I recently placed an online order with Boots for my favourite brand of skincare and perfume, the total of which entitled me to a free gift. This was my first and last order from Boots. The packing and packaging was sub-standard so my items arrived damaged. I understood my free gift was to be brand new (as you would) but the item picked at the warehouse had been opened and the skincare contents tampered with.
I emailed Customer Service fully explaining how disappointed I was with Boots’ picking and packing service and the resulting damage to my items and free gift, only to receive a standard ‘copy and paste’ response with no acknowledgement of my actual complaint, and after three attempts at a positive outcome Boots have offered zero accountibility and have refused to exchange the second-hand free gift for a new one because they do not exchange free gifts – though they obviously have previously unless a member of staff opened it and tampered with the contents.
My experience of Boots’ online ordering and subsequent customer service has been appalling. I won't be buying from them again and I do not recommend.
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