Boots order - item missing - I'm suspicious!

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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!)

Well done on videoing the opening.
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Happened to me once - thought not as expensive as perfume. It was an item for £26 in my boots order. Called Boots and they simply asked if I would like a replacement or a refund.

I think Boots customer service has much to answer for.

The first few replies nailed it but sometimes people in warehouses make mistakes. They pack hundreds of order a day and may have been a Christmas temp who made an honest mistake.

I personally think you're being very suspicious and fancy an extra present....

I choose click and collect from a store with Boots. Firstly I don't have to pay a delivery charge. Secondly I open the box or bag (often multiple boxes or bags) in front of the assistant to check that it contains/they contain everything I ordered, having had deliveries with items missing in the past.

I'm crossing my fingers it's easily sorted, and yes, as PPs have said, I videoed opening the package because as soon as I felt how light it was, I knew there wasn't a 100ml heavy glass bottle inside, and I immediately thought that I might have to prove it wasn't in there because my emails had said everything would arrive in one parcel. I did see someone advising people to do this on telly a while ago

It's just a bit of a PITA but maybe I'll get lucky with a swift resolution. Just another admin task for an already admin-filled January . . . !

It's probably just a mistake, OP.
I once received a fancy bottle of perfume I hadn't ordered or paid for.
I took it straight back to the Boots I collected from and they seemed surprised I was asking and told me to keep it. 🤷‍♀️

They also film the packages being packed. I know this as I rang once as I was missing an expensive mascara. The customer services person didn't say anything at first, just put me on hold, took a little while, and then said she had looked at the playback and I was right, she couldn't see the mascara being packed so sent out a new one.

What's the weight shown as in the box or delivery note?

I have had a tiresome experience with Boots online this xmas. Too tedious to recount in full, but involved an expensive item missing, and a near-valuleless item sent in its place - twice in a row!

and Good luck with Boots' somewhat random and inconsistent customer service. I too have to return the valueless items to secure a refund. So irritating.

I have always opened the boxes in boots and empty the contents into a bag and they dispose of the box. They have always asked if I want to do this in my local store.

I am with you. I had a rubbish experience with Boots customer service.

Boots online delivery are absolutely shit, take a look at comments online. They sent me the completely wrong item last time, and it took three days for them to send out a next day order. This isn’t the first time this has happened. I couldn’t get through to customer care in the end abs just gave up trying to get a refund. Won’t ever order from them again.

For the people asking about the weight, I just had a look at the box - it's showing as 0.1kg, so definitely not heavy enough for a large full glass bottle.

Sounds like a lot of other people have had hassle with Boots online

Hopefully it's sorted quickly. I know I've never had anything but really good service from Boots including when I had a very longstanding issue with my advantage card.

I had almost an identical situation just before Xmas. Was your package in a box or paper bag? In my case the two cheap items were in a paper bag. I picked them up. Went home but no “the rest of your items have arrived” notification ever turned up. Basically there’s a problem with their system where half the order is picked in store, marked as “picked” and then there’s no option for the warehouse to send the rest so on the system it looks like you’ve had your whole order. Fortunately when I went back the manager believed me and issued a refund for the remaining items via the system. I was begging them to look at the CCTV because I was so afraid they wouldn’t believe me.

They are amazing if you phone or tweet them

Boots is shocking for online deliveries. Never use them any more. I don't think they will last much longer.

This has happened with boots orders a couple of times for me with missing makeup. Just messaged them and had replacement/refund issued straight away, no questions asked

Terrible experience with online order & poor customer service, will use independent retailers from now on. Hope you get sorted OP.

I work in Boots. Unless there's a good reason to doubt the customer, it's usually a non quibble refund, so you shouldn't have a problem sorting it. Some stores are hybrid and pack their own orders - in our store's case, it'll be all on camera which can zoom in so no one is going to risk getting an order wrong, unless it's a genuine mistake. About a third of customers open contents on collection to check contents/leave packaging so might be wroth next time.

I received an order from boots this week with an extra item I didn't order- I suspect they're just not very good at packing!

I KNEW IT.

Didn't hear anything back from the online customer services form so called them earlier, hoping for a faster resolution. They agreed to send the perfume - great, fine, sorted . . . or so I thought.

Next thing I get an "order cancelled" email. Phoned them again, and they advised that because it's a high-value item (£113) I have to fill in a form, email it to their customer services team, and if it's approved I'll receive the item within 21 days of approval.

EXCUSE ME??!!

So now I have to jump through these hoops to receive an item that was paid for over a week ago, and will still be waiting (possibly for almost a month) for the bloody perfume.

I offered to send them photos of the weight label showing how lightweight the package was, and the video of it being opened from fully-sealed, but they're not interested.

Never buying anything from Boots again.

I will never order cosmetics/perfume from Boots anymore. They ALWAYS FUCK IT UP! And then you get to return the wrong item to the store!