Boots Reviews

Name: Boots
Address: Boots Customer CarePO Box 5300, Nottingham
Rating: 2.60

2.6 Rating 1,898 Reviews

39 %

of reviewers recommend Boots

2.6

Based on 1,898 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 29%
Accurate And Undamaged Orders	Greater than 77%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.9 out of 5
Avg Email Response Time	-1 hours
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About Boots:

Buy health and beauty products online from the UKs most popular chemist, Boots. Find pharmacy services, prescriptions, baby, diet, fitness, hair products and perfume. Check out the huge selection of our online products, the number one store the UKs.

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Phone:

0845 609 0055

Location:

Boots Customer CarePO Box 5300
Nottingham
NG90 1AA

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"Failing of contractual requirements by not delivering my parcel to my building\r\nMy daughter placed an order for two electric toothbrushes, a hairdryer and shampoo ( 192 pounds!) for the delivery date of the 19th September 2023. I was staying with her then, and waited the whole day for the delivery. It did not arrive and has never come. We phoned Boots that evening and were told we had to wait 24 hours before reporting it.\r\nWe phoned (20th) the next day and were told it had been delivered. It had not. I had also been in the day of the 20th as we were expecting various deliveries, and I kept checking if we had received any deliveries.\r\nWe emailed and phoned again and were told we had to wait 72 hours before an investigation could be logged.\r\n\r\nThe Royal Mail had a photo on their system showing delivery. It was a photo of a building area not anywhere in our building. We sent an email including their \"proof of delivery\" photo and photos of our building showing how it could not possibly be our building, so it could not be used as proof of delivery, instead, it was proof that it had been incorrectly delivered.\r\nAfter numerous emails and telephone calls, We were informed on the 7th of October that the Royal Mail had investigated and concluded that the parcel had been delivered. Boots's contractual requirements had been met, and we would not receive a refund.\r\n\r\nI am distraught and disappointed. The fact that the Royal Mail photo was not of our building, there was no option to have a signed delivery for a high-value item, and it is Boots who has a contract with Royal Mail for delivery, not us; how could they conclude that their contractual obligations had been met. This is a large sum of money to lose as Boots, who has a contract with Royal Mail for deliveries as their carrier, are failing in their \"contractual requirements in relation to this order\" as Royal Mail did not deliver the parcel to the correct building which resulted in us not receiving our parcel at all. We should not bear the consequences of their mistake.\r\n\r\nBoots suggested we \"contact your local authorities if you believe the parcel has been stolen from your property\". We cannot do this as the authorities would conclude that the parcel was never delivered to our building based on the photograph provided by Royal Mail and an examination of our building. It would be evident to any observer that they were not in the same building.\r\n\r\nDate of experience: 19 September to October 07, 2023"

Vanessa Davies

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Ordered 23rd of April 2025. Estimated delivery 26th of April 2025. It never arrived, no courier details were given, so Boots cancelled on the 3rd of May 2025. 11th of June 2025 and still waiting for my refund. Have emailed about 10 times. I ordered in good faith, boots took my money but didn't fulfill their obligations to me. 5 weeks of emails and have still not received my refund.”

Helpful Report

Posted 4 months ago

“I tried to exchange my boots points but the items came to more than the points I had. Very unhelpful girl on the checkout said that I would not be able to pay with my points and the balance by card. I have had similar problems in the past but only at the Holloway Road branch and will not be returning. Inexperienced staff cause bad customer experience.”

Helpful Report

Posted 4 months ago

“Deeply Disappointed and Outraged by Staff Behaviour at Boots Tottenham Hale, I am writing to express my extreme anger and disappointment regarding an unacceptable incident that took place at your Boots store located at 2, Tottenham Hale Retail Park, Broad Ln, London N15 4QD. My wife and her mother were treated in an appallingly rude and aggressive manner by the store manager. The way they were spoken to was completely unprofessional, demeaning, and utterly disrespectful. There is absolutely no justification for treating customers—let alone women—with such hostility. Let me be clear: this type of behaviour is inexcusable. I wonder if the manager would have dared to speak that way had I been present. It’s deeply disturbing to think your staff might be selectively confrontational, depending on who they think they can intimidate. Needless to say, neither my wife, her mother, nor I will ever step foot in that store again. You have lost our business permanently, and I will make sure others know what kind of treatment they may face at this location. I expect this incident to be formally investigated, and appropriate action taken. A store manager represents your brand, if this is the standard of conduct you accept, it speaks volumes about the wider culture at Boots.”

Helpful Report

Posted 4 months ago

“Just been told by a boots pharmacist to look online for recommendations for anti malarial drugs, decide which ones I want then come back and buy them”

Helpful Report

Posted 4 months ago

“I would give no stars if possible. Ordered a cot to be delivered to store 16th May. It was dispatched the next day. It has still not arrived 1 week after due delivery date. Customer service said nothing they can do cannot track it in their system. CS lied and said they would reorder and have it to me by today. On the call today they said the reorder had not yet been approved and approval could take 14 days and to expect a further 3 to 4 days for delivery. Refund would take 14 days as well. CS say they cannot escalate as the people who deal with this are not customer facing and cannot be contacted. I have explained this is a gift for someone who is due to have their baby and we really need a delivery date but they have said they cannot do that. Very very poor customer service. Always thought Boots was trustworthy but I no longer hold that opinion.”

Helpful Report

Posted 4 months ago

“Awful customer service. Ordered a very expensive perfume for next day delivery. Shows it was delivered to a door and a signature but both not myn. After reaching out it’s over 2 weeks and constant calls and emails with no response or a basic reply and having to go through 20 different options on the phone. I’m still out of pocket £150 with non perfume and having to hit something else as it was a gift. What’s taking so long to investigate!! Been nearly 3 weeks ffs useless 😡”

Helpful Report

Posted 4 months ago

“My advice would be to shop around for whatever you need. Boots is a very expensive shop. Take this one item for instance; Drops for dry eyes. £3.90 in Boots, £2.80 in Sainsbury's. Both 10ml, both produced by East Midlands Pharma Ltd. Why such difference in price? The phrase rip off springs to mind.”

Helpful Report

Posted 4 months ago

“I've been waiting for important tablets since before the Easter holidays, from Boots, Berwick upon Tweed,if I don't get these tablets soon I'm going to be very ill & end up in the psychiatric hospital, I know it's not their fault as this is a supply problem, but it's an inconvenience.”

Helpful Report

Posted 5 months ago

“We purchased a very expensive Dyson hairdryer for £330, we didn’t think it was worth the price and returned it back to Boots. We used the Boots return portal and tracked the parcel via Royal Mail back to the Boots return center and now Boots are refusing the refund or return our Dyson. We are now £330 out of pocket and minus the Dyson and Boots are not interested. This is theft and a crime.”

Helpful Report

Posted 5 months ago

“I made an online Boots order of pain killers, Piraton, bamboo cotton buds and a bottle of Milton fluid. The parcel arrived swiftly but to my horror, when I opened it, I discovered the Milton fluid had leaked onto my purchases and had saturated the inside of the parcel. Luckily it had not yet soaked all the way through to the other side of the cardboard box or that could have been a very bad situation for the postman's hands, uniform, and other parcels in the van. It's unbelievable that a warehouse would consider it a good idea to send a bottle of Milton (bleach!) loose in a parcel with no plastic or protection wrapped round it. Hazardous products should surely be labelled as such should they not? I immediately took photos and emailed Boots informing them of the condition of my order, saying I looked forward to hearing from them very soon regarding the situation. A standard email came the following day asking me to confirm my details which I did right away. I expected to hear back from customer services personally apologising for the inconvenience and saying lessons would be learned from the situation but nobody got back to me! I was also left wondering whether the other products in the parcel were OK to use or not? The tablets and bamboo cotton buds come in cardboard boxes and I was keen for reassurance on whether I could safely go ahead and use them or not. Later that day I received an automated refund for just the amount of the bottle of Milton fluid (£2.85). In the past, I've had the whole price of my order refunded for less serious leaked liquid situations from other companies. The order only came to £23.49 so I have to say I was a little surprised Boots did not do this for such a dangerous leak. I left a Trustpilot review and received an AI response saying "this falls short of our high standards, and we’re committed to resolving it swiftly" but it's a day later and still no email from Boots. I'm considering taking my custom elsewhere in future as they make it very difficult to email them (which is my preferred method of contact). It used to be easy to email them and a response would come swiftly from a real person. They appear to have gone down the AI route which is very worrying. I've shopped at Boots all my life and would never wish to see it disappear but I really am very disappointed in them right now.”

Helpful Report

Posted 6 months ago

“5 days for a reply and then some robots wants a load of GDPR info. Absolute joke. Asked for official complaints procedure and no response. I guess you will end up like WH Smith!!”

Helpful Report

Posted 6 months ago

“After losing all my money on this platform, Miss Violet assisted me in recovering it! Reach out to +1 (667) 487-5571”

Helpful Report

Posted 6 months ago

“Due to fraudulent activity that halted my withdrawals, Supreme*asset7*@*gmail*.com stepped in and helped me reclaim my funds.”

Helpful Report

Posted 6 months ago

“My online order was promised on 12th February and still hasn't arrived on 18th. Customer services say they cannot help until 20th. The customer care system is quite infuriating and unhelpful. When I asked to speak to a manager I was told no-one was available and that even if there was, they would just tell me the same thing. Then she abruptly said goodbye and hung up. Now that I've lifted my chin off the floor, I've decided that the only way to get my point across is through the review forums. I honestly couldn't believe how bad the reviews are for Boots and would have used Superdrug had I known!”

Helpful Report

Posted 7 months ago

“Online ordering is now totally impossible. up to November 2024 I was able to order every 6 weeks or so without any problem. Now after trying several times on different occasions my order gets up to payment and is then rejected saying I have failed validation checks. Customer services say they can't help and I should just keep trying or order by phone. When I tried to order by phone I was told that the order would agin be rejected as the algorithym on my account would still be present so the order would be rejected. this means I can no longer order on the Boots website or by phone. Customer services were of no help whatsoever and indeed were very rude at times. I checked on line after another failed attempt to order and forund that manyn people were complaining of the same happening and also rated customer service as awful.”

Helpful Report

Posted 8 months ago

“I would not give one star if possible the way a loyal long-standing customer has been treated. My last on line order was late last year and since then My debit card has persistently been unprocessed. This is despite spending much time getting through to my bank to verify that my card has not been blocked. I have sent emails, made telephone calls to customer service and promised return calls that never come and after trying different payment ways without success. Now it says my e-mail address is no longer recognised! Being housebound life is impossible anyway and “caring” Boots has not made it easy. I am appalled that no one seems to want to help.”

Helpful Report

Posted 8 months ago

“The price has suddenly shot up from £5 to £10 and when I was trying to order about 10 days/2 weeks ago boots message kept saying sorry we couldn't take your order, so when I contacted boots they said they will pass it on to their it department as its probably a technical problem on their side as I tried on 2 different phones. They still haven't got back to me and now the price is up by £5. Not happy about that. Who would be.”

Helpful Report

Posted 8 months ago

“Yesterday I had a frustrating experience at Boots that has left me quite disappointed. After purchasing items using the self-scan till, I quickly realized I had chosen the wrong ones due to rebranding that made the colors look similar. I returned to the store within just five minutes, but the assistant refused to process a refund. Despite the presence of several staff members, I felt dismissed and unhelped. I reached out to Boots Support on Twitter (X), but unfortunately, they were also unhelpful. This experience has really tarnished my perception of the brand. I expected better support, especially as a long-term customer. It's disheartening to see such a lack of assistance when I needed it most. Also the app experience was poor, unable to pay for items so I go to the store and many unavailable.”

Helpful Report

Posted 8 months ago

“Terrible and awful staff at Boots blanchardstown shopping center. Especially that blonde girl working at the perfume till, she’s doesn’t have manners on talking to customers at all, all she does is shouts at the customers. Definitely needs more attention and training on customer service. She could be harmful to customers in future my fear is.”

Helpful Report

Posted 8 months ago

“Boots appears to exploit a loophole in its return policy by only disclosing non-returnable items, such as medicines, on the receipt after purchase. This information is not displayed on shelves or at checkout, leaving customers unaware until it's too late. In this case, the product was sealed and unused, yet still deemed non-returnable. Customers should be cautious and verify return policies before purchasing to avoid similar issues.”

Helpful Report

Posted 9 months ago

Boots is rated 2.6 based on 1,898 reviews