tells me my claim was denied and I'd have to pay. When I assured him that I do indeed have coverage, it took him 20 mins to try putting it through again. Then, Another employee told me their system went down and I'd have to come back. I returned 30 mins later and the second pharmacist assistant confirmed my information again but kept telling me that it wasn't working. After 30 mins of waiting for this employee to sort this out, he finally asked another assistant to try to enter my information and she discovered that he was inputting my information in incorrectly. Instead of putting in 132...he had mistyped 123. I pointed out that maybe next time he should ask for assistance sooner so he wouldn't leave the customer waiting. His response was that he " had tried to help me" and that "it was busy." Instead of this rude response, it would have been sufficient to simply offer an apology for the mistake and thank me for my patience. Customer service is obviously not a priority at this location.

After at least six visits to this store, I can truly say that I have never had an issue; in all aspects this store has been above average. The front desk staff are efficient and very pleasant, as are the dispensary staff and pharmacists. Prescriptions are filled quickly, in some cases in under ten minutes; a text to one's smart phone is a handy notification method while waiting. Vaccinations are administered quickly and professionally, after scheduling online. Should one have questions regarding a product, in either the larger store or the cosmetic section, assistance is immediately available. The staff are invested in their jobs and are always eager to assist. There is plenty of parking out front!