“I have not been a loyal customer of Boots for some time as you are comparatively more expensive, my local stores are tatty, understaffed and the staff who are there are generally very off-hand. However my husband has recently had a knee replacement and with the shift in his posture his ankles and arches have been painful. So, reluctantly, I decided to go to Boots for the plantar fasciitis support. My feeling was that my local pharmacy may not have a wide range of this type of product. I found the product yesterday and purchased a medium size. As soon as my husband saw the sizing he realised it would be too small. He did not open or try on the product. I returned to Boots in Balham, south west London, with the product and receipt to exchange for the larger size. I was told that as it was a medical product it could not be returned under the current pandemic strictures. I had not opened it so clearly had not contaminated it. The deputy manager told me that it would have to be destroyed. Given your policies I do not believe that for one second. Then to add salt to the wound as I leant down to put the second replacement product in my bag the security screen fell forward on to my head. The deputy manager did not even have the courtesy to apologise.
I would really like a clear explanation/justification for forcing me to spend £60 on a double upped product and some evidence that the returned product has been destroyed, or at least some firm evidence that the product is not already back on the shelf. If the issue is that products may have been contaminated in my home are you telling us that all the products in store are disinfected continuously to counteract the possible contamination caused by customers passing or possibly touching the goods. I would be delighted to hear that was the case but am a tiny bit sceptical of that being true.
Any shred of loyalty I may have had is completely dissipated,
I look forward with little or no expectation, to receiving an explanation. Getting the money back is clearly not in your customer service ethos.”
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