Boots UK Avaliações 

We have used the Boots store in Bude periodically as we live locally. The attitude of the staff is awful. They are unhelpful and at times rude. I thought this was a one off several years ago, but if anything they've got worse. We avoid going now and use the other chemist which is always helpful.

If I could give a 0 stars I would
I bought a Tom ford aftershave on line
For £240 and it did not arrive in store
They would not give me a refund until I went to the store personally to see if it had.Knowing full well it hadn’t.The store then has to phone there customer support team to say it was not there
It’s a joke never again.And when I sort it out I will have to wait 7 working daysThis is the reply I got while holding my money Unfortunately, the return claim for your order 848374678 has failed our internal checks and has been rejected.
If you require further information or support please contact our Customer Care Team

Online customer service is terrible.
It’s all good until it isn’t.

Placed an order that came in 2 parcels. Collected one from store but was told the 2nd one wasn’t in yet. Came back several times to collect and was still told it wasn’t in store.
Emailed customer service who told me they can’t get hold of the store and I need to check the online store locator of the store (that I had been to 4 times) to find out how to contact them, to tell them that they need to contact online customer services as they won’t refund the parcel due to high value. The parcel I am waiting for is cotton buds, toothpaste and a toothbrush head - none high value.
I don’t want a refund for the one I collected, I want it for the one that I haven’t.
I responded to the customer service reply but they have literally sent me a ‘case closed’ response.
I am going to suggest bringing CS in-house with people that actually want to help. It’s a huge company that is obviously going to profit from terrible customer service as I imagine most people give up.
I will be doing a bank chargeback and sending them the ridiculous response I received as proof.See less

My online transaction was declined, twice. I have no issues with other companies on online purchases. When I contacted customer services they were completely unhelpful and just simply repeated they could not do anything. Therefore I asked them to escalate it as a complaint and they replied saying they don't give feedback to complaints and there is nothing more they can do. Absolutely hopeless service! Terrible for a big brand, and looking at other reviews they need to sort this out as their reputation is obviously shot.

Absolutely dreadful customer service from no7 and boots I bought some pro artist skin tint and pro artist blush useless does not stay on. I went into my local boots in chelmer valley retail park in Chelmsford I went in to see if I could get a powder foundation. I thought I’d try something cheaper than my usual Chanel or Estée Lauder what a waste of money know one was interested in helping No7 customer service was worse than boots they didn’t even try. I give the sales person there due they were good at the job in persuading me in trying something new but unfortunately I was mis lead what an absolute waste of money. I will not be going into boots again I’d rather purchase from other retailers on-line if need be very dissatisfied

Placed an order online 3 times last year for click and collect at my local store with boots. Years prior, click and collect would be next day. Then it became 3 days and now delivery is anyones guess as it never comes on time to the shop. Every single order I have placed over the last year has been late or hasn't arrived so its not an anomaly but consistently poor service.

My most recent order was due to be delivered this tuesday, it's now Thursday with no update other then 'dispatched' I don't trust it will arrive tomorrow either. I luckily paid with PayPal so will just force a refund with them and will just go and buy the item elsewhere, I can get it for the same price with better ran online competitiors for click and collect at a locker (I'm not sure why I didn't do that to begin with. I think I was giving boots one last shot to prove me wrong unfortunately).

I will not be shopping online with boots ever again, it's really gone down hill.

Update 20/08/26

My order never arrived, unsurprisingly. The order was fully refunded after I called up customer services and received the news that my order was likely lost. The customer service lady however was polite and swift

I would really give it zero if I could. Ive ordered from boots.com three times and twice I did not get my order on time. I ordered on 11th July and I never got it past August - no updates whatsoever other than 'despatched'. I finally got through to them on the 6th of Aug and got offered a replacement but they wasted my time to go through exactly what buttons they pressed to tell me no they cannot AT LEAST make the delivery faster. Its not my fault I ordered it a month ago to use for my August trip and its just not going to be here before then (home delivery)! Oh and the first time I went with them I never got an SMS it arrived for me to pick at store so I had to go to the store to check after I found it weird I haven't heard from them yet, give them a call for them to send it again. This is ridiculous - no sympathy and problem-solving skills to make their customers' situation better! Bad staff, bad customer service, bad system.

Agree with previous reviewers, customer services not helpful after spending ages trying to find the contact number….which is well hidden.
I am, or was a regular customer.
Did an online order to include an item I couldn’t get in my local Boots, so drove for an hour to Sheffield Meadowhall branch to collect.
When I got home, noticed the cream jar seal was broken & it had a lovely finger print across the top - clearly had been opened before & was used.
Was told I would need to return to the store or get a refund, I opted for the refund. Suggested they send a replacement to me but they advised this would cost them too much postage….
Asked to speak to Complaint Dept, verbal apology & advised I could have taken the item to my local Boots for them to order a replacement, too late then….
I suggested that order packers check the items before packing them, maybe not rocket science. Complaints lady thought this was a good idea!
No compensation offered for the inconvenience of giving me a used pot of cream which I had wasted half a day to collect.

Today I have spent 2 hours trying to raise an online order for some Chanel Chance perfume. I have spoken to the customer service at length and double checked all the details on my account. Everything was verified and was told my order would now go through only to find that then I’d been locked out of my account. I went back to customer service who informed me I was now unlocked. I tried numerous more times to raise the order without success . Back to customer service who suggested that they transfer me to another department who would take my order over the phone. I thought at last I could place my order with a human so it was bound to go through. I began giving all my details name, address etc and then the product details pointing out I needed a next day delivery at extra cost. Guess what I was then informed the item was OUT OF STOCK !!!. I’m so annoyed I’ve wasted most of my morning on a fruitless exercise. I will never use my Boots account again and suggest that Boots should get their systems in order before they lose valued customers who have been with them for many years

online order made on 19th July has gone missing they are refusing to refund or replace until they have done an internal investigation and raised an investigation with Royal Mail leaving me to wait up to another 14 days ! Thus was a birthday present! I said I am the customer instead of involving me in your internal investigations please refund or resend they refused ! I won’t be using their online services again.

Opened my on line order to find the shampoo and conditioner worth £60 absolutely filthy. The shampoo bottle had a big glob of congealed substance on it with a long black hair stuck to it. The other bottle was black with filth , looked like it had been in a dustbin for years. It was so bad, when I sent them pictures of this , their only comment was to return them for a refund. They are not going to investigate this. I asked them to get their warehouse inspected as their stock is coming from unsanitary conditions. I am taking this further to trading standards and I will be contacting the CEO at the head office. I would like to know how they are storing baby products, also food. This is not the first time this has happened. So as a loyal customer for 65 years I will be shopping elsewhere. Absolutely disgusting.

I consistently value the exceptional support and service I receive at the Wood Green store. Specifically, Ela has provided invaluable assistance since my early years, consistently demonstrating unparalleled product knowledge and expertise. Her dedication truly embodies the team's commitment to customer satisfaction. During the recent Black Friday sales event, I acquired electric toothbrushes and a Braun razor. I also routinely purchase handwash and, as required, skincare creams.

Boots has long been a cornerstone of UK high street retail, offering a comprehensive range of products and services, from skincare and daily essentials to hygiene products such as shampoos, body wash, and hand soap, as well as supplements, perfumes, and deodorants, alongside an in-branch pharmacy. It effectively functions as a comprehensive retail solution.

The experience of being treated with such care and maintaining a positive sentiment post-purchase is fundamental to superior customer service and support, an area in which Ela consistently excels. I sincerely hope for her professional advancement and continued presence within the organization for many years. Without dedicated individuals of her caliber, the retail experience would be significantly diminished.

Ordered items online but wanted to change delivery date. Phoning customer service the first message i got was about staff discounts. After many menu changes got message to say couriers very busy and orders can be 5 days late. Got a human eventually who said delivery times can't be changed. When I pointed out that customers should be told this when ordering he said someone else had mentioned this too. So why aren't Boots doing something about it? Whoever online ordering has been outsourced to should have their contract suspended. Won't be ordering from Boots again. I have now ordered from Superdrug which has far better delivery options & times

Bought an item, which wasn’t as I expected. There were 2 similar products that weren’t distinguishable by their photos on the website.

I followed the return policy and it said was refunded. When I checked I saw it wasn’t, and queried it with customer service.

That then triggered them to say my return was rejected. They’ve since stopped replying when I’ve asked for either my money or my purchase back for over 3 weeks now.

Absolute scam. Taken my money and the product and just ignored me since.

Helpfully suggesting after a previous review that I should contact customer service…who have been ignoring me already for weeks.

Terrible experience. Avoid at all costs.

Popped into Boots in Barnet and was helped by Vicki on no7 and Kay at the tills. Both were really helpful and friendly. Kay also helped me with my app and recycling voucher. Such great customer service. Thank you

Subject: Complaint Regarding Delayed Delivery and Lack of Transparency

Dear Boots Customer Service,

I am writing to express my disappointment regarding my recent online order.

It has now been four days since I placed my order, and it has still not been delivered. I visited one of your Boots stores to ask for assistance, but I was told that I needed to contact Customer Service instead.

When I called Customer Service, I was informed that I would have to wait until five days had passed before they could investigate my order, as deliveries are currently experiencing delays.

What I find unacceptable is that this information was never made clear when I placed my order. If Boots is aware that deliveries are taking longer than usual, customers should be informed before completing their purchase. This would allow us to make an informed decision rather than being left waiting without any prior warning.

I believe Boots should be more transparent about delivery delays and provide accurate delivery expectations during the checkout process. The lack of communication has caused unnecessary inconvenience and frustration.

I would appreciate an explanation for the delay with my order and would also like to know what Boots intends to do to improve communication with customers regarding delivery times.

I look forward to your prompt response.

Yours sincerely,
[Your Name]

Indifferent and unwelcoming staff especially to people who need help. Incompetent and disorganized. Total misinformation and disinformation on customer rights. I was asked to pay for my prescriptions from March to July 2026, while I should have not paid and I was told that nothing can be done to be reimbursed. Even if misleading information was shared, not even an excuse - just indifference and irony to humiliate customers. Since I learned that they are doing the same to many other customers.

I recently bought a Boots battery operated toothbrush. It was not expensive but there was nothing on the packaging to indicate how long the product was guaranteed for so I emailed Boots with a General enquiry to find out what their guarantee on this type of product was. I explicitly told them that there was currently no problem with the toothbrush I had bought and I expected a one line response, but apart from sending lengthy cut-and-paste/bot replies, (such as how to return a faulty item, what to do with an unwanted gift etc) they continued to avoid the question. Eventually I received an email stating "we do not hold that information at the customer service centre... If there's anything else you need, just reply to this email and we'll be happy to help". What help? It's sad that Boots has degenerated from a bastion of the High Street to a "can't be bothered to do anything for the customer" store.

Ridiculous systems. Ordered item for click and collect. No dispatch email, AI asssitant gives wrong information. Constant obstacles to actually speaking with person. When I did get person, he couldn't tell me why it says dispatched but I didnt get text and not arrived, he said there could be "100 different reasons and I would just be guessing". Not only that, but no refund allowed until after 5 days after expected date. Today is 5th day so not until tomorrow. I asked if they could then refund tomorrow - reply "no. You have to phone again tomorrow" So more waiting on phone, more confused staff
Disorganised and unprofessional

I visited Boots Grimsby store on 19/06/2026 in the beauty & perfume dept . and I was served by Tracey. She was exceptional and went out of her way to help. I couldn't recommend her highly enough. Just amazing and so friendly. Outstanding 👍