Boots — Local services in London

Extremely Disappointed with Customer Service at Boots Paddington

I recently spent over £100 at the Boots store in Swansea, but was very disappointed with how I was treated when I visited the Paddington branch. One of the items I purchased, worth just £5.59, turned out to be faulty. I opened it on the train and went to Boots Paddington to request a refund.

Instead of receiving help, I was met with over 10 minutes of argument from a staff member in front of my child and other customers. She insisted that they don’t stock that brand and told me I had to find a different Boots branch that did – which is completely unreasonable for a national retailer with shared systems. I was made to feel like I was doing something wrong for returning a faulty product.

Eventually, I asked to speak with a manager. He came over but didn’t acknowledge me at all – no hello, no apology, nothing. He processed the return without saying a word. The lack of basic courtesy or empathy from both staff members was unacceptable.

It’s shocking that such poor service would be given over a £5.59 item, especially considering the amount I had just spent. I expected better from a...

If I could give a 0 star I will do it. Today I go to this Boots shop for the first time ,and I had very bad experience with one male staff who is working as a host I can say. I go to pick up my medicine, after that I go to choose a shower gel which I did, so I was looking for Vichy face care, by looking I got an emergency call so I stopped inside to speak on the phone, the Man who was working as a host, he came across me so many times during my conversations, than he come and asking if I want something else, I was on the phone he interrupted me saying that I am not allowed to stay there because I block the way for other customers, I told him that there is enough space for people to pass, and he insisted me to leave that shop, wile I was on the phone, keeping saying go out, he made me very nervous and make me to feel very bad in that time, made me to feel like I wanted to still not to buy :-((( Soon after when I finish my conversation on the phone I turned back to buy what I wanted to buy and left with tears...

I had a disappointing experience at the Boots store inside Paddington Station. When I first made my purchase, I was told by staff that unopened items could be returned regardless of category. However, when I returned to return some unopened medical products—which turned out to be unsuitable for the injured person I was caring for—I was told by both the pharmacy technician and the store manager that returns were not possible due to their policy.

This return policy is not stated online and was only pointed out to me after the fact, printed on the back of the receipt. This was frustrating and felt misleading, especially since I was relying on the information originally provided by staff.

For future customers, I strongly recommend confirming return eligibility with the store manager directly before making any purchases, especially for medical or health-related items, as it seems staff may be misinformed and the burden falls unfairly on...