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.

Visit Website

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: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Honestly Boots doesn't even deserve one star! Please avoid making any online orders with Boots especially prestigious items such as perfumes! I had placed an order for a one million perfume along with FCUK gift set and two deaodrants. I received everything apart from the One million perfume! On contacting customer service, they said they will investigate and it will take 5-10 days. I kept on waiting for a refund but at last they refused! They said their investigations show the perfume was packed? However here I the customer did not receive it?! My parcel did not have the perfume in it but Boots did not care. They literally have kept my money to increase their profits. Pathetic company ever! Never will I ever shop again for Boots! Worst company, worst customer service!”

Helpful Report

Posted 1 year ago

“They have got rid of all manned checkouts in Boots at Burton Upon Trent. All self serve checkouts. Unfortunately I don't agree with this, they are taking jobs away from people. Therefore I left my purchases and walked along to Superdrug who have actual people working on their tills.”

Helpful Report

Posted 1 year ago

“Boots appear to be in a downward spiral. I predict they will disappear from the high street in 2023. Their customer service is a lesson in inefficiency and ineffectiveness. They are not in control of their business. Their Customer Services Director is completely asleep at the wheel.”

Helpful Report

Posted 2 years ago

“Absolutely amazing service! I did my online order on Monday, where I managed to get everything I desired. It was estimated to arrive next week, which is understandable due to current situation. But it arrived today, 2 days after placing my order!! What a service!! Even in the current crisis, boots are still providing the best service. Wouldn't shop anywhere else. Thankyou to all the hardworking key workers. :)”

Helpful Report

Posted 5 years ago

“Do not consider working for boots , these days it does not care at all about its workers on the shop floor . All retail is under pressure during these very worry of times but Boots are going beyond what is acceptable with its work force . Almost everyone I work with is so disgusted at the treatment we are getting . I am currently now doing the job of three people following cut backs on staffing levels, my pay is frozen even though all of my overheads have increased , I struggle to survive even with the basics of life. You get no thanks for working so hard only criticism, it’s truly miserable . Management have their favourites usually those that supply gossip concerning their work colleagues , it feels like we have regressed to Victorian working conditions . I am genuinely a really hard worker and not generally a negative person but I can’t not speak out any longer , enough is enough”

Helpful Report

Posted 6 years ago

“I’ve been disappointed with my recent visits to Boots Pharmacy. Compared to other providers😉, the experience is lacking. I’ve since tried Xitromeds, and the difference in service quality was like night and day. Boots still has potential, but right now, it's falling short. The staff often seems overwhelmed and not very attentive, and getting help takes far longer than it should. On one occasion, my prescription was delayed without any clear explanation, which was really frustrating. The overall service feels rushed and impersonal, like you're just another number in the queue.”

Helpful Report

Posted 2 months ago

“Boots appears to exploit a loophole in its return policy by only disclosing non-returnable items, such as medicines, on the receipt after purchase. This information is not displayed on shelves or at checkout, leaving customers unaware until it's too late. In this case, the product was sealed and unused, yet still deemed non-returnable. Customers should be cautious and verify return policies before purchasing to avoid similar issues.”

Helpful Report

Posted 5 months ago

“I visited boots in Canterbury on the 27 th September looking for a lipstick, I asked a L'Oréal assistant for advice. I had the best assistance helping me with all My make up needs and showing me how to apply all my face make up , this young lady made my day,as I was going through a bad time in my personal life , iam a lady of 68 years young , and this assistant deserves to be thanked by your company for her professionalism , The young lady is Called MOLLY PARKER please thank her for me and be proud of her as an assistant in your store , I purchased all make from her .”

Helpful Report

Posted 9 months ago

“Sadly a shadow of it's former self. Products often out of stock, stores with empty shelves, understaffed and long queues. Online shopping platform riddled with bugs.”

Helpful Report

Posted 9 months ago

“Once again, 6 + customers waiting in an otherwise empty store at the Leatherhead Pharmacy counter. One person serving, only wanting Ibuprofen I still had to join the queue as was told no one else allowed to serve 'over the counter' products. When a second assistant came out (first had by then 'disappeared'), on hearing another customers mild rebuke about lack of service she promptly replied, not with an apology but with 'you know I don't have to serve you'. Supermarkets and other services would quickly open another till, Boots consistently ignores you in medium / small stores.”

Helpful Report

Posted 9 months ago

“I was looking for a Philips OneBlade 360. Apparently they had one at Boots near me and it was cheaper than most places. I drove over to the shop but they didn't have one there. They had the pro version, but not the standard 360 that their site said they had. -1 Oh well, the pro had more features that I didn't care for, but it was cheaper than the shop down the road and I wanted it now. There is no checkout at the store. Only self checkout. -1 The price rang up on the self checkout and it differed from the price online. I called a member of staff, who told me that the price was different online, which was obvious. She said that the shop didn't price match their own website. -1 I walked out.”

Helpful Report

Posted 10 months ago

“Is this even legal? I placed an order online yesterday and paid with Apple Pay; I was a bit surprised that there was no confirmation screen for me to check the details before placing the order, but the process seemed quick and slick so I wasn't complaining. Today I logged into my account and noticed that the delivery address had been transferred from Apple Pay incorrectly, the street name doesn't appear in Boots' system. To be clear, this was an automatic transfer of the address, I wasn't involved in any way- also, I don't have any problems with other suppliers when I use Apple Pay, so I imagine the problem is with Boots and them alone. So I called customer service and explained the problem. The apologised politely enough and then POINT BLANK REFUSED to change any part of the delivery information! Instead they want me to wait for an email from the Post Office, then try to arrange delivery to the correct address - i.e. the Post Office and I need to work together to fix Boots' error! I'm not even sure this is possible as I'm pretty sure some Post Office deliveries cannot be changed or rescheduled once they send their confirmation email - but I'll have to wait and see once the email arrives. Is it even legal to send goods to an incomplete address, knowing that the buyer will not receive them?”

Helpful Report

Posted 11 months ago

“I have been trying to get a refund for an item I never collected from Boots, they have been really difficult and tried to avoid giving a refund, now been told another 30 days for an item I never even had. What a shambles, shocking customer service, ignoring my emails and not replying to FB messages in a timely manner. I wonder how many refunds are stashed in their bank that should be back to customers. This should be illegal”

Helpful Report

Posted 11 months ago

“One online order for standard items to click and collect was split into two separate packages. Only one has been delivered to store and collected by me with the app stating the other has been collected (untrue). The store staff have checked their system to confirm not yet received. Unhelpful online response from Customer Services other than to wait another 7 days past original EDD.!! Hopeless system and service and currently £70 adrift with no refund offered. AVOID !!”

Helpful Report

Posted 1 year ago

“Certainly! Here is a revised and polished version of your email: I am writing to express my concern about a perfume I purchased today for £109. Upon opening it at home, I noticed that the bottle was leaking and, most importantly, the scent was different from what I expected. I believe the perfume might be counterfeit. I returned to the store to address this issue with the staff, but they refused to exchange the product, citing the absence of a manager. This situation is troubling, and I am concerned that the store might inadvertently be selling counterfeit perfumes.”

Helpful Report

Posted 1 year ago

“Would give zero stars if an option Would give zero stars if an option, my order did not go through but I was charged and 7 calls later and 2 emails I am still awaiting my refund from 15th Feb, awful as they said it is website issue as the reason the order failed, I have been told different information on each call and keep getting told my refund is on its way but all lies, then spoke to a manager who sounded thicker than the lot of them, fuming, con artists. BEWARE!!!”

Helpful Report

Posted 1 year ago

“Boots Boots Boots...the new low they strive to sink to is never ending...bought a mascara for my wife which was placed in the wrong location and ended up with the wrong colour. tried to exchange it at the abysmal store in Kingston Park, Newcastle but apparently on the back of the receipt, that is after you buy the product, it says make up is not returnable...how many of us read the back of the reciept after purchase. Called 'customer care' and they are just as useless as the store. absolute and utter disgrace. tried to call the store manager but the store phone number asks you to go to the national 'customer care'...absolute disgrace which proves why we abandon physical stores...and soon Boots”

Helpful Report

Posted 1 year ago

“From the start, my experience with BOOT's online service has been incredibly frustrating, arguably the worst I've encountered. The company's choice to utilize the UK Post Office for delivery has significantly detracted from the service quality. Not only have I found their delivery service to be unreliable, but attempting to contact customer service has been a futile endeavor. On the rare occasions when my calls were answered, the line was disconnected before the conversation even started. My attempts to cancel my order because i NEVER RECEIVED IT!! only added to the frustration. I was informed that the refund process would take up to 19 days. Given the substantial cost of my order, this delay is unacceptable, forcing me to wait nearly three weeks before I can consider repurchasing the item elsewhere. For a company that represents a British institution, this level of service is not only disappointing but also embarrassing. I had high hopes for a smooth and efficient online shopping experience but was met with obstacles at every turn. The lack of accessible customer support and the prolonged refund process have left me feeling disregarded as a customer. It is with regret that I find myself compelled to advise others to AVOID shopping online with this organization. I plan to share my experience across various review sites to ensure potential customers are aware of the challenges they may face.”

Helpful Report

Posted 1 year ago

“I ordered from the Boots website and they sent me the wrong products.When I contacted CS they asked me to send the parcel back. I never heard from them again. After a month of chasing my refund they emailed back and said the parcel didn't have the correct weight and that they won't refund me. Nice way to increase income. If you didn't know it was Boots you would think it's a scam! When I sent a formal complaint I received a standard reply saying: Thank you for your feedback. And that was that. Money gone! I am absolutely furious.”

Helpful Report

Posted 1 year ago

“Been a very good customer and have spent a lot of money with Boots over the years and I am now very disappointed with the company. I tried to place an order for just over £60 using the code POINTSBOOST10 but it would not work as another promo was already uploaded onto my account. I couldn’t delete the other reward on my account. I called your customer care team and was transferred to advantage card team who said they couldn’t deal with it and also said they had many people calling today with the same problem so they transferred me back. I was told they couldn’t do anything about it either. Unbelievable. I asked to speak to a Manager but was refused. You have lost a very loyal customer.”

Helpful Report

Posted 1 year ago

Boots is rated 2.6 based on 1,871 reviews