Boots — Attraction in London

Appalling Customer Service Experience at Boots

I recently had the most astonishingly poor experience at your Boots store, which has left me deeply disappointed and frustrated. This incident occurred today, 03/10/23 around 6:30pm. Allow me to narrate the series of unfortunate events that transpired during my visit.

On Sunday the 1st of October Upon arriving, I found the “brand” counter unattended, so I approached another staff member nearby to request a specific perfume. I didn't even ask to try it, as I knew precisely what I wanted. After paying for the product, I returned home only to discover that the perfume bottle inside the box was not the one I had requested; it was a completely different colour.

I returned to Boots today, 03/10/23 to explain the situation, and my encounter with Ian, one of your staff members, was nothing short of shocking. From the very beginning, he displayed a negative attitude, failing to listen to my side of the story. He escorted me to speak with the lady from the brand, who, to her credit, understood the situation perfectly since the boxes for both perfumes were identical. However, Ian continuously interrupted her, attempting to shame me and obstruct her from making the exchange that was clearly warranted.

Despite the lady from the brand's willingness to assist, Ian persisted with his rudeness. He even had the audacity to insist I pay an additional £20, claiming that the sale had ended. I explained that this was merely an exchange and that I had purchased the item on Sunday when it was on sale. Ian remained uncooperative, going so far as to threaten, "we will see if you won't pay."

He then took it upon himself to remove all the points I had accumulated on my Advantage card, totaling over 700 points. After I questioned this action, Ian dismissed my concerns and asserted it was not his responsibility. So the lovely lady from the brand came back and said she was giving the pints back, again Ian said I was entitled to all points and made up a number she should add back.

Seeking resolution, I requested to speak with the manager. However, my interaction with Will, the manager, proved equally exasperating. He exhibited the same behavior of talking over me and defending his team member Ian’s actions, even condoning Ian's disrespectful behavior. Shockingly, instead of addressing Ian's need for more respectful and understanding conduct, Will scolded the lady from the brand for assisting me.

I am utterly speechless at the unacceptable behavior I encountered during my visit to Boots. I have long regarded Boots as my preferred destination for beauty and toiletries, but this experience has shaken my confidence in your brand. I am now forced to seek alternative options as I cannot continue to spend my money in a place where such disgraceful behavior seems to be condoned as standard practice.

I would like to extend my heartfelt gratitude to the lady from the brand, whose name I won't disclose here to prevent further reprimand. Her assistance was the only positive aspect of this ordeal, and I genuinely appreciate her efforts.

This experience has left me deeply disheartened, and I hope that my feedback will prompt some reflection and necessary changes in the way your staff members treat valued customers. Boots has lost a loyal customer, and I can only hope that such incidents are not commonplace in...

I am writing a complaint regarding the customer service from the manager and the dismissive and foul behaviour from the security guard. Today morning at approx. 9AM, I had a foreign business guest with me who wanted to purchase some items from Boots. When we first entered, one of the staff members looked at us bad and quite weird, and later we were approached by the security guard called "Prince" from TSS who told us to move out the way due to allegedly blocking a customers view of products although not being true. The procedure from the security guard was unprofessional and we felt as if we were being harassed due to our race. However we followed his instructions and carried on with our shopping yet he continuously was still following our movements around Boots to the point we were getting quite frustrated. Furthermore, this had not been the first time as my sister was also being followed by the same security guard last time she shopped here, which is quite sad due to us being regular customers of Boots. Therefore, I called for the manager named 'Nadia' and told her our situation with the security guard where she took no further actions and mentioned that he is patrolling around the shop even though he was quite clearly following us, that could be seen on the CCTV cameras. This felt as if she ordered the security guard to follow us until we exited the store. Ultimately, I would like a potential investigation of our horrific shopping experience although purchasing a large quantity of items and please me know of...

I've shopped here for over 20 years and can remember what a pleasure it was to buy things from this store. Sadly this is not the case now. Bored, and uninterested in the customer, the sales staff talk amongst themselves and are not at all interested in even helping the customer. I went today and two staff members were wearing in store tee shirts with the slogan on the back ''ask me about make-up'' - I needed a Milani primer but only the tester was on show. I went to them both and asked if there were any primers in stock. They looked at each other like I was a pain in butt and one of them went to check. My item was not in stock and that was that. I then went to another male member of staff, he too was in deep conversation with another colleague but didn't like it when I had to ask him where a product was. He pointed me over in it's direction and left me to it to find it so that he could get back to his conversation. I then had to pay for it all on the self-service tills - don't even get me started on that!! I came out and got the train home thinking of how nice and helpful the staff were years ago - what a shame its not like that now. I could've spent a lot more money in there than I did today but thanks to how it was in there I couldn't bring myself to browse - well I didn't want to disturb anyone else's...