I have been a loyal Boots customer for 20 years however after today's experience I will not be shopping there again. I placed a large order online, including Estée Lauder products as it is bonus time and the purchase of two products entitles you to a free gift. My items arrived today and no gift, I called customer services who said sorry it's missing from your order but we can't send out free items. I explained that the item was not 'free' as the customer needed to spend a certain amount to receive the gift promotion. Could they please check london stores to see if it's in stock and I can collect it from there. Customer services said no we can't do that. Very unhelpful especially as I've signed up to the Boot's Estée Lauder club. Surely club members should get some sort of priority when promotions come out? Very disappointed.