To think this is terrible service from Boots?

[heathandcliff]

I spent £400 on an order of presents. And they split the order, I for one and the other just never updated beyond Royal Mail are expecting it.

On the 7th day I rang them and all they could say is they hope it turns up.

I then had to escalate this just to be told they would refund me. Then I got an email declining my refund as it didn’t pass their internal checks and now they have confirmed it’s lost and will replace it … but it’s going to take 2 weeks for delivery.

I know big businesses don’t care, they’d just snigger if I sent them the line “I’m never shopping here again”. But aibu for expecting more? Like an upgrade for my shipping to get it quicker?

Of course you’re not unreasonable to expect the order you paid for to be shipped to you in a timely manner and having failed to do that, to refund you promptly.

I won’t do online at Boots, because their online offering is rubbish. They often split orders for no apparent reason, they tell you that you can’t order online, despite sending emails asking you to and they respond very badly to complaints.

I ordered online and paid for next day delivery. It was sent by Evri and arrived 5 days late. I had emailed complaining and they refunded my postage but I had to buy replacement presents.

I have emailed them four times about an order, its the correct email address, and they have ignored me.

Interesting! I have had half my order delivered today!!! I hope the rest turns up!!

YANBU. £400 is a lot to you but not to them, they absolutely should have refunded you. I had similar with H&M when a parcel was “lost”. Took me 4 months to get the money back.

I have been a boots customer for years, but it pissed me off a few weeks ago when I was stood in the store and my face wash was £15, whereas online it was 60% off. I asked as I presumed it was a mistake, but no, it was an online only offer. It seems strange when I'm stood in the store looking at the app 🤔 doesn't seem very well aligned for an omnichannel store. So I ordered online and had to go back to pick it up. I now only get one thing from them, everything else I can get elsewhere with better service.

I stopped using Boots around 10 years ago. I especially loathed their pharmacy.

I had a similar thing in Holland and Barrett, but the staff were so nice, they told me to order online for click and collect and gave me the stuff pretty much straight away, as soon as it popped up on their handset thing!

Boots online is awful. I've tried click and collect twice and both times there were delays, terrible communication. Never again.

They are useless - I ordered makeup from
them once and all three items were the wrong shade. Waste of time.

I've had similar from boots around Christmas, half my presents I bought from them got lost two years ago and I didn't get them until January.

I honestly think they just don't have the capacity to deal with the volume of online orders they get at Christmas, because they're fine the rest of the year.

As a former postie, their packaging is also the worst, it's so flimsy and shite and falls apart at the slightest touch. Last Christmas I was constantly having to deliver empty boots boxes to people and explain that they had to take it up with Boots because the packages had just dissolved at some point during the sorting process and all the stuff had fallen out.

I just in-person shop with them at Christmas now!

Yes I fell for this one with Clinique makeup. It said 30 percent off and in the shop they said online only.

Also the big one near where I live has mostly automatic tills which I hate, I had a query about a 3 for 2 offer and the sales assistant tried to wave me over to the auto till saying it would deduct it.

Its not Tesco and I wanted to speak to a human. The independent chemist might be dearer but I will use them from now on.

Yes. They’ve really gone down in my estimation recently. Was actually wondering if they’re about to go under as their customer service is so bad.

A friend of mine bought some expensive eau de toilette with 20% off for Christmas. They sent completely the wrong item and it turns out there is no way to address this online. You have to ring up customer services which stop at 6:30pm. She rings and they tell her they won’t issue her with the correct item until they receive and process the ‘wrong item’. This could take 5 to 10 days and obviously by then the item could be out of stock. She couldn’t buy the correct item as it was now £20 more expensive but was helpfully told she couldn’t buy it at full price and then she couldn’t ring once they’d received the wrong item and they would refund the difference but lacking faith in them didn’t view this as an option. The third option was to take it to a Boots shop and they would acknowledge the return and they would send out the correct item.

The following day after work she drives half an hour to her nearest Boots who say they can’t do anything as Boots and Boots.com are different companies and won’t accept the ‘wrong’ item and they shouldn’t have told her to come in. She stands her ground and tells them to ring customer services but they can’t because it’s now past 6:30. They advise her to go home and bring the item back tomorrow when they can ring customer services. She refuses and insists they accept the item and sort it out the following day. After some towing and froing they ring the area manager who agrees to the plan.

Following day after lunch she rings customer services who have no knowledge as store has not contacted them. Thankfully she is dealing with some who is a bit proactive who rang the store herself, established the wrong item has been returned to them and agreed to send out the item she had originally ordered at the sale price she had paid.

Puts me off ever buying from Boots and my friend is going to write and complain.

Boots - great in store. Shit online.

You need ceomail.com having just looked, their CEO is not on there ie, no email but there is an EA... sending a note to their emails will often expedite a response... I know I used to have to do this at a blue chip company.

I would never use their online service again and my local store is half empty and unsurprisingly the staff are not bothered. It must be demoralising working in a shop that feels like it’s closing down.

I think that’s what is going to happen in the near future. Boots will be another high street name that goes bust.

I ordered stuff for click and collect, it was delayed by days and i was no longer able to collect it, they told me it would b returned to them and i would get a refund.

weeks went by with no refund and when i phoned them they said if you want a refund you need to ask, we dont do it automatically… what????

They’re awful. They don’t caste. The management don’t care. They changed some of the stuff line infrastructure and they’re even worse than they used to be. Which was shit

I hate that they use royal "snail" mail. Always takes forever and my recent order was put at the side of my house (a week after placing the order) and no ticket through the door or an email to say it was delivered.

God, I've been in there today and ended up having a tiff over the signage on their shelves for baby yogurts 😑Sign was wrong, they knew it, they'd already raised it with HQ, but the sign was still on the shelf, so it's hardly my fault if I expect to pay what they're advertising at. Kept my ground, finally did get the discount and even apologised for any trouble, and the MANAGER literally turned and said to me "hmmm, well, yes, I mean it's just a bit of baby food but you've made quite a fuss over it now haven't you". Cheeky witch. 🙄What is going on with them lately!

I ordered a beauty advent calandar for my daughter and paid an extra £6 for next day delivery. It didn't turn up so I followed the DHL tracking ref and it said it wasn't due for another 6 days. Went on Boots website but there's no way to contact them until something is 7 days late.

We bought one in the shop instead before they sold out or got taken off sale.

It turned up with DHL on day 7 so I refused delivery, and emailed Boots requesting a full refund.

This was around 4 days ago. They have not got back to me.

I was in my local Boots today and it was packed. People were picking up click and collect orders with no issues. It's a small branch, maybe that makes a difference.

I ordered something from boots earlier in the year.... it next turned up, useless royal mail tracking. I complained, they sent it for internal checks.... turned up the next day. Funny that.