Boots Reviews

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

2.6 Rating 1,913 Reviews

39 %

of reviewers recommend Boots

2.6

Based on 1,913 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 30%
Accurate And Undamaged Orders	Greater than 75%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.9 out of 5
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

“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?”

Helpful Report

Posted 5 years ago

“I went to your branch in stroud glos today before leaving home i checked on line for your opening times 9am it said the store did not open till 10am then quite rightly i had to wait no problems there i purchased items to the value of 80 pounds as a polite gentleman was serving me another member of staff said i could not pay cash even thou i had the right money i understand that its your duty to protect your staff and your customers but surley your web page shop window or the pleasant young lady who let me enter the shop could have conveyed it was card only”

Helpful Report

Posted 5 years ago

“Boots Photos: I ordered photo prints online on 25/4 (estimate delivery 29/4-4/5). As per tracking, item delivered on 1/5, but actually not received. Customer service web chat asked me to ignore tracking & wait till 5/5, which added to time waste. I ordered a replacement on 7/5 (estimate delivery 13-18/5), contacted web chat support 5 times to expedite delivery. All i get is lip service and BOT-like answers, but no action/resolution or visibility on dispatch/delivery dates. They don't even answer to my queries & find myself repeating questions for 20-30 minutes. Even escalation procedure answered 3 days later (13/5) but could not expedite nor advise dispatch time. He even advised it has not even printed as earlier advised by webchat. As of 15/5, photos are still in production! I even can't access my account since they modified the web site on 12/5. This customer service only provides frustrating lip service and is a disgrace to the Boots name. Don't use if you can't wait 2 weeks & risk re-ordering.”

Helpful Report

Posted 5 years ago

“I placed an order online this morning but changed my address first as we moved three years ago. I got to the checkout but I’d forgotten my password so I made a reset request which they sent by email. It then asked me if I wanted to be sent back to my order which I did and I then completed the final stages. When I received my confirmation 2 mins later I noticed, to my surprise, that they were going to send it to my old address. I called them straight away asking them to cancel it but to my horror they said they couldn’t do anything about it! The problem is we don’t know who lives at our old address any more and it is 2 hours away from us so I asked them what can I do. How do I know if they will return the package to the postman as they don’t have our address? To which the reply was, well if they send it back to the post office they will send it back to Boots eventually, and then you can make a claim!!! Seeing that they have acknowledged that the instructions on line are misleading how come I’m left out of pocket and wondering whether I will ever get my products? I’m appalled at their lack of help and responsibility in all this plus the fact that I will probably never get my money back! I will never ever use them again!”

Helpful Report

Posted 5 years ago

“Surprisingly really unhelpful. Rang up to ask for an overlap in pill deliveries for my mother, so that instead of her running out every month and having no pills to take for one or two days, there is a delivery in the week before to provide ongoing access to pills. The pharmacist said no. I wasn't given a chance to explain that I am a registered carer for my mother, who has dementia, and that I have lasting power of attorney for health and welfare. It seems strange that I am allowed to pick up prescriptions for my mother, with no proof of identity checked, but I'm not allowed to ask for a delivery date to be moved by a couple of days. I've now had to write to her GP to intervene on my behalf... surely not a good use any GP's time.”

Helpful Report

Posted 5 years ago

“If you are an oversees customer you will not get your vat back if you shop at Boots, I Tried to get vat back on 2 occasions but boots receipt is the only one not refunded at the point of exiting the country despite other receipts from various traders being refunded. I got in touch with boots and their refunding agent to reclaim the VAT but 6 months later and after a lot of emails flying around between me, Boots, Planet Payment and Travelex I gave up because it appears to me that Boots who I hold responsible for returning my VAT do not give a damn.”

Helpful Report

Posted 5 years ago

“Dreadful customer service Don’t reply to e mails Don’t answer phones Poor poor poor Ordered online 16 days on and still nothing will shop elsewhere now”

Helpful Report

Posted 5 years ago

“Tried for 3 days to place an order online but was patient as I know the website must be busy at this very difficult time. However, managed to get on it early evening yesterday, ordered what I wanted (about 10 items) and proceeded to the check out, entered my credit card details which it accepted, then a screen came up with the message 'There was a missing parameter paRes'. I have looked on line and there are quite a few postings saying this has happened to others on the Boots site. Why haven't Boots, a stalwart of the UK high street, not fixed this problem?? I have been worried all night and all day about my credit card details. I did manage to speak to someone at Boots today but they could find no trace of my order and could offer no explanation. What is going on?? I honestly didn't think I'd have any problems with a company who have a very long UK history.”

Helpful Report

Posted 5 years ago

“Order baby items on website for my little ones eczema. Clicked onto my address in my address book and ordered through paypal Didnt get confirmation page just went through. Got email saying it's getting sent to different adress what I di6dnt click on. Phoned customer services right away and they didn't want to help one bit even though it was pending they said they couldn't change address or cancel it. Which I know is total rubbish because I have worked for customer service which other companies and u can change it very easily within the first hour. Will not be buying from them again even though I have been a loyal customer for many years. They are a complete joke.”

Helpful Report

Posted 5 years ago

“what a nasty and rude group in notting hill branch Boots , they are all awful, unhelpful and cruel about high risk patients”

Helpful Report

Posted 5 years ago

“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.”

Helpful Report

Posted 5 years ago

“Boots pharmacy delivery is pathetic. They don't deliver within a reasonable time, when you try and contact them the phone is always engaged and they don't reply to urgent prescription requirements. If they cant carry out the service they shouldn't advertise it. For the future I will never deal with Boots again whether it is the pharmacy area or any other area and I am going to ensure I try and influence all I come into to contact not to use Boots when this Coronavirus is over. Your service really is totally and absolutely unacceptable. Copy of the complaint to the Ombudsman will be sent to you for your information so you can formulate a pathetic excuse.”

Helpful Report

Posted 5 years ago

“Tried to put my prescription in at Boots Morley just before 1pm. I had used my one visit out for this and when I explained I received “well yeah” and had the door slammed in my face. Troubled times but no need for such rudeness. You just lost yourself a valued customer. Shame on one staff member’s attitude letting the store down.”

Helpful Report

Posted 5 years ago

“I got a text from Boots to collect my prescription. Waiting in the queue, and two people behind me keeping their distance, and plenty of assistants behind the counter, I waited and waited and they looked at me and then continued to their work I felt invisible. This is a very worrying time and I only wanted to pick up my prescription and get out of the shop. Eventually, I got served when the person at the back of me sneezed.”

Helpful Report

Posted 5 years ago

“The waiting times at Corfe Mullen Boots adjoining Hadleigh Practice is not a new thing This has been going on for many months prior to the Virus Many people have to come quite a way to collect their prescription They used to text you when your repeat prescription was ready for collection but they seem to have stopped this service so you have to remember when to collect and sometimes they say they have not received it from the Doctors even tho it comes to them via the computer They seem to have a monopoly of the chemist's in most area's and it's about time it changed I like many of my family and friends have been dissatisfied with the service for sometime The only thing that I will say now is that I applaud them for the service they are trying to give with this terrible Virus we are all having to endure”

Helpful Report

Posted 5 years ago

“Just been told by one of the staff in pharmacy at Eldon square NEWCASTLE that they are going to charge the old and extremely vulnerable to have their vitality needed medication delivered to there home addresses. How low can you get boots”

Helpful Report

Posted 5 years ago

“I've shopped loyally at BOOTS for years but was shocked with them of late. Last week, amid government guidelines on social distancing and shopping just for essentials, I popped to BOOTS in town and the lady at the door got the one thing I was after and served me at the door. She handed me the product on a little tray and took my card on the same tray before returning it to me along with my item on the tray, which they had used prior to take cash for a customer also. I realised that not only was it quite unhygienic but that the store assistant was far from 2 metres away from each customer. The real whopper however came the following week at Boots out of town (on Mother's Day nonetheless) when I joined the one-in-one-out queue in which only 4 people were being allowed in-store at a time. When my turn came the store assistant said 'only one of you is allowed in' as only one customer came out. I was waiting in line alone but with my very young son. I asked if she expected me to leave him outside alone, she replied I had to wait for 2 people to leave the store to be both let in. Fair enough. But to my horror she then let the single lady behind me in the queue in before me saying she had to let her in as she was single! I proceeded to tell her she was discriminating against me as apparent and ought to wait for 2 people to leave and let us in as we were in line, but she ignored me and commenced chatting to her colleague as the doors closed. The next lady behind me in the queue moved forward and commented on how out of order the store assistant had been and told me they should have allowed me and my son in first before the other lady as at that rate we would be waiting outside all day for a chance to enter as every 'single' person who went in before us slowed down the wait for 2 to get in. There was no apology when I was finally let in and another member of staff argued saying this was 'new to us' and 'we're doing the best we can'! However, any mother would know that allowances should be made for parents by law and that what occurred in the queue that day was blatant discrimination against me as a parent. BOOTS did not respond to the online complaint. I also note that the store assistant at this branch is hand-sanitising every customer entering the store with a bottle of Carex gel and is getting very close to people to do this, also not maintaining the 2 metre distancing measure at all! The website meanwhile is currently a joke - you get held in a virtual queue with over 200,000 people and wait more than 24 hours for your place in the queue. The downside is they only give you a 10 minute window when your place is available which I missed the first day having tea, the second day whilst asleep at night and the third again! Add this to the time I was given incorrect change and when I queried it was told by a manager my 'maths' was 'wrong', and when she saw she had made a mistake handed me the correct change with no apology, or the time I purchased a contraceptive and the lady serving me showed the item to her female colleague and both burst into fits of giggles, so much so they struggled to actually serve me! BOOTS must be inundated with complaints at the moment - I received 4 messages from BOOTS store by email this week stating how many compliments their staff are getting and how great BOOTS is - way more marketing emails than they usually send - presumably soothing their own ego! I will be boycotting BOOTS after years of shopping there and switching to Superdrug whose staff have been friendly and fab in recent months. staff are always friendly and you get served fairly quickly and actually I was surprised that they have as good a range if not more than BOOTS of some items and they have a points reward system also. Well done Superdrug ;)”

Helpful Report

Posted 5 years ago

“I understand during these times with the Coronavirus we should only be buying essentials, but being asked on the door what we want to purchase and then be given dirty looks is completely out of order! Not only are you turning away customers, but you are also making us feel like bad people, not happy with the service given today. The staff did not know how to really treat customers. This occurred at the Boots Pharmacy in Berwick-Upon-Tweed on Friday 27th March. Think they should rethink who they are employing.”

Helpful Report

Posted 5 years ago

“I was in a virtual queue for over six hours waiting to be allowed onto the Boots website so I could buy non-prescription cream for a skin condition. I was working on my laptop whilst I waited and checking back regularly to see where I was in the queue. I got stuck into some work, checked the queue after around 20 minutes, and found that my number was no longer valid. It seems you only have 10 minutes to start shopping once you get to the front, so I was sent to the back of the queue again with 200,000 people in front of me. It's absolutely deplorable service. I could get a prescription for the cream and presumably wouldn't have had to wait 6 hours for nothing, but I won't waste NHS time or money on a prescription for something you can buy over the counter. When, of course, you're allowed into the shop. I understand the strain pharmacies must be under with coronavirus, but a queue of 200,000 people is ridiculous. If you're under that much pressure that you're keeping that many people waiting, you clearly need to stop offering a service you can't deliver. AND MAKE THE QUEUE NUMBER TIME LIMIT CLEAR ON THE WAITING PAGE. It is written NOWHERE on the page I was stuck on for over six hours, and if it had been I wouldn't have wasted my time. It would take NO effort for Boots to make this rule clear. I'm going to have to buy my cream from Amazon or Ebay or somewhere, and you can bet I'll never be using Boots for anything again.”

Helpful Report

Posted 5 years ago

“On High road, Ilford Staff are extremely unprofessional and seems to have no knowledge about things in the store. Absolutely horrible customer service. I have given my feedback to the store manager and nothing has changed. It was my 6th visit today in hope of a better service, felt like it has become worse. Not going there in the future.”

Helpful Report

Posted 5 years ago

Boots is rated 2.6 based on 1,913 reviews