Boots Reviews

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

2.6 Rating 1,901 Reviews

39 %

of reviewers recommend Boots

2.6

Based on 1,901 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 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.

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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

“Ordered online at Boots.com put items in my basket entered my collection point and paid, what happened next was shocking!....No confirmation of Order, items still in the basket and £50-89 taken! I have tried calling customer services left on hold for over half an hour, emailed them and still waiting for a reply. Please Beware! I may well have lost my money due to this, as there is No Order number either to prove I paid. Shocking!!”

Boots 1 star review on 17th September 2021

Helpful Report

Posted 4 years ago

“Decided to order early for Christmas. Used Boots online system. Couldn’t decide on part of order so Boots system suggested hold part of your order hear whilst you check out other gifts. Followed their instructions and then decide to go ahead with order as didn’t find anything I would rather buy. Clicked the button to reinstate my order as before. Unknown to me the system reduced the number of items from 2 to 1. As soon as the order was confirmed I informed them that their system had in fact made an error which meant I did not receive my free item. In fairness customer services replied fairly quickly but said unable to change the order even though their system was at fault. Maybe this is how they tempt customers to get a free item then their system deletes it so you pay the full price anyway. Very disappointed with Boots! A poor way to treat customers. My advice is to shop elsewhere.”

Helpful Report

Posted 4 years ago

“Boots used to be the go to chemist. Staff were friendly and helpful but a few years ago there was an obvious decline in it’s customer service..I think it was taken over. Our local Oxted branch has certainly followed this trend and although I am sure some of the seemingly skeleton staff are lovely etc the last couple of times I have shopped there I have encountered staff who were just plain rude…one was the pharmacist! Fortunately we have another chemist in the town which, although doesn’t carry as many lines, all the staff are friendly!!”

Helpful Report

Posted 4 years ago

“I think Boots has to be one of the worst pharmacies I've ever used. From their Area Manager Michelle Sheasby, who ignores emails (she repeatedly avoided giving me any information on their review sites and has tried to duck the service failings at Boots), to their awful pharmacies that disregard their duties to properly record medication when distributing it (leaving your team to pick it up), to this awful software called OMNICELL, that they peddle to care homes, that their pharmacists don't know how to use and that is slow, clunky and dangerous. This is a company that puts elderly people at risk I strongly advise anyone in Social Care considering using Boots to stay far away. Watch out for those contracts too, they will fail to fulfil their contractual agreements but try to tie you up in ridiculous breakcosts. Awful company. Run a mile. Lloyds was better. I think most pharmacies are. And we are a care home group so actually have the resources to overcome Boots' shortcomings”

Helpful Report

Posted 4 years ago

“I went to Boots Opticans in Bramhall Cheshire. Had eye test. Told had another cataract now on other eye Collected glasses from larger Boots Handforth Dean. That was March 2021. Phoned May 21 saying new glasses no better at all and need retest. Very rude member of staff on phone.She informed me no appts for 3 mths. No offer of retest or when I said I had visual disturbance when drive ,some times walking . Finally went Boots Handforth Dean July thinking perhaps need cateracts done as week by week eyes were getting worse especially left eye. Had large macular Hole and dense cataract in right eye. Contacted Boots Bramhall as was sent to The Royal Eye Hospital Manchester for triage needing urgent surgery. franchise owner and his wife consistently delayed sending my scans giving one excuse after another. That was beginning of August 21. the franchise owner ignores all emails from me and even from the Director of Customer Services for Boots. At no time did the Ophthmologist who did the test send me down the NHS clearly defined pathway. Do not have your eyes tested at this branch who refuse no matter how politely requested by me or my consultant give all prevalent information. I will never ever use Boots shops or Opticans ever again. Use your local independent one and avoid paying £8.450 out of pension to have a vital eye operation done.If retested as requested in May would have been picked up .Absolutely disgraceful Boots Bramhall !!!!!!!!!”

Helpful Report

Posted 4 years ago

“Newcastle under lyme store said my pensioner/terminally ill friend had to pay over 5 pounds to get her repeat prescription delivered even though she is housebound boots should be ashamed of themselves!!!”

Helpful Report

Posted 4 years ago

“I have ordered Vitamin D3 for my children (order no 427196643) online. Unfortunately postman left it on my door step in one of the hottest days of the year and I have called customer services to tell them about it. As Vitamin D3 cannot be stored in direct sunlight I was told to take it to store to get it exchanged. My wife visited Halifax store to exchange the items. Unfortunately she was told that this cannot be done as order was made via boots.com and therefore order needs to be returned and money refunded. Reluctantly she agreed as she was told by a staff that there is no other option. I have placed another 2 orders for the same items and both of them got cancelled by boots.com with reason being that I have too many items, where I do not have any. I contacted customers services again to complain and I was told that nothing can be done and that Halifax store manager will call me to resolve the issue. I received a phone call from Natasha who explained to me that she cannot do anthing and that she contacted customer services who can place the order for me . I was also told that I will be contacted by them. Natasha also said that she will call me to check the progress. I have been waiting 2 days and no one contacted me so I had to call customer services number of times where the waiting time was 40 min average.I was told that there are no notes about store manager contacting them and that they don’t have an override and cannot place my order and I was sent to store to purchase the vitamins. I found all that situation extremely stressful, unprofessional and disappointing . I would have never thought that company such as Boots will have so poor customer service. Looks like both departments were trying to get rid of me without taking a ownership of the case. I have complained about the service received in Boots branch in Halifax as well as on the phone with Customer Services to the executive office which should investigate the matter and sort the issue but of course bad service from both sides no one took a leadership to solve the issue. I have tried again today to order the vitamin D and order has been cancelled again by Boots. I have rung them and stayed an hour and half on phone with no solution or solving the issue.”

Helpful Report

Posted 4 years ago

“BOYCOTT BOOTS Boots non delivery of a PCR Day 2 test ruined my holiday. ZERO customer service (an employee admitted they often shut down phone lines), 2 days wasted trying to follow up. No reply to letter sent registered mail to CEO. No refunds for non delivered tests (at £75 each!!!) SCANDALOUS, UNETHICAL,CRIMINAL. When a test finally arrived - after the government deadline - I administered it but could not activate it on Boots site - which was not functioning. NOT ONE WORD OF APOLOGY FROM BOOTS”

Helpful Report

Posted 4 years ago

“Ordered a day 2 test when arrived to UK to get through my letterbox and apparently it’s been delivered to somewhere else post office not even near me. They said they won’t refund anything and here I am, not being tested 15 days after my arrival in UK. THEY ARE SOOO UNPROFESSIONAL AND IRRESPONSIBLE COMPANY. Companies like this are the responsible of what we are going through now.”

Helpful Report

Posted 4 years ago

“I paid a for a day-2 test via Boots and they never sent the test kit and no test was done. I tried calling them more than 20 times and spent few hours waiting for someone to pick up the phone but had to give up. I should have checked the reviews first. Shame on the government for approving Boots and not revoking their Covid test licence after this mess. I am asking for a full refund, and they just sent a message that the 'test is non-refundable!! Text-book example of a scam. Will continue to try to get my money back. Shame on Boots for ruining their reputation and their colleague’s reputation.”

Helpful Report

Posted 4 years ago

“Visited Milton Keynes store in shopping centre at weekend to be told that the L’Oréal lady does not work weekends and has the key to all the drawers. I have never heard of anything so ridiculous and it meant I could not get any advice on any of the products or buy what I wanted as the drawers were all locked with the extra stock in them and the shelf was empty of the shade I needed. Crazy way of conducting business and I won’t be shopping there again.”

Helpful Report

Posted 4 years ago

“The Boots at The Fort Birmingham is an atrocious store to shop at. The last 4 times that I've had no choice but to go have been awful. They have taken away all but 1 till & replaced with self serves then if you get an issue & have to then wait for help this is when I've had most problems on 2 occasions we waited forever for someone to help on 1 occasion she had no keys & went off for 10 minutes before she finally came back, another occasion I tried getting served on a manual till waited in the queue only for the very rude assistant to say she couldn't serve me here & I had to go & wait at the back of the self serve queue. Today I went to buy la roche posay products which on the boots website said they were 3 for 2 but the shelving had no signage at all so I just took pot luck & low & behold it came up 3 for 2 at the till, honestly this store is being run tremendously bad & really needs sorting out.”

Helpful Report

Posted 4 years ago

“Not enough staff at Boots Moors walk Welwyn Garden City. Area Managers need to look at why so many brilliant and caring staff have recently left the branch!!! Leaving it to rapidly go down hill use to be such a great pharmacy.”

Helpful Report

Posted 4 years ago

“Although have placed on line order early in Lockdown which went through ok, have tried on numerous occasions and always get the same comment back when trying to place my order UNABLE TO PROCESS YOUR ORDER!!!!!! Why when I'm ordering basic items that were successfully ordered when I first started ordering online. If you're lucky to get through to customer service they cannot help and you just cannot speak to someone in the technical department. It's a shambles. We buy lots and lots on line at various shops and never experience this sort of service.”

Helpful Report

Posted 4 years ago

“Have had a poor experience the last couple times I've been the Wolverhampton Dudley Street branch, don't know if they are short staffed or something. The first time I was waiting for around half an hour with my small kid to collect an online order. Was told to go to fragrance section as baby till was closed but there was no staff there so walked around till I found someone in the make up section but had to wait until she dealt with customers first. Wasn't even offered a seat and I have bad legs. In the end she ended up collected the things I ordered herself from the store, I could have done that myself and it would have been quicker! The second time I got to the till and realised I'd picked up the wrong hair dye, the till staff said she'd void it for me IF I put it back where I got it from. Erm.. if I don't want to buy something that shouldn't be conditional, you should void it for me anyway. Why can't you do your job and put it back like other stores do? Will hesitate to go back there in future.”

Helpful Report

Posted 4 years ago

“I wouldn't shop with this company again! Large box of Xmas presents arrived. I stupidly opened in my lounge. Most items smashed up or box's crushed. The eye shadow went all over my new beige carpets and new pouffe.. I couldn't not get the dark brown off my carpet. We're boits interested??! No just pure rude. Like your lying. Unfortunately everyone gets tared with the same brush!!”

Helpful Report

Posted 4 years ago

“£85 and Test did not come back in time for flight, customer service were nice but unhelpful. I asked to speak to the supervisor and they refused to speak to me. They say they will have the test back within 48 hours. They said to speak to the general customer service line, which I did. They said i should speak to the covid customer service line. No one took responsibility. I have asked to be reimbursed.”

Helpful Report

Posted 4 years ago

“Covid PCR test by Boots the chemist Fit TO Fly. Do NOT use- they cant be trusted to deliver the test kit when promised. Mine arrived late and then they blame a 3rd party delivery Co. The test provider they use is myhealthchecked.com they have an awfully complicated process that has system errors in it. Caused much time tasing and stress before tavel. I will not use again.”

Helpful Report

Posted 4 years ago

“Bought something with alarm attached so went to the lady one the till who told me I’ve got to use the self service. When I queried this I got the most bizarre answer - “We’re not allowed to use the tills for transactions!” And said once I’d paid she would take the security tag off. So I bought the item and got an ‘Authorisation Needed’ message. Looked round and the lady had wandered off. When she came back I told her it would have been easier to use the till and was rewarded with a shrug. Having paid by card, I looked round and she had wandered off again! Called the other ‘Customer Service’ Assistant who clearly didn’t know what her title meant. Awful service.”

Helpful Report

Posted 4 years ago

“Ordered online for home delivery. Part of my order was missing. Called customer service and it was confirmed that it was awarehouse mistake, but they would not send the missing items because the value was less than the postage to send them. This makes no sense because Boots was willing to refund the purchase price of the missing items AND the postage of the original order -which exceeded the costs of sending the missing items. Tired of this corporate nonsense. Boots has lost my repeat custom.”

Helpful Report

Posted 4 years ago

Boots is rated 2.6 based on 1,901 reviews