Boots Reviews

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

2.6 Rating 1,916 Reviews

38 %

of reviewers recommend Boots

2.6

Based on 1,916 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.

Visit Website

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

“Not happy at all with Boots. Ordered some smashbox foundation online for next day delivery and it didn't turn up. DPD said they hadn't received it from boots, phoned boots and they told me to go to my local store to buy it and they had it in stock, walked 2 miles only to find out that was not the case. 4 days later I was just issued a refund, no explanation other that there wasn't ever any foundation in stock even though they processed the order and said it had 'left the warehouse' a few hours later. Completely messed around and now no time to order elsewhere in time for Christmas.”

Helpful Report

Posted 8 years ago

“Ordered item to be delivered to the store. This did not turn up. A replacement was ordered. This also did not turn up. Told to go to store to sort out the store were very helpful but they just call customer services. Now will not send another item. Will need to wait 48hrs to request a refund which will take upto 14 days.”

Helpful Report

Posted 8 years ago

“Ordered some micro reading glasses for my husband as he always uses this style from Boots. Collected them from store but they turned out to be ladies ones in a pack with a lipstick. Three times this happened and customer services were hopeless and one lady rude on the phone when I just asked if they could contact me when the problem was sorted. In the end a junior staff recognised there was a wrong code. I e mailed these details in to Boots expecting the order to come through correct! No such luck. In the end the manager at boots shop gave me vouchers as a refund which I didn't really want. My husband ordered online similar glasses from another company and is very pleased so Boots have lost a customer. I have spent my vouchers on basics but am not using the shop any more on principal. Worse customer service ever!”

Helpful Report

Posted 8 years ago

“Boots Help @BootsHelp When you go to do shopping in your local boots store in westfield Stratford and get attacked by an employee by the name of Freshteh who works on the DIOR counter for no reason what so ever all because I asked her to validate my points on my card because I lost my previous card gets angry grabs my phone and pushing calling me abusive names like a fucking paki then had the cheek to lie to the managers absolute disgusting. This is what you have working for you and my emails in the mean time are getting ignored I will be going to the police to have this reported and also be contacting my lawyer and this is not the last of it. The manager thinks he can refund me £6 for my purchase in order for me to keep quite and drop it you are having a laugh. I do not shop you your branches to get abuse from some jobs worth that thinks it's ok to go around calling people nasty names like a fucking paki. Keep in mind that the other employee's that you had around your store I would say are Muslims and pakis including the team off security that was present. You have cctv please view as I already have my proof it's on social media by another member of the public who forwarded it onto me.”

Helpful Report

Posted 8 years ago

“I visited Boots in the centre of Leeds and when I wanted to buy 10 sun crème products, was told that the maximum allowed was 6 - how absolutely ridiculous. This isn't the first Boots store to have this policy. I thought Boots was in the business of selling products!! I will go elsewhere in future!”

Helpful Report

Posted 8 years ago

“Ordered a small beauty product online, requesting collection 2 December 2017. Received an email 23 November stating order ready to collect. Very impressed with efficiency I went into Stockton High street store, stood in long queue to eventually be told it wasn't there. Went back in on the following Saturday 2 December, again long queue, was told I was too early and would have to come back later. Couldnt get into town until following Saturday 9 December, huge queue this time, item still not there, asked by Management person had I ordered it correctly to that store!!!! Was told they would have to reorder - success! got it 16 December. WILL NEVER ORDER FROM BOOTS.COM AGAIN - TOTAL SHAMBLES.”

Helpful Report

Posted 8 years ago

“When are Boots going to learn that you really do need to compete. Opposite my local Boots, in Dover, there is a Savers store selling same products as in Boots for much less.”

Helpful Report

Posted 8 years ago

“TRIED TO ORDER ONLINE, COULD NOT LOG IN AS IT WOULD NOT RECOGNISE MY PASSWORD SO CLICKED FORGOTTEN PASSWORD TO GET AN EMAIL.........NO EMAIL RECIEVED X6. SO TRIED TO LOG IN AS A GUEST. PUT IN ADVANTAGE CARD NUMBER, POSTCODE AND DOB AND THEN CLICKED CONTINUE, ONLY FOR IT TO SAY DOB CAN'T BE ADVANTAGE CARD NUMBER..........WELL IT WASN'T. I PUT AD NUMBER IN THAT BOX, POSTCODE IN NEXT AND THEN DOB BUT TRIED X6 TIMES AND NO LUCK SO IN THE END COULD NOT PLACE MY ORDER SO GAVE UP, GREAT CUSTOMER SERVCE........NOT.”

Helpful Report

Posted 8 years ago

“I ordered some item to be delivered to the Bracknell store, I ordered them on Sunday and picked Tuesday for delivery, and I expected them to arrive by 12 (as they promise). I went to the store just after 12 on Tuesday and the collection point had no-one serving, I waited a few minutes, with a queue building up, and one customer went to the pharmacy counter to ask if the collection point had anyone available - the reply was 'we don't know where the girl who should be there is...'. I eventually gave up waiting and left. I then got an email at 3 saying my order had arrived (so much for delivery by 12). So I went back at 5:45 - only to find no-one staffing the collection point again. Then I noticed that all the staff on the floor were trying to catch a pigeon that had somehow got in to the top floor, chasing it around and trying to throw a jacket over it, while it flew all round, knocking things over and cr*pping everywhere. I waited 10 minutes and gave up and went downstairs and eventually someone managed to get my parcel. To crown it all I had someone else's packing list in my parcel (but not their items, luckily). A really bad experience all round.”

Helpful Report

Posted 8 years ago

“I am really disgusted with the way I have been treated by Boots this year, I would not recommend anyone to use them due to their lack of customer service and dew-diligence. I recently purchased a promotional offer which I was guaranteed delivery to store by the 11/12/2017. I visited the store on the 11/12/2017 and it was closed even though the opening time was 7pm and I had arrived at 5pm. So I visited the next day (12/12/2017) and was told my order had not arrived and that I would have to wait, which I had no problems with. However, it would have been better if I was notified of this and told that it may come between dates and not wasted my time. A day later I received some emails telling me my order had been refunded and then reorder and due for delivery by the 15/12/2017 and upon collection Boots has removed items from my original order which had been processed and then resent. I was not notified why this happened or even given the option to cancel my order after the change. I then called customer services and I was told that it was tough and that you can return them if you want, I am very disgraced in the lack of communication and support from Boots and will not be buying from them again.”

Helpful Report

Posted 8 years ago

“Ordered baby food from online store (Ireland) and items were severely damaged - baby food everywhere. Initially customer care said they would immediately replace all and to simply sign declaration they sent out. A few days later they send me a cancellation email of the replacement order and when I called they said they would not replace all because I needed to return the goods. Since it was open and smashed baby food I had thrown out and it was days later and so couldn't return - a full two weeks later and many emails and work for me still not resolved. As an avid online shopper it has been a long time since I have come across such horrendous customer service!”

Helpful Report

Posted 8 years ago

“I recently bought Boots Acid Reflux tablets believing there was 28 days supply. Unfortunately, I only realised after purchase that the 'once per day' instruction on the packet was actually for a 2 tablet dose. The branded Nexium would therefore have been a much better buy. I have now written to Boots twice, the first time being almost a month ago asking why there own product is dearer than the branded one and stating that I believe the packaging to be misleading. I have not had a reply to either communication, Not only is Boots no longer good value, they obviously disregard their customers also.”

Helpful Report

Posted 8 years ago

“Shocking service from a company you would expect better from. Ordered 3 no7 eye sets for daughters...including a free no7 gift...I was told order was dispatched. Then told was only getting one...after it had been dispatched so I couldnt cancel. They told me it was was now out of stock. Then I was told package was damaged so a new one had been dispatched (I thought there was no stock?) Dissappointed with what I thought was a decent company.”

Helpful Report

Posted 8 years ago

“The Boots website is terrible, it's slow and hard to navigate, and yesterday I was trying to buy some '3 for 2 Christmas Offers' and although I selected ones that were marked as offers when I added them to my basket it didn't mark any as 'free' and I noticed that they didn't go into the basket as '3 for 2' even though they were on the website. I had to keep guessing which would be accepted and taking them out of my basket if they weren't recognised. Today I tried again and it crashed with a message saying 'generic error' and telling me to log back in with the same device I was already logged on with - no idea why it thought something had changed in the 10 seconds it took for that message to appear. I've also had problems with ordering and having items delivered to store - about half the time I don't get an email telling me my items have arrived and have to go into the store to check.”

Helpful Report

Posted 8 years ago

“I can honestly say that Boots customer service, or should I say lack of, is by far the worst I have ever experienced in any store or company. Appalling. I will never shop at Boots again.”

Helpful Report

Posted 8 years ago

“Prescription service very poor. Items missing and when I called to query and ask if they will be delivering missing items she said no. I said ok then I wish to complain to the pharmacist, and she promptly hung up on me. Complained to Boots online, who going by the reviews here, couldn't give a damn and my experience confirms this. They wont be getting my custom ever again. No doubt another British brand set to disappear off the high street soon. Good riddance.”

Helpful Report

Posted 8 years ago

“Poor.ordered 150 pounds of aftershave and perfumes..went to collect from store told not arrived yet and I should wait for text.waited another week heard nothing.rang store apparently parcel lost so I would have been waiting up till Xmas for text which would never have arrived..nothing in place to let people know if their parcels are lost on way to store....then told I have to wait 5 days for refund as now no stock.!....numerous phonecalls and on hold for 15 min's. 2 weeks of boots taking my money and grief to get it back nothing to show for ir...don't bother !”

Helpful Report

Posted 8 years ago

“I attended Boots Pharmacy Marina Way in Hartlepool today Thursday 30th November 2017 at approximately 17:30. I spoke to a young female customer service advisor and advised I had an appointment at 17:45 for a flu jab and obviously I was a bit early. The young girl gave me an odd look and asked the other woman (who I assume to be the pharmacist on shift) if she could provide a flu jab. She said no. The young female asked me how I had booked the appointment. I told her online and she proceeded to tell me (without an apology or any apologetic manner whatsoever) that I should not have done this and I should have called the pharmacy directly to ensure that a pharmacist who could provide such a jab was available. (you would think if a online system provided by boots allowed me to book an appointment at a certain time and date the company would ensure correct staffing - STAFFING ISSUES ARE NOT MY PROBLEM) I then suggested that as I had received an email confirmation of my appointment and two text reminders and NEVER any indication I needed to ring the pharmacy direct that perhaps the system should be taken down of it doesn't work to avoid further inconvenience. Again with an apology the young girl advised that it's the boots website and they are not part of boots and again I had made an error and still no apology. I think as a customer and as I don't know the legal set up of the two separate entities (again as I am only a customer) and they both bear the name BOOTS it is reasonable for me to assume that Boots pharmacy and boots are one and the same. I was dumbfounded at this point and had nothing further of use to add. I asked if I can make an appointment as I am stood there now and she advised she would need to check staffing but I could probably turn up tomorrow after 4 and I wouldn't need to make an appointment. I need to add I am pregnant and had travelled in bad weather to attend this appointment only for my time to be wasted. The service was absolutely appalling.”

Helpful Report

Posted 8 years ago

“If I could rate zero I would. Ordered online a birthday present the delivery arrived in good time however I was sent the incorrect item. I emailed boots straight away and got a automatic reply saying someone would response in 2 working days..nothing so emailed again, still no reply. Lost my patience by this time and called, the customer service adviser told me to send it back at my own cost and time and wait up to 14 days for the correct item to be sent out! Or take to my local boots for a refund! Again wasting my time and I wanted the product not a refund! Absolutely disgusting service and will not be buying from boots again.”

Helpful Report

Posted 8 years ago

“I was purchasing an item at boots Kirkcaldy high street and the sales assistant was incredibly rude and then her phone started ringing and she answered it while I was in the middle of speaking, also when I handed her the cash she made a rude and unnecessary comment about the fact I hadn’t laid the money in a neat pile I am very disappointed and almost decided to not buy the item”

Helpful Report

Posted 8 years ago

Boots is rated 2.6 based on 1,916 reviews