Boots — Attraction in London

I usually find this branch of Boots to be fine, but in the space of under 4 weeks I had twice experienced rather rude and obnoxious service from staff members there. Just over three weeks ago when I was at the self service check out to purchase one unit of baby formula, just as I was about to process payment a staff member interrupted my transaction and said that milk/baby formulas cannot be purchased through the self service system. He canceled my transaction right in front of me, and directed me go queue up in the cash point tills with no further explanation (which resulted in another 7-8 minutes in line). I understand if I was bulk purchasing (more than two units) that wouldn't be allowed, but since when was this rule introduced he did not inform me, as I was able to purchase a single unit of formula two weeks before then via self service no problem.

More recently early this week, I purchased same formula again this time using the tills. I was aware the formula my wife and I usually buy had recently gone up in price, however this time I noticed they had the product was displayed as £12.00 (which was the original price before rising to £12.60 then more recently £12.95). I figured it may have just dropped again or on special offer. However the when the lady at the till tallied up the total I was aware the formula did come up as £12.95. I brought this to the staff member's attention, she just bluntly addressed, "No, it's £12.95." I said okay, but that's not what the display says. She sighed heavily and pulled a frown asking me, "You want me check?" I made it clear to her that if it is £12.95, that's fine I'll pay it. But I wanted her to know that the price displayed is incorrect and perhaps they should have a staff member removed or changed it. She just responded with a smirk and sniggered. I was lost for words at that stage, and simply paid for the products without another word to her. I mean, how rude..

I don't wish to categorise all the staff at this branch of Boots in one group, but honestly a good number of the staff members there really need to brush up on their costumer service and attitude to the...

My sister and I visited the store on Wednesday, 3rd September at exactly 12:30. I don’t usually leave reviews, but the customer service was so appalling that I felt compelled to speak up.

We were looking for the e.l.f. colour corrector, which wasn’t visible on the display. We approached a staff member—a middle aged Eastern European woman, possibly named Giulia or Julia—who was working in the left section near the L’Oréal and e.l.f. stands. She was chatting with an older Eastern European colleague wearing black glasses. When we asked if any e.l.f. Camo Concealers were in stock, her response was dismissive and unhelpful. She said, “Yeah? If it’s not there, then it’s not there,” with clear attitude. The interaction made me feel extremely uncomfortable, as though asking a simple question was somehow an inconvenience.

Feeling frustrated, I approached another staff member near the Huda Beauty section. I didn’t catch her name, but she was a woman of colour and incredibly kind. I explained what had happened, and she offered to help by walking over with me to speak to the staff in the other section. She explained that employees were assigned to specific areas, which I understood and appreciated.

She then asked the older woman with black glasses to assist me. After she left, the older woman continued restocking and ignored me as I waited. Eventually, I asked her directly, and she replied, “If it’s not on display, it doesn’t exist,” in a rude and dismissive tone before continuing to ignore me.

By this point, I was extremely frustrated. None of the staff near the L’Oréal and e.l.f. displays seemed willing to help or even acknowledge customers. It was the worst customer experience I’ve ever had, and I will not be returning. I hope management identifies the staff members I’ve described and addresses this...

I am writing to formally file a complaint regarding a highly unpleasant and frustrating experience I had at your Boots Pharmacy in Westfield White City, involving a staff member named Na**an.

I have always trusted Boots for its reliable service and customer care, which makes this experience all the more disappointing.

I visited the pharmacy yesterday to collect my prescription, which I had been informed should be ready. However, I was told to return today. When I returned today as instructed, I was again told that the medication was still not ready, and I would have to come back tomorrow.

I explained clearly that I am flying out tonight and will be on holiday starting tomorrow, so returning again is not an option. Instead of showing understanding or offering help, Na**an blamed yelling at me for seeing my doctor “too late,” implying it was my fault.

Throughout the entire conversation, Na**an’s attitude was cold, dismissive, and unprofessional. He showed no apology, no empathy, and behaved as though the issue had nothing to do with him. His tone was aggressive, and the interaction left me feeling deeply disrespected and upset.

If Na**an does not wish to work in a customer-facing role or finds it difficult to treat customers with basic courtesy, perhaps he is not suitable for such a position. I urge Boots to seriously review his conduct and assess whether he is an appropriate representative of your brand.

I hope this matter will be investigated properly, and I would appreciate a response regarding the outcome and what measures will be taken to prevent similar incidents. I sincerely hope to continue trusting Boots, but this situation requires your...