Boots — Attraction in London

I am writing today to express my concerns with the customer service that is being displayed inside the Boots store in Westfield Stratford. If I could rate my experience 0 stars, I would.

Today I have visited the store around 12pm, with the intentions to restock on my beauty supplies which I tend to do frequently from this exact location due to its accessibility to my beauty salon. As I was eager to check out the new deals in the perfumery section, I was taken back by the unprofessional interaction I had with one of the staff members.

I was at the till in the perfume section of the store and whilst interacting with a woman named AZY ( a woman with a modest headscarf), she completely ruined my experience. From the first second, she was immediately glaring at my outfit up and down and did not greet me with a smile, nor did she ask me how my day is going nor did she question if I needed any assistance. This woman simply waited for me to interact first or I do believe she would have straight up blanked me until I left. Even though I felt uncomfortable from the first second, I still went to AZY and as she was serving me, she was totally unprofessional, totally staring at not only my body but she seemed to be judging my outfit choice as well. As a plus size woman I am used to certain looks from judgemental people however this woman was so far the worst, she totally was disgusted by my presence in front of her. I must of asked her if she was alright as she had a rather irritated face, and her response was “Why are you wearing that?” (Referring to my short length dress, which was totally necessary in the current heat rush). I was totally taken back by this rather surprising question and simply asked her to explain herself. She had then continued to add that she does not believe that my dress suits my body type and once again, doing so with a rather disgusted face and then a smirk as she was scanning my items. I had then started to feel not only embarrassed, but bullied by this woman. I told her I cannot cover up my body my whole life due to my weight, but I’d rather embrace it. As she finished checking me out she said I was naive and just said “Good Luck”

I then asked her for her name as I realised she was not wearing a name badge at the time and she refused to do so, however I had gotten her name from my receipt afterwards. I am extremely disappointed, as I was planning to purchase a few more perfumes due to my interest in today’s deals. However I have decided to completely dismiss this intention as I did not want to interact with this woman any more than I had to already. I DO NOT RECOMMEND THIS STORE TO ANYBODY and I will never return, as I would rather shop my essentials from somewhere else rather than to give my money to a store who does not train their employees at all. How dare she speak to me this way! I am not only offended but remarkably shocked that a stranger had the confidence to offend me at her own work place.

I will take this further, preferably the HR as I want action to be taken immediately. I will also complain to Westfield Management and hopefully...

I am writing to express my disappointment with the customer service I received at your store Westfield Stratford on Friday, August 2nd.

Around 11 a.m., I visited the store to purchase several products, including an eyelash serum. Unable to find the product on the shelves, I asked for assistance from a shop floor advisor. Unfortunately, the advisor, who seemed unoccupied at the time, dismissed my request without checking the system and threw a rude attitude, appearing visibly bothered by my inquiry.

I then approached another shop floor assistant, a kind and helpful black gentleman, who checked the system and located the product for me in the storage room.

However, when I proceeded to the till to pay for the lash serum, I discovered that the lash serum, which was on offer on the website/app, was being charged at full price. I asked the same initial shop floor advisor if he could price-match the website/app (he was at the self-checkout area). He then called the manager, an Asian-looking guy, to assist. The manager refused to match the price, claiming that the offer was online, even though there was no indication of this on the website or app, then he said I could buy it from the app instead, a thing that was not helpful at all.

The issue here was double annoying. First, Boots should clearly state if an offer is "online exclusive." Second, and more concerning, is the manager's extremely rude and unprofessional behaviour. He demonstrated a lack of customer service skills, poor communication, and a complete lack of empathy.

This experience resulted in a significant waste of my time, not only because of the initial difficulty in locating the product but also due to the unpleasant interaction at the self-checkout with the "manager" in charge of that shift.

I left the store without buying it because of the attitude of this manager and of course the misleading offer. I went to Sephora instead.

Key points:

-The stark contrast between the helpful second assistant and the unhelpful first advisor/manager suggests inconsistency in staff training and service quality. -The manager's behaviour exacerbated the situation, turning a simple pricing issue into a negative customer experience. -The manager's refusal to honour the online price and his unprofessional behaviour worsened the situation. -Time Wasted: Significant time was spent trying to locate the product and dealing with the pricing issue, leave alone writing this email. -Negative Experience: The rude and unprofessional behaviour of the manager left a lasting negative impression. -Frustration: The confusion over the pricing and the poor handling of the situation by the staff led to a frustrating shopping experience. I hope you will address these concerns to improve the service quality...

Subject: Formal Complaint – Incompetence and Misconduct at Boots Stratford Pharmacy

To Whom It May Concern,

I am writing to express my extreme dissatisfaction and deep concern regarding the disgraceful conduct and incompetence I experienced at your Boots Stratford branch on Friday evening, approximately 20 minutes before closing.

I specifically attended the store to purchase medication for anxiety. I made my request clear to the gentleman working behind the pharmacy counter — an Indian male, mid-to-late twenties, possibly early thirties. Instead of supplying the correct product, he proceeded to sell me an entirely unrelated medication intended for vomiting. This was not a minor misunderstanding — it was a complete disregard for both my request and my well-being.

Such behaviour is not only unprofessional but also potentially dangerous. Supplying the wrong medication, particularly for a sensitive issue such as anxiety, demonstrates a total lack of listening skills, medical competence, and care for customer safety. This kind of negligence is unacceptable in any professional setting, let alone within a pharmacy where public trust and health are at stake.

Frankly, I found the interaction insulting. It felt as though my concerns were dismissed and that I was being pushed out the door without proper service — perhaps due to the impending closing time. That is no excuse for jeopardising a customer’s health.

I expect this matter to be fully investigated, with appropriate action taken against the staff member in question. A written response detailing the outcome of your investigation is requested. I will also be raising this matter with the relevant regulatory bodies should I not receive an adequate resolution.

This type of negligent and dismissive behaviour tarnishes the Boots brand and undermines public confidence in your ability to provide even the most basic standard of pharmacy care.

I look forward to your...