Boots have a Customer Happiness Grade of F. Customers are happy with their prices, delivery and customer service but are unhappy with their returns process and refunds.
“
No issue with them but treated myself to 25 days of Xmas which was said to contain a high price of product compared to what you were paying.
”
- Michelle Maire Orrell
“
Good price on quality perfumes
”
- Michael Chomyn
“
Good news there was 10% off the £100 price.
”
- Nigel
“
Placed an order on the basis of an offer emailed to me by Boots. The offer wasn't applied at check-out. Emailed customer services, but just got pointless, generic emails. They wouldn't cancel the order - told me I would have to take delivery and send it back.
Boots are fine if everything goes OK, but any problems and their customer service is awful, rude and unpleasant.
”
- SP
“
Ordered 23rd of April 2025. Estimated delivery 26th of April 2025. It never arrived, no courier details were given, so Boots cancelled on the 3rd of May 2025.
11th of June 2025 and still waiting for my refund. Have emailed about 10 times.
I ordered in good faith, Boots took my money but didn't fulfill their obligations to me. 5 weeks of emails and have still not received my refund.
”
- Anonymous
“
It has still not arrived 1 week after due delivery date.
”
- Anonymous
“
There was no option to cancel the order so when I went to the store I asked them if I can return it back, as when you go to returns in the app the first option says simply return it to the store.
”
- Kate
“
Immediately contacted customer service advised to complete a returns form & return which I immediately did.
”
- Gill Elgey
“
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.
”
- Gilly
“
Don’t refund items that you send back as faulty
Pathetic company won’t be using again.
”
- Anonymous
“
Ordered 23rd of April 2025. Estimated delivery 26th of April 2025. It never arrived, no courier details were given, so Boots cancelled on the 3rd of May 2025.
11th of June 2025 and still waiting for my refund. Have emailed about 10 times.
I ordered in good faith, Boots took my money but didn't fulfill their obligations to me. 5 weeks of emails and have still not received my refund.
”
- Anonymous
“
Refund would take 14 days as well.
”
- Anonymous
“
I am extremely disappointed with the service I received at Boots Kings Heath Birmingham on 27th August.
”
- Anonymous
“
Boots has really declined in service and quality over the years.
”
- Anonymous
“
Very good service
”
- Anonymous
