Boots Customer Service

[shockers]

I found the Drops of Paradise facial tanning oil on the MN recommendation page, and ordered them through the link.

Boots sent my order to my daughter in Manchester. I often order items from them to be sent to her, as she is learning disabled. I don’t have an account, however- I always use the guest checkout. On this occasion, I DID NOT put her address in as the delivery address, and it DID NOT show as the default address. The item was for me, not her.

I’ve just spoken to someone in customer services who insists that I did input my daughter’s address. I reiterated that I absolutely hadn’t; she insisted I must’ve. Why would I look up my daughter’s postcode to have my delivery sent there?

She told me that as my item has been delivered (47 miles away from my house), there is nothing they can do about it.

They’ve sent my daughter something she can’t use, and that I can’t easily get (wanted it for today), taken my money, and told me I’m lying. Why would I? I’m the only person inconvenienced here.

BootsUK - your customer service is awful!

Her address must have been on the account as default otherwise how would they know it?

Exactly. Except I don’t have an account. The address has somehow been saved with my name, but I didn’t input it. The woman I spoke to agrees that I don’t have an account, but insists I input the wrong address for this order. I would’ve had to type it out, and I didn’t!

Your computer will have autofilled the address without you noticing.

Exactly what I was going to say.

Did you get an email receipt when you ordered it? What was the delivery address on that?

Sorry I thought you had ordered through your DDs account. If you have done guest checkout then the device your used will have autofilled.

Autofill can override a postcode you already typed in.

My computer autofills with my address. I have to look DD’s up to type it in. The mistake is definitely at their end.

I deleted the confirmation email; regretting that now! It’s not a lot of money, but I didn’t enjoy the suggestion that I was lying.

The email will probably be in your deleted folder still, have a check. Wise not to get rid of stuff like that before you actually have the item, for exactly this reason!

If you checked out as a guest, becsue you don't have an account, how on earth would they get your DDs address?

It must have automatically filled her address or else how would they have it?

Without having your confirmation email anymore you don't really have a leg to stand on unfortunately.

This resonates with me. I had to contact them as I did not receive bonus points for spending a particular amount on products in a single transaction.

Well they were so rude!

The offer wasn't active when you made the purchase

Er yes it was, have a look at this screenshot that shows the offer was valid when i made the purchase

Don't lie, we can see that you added the offer after the date of your purchase

Then, I get a message from the staff member addressing someone else's complaint.

I don't think complaints staff know how to investigate anything anymore they think their job is to convince people they are wrong

How would they get your DDs address if you didn’t input it? Clearly you did.

Clearly they got the addresss from you.

what are they..magicians who just randomly guessed your daughter’s address!! I’m surprised you can’t see how this is clearly on you

The email would still be in your deleted box surely can you not check it

How can it possibly their fault.
Of all the random addresses it's could have been sent to, it's your daughters?
What's the chances?

You’ve made a mistake somewhere. If you check out as a guest an address needs inputting so you must or your phone must of selected your daughters address. It’s not like you’ve placed an order and boots has sent it to some random address, it’s your daughters. If you’re checking out as a guest how would their website randomly guess your daughters address? The customer service you spoke to probably had it on a screen in front of her telling her what address you used

Don't lie, we can see that you added the offer after the date of your purchase

So did you activate the offer after you made the purchase or before?

This sounds like it’s a your end thing, sorry. But I know from my own experiences that Boots customer service is pretty awful.

M and S do this. You try to buy something as a guest and type in your address. But it recognises the address, diverts to any account holder at your address and then sends the product to the last delivery address you used. It’s infuriating. Then they don’t help you at all. I don’t shop online with them as a result.

@Coconutter24 I activated the offer before I made the purchase. I spent a certain amount to take advantage (excuse the pun) of the offer because it was quite generous.

Perplexed not to get the bonus points, and even more so ti be told that I had loaded the offer after the purchase (not true, and I took a screenshot from the app showing the date loaded (2 days prior)

I didn’t. That’s why I’m annoyed.

Absolutely not my end. I did not type in that address. I don’t know it without checking.

Then how do you think they got it?

My phone would not autofill her address, but their system might’ve because I have sent things to her before. I have always typed her address in though. I used Applepay this time, which has my address on.