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!

It’s clearly in their system, along with my details, even though I always check out as a guest.

It doesn't work like that.

I don't think you're understanding how these things work. You checked out as a guest, so there is no account linked. So how would they know your daughter's address? They wouldn't.

But you’re using a guest check out so why would any details be stored?

It might be the apple pay had stored it from previous orders and autofilled her address for delivery. However if it is as you think the Boots system, associating it with your email perhaps then they may have breached their data retention policy which you can check online. You can complain to their Data Controller if so,

You seriously think somehow they've linked your details with someone else's (who happens to be your DD) even though you don't have an account and checked out as a guest. Are you for real?!

If you'd deleted your confirmation email (although who actually does this before they've received the order?!) then how did you manage to speak to Boots about it? You'd have needed the order number which would be on the confirmation email. I presume the confirmation email states her address which would've been on you to check. They haven't just presumed it's to go a previous address, especially if you don't have a login with them! It's very unlikely you're their only customer with your name. It just wouldn't happen.

Check your deleted emails. It should still be there. Then you can confirm the address. It might be that her address was on your Apple pay if you sent stuff to her the last time your ordered from Boots.

It's auto filled via your phone, either your browser or apple pay, it doesn't have to be a 'saved' address, sometimes I get suggestions for random websites from other things I have filled out on similar forms.
Did you go straight through checkout or click back to check something? Doing the latter can change the details to previous ones and easy to miss.
The only way I think to stop this from happening is delete cookies/cache and any saved addresses.

Boots is owned by a private equity firm, so it doesn't surprise me that it has awful customer service.

My phone wouldn’t autofill that address. The only time I’ve ever used it on my phone is to order from Boots.

I can only conclude that their system has stored that address along with my name, which as I chose not to create an account, is surely a breach of GDPR?

You can ask them for a copy of the order confirmation email. If your dd address is there you should have picked it up. Can you get her , or carer if she has one, to post it on?

I gave them my name and MY postcode- they found my order on the system.

I deleted it this morning, after I’d had a text saying it had been delivered. I just happened to be doing some admin, and I knew something had been delivered because DH shouted up. It was a present for a friend, from a different company.

And I didn’t check the email because I paid via applepay which has my address on.

OK, you won't be persuaded on this one.

Go after them for GDPR breach or whatever and see how far it gets you.

The answer will be the same: the address autofilled. When you check out as a guest, no address details are stored on their end - your own browser may store details.

As you've so conveniently deleted any evidence of your mistake, nothing can be proven from your end, so. Oh well never mind.

OP you’re crazy? Boots haven’t randomly selected your daughter’s address, it will have come from you. I don’t think you understand how online shopping works

There have been thread about Boots online in the past. I know I had an issue because I chose home delivery and then their system froze and then I got a confirmation email saying it would be delivered to my local store. So I can believe they could change the address. They also were really unhelpful when I contacted them saying the order couldn’t be changed. I’d only ordered online to avoid queuing in my local store!
loads of issues on this thread https://www.mumsnet.com/talk/style_and_beauty/4771326-is-anyone-else-having-problems-with-boots?reply=124929074

@op

Won't you be refunded if you don't collect it?

It’s been delivered to the address Boots say OP had requested it to be delivered to so there’s no collecting needed.

I’m not convinced it couldn’t happen as OP is saying it. My sister went to collect something from M&S once and they couldn’t find it. A second customer service person came out with some packages and shouted the names of them, one of them being my recently dead uncle’s. (Completely different from my sister’s name). My sister found it quite upsetting as it was totally out of the blue. They realised that my sister’s order had his name on even though their accounts were totally separate and my sister’s confirmation email for this particular order showed her name and address. The customer service ladies were totally baffled.

OP that isn't physically possible. It isn't the website that stores autofill data, it's your device. If you checkout as a guest, it knows literally nothing about you. But if you have ordered from that website and used your daughters address in the past then your device will remember the address associated with your name the last time.

They're called cookies and are stored on your phone. If you don't want that to happen then you have to clear your cookies. There is nothing Boots can do, it's your devices data and your mistake for not checking the details before submitting the order.

I’m telling you that that is what happened, so it must be that they have my details stored somehow. Incidentally, I have ordered from them many times to my own address.

I’m not sure you’ve read my posts properly.

“Conveniently”?

Are you implying that I’m not being truthful?

What have I got to gain? I’m just bloody annoyed, which is why I posted this!

But it can't work like that.

If you've never used an account to check out, there's no way that Boots will link your payment details with your DD's address. It must have been your computer auto-filling your DD's details or you doing it yourself on auto-pilot.

If you’ve ordered from them many times then why did you check out as a guest? It seems to me to be far more likely that you accidentally selected your daughter’s address than they did.