Boots Reviews

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

2.6 Rating 1,963 Reviews

38 %

of reviewers recommend Boots

2.6

Based on 1,963 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Customer Service
Communication Channels	Live Chat, Email

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

“Boots, college surgery, Cullompton, this pharmacy has been going down hill for some months, the queues are out the door, with one poor member of staff fighting gallantly against the tide, three other woman today just discussing their holidays oblivious to the customers waiting., when finally served I did complain politiely about the length of time it took and was told in very clear terms "well you can use another pharmacy", I have taken her up on her suggestion. I am another customer lost.”

Helpful Report

Posted 3 years ago

“I was refused a refund on an item. Although the Till didn't give me a receipt I did use my boots advantage card, so.my purchase could have been checked on the Retailex system”

Helpful Report

Posted 3 years ago

“I had an urgent vaccine appointment booked at 426-427 Strand, London Boots only to find out that the pharmacist didn’t show up at work and nobody had the courtesy to cancel the appointment or make a phone call to let me know. There was no manager on site as well, the whole pharmacy was in the hands of a young substitute not employed by Boots who was not allowed to do anything. The customer service was even more shocking. A lady called Christine answered my call, she was incapable to perform even a basic task, unbelievably rude, unprofessional and totally out of line.”

Helpful Report

Posted 3 years ago

“Myself and my sister both saved up our boots points to treat ourselves and when we went into the store to spend it my sister was told her card was invalid yet she managed to collect over £20 pounds in points and I got told I can only spend £5 of my £13 in points. Due to the deceit and False advertisement we are no longer using the boots store. I’m outraged that they can even do this to their loyal customers. We will now be going to Superdrug where they actually keep to their word and don’t steal off their customers. The boots company is struggling at the moment but they shouldn’t be taking it out on their customers. I strongly recommend you AVOID”

Helpful Report

Posted 3 years ago

“Went into Boots Axminster this morning to print photos. Photo machine seemed to be switched off. I called over 'excuse me I wonder' before I said anything else the member of staff(pharmacist not with a customer) raised her hand 🖐️ to me in the classic talk to the hand gesture. When she did come over.. just at the end of the counter she told me the machine was not working, & then produced a sign. I take a dim view to talk to the hand🖐️ Why not say I'll be with you in a moment? if something is out of order then display a sign! I was on my way to work to open up another shop in the town. The 🖐️ also says my time is more important than yours... It's not. Very poor customer service Boots Axminster.”

Helpful Report

Posted 3 years ago

“I had a pair of Timberland boots and the first time I wore them on a hike both soles came off (and I had to walk back in my stocking feet). The only thing worse than the poor quality of Timberland’s boots is their customer service.”

Helpful Report

Posted 4 years ago

“Shameful! Made an order on Saturday to be delivered to the store on Monday. On Monday there was no delivery, no email to apology or explanation. Emailed them then got response after 5 days! They send refund but that was it! No apology nothing! Disgusting never again”

Helpful Report

Posted 4 years ago

“Terrible. Ordered and paid for next day delivery received a text message saying parcel delayed because of a high volume of deliveries. Tried tracking parcel no new information came up,emailed boots no reply. Still not received parcel, waited all day. Disappointed”

Helpful Report

Posted 4 years ago

“Placed an online order and when it arrived one item was missing. Boots promised me 500 points to make up for this but over one month later I’ve yet to receive these points. This is despite several attempts at me chasing them up. Either my attempts get ignored or answered in a very dismissive way. Clearly very little care when it comes to customers service. Never experienced such problems with Superdrug so will be using their online services from now on instead.”

Helpful Report

Posted 4 years ago

“Just tried to place an order on their website. I got a message saying "there was a problem processing your payment please use another card". Which is strange as I place the same order using the same card on Superdrug's website, about 1/2 hour later and the payment went through with no problem. Congratulation Boots you have lost a customer and money today.”

Helpful Report

Posted 4 years ago

“Don't pay the extra for Next Day Delivery!!! Just spoken to customer services regarding an order that was expected today and they admit to knowing that couriers can't keep up with Next Day Delivery orders yet they haven't removed the option from their website and are happy to take your money. I would also advise Boots hand out some tissues to their call centre staff so members of the public to have to listen to them sniffing throughout the conversation.”

Helpful Report

Posted 4 years ago

“Ordered some photos on line and arranged to collect them from my local store. The order took longer than expected and when I did visit the store the customer assistant was very unwelcoming with no conversation or apology whatsoever . Not acceptable .”

Helpful Report

Posted 4 years ago

“So I ordered a pushchair for next day delivery as my pushchair had broken. When it arrived it was the wrong pushchair, I called customer services and after 2 hrs we managed to agree for them to collect it the next morning and then once they can see DPD has collected it they would immediately issue a replacement so I can get the right pushchair as soon as possible, the second puschair arrived a day early so i was happy but guess what they had sent out the same WRONG pushchair out again. so after a week of carrying my toddler around in my arms on public transport, I still had no pushchair and when I called to speak to a manager again, I was told as we have already issued a replacement we can issue another we will only collect the wrong pushchair and issue a refund and then you would have to buy the pushchair again a process that will likely take another week or so. No help no resolution, just sorry we messed up we will take our item back now. Inconvenience doesn't even describe it... SAVE yourself the trouble spend a little more and buy from a reliable company. I can't believe this is the Boots I grew up with I've received better customer service from the corner shop!”

Helpful Report

Posted 4 years ago

“Don't bother ordering next day delivery, because you'll pay for it and it won't come until 7 days after the predicted date. Don't bother trying to contact the customer service either because they don't respond for days or answer calls. Also their customer service office hours are a lie as well so there's no point in looking at those.”

Helpful Report

Posted 4 years ago

“Boots lost my parcel on the way to Royal Mail. The customer service manager I spoke to was sullen and antagonistic, continuously repeating the company line. I was offered a full refund (and no items) or a replacement order with standard delivery. My parcel that should have arrived last Saturday will now (God willing) arrive on Friday (a week later). IF they don't lose the parcel again. Every single Boots.com order I have made in the past was at least 1 day late. This isn't how you treat customers. A good customer service would have apologised profusely and offered to fix it by offering next day delivery or offering a rebate on the order or any number of things. But they didn't. I won't order from Boots again. I hope you don't either. There are many better places were items arrive on time and if they don't, at least they fix it.”

Helpful Report

Posted 4 years ago

“Purchased a sandwich with little inside see pics which I threw in the bin .. reported this after paying £3.59 and was offered 500 advantage points not even a refund it’s appalling”

Helpful Report

Posted 4 years ago

“The worst customer care I have ever received. I purchased an item online and had to return it two days later. I went into Boots branch in Mold, Flintshire and had to wait ages because they were not sure how to refund item. Two colleagues trying to figure out how to process refund. Three weeks later and refund hasn't gone through. I was told by customer service today, when I phoned, that I now have to make a long journey back to the store to go through the whole procedure again. I WILL NOT BE BUYING FROM BOOTS AGAIN . . EVER! It would be great if they would pick up the phone in the Mold branch, but they never do. The store should be closed as it is not fit for purpose.”

Helpful Report

Posted 4 years ago

“Poor web site. I placed an order for home delivery but was surprised when my order email said to collect from a Boots shop miles away. I had to phone , cancel and reorder .”

Helpful Report

Posted 4 years ago

“Worst app. Given up so many times attempting to buy things online or through your app. Can they not afford to create better digital platforms?”

Helpful Report

Posted 4 years ago

“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 4 years ago

Boots is rated 2.6 based on 1,963 reviews