Boots — Local services in London

I need to bring this attention to the spotlight as the customer service in this branch is very poor, terrible and needs reviewing. I'm a local customer and since the pandemic and after the new refurbishment they had in winter 2020, this branch has been slacking in customer care and it is so appalling.

They need to sort out Customer service Price labelling More staff

I'd rather write this on here instead of writing a complaint as that won't make a fast move from experience. I'm sure customers that have recently visited this branch are experiencing similar or worse.

I went in on more than one occasion; There are rarely any staff around to help only one or two staff busy stacking shelves. I went to self service to check out some reduced items only to find they did not put the correct barcode on. I understand this is a mistake, as I get into more details it gets worse. Usually there should be a member of staff assisting at the self check out however it is very hard to get a member of staff's attention as there is no one around - I had to get the attention of the security guard who unfortunately is also very lazy and unbothered. I asked the security guy to get a staff member to help me and a friend at the self check out and he did not bother. Having to wait 5 mins, I had to raise my voice to get the attention of a staff member. She served us at another till as the barcode was wrong. The barcode was meant to be replaced with the reduced price.

Another time I came, I went to the self check out and my friend got some baby wipes which were on for 75p according to the label, only to find out at the self checkout they were £1.50. As usual, NO staff were around and this time looking at the same security man, I thought let me look for the staff members myself. I spent about a minute or two looking for a customer assistant in this small boots, no one was around until I came across two members of staff near the pharmacy section. This tall Asian guy (staff manager I'm assuming) was talking to another Asian woman (works in the pharmacy section) and he saw me and faced his back on me. I said "excuse me" once, I was totally ignored. Second time I said "excuse me" a little louder then they just looked at me and I said I need help at the self check out as there's no one there. The tall Asian man said "She doesn't work there" So I said then who can help me if there is no staff there and strangely, a staff member came behind me and she said "I can".

With regards to the price labels, the same happened with me another time, pocket size tissues were on for £1.00 and when I went to checkout they were £1.50. Terrible. They need to sort out either the labelling or product price.

I have worked in customer services before and can say from experience this is unacceptable. The staff are unbothered, the floor manager is even worse, the price labels are wrong, it's all a mess.

This branch needs reviewing and I'm sure with this type of service, no one would want...

Actual buffoons working at this zoo. My dad was trying to buy reading glasses and couldn't find it because he doesn't speak english so called my mum on the phone looking for it around the store. Unfortunately, they called the police on my dad without any CCTV evidence that he stole something and only based it on his dirty clothes because he works in a restaurant :). When they realised that they made a mistake because they couldn't find anything on his person they let him go. I later went to the same boots and although I speak english I also too could not find the reading glasses section because it is in the far corner of the shop. From what I have seen, the staff also do not look like high class citizens so not too sure what the problem was especially when there is no sign telling people that only clean looking people can enter the store. I would also expect workers from ethnic minority backgrounds to be less discriminatory towards other ethnic minorities based on their experiences but that was not the case. They also only have self check out services because they would rather talk to each other than to actually do their jobs. Not sure why anyone would come to this clownery if they had any self respect to be honest.

We have already contacted the head office who will contact the head manager of this branch. An email will also be sent because this is absolutely unacceptable behaviour.

UPDATE: Unfortunately, the manager has claimed that the security guard who is coincidentally not part of boots was the one who apprehended my dad. When requesting CCTV footage, they claim that "we do not hold any further footage regarding the events" even though the manager has claimed that from the CCTV footage that only the security guard was the one to apprehend my dad. How would he know this if they don't have any "further footage" regarding the events, bearing in mind that the "footage" they showed me was 2 pictures of my dad in the corner of the...

In these difficult times of the Covid-19 pandemic, I developed a very painful tooth infection and sent my husband to collect medication with the e-prescription from Boots Bishopsgate. At a time when dental surgeries are closed and a sick person is at the mercy of the medication they have been prescribed, my husband was coldly refused. Calling them by phone I was told that they needed a print-out or fax of the prescription, access to which we have none, everything is closed, we do not own a printer, and who uses a fax nowadays!? Further, they refused to call the dental surgery, I had to request for my dental practice to contact them..at which point they refused to give the medication anyway citing a policy that all prescriptions must be faxed! The lack of empathy or help to resolve this quickly for a person in excruciating pain (why can’t they print it, or receive it by email?) because of an archaic policy is an astounding example of cruel bureaucracy. Delaying my treatment and therefore bringing me closer to having me go to the hospital where I stand the chance of catching the virus and exposing my baby and family. At such a tough time, with lack of access to many treatments and facilities, the community trusts their pharmacy to look after the sick and vulnerable. Shame on you and shame on your policy Boots Bishopsgate, you seem to have lost your humanity at...