Boots Reviews

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

2.6 Rating 1,889 Reviews

39 %

of reviewers recommend Boots

2.6

Based on 1,889 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

“Incompetent and Unprofessional I ordered a Britax car-seat which was faulty. I rang and spoke to an advisor, Michel who stated child safety was of the upmost importance to Boots and another would be sent out quickly. I had an email just after our call to advise it would be 6 days before delivering the replacement, but no arrangements had been made to pick up the faulty car-seat. So I rang again the next day and spoke to another advisor who put me to a Manager at Head-Office, Mkechi. A pick-up was arranged. I was a bit cheesed-off as I have two wait in on two separate days, for delivery and pick-up. The manager offered £20 advantage-card points as a gesture of goodwill and said they would be on my card within a few hours. Two days later the points still hadn’t gone on. After two more calls and spending well over an hour on the phone they finally updated. Apparently after speaking to the original manager and discussing the Incompetence and Unprofessionalism, I was told this was acceptable. I will leave you to draw your own conclusions as to whether ordering online with this company will work for you.”

Helpful Report

Posted 6 years ago

“The goods delivered are in terrible condition. These are gifts and everybody is damaged or marked and feel filthy with dust?! Will not be using this service again and definitely not worth being charged for this service.”

Helpful Report

Posted 6 years ago

“Absolute waste of time. Went to buy electric toothbrush. First a cashier told me, they are out of stock, despite they advertise they have stock. Then, after demanding, seeing a manager, another sales assistant finds the stock. Got to pay for it, turns out I can't part pay with their own advantage points and pay balance in cash. What a waste of time. Never ever ever again shop there!”

Helpful Report

Posted 6 years ago

“My personal opinion is to advise anyone printing photos off on line NOT to use Boots printing service until they investigate Snapfish and their procedures. Please read on and make your own decision though. On 30th October I ordered, using the online service, 15 no. 7 x 5 prints and was asked to purchase a collage 10 x 8, which I did. I was given the date 6th November to pick up from my local store. The photos went missing and Snapfish, the company Boots use, were extremely unhelpful. They kept stalling saying "wait another day". I asked twice for the Directors name but they ignored my request and there was no admittance of fault by Snapfish or an apology. They said they would ring the store and email me back. They did not email me, I had to email them. They say they had been ringing Boots store. Why they didnt email them, I couldnt say but Boots were not answering the phone. However, the Boots local store Manager and staff were very helpful when I called them and was answered. 7 days after the date I was given, a set of photo's arrived in store, whether they were reprinted and sent while I was being stalled, I will never know but my concerns were because the photographs are of my child & I was worried where they had been sent to. On checking the photographs ONLY 3 of the 15 no. 7 x 5 photographs are of any use. They were supposed to be showcasing dresses/make up/hair at a special event. The other 12 photos are either positioned so you cannot see all of the dress ie train missing off the bottom, top of heads missing, legs cut off, photos blurred or the writing on them is half cut in half. The collage shows the missing parts of the photographs, and proves it was not because I had positioned them incorrectly on line. The photo processing system said the photos were acceptable. However, there is supposed to be a border of approx' 5mm around each photo in the collage and around the edge of the whole collage. Snapfish have missed off the border and the edges of 4 photographs and the border is missing completely either side of the collage. It took many emails, 2 trips into town and 2 phone calls to receive these photographs, 7 days late, after they had gone missing to which I can only use 3. The Boots Manager was apologetic and sorted me out with a gift card but Snapfish would not even write an apology or give me the Director's details. I wonder if he/she knows how appalling the 'service' they provide is!! When I emailed Snapfish asking for a written apology they replied 'we have contacted the store and it has been sorted by them'. I received that reply within 24 hours, pity they were not that quick trying to sort out my missing photographs!”

Helpful Report

Posted 6 years ago

“I ordered online with boots and selected next day delivery. I left work early went into store and it wasn’t there. I went the day after again as I called them and they said it should be there. Again it wasn’t there. I went the day after again and it wasn’t there again shockingly. I had to reorder because it went missing. Baring in mind I needed that order 6 days before I needed it. I logged a complaint and no one got in touch. So I contacted them on Facebook and the only thing they could do was apologise. Not only did they not respond to my email but I only got an apology. Pathetic never again will I order from them. They’re not reliable at all.”

Helpful Report

Posted 6 years ago

“disgusted by the lack of customer service at Boots in Bournemouth. Left waiting, asked for assistance and was basically refused. Unbelievable! Will not be back.”

Helpful Report

Posted 6 years ago

“I was expecting a boots order yesterday with 6 items in it. I only recieved 2 items. Finally got a response to my questions 48 hrs later. Parcel lost in transit. Now I’m waiting longer for my next response. Farce”

Helpful Report

Posted 6 years ago

“Disappointed with my visit to the Ferndown store today, went in after advice on multivitamins and iron supplements, I walked in, asked the lady behind the till for advice, started explaining what I needed help with and she rudely interrupted me and said 'I am not a pharmacist, I cant prescribe or recommend medicines/supplements, you need to go to your doctor for that', she then went on to give me advice she had purely collected from her own life experience. I am disappointed that your staff are not trained in their products, in a shop full of medical supplies and drugs, in order to sell them safely, correctly and have customers leave happy and satisfied.”

Helpful Report

Posted 6 years ago

“Do not be fooled by the completion of an on-line order. I purchased an item to the value or £399.99 on a weekend with bonus points. My purchase went through successfully, the money was taken from my account then within 24 hours, I had an e-mail to say my order had been cancelled. Boots are not able to give a reason why, just a list of possible reasons. The customer services phone-line takes ages to get through to so I e-mailed Boots. Their response is within 2 working days. Day 5 and I have not received a reply so have just spend the last 20 minutes on the phone trying to sort this issue. Boots still had my money as they had overlooked the refund. My refund has now been processed but could take up to 5 working days to appear in my account. Boots are doing the same bonus points offer this weekend but I do not have the money to purchase the item again until I receive my refund. Boots have therefore given me a case number so that I can order the item once I have my refund and they will honour the bonus points, I have to phone them again though!!! Lets hope the item is in stock when I order! Very disappointed with Boots!!”

Helpful Report

Posted 6 years ago

“Got aids from their own brand tasteless chicken wraps, IM STILL A VIRGIN!!!!”

Helpful Report

Posted 6 years ago

“I was in the Lurgan store this morning to print some photos, only when I asked the staff member (who had seen me at the machine for 10 mins) for help she informed me the machine has been playing up and it should have a sign on it. I asked her if I should cancel my order on it then and she said no!? Again I asked her to help me use the machine and she said ..Oh I haven't a clue about that, they bring in these machines and never train us on how to use them. Think I'll print pictures in Tesco from now on.”

Helpful Report

Posted 6 years ago

“The Boots Online Pharmacy home Delivery Service has failed me twice in a row, they claim its royal mails fault that my prescription has not been delivered twice in a row leaving me without meds despite ordering in plenty of time. The trace and track codes they supplied refered to a delivery from 2013 to the other side of the country, I have complained and chased this with them again and again and I am now just being ignored. I suffer from Stress related disorders and really could do without having to chase them to get my meds delivered before I run out”

Helpful Report

Posted 6 years ago

“Boots click and collect - will never use this service again. I received damaged goods and it took them 3 weeks and 3 emails to advise me that i can return the goods back to store. Thanks it was cheap product, the fuel will cost me more to go back. I never used and not going to use your poor service again.”

Helpful Report

Posted 6 years ago

“I am a frequent visitor to the Boots branch in the County Mall, Crawley. I have also worked in the company before and had nothing but a pleasant experience. I go in there to purchase food for my lunch as I am busy running a shop of my own. The self service checkouts are always having problems whether it be software or customer made. Every time I go in there is a problem with the self service machines, I join the line and wait for a staff member to come and sort them out so people can carry on using them. It's always a struggle to get any staff member to help and there are always so many staff pottering around. Today just took the biscuit. Waiting in line yet again and all 3 self service machines were out. One woman waiting on one and the other 2 empty but with error messages. There was one staff member on till ringing his bell continuously the whole time I was there, nobody came. I might add on my way in I see about 7/8 staff members not doing a whole lot and some even chatting amongst themselves. After about 10 minutes I dropped my stuff back and went to Gregg's to get my food. In and out in a couple minutes. On my way back I see that the machines are still all not working and no sign of any staff members to help. They need a serious chat about customer service. Lost a sale and many more before I consider going back in. What's the point in all of the staff members if none of them help out? What's the point in the till bells if no-one answers them?”

Helpful Report

Posted 6 years ago

“Booked an appointment to get my vaccination done at the Piccadilly branch. Got to the store on time, the guy behind the til made me wait for half an hour citing the doctor is with someone else. When I finally saw the doctor she told me she was only informed of my arrival 2mins ago so nobody actually told her I was waiting. No apologies from the guy either...Extremely unprofessional”

Helpful Report

Posted 6 years ago

“Bought 2 meal deals at Manchester airport on 29th October. Both included your Chicken salad gluten free sandwiches. I wonder if anybody in Boots has ever tried one of these sandwiches. Shared one with my wife. To say it was disgusting is an understatement. The bread tasted awful, the chicken absolutely tasteless. Neither of us were able to finish our half sandwich and the second one was binned. We travel a lot and often buy sandwiches from Boots at the airport and all have been excellent ..... apart from this. Go on Boots, try one and see what you think ....”

Helpful Report

Posted 6 years ago

“Yesterday being Monday the 22 October 2018 I visited the boots opticians in Bognor Regis. While there I witnessed the worst customer relations that anyone could expect to encounter. The Manageress there who I saw on her tag named as Laura was rude and arguing loudly and openly for everyone there to hear. She was a complete disgrace to Boots which is suppose to be a very good reputable company. They lost trade from me that day when I was going to purchase both glasses and contact lenses. As long as that manager is in that store I should advise all to avoid it. On the way out I heard two staff in the shop shake their heads and say here we go again...… Obviously its a normal event for them...So come on Senior management sort out this store please,,,,the Opticians ran by this manager is a complete disgrace.”

Helpful Report

Posted 6 years ago

“Shocking customer service. I asked to speak to someone in complaints after being messed around with my order - I was told there is no complaints team so i asked to speak to a manager at which point I was put on hold and no one came back to me. This is not how to treat your customers to ensure they are loyal to you. Please contact me ASAP”

Helpful Report

Posted 6 years ago

“I have had problems with my glasses from Boots, since I bought them at the Tewkesbury branch about a year ago. The lenses in the first glasses were wrongly fitted which meant my distance vision was blurred. After trying to adjust them to fit staff at the store eventually decided on a remake. I wasn't happy with these glasses because they didn't feel right and the reading area of the varifocal lenses is too far down the lens. I was made to feel like a "problem" customer so I decided to take them in the hope they would bed in......they haven't! Boots failed in every aspect of the glasses fitting process and the customer service was among the worst I have ever experienced. They should have persisted until they got it right. I would certainly NOT recommend.”

Helpful Report

Posted 6 years ago

“My local Boots misread my prescription today and told me that my local medical centre had told them I was not allowed to have the prescription. On visiting Boots to find out why their was a delay in getting my prescription and after a long time checking records, the pharmacy admitted that they had misread my doctors prescription (it was printed). They thought it was for a medicine I had been prescribed earlier in the year and that they had not heard of this newly prescribed medicine. This new medicine is for a heart condition. On being told that I could not have the drug I contacted my cardiology consultant to check that my prescription was correct. Tomorrow I will have to call his secretary again to say that the problem after all was not at the hospital end or my local medical centre, but solely caused by Boots. This seems like a stunningly poor and potentially dangerous service by Boots and a waste of valuable NHS time. It also caused me considerable stress and anxiety. Boots did apologise but only after I insisted they keep checking their paperwork. It all looked quite chaotic.”

Helpful Report

Posted 6 years ago

Boots is rated 2.6 based on 1,889 reviews