Boots — Attraction in London

I (sadly) have come to expect complete disregard from the general public about disability/mobility issues, but I DO NOT expect it from staff who work in a store selling medicines, healthcare products and pharmacy. This should be COMPANY WIDE TRAINING. (And, stock deliveries should not happen in opening times if there isn't sufficient space for staff to do it, and staff capacity to actually help customers!!) BOOTS: you will leave your standard reply to this complaint; no one buys it, it's just frustrating. And sure, re-train staff and talk to the managers, but let's be clear, it's the people in the big offices making decisions that lead to experiences like this. I DON't want to investigate it further, I want you to start listening; I want to now forget about this and rest.

My experience: I went to get some items and I was struggling with stiffness to walk and I asked several time where items were and the staff said "somewhere over there" waving his hand and not looking at me. Another staff member said "oh I think it's over there", again waving her hand. Other staff members we tidying shelves and literally stood in front of me as I was trying to look at the products on display. When I went to pay one customer was querying a discount that wasn't properly displayed and it was taking a long time. I asked the man next to the cashier if he could process my payment, and he said 'no this till it broken. you can go to self-check out'. I said, no I can't actually. Then he said ok let's go to the make-up counter and I can process it. When he was scanning my items I saw '£15' flash up and I asked him, why is it there? He said no you didn't see it. I stopped (now really exhausted physically) to check my receipt and, you guessed it, he had charged me £15 for the wrong item (should have been £3.50). So he lied?

Luckily the manager was nearby and he refunded me - now sitting on a step-ladder-chair as I was too tired. I told him about my experience and he said he would talk to the staff. Fine. But this is NOT ENOUGH: BOOTS, as a COMPANY, needs to start taking proper action: disability training, making sure their stores and managers are not so overrun with stock deliveries DURING OPENING TIMES.... OF COURSE the staff aren't able to properly help the customers and make mistakes. I have been in this situation in retail and it is ridiculous and impossible to provide good customer service when having to also do stock take, quality check, processing orders etc. Most of all Boots, sort this out AND train your staff to be considerate and helpful and DISABILITY...

I visited this branch today and found the staff rude and unhelpful until I challenged my rights. I witnessed and received poor customer service from the store manager who, when I asked to speak to the manager, I was told "I am the manager unfortunately for you!" She said to me so proudly! with an attitude.. lol!

I bought 2 pairs of exfoliating gloves same product but different colours. Though the receipt does not describe the colour difference. I noticed I was charged at a different price... when I pointed it out to the "manager" (I'll give her the respect of not naming her on here! Though on my receipts...) I received a response stating it's not her fault it's the machine and there's nothing she can do about it. Irritated by the shutdown of the "managers" response, I pointed out the price that was displayed on the shelves, which is therefore misleading.

I received my refund in the end but seriously, this visit really got my back up! And all that should have happened was a quick, simple customer service value and etiquette...

I've lived in Balham for over 35 years and have always visited Boots. I have to say, I've noticed since lockdown and after they made the old staff redundant, who were always helpful and friendly, readily available on the shop floor, this branch has gone downhill. I tried to support this branch by visiting rather than going online... but "unfortunately" I'll take my custom elsewhere. I wouldn't be surprised if this store closes down soon! Especially having read other reviews.

19.09.2025 - thanks boots, I contacted the number provided.. out of curiosity. 😂 The number doesn't give you options to speak to CS team. The voice bot only directs you to your website or app... well at least the voice bot was...

BEWARE OF PRESCRIPTION ERRORS FROM THIS PHARMACY: If you are having your prescriptions from this pharmacy make sure you check what you've been given before leaving the shop. Check the doses, expiry date of medication and condition of medication/boxes. .. On one occasion the pharmacy gave me double the strength of what my gp had prescribed, another occasion I was given 3 months supply of medication but some were almost out of date, two medicine boxes with broken seals, damaged tablet blisters (exposed tablets in blister). I raised the issue in person in the pharmacy with no joy. Pharmacist was rude and dismissive. Sent in complaint but got no where...there seem to be zero complaint process in place. All in all, Poor customer service, always very long wait for prescriptions with great potential for prescription errors. . Definitely won't recommend. Try the other nearby...