Boots UK Reviews 71

I visited Boots at The Fort Dunlop to purchase a specific item but couldn't find the item so visited the till where a mature lady pointed and said its in the skincare section. I went over to that section but couldn't find it or anyone to help me. I then saw a member of staff who was on her break doing her own shopping so politely asked if she could help and she did, to which I was grateful, but she also couldn't find the item so she said I'll find you someone to help. Suddenly the same lady, I'd asked earlier, on till was walking by so the staff member called out to her to help me. The young girl walked off back to her shopping and left me standing there. I walked over and said, is that lady coming to help, she said no, she said she already showed me. What a complete shock, as she didnt show me, she pointed to the skincare section. As a mature woman I cannot believe she lied. I won't be shopping in that store again as their customer service is completely disgusting. Jenny!! You should be ashamed of yourself. At least Superdrug staff take you to find your items if you can't.

A NEW SCAM I returned a parcel via Royalmail which has been delivered 30/03 and I’m still waiting for my refund, trying to fob me off with:
As outlined in our terms and conditions, we’re unable to accept returns sent via Royal Mail collection. We recommend using a tracked service that provides full delivery confirmation when returning items.
What’s the difference it has still been posted and delivered by Royalmail with tracking and confirmation of delivery but these thieves have robbed me of £60 shocking company

Totally agree with reviews regarding poor customer services. I'm not convinced they actually bother to read your emails thoroughly as the response you get feels generic! After customers have taken the time to write to them you'd expect a little more due care and consideration. The box in which my order arrived was in tact but on opening two of the items were in damaged/ripped boxes and one of the liquid based items had leaked. Boots expect you to go through a long email process before getting some sort of resolution. You are then expected to do all the leg work before getting a replacement or refund. I got items delivered because I'm currently housebound, not acknowledged by customer services at all. As a loyal customer for over 30 years this is just not good enough!

I placed order online and received my order with broken seal. I contacted Boots the same day I received advising of this requesting a replacement/ return. However it has now been almost 3 weeks and I still haven’t received any updates from boots. It’s frustrating as I have contacted them on numerous occasions now.

I placed an order (817451048) on 13 March with a guaranteed delivery date of 16 March. Not only did the item fail to arrive, but I later discovered—after checking the tracking—that it had not even been dispatched, despite being told otherwise. This is outright misleading.

What made matters worse was the handling by customer service. I was initially told to wait several days before any action could be taken, even though the item hadn’t been sent. I then contacted them again and was falsely informed that a refund had already been processed and that I would receive a confirmation email shortly—which never arrived. When I followed up again, I was given a completely different explanation, being told the refund now required “manual authorisation.”

This level of inconsistency and lack of transparency is extremely concerning. Customers should not have to chase basic information or be given conflicting and inaccurate updates.

As a result of this failure, I had to purchase the item elsewhere. I am still awaiting my refund.

I would strongly advise others to be cautious when ordering from this company. Based on my experience, their communication is unreliable, their processes are disorganised, and their customer service is far from trustworthy.

I recently placed an online order with Boots for my favourite brand of skincare and perfume, the total of which entitled me to a free gift. This was my first and last order from Boots. The packing and packaging was sub-standard so my items arrived damaged. I understood my free gift was to be brand new (as you would) but the item picked at the warehouse had been opened and the skincare contents tampered with.
I emailed Customer Service fully explaining how disappointed I was with Boots’ picking and packing service and the resulting damage to my items and free gift, only to receive a standard ‘copy and paste’ response with no acknowledgement of my actual complaint, and after three attempts at a positive outcome Boots have offered zero accountibility and have refused to exchange the second-hand free gift for a new one because they do not exchange free gifts – though they obviously have previously unless a member of staff opened it and tampered with the contents.
My experience of Boots’ online ordering and subsequent customer service has been appalling. I won't be buying from them again and I do not recommend.

Terrible service. You place an order, and they send whatever they feel like instead of what you actually purchased. When you contact them to resolve it, there’s no response. I’m increasingly frustrated with businesses that rely on chatbots for ‘customer service’ but fail to provide real support when it’s needed. I will never but from them again - online or in store.

I ordered goods for mothers day, the parcel arrived damaged and products missing. I have given them proof of the damaged box.
I have asked them to contact Royal Mail they usually take pictures of delivery.
Boots are taking a long time to respond in between emails.
Over a week now. The response I get is my refund, replacement has been rejected.
I have been a loyal customer to Boots.
I will no longer shop with them.

I bought online 5 items including a hair waver 39.99. 2 items arrived first, the waver and a shower gel, but the box was big enough for 4 shoe boxes. So the gel had leaked in transit some on the electric hair waver box. I wrote out a form , but next day took the waver back , the woman on till issued a refund didnot give a receipt when I asked. I also bought a different hair appliance. I saw a text saying a refund was issued. Next day, today 16/03 a refund of £4, was in my account. So the assistant issued the wrong item amount. I rang Boots who said I might not get a reply of complaint and to go to the Leicester store. I rang again to Nottingham office and they made a case for it. Tomorrow I am going in store and complaining and ensure I get a correct refund. DISGUSTING SERVICE , all the assistants are bothered about is getting you a vantage card and health check. With this rigmorol I dont want to shop at Boots now.

Visited boots Westfield today.
At 13:00 I asked boots man for foot talc.
Very helpful.
Led me to the right row.
Found the product.
Took me to a free till, yo pay by card.
Excellent service by Furqan.
Yen marks out of ten.

Pity that I cannot put this comment on the boots web windows.
O. S. C.Eng.
London

Appalling customer service

My order is now 2 weeks late - impossible to get any information from them.

Appalling.

Have tried several times to stop Boots sending me offers and how to get double points, last one wants me to download their app, I AM NOT INTERESTED, I do not want their APP on my phone.PUSH PUSH PUSH, NO I am never going to download nor do something I do nor want, tried to ring them to stop sending me tis rubbish, wherever their call centre is, they do not understand English all they do if they dont, understand me they just disconnect the call , the more I am pushed the less likely I am to shop there, I am 77 yrs old, and BOOTS has got worse and worse, so lease STOP sending me rubbish I do not want

I made an online order over two weeks ago and received an email to say that they could not fulfill all the order and a partial order had been dispatched to store.
Granted I was only charged for the part order.
That was the one and only message I received from Boots and needless to say there has been no delivery to store.
I called in twice to store.
First time on the delivery date and told to wait for a message that it had arrived. Never came
14 days later I went back in to same branch .
The store assistant couldn’t find my order number on line which was concerning. Told me a delivery was due that day and if it arrived I would get sent a message.
I heard absolutely nothing !

I turned to online customer service and what a joke that has turned out to be. As it was over 7 days since it was due I expected some help.
Having used the AI assistant without any success ( what a useless tool) I finally found two different numbers to contact.
One number did not recognise my order number and was no use whatsoever and the other number got me through to a real person. Great i thought!
No surprise when I was told by the operator that they could not hear me and immediately disconnected me.
Not to be put out by this I changed my location and tried the process again - got through to a different person who again gave me the same excuse of not being able to hear me and duly cut me off again.
I am appalled by this low level of customer service and I will never use Boots on line service ever again. This is not the way to help customers and the company should be embarrassed by the state they are in.
Now I’ve got to try and get my money back which I am sure will not be easy either !

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Today i visited Boots pharmacy on Cornmarket Street in Oxford.
This has to be the worst pharmacy in the whole of Oxford. Awful waiting times and awful staff. Today I waited 40 minutes from 5pm to 5:40pm in the pharmacy queue. When I was finally served i was told my repeat prescription that has been with them for over 1 week now still isn't ready and that I'll have to wait another 40 minutes for them to dispense it! told the pharmasist I couldn't wait and that I have now been out of my medication for 2 days. She didn't care in the slightest and didn't do anything to help me get the situation resolved or inform me that I could apply for an emergency prescription.
Absolutely disgusting service from the staff here and not to mention the 1-2 week wait for patients repeat prescriptions to be processed leaving patients in a situation where they do not have the medication they need. My medications prevent me from having a stroke or a heart attack this poor service from this pharmacy has now put my life at risk.
I work in a similar setting myself and this is definitely not the way to be running this service.
Avoid this pharmacy at all costs if you can as they put your life at risk!!

I ordered extra contact lens on the 13 February because I was going away to work on 2nd March they didn’t arrive they were sent to Boots Cribs instead of my address phoned Cribs they promised they would send them out so I had them for work didn’t arrive phoned Cribs they don’t know where they are they told me to drive around a couple of boots store and they my be able to give me some lol as if , the lens I need are prescription so not kept in store made a complaint and was told they would call me but ten day later still no lens no call and no work as had to cancel because I can’t wear glasses only contacts so I don’t think boots could organise a ——— in a brewery and still don’t know when I will receive my lens so no work again this week but they still keep take my standing order what a joke 😤😤😭😭£££££

Went to boots in Newmarket Road in Cambridge today (5/03/2026).
Asked the lady to help finding the right products for my pores .
Her reply: “don’t know much about it. Only working here 1 year. Let’s me google it”.
After google research she added: “come back if you do have any problems.” To do what exactly? Watching you google my questions?
Well done. You might just be off without her since I can google myself!!!

Item missing from order. Finding how to report was far from straightforward. Email sent. Automated response was verging on rude- no reply unless you reply to this email. As another reviewer noted there is no indication of any time line for a response.
Dreadful. Will not order online again.

I wanted to improve my look and Karen, on Boots No17 counter in Sunderland was absolutely fantastic. She tested my skin tone, recommended skin care products, did my face make-up and sorted the best deal. I look so much better and my skin is already looking better since using Future Renew. Excellent service from Karen

Inexplicable delay to the delivery of my prescription and Virgin Media levels of customer service. Tried calling the local pharmacy on the number given on their website. Number not recognised. Tried calling another local branch. Number not recognised. Tried calling two other branches. Nobody could be bothered to answer the phone. Tried calling two different 0345 numbers listed on their website. No one could be bothered to answer the phone. Tried emailing customer service using email address on their website. No response. Tried submitting a formal complaint via their webform. No response. This company should not be let anywhere near vulnerable people dependent on their meds. Quite appalling lack of accountability.

Terrible Customer Service system
An item didn't arrive and the system to complain is terrible. You have to send an email with all your personal details and have no idea when it might get through or if they will ever email you back.