I ordered £50 worth of products online and when I got to the checkout section there was an issue with one of the bank details I put in. When I corrected it and put the order through, I noticed in the confirmation email that the order was getting sent to an old address, which is only a 6 hour drive and a 2 hour ferry crossing away from my current address!

I phoned Boots immediately to change the address or cancel the order and was advised that I wouldn't be able to do this! I then spoke to another customer advisor who told me that I would be able to get a refund when I got the dispatch email. I didn't feel that this information was correct so I phoned the helpline and got another advisor who told me that the information I had been given was incorrect and was probably given by one of their staff who had just started! I was then advised to write a letter to the tenants of my old address to ask them not to accept delivery of the package!!

Long story short - my package is waiting in the sorting office of the old town where I used to live and I know have to wait at least 18 days until they return it to Boots upon which I might receive a refund.

Boots customer service have been unhelpful and misleading and it has taken me hours to try and contact Royal mail, sorting offices etc to track the package down. Surely it would be a lot simpler to have a cancel or change address option on the website, as Amazon does?
Posted 1 month ago
Boots is rated 2.95 based on 1,226 reviews

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