What a company! Remaining aligned with the original founders vision, this company has recently partnered with Wallgreens. All they need to do is update their website with more products and give the consumer a longer time to order during the day to be accepted for next day delivery! Once this is done,they need to create an application for the phones which creates more buying and review power for them!!!!
I placed an order online and within a few days 2 out of 18 of the identical items arrived in a hugely oversized box, without any explanation. When I phoned, the telephone greeting explained that boots.com had been overwhelmed with orders due to current offers. Customers who had received part of their order were advised to rest assured that the remainder of their order would arrive within a few days. A week later, no more of my order and no contact from boots.com. When I called I was told that I had not been charged for the items as they were part of my '3 for 2' deal. I was told that I would not receive any more under this order since the warehouse was out of stock and I was invited to visit the website and place a new order (the 3 for 2 offer would probably have expired). I told the assistant that I was looking to boots.com to fulfil the order that they had accepted. The best they could do was to take another order over the phone, to include the 3 for 2 offer. Acceptable but hopelessly inefficient. Whoever designed their IT systems should be fired (perhaps they already have been!).
I'd like to share the distressing experience I had today 10.12.13 at 6.33pm at the Boots store in St Ann's shopping centre, Harrow. I purchased a varnish which I had tried and tested on one nail and was about to leave when I noticed a few more colours, I tried one which I genuinely assumed was a tester (it was grubby). I painted just the one nail and the colour came out clear however in the bottle the colour looked pink so I proceeded to place the varnish down. At this point a Boots advisor approached me and abruptly told me that I would have to purchase the varnish, shocked at her tone I told her I'm not obliged to purchase it and the colour was not what it looked in the bottle. At this point she told me it was common sense not to try varnishes, she was going to fetch the manager and told the security guard to make sure I didn't leave the store. This made me feel like a criminal, as if I'd stolen something, was demeaning and embarrassing. Sushila the store manager (I believe that is her name) came over and said I'd have to purchase the varnish, to which I replied absolutely not as the colour is misleading in the bottle compared to the painted nail. She carried on to explain about hygiene and I told her I understand that but as there is testers for lipsticks and eye pencils I assumed the same went for varnishes. Now surely, it would be a lot more unhygienic to have lipsticks and eye pencils testers than varnishes? At this point she barked "are you finished will you let my speak?" and if I carried on the way I was she would make me pay. The way I was? I was barely allowed to get my point across and as I had a sore throat and lost a lot of my voice I couldn't manage a lot of conversation in the first place! She threatened to ban me from the shop and get me 'removed' but on what grounds? I had a sore throat and couldn't even speak, was being spoken to like dirt infront of my ten year old Sister who at this point looked like she was going to cry. I reiterated to her it looked like a tester and had been trying on many before I purchased the first one, a statement which she ignored. I felt I was being ganged up on, I had the security guard to my right (he seemed like a nice fella and smiled when I jokingly told him he's making sure I don't leave the store only because I tried on a varnish on one finger, when the advisor went get the manager) the manager directly in front of me and her employee on my left. Did this manager have a bad day? Has she even got any managerial experience? Is she on a power trip? I have no idea but what I can say is she lacks people skills, she does not know how to resolve issues fairly, her approach is aggressive, rude and patronising. Upon leaving I informed Sushila I would be making a complaint, she asked for my name, I refused and at which point she barked "because I will forward your name onto customer services as well" shocked at this point I couldn't believe what I was hearing and had no words for her disgusting attitude. I work for one of the most expensive and lucrative brands in the world and would never dream of treating any one of my clients like this. This situation could have been resolved easily if the advisor and manager approached me differently. It was a cheap £4.99 item and I may have paid had they been kinder and explained that they don't do testers for varnishes just make up etc. The commotion they caused was unnecessary. I have never been treated to badly in a store before in my entire life, I shop at Boots as it's my first choice toiletry store but I'll never visit the Harrow branch again and will ensure I tell everyone what a horrifying experience I had there today. I have emailed customer services, I've also tried to call them but they're closed, I will definitely call again first thing tomorrow morning. I cannot believe in this day and age we have people like this working in established stores, I suggest Boots extensively re train the employees involved on customer service (that's if they've even been trained before) and have a lengthy talk with them about their future working for the company and how to resolve issues without having to ruin a customers day and making young girls leave the store near enough in tears.
I'm not looking for free vouchers, money off coupons or free products, I'd appreciate a personal letter of apology from Sushila herself.
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i placed my first online order with Boots and was absolutely disgusted with how it turned up. the box containing Xmas gifts had been torn open, and there was no paperwork inside. 2 sets of socks that are held together by card had the card ripped. 2 mugs in boxes had torn boxes. an expensive mens skincare gift set in a tin was dented. a set of royal jelly hand creams were open and rolling around in the box. I did e-mail them and they said that I can go to a store and exchange them or I could send them back for replacements. I ordered online as I am busy and do not get time to go to the shops!! and if I send them back and have to wait for inspection before they send replacements out, how do I know that I will receive the replacements in time for Xmas???????
unfortunately, I do have another order placed with Boots and am dreading the condition in which they might turn up.....FINGERS CROSSED!!!
My mum had to wait two weeks for painkillers and her inhalers after Boots at Gosforth Newcastle Upon Tyne couldn't be bothered to send them out despite many calls! Excuses were ' well I've been on holiday and your prescription has been lost' Tried speaking to their so called manager who clearly did not realise it wasn'tt hold and I clearly heard her say. . oh god not that woman again! ! My mother deserves better! ! avoid Gosforth shop!!!
The prescription service from my local boots pharmacy is so unreliable it is farcical. Nearly every month when My husband goes to pick up his medication he is told "we haven't got it" and when asked why they haven't picked up his prescription from the surgery no explanation is offered, apart from "I don't know, I wasn't working yesterday". The reason he relies on Boots to collect it is because we both work awkward hours and he needs his medication for a serious heart condition. When the chemist didn't get it this Friday he was told it wouldn't be ready until the following Tuesday! This is a serious problem when he needs his medication every day. This is the Selbyroad leeds branch. One star, not rude, just indifferent.
Had my 2 year old daughter at the doc's with a bad chest infection which she was prescribed a course of steroids and antibiotics went round to Boots Hamilton road Cambuslang Glasgow and they never had 1 thing on the prescription which I think is absolutely diabolical at this time of year and her appointment was 5.30 so never got to pharmacy till 5.45 I never managed to get the medication which should have started asap. I am very unhappy with this as its not the first time
Mary Harrison found this review useful
concerns about getting medicine as i am housebound . no problems any more . phone doctors for prescription . who then passes on to boots and hey presto it is delivered to my door which i am very thankful for thank you . thats not all they telephone a time for delivery great service boots
Boots is my first port of call for perfume, photographs, Christmas gifts, general toiletries and make up. I absolutely love the Advantage card and collect points on things I would buy anyway like soap and shampoo, have it delivered to me which saves time and having to bother in the supermarket/ out shopping and then use the points for something fun for me!
I love the in-store photo points so that I can organise my own photos and I make use of them for the CD/ mini photo options as well.
The staff are always friendly and courteous, with lots of knowledge on the stock.
The only thing that isn't 100% for me is the waste of packaging for home delivery - the boxes are simply too big and packed with too much rubbish in general.
I would definitely recommend Boots.
I've used Boots online many times now but my most recent purchase was a new electric toothbrush. I treated myself to the most expensive Philips Sonicare brush that they offered which then turned out to be half price with an extra 10% off too! A £249 toothbrush ordered and delivered all for £112. What an amazing saving. It was delivered on time as promised and not a single thing to complain about. Very pleased and will continue to use Boots both online and in store.
This is my second bad experience however this one has the potential to cause me so much pain and suffering I accused Boots head Office of negligence which may lead to actual bodily harm. I had to write about it in a blog, http://bootserrors.blogspot.co.uk/2013/10/boots-customer-service-failure.html
I will be left tomorrow morning without any Gabapentin. the manufacturers advised 12th Sept that there will be none till November. My prescription was not ordered on 27th. I was advised yesterday sat that The manufacturers have none and essentially i have to go to the doctor and sort a replacement monday. This break in supply should have been communicated to GPs and patients on the 12th sept in order for other arrangements. Gabapentin is a drug to be weaned off over a couple of months due to withdrawal side effects being so strong. I will never enter a Boots store again and will campaign against them tirelessly till I die.
Lorraine Macfarlane found this review useful
I was given three different dates for the collection of my medicines, and also a date for delivery for the same order. Had two text, one EMail to say come and collect for the same order, guess what did not have all my order. Boots should stay off the Internet they are not ready for the real world
Lorraine Macfarlane found this review useful
Im Boots Bromley the majority of the staff are very helpful and efficient but on the prescription counter, particularly when waiting to drop a prescription off you can feel as if you have become invisible as the staff go about their business ignoring the growing queue of customers and not even acknowledging their presence and certainly not going to the lengths of telling them when they might be lucky enough to be served.
If I had experienced this once then it might be considered a misfortunate event but it has been my experience on several occasions and I now take my prescriptions elsewhere as do a large proportion of Bromley residents if conversations I have had with family and friends are anything to go by.
Very poor indeed Boots.
Lorraine Macfarlane found this review useful
I took a pescription into my local boots pharmacy in hull the other day to be told "i cant do that for you today,ive turned the computers off,you can leave it thought and il do it in morning for you".The store shuts a 6 and it had just gone quarter to.I said " oh how come you've turned them off" The lady(although no lady) said "ive got to turn them off sometime,you can go to another chemist if you like".am i wrong in thinking this is unacceptable.no sorry or anything.She didnt even ask what the prescription was for(items that my TYPE1 DIABETIC son needed,not urgently but not the point) and if it was needed urgently.I cant write what i said back,but put it this way i will not be using this chemist anymore.
Lorraine Macfarlane found this review useful
Well first off they use yodel After several bad experiences with this courier service (and now one more) I would never have ordered if I knew they used them.
Second my next day delivery order is still in transit 6 days after I made the order. I work with websites on a daily basis and boots.co..uk is hands down the worst customer service experience I have ever seen.
SO far all I can find is an email address which states they will try to get back to me within 3 working days. Is this some kind of joke, how on earth are they this bad.
My local Boots staff are very friendly and helpful. I would highly recommend Boots online store too. I've ordered a good few times from them and my orders always come fast and very well packaged. I've never had a problem with an order from them and you're kept informed via email right up to dispatch where you're given a tracking number. I've also had an order delivered to my local store and was kept informed via texts as to when it was available to collect. I did return part of an order that was sent to my local store and did'nt have any problems getting a refund. A very good company to deal with.
I was forced to cut short a weekend away when I needed to return to the North East due to a bereavement. I waited until 10am to start the long journey home as I needed some gaviscon from the local Boots in Aldershot. It was on a Sunday, 4th Aug howpever the store did not open until after 10.10 as we (there were others) were told at 10am that the pharmacist had not arrived. I did ask if I could make a purchase as I did not need the services of a pharmacist but I was very curtly informed that it was the law to wait. I cannot believe a well established store cannot abide by their own opening times as widely advertised. I have been a long standing customer of Boots but because of this attitude the store has gone down in my estimation which is a great pity as I always thought Boots to be trustworthy and dependable.
I have recently had a delivery from Boots.com.
Had a major issue with courier company and called Boots.com customer service to explain and feedback.
The advisor was attentive and understood the issue completely. As their system had crashed he took my details and promised to call me back as soon as they had restored. He called me back within an hour to say that it was a major system failure and reassured me that he would diary to call me the following day when his shift started.
True to his word, he did, having investigated my issues and advised of the next steps Boots.com would be taking.
He offered me alternative ways to order whilst issue is being resolved with courier.
I am 100% happy with the professional customer service I have received and will continue to order from Boots.com.
The courier company should follow the Boots example with customer service!
Up until recently I would have said lovely, always helpful. Occasional things gone wrong but rectified.
But after my recent experience in store at there pharmacy and the interaction with the locum pharmacist who openly on the shop floor, my medication and medical conditions and then proceeded to scare the living day lights out if me regarding one of my medications and also telling me I should not be taking it and other medication all prescribed by my GP.
I phoned boots customer care, to complain and felt like I was being fobbed off, a report would be made nothing more. So I emailed and then used there contact us form on there site and have not heard a peep from them..
Not acceptable boots...not acceptable at all.
was looking around the store in Boots in Ilford with my husband; I was on the next aisle when I saw one of the sales personnel pointing at my husband on the other aisle sort of accusing him as trying to steal. She then disappeared & his colleague came up to him (hubby) asking if if he needs any help. My husband replied no & said he was just looking. Less than 5 seconds later with the sales staff still beside him, the security guys pops & asks him the same question. ...hmmmm coincidence? No, I dont think so! I then joked at my husband that maybe they think he was stealing from the store. The security guy then followed us as if we had stolen something. We offered our bags to be searched just to pacify his paranoia but then he started justifying his actions saying he was just asking if he could help. Never in our entire lives have we been treated & felt humiliated as this!!! The manager apologised but the damage has already been done. And the stupid security guy looked smugged as we were trying to explain to manager what was happening to her.
My husband & I vowed we would never ever step on this store. Avoid at all costs!!!
Boots, Bridgwater high St. been on Boots Pharmacy yesterday because had gastroscopy and had for few days sore throat, as Saturday going to Boots if them can advise and sell me a product to relief the pain,.. The woman behind the counter of Pharmacy been very unhelpful to understand my problem, with the pain on my throat I explain 3 times my problem... her ask to another lady ( apparently more professional ) .. and back to me with the answer.. - There is nothing we can give you, only Paracetamol .... , obviously ... see notes there cero professional advise on Boots Pharmacy... , Hopefully opposite to the store is Superdrug’s .. Where the pharmacy staff, understands my problem on the first word, and offers me 3 different syrup and advises... .now my Throat going better.. Never Never.. Trust on Boots Pharmacy
I order make up from the boots website every 2/3 months, and either get it delivered to my apartment or to collect in store (depending how much I've spent). Delivery always arrives to either destination within the desired time and products are always packaged well. The only negative part of this process is having to part with my cash!
service left a lot to desire had a very bad experience took a long time to resolve with a purchase i made on line, now i shop around. boots in store were not helpful in my two local stores but another one i now use the staff are very polite
I order regularly from Boots online, and I have never had any issues. Deliveries are alway prompt, and always correct, even when I go a bit overboard and order way too many things more than I should (every time, LOL). Just can't stop adding to the cart (except when they are out of stock, which does seem quite regularly).
Huge election of things, very very easy to use, descriptions can be a bit sparse, specially on the ingredients of some of the haircare, but more comprehensive than another other site.
Love it, keep up the good work!
Boots in Manchester Piccadilly is brilliant. Always really helpful staff, great pharmacists, and they've always been happy to turn my unvalidated receipts into legit ones for Advantage Card points. Good value for money - their own brand Pro-Vitamin shampoo is ££s cheaper and just as good as a the bigger brand's (cough cough Pantene!).
Was served my items and I asked for assistant to look up one item so that I could order it in to store. I was told that it would have to be done separately and to wait aside so the assistant could serve the person behind me. What a lot of nonsense! The assistant should have done all of this in one transaction and called for another assistant to come and serve other customers. After waiting for other customer to be served the assistant decided she had to leave me to get someone else to help on the tills anyway. This assistant was clearly not competent in efficient service and did not seem to know what she was doing when it came to looking up and ordering into store.
Ordered online to collect instore- specifically choosing the branch nearest to my workplace. Went to collect, to be told I'd 'got the wrong branch' and I should go to the other one which 'would still be open.' It wasn't.
Went to the 'other branch' next day in lunch break and queued up, only to be told my order was in the first branch. Went back to first branch after work to discover they were closed early for Easter. Could not retrieve my order until 2 days later. Good job it wasn't urgent! Emailed them 4 days ago (they don't seem to have a feedback/customer service email contact, only 'enquiries') and they haven't bothered responding.
Really poor customer service and a waste of my time.
Have to say that I am very happy with all the orders that I have placed with Boots. I never had any issues with deliveries or the customer service when I rang up, and the orders are always packed securely and neatly. Very happy and would definitely recommd them to all my friends
I thought boots was a good company until I ordered an item for delivery.
Boots Contacted me to say my item will be delivered by Hermes Parcels on the 28th Jan 2013. Waited in from 8am - 8pm on that day! nothing even when I contacted boots customer services at 5pm to say my parcel has not arrived. They reassured me that hermes will deliver by 8pm.
Nothing came so contacted boots again and told them I give me a refund as i'm not waiting in another 12 hours for my item. Customer services apologised and told me they have told hermes to send it back to them.
Hermes tried to deliver my item on 29th Jan 2013 at 14:57 despite boots telling them not too. I was not home so who knows where the parcel is now.
I will never shop with boots again until they dump Hermes!!
1. Ordered two bottles of perfume on Boots.com totalling £116 on 09/12/2012 to be collected at a local Boots shop.
2. Receive email on 10/12/2012 informing me that the items would be ready for collection on 13/12/2012
3. Go to collect the items on 14/12/2012 to find that the tills were down. Called back later but the tills were still down.
4. Return to the shop on 17/12/2012 and the staff informed me that they had not received the order.
5. I contact the Boots.com support and they told me that the items must have been "lost in the system" - sounds familiar?
6. They then inform me that the items are also out of stock, hhmmm.
7. They give me a refund but tell me that it will take 3-5 days to get into my account.
So it would appear that Boots are taking money for stock they don't have.
Now I need to find the perfume to replace the ones I thought I'd purchased in the next 5 days before Christmas.
And during this time Boots have got my money that I need to purchase the items with.
Sorry Boots but you will not survive in todays marketplace with business practices and attitudes such as these.
Other reviews report similar experiences.
Awful delivery service and this is me being polite about it just totally awful don't order anything to get delivered not worth it at all. i ordered my things 3 weeks ago no response from the awful delivery company they use as to my orders location never mind when they are going to deliver it. impossible to find out any information from the delivery people and boots customer service couldn't find out either. i will never order any thing on line from them again.
I am still waiting for my order to turn up
My order 17860238 was for instore collection. Received acknowledgement, confirmation and delivery notification but article was not at store when I called to collect. Many calls and e-mails not responded. Still waiting ten days later. No updates. Nothing. Advise go elsewhere. This company is on a downward spiral as far as service is concerned.
last xmas i ordered over £100 worth of stuff- was delivered late and my boxes were squashed. they apologised and gave me 500 advantage card points. so i gave them the benefit of the doubt. i ordered my cotbed mattress last week- was meant to be delivered yesterday so i took the day off work and waited. it never came. checked with the couriers- who are the most uncontactable people on the planet! and they said it had been send back to depo as it was bigger than expected and it would be delivered at some point next week! its a cotbed mattress- it was always going to be cotbed sized!! so i call boots and get 'what do you want us to do about it?'. how about deliver my item that i payed for!!
the only thing they can do is apparently email the courier company and see what they say about giving me a new delivery date. no offers of apologies or compensation...nothing! so now i need to take another day off work 'at some point next week' and am completely expecting my parcel to have been trashed after over a week of being shoved about in various warehouses. not happy. a big company like boots should use a proper courier company and not flaming hermes who are all self employed car drivers. not good enough.
Helen Bowden found this review useful
They've lost my 5 year loyalty and now I am taking my business elsewhere! I go to the D&A (now Boots) opticians in Wakefield and the bad service all started at the beginning of this year... so they are lucky I stuck around so long.
They've chased me for appointments I'd already had; constant phone calls from various members of staff telling me I was due an appointment when I had been weeks before. I could have understood one phone call, but I kept speaking to the same people and explaining that I had just moved from the Leeds to Wakefield branch. Each time they reassured me the records would be updated, but days afterwards I would get the same phone call.
Letters saying my contact lenses would be put on hold, all because of the appointment I'd had but the staff were too incompetent to update my records.
And now at my last yearly check up it was sprung on me that my lenses were discontinued and was given a new trial pair. This trial pair were uncomfortable, too thick and sticky. So I called the opticians to explain this and they said they would send out a different pair... two weeks later and nothing had come. So I called again but there was no one available to speak to so they said they would call me back the next day - no phone call. So I called for a third time and the person on the phone didn't have a clue, I was left on hold for ten minutes. When she eventually came back I was told I would have to go in to get another pair and get my eyes sized.... I've been there 5 years and they have all that information. So basically they wanted me to travel to the store when all they had to do was post a pair of lenses.
Boots as is consistent as you can get, quick delivery always and prices reasonable. Site is easy to use and navigate and I get the same sense of security that I get when I visit their branches. Will continue to use, especially in the usually seedy word of pharmacy!
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