Boots — Local services in London

I just had the most unpleasant experience I have ever had shopping at this boots branch. One of the security guards was extremely offensive and disrespectful. It’s very concerning that they are not doing much with actual thefts and robberies but pointing their fingers at normal customers with such attitude.

I went in the shop empty handed planning to get some tampons. Was only ganne pick up a couple of boxes therefore was not bothered to use a shopping basket. After I found out tampons are on sale, I decided to get more. Wasn’t able to hold all of them in my hands, I just put them in a M&S shopping bag I had in my pocket.

On my way to the check out, I stopped to check my phone and the staff just came to me and asked if I had paid. After I said ‘Not yet’, he went on questioning forcefully why I put them in my own bag and why I did not use a shopping basket, as if I was trying to steal by hiding boots’ items to my existing grocery.

I have to say I am VERY UPSET, feeling being treated unfairly. It’s less about wether using one’s own shopping bag is suspicious/should be banned, but more about boots’ security guards’ professionalism in general.

First of all, asking a customer who is still physically in the middle of the store whether they have paid is STUPID and by doing so the customer is automatically and implicitly accused of stealing. I am sure most customers who have paid already would proceed to leave shortly if not immediately. Therefore the only reason I can think of for the security to ask such question is when they are suspecting one to be stealing.

Second of all, there is no such rule / sign stating that you have to do your shopping with a shopping basket. People can of course choose to just hold items in their hands, using a shopping basket or other reasonable containers. You CANNOT assume people are stealing just because items are not in a shopping basket. Similarly, if you don’t put up signs for dogs not allowed, then you shouldn’t ask dogs to leave.

Third of all, I have seen too many occasions where people are using their own plastic shopping bags, canvas bas or shopping trolleys to do their shopping. I have never seen them being told off. The concerned boots staff must be suspended and investigated for racism against Asian.

Last but not least, if you simply google ‘boots thieves’, ‘boots robbed’, etc. you would find how useless security guards actually are in terms of stopping actual crimes. If they can just spend less time on pointing fingers at normal customer, and step up when an actual robber is storming out, boots wouldn’t have struggled so many years...

Misleading Return Policy & Discriminatory Behavior at Boots

I had an absolutely terrible experience at Boots today. When I tried to return a cosmetic product, the staff refused to process my refund, claiming that cosmetics cannot be returned—even though this is nowhere mentioned in their return policy. This is completely misleading and unfair to customers.

To make matters worse, one of the staff members even asked me, “Are you Indian?”—a completely unnecessary and inappropriate question. It was offensive and made me feel singled out for no reason. No customer should ever be treated this way.

Boots seriously needs to train its staff on proper customer service, inclusivity, and following store policies correctly. Until they fix these issues, I strongly recommend shopping elsewhere. Do...

I had a terrible experience at Boots today. I was simply trying to use a tester—which is meant for testing, right?—but a staff member rudely stopped me, saying it wasn’t allowed. If testers aren’t for testing, then why have them at all?

What made it worse was their rude and inappropriate behavior, even questioning me with “Are you Asian?”—which was completely unnecessary and offensive. No customer should ever be treated like this.

Not all staff members are bad, but Boots seriously needs to hire and train employees who understand respect, inclusivity, and customer service. A friendly and helpful attitude goes a long way. I hope they improve because customers deserve better!

Would not recommend visiting until they fix their customer service issues. Do...