Boots Reviews

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

2.6 Rating 1,871 Reviews

39 %

of reviewers recommend Boots

2.6

Based on 1,871 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 28%
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

“I am writing to express my disappointment and frustration regarding my recent online order with your company. I placed an order-521875441 on [23/11/2022] for [ Emporio Armani She Eau de Parfum 50ml item no 10290111], and as of today's date, I have not received my order or any updates on its delivery status. I have attempted to contact your company multiple times through various channels, including email and phone, but have received no response or acknowledgment of my inquiry. This lack of communication is unacceptable and has left me feeling ignored and powerless in this situation. I understand that delays and unforeseen circumstances can occur in the shipping and delivery process, but the complete lack of response and updates from your company is unacceptable. I have already paid for my order, and it is unfair to me as a customer to not receive the product that I have purchased or any explanation for the delay. I expect a prompt response and resolution to this issue. I hope that we can resolve this issue quickly and that I can receive my order or a full refund as soon as possible. Thank you for your attention to this matter. Regards, Neeraj Shrivastava”

Helpful Report

Posted 2 years ago

“I was advised to collect my order in store Wednesday afternoon. Unfortunately, the goods had not been "checked in" at that time. i was unable to wait, so advised i would call in 7 days later. This time unable to find parcel, advised it had not been checked in. I explained I can only get out when i have a paid Carer for my husband. They looked into it further, then phoned Boots.com This time I was eventually advised the item was "lost". Two wasted visits. They reordered, then was told to call in within 2 weeks. I explained this would not necessarily be possible, as I have food shopping to do, and had already wasted two journies into the store.Emails back and forth, but getting conflicting answers quite unpleasant too. I have been messed around by what appears to be a very unprofessional company. i had to pay delivery charges for an item that should be in store anyway !! So unhelpful, and not a way to keep customers.”

Helpful Report

Posted 2 years ago

“I tried Boots online repeat prescription service for the first time. After a week of no contact I got an email saying they could not complete my prescription order because the doctor had refused my prescription. I phoned my GP, who said it had been issued 6 days before, and just sent to a different local Boots than the one I had selected. I collected it... no real problem. Then I went online to check that Boots would be trying again for me next next month, but found my account status was 'No current orders'. No other info. Could I just wait and see, or would I have to order again? I emailed boots online with all my info, and asked for clarification. I received a short automated email saying go online because we won't reply to this email. I tried another email, and a CS rep (or machine) emailed back, saying that they (CS) could not access my patient record to help, so I would have to ask in the shop. I had already asked in the shop and they did not know what could have gone wrong. My problem was not with a shop, it was with the online prescription service which had told me they could not complete my prescription order. CS had obviously not bothered to read my emails. I have deleted my Boots online prescription service account as I have zero faith that they can do the job.”

Helpful Report

Posted 2 years ago

“Had a 6month batch from doctors sent on Monday. Blood pressure pills X2. Tried calling Wed & Thurs to see if they got info 8times each day & no answer. Tried twice a couple of times & phone taken off the hook as engaged. I was outside the pharmacy SHAME.!!”

Helpful Report

Posted 2 years ago

“For four months in a row, the Boots pharmacy (nominated in the NHS app for my repeat prescription) has repeated the following, consistently - thank Heavens I did my reorders 11-12 days before running out of pills I cannot stop taking, as I saw they were absolutely shockingly slow: - 5-8 days (!) after the prescription approval by my GP after NHS app-based reorder, the pharmacy still did not send me any SMS notification as they used to (as per my registration for this service); - when I phoned in, every time they claimed: "oh, it just came through" (??? really? via NHS app? a week? walking from my surgery to them with a paper prescription would have been 40 minutes), "not ready yet, we were about to do it for tomorrow" (miraculously, this "tomorrow" was stated whenever I phoned in, and I intentionally let it play out for above mentioned increasing number of days); - when the medication was not obtainable, they did not notify me, nor did they try to order it - the entire process only started when I phoned in and the above (let's call a spade a spade) lies were aired; - in the most recent case, they simply shrugged shoulders, told me to phone around and try to find the prescribed pills myself. To add to this, they were never reachable via the phone (sometimes bombarded them for 3-4 hours! and nobody ever picked up), so had to drive there, queue up (without any possibility of just checking status of my prescription). Their timelines are in direct and incredible violation of what is stated on NHS pages in terms of even worst case scenario of online prescription timelines through the system... When I checked these with several other (large chain and independent) pharmacies, they literally laughed off the timelines that Boots pharmacy was demonstrating (and claiming). They seem to be casually playing with people's lives, plus repeatedly using falsehoods that are ludicrous. To compare this with the experience of having to find another pharmacy for that prescription: they solved it the same day! To compare them with my current pharmacy I nominated after I had enough of Boots lies & delays: the very same day that my GP approved the reorder, it reached them and they already prepared it for me to collect. Amazing, isn't it?”

Helpful Report

Posted 2 years ago

“The boots of the shopping chalestonw is a joke, the pharmacist has already sold me wrong syringe and today said that the strips for insulin that I always bought in the pharmacy never existed there. Fakei that I buy with a pregnant staff and she said that there is no one pregnant I always bought with this staff, besides harming me was unable to check in the system a product I buy every month at the pharmacy, told me That I need prescription, always sold me without prescription.. A joke”

Helpful Report

Posted 2 years ago

“My partner bought a pair of £15 reading glasses in Boots’ Stirling store and used them to do her makeup a handful of times before they broke. By that time she no longer had the receipt. The manager refused a refund or replacement, despite the shoddy quality of the glasses. Will be avoiding Boots from now on!”

Helpful Report

Posted 2 years ago

“A complete sham of a company, paid in full and never received the £329 Dyson hair dryer. It then took a another month to get a refund after 15 phone calls to a bunch of rude call centre staff.”

Helpful Report

Posted 2 years ago

“Absolutely disgusting service, it has been months they have lost my parcel and just fibbing me off.”

Helpful Report

Posted 2 years ago

“We were unable to use our gift cards in store and when we tried going on line, met with an error that meant the order couldn't be processed. Having eventually managed to contact customer service, which is worse than useless, we were told the matter had been resolved. I've just tried to reuse the £25 gift card to be told it's empty. Clearly it isn't because we haven't been able to use it. The online service is appalling, as is customer service. Most unhelpful and frankly useless. Effectively, Boots have our £25 somewhere but we have no goods. Definitely stay well clear of them.”

Helpful Report

Posted 2 years ago

“None existing online service. An absolute waist of time.”

Helpful Report

Posted 2 years ago

“Order meant to be delivered 30 days ago, no update from boots been going into my local store where it was meant to be delivered but still nothing sent emails just been ignored”

Helpful Report

Posted 2 years ago

“Next day delivery order not received 7 days after the order was expected. Unable to speak to anyone or get a refund until 5 working days after expected delivery date. No explanation given as to why the courier had not even received the item just offered a refund. Very poor customer service, call handler was clearly use to this kind complaint.”

Helpful Report

Posted 2 years ago

“Total lack of customer care, contacted them several times via email and all you get is a case reference number, nothing is ever done - don't even go there trying to use the telephone!”

Helpful Report

Posted 2 years ago

“Clearly I am not alone here reading other reviews . The online service is awful . I have spent nearly 2 hours trying to order 4 items, the website is throwing all my items out of the basket at checkout, the so called CS link will not work to try and contact them. So I waded through their pages , finally found an email which responded as No Response and left me with no options to contact them.Ringing may be a the last attempt but why bother? I will go elsewhere . Their stuff is on offer which is why I wanted it but the stress is too much . I would rather pay more and get a swift sensible website that does what it says with good CS. Boots, you should be disgusted with yourselves.”

Helpful Report

Posted 2 years ago

“I have been using Cambridge, CB5, Newmarket Road's pharmacy over a decade, because pharmacy used to be opening in the longer hours, it's flexible to collect the medicines. Recent years , pharmacy's opening hours have significantly reduced... At same time, the quality of the service from worse to horrifying (many helpful staffs have left, few old faces still there, however, most of them are totally the time wssters. Very poor managemen. Long queue, long waiting in medicine-preparation (takes more than a week to prepare,), after received a ready to collect text, still needs waiting 40minutes to a hour in the store for collection, Regularly, missing or misleading on receiving prescriptions from the GP.”

Helpful Report

Posted 2 years ago

“Awful service. I ordered some items specifically because there was a free gift with the purchase. My order was supposed to be delivered to my local store, but somehow got lost. I had been waiting for around 3 weeks. I was offered a reorder or a refund. I asked if I would still receive my free gift if I reordered but was told it wasn’t possible. I asked if next time there was a free gift promotion could I be sent one and was told it wasn’t possible. I was offered advantage points, but I don’t or want to use a card. Basically treated with an “oh well” attitude. It’s no wonder they have so many bad reviews. I’ll spend my money elsewhere from now on.”

Helpful Report

Posted 2 years ago

“Our local Ammanford Boots rudely made the queue of customers wait to purchase items due to the only two staff present who were concentrating on the prescriptions...fed up of waiting up to 10 minutes we left without buying and were pleased to purchase the very same items at a discount store nearby at nearly half the price....Thank you Boots and Bye bye”

Helpful Report

Posted 2 years ago

“We had our sons 1st optician appointment at the epsom boots store today. On a normal day we would have been at the appointment earlier then normal. But we still called the store to inform them we were around the corner but there is alot of traffic. We had to then wait to get a lift down from the car park in the Ashley center. Got to the boots check in area. Where we were then informed we could not be seen as they have a 10 mins waiting time after which they will not see the patient. I spoke to the customer service agent at the desk who informed us they were already running late so us being there late was an opportunity for them to cancel which they jumped at. This is a very disappointing service provided and I cancelled all my service going forward from this point with them too. They need to fix up and understand that delays can sometimes not be avoided and look after their customers better. I have a sister that works for the company and I have also informed her that I will no longer be spending a penny in any store of theirs. Avoid this store as best as you can. Not a great service provider and defo no respect for their customers.”