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Original poster

Boots order - item missing - I'm suspicious!

50 replies

RedPandaFluff · 03/01/2023 15:21

Hi all - I ordered three items from Boots and the box arrived today. I'd treated myself to a bottle of Chanel Coco Mademoiselle and also some cleansing balm and a mascara.

I knew as soon as I picked up the box that there wasn't a heavy glass bottle of perfume inside, and sure enough, just the cleansing balm and mascara were in there.

According to my order history, the order hasn't been split into separate deliveries, and it's all showing as one complete/delivered order.

I've emailed customer services and thankfully I videoed myself opening the box so I can prove to them that it wasn't inside, but I'm a bit suspicious that it's the expensive item that's been left out, and I'm narked that I now have to have a customer service battle when I already have so many bloody admin tasks to do this week! Anyone else had similar from Boots?

(I realise this is a trivial irritation in the grand scheme of things . . . but it's still annoying. If I hadn't videoed myself opening the box, they could insist it was dispatched!)

OP posts:
JaneJeffer · 03/01/2023 15:22

I'd be inclined to think it's an honest mistake.

ShirleyPhallus · 03/01/2023 15:24

I don’t mean to be rude but you have no idea if you’ll have a battle on your hands at all. You’re assuming they’ll accuse you of dishonesty but nothing that has happened so far actually suggests that they will

Youre worrying about something that hasn’t happened yet, worry about it when and if it happens but not before!

Thesearmsofmine · 03/01/2023 15:27

I’m not sure what the issue is. They will refund you or send the missing item out. There is nothing to say there will be a battle. It’s a risk you take when order online, sometimes errors happen.

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Nicknacky · 03/01/2023 15:29

Why did you video opening a delivery?

Original poster
RedPandaFluff · 03/01/2023 15:29

Maybe I am jumping the gun . . . I think I'm frustrated because their customer services site has "we're currently dealing with high volumes so expect delays" messages all over it, so I'm frustrated that it should have been a simple purchase but now I don't know how long it will take to resolve, and I was excited about receiving my perfume Blush

Okay, I'll stop being a child now Grin

OP posts:
JaneJeffer · 03/01/2023 15:30

I can see it's annoying @RedPandaFluff but now you've still got something to look forward to Grin

EarringsandLipstick · 03/01/2023 15:32

It's a very OTT reaction; it's annoying but as long as they respond helpfully, as I expect Boots will (I find their customer service good), it'll be fine.

Kerrylass · 03/01/2023 15:33

this happened me with sports direct. i ordered 2 items but only 1 was in the box. There was a little of over and back but they did refund me. Incidently i didn't video myself opening the box so had no proof other than my word. Hope you get sorted

PinkFrogss · 03/01/2023 15:35

They’re packed by people probably paid minimum wage. Sure it’s a bit annoying, but of course errors are going to happen

Candymay · 03/01/2023 15:35

I’d be suspicious of you because you filmed the opening of the box ha

Flapjackquack · 03/01/2023 15:39

Boots online seems to be a law unto themselves! They once sent me a completely different item to what I’d ordered (face wash instead of concealer) and the customer services guy tried to convince me to keep it instead, with no refund! It was 1) cheaper than what I ordered and 2) I had no use for it (I have sensitive skin and only buy brands I know are ok) They begrudgingly gave me a refund in the end and asked me to return the item to a Boots. A faff but I did it, the bemused cashier just chucked it behind the counter.

LadyGaGasPokerFace · 03/01/2023 15:39

I ordered some stuff through Boots before Christmas. I ordered it to the store. I picked it up and opened it in the car and sure enough a fragrance was missing. I took it back and they gave me the fragrance as assume it went ‘missing’, so they gave me one from their stock.

OttersMayHaveShiftedInTransit · 03/01/2023 15:44

The last Boots order I made was to be picked up in store when I arrived they handed me a small box - I queried it as I knew one of the items wouldn't fit in a box that size. The woman on the counter double checked and found a second box. The order wasn't marked as split (because it wasn't in the sense that there was a single delivery but in two boxes) so it may be that there is another package somewhere and they can track it for you.
On a separate occasion I had a blusher from them that had been able to rattle about in a large box and was totally smashed. I emailed a photo and they replaced it without question (I didn't have proof that it had arrived that - I could have unpacked it fine and dropped it on the floor for all they knew) so don't assume that you will have a struggle on your hands.

MargaretThursday · 03/01/2023 15:45

Candymay · 03/01/2023 15:35

I’d be suspicious of you because you filmed the opening of the box ha

I was thinking the same though.

People don't generally film themselves opening the box so the fact you did would raise far more alarm bells for me than otherwise.

Ostryga · 03/01/2023 15:47

MargaretThursday · 03/01/2023 15:45

I was thinking the same though.

People don't generally film themselves opening the box so the fact you did would raise far more alarm bells for me than otherwise.

Show quote history

Op explained why she did though - the box wasn’t heavy enough. Surely anyone would do the same if you pick up something? I would.

Prescottdanni123 · 03/01/2023 15:48

Why didn't you ask to check the box in the shop?

"This box doesn't feel very heavy. As I've spent a lot of money on these items, would you mind opening the box to check that the perfume is there?"

AllThatFancyPaintsAsFair · 03/01/2023 15:50

MargaretThursday · 03/01/2023 15:45

I was thinking the same though.

People don't generally film themselves opening the box so the fact you did would raise far more alarm bells for me than otherwise.

Show quote history

You wouldn't take a video if you could tell by the weight of the box that it isn't what you've paid for ?

You might want to consider that if it happen to you in the future

Doliveira · 03/01/2023 15:51

I ordered about 15 bottles of shampoo from Boots in one order when they were on offer, plus some other items. When I opened the box some of them had leaked. The box inside was a mess. All the bottles needed cleaning and drying. The packaging of the other things in the item was ruined.
Photographed it all and sent it to them. They said, if you aren’t happy with it, take it back to your nearest shop.
I said, it’s bulky, wet, a heavy large box that might disintegrate underneath.
They said, if you aren’t happy with it, take it back to the nearest shop.

customer service, Boots?!

Spenn · 03/01/2023 15:55

This happened to me with adidas, except I didn't open the parcel until Christmas Eve for stockings and it was ordered back in March! I whatsapped them and they refunded straight away. Impressed with them as it was so long. (And made a note to open things as they arrive )

bloodywhitecat · 03/01/2023 15:56

Candymay · 03/01/2023 15:35

I’d be suspicious of you because you filmed the opening of the box ha

It was the advice given on one of those morning TV shows before Christmas. They were talking about packages from Amazon etc not containing the phone/tech that had been ordered but something else. The expert's advice was that if you videoed yourself opening the package you had a much better leg to stand on if your were the victim of a scam package.

MargaretThursday · 03/01/2023 16:07

AllThatFancyPaintsAsFair · 03/01/2023 15:50

You wouldn't take a video if you could tell by the weight of the box that it isn't what you've paid for ?

You might want to consider that if it happen to you in the future

Show quote history

Wouldn't even occur to me to film it. But I've never had a situation where something is missing and when I've contacted the sender they haven't refunded it.

It would be easy enough to open the box carefully at the back, get something out and then make it look unopen as you open it from a different angle, so I wouldn't see it as proving anything.

dontgobaconmyheart · 03/01/2023 16:09

Well they are experiencing delays and have said so so I don't think they're unreasonable for that, you also have no idea whether there will be a 'battle' or have any reason to suspect there will be one really. These things happen OP, I'm quite sure it will be resolved and replaced. Retail is not an easy industry to work in and pays very poorly with very high expectations, targets and work hours for employees. I'd keep your 'suspicions' about the reasons it's missing to yourself and just politely state (with your evidence etc) that there is an item missing from your delivery and you would like this replaced or the amount refunded as soon as is possible.

Is the parcel weight not on the address label, as an aside?

JaneJeffer · 03/01/2023 16:10

Spenn · 03/01/2023 15:55

This happened to me with adidas, except I didn't open the parcel until Christmas Eve for stockings and it was ordered back in March! I whatsapped them and they refunded straight away. Impressed with them as it was so long. (And made a note to open things as they arrive )

Adidas have great customer service. Very helpful with DS when his football boots were not fit for purpose.

JaneJeffer · 03/01/2023 16:11

Prescottdanni123 · 03/01/2023 15:48

Why didn't you ask to check the box in the shop?

"This box doesn't feel very heavy. As I've spent a lot of money on these items, would you mind opening the box to check that the perfume is there?"

She didn't get it in the shop.

Mouikey · 03/01/2023 16:11

Phone them - I did this morning and my issue resolved within 10 minutes.

I ordered an expensive toothbrush and they sent a used one, yes a used one (🤮) looked like a part exchange but it was in the right box.

new one is on its way and some ‘goodwill’ points added to my card. Disgusting though and a leather disappointed that it could happen!

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