Spoke to customer services twice about a damaged item received in post. Only valued at 3.20 but was needed. Both times I was told to take an hour out of my day, drive to a store and get a refund. Alternatively could drive to post office, post item back and wait for refund. Not cost effective for Boots and certainly not for me. Any decent store would just send a replacement especially since my order totalled £180. Why would I waste time trying to fleece them for £3.20? Emailed customer services to complain. Allowed over their stated response time before calling again. I was immediately corrected about the timescales I quoted for a reply so had to read boots their own email. Was told they deal with emails when they can. This is now a matter of principle so I call the complaints team where I finally find some common sense. A nice chap sent me two replacement items and put some points on my boots card as an apology. Done and dusted in minutes. Boots -you need to ensure your customer services team are all aware of the sensible way to deal with small damaged items and also ensure they do not contradict a customer quoting your own emails. As your helpful chap pointed out, I have been buying online for years and the last time I returned anything was 2015 so hardly the conning type!