Boots Reviews

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

2.6 Rating 1,856 Reviews

39 %

of reviewers recommend Boots

2.6

Based on 1,856 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
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

“Absolutely disgusting customer service from Boots who have delivered an incorrect parcel. Our label has detached and reattached to another parcel - a black boohoo bag with a label for someone else on the other side clearly not from Boots as they deliver in a cardboard box and also the address on the picture the driver took has two lines in the address and ours has four lines 📦 Boots have failed to deliver the actual parcel scanning our label but obviously not on our parcel, Christmas presents for my girls costing £368!!! We’ve had multiple case references all not investigating the issue saying it’s been delivered, those on the phone clearly agree it’s not been delivered, won’t escalate the complaint to a supervisor when asked on the phone, also hung up on us when we asked to speak with a supervisor 😡 it’s been 3 weeks and no resolution AVOID AVOID AVOID ! Lesson is DO NOT buy from any Boots stores or online !!!”

Helpful Report

Posted 5 months ago

“I ordered 3 gifts for my husband’s Christmas. Received the confirmation showing delivery a week hence but delivery to the last person I sent a gift to 2 years ago. I didn’t enter any delivery nor was asked. Contacted Boots (not easy). They can’t cancel nor change the delivery address. The recipient who does not live near me must either refuse the parcel or accept and return to their local Boots for refund. The gift is not for them!! Absolutely useless customer service I won’t be buying again that’s for sure. What a headache”

Helpful Report

Posted 5 months ago

“Boots Think That Their Customers Are Liars! I ordered aftershave from BOOTS (£73) on-line for our son's birthday. It was not in the box when it was delivered. The box was not damaged and had not been tampered with it had clearly never even been put in the box to start with. Customer Services just said it was packed in the box so basically don't believe you and we won't send a replacement and won't refund you and this is final and we won't be changing our mind. Ok so I thought standard first response because they must be getting scammed a lot with customers saying that they had not received items. Told them again that it was really not in the box and had retained the undamaged box and could send photographs etc - got the same response - we don't want to know. At this stage was feeling a bit aggrieved at basically being called a liar so wrote to Sebastian James the Boots CEO just got basically the same reply it was packed so the inference is that you are trying to scam us and are a liar go away. Made a formal complaint which they would not deal with and would not supply a copy of their company policy/procedure for dealing with formal complaints. Wish that I had looked at their reviews on Trustpilot before trusting them! It seems that there are a lot of others who have had the same experience and had items missing and had the same answer - get lost! BOOTS do you really think that so many people are going to the trouble of posting reviews if they really had received their orders and that so many people are liars and trying to scam you? Obviously - YOU DO! In July (2024) Chief Executive of Boots Sebastian James gave notice to Boots that he would be leaving in November (2024) I wonder why? They now have plans to close 1,200 of their stores in the United States as well as the some 300 UK closures. A brand with a 175 year history that we have all grown up with that now has a 70% 1 star rating from it''s customers on Trustpilot with only a 21% 5 star rating. What has gone wrong? Perhaps, you should have skipped your Christmas Advert this year and put the money into improving the Boots Customer Experience! £73 lost and feeling scammed by BOOTS is this part of their new cost saving business model - not actually sending orders out and keeping your money! This is sounding more and more like a Post Office Cover Up because they know that their automatic packing system has inherent faults but can't admit it!”

Helpful Report

Posted 5 months ago

“Very Bad Very Bad I ordered an item overpriced but it had a "free gift". We all know there is no such thing as a free gift. Boots despatched my order and THEN notified me that the "free gift" was unavailable. I then found the same item £12 less. I wrote to Boots and said I either want a full refund or the difference reimbursed . They declined and instructed me that I either take to a branch or the post office. Both these will incur my time , cost and parking. Boots should have notified me that they could not honour my order. I have not got to rush to a branch on way to airport to return and I have ordered at Lookfantastic for £12 less and a "free gift"”

Helpful Report

Posted 5 months ago

“Thought they were going to call the police when I asked for some paracetamol/codeine tablets, which are legal over the counter medication....serious bad bullying attitude, I hope these people lose their jobs when Boots close them. Closing them all down wouldn't matter a damn to me, as I won't be using them again”

Helpful Report

Posted 5 months ago

“Boots customer service ,worst experience I have ever had staff not interested in helping .was told they could not spare the time it took to wait for the store to answer the phone .to handle my query .them wa basically told it was my problem and I had to sort it .will never shop at boots online again as no longer trust them . Still not got a refund or my product delivered .I have given you one star as there was not an option for 0”

Helpful Report

Posted 5 months ago

“Sent a defective online purchase back they have received it, I have tracking but they won't refund, emailed many times just being ignored Never again”

Helpful Report

Posted 5 months ago

“I received an on line order on the 16th October. I could smell acetone when I opened the order I found an OPI nail varnish had broken and covered the contents. I immediately contacted customer services and was advised to complete a returns form on line, which I did, and return the items for replacements or a refund. I did this and kept the proof of purchase which I emailed. It is now the 26th November. Initially I gave Boots a couple of weeks to send me replacements. I did not hear from Boots so I began contacting them. I always get friendly helpful staff who apologise and appear to be able to help but unfortunately nothing happens. It has been escalated to a manager but still no refund (I have given up on receiving replacements) the value of the order was £148 it is now 6 weeks and I am still waiting. It is completely unacceptable and surprising from what I believed was a reputable company.”

Helpful Report

Posted 5 months ago

“Worst experience ever, staff constantly giving wrong info regarding order had to phone up and email atleast 8 times and has taken an age to get a refund if only £6.99 and to top that boots review their own reviews to whether it’s good enough to put in their own website 🤷‍♂️🤦‍♂️how is that even allowed”

Helpful Report

Posted 5 months ago

“Boots -get a grip -ALWAYS TOP PRICE - now bottom of the pile - best you shut all your UK shops and relocate to TIMBUKTU”

Helpful Report

Posted 5 months ago

“can't believe I have come to use my boots card and they have taken more than £40 worth of points off me. I use it for Christmas presents each year. I shall no longer be using boots a gain. That was my money that earned last year. What a rip off”

Helpful Report

Posted 5 months ago

“Sent an item back for a refund but they refuse to refund so I gave them post office proof, and they still will not refund I will never ever buy from these idiots again Don't buy on line at boots.. they don't do refunds”

Helpful Report

Posted 5 months ago

“MY ORDER 678724772 UNAVAILABLE TO COLLECT AT MY BOOTS BRANCH PAYED BY CREDIT CARD ON OCTOBER 26 CAN YOU ADVISE”

Helpful Report

Posted 5 months ago

“Didn’t deliver our items and refused to provide a refund or replacement as they said Royal Mail had proof of delivery. The proof was a picture of a box outside our door at a time we weren’t home. Nothing on return, no delivery and refused to support in any way. Basically thief’s and will never use them again - buyer beware. We are down £100 on a Polaroid camera we never received and having to seek legal advice!”

Helpful Report

Posted 6 months ago

“I used to consider Boots to be trustworthy, well run and a high quality organisation. I can’t believe how awful it is now. Self check-out with no cashier option to; confusing price structure to the point of misrepresentation, under staffed. The only saving grace is the occasional appearance of a helpful assistant. Shame on your management, Boots, for treating your customers so cynically”

Helpful Report

Posted 6 months ago

“I bought women razor from Boots by gift card. Ordered more then had on stock, so should be refunded for missing items. My order been placed in August and till now November still did not get refund even though was contacting with customer service few times and raise complain nothing help. I am waiting for my refund so long, noone contacting with me I have to chase customer service team which all the time saying they need to again review the case. This is some joke. I was happy customer of Boots but after this situation not really willing to place any more orders with them!!!”

Helpful Report

Posted 6 months ago

“I went to the branch in Bonds street tube stn to get the L'Oréal magic retouch colour spray. It was marked as a special promotion of £14 for 2 (£11 each full price) . It seemed really expensive so I checked Superdrug in the same complex and found the same size product for £6.99 each. Out of interest I also went into a more local branch of Boots in north london, and the full price there was £7.99. So how does Boots justify the £11 price? Is it false labelling to make the promotion seem more attractive? It has put me off buying anything else from them before checking elsewhere first.”

Helpful Report

Posted 6 months ago

“Once a great British institution; I’ve been shopping here for years. Sadly, their customer service has gone right downhill; They need to book their ideas out or like Debenhams and House of Fraser they will be the next to sink. I placed an order literally two seconds later I realised the address was wrong. I tried to amend but could not I called customer services. The moment they opened and they could not amend the address despite the items not even being dispatched. I asked To raise a complaint, they simply took the feedback. Rubbish, rubbish, rubbish! It’s a wonder the likes of Amazon dominating the market for online shopping.”

Helpful Report

Posted 6 months ago

“Customer Service Dept terrible. Not interested. Unhelpful. Standard scripted replies.”

Helpful Report

Posted 7 months ago

“Once again, 6 + customers waiting in an otherwise empty store at the Leatherhead Pharmacy counter. One person serving, only wanting Ibuprofen I still had to join the queue as was told no one else allowed to serve 'over the counter' products. When a second assistant came out (first had by then 'disappeared'), on hearing another customers mild rebuke about lack of service she promptly replied, not with an apology but with 'you know I don't have to serve you'. Supermarkets and other services would quickly open another till, Boots consistently ignores you in medium / small stores.”

Helpful Report

Posted 7 months ago

Boots is rated 2.6 based on 1,856 reviews