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

“Lady working at the Specific Skincare counter at the huge Brighton’s Boots store near Churchill Square is a bit stingy and off when it comes to handling with me. Twice i’ve Been served by her, one time she lied about a box filled with multiple products that comes in a set, that she claim was ‘New’ and ‘I just put it on the shelf’ which I clearly saw that the price tag said: ‘Clearance’. Called her out and she said: ‘oh I meant the other one. Few days ago I walked in to get another product, she sold me that and she opened her drawer to give me a free sample, I saw the moisturiser sample that was in the drawer and I asked her if I could have that instead of the (x) but she told me: ‘we haven’t got any I’m afraid’ ... does she hate me or what?”

Helpful Report

Posted 6 years ago

“just been to Boots Bridgwater, no wonder they are closing stores. Wanted to print photos from my phone, asked lady at desk who directed me to self service area, couldn`t get my phone to connect to the print device, asked lady for help she asked what phone it was, when I said Huawei she said oh we have problems with them, then walked off to serve at till. I continued to wait for further assistance but none was forthcoming.. poor service.. need to get trained staff who know what they are doing to assist customers like me who are not technology minded”

Helpful Report

Posted 6 years ago

“I made an order that I needed ASAP for a serious matter and paid for next day delivery to the store to pick up and yet it was still not there 3 days after”

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Posted 6 years ago

“Went in to get a prescription at Boots on High Holborn. Was told they had no stock available via their supplier and to try some other pharmacies in the area. The nearest one given was in Oxford Street! (est 2miles - I was on a working day!). Frankly I am appalled that the leading pharmacist in the UK cannot supply a prescription drug promptly. It would seem that I am doomed to have this condition worsen thanks to their inadequacy. I'd give my eye teeth to find a competently managed pharmacist in the UK and would be grateful for any suggestions.”

Helpful Report

Posted 6 years ago

“Awful Service! Placed an order online so I could collect it airside at Manchester Airport, for some reason Boots.com decided to decline the order, no explanation, nothing. They sent me an email saying that I hadn't been charged for the order, but is the money in my account, oh no!!! I now have to wait 3-5 working days for them to get their act together. Their Customer Services Department is worse than useless. PLEASE THINK CAREFULLY BEFORE USING THEIR ONLINE SERVICE, JUST BECAUSE THEY ARE WELL KNOWN, DOESN'T MEAN THEY ARE GOOD....”

Helpful Report

Posted 6 years ago

“Booked for an Eye test on Saturday online, all got confirmed. a lady called me from the store saying she was also trying to book it for a customer but it is showing as not available anymore because obviously I got it booked in, so she asked me to cancel mine even though it was fully confirmed, then she can book it for her customer!! I also told her I can not attend another time but still she said I'm so sorry but I have to cancel yours! I believe I had a priority because the system booked me in first. how awful is that!! I WILL NEVER ATTEND BOOTS FOR AN EYE TEST FYI, it was for the Warrington Golden SQ Shopping centre Saturday 11.05.2019”

Helpful Report

Posted 6 years ago

“Repeat prescriptions take up to 5 days to process”

Helpful Report

Posted 6 years ago

“The worst customer service I’ve ever experienced both in the shop and over the phone, got ripped off I found the same product cheaper went back to Boots store they told me it’s my fault you should shop around we are not the cheapest, Its medical so non returnable, out of principles I called customer service I got the same feedback, lost confidence in this retailer never trust their prices bad attitude and greedy”

Helpful Report

Posted 6 years ago

“I’m not sure after reading the other poor reviews if boots actually take any notice of them. Below is my email interaction with Boots customer care: Dear Boots customer care, This is my first delivered order with boots and as you will see I have ordered items in lots of three to benefit from the special offers. When my order arrived I noticed only two magnesium sulphate containers and on checking my order there is only two listed when I believe I did order 3 of this item. Logic tells us I’m not going to order 2 and miss out on the third free. Please advise. RESPONSE FROM BOOTS: Thanks for contacting us regarding your recent online order. I’m sorry to hear that you are missing your free item from this offer and I appreciate you letting me know. I have had a look into this for you and I can see from your order that you have only added two of the qualifying items into your basket when you placed this order. For the 3for2 offer to be applied all three items need to be added to the basket and then the free item discount is then added at the checkout stage. This works the same as if you were purchasing the items from a store; you would take three items to the till to receive the offer. Without adding all items to your basket I'm afraid we would not know to put two/three items in your order as our warehouse packing system is automated from the information that you submit. You are welcome to return the two items you have to your local store and place a new order over the tills for the three items. Alternatively, you can return the items to us at Boots.com for a full refund using the provided Returns Note and your invoice. Thanks again for contacting us. Your personal reference number is 43148137. If we can help in any further way then please let us know by calling us on 0345 609 0055. Alternatively, you can contact us via Twitter at @BootsHelp or on our Facebook page https://www.facebook.com/BootsUK/. MY RESPONSE: I did press the request button three times but obviously didn’t notice it said three on the final order. As this is the first time I’ve used your online service to purchase it’s, I’m disappointed that I now have to go through a long winded process to get the third item. Sadly to say, rather than jump through hoops to get the third item (when it’s obvious by my order that all items except this one registered 3 items per product) I have decided I will delete my Boots app and source my products else where. The only failing on my part is not checking that all items registered the 3rd request. System error/customer - I know I requested 3 items so I put it down to the app. I would have thought in this day and age technology would be flexible enough for you to send out the third item as a good will gesture. It’s obvious from your email that’s not going to happen thus my response as a first time on line customer. BOOTS RESPONSE: Thanks for contacting us back with regards to your order. I am sorry to hear that you feel this way and I appreciate you letting me know. Whilst I cannot change what has already happened, please be assured that I have shared your comments with the relevant team so they’re able to internally review this in their next meeting. I apologise for the disappointment caused. Thanks again for contacting us. Your personal reference number is 43148137. If we can help in any further way then please let us know by calling us on 0345 609 0055. Alternatively, you can contact us via Twitter at @BootsHelp or on our Facebook page https://www.facebook.com/BootsUK/. MY RESPONSE: Dear customer services, I am disgusted that you totally ignore my concerns and have not agreed to send out a third item. I do not believe this isn’t doable. It is for this reason I am returning the complete order for a full refund and go back to using a previous supplier. I will also go onto all appropriate review sites to write a review about my experience. It seems it will cost you more to process this return than it would to send out our third item. Finally, I wish to raise an official complaint into the way my order as a new online customer has been dealt with. A very unhappy customer. AND I’M STILL WAITING FOR A REPLY RE MY OFFICIAL COMPLAINT.......”

Helpful Report

Posted 6 years ago

“Boots, Reform Street, Dundee. Missing items from prescription (insulin!), wrong meds offered, completely useless and getting worse. Desperately seeking an independent alternative.”

Helpful Report

Posted 6 years ago

“I received an email to say get 200 points simply for downloading the Boots App for the first time, I downloaded it but did not receive the points. Despite numerous emails querying this and sending a copy of the email and terms and conditions, I was told that there was nothing they could do and to make a purchase and the points might be added on. Absolutely Rubbish Service!”

Helpful Report

Posted 6 years ago

“Unfortunately I lost my 300 points voucher in a store. 1. The staff in the store tried to help and told me they’d call me back - but no one did. (Amazon or Apple staff would CERTAINLY have done it) 2, I then rang Boots customer service explaining the situation, hoping for a goodwill bonus - as I told them I wished to spend > £50. The lady said no, we don’t do that - full stop. Awful. I still wonder how they think they provide an empathetic customer service?! They need to be careful if they want to keep their customers - as there’s lots of competition out there. I’ll spend my money at Superdrug’s instead - and told the Boots lady so!”

Helpful Report

Posted 6 years ago

“Snooty staff.. advantage discounts not applied at till.. never heard a please or thank you from any member of staff.. I'm sure this store will be the first to go under..when store closures are announced.”

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Posted 6 years ago

“I visited your Cromer branch yesterday 2nd May 2019. I asked the girl at the counter if they stocked Boots No 7 lip balm, in a tube. She replied have you looked. I said I don't know where to look. She then took me to the lipsticks. I explained it wasn't a lipstick it was a lip balm. She then said no. So I left. I don't think was good customer service at all.”

Helpful Report

Posted 6 years ago

“Boots.com has in their terms and conditions that you cannot cancel or amend an order until after it has been delivered. This is a breach of the Consumer Contracts Regulations and they couldn't care less, from support to customer services to the office of the CEO. I have reported them to Trading Standards via the Citizens advice bureau helpline and would encourage any other customers to do the same.”

Helpful Report

Posted 6 years ago

“Well where do I begin, I was prescribed two inhalers the pink and the blue one, I phoned my doctor and they said they will send the prescription to Boots, so I went to Boots and the pharmacist asked how can I help you? I said to the pharmacist I'm here to collect my inhalers and the chamber, I then gave my full name, she then asked me when did you request them? I said two days ago I think, she then said that she couldn't find them and she asked me for the name of the two inhalers, which I had no idea what they were called because I'm not a doctor or pharmacist, so I said that it was a pink and blue one including the breathing chamber, she looked on the computer and asked me when did you last have them? I replied oh I'm not sure, a little while ago, she then said there's no record of them on the computer, I said that's odd because I've had them prescribed by my GP and that I was to phone the GP surgery when I needed them again... She proceeded by asking me if was breathless? I said, I can't go without my inhalers what if I have an asthma attack, but she asked me again if I was breathless at the time, I was now getting anxious and worried about not getting my two inhalers. I asked the pharmacist to phone my GP surgery to find out what has happened to my prescription, she took my advice and phoned my GP surgery. The Pharmacist then said you phoned yesterday, it usually takes 48 hours, I then said but surely I can't go without my inhalers, ok it was yesterday I phoned, she asked me are you breathless again, to my shock and now embarrassment and anxiety, I replied again, surely I cannot go without my inhalers why don't you phone my GP and ask him? The pharmacist then asked me to take a seat, so I sat down and listened to the staff sniggering behind the desk, by this point I was feeling absolutely awful, I was anxious, paranoid, worried, confused, embarrassed and upset. I must have sat down like a little school boy for at least twenty minutes before the same pharmacist asked me to the desk to ask me my address, this is after i had already told her my address three times, so I repeated myself again and to my amazement and astonishment the pharmacist had my two inhalers along with my breathing chamber. I left the chemist feeling anxious, angry, confused, embarrassed, shocked and sad that it took so long to give me my prescription that I had phoned in the morning and day before, giving Boots pharmacy plenty of time to make up my prescription, which in my opinion, a very important prescribed medication for asthma. This has not been the first time I've had problems with Boots pharmacy and their prescribing method. I cannot for the life of me understand why the pharmacists question my GP and me, question my medications, make me feel like a child, embarrass me and cause me to become very anxious and upset. I have taken it and put up with it for way too long and now I have had to change my pharmacy to a more satisfactory and professional level and in my opinion understanding pharmacy. Not only have Boots pharmacy lost me as a result of their incompetence and lack of professionalism with my prescriptions but they have also lost my consumerism, for example I used to buy my aftershave, deodorants, shaving utensils and shaving balm and I can assure you that the aftershave I buy is very expensive. To sum up my experience overall, the words disgraceful and incompetent come to mind, lack of understanding, lack of common sense and humbleness, embarrassing, anxiety provocing, time wasting and on some occasions childishness. I am not the first of my family members who have been forced to change their pharmacy from Boots to another, it's a shame and such a pity that Boots has caused me so many problems, it's happened before and it'll probably continue to happen but not for me anymore because the whole inhaler situation was so ridiculous that as a valued customer I have chosen to take my dignity back and spend my money elsewhere. It's with great sadness I've had to write such a long and terrible review but it's also good to get it off my chest.”

Helpful Report

Posted 6 years ago

“Shopping today in Southshields King street Nobody on tills waited spoke to another customer who came in and she said been tills twice walked around shop hoping would be manned once she came again.Gave up left purchases.”

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Posted 6 years ago

“Accepted my order then nearly a week later refunded me and stated they couldn’t fulfill it. Don’t have items on your website if they aren’t in stock.”

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Posted 6 years ago

“I am a regular customer and I went several times to boots in didsbury Manchester and unfortunately I found the staff very very unfriendly. They are not patient with customers and sometimes ignore people who are asking questions. I am so disappointed with this shop and never go there again.”

Helpful Report

Posted 6 years ago

“4 weeks on and am still waiting for my nectar points”

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Posted 6 years ago

Boots is rated 2.6 based on 1,888 reviews