Boots Reviews

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

2.6 Rating 1,871 Reviews

39 %

of reviewers recommend Boots

2.6

Based on 1,871 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 28%
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.

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

“Cambridge Newmarket Road. Yesterday first thing. Bought items and went to check out. Young man in dirty looking, un ironed t shirt never spoke a word. No good morning, pointed to money needed to make purchase and no thank you or goodbye. What a world.”

Helpful Report

Posted 11 months ago

“I Brought my 12 year old daughter out shopping today she went into boots in blanchardstown shopping center to pick some stuff up after a few minutes she noticed the foreign security guard following her he told her to buy her stuff and leave for absolutely no reason at all. she has autism and suffers with anxiety and its hard enough to get her out of the house without having to put up with this at the same time. im absolutely fuming with the way she was treated and im not gonna be leaving it at this either that security guard needs to be sacked following little girls around the shop for no reason at all”

Helpful Report

Posted 11 months ago

“I have been trying to get a refund for an item I never collected from Boots, they have been really difficult and tried to avoid giving a refund, now been told another 30 days for an item I never even had. What a shambles, shocking customer service, ignoring my emails and not replying to FB messages in a timely manner. I wonder how many refunds are stashed in their bank that should be back to customers. This should be illegal”

Helpful Report

Posted 11 months ago

“Absolutely appalling use of excessive plastic packaging on vitamin supplements. In a bottle of 180 tablets, they didn’t even fill the bottle half way up. I had to count the tablets to make sure that there hadn’t been an error.”

Helpful Report

Posted 1 year ago

“If i could give boots online no stars I would. Honestly this is the worst service I have every received. Having ordered the same medication for months and months with an average of £250 per order, I decided to go elsewhere. I am not one to not give second chances so when my new supplier didn't allow me to collect ( which is preferred as its refrigerated medication), I returned. Only to asked a million questions which i responded to almost immediately, then the order was never processed, I am talking over 5 days. Leaving me without this medication. Its honestly a shambles, online meds are supposed to be an easier way in ordering medications but its anything but, totally useless and not fit for purpose. When challenged Boots simply say its not our problem its boots.com and runs separately, zero ownership taken even though Boots take the money before ordering, beware I wont be going back and will advise everyone in my network to avoid this franchise, Superdrug has always delivered on their promises, its a pity they don't have the medication I am on!”

Helpful Report

Posted 1 year ago

“Absolutely disgraceful customer service. Ordered 7 items online. When the package arrived it contained 6 correct items and one incorrect item. I took a photo of the open box with the items and contacted "customer care" to inform them of the error. They told we to return the item and sent me a dead link to a return form. So I tried again and requested another return form. This time the link worked, I sent the item I had received in error back with a note explaining that I was missing one item from the order. 2 weeks later. Nothing. Chased for an update and was told someone would look into it. Another few days passed. Nothing. Chased again to be told the "investigation" into the case was ongoing and could take a further 21 days! Finally on 3/7 (order placed 25/5), I received an email to say my return was "suspicious" and they were not accepting it. No mention of the item I had ordered and whether they would send it or refund the money I had paid them. I questioned why it was "suspicious" and explained the whole saga again, sending photographic evidence of their incompetency, only to receive another email to say their decision is final. I will not be receiving the item I ordered or receive a refund for the £5 I had paid for the item. Apart from being appalling customer service, that's theft and in breach of consumer rights. If I order a product and pay for it, I should receive it. "The customer is always dishonest" in the eyes of Boots. Well, I am no longer a customer. I hope you spend my £5 wisely and the "customer care" sleep well knowing they're essentially stealing money from customers pockets. Please don't buy from Boots. Find an independent retailer, one who actually cares about its customers.”

Helpful Report

Posted 1 year ago

“Very bad customer service. I couldn't believe when I was refused a refund for no reason- the only big company in UK who doesn't do 30 days refunds! After ordering from boots I changed my mind and asked them for refund in the Stratford Westfield Store and they tell me NO 'you should contact customer service'.... There is no chat on the website, no reply to emails... I have never been refused a refund of unopened new products in UK. Avoid at all cost! I will never will shop there again! And I was a really good customer , last two years I spent at least 2 800 pounds there! Never again!”

Helpful Report

Posted 1 year ago

“Awful website Permanently crashes and doesn’t upload. Offers aren’t applied at checkout and even took a gift card payment never to be seen again. You could go in store but staff are very unfriendly in my experience. Not great and would not be surprised to see stores closing soon,”

Helpful Report

Posted 1 year ago

“Awful service. Placed an order, which should have arrived to Click&Collect one week ago. Called the customer service team, and talked to Maya. They told me the store made a mistake, which will be investigated, taking 21 days. After investigation, the product will be refunded, taking another 3-5 days. Boots made a mistake, and it takes me over a month to get my money back, and won't even get the product delivered. Won't ever recommend Boots to anyone. Stay away from this company! Awful service!”

Helpful Report

Posted 1 year ago

“One online order for standard items to click and collect was split into two separate packages. Only one has been delivered to store and collected by me with the app stating the other has been collected (untrue). The store staff have checked their system to confirm not yet received. Unhelpful online response from Customer Services other than to wait another 7 days past original EDD.!! Hopeless system and service and currently £70 adrift with no refund offered. AVOID !!”

Helpful Report

Posted 1 year ago

“Terrible customer service — avoid !”

Helpful Report

Posted 1 year ago

“Certainly! Here is a revised and polished version of your email: I am writing to express my concern about a perfume I purchased today for £109. Upon opening it at home, I noticed that the bottle was leaking and, most importantly, the scent was different from what I expected. I believe the perfume might be counterfeit. I returned to the store to address this issue with the staff, but they refused to exchange the product, citing the absence of a manager. This situation is troubling, and I am concerned that the store might inadvertently be selling counterfeit perfumes.”

Helpful Report

Posted 1 year ago

“Went to Boots in Norwich shopping centre and was just 2 cash tills all the others have to be paid by card! Completely unacceptable as many people use cash! They go to loose lots of customers as not everyone want to pay by card.”

Helpful Report

Posted 1 year ago

“Used to work for boots and have been a valued customer for many years, in the past they always prided themselves on providing excellent customer service but I am absolutely disgusted in the awful service we received after having a toothbrush for 5 months and returning it via Royal Mail. (I did not read the small print that collection is not allowed) despite it being an available option when returning, postman collected and upon receiving receipt of this we received no update. After 2 months back and forth on email and phone call they finally refused refund or exchange (or even to return our goods to return it “their way” due to us not sending back in the shop… We have proof that they have received our goods via Royal Mail, not only are they refusing a refund for goods clearly faulty or exchange but they failed to return the goods. Customer service is appalling and a total disgrace, nothing is EVER followed up whether you go by email or telephone and I will never purchase from boots again! They should be ashamed.”

Helpful Report

Posted 1 year ago

“Absolutely, disgusting customer service would never do it again, Despicable!!!”

Helpful Report

Posted 1 year ago

“Wow such bad customer service. Ordered a electric toothbrush worth £89.99 and never received it. Left outside my front door by royal mail, tracking info clearly shows this was not delivered. If I could give no stars then I would. I'm disgusted, back and forth with useless customer service who think this is acceptable.”

Helpful Report

Posted 1 year ago

“Boots pharmacist was listed on data base for Easter Sunday, we attended two boots, one on Stodman street Newark and the other in riverside retail park Nottingham. Both were closed and queues had formed at both. Helplines were closed”

Helpful Report

Posted 1 year ago

“Would give zero stars if an option Would give zero stars if an option, my order did not go through but I was charged and 7 calls later and 2 emails I am still awaiting my refund from 15th Feb, awful as they said it is website issue as the reason the order failed, I have been told different information on each call and keep getting told my refund is on its way but all lies, then spoke to a manager who sounded thicker than the lot of them, fuming, con artists. BEWARE!!!”

Helpful Report

Posted 1 year ago

“Boots Boots Boots...the new low they strive to sink to is never ending...bought a mascara for my wife which was placed in the wrong location and ended up with the wrong colour. tried to exchange it at the abysmal store in Kingston Park, Newcastle but apparently on the back of the receipt, that is after you buy the product, it says make up is not returnable...how many of us read the back of the reciept after purchase. Called 'customer care' and they are just as useless as the store. absolute and utter disgrace. tried to call the store manager but the store phone number asks you to go to the national 'customer care'...absolute disgrace which proves why we abandon physical stores...and soon Boots”

Helpful Report

Posted 1 year ago

“From the start, my experience with BOOT's online service has been incredibly frustrating, arguably the worst I've encountered. The company's choice to utilize the UK Post Office for delivery has significantly detracted from the service quality. Not only have I found their delivery service to be unreliable, but attempting to contact customer service has been a futile endeavor. On the rare occasions when my calls were answered, the line was disconnected before the conversation even started. My attempts to cancel my order because i NEVER RECEIVED IT!! only added to the frustration. I was informed that the refund process would take up to 19 days. Given the substantial cost of my order, this delay is unacceptable, forcing me to wait nearly three weeks before I can consider repurchasing the item elsewhere. For a company that represents a British institution, this level of service is not only disappointing but also embarrassing. I had high hopes for a smooth and efficient online shopping experience but was met with obstacles at every turn. The lack of accessible customer support and the prolonged refund process have left me feeling disregarded as a customer. It is with regret that I find myself compelled to advise others to AVOID shopping online with this organization. I plan to share my experience across various review sites to ensure potential customers are aware of the challenges they may face.”

Helpful Report

Posted 1 year ago

Boots is rated 2.6 based on 1,871 reviews