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!

Because I don’t want my details stored.

I did not input my DD’s address. I don’t know it off by heart- I’d have to look it up.

I think they’ve stored my details. Why is that such a stretch?

Not sure I'm misunderstanding but have you reinstated the email from the deleted folder?

Your phone has auto filled her address.

Mine does it all the time to my old address.

It's your fault. Not boots.

Your computer will have it saved somewhere in the system and will have auto-filled it then. There's no way for the Boots website to know your daughters' address if you've never had an account with them and are just inputting your payment details. It doesn't (and can't) work like that.

No you wouldn't. I did something similar when I moved house. I updated all my accounts, ordered something from a company that I knew I had updated the account information on - and it went to my old address. When I dug into it my computer had auto-filled it from previous orders. And phones do autofill.

What you are desacribing Boots as having done is not possible if you used a guest checkout because each order done in that way stands alone from any other order you may have made.

If you go into the trash you can see your deleted email from this morning and confirm the truth of what happened.

I had this nearly happen to me when using express checkout like ApplePay. I think in my case it was the Shop app trying to be clever. The billing address was mine but the delivery address was my last order when I sent a present to a friend. Only realised just before I hit confirm.

Because unless you have an account they cannot physically link your dd address to your name. The website cannot physically do that. Do you know how many thousands of people have your same name? How does it know which Joan Smith you are? It doesn't. It can't. Only if you use an account.

The details HAVE been stored. By your phone/device.

OP, it's really odd that you've not checked your deleted email. Or if you double deleted as soon as you had a notification that it was delivered, without checking it, that's even stranger.

@HÆLTHEPAIN

I thought it had gone to the wrong boots store. Thankyou for clarifying.

It’s not that strange. I was deleting emails when DH shouted up that something had been delivered (our post goes into a box by the gate because we have dogs).I had also had a text to say it had been delivered.

I always double delete, so my emails don’t stack up. I once got to the point where my mailbox was full (tens of thousands of emails), and now I try to clear them daily.

I don’t know why people are trying to unpick what I’ve said- I have absolutely no agenda other than utter frustration at Boots, who have clearly stored my details despite me not creating an account.

They really haven't stored your details. Your phone will have without you realising. I don't know why you're so against this being suggested? It happens, it's happened to me before but I realised before I hit confirm on Apple Pay.

I find it hard to believe you didn't glance at any of the details on the confirmation email which would have highlighted this. It's your error for sure, what you're suggesting Boots did is extremely serious but also impossible if you definitely used a guest checkout.

Why don’t you put the same item in your basket again - do a ‘pretend’ check out on the same device as before and see what happens?

Just wanted to leave feedback on my experience at Boots in freshness place. Fantastic service from pharmacist and nurse. Thanks for all your help today. You went over and above. This service is not the norm snymore thsnkyou Mr Tim Smith a very happy custom

You know this is Mumsnet and not Boots Customer Service? If you want to tell them about that then you’ll need to contact them directly.

OP- Did you ever work out what happened?

She did, in the first replies to her. She just wouldn't accept it.

I know! I wondered if the OP had indeed realised the issue?