Boots — Local services in London

This happened a few months ago but I did not have the courage to say anything as I was intensely shaken up.

My partner was in this store collecting their order, and as it would take a while, they told me to go and browse. This was something we did quite often and I began looking at various products, when all of a sudden, a security guard dressed in casual clothing and a snap-back cap approached me and accused me of shoplifting, stating “If you have something in your bag you haven’t paid for, you better take it out now so this doesn’t escalate and I don’t have to take you into the back”. I had purchased a few products mere minutes earlier and I showed proof of such, but this wasn’t enough for this person who seemingly wanted to bully someone.

I am an autistic adult and so I panicked, and became non-verbal due to shutting down (an involuntary response in neurodivergent people occurring in moments of extreme stress). My partner noticed this and rushed over to try and explain things, but this man was having none of it, stating that we were a co-conspiring shoplifting pair and I had escalated matters by being upset. Furthermore, he invalidated my struggle stating “it’s no excuse, everyone gets anxiety.” when my partner tried to explain why someone with my condition can shut down like I had.

This man made me reveal my hidden disability, humiliated me in front of the entire store, reduced me down to a shoplifter who was attempting to use emotional manipulation, rather than a disabled person struggling in the presence of an aggressive force who would not accept clear evidence of my innocence, threatened to call the police and ultimately threw us out of the store shouting that we were “banned”.

We attempted to speak to the manager there and then but the security guard refused to leave us alone, antagonising us at every opportunity, even attempting to keep me back and get into my personal space to repeatedly ask if we lived in the area because “if you lived in the area, it would be a shame if you got barred and couldn’t come back, that would make things hard.”

We later returned and spoke with the manager who stated that the security guard had no authority and had no right to threaten us. Apart from this one security guard, my partner and I have had great experiences with the staff, particularly the people at the till. I only express this now as I have seen other reviews stating similar issues and I suspect it is the same person. This security guard still works here and still gives my partner and I a hard time as we just try to get our health care...

I’ve been coming to this Boots for almost 10 years now and never have I received such egotistical and abuse from one of their medical staff whom I did not require services for. I’m a working mother of two and had need to drop by after working hours to run errands knowing full well that my 7month old would be near her twitchy time and hates being inside shops for more than 10minutes. I wouldn’t be there in the first place unless I had need to or had time for it the next day or the day after, and preferably not dragging a baby and a threenager at the same time. They were 5 minutes to closing and having paid for my purchases rushed to get 2 photos printed. I’ve been told by the gentleman on the till, and I could hear some members of staff informing customers that the shop is closing. While trying to process the photos, and manage my toddlers energies and a screaming baby a member of the medical staff approaches me and informs me that they’re closing and I should take my screaming baby home. In which I calmly replied okay… a minute later she comes back to inform me of the same thing and blatantly tells me off to stop what I am doing and go home and take care of my child as she is a health professional and obliged to advice me to do so. Trying to keep my cool and ignoring the fact that she is “advising” me (not that I came in there seeking medical advice) I calmly told her that the photos are almost done which it is as I just needed to pay. But this lady insisted that I leave and I should go and take care of my child…which of course ensued with me defending myself and my role as a mother knowing full well that the moment I walk out of that shop my baby will stop crying. Thankfully the gentleman at the till kindly assists me and informs me to ignore this woman. If it weren’t for the gentleman and the other members of staff who have been kind to me throughout the time, I would have given...

I had to pick up some very simple prescriptions and I was served straight away by a staff as there was no queue. She told me my medication is ready but just needs approval from the pharmacist. Since then, I saw the staff telling the pharmacist that my medication needs approval a couple of times. However, the pharmacist ignored that and continued on serving other people, checking all their medication but mine. I didn't want to be rude so I decided to wait out. When I finally ran out of my patience and said I have been waiting for a long time, the pharmacist responded in a very aggressive tone that she did not know that I was waiting and nobody told her that she needs to approve my medication which was clearly not a true statement. I have been standing in front of her all that time and whilst other people in the queue were asking me if I had been served, she didn't even bother paying any attention to that. There was no single word of apology and her attitude was completely disrespectful. I said if I at least deserved an apology for the unnecessary, exceptionally long wait, she rolled her eyes and repeated in a raised voice that she did not know I was waiting. Highly...