Boots Reviews

Name: Boots
Address: Boots Customer CarePO Box 5300, Nottingham
Rating: 2.61

2.6 Rating 1,888 Reviews

39 %

of reviewers recommend Boots

2.6

Based on 1,888 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 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

“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 4 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 4 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 4 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 4 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 4 years ago

“Service without a smile in Boots Ripon store today. I bought some items in this store and went to the till by the street exit to pay. I was met with a sour face and an instruction to put my things down on the counter. No conversation whatsoever.. No chance to use my boots card.. Just a point at the card machine to tell me the cost of my purchase. A miserable experience in a very difficult world. Maybe some customer service training wouldn't go amiss here!!”

Helpful Report

Posted 4 years ago

“Went to your store in Worle in W-S-M, put my shopping bag into basket at the front door, as easier to manage, thought I would have a lovely shopping experience, but No. I noticed the security guard was following me everywhere, I made it clear, I am Not A Thief, still he follows, went to the pharmacy to get Syndol tablets, told the assistant about my experience, I was near to tears, ( I can assure you, I have a full time job & money in the bank) she apologised & advised she will let the manager know, she was lovely. It has totally put me off going back to that store, I have never been treated or made to feel like a thief in all the time I have been a Boots customer, this experience has hurt me, and I can assure you that it was not in any way a misunderstanding on my part, it was very clear what he was thinking, suggest he goes back to security school!”

Helpful Report

Posted 4 years ago

“Usually excellent service from the staff. Today 5sept the pharmacist was extremely unhelpful and rude, I am absolutely shocked. Appalled....Worcester park”

Helpful Report

Posted 5 years ago

“I bought swimming ear plugs. Got all the way home and half the product was missing from the box!!!!”

Helpful Report

Posted 5 years ago

“Absolutely poor on line service. It's just doesn't work. It's goes around in circles. Disappointing. Don't bother, save your time. It's charging you £1.50 to collect your order in store. Absolutely disgusting. What's for????? Buy from some one else.”

Helpful Report

Posted 5 years ago

“Damaged goods. Poor packing skills.”

Helpful Report

Posted 5 years ago

“I will never will order anything from them again. 7 out of the 8 palettes were smashed to pieces. They put any protection in to shop them getting broken. Won’t respond to me!!”

Helpful Report

Posted 5 years ago

“After being advised by gp surgery to see a pharmacist with acute ear pain. We went to Boots at Greenbridge,Swindon. The pharmacist gave very short abrupt answers and told us to go to walk in centre at lical hospital. She was not rude but gave us the impression that she didn’t really care about our predicament. We only went there on advice from Kingswood Surgery Swindon. So someone’s at fault.”

Helpful Report

Posted 5 years ago

“Still waiting for large on line delivery order after nearly 3 weeks 30 minute wait on phone for customer services and e mail to complain had a duplicate form message so probably not received”

Helpful Report

Posted 5 years ago

“So so bad. If you buy an electric item at Boots such as Braun SIkl Epil 9 Flex like I did today- it cost more than 250£- you come home and you relaise that the item has a plug that is only suited for EU. Therefore you cannot use it ANYWHERE in the UK. So, you are upset. You call the compalints department and they tell you-oh it is normal it comes from a EU rule (??) that their product cannot be made with a UK plug. ?? So why would oyu sell it in the UK? And without 1) that this fact is clearly stated near the shlef where the product is 2) that ALL you staff knows about it and can underline that to the custome to avoid any frustration 3) you do teh same for your online store (this painful fact is not communicated either there). The complain deprtmnent say that "everybody knows this". I am afraid it is not true. I am afraid it may not be even legal to send a product whihc is not made for the UK electrical specifics. I am afraid that it is not legal to sell a prodcut that needs another product to work (an electrical adaptor EU-UK that you mainly find in airports ( and, possibly... Boots). Of course Boots cannot get the faulty item back pickign it up from your home and have you reimbursed because they are still n teh middle ages so you have top return to a shop wohtout having lsot your ticket and wait and explain and so on to be reimbursed. As if one only has time for this, after having spent 269£ on an item. This is the sign of a terribly bad managed old company who has no policy to use communication and training to sell their (faulty) products. It is unbelievable.”

Helpful Report

Posted 5 years ago

“most difficult website to use - reload/refresh takes forever.”

Helpful Report

Posted 5 years ago

“The on line service is always the worse site To purchase from. When I go to pay there is no action it seems to only give a very short period to choose and pay because when I repeat my order a couple of hours later which only takes a couple of minutes it will accept payment This has now occurred at least six times and I absolutely dread using the site. It’s such a shame as I adore No7 products but the site lets the company down big time. I do hope you can improve it to the standard of other sites. Anne Ager”

Helpful Report

Posted 5 years ago

“Absolutely awful. I ordered a lipstick from their website. When it arrived, it was a completely empty tube worn right down to the end (looked like it had been used as a tester or something). I emailed them with a photo expecting they'd apologise and send out a replacement since I should never have received an item in that condition. The first reply I got was a computer generated response with some generic guidance completely useless for my situation. I emailed again saying that I couldn't visit a store during the Covid situation and would like a replacement sending out. They replied to say that, as the pandemic guidance was changing, I would need to visit a store to return the faulty item they never should have sent me, like they know the health situations of those in my household, and as if returning this clearly useless item was worth risking my health. The onus for correcting their error was put entirely on me. This was a Fenty product so not cheap at all. I'd ordered it as a treat for myself and it's been nothing but stress and terrible service. I've never experienced this with other online retailers I've used and certainly would not use Boots again.”

Helpful Report

Posted 5 years ago

“Worst website ever. Slow doesn't even describe it! Takes so long to even view a product, you decide you don't need it in that time. Dreadful.”

Helpful Report

Posted 5 years ago

“I've done all my shopping online since 23 March and Boots' website is by far the worst I've used. It's slow and clunky - difficult to find products and appears to take forever to register purchases in the basket. In fact, they're added almost immediately but you have to trust it's happened because the "system thinking about it" revolving circle goes on and on and on . . . In my view the company is taking advantage if its near-monopoly position.”

Helpful Report

Posted 5 years ago

Boots is rated 2.6 based on 1,888 reviews