“I bought Estée Lauder perfume as Christmas present in November to arrive in a boots store. This didn’t arrive at specified time. I went in to the shop x2, emailed x3 but no delivery to the shop and no response to emails. The shop wouldn’t ring on my behalf even though it was due to be delivered there. I had to use my own credit to an expensive phone number. 40 odd minutes waiting time. Didn’t get any response via emails. On 30th December I finally was able to get through. Made me stay on the phone line whilst they rang the store to check it had not arrived so wasting more of my phone credit. Now I have to wait for a new item to be sent out or 14 days for a refund to be processed. So for an item paid for in November I won’t receive a refund until around 14th January.
Merry Christmas”
“NEVER AGAIN!
I booked a Covid test & from that moment on it was a disaster. Via the web site we sent all the required info & had our £140 on hold until we visited the store. The web site would not let us make the booking we tried several time without luck. We tried to contact Boots by phone NOT A CHANCE, I sent several emails to which I had one reply & the response was inadequate & solved nothing, in fact it just made matters worse, STILL NO RESALUTION, NEVER AGAIN!”
“I would just like to mention the amazing customer service I received off a member of staff in store on No7 in the Swansea store .
The member of staff who served me has served me many times before and is such a positive polite caring member of the No7 team in store ,I would just like to thank Louise and I hope she gets to see the review.
Thank you for all the advice you give me on skincare and i hope Boots release how hard it is to find amazing staff like yourself .”
“Suffered a terrible experience with Boots, Buckstone, Edinburgh with a member of staff who was so rude and a completely unempathetic Manager who did nothing to diffuse what became a very heated exchange between us.Suffering from extreme stress and anxiety which ironically I had come in to collect my prescribed medications for,I left feeling most upset to the point I had to self medicate with Diazepam upon returning to my home afterwards.Have written to complain but over a week later have not even had the courtesy of an acknowledgement letter.Will be taking my custom elsewhere.”
“RIP OFF MERCHANT
I have always had my eye tests and glasses at Boots and have done so for many years. On my recent test I was advised of new technology OCT which cost £25.
Since I am getting old near to OAP age, I thought I have it done. I mentioned this technology to my friend who said he had it done at Specsavers on Good Friday at a cost of only £10, which checked out. Obviously, I am not happy with Boots charging £25 and being ripped off by Boots when they are supposedly the market leader, a national trusted icon blue chip company, who should set the pace for others to follow. Instead they fleeced their loyal vulnerable customers.
I complaint to Mr. James the MD of Boots that I was not happy that they charged £25 for the same test and that I want the difference refunded. His Executive Office replied within 2 hours after their lack of investigation and I was flabbergasted by the complaint handlers reply. Basically, I was advised the charge beforehand and Boots do not price match and would not refund the difference. He will forward my experience to the Optician Team. It was completely standard reply with no concern or empathy for the customer. Their price was 150% more than their competitor; £15 to Boots might not be much but a lot to someone who is uncertain of employment due to Covid.
I have given them an opportunity to rectify the issue and their response has left me feeling angry.
Customer loyalty means nothing to Boots.
If you want an eye test go to Specsavers; that is where I will go in future.
Boots, you have lost my custom and I wonder how many loyal customers that you can cheesed off.”
“DON'T GO TO BOOTS AS THEY WILL RIP YOU OFF. DO YOU TRUST THAT THEY ARE TRUSTWORTHY WHO WOULD LOOK AFTER THEIR CUSTOMERS ESPECIALLY LOYAL ONES.
I have always had my eye tests and glasses at Boots and have done so for many years. On my recent test I was advised of new technology OCT which cost £25.
Since I am getting old near to OAP age, I thought I have it done. I mentioned this technology to my friend who said he had it done at Specsavers on Good Friday at a cost of only £10, which checked out. Obviously, I am not happy with Boots charging £25 and being ripped off by Boots when they are supposedly the market leader, a national trusted icon blue chip company, who should set the pace for others to follow. Instead they fleeced their loyal vulnerable customers.
I complaint to Mr. James the MD of Boots that I was not happy that they charged £25 for the same test and that I want the difference refunded. His Executive Office replied within 2 hours after their lack of investigation and I was flabbergasted by the complaint handlers reply. Basically, I was advised the charge beforehand and Boots do not price match and would not refund the difference. He will forward my experience to the Optician Team. It was completely standard reply with no concern or empathy for the customer. Their price was 150% more than their competitor; £15 to Boots might not be much but a lot to someone who is uncertain of employment due to Covid.
I have given them an opportunity to rectify the issue and their response has left me feeling angry.
Customer loyalty means nothing to Boots.
If you want an eye test go to Specsavers; that is where I will go in future.
Boots, you have lost my custom and I wonder how many loyal customers that you can cheesed off.”
“Ordered some Xmas presents on Boots’ website, however a completely different order turned up.
Contacted customer services via email to make them aware, asking them how they would be collecting the incorrect order and asking for my original order to be sent out. They said they would not be sending out my correct order until I had returned the incorrect order to my local store. I advised I didn’t want to visit a store seeing as the mistake was not mine to rectify (plus it was a large box / items to return, not easy when you don’t drive!). I had paid for delivery for the very reason that I wanted to avoid going into a shop unnecessarily at this time. I said in my emails I’m very happy for them to have the incorrect items back seeing as they’re not mine and I have not paid for them, and suggested they either send a courier or use the royal mail collection service. My request was denied saying that their terms and conditions state that any order must be returned to store (or by dropping into the post office) before they would send out my correct order. I don’t see how an incorrect order sent out should follow the same terms and conditions as a customer deciding to return a product they don’t want anymore?!
Yes mistakes happen, and I am not one to complain for that reason alone, but the onus should be on them to put it right not the customer.
Awful customer experience. Will not be using again and I urge others to avoid based on the other recent 1 star reviews (I would give zero if possible!).”
“Tried to place a large order with Boots.com
Spent 2 weeks and 2 hrs on the phone to "customer care". Because my initial order was cancelled I contacted "customer service" and was told to reduce the quantities and reorder, did that with the same result, contacted customer service and was told to leave 48 hrs and reorder, again the order was cancelled, contacted customer service and wast told that it would be refered to Senior management who would get back within 48 hrs, which never happened, so I again contacted customer service who apologised and tried to order over the phone,
the order was again cancelled by Boots, again contacted customer service and the couldn't give me an answer as to why my orders kept being cancelled and couldnt reset the account.
All the orders were showing as pending on my Creditcard account, reducing the available credit on my card considerably.
I then read reviews on TrustPilot and found I wasn't alone, wish that I'd read it before using Boots.Com”
“Became a member of the baby club as recommended by a friend. Received vouchers for baby products. Tried to use them in multiple stores across multiple dates within a 7 month period and never had the items in stock. Got in touch with Boots via Twitter but they refused to reimburse in anyway.”
“Waited for online order, eventually contacted boots, who then kept me waiting a few more days to then tell me they'd cancelled my order. Furious. Do not use online service.”
“Louise at Boots, The Shires, Leamington Spa on the pharmacy department has been very helpful and she has gone above and beyond to help me get my issue resolved, Thank you so much.”
