Boots Reviews

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

2.6 Rating 1,915 Reviews

38 %

of reviewers recommend Boots

2.6

Based on 1,915 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 75%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.9 out of 5
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

“I paid extra for next day delivery (ordered 3:00pm) and have waited in all day. It is now 7:00pm and I have received an update on my order that it is to be delivered in 3 days! I won't be home to collect my order then so have requested a refund.”

Helpful Report

Posted 7 years ago

“Booked a private flue vaccination via your online booking system for Friday 14/12/18 at 09:00. Arrived at South Molton store in Devon at 08:55. Staff stated that I should not have been allowed to book on line and that there was no Flu Vaccination for me. They tried to call head office in Nottingham but no answer. They referred me to a competing Chemist within the town and I went there. Staff were very stressed, un-friendly and lacked care. Dreadful customer service and systems do not work.”

Helpful Report

Posted 7 years ago

“Hi There My Name is Nanette Wadey On Sunday December 9th I went into the Bognor Regis Branch and ordered and paid £30.00 for the Liz Earl gift Set as it was on special offer. As there was none available they ordered it for next day delivery to your Rustington Branch. I went to that branch several times this week only to find out that my order had not been and would not be delivered. Although I have had a refund it was extremely irritating and inconvenient to visit the branch several times to no avail. I therefore will not be recommending Boots to any of my friends as this was a very frustrating episode.”

Helpful Report

Posted 7 years ago

“Boots will be the next high street retailer complaining "trading is tough and we can't compete with the likes of Amazon". Well instead of moaning they need to fix their online trading system and warehouse so that customers receive their orders on time and in good condition. It's not hard to do and it's a great way to retain customers rather than driving them away never to use you again. Product ordered, had to pay for delivery which arrived 5 days later despite the online system suggesting the parcel was out for delivery 3 days earlier. Good totally trashed. Who in the warehouse things that a plastic shipping bag is suitable packaging for a set of loose toiletries and cosmetics. Come on. Emailed customer services straight away, 4 days later no response. Facebook Messenger twice, nothing. Today on hold on phone for 20 mins, no answer. Boots no doubt pays their head of online a ridiculous salary for running a total shambles. The way to compete with Amazon is to copy way they do. Easy ordering, rapid cheap and reliable delivery and fantastic backup when things go wrong. Come on, get your act together Boots.”

Helpful Report

Posted 7 years ago

“Lost my order couldn't be bothered to even email me to let me know will never buy from boots online again”

Helpful Report

Posted 7 years ago

“Will never use boots online again, Placed an order in November it still hasn't arrived. Stupidly placed another order for store collection this time and that hasn't arrived in store. When contacted customer service was told basically to claim a refund and reorder although half the things I had ordered and paid for were no longer in stock and the aftershave I ordered is now at full price and I would have to pay full price now. Would not recommend Boots.com to anyone for one order not to be delivered fair enough it happens but for two of my orders to not arrive disgusting especially when these are gifts for people. If I could give them no stars I would and there customer service staff need to go on training courses on how to deal with customers.”

Helpful Report

Posted 7 years ago

“SHOCKING COMPANY... WILL NEVER ORDER FROM THEM AGAIN ORDERED AND THEN CANCELLED MY ORDER AND DID NOT REFUND MY MONEY, EMAILED AND CALLED TO NO AVAIL, WILL NEVER USE THERE ONLINE PLATFORM AGAIN. TERRIBLE COMPANY. DO NOT USE.....”

Helpful Report

Posted 7 years ago

“I asked at the perfume counter for a recommendation for ‘green’ perfumes. The assistant asked if I meant green in colour! She said she had never heard of perfume described as ‘green’. I told her it was a classic description of a scent like floral or mossy. She said no, they didn’t have anything like that and treated me to a look that said ‘pathetic old nutter’. I could forgive that, partly because she was French but what I couldn’t forgive was the good old moany gossip she had with her mates as I walked away. I went to John Lewis and had a good old laugh with the assistant there and happily gave them my £100 instead. Boots: train your perfumery staff in, er, well, perfume, and not to be rude to customers.”

Helpful Report

Posted 7 years ago

“Wanted to pick up some medication for my partner. Stood there ignored for ages.the elderly lady in front of me said she had been there for 15 mins. Medication had been left on the counter. Went to find someone to serve us to be told they were very busy. Disgusting service.”

Helpful Report

Posted 7 years ago

“I made a click and collect order which I was unable to collect. The t & c s promise a refund after 14 days. A month later I tried to get this, several e mails went unanswered except for an automated response. Then I was asked to resend all the order details I had given in the email. After 2 weeks of this I phoned boots.com. It took 3 minutes to get past the "data protection spiel" but then a very nice man sorted it out and an e mail confirming the refund arrived in minutes. If running an on line company, get the on line communication working.”

Helpful Report

Posted 7 years ago

“Terrible , shambolic service at Boots Opticians In Brent Cross. My child went for a regular eye appointment which required the application of Cyclopentolate eye drops to dilate her eyes. After waiting over an hour the assistant advised that the eye drops they had available were out of date ! Why no one regularly checks the expiry on the stock is beyond me. They had us waiting another 30 minutes, apparently in order to source the eye drops from another opticians (Vision Express), who apparently refused to provide it. In conclusion , the assistant advised us to keep calling over the next 3 weeks to enquire whether the drops are back in stock! Suffice to say I won’t be doing that. They clearly need better logistics and service at this place.”

Helpful Report

Posted 7 years ago

“My friend and I were in Boots yesterday and looking to buy makeup from benefit and we heard a man talking to a girl, he was telling her off and it sounded very threatening and it was horrible to hear. The girl was young and we felt sorry for her. We wanted makeup for a party but after that we left and will not return. No one should speak to someone like that especially in front of people in a shop. We will never return because we are young girls and that is not okay. We will shop at Debenhams from now on”

Helpful Report

Posted 7 years ago

“Order some items on line to be delivered to the store came 3 days late and half the order missing”

Helpful Report

Posted 7 years ago

“Boots cancelling orders with no reasons given and customer services having no idea either ... utter frustration for customers with no way of clarifying matters”

Helpful Report

Posted 7 years ago

“I ordered some items online and one arrived damaged. Boots helpline told me to return the goods to a store who would send them to their warehouse and the send out a replacement!!! I thought the whole point of online shopping was to avoid the high street. The damaged item only cost just over £3 and the fuel costs and car park charges would far outweigh the value of the item. Never again!!!”

Helpful Report

Posted 7 years ago

“DO NOT print your photos here (Chester)! It's a nightmare. Their system is outdated, slow and VERY expensive! It tries to get you to pay extra deceitfully; after stating that you want to collect them next day at the start (because it's a lot cheaper) at the end of the process it asks if you want them instantly giving the same figure that you would have paid for next day collection, BUT it's actually double so at a glance you think you're getting a good deal! And don't ask for help, they frankly couldn't give a toss! And that's after waiting AGES for help, with only 1 person working during busy Christmas shopping. On another occasion my mum didn't know how to use the system and the employee treated her so badly she was left in tears. Disgusting. I don't expect service like this from a long standing company like Boots. We will not be back and will advise all our friends not to either.”

Helpful Report

Posted 7 years ago

“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 7 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 7 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 7 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 7 years ago

Boots is rated 2.6 based on 1,915 reviews