Boots — Attraction in London

Have mixed experiences when dealing with the pharmacy team here. This was my nominated pharmacy for my monthly prescriptions for my conditions. There was a time in the last two months, where my meds were delayed by over a week (and I understand this may not be the fault of the pharmacy itself) but the problem came when I rang them up to ask if it was ready to collect as I had no communication from them about it, which was unusual. I was first told that they did not know if my prescription was ready and to call back later when the pharmacist would arrive. I rang again in the afternoon to ask and was told my meds were ready but that the pharmacist was not in yet and to check again later as they could not dispense it without one. Two hours later I rang again and was then told that my medications were NOT ready, despite being told it was earlier.

I was already experiencing awful side effects from not having my meds for over a week and was in a panicked and anxious state. I decided then to ring another local pharmacy in the area to ask for an emergency prescription and their pharmacist ended up ringing the Boots team to release my prescription to them. 20 minutes later, I was told by the other pharmacist that the team at Boots had told her my meds were in fact available and ready to be picked up, and finally, I was able to collect it before closing time.

This miscommunication and mixed messages really put me off the service provided here and though the team was never outright rude, they were not very helpful (bordering standoffish even) either during this time. Other occasions where I have tried to ring the pharmacy, there was no answer (I tried multiple times during the day, being mindful of lunch hours too).

Another instance was when I came in to ask the pharmacy team if they sold prescription travel sickness tablets (such as Kwells etc) as I was suffering from severe motion sickness and nausea due to travelling and I knew that the herbal/OTC tablets never worked for me in the past. I was met with a rude and curt response directing me to contact my GP instead, and when I asked for any alternatives, was told to have ginger biscuits for the nausea. Notwithstanding the fact that contacting my GP for such a common condition, and the added time it would take to even get an appointment to treat something I was actively experiencing, I was surprised by this advice. I ended up going to the ASDA nearby and was able to get the medication at their pharmacy with ease.

Unfortunately due to these experiences, I ended up switching to another independent pharmacy...

No response from customer service manager I tried to follow up on the issue bellow, firstly with the relevant area manager, and when he failed to responds as promised with the head of customer service. My last email requesting a response was in December 2023 no reply to date! I know from reading reviews that Boots has an unenviable reputation for customer service and reviews to match, but I really would expect that once you engage with a senior member of management particularly the CUSTOMER SERVICE MANAGER you should receive a response! They are nothing if not consistent in there lack of communication and lack of ownership of issues......

Just wanted to warn anyone planning to shop at Boots in Charlton, and prevent others from falling victim to over zealous, over bearing and intimidating store security policies, and of my own unpleasant and disturbing experience . I can only imagine how much more intense, disproportionate and unsettling the approach will be when the store is busy with Christmas shoppers.

I was unjustly followed and challenged in an intimidating and heavy handed way when visiting this branch a couple of months ago, like so many others who have felt compelled to make their own experience known, suggesting a pattern of behaviour in this store.

I wrote to the head office and was contacted by the regional manager he undertook to examine CCTV footage and get back to me this was on 6th October almost 8 weeks ago to date not a word.

Either there is an enormous amount of footage to examine, too many cases of similar complaints to investigate or it has been brushed under the carpet and ignored. After all it is particularly difficult to defend the indefensible! I will leave you to draw your own conclusions.

Date of experience: 05 October 2023

Date of experience: 13...

do me a favour and tell ur guard to not follow every teen girl with a pair of lashes on, we arent all trampy enough to steal ur boring selection... like sorry i went in for an epilator and a few creams and had NO IDEA where i was going as this isnt my usual boots, i have bad anxiety and couldnt go anywhere without him scooping around like a bird. stop. judging. based. on. looks. ur lucky ur the only local boots that stocked my things or i wouldve left in a hurry, made me so uncomfy... by the looks of the reviews, not just me having this issue. ik ur trained to look out for certain things but i was doing harmless shopping with an elderly relative who wanted to go out for a smoke while i looked around. had him rushing around the isles like a black friday sale and what?? because i looked like a "chav" due to my style??? gross assumption really.... saw me confused and couldve asked if i needed help but no u wondered around pretending to be the king of the jungle when you are very weird and need a harsh reality check. wont be coming back until this issue is fixed, this was a month or so ago so if hes been replaced all is well, if not have a chat with the freak for me because i work very hard and pride myself in my work to be able to afford nice things and for what? people like u to follow me and assume nonsense? alright. sticking to...