“My mother who is 90 got Phonak hearing aids from Boots at Broughton Park Chester last year at a cost of over £2000. These are the bronze level aids, the advantages of silver and gold aids were explained but as she doesn’t use a mobile phone or watch much tv or do much socialising in noisy environments it was considered that this level would meet her requirements. I have to say we are disappointed with the outcome as she still frequently asks us to repeat things. I went back with her today and saw the original audiologist. I explained that, for example, on the way there with just the two of us in the car she couldn’t hear what I was saying. The audiologist said this was due to the acoustics in the car and when I said it also happens at home she said the aids were really only suitable for one to one face to face conversations. She then said she would turn them up and that was it. We were in and out in 7 minutes. I don’t think my mother has gained much advantage by spending a lot of money on these hearing aids over the free NHS version. I would be interested in your response to this and if you have had other similar complaints.”
“Paid my deposit of £ 310.00 21-02-24 at the White Rose Shopping Centre branch & was booked in for fitting 06-03-24. Arrived on 06-03-24 to be told that the hearing aids hadn't arrived. As I wanted to see Angela (who is part time) rather than move to another person for the fitting, I re booked for 13-03-24. I have just received a phone call from the Boots Head Office cancelling my appointment. No reason has been provided, no confirmation of whether the aids have been delivered to the store & when I asked for the direct contact number for the store, a disconnected number was provided. Having managed to locate an alternative number myself, I could not get through to the hearing department & now await a return call. I would strongly recommend not using Boots. The customer service has been poor (for which I do not blame Angela who is great) What is the point of getting a head office admin person to call when they have zero knowledge ? I'm certainly not wasting my time re appointing if the items have not been delivered & I am seriously considering getting my deposit back & going elsewhere. If they are this poor at this point, I dread to think what their after care will be like.”
“I went for the initial hearing test today. The person who did the test, went at my ears like a mafia hitman with an ice pick. He rammed the instrument into my ear causing pain, then asked if it was painful as if that was his intent. I thought anyone can make a mistake. Then he did exactly the same thing in my left ear. I have cancelled the follow up appointment and won’t be back to Boots. My ears are still sore. My customer reference is 3551464, in case they say I didn’t have an appointment.”
“Went for 15 minute hearing test, they would not do it as I had wax in my ear! I'd had them syringed three months ago!!!!! Please tell your customers,when making first appointment this,as it was a waste of a visit!!! Also, why can't they syringe them there!!!!!!! Not a good experience”
“Appalling customer service
This is a honest review that you should consider if you are going to purchase hearing aid from Boots. I purchased my hearing aids in November 2020. I am going to list my appointments below 26/11/20 for fitting got changed to 30/11/20 at 18.00. Then the time was changed again to 17.30 by another email. 04/01/21 got cancelled to 03/03/21 14/04/22 got changed to 05/05/21then on 04/05/21 got changed to 12/05/22 that again got changed the day before the appointment by email to 26/05/21. Next appointment went to plan 28/03/22 06/03/23 hearing test went to plan. 21/02/24 got cancelled by the new method not a email but by tx at 17.10 the day before. Got called this morning at just after 8am to rebook my appointment for today appointment at 09.15 this morning . I said your customer service is applauding and would like to speak with a manager to be told I can do but that will take 5/10 working days for them to call me back. So if you think you are doing the right thing going to a big company like Boots for your hearing care in my experience once they take £3500 off you you can’t get any after care and I work for a living so I took annual leave and had to rearrange my working week to accommodate Boots who have little care about me the customer and totally no regard to my circumstances and loss of income. I will update this review when a manager does eventually call me. At the moment I don’t have another appointment. To add to this they mention dementia is more prevalent if you don’t look after your hearing I am 62 now and perhaps they should practice what they speak. I hope this helps with anyone considering to use Boots hearing (Don’t Care) appointments and services I truly wish I hadn’t, like I say I have all the emails and messages as proof this is most certainly my honest experience with this
company.
Thanks
Martin
Date of experience:
21 February 2024”
“Boots “care” non existent. Sell you very expensive aids, then in my case close down branch! Causing longer travel time? Can’t get my aid charging properly. Ages waiting on telephone, told one story then another. No audiologist available for 3 days ....away or on holiday.
Long wait for Appointments
Totally bad experience. Very bad experience.”
“I had an email asking me to contact Boots as they were having to cancel a check up appointment in June ( Bridgnorth branch).
I have texted, sent 2 emails, and tried to call. The helpline is permanently busy. Moreover the account website is dreadful. Impossible to enter date of birth, Advantage card not recognised, and numerous problems with password.
Also, unable to find my customer number despite Boots claiming it is on all their correspondence. I have a letter and email but no customer number!
2 hours later and no further forward.
In summary, given cost of hearing aids, appalling service.”
“Our own experience is that Boots Hearing Care and after sales support is a complete shambles and certainly does not meet a customer’s expectations.
After putting a review on Trustpilot regarding our recent experience, we were expecting a call back to discuss our issues in more detail, not to be !
Three days on and no one is taking any responsibility for their shambolic service, we i recommend Boots, that’s a definite NO !”
“I cannot complain about the initial service and my hearing aids.. my problem has been the aids constantly popping out..and lost one more than once but found again. Lost one completely and was quoted £1185 for a replacement..and they fitted a plastic retainer to the existing one..why they hadn’t suggested this when I originally bought them I don’t know. I am trying to manage with the remaining aid because the cost of replacing the lost one is more than a months pension for me…..”
“I would not recommend Boots hearing care , terrible after sales service. The promises they make don’t exist . Any complaints, then they cancel your appointments. They also try telling you which branch to go to.”
“Terrible service, sold hearing aids definitely not fit for purpose, returned
with them 14 times, and they have been returned to Phonak twice, still
not right a complete waste of £2078. Thought going to a company like
Boots would get good service definitely not, a lot of wasted money for
a pensioner.”
“I went to Boots in Barnsley and I am very pleased with the service and the quality of the hearing aids I purchased
Also after purchasing the hearing aids I have had two follow up appointments to make sure everything is ok”
“Another cancelled appointment, 1 hour before the arranged time. Phonak aids brilliant, Boots service rubbish. The Yeovil Hearing Centre is clearly understaffed. My Wife's service from an independent is in another world. The bigger the business the worse the service.”
“Boots Hearing seem to have no idea at all how to provide customer service. In my dealing with them they have lost a pair of hearing aids for a 98 year old customer. They currently have a hearing aid given to them for repair but after 5 weeks they haven't been in touch. On calling today they were unable to help at all as they hadn't asked for POA documentation. So they take your hearing aids but have no way to return them to you. Simply astounding ineptitude, truly the worst firm to deal with when it comes to looking after an elderly vulnerable person. Avoid them at all costs!”
“No aftercare at Boots hearing care
Absolutely no help available in store once you’ve purchased the hearing aids . If you need advice or help you have to wait until you can get an appointment with the audiologist . No one in store is trained to help you with simple problems. I phoned the number provided and they only book appointments .
I would not go to Boots again I’d go to a different company another time , am disgusted and asking for a full refund as I can’t use my hearing aids without some simple advice.”
“Hello, boots were never off the phone when I expressed interest. After assessment fitting appointments were few and far between. Then my appointment was cancelled with one hours notice with no explanation and after I had rearranged my work to fit in with it. The is no direct local contact and the service seems poor, remote and inflexible ...you fit in with them. No confidence in them but I have made a deposit. I gave negative feedback when. It was requested but no one got in touch. To date I am an unhappy customer.”
