Boots Reviews

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

2.6 Rating 1,888 Reviews

39 %

of reviewers recommend Boots

2.6

Based on 1,888 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 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

“so I was silly enough to decide that boots was the store I was going to order my Valentine’s Day gifts from and this is how my nightmare started. My delivery arrived and I was ecstatic till upon arrival there were a few items missing so then I got straight on the phone to boots. I was told to fill out a form and that it would take 72hours to investigate but a week later I was made aware that I would take another week. Today I was told I wouldn’t be receiving a refund since it was rejected on the 19/02/20. I called up on the 21/02/20 and yet no one could let me know that my case was rejected.so today on the 26/02/20 a manager told me she could have another look at my case.”

Helpful Report

Posted 5 years ago

“the worst customer service I have ever received in my life I have ordered £70 worth of items they said royal mail has delivered it to my neighbors and my neighbors said they didn't have it and boots customer service wouldnt do anything about it I wouldn't recommend ordering from them online ever. the worst online experience”

Helpful Report

Posted 5 years ago

“This morning I went to Boots in Malvern to pick up a prescription that had been there a couple of weeks. The Pharmacist said that I had already picked it up, I did not think I had so he took another look and found the prescription, No apology what so ever I had another one to pick up as well and he said it would be ten minutes so I went and done my shopping and returned. When someone in his position tells you that you have already received your medication when you know you haven't it makes you worry a little especially as I am 65 yrs this year and I have worked with people who have dementia. A little thought before he spoke would go far or even an apology.”

Helpful Report

Posted 5 years ago

“I bought several cans of toiletries in the Enfield Town store which were put into a small bag. The bag broke in the street outside and 3 products were dented. When I went back to explain what had happened, although they were replaced, I was treated like a nuisance. No apology was offered and I was told they didn't have any bigger bags which simply isn't true as I saw other customers being given them at the checkout. I really don't mind that the bag broke but a little courtesy goes a long way.”

Helpful Report

Posted 5 years ago

“I had been on their contact lens reward scheme for several years and all was well, They then decided to change the lenses I received via the post every 3 months, to much cheaper, inferior ones. Still charging me the same amount each month for the privilege though. When I complained about this, their response was a take it or leave it attitude... so I cancelled the agreement and now buy my lenses online. I’m bitterly disappointed with the uncaring attitude of Boots... but now save myself over £100 a year... their loss!”

Helpful Report

Posted 5 years ago

“Service was so good when they put a charge of £55 for the year for delivery I went along with it especially as I'm disabled and couldn't make alternative arrangements. Once I'd paid the service went downhill quick. No-one answers if I phone to check if my repeat prescription is going to be delivered Last time by the time someone answered the phone I'm told I'd had my meds the previous week - no I hadn't. Then they realised they hadn't applied for it. Not the first time this has happened. Be glad when the 12 months is up and I can have delivery for a £1 and better service.”

Helpful Report

Posted 5 years ago

“Very disappointed with Boots in London Road Headington! I made an appointment to have a flu jab and when I get the the pharmacist says that she doesn’t know how to do flu jab.. why did the system let me book the appointment? The next day boots send me a text saying that I missed my appointment? Looks like that I was the wrong one then”

Helpful Report

Posted 5 years ago

“I had terrible experience with my online purchase with Boots and Boots Customer Care. This is what happened: I placed my order online with Boots, I was briefly kicked out of their system during the process of completing my order, and it felt wrong that only the billing address was confirmed to me, not the delivery address. So I went to check the order confirmation email immediately, and noted that Boots automatically chose an address of my account for previous orders - my last order was over five years ago, and the address was of course way out of date. On this realisation, I tried to cancel the order or amend the delivery address online - but no options were given on my account. I then picked up my phone and called up the Boots Customer service, and it was confirmed that there are no option to either cancel/stop the order, not even amend the delivery address - basically there is nothing they could do! Realising this, I then spoke to my Credit Card Customer Service, I was given an authorisation code, and was explained that the retailer should be able to revert the payment/transaction with it. I went back to Boots customer care, again they said there is nothing they could do - not even to revert the transaction with the authorisation code, I would have to wait until further news of the delivery, and hopefully the delivery could be rejected - that's what I was told. Now, the parcel has been delivered - to the wrong address of course! I called up the Boots Customer service again, and again they said nothing could be done, as the parcel was delivered to the address given. To summarize, the delivery address was never confirmed to me when I placed the order, and there is no option available to cancel the order or amend the delivery address what so ever after the order was placed, and my refund request has been objected when I do not receive my order, basically I have not been offerred any solution at all after the order was placed, nobody has even tried as far as I am concered. As a customer, I feel utterly frustrated and disppointed. Shame on you Boots UK, and shame on you Boots Customer Care - you are utterly useless!!! Be careful to order online with Boots everyone!”

Helpful Report

Posted 5 years ago

“Appalling customer service from the pharmacy team at Guildford Road, Woking branch this afternoon. Time of arrival 17.15, 2 people ahead of me, 1 item on my prescription, time of departure 17.50. 2 dispensers seemed to be wandering around not doing much and couldn't care less how many people came in and were waiting. Surely they could advise at the time of handing the prescription over if there was to be a lenghty wait, no apology, nothing. If I wasn't desparate for antibiotics would have walked out.”

Helpful Report

Posted 5 years ago

“My local Boots in Hingham, Norfolk insisted that I carried home a large box which contained prescribed energy drinks. I asked if I could just take a few and come back for the rest either later that day or the following day with my car and the supervisor refused! The box was extremely heavy and I had to carry it home. NOT GOOD CUSTOMER SERVICE AND ABSOLUTELY NO CUSTOMER CONSIDERATION!!”

Helpful Report

Posted 5 years ago

“called at Abergavenny boots to collect 28 day repeat prescription and informed it was not due,when I pointed out it was ,and queried why I keep having problems,the pharmacy expert{as boots website] said if your not happy go elsewhere.i did and cannot thank boots highly enough,as I have now found a helpful,friendly and competent chemist”

Helpful Report

Posted 5 years ago

“Trying to charge for paper bags to put your shopping in?? Aren’t they aware this tax only applies to plastic bags, thief’s!! Will be advising trading standards as they are stealing from the general public!!! Also the customer service is rubbish, they would rather stand there talking to themselves rather than acknowledging customers and when you finally get their attention they have the face of a smacked arse (and not in a good way may I add) just awful”

Helpful Report

Posted 5 years ago

“Trying to charge for paper bags to put your shopping in? Aren’t they aware this tax ONLY applies to plastic bags! Think I’ll report this to trading standards! Then customer service is terrible they would rather talk to themselves than to serve customers, when you do try to engage with them they look like they have a face like a slapped arse (not in a good way) either!!”

Helpful Report

Posted 5 years ago

“Boots in Bluewater trying to charge for a paper bag to put your shopping in?? Are they aware that only plastic bags are chargeable ??? I’ll be in touch with trading standards as this is a violation of what this tax was put in place for!! Thieves and the customer service is poor everyone has a face like a slapped arse (and not in a good way) they would rather stand around talking to each other than serve customers!!”

Helpful Report

Posted 5 years ago

“I thought Boots were meant to be a major pharmacy? I went up to the pharmacy counter today at the Malvern Retail Park and the woman glared at me by way of welcome. I asked for a urine sample bottle. "No, we don't sell those any more". I then asked for some sticks to test for blood. "No, nothing like that". What a useless place. And this morning I saw a TV advert encouraging us to visit a pharmacy instead of our doctor. What a joke!”

Helpful Report

Posted 5 years ago

“If I could I would rate below zero If I could I would rate below zero, I ordered Christmas presents on 22 November, the stuff should come 29 of November, but I hear nothing from them till 22 of December, but money they took of course, they told that they going to send my stuff, like one month later, but I already went to big boots, because I ordered Clinique products and it took me few hours, so I asked to make refund and they agreed and told me to wait few weeks, so now it's 23 of January and I send them like 6 emails, my statement I called to my bank as they told me, I called them and there is still no money, I feel like I have to fight for my money and they said just we don't know, but we see we did refund. Its unacceptable and awful service, would highly recommend never have something with them”

Helpful Report

Posted 5 years ago

“The queueing system in Boots Brent Cross London pharmacy is terrible, or rather non-existent. There is more than one counter, but signs for prescription drop off and collection are in between counters, so it's unclear which counter is which. To complicate matters, the queue for appointments such as flu jabs is at the same place. There's no separation of queues, no queue barriers, no number ticketing system to say who's next. It's been like this for years, and every time I have to go there, people are complaining about it, yet they've done nothing to improve it. Awful.”

Helpful Report

Posted 5 years ago

“The pharmacy today a Lady Who served me wasn’t nice to me when I got my prescription today I was very upset when I got back home. I not came back again to boots I going to move in to Asda.”

Helpful Report

Posted 5 years ago

“Appointment booked months ago for today for my husband and i. Received reminder for 9.45 for me & 9.25 for hubby. ( i had 2 appointments). On arrival i am told my 1st appointment was at 9 & tough i’ve missed it and need to book another. We’ve been with this branch for 20 years. The staff have changed and no customer service at all now. No apology for their screw up with the reminders. Nothing. Theyve just lost 2 regular customers. So rude wont be back to Boots as a result of today. Their error entirely & no attempt at an apology. Their team used to be so friendly & helpful. Now they couldn’t care.”

Helpful Report

Posted 5 years ago

“I never received my bonus points vouchers through the post this January. I phoned customer services to notify them and was told not everyone gets them every time. When I said I’ve had the card for thirteen years and have always had them sent, she said I was lucky! I use Boots to gain these points. If this is the case, I shall go elsewhere in the future where products are cheaper. If it’s a lottery I may wait years to be lucky again.”

Helpful Report

Posted 5 years ago

Boots is rated 2.6 based on 1,888 reviews