Boots — Local services in London

I was accused of stealing a points card. Earlier that day I had been shopping at the Westfield White City Boots, that is where I received my new points card and the reason behind it being still attached to the piece of paper I had received it on. When I approached this till and asked what I needed for to be able to use my student discount I was told I needed my boots card as well as my student ID. I rummaged through my bag and realised this would take a while and so I stepped to the side and allowed other customers to be served as I did not want to hold up the queue. I asked the lady politely (black middle aged woman) that if I could not find my old one, if I could get a new one today. She coldly explained to me that it is company policy and I would not be allowed to have another one after “confessing” I’ve had one in the past. I continue to search for the card and end up finding it, the cashier lady then proceeds to accuse me of stealing the card and grabbing a new one when she was not looking and when I tried to explain to her that it was a misunderstanding and attempted to show my receipt of purchase at a different store earlier that day, she began to tell me she doesn’t want to hear it and very condescendingly told that “it’s a yes or no question, calm down”, when she did not ask me but stated “you took that”. I chose to stay quiet as I had a feeling she wanted a reaction out of me and I was on the brink of tears having never been accused of stealing before. I left the store however decided to come back and make a complaint as what had happened was not ok. I approached this blonde white girl, early twenties maybe who was on the till and had seen what had happened previously. I asked her for the manager as I would like to make a complaint, the rude cashier then comes over to where we are and starts shouting LET HER COMPLAIN GO ON, “YOU THINK SOMETHING IS GOING TO HAPPEN TO ME“, at this point I am still trying to hold it together and not engaging as I believe she was trying to provoke me into snapping as let’s be honest. A teenage girl arguing with a middle aged woman, even id assume the young person was up to no good, and I’m sure she was aware of that and so I stayed quiet and waited for the manager as she continued to hurl out obscenities at me, causing other customers to stare at me confusion. It was highly obvious with how the assistant manager treated the situation that nothing would come of it as I’m just student but nobody deserves to be treated this way, I understand you having off days as an employee in customer service but straight up abusing your customers unprovoked and refusing to allow them to explain themselves is never ok. I do not recommend going to this store at all if you’re unwilling of become a punching bag for miserable socially...

Completely Unacceptable: Advantage Card Frozen, No Support, No Resolution

Review: I am deeply disappointed and distressed by how Boots has handled the freezing of my Advantage Card, which holds over £260 worth of points that I’ve saved over the past three years.

Without warning, my card was suddenly frozen. Since then, I have contacted customer service more than 20 times by phone and reached out via Twitter and Facebook. Every time, I’ve been met with vague responses about “review checks” or “security issues” — but no clear reason, no explanation, and no support.

Now, I’ve been told that it may take up to THREE WEEKS for this to be resolved. Three weeks without access to my card, without being able to earn or spend points I’ve rightfully accumulated. This has caused me severe stress, sleepless nights, loss of appetite, and ongoing anxiety. It’s completely taken over my wellbeing — all because Boots has refused to give me a straight answer or take responsibility for their own system issues.

For a company of Boots’ size, this kind of treatment of a loyal customer is not just disappointing — it’s unacceptable. Their customer service has been unhelpful, inconsistent, and indifferent to the emotional impact this has caused me. The complete lack of urgency, compassion, and transparency is shocking.

I expected better from a trusted high street name. I now feel that my loyalty and trust have been taken for granted, and I’m still left without access to something I depend on.

Boots needs to do better. A generic “it’s under review” response is not enough when people’s wellbeing is involved. I urge others to be cautious — and I sincerely hope Boots rethinks how they treat...

Usually I go to this boots because this is near my workplace.

Yesterday I went to buy some skin care products. The staff were not at all available or the one i saw were just rushing, i don’t know for what, but not giving face to the customers as we were going to ask them something. Unfortunately, my clothes were similar to the staff uniform and people ended up asking me queries which was not ideal. I talked to an elderly man who asked help to me not knowing that I am not a staff. He apologised but said it was because he couldn’t find any ‘static’ staff in the store as they were all running, not giving the customers atleast a minute.

I hope this will change. Its okay for people like me who can just walk around every aisle 100 times to find a product but please ask the staff to respect elderly people by giving their time and assistance. I understand they have lots to do in store but time management is one of the qualities for which they were hired. So i think it should make sense that you give your time to the customers and complete your admin tasks in the store within the...