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

“Tried to change delivery address from previous address phoned up within minutes of realising could not do anything about it very rude customer service basically go to the previous address and collect it. .”

Helpful Report

Posted 5 years ago

“On-line ordering. Internal validation checks results in Boots cancelling your order. You payment funds are held pending on your bank account for days until they are cleared, your points are removed for a few day if you use your Advantage card points. Boots do not honour bonus points events or special offers when a validation check throws out your order. I have been a customer of Boots for over 40 years and never had a problem until now. It is almost impossible to order items online. I can, however, order the same items if I create a new email account and checkout as a guest but I have to wait for my funds an points to be made available days later.”

Helpful Report

Posted 5 years ago

“My issue is that Boots have closed the Disabled Customer toilet in one of the Nottingham Opticians. I arrived with an 88 year old relative who requires an eye test and new prescription. My relative is registered disabled and uses a wheelchair. There are also continence issues with which we have to deal. We asked about access to the toilet that had been closed and were told that my relative could have access. An hour and a half later the store manager denied us access to the toilet quoting company policy. Having complained the problem lies with Head Office not with individual stores. It is indeed company policy to close toilets. This seems to contravene basic human rights for anyone who is disabled. My relative is a known Boots customer. Their records will show age etc. yet we were not informed in advance that the toilet would be closed. Unfortunately Boots don't seem prepared to do anything about it.”

Helpful Report

Posted 5 years ago

“Amended delivery address but when submitted order it put in an old address from 4 years ago. Can’t amend the delivery address can’t cancel the order! It’s boots fault but apparently they can’t sort it out. Ridiculous!! Update ur technology. I won’t be ordering from boots again. Do Boots even care. I think not.”

Helpful Report

Posted 5 years ago

“Ordered on line it said it would be 4th dec collection , now it says 11 th dec which is far to late Absolutley useless ,whats the point of ordering online”

Helpful Report

Posted 5 years ago

“I recently bought a box of 50 disposable face masks from Boots in the Ocean Terminal only to find out a week later that the same box is selling on Amazon for £7.50. Talk about taking advantage of a poor situation. Shame on Boots.”

Helpful Report

Posted 5 years ago

“Took pay pal payment,when parcel left warehouse, told delivery by 30/10/20,not been out all day,no no attempted delivery note left.Went on on line account suprised to see collected.Click the check status of your delivery ,no carrier mentioned though link does not work. tried same with confirmation emai/reciept ,does not work.Dont know where parcel is,who is delivering it,or collected it.mmm wonder if I can speak to a person by phone,and not get cut off before I actually speak to somone.Not up to your normal standards Boots ,whats happened.”

Helpful Report

Posted 5 years ago

“Don't buy the Estee Lauder gift set they don't have it in stock. It is a ploy to get you to buy things. They say they can't deliver it but on the website still on offer. Date 30.10.2020.”

Boots 1 star review on 30th October 2020

Helpful Report

Posted 5 years ago

“For past two days I've been trying to purchase items my offers run out tonight & I can't even get to checkout fuming 😤”

Helpful Report

Posted 5 years ago

“SCAMMERS. I bought a multivitamin 2 hours ago, being tablets (i can't take them), i went to change it and they didn't make me change it. I spent money in vain.”

Helpful Report

Posted 5 years ago

“Placed an online order with Boots for a car seat for my granddaughter. Order confirmed. One week later, just a few days before it was due to be delivered to our house, an email arrives saying "your order has been cancelled" but NO kind of explanation. I called; there are plenty in stock and there is no issue with payment. Nobody can tell me why my order is inexplicably cancelled!! Ridiculous! Very annoyed.”

Helpful Report

Posted 5 years ago

“So so disappointed with boots. I made a big order with them for Christmas shopping. This included 3 candles. They arrived the first time. One smashed, called for replacement- before it even arrived I got an email from Royal Mail to say it's been sent back because it's broken. So I received my third replacement and not to suprise it was also smashed! they only wrap them in a thin sheet of paper! I DO NOT RECOMMEND BUYING ANYTHING FRAGILE FROM HERE! I then foolishly ordered again some separate items that was still on the Christmas shopping list. Arrived today and of couse the compact makeup shatter all over. They definitely will not be any more custom from me! I used to quite like this shop- since handing loss in mobility I am not able to go around shopping and online is my way forward so I am so disappointed that's such a big company has such small packing standards.”

Helpful Report

Posted 5 years ago

“Never deal with them, don't even buy from them. second year in a row they have screwed up my ability to get a flu jab. First time, they cancelled, no explanation. This time, after booking two months ago, they cancel at the last minute, NO EXPLANATION. Great, I'd turned down the offer from work to do it, and for another GOOD chemist to do it, relying on pathetic Boots to do it. I will never use them ever again, have requested GDPR data removal from them.”

Helpful Report

Posted 5 years ago

“Online order, they lost an instore delivery and didn’t even bother communicating with me, I had to beg to get a refund”

Helpful Report

Posted 5 years ago

“Plastic parcel packaging is not eco friendly.”

Helpful Report

Posted 5 years ago

“Contacted customer service to find out percentage in there own label retinol serums 30 ml @ £6.00 was told by boots ingredients are secret,so how do you know what your putting on your skin, will not use boots again”

Helpful Report

Posted 5 years ago

“If I could give them a negative rating I would. After the week I have had dealing with the store (they were actually great and really helpful!), their social media presence (ABYSMAL) and their contact centre (again ABYSMAL) I will never be purchasing anything from Boots ever again. I ordered an item for click and collect on 18th Sept, for delivery into store on 21st Sept, plenty of time for the birthday on 23rd Sept it was needed for. They then lost the item and wanted me to wait until 2pm on 23rd Sept before they would even investigate it, despite me telling them that the item would be useless to me by then, I then asked to cancel the order and was told I couldn’t do that either, despite this whole issue being their mistake. 2pm on Wednesday 23rd is when the real lack of customer service kicked in. Having not heard from the social media team that whole afternoon I decided to call and speak to a human in the vain hope of tracking down the item and getting some sort of resolution. I spoke to a lady called Lucy who tried to call the store to see if it was there, but couldn’t get through, so I had two options - I could take a replacement or a refund. However, the replacement will take 3-5 days to get to the store as the delivery method cannot be updated - even though they lost the first one they can’t do anything to make the situation better! Then Lucy notices that I have paid by PayPal and says ‘oh I notice you have paid by PayPal, just to make you aware that refund will take up to 30 days to clear, it’s in their Terms and Conditions, it’s not us’ Not wanting to risk another going to the store and the same thing happening, resulting in me having to waste more time dealing with their god awful ‘customer services’ I agreed to a refund. Lucy did then say she would add some Advantage Points to the account for the trouble, a point that Boots are now denying ever happened When I queried why points had actually been deducted and none added, so now they are basically calling me a liar on top of everything else! They could have EASILY sorted this issue out in minutes but instead they are wasting both their time and mine by being difficult, lying and trying to pass the buck regarding the refund time (it’s 14 days if you care to look at a PayPal’s site) and then Lucy lying about adding points to the account, to be honest I am not bothered about the points as it’s doubtful I will ever use them now, but it’s the principal of it now - don’t offer something and not follow through on it - oh hang on, there’s a theme emerging here! Also don’t deny it was offered, listen to the call - you will hear the words being said! It’s also clear that they don’t read what has sent to them properly as multiple times my name was incorrect on responses and I was asked to repeat information I had already given many times. If you are willing to put up with horrendous customer service, to be called a liar and messed around for about 5 days please place an order with Boots online. If you want to keep your blood pressure at a reasonable level I suggest you avoid them like the plague!”

Helpful Report

Posted 5 years ago

“the worst opticians in the uk i will not recommend in fact spec savers are a 5 star opticians and they give you 2 years warranty boots only one but they don't tell you why a second pair free no just plain glasses if you buy a pair of verifocal glasses the second are not the same”

Helpful Report

Posted 5 years ago

“I just went into Boots Haverhill, to pick up my husbands prescription for him. Whilst there I picked up £40+ worth of goods in my basket. The shop was empty but for 2 or so other customers. When I tried to pay I wLked up to the perfume punter till desk, said Hello cheerfully but stood there for 1-2 minutes whilst the staff lady (middle aged ) moved towards the till slowly on seeing my approach. Meanwhile another customer walked up to the desk as I was standing there. The staff waited for her to arrive and said whose next.? It was obvious I was first at the desk but she said that the qeue was on the right. (Only two of us in the shop😳🥴) I said I was there first and that there’s no queue. She insisted that the queue to be served was on the right and that as the other customer was there she should be served first. How pedantic and Marxist can one get. I’m sorry but this woman has an attitude problem. I hope she will be reprimanded and reminded that customers are to be valued - I work in retail and know a bad salesperson when I see one and I did today at 1.50 pm in Haverhill Boots.”

Helpful Report

Posted 5 years ago

“Asked the lady behind the counter for sinus tablets, she told gave me Sudafed, i asked to look at boots alternative, which she said was exactly the same. One has paracetamol the other ibuprofen . When i said one was an anti inflammatory , she said so. I then asked to speak to a pharmacist, she said they had the same effect. Looking up online, they don’t. Both ladies looked at each other, making faces, as if i was a total idiot for asking. This was in tooting, London. Wont be going there again. Normally boots staff are very helpful.”

Helpful Report

Posted 5 years ago

Boots is rated 2.6 based on 1,913 reviews