to think not much can top this for shite customer service, Boots The Chemist?

[LindorDoubleChoc]

Ordered a Christmas gift from Boots for collection from a local store.

I went to collect after a short delay (been really unwell with a chest infection) and they told me it's been sent back and I will receive an email with refund details.

That was about 5 days ago ... no email about a refund.

I tried to chat to their chat bot - chat bot says no, call customer care on this 0345 number.

Call took 3 minutes 19 seconds to go through listening to announcements, the options, entering order number etc.

When I got through the recorded message said "sorry, our lines are now closed, lines are open Mon-Fri until 7pm".

The time was 18.53pm.

That's the last time I order anything from Boots then!

It's so frustrating they bought the Mothercare brand 3 years ago and just amalgamated their stock into Boots' shit website instead of taking the opportunity to migrate to Mothercare's fantastic site architecture.

I wish they would get their heads out of their arses and read these sort of threads, they're going to go the way of Debenhams if they don't sort their website out. And Mothercare and Early Learning Centre brands will go down with them.

To be fair they give you a certain amount of time to pick up and if it’s not collected it does get sent back, so not sure how that was bad customer service?

and then no one working in a call centre is going to want to answer a call 5 minutes before they are due to finish and risk getting stuck on a call after their shift has finished.

Your being unreasonable I think!

Mine does too which pisses me off as it's the only time I can go. Is yours in a place beginning with H?

I’m surprised they are still operating - their customer service has been shocking for years and as a company it’s like they have given up. Won’t surprise me when they go under.

Apparently it was 7 days to pick up but I was not given this info in the confirmation email or text messages. If phone lines aren't open until 7pm they should say open until 6.45pm on the website AND STATE THE PHONE LINE TIMES AT THE START OF THE RECORDED MESSAGE BEFORE YOU GO THROUGH THE WHOLE PROCESS WHICH TAKES MORE THAN 3 MINUTES BEFORE YOU EVEN GET TO THE QUEUE. Imvho.

They used to be so great and now they are so awful. I ordered uti antibiotics online from them a while ago and when I got the message to say they were ready for collection I practically crawled round only to be told they weren't ready and the pharmacist was going on lunch so come back in 90 minutes. I was crying with pain and showed them the message saying my prescription was ready but they wouldn't budge.

They should be answering the phone. I've worked in a call centre and if the lines close at 7, they are open until 7 and the staff have to stay behind and answer the calls no matter how many are queuing. I've been the one asking people to stay and answer them!

You can't just get to 7 and put the phone down on someone. I've had customers talking to me for nearly an hour after my shift ended.

In terms of Boots, you're absolutely right. It's the only place I can get my flu jab. I've not been able to have it this year because their website doesn't load properly.

I don't go there for prescriptions unless I'm absolutely desperate. It's the only place I get told to sit in a chair for 45 minutes before they'll do it. Even with ones that have been sent to them electronically, even when I've called beforehand to check it has been dispensed.

I'd never get mad about staff being genuinely busy and I am really understanding that mistakes happen. But I'm not interested in having the piss taken.

I've had absolutely faultless service from First Direct (for 30 years plus) and Tesco Mobile. The last time I spoke to someone at Tesco Mobile I went out of my way at the end of the call to say how much I appreciated being able to get through quickly and speak to a human. The woman helping me seemed very pleased to hear my thanks for that. If they can do it ...

I don't understand why anyone uses the pharmacy at our local Boots. There is a Superdrug less than 3 minutes walk within the same shopping centre and 2 independent pharmacies directly outside it. As PP have said, Boots take at least 45 minutes to give you medication from a prescription - even when it was issued days ago AND they have confirmed on the phone that it is ready. In comparison, either independent have it ready within half an hour of the prescriber issuing it plus benefit of them being friendly and helpful.
Superdrug not as great as independent but infinitely better than Boots.

Yet everytime I go into Boots to look at something, the queue for prescriptions is 10 people deep - why would you torture yourself with the awful service when there are alternatives right there?!

I like No 7 products but agree that they are an absolute shambles and don’t deserve to
remain trading. The website is diabolical.

I’m using up my points as I am sure they will be in trouble eventually but I think that like WH Smiths they have a hold on airport and rail station sites that rake in the cash which is how they stay afloat undeservedly.

I won’t be sorry if it closes. I hate shopping in there.

I use the Boots app on my phone.

Never had any issues and I buy stuff from them all the time.

My local branch is great so also no issues there.

I do remember getting a bit annoyed with their website at times on my laptop in the past so that could probably do with being updated

I used to buy my favourite shampoos from them repeatedly. Liz Earle occasionally used to be in the £10 Tuesday or Thursday, whichever it is. Also Lee Stafford or Charles Worthington- usually when they were a couple of pounds reduced on offer. Now it only ever seems to be in a 3 for 2 deal and if you only need one, the price has gone up by about £3 in the last few months or so. Superdrug still discount, it seems. And you can use your points as part payment in there, much more convenient.
Our local Boots branches are tatty and outdated. I went in to look for Christmas gift ideas and it was the same old things by the same brands they sell every year.

I had something similar from Boots last time I ordered from them online. They couldn’t find it out the back when I went to pick it up, then sent it back after I’d been in 3 times with them not being able to find it, and then it went out of stock. Put me off ever ordering online from them again!

I had very good customer service with Boots last week. I hadn't realised that Advantage Card points are deleted if the card unused for 12 months. So when I discovered I had no points I emailed customer services to ask them to have a look.

The first response I received explained about the 12 months restriction but didn't go into detail about when I'd last used the card. I asked if they could tell me this and received a further response telling me they'd reinstated my points as a goodwill gesture, as they'd only expired at the end of October. They also 'reset the clock' so I don't have to spend them in a hurry. They didn't need to do either of those things so I'm very grateful.

They are awful. Complained recently about a security guard stalking me round the shop as I tried to look for makeup one morning before work. It was really unnecessary and intimidating. They didn’t care less.

last Christmas I had multiple instances of random items appearing in deliveries from them, half used hand sanitiser and some very worn reading glasses. Was entertaining at least!