“Disappointing Customer Service and Unanswered Complaint - I purchased a BOSS Bottled fragrance from Boots online after seeing a Father's Day promotion advertising a free BOSS weekend bag. The advertisement was still being actively promoted on social media at the time of my purchase and over Father's Day weekend also, but the complimentary gift was not included with my order.
The promotion also referenced the code "NEXTDAY" when you entered the website, which gave the impression of a time-sensitive Father's Day offer. Unfortunately, the order did not arrive in time for Father's Day, meaning I had to purchase additional gifts at short notice.
When I contacted customer services, I was told the free gift was not attached to my order and may have been unavailable. My concern was not simply the missing gift, but why the promotion continued to be advertised and why customers were not informed during the purchase process that they would not receive the advertised item. I didn't even receive an email either!
Despite providing screenshots of the promotion and repeatedly explaining my concern, Boots responded with template replies relating to delivery, order fulfilment and even a return request that I had never made. The key issue I raised was never properly addressed and they de-escalated the complaint too.
I have always had positive experiences with Boots in the past, which makes this particularly disappointing. My frustration is not primarily about the missing free gift, but about the way the complaint was handled and the failure to provide a clear response to the concerns raised.
I also had to buy extra presents to cover the product's lateness. Just really disappointed with them!”
“Became a member of the baby club as recommended by a friend. Received vouchers for baby products. Tried to use them in multiple stores across multiple dates within a 7 month period and never had the items in stock. Got in touch with Boots via Twitter but they refused to reimburse in anyway.”
