Boots Reviews

Name: Boots
Address: Boots Customer CarePO Box 5300, Nottingham
Rating: 2.59

2.6 Rating 1,925 Reviews

38 %

of reviewers recommend Boots

2.6

Based on 1,925 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 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

“Customer Service is appalling, bordering on non existent and it's frankly shameful for such a large company! Shop elsewhere, it's simply not worth the risk if a problem arises. My husband gave me a Boots giftcard for my Birthday knowing I needed glasses. Online it says giftcards cannot be used in Boots Opticians - so on the day of my birthday he promptly tried to return it, 5 days after buying it and well within the 35 day return window stated on the back of the receipt. Rochelle, the manager (no less!) in Coalville was rude, argumentative & downright nosy; "Why did you buy a giftcard for Boots & put this much money on it, why not give her the cash to use elsewhere" And "Boots Opticians is entirely separate to Boots. Go over the road and sort it out with them" I'm the end she ordered him to ring CS, which he did.. An hour wasted on the phone there.. Explained the issues FOUR TIMES, she seemingly didn't understand the nature of the call - why can't we have a refund. We were promised a phone call back. That never materialized. Thinking we'll be stuck with this card we called round different opticians & got different answers, from no we don't accept them, to the opposite! Called CS back a few days later to request a refund & have done with it, & get told "I don't understand the problem, we accept refunds within 35 days, you can just take it back" Great, that's the end of it. Or so we thought.. Another phonecall comes in the afternoon from someone else, a rather smug, robot-like woman parroting from her Boots CS handbook presumably.. She tells us that on the back of the giftcard it states refunds aren't given, yet again we point out that it isn't anywhere on there - She, and the rest of Boots staff, seriously need to look at one, because it DOESN'T SAY THAT ANYWHERE ON THIS CARD. Then got told that we should have looked up the T&CS online anyway... Really?? Who stands at a till and thinks to themselves 'I must go online to look up the full T&Cs first'?? But rather than refund you & admit all staff should be politely warning customers of the no refund policy on giftcards BEFORE taking their money, they'd rather blame you, the customer, for not going online and reading their confusing T&CS (that differ depending on which page you look at!) When I explained that in their T&CS it states giftcards can't be used in the opticians she tells us "that although that's written in the T&Cs, they do accept the cards. The assistant just needs to ring up CS to get the balance adjusted - it's something that customers want so we accommodate it" .. But they don't bend their T&CS to accommodate a refund when a customer wants it! Fair? No. Confusing? Yes. Illegal? Probably. As I said, depending on which page you look at online you'll get different answers from; No refunds given on giftcards whether purchased online or instore, to; refunds can be given if you provide a written cancellation request, and return the plastic card.. Like I said. Confusing.. But this is what we're supposed to refer to.. Brilliant. We've had no apology, nothing, just a "we'll pass on feedback re T&CS, and ensure staff don't tell others refunds are allowed" And: "We'll put your case number in the pot for a call from a manager" 'A pot...' Such a caring team all round.. What a joyous birthday treat this has been, I'll certainly look forward to using it in-store... NOT. Thanks Boots. This is the last time I'll shop with you. Well done.”

Helpful Report

Posted 3 years ago

“Worse customer service I sent screenshots that prove that I did pay £4.95 for next day delivery & I only had £1.20 refunded. I paid for next day delivery & didn’t receive that service The link for “forgot password” is still not sent me a email to reset my password The points from this order didn’t go on my points card, I did put my card number in when ordering”

Helpful Report

Posted 3 years ago

“Ordered on line for delivery to my local boots store, order didn’t arrive when I used the virtual assistant was told they were unable to fulfill my order, no one informed me of this could not get hold of customer service dept, will not order again”

Helpful Report

Posted 3 years ago

“Product was as expected. The package wastage was disgraceful.”

Helpful Report

Posted 3 years ago

“Bought two items from Boots in recent times and both a waste of money. One is the toenail fungal treatment which i used for longer than advised to be certain it would work, but it didn't work as i suspected it wouldn't. And the second is a mens beard trimmer which i paid a fair amount for but which struggles to cut hair meaning i have to frustratingly go over and over the same parts just to attempt to get a smooth shave and not look like a complete idiot. This is what happens with Big Pharma get comfortable and it's why we can't allow them to take over the world. They're all about profits and nothing about quality hence why they sell products which don't do what they say they do. Pharma companies = exploitation and poor quality service.”

Helpful Report

Posted 3 years ago

“After half an hour of unsuccessfully trying to buy online I assumed I was doing something wrong so tried to find help - again without success. After googling Customer Service at Boots |I found a telephone number.I was trying to buy a present for a friend and had already spent time deciding on what to buy. So I thought I would place an order over the telephone. After we had spent another half an hour of her system not responding, I was on the verge of giving up. Only that I had already invested so much time did I continue with her efforts. The order has arrived on time but was very difficult to open, mainly because the label obscured and gap that a knife might slit. Just now I received this email which suggests my system is wrong and to correct it. My quicker solution as it works for everywhere else, is to buy from elsewhere and tell friends to do so and not buy from Boots ---- Thanks for contacting us at Boots.com with regards to the problems you're having placing your order. I'm sorry to hear you keep receiving error messages on our website. I can understand this must be frustrating and I appreciate you letting me know. In the meantime, we would advise for you to clear your cookies and Internet browsing history and re-start your computer to allow the changes to take effect. This should resolve the issue for you. If this does not resolve the issue then we would also advise for you to try an alternative Internet browser. We are aware that Google Chrome may cause this issue more so than other browsers. I would like to reassure you we take all customer feedback seriously and I have logged all of your comments. We will continue to monitor this issue for similar feedback. Your reference number is ****4781. If you have any further queries you can get in touch via our contact us page where you can also ask our Boots Virtual Assistant for help. Needless to say this robot generated letter will not be responded to.”

Helpful Report

Posted 3 years ago

“I have been saving my reward. Points to buy Christmas presents. I have over £60. But received an email telling me to use or lose them soon?”

Helpful Report

Posted 3 years ago

“You seriously need to sort your website out. You've lost my business. I've tried for half an hour to place an order. Absolutely ridiculous. Forget it.”

Helpful Report

Posted 3 years ago

“I purchased a product and used a discount code which was accepted at the time of purchase. Later Boots cancelled my order claiming that the product was out of stock.. Not long after my order had been cancelled miraculously they were back in stock and discount codes were no longer valid. It seems clear to me that this was just a move on their part not to honour the discount code. this is not honourable practice, why advertise a discount code and then withdraw it?”

Helpful Report

Posted 3 years ago

“Spent hours trying to shop online! Changed passwords and cards and it still will not accept payment, I do have the funds so to do. Eventually did the purchases via another site with no problems at all. Your loss Boots”

Helpful Report

Posted 3 years ago

“Your app is awful. Painful to use and the payment section is a joke”

Helpful Report

Posted 3 years ago

“I went into my local boots store in Eltham to ask for some help with a product I approached a staff member who was unpacking items I politely apologised for disturbing her but asked if she had my product in stock she never even looked at me went to a drawer and handed me the product never exchanging a word and went back to unpacking her box she should be thankful she has a job these days it takes nothing to be polite to customers”

Helpful Report

Posted 3 years ago

“Is it possible to give a negative score, because that's what I would give. Just trying to track an online order for LFT's, which I think is quite important (yes that's sarcastic). The virtual assistant doesn't appear on Firefox browser. When I got it on Chrome it couldn't help with the order number. The testing kits were supposed to be delivered to store today (or earlier). No text or email to let us know if they've arrived. So I'll have to go into the store tomorrow to find out, as nobody there seems to have a clue. If they're not there, I will be claiming travel costs in the small claims court. We need some LFT's. WTF is Boots doing ? Useless. If the LFT's are not available for a few days, at least tell the truth. Don't say they will appear next day, when they won't. Ridiculous. Good job Alan Sugar isn't opposite whoever the useless managers are, because you'd all be fired.”

Helpful Report

Posted 3 years ago

“Boots chemist LONDESBOROUGH street hull pharmacist accuses myself as racist for what asking to speak to someone who is English reason been I wanted to know if prescription was ready he stated nothing with surname was on computer but a female staff found info if asking a simple thing is racist and you get abuse from a pharmacist when collecting prescription up his excuse was because I asked if I could speak to someone who is English (NO LAW STATING THIS IS RACIST NO LAW SAYING YOU CAN NOT ASK FOR ENGLISH PERSON) this specimen of the NHS is disgusting and as the wrong attitude to deal with public”

Helpful Report

Posted 3 years ago

“To say I'm disappointed is an understatement. Myself and my partner are expecting our first baby and we had our hearts set on the joie signature finiti pushchair. After researching for weeks we were ready to purchase from our local baby store but my sister informed me that boots had a sale on and the pushchair was €130 cheaper on their website. Obviously we jumped at this opportunity and we paid for the pushchair in full. My partner received an email stating that our order had been processed and it was on its way to the warehouse. Two days later, on a Saturday morning he received another email stating that our order had been cancelled. I was disgusted and confused as the full payment had been withdrawn from him account so why was our order cancelled 🤔!!! I contacted them and eventually I got a reply saying there had been a technical issue at the time of purchase and that was why our order had been cancelled and that we would receive our money in 8 working days. Naturally I found it a bit unbelievable that we received an email to say the pushchair had been sent to the warehouse and now all of a sudden there was "technical issue". The funniest thing about all of this is they actually wrote " feel free to reorder from us". What a joke!!! The service was appalling and they took what should be an exciting experience and ruined it for us. See how quick they were to take our money but not provide us with what we bought. I wrote a response to their email and still haven't heard back from them. What sort of customer service is that? what I wanted was them to replace my order at the price I was getting in the first place,not place it again for €100 more. This screams scam to me!! Anyways, for anyone thinking about placing an order with boots be very careful and prepare yourself for disappointment and terrible aftercare.”

Helpful Report

Posted 3 years ago

“Worst online experience ever The app and website are so disconnected. Website knows I have an advantage card but app does not. What is the point of having the app?? The website is also extremely slow and buggy. Just cannot believe a company with such bad online representation these days.”

Helpful Report

Posted 3 years ago

“I regularly buy from Boots online but I am dismayed at the recent customer service. Three of the items I wanted to purchase were out of stock but the fourth one was available. I proceeded to order this only to be informed at checkout that Boots had cancelled my order. I tried several times to re-order but this happened each time. I'm totally frustrated and feel badly let down. A further complaint, why oh why do Boots change their much loved products for inferior versions. The No 7 Airbrush Away Pressed Powder Medium is now a harsh Orange. It's dreadful and these inferior changes happen far to often at Boots.”

Helpful Report

Posted 3 years ago

“The horror of Boots.com. My mother, 77 years old, accidentally pressed delivery instead of collection - so was charged £3.75 for delivery. She saw order email details, realised mistake, called Boots immediately (within 5 minutes) was TOLD best thing to do was to NOT accept delivery and then she would be refunded in full. LIARS! Boots are REFUSING to refund the £3.75 delivery charge!!!! HORRID disgraceful company. The delivery cost to them would have been less than £3.75....so they lied to my mother & profited a couple of quid. SHAME ON YOU! YOU ARE DISGUSTING! This is illegal - in the UK have 7 day right to cancel a contract & receive a full refund. CRIMINAL BEHAVIOUR. Named and shamed. Order Number 472799692. SHAME ON BOOTS.COM”

Helpful Report

Posted 3 years ago

“I was in Boots Westfield Stratford today. I was looking at some product and trying to choose some stuff. When a member of staff came up and shouted at me said I was chucking stuff. Which was not the case. I told him to leave me alone and he went and get the security for no reason. I asked him if the security was for me. He said no. But had his security friend stood there to intimidate me. Not sure if he is under paid, unhappy or hates his job. I left and did not purchased anything. Please train your staff on how to speak and treat customers.”

Helpful Report

Posted 3 years ago

“Boots on chadderton precinct Second time my prescription as not been ready 1st time they was not expecting my item in for two weeks so I had to order alternative which took a couple of days to arrive. 2nd time I was told the doctor has not sent it over , I rang the doctor while I was there and was informed of time and date it was sent , they then found it but it was the wrong medication, i was then told it will be in the next day , rang up the next day and its still not there , so have to wait till Tomorrow, I won't hold my breath though This pharmacy used to be very efficient, not sure what has happened the 6 months but it has gone downhill , I will be changing my registered chemist after this”

Helpful Report

Posted 3 years ago

Boots is rated 2.6 based on 1,925 reviews