Finlandia Pharmacy and Natural Health Centre - Vancouver, British Columbia

José R.

On y trouve tout ce qui touche la santé holistique et le bien-être au naturel, le tout conseillé par un large éventail de spécialistes (homéopathes, herboristes, et plus..).
Merci d’avoir pignon sur rue à Vancouver !

Soukaina C.

Was a loyal and regular customer, spent hundreds here to restock my supplement needs and recommended this place to all my friends. Today they absolutely lost my business forever.
My small bag accidentally knocked over a $13 Finlandia brand bottle of vitamin D. I apologized profusely and offered to pay the full price of the product, as you do. The staff seemed annoyed and inconvenienced (it wasn't busy AT ALL in the store). I offered to clean it up and apologized many times and the staff took care of the cleanup.
When it came time to checkout my over $200 worth of supplements I bought, one of the staff members came up to me and handed me the bottle saying I should only pay for half of it since I broke it. We're talking $6.50. I literally had more $$ accumulates in rewards points on my account from my several past and expensive purchases.

Honestly I would completely understand if it was a brand name supplement but it's literally they're house $13 vitamin D supplement. It probably cost them one whole dollar to manufacture and sell.

I'm all for being responsible and paying for what I broke - you would just assume out of principal they would rather provide decent customer service instead of shunning you and making you pay $6 for something you accidentally broke.

Won't be coming back, SO many other options for supplement stores in this city, and even if I can't find my preferred brands in another store I'll happily buy from the brand directly and pay the shipping fee.

cici S.

The staff were very friendly, but the item I wanted was out of stock. They suggested I could buy it online and have it delivered to my home, so I wouldn’t have to make another trip. I informed them that I would be leaving Vancouver soon and needed to ensure that I received the product before my departure. After checking, they assured me that I would receive it before I left, as my timeline was sufficient for shipping. However, on the day I was leaving, I still hadn’t received my item, so I called to inquire. Although it was difficult to reach the right department, I eventually got a response stating that there was an issue with my order, and they only placed it again while I was on the phone. I was speechless. The fastest shipping option would take two days and required me to pay for expedited shipping. Even if I paid, it wouldn’t arrive in time for me to receive the product I ordered. If they had informed me a few days earlier, I could have gone to the store or purchased it elsewhere. If I hadn’t called, would I have just been left waiting indefinitely? I don’t understand where the error occurred, and no one explained or apologized to me. This purchasing experience was truly disappointing.

L

Driving from Burnaby with traffic and I would of been a minute late, I was on the phone with Staff and told him I will be there in 7mins and he said the store closes in 6 mins. I asked if I should just turn around after driving 40 mins and he said yes. I would spent a $80. Wow! Lost my business.

Linh T.

This was my first time visiting this pharmacy and I am blown away by the friendly staff at this store. Maybe I came on a lucky day, but everyone seemed very nice and knowledgeable and happy to offer service. It’s rare to see good customer service these days and their small gestures really go a long way. My prescription was filled and I was in / out in less than 20 mins. In addition, this store also had an extensive selection of great make up, health foods and brands to choose from. I will be back for more. Thank you!

S. L.

My recent Finlandia Customer experience was the worst customer treatment I've had ever had in my life. Previously, I was a regular happy shopper at Finlandia growing up alongside the treasured neighbourhood store. Finlandia seamlessly met all of my health care needs in a timely and professional manner.
I have been a loyal, easy going customer since 2007.

This past Winter 2024 the Customer Service decline was truly shocking. I couldn't quite wrap my head around it.

I had contacted Finlandia Herbal directly by phone in early December knowing up front when i called that they had supply issues over the past year. I asked them on the phone if they could make something for me 'given the supply issue they are still facing'?
They told me yes, no problem they could customize and formulate an antibacterial topical oil. They also agreed that a topical oil was a good idea with my condition -- and told me to get a Prescription for this request from my Herbalist. I followed the new procedure at Finlandia and got a Prescription from my Herbalist that week as I wanted to be prompt.
They emailed me back declining my Prescription saying they had "a supply issue" and couldn't fill the Prescription request.
I immediately replied to the Herbal Department and said I already knew that and that was the starting point when I initially called and spoke to an Herbalist to inquire and would they please double check, as I was told by Finlandia that an antibacterial topical oil was totally possible with the given supply issue just two or three days before.

They did not reply back to me after that. Radio Silence.

They gave no answer to any phone or email inquiry I made. I was literally ghosted by a Business?! I had followed their new procedure.

You can imagine how puzzling this was considering I have never had one single issue before at Finlandia. I think that's why I kept naively trying to get help; because I believed there was only a miscommunication.

I then tried to clarify the entire situation with the Store Manager, thinking this would easily be resolved.
I asked politely in a voice mail for assistance by calling the Customer Service twice and I emailing the Store. I asked for a call back so I could explain my concern. I was hopeful the store Manager could assist me and resolve the communication issue.

..... Crickets from the Finlandia Store Management.

Not one reply to all my efforts to get help with the order.
I have never experienced anything like this before with any professional business.

The Finlandia website states they built their business from 1974 on good relationships with Customers. As a core tenet.
That is clearly not the mission for their Business at present in my experience. I made every polite effort to get basic assistance or a response.

Finlandia, I have never had a more disrespectful Customer experience in my life. I would never normally take time to write a nasty review about any Business to be honest.
I did not want to rattle on about a negative and complex customer experience. However, this type of dismissive and odd business practice can't be overlooked, I had to share it.

Businesses in this City are quite capable of communicating clearly and easily with their valued Customers.
I hope Finlandia has a serious pause after seeing this and considers how easily this could have been addressed.

A Former Customer of Finlandia Natural Health,
S. Lawrence

….

SA M.

Helpful staff, well stocked with items no other natural health store has, and I can only find online.

Sharmay H.

Many choices of health supplements and health related products. Bought some lipsticks and they were labeled as edible.Tried the products and very happy about them.