Review Time
On the 17th of February 2026 I placed an online order with Boots, and paid for the product. On the 18th of Feb 2026, the payment went off my bank acc, and a message appeared on the Boots app showing that my order was despatched, and that it would be delivered on the 20th. Five days later, after not receiving the order, I checked on the app and found that the order was cancelled. I received no notification or explanation for that. Now, 15 days later, I am still battling to get my refund. I keep on getting promises that a refund has been authorised. I got my bank to check and they informed me that no refund is pending. The service from Boots is atrocious and with total disregard for the client. My emails now go unanswered. Be cautious when placing an order with Boots
Went to collect mine and my daughter's prescription. I was told that it had already been collected, which I knew with certainty that wasn't correct. It was only after I convinced them that my daughter could not collect it by herself that it was then found and confirmed the file was incorrectly marked. Could have been dangerous for someone else or if I'd been less determined.
Visited Llandudno store, all the staff were so helpful nothing was too much trouble for them. The eye test was the best one I’ve ever had, will definitely stay with Boots Llandudno.Price wise there are glasses to fit everyone’s budget.
I did a online ordering as I had vouchers online to use. Which meant I got 20% off compared to the store price with perfume. Plus a free gift, which was out of stock in store. I ordered on the Sunday and it was delivered on the Tuesday. Really happy & its pays to check your card offers. 5☆
I tried 10 times to buy normal products on line and payment was taken then returned saying unable to take my order, after two phone calls they wouldn't tell me why I couldn't purchase my goods and couldn't help me any further, I even cancelled my account and lost my points, I had to get someone else to buy my cotton make up remover pads.
Absolutely disgusted 😤
then I thought I would try buying 1 item oh that went through and cost me nearly more in delivery than the 1 product. NOT HAPPY
I have bought online from Boots twice, and each time it went a bit wrong. In this case we received a completely random prescription for someone else - but correctly addressed to us. I completed the online contact/complaint form, but have had no response. However, in the meantime, the required meds turned up in a package placed under a flower pot in the garden, like the easter bunny. Very odd!! Recommendation: If using Boots, buy over the counter if you can. :)
Always difficult to deal with, site is clumsy & awkward to use. Main problems are OTP all the time, need to change my mobile number but have to get a code on my old number to log on who thought that one up. Don't use the site much It is easier to go into Town & get proper service from my Independent Chemist who knows who i am & treats me like a human being.
It has taken nearly three months, and the threat of Small Claims Court, just to obtain a refund that should have been processed promptly. The level of service I’ve experienced has been completely unacceptable.
Harry, Kirsty and Pete would all benefit from proper training on the Consumer Rights Act 2015. There have been consistent breaches of consumer rights throughout this process, all of which can be evidenced.
There appears to be no effective escalation procedure in place, and formal complaints go unanswered. The lack of accountability and communication is staggering.
This has been an incredibly frustrating experience from start to finish. I strongly recommend shopping with a competitor if you have the option.
Just had my boots order delivered. Opened up straight away to discover items just shoved in a box not wrapped allowing them to roll round…
Someone needs retraining
Contents spilled inside the box….
Most disappointed …😞
I had an eye test in Grimsby and the service from the tester and the friendly Tattoo and pierced lady was excellent but was let down by the receptionist. I am in a wheelchair and on arrival was directed to a waiting area where the receptionist asked my wife Can he get out the chair and in to the testing room by himself? I replied yes he can and he can talk and answer questions for himself.
This comment was completely ignored by the member of staff.
I would suggest she be given some disability awareness training as her behaviourwas inappropriate and in my opinion offensive to myself.
I have used a wheel chair for for years since having a tumour removed from my spine and have been most surprised at peoples overall reactions, being over the top too help, but being referred to as he, and talking over my head is one thing that really grates on me.
The lady concerned was polite and excellent in all other aspects but does need pulling up over this matter.
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Boots is the UK’s leading health and beauty retailer. For over 175 years, we’ve listened, learned and innovated, and continue to challenge ourselves to improve our products and services every day. With over 1,800 stores ranging from local community pharmacies to large destination health and beauty stores, our purpose is to support our customers and patients through every stage of their lives. We put our customers in control of their health and wellbeing and aim to unlock the beauty in everyone with our unrivalled depth and breadth of product offering.
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