Boots — Local services in London

Went to pick up my online order at Boots Holloway on 30 Nov, and had a really unpleasant experience there.

First, I want to say that there was one staff that was really helpful and polite at the till and that was a lady with a hijab. That lady helped me locate two out of the three parcels I needed to collect, but the last one was missing, so she rang the bell so that another staff could come help as the queue at the till was getting really long. I waited for 5 mins, and no one came, and then suddenly another lady came to the till, shouted at the staff with the hijab, saying "You gotta ring the bell!!" I told that other staff she did ring the bell, and that staff ignored me and said to the hijab lady again "You gotta ring it louder!!" and kept hitting the bell. She then walked away, and another 5-10 minutes passed and no one came to help me look for the 3rd parcel.

Then, a second older lady came to the till, and told the hijab lady off, "Why did you keep ringing the bell? I'm busy." It's ridiculous the way the till lady was being talked to, and the fact that one of them asked her to ring the bell LOUDER, and the other one getting annoyed at her for ringing the bell are insane. When the till lady was the actual one working through the queue and helping click & collect customers.

I was waiting for 15-20 minutes at that point. And the old lady that was very rude to her started looking for my parcel while complaining. At the end, it was still the till lady with a hijab that helped me locate the 3rd one (it was hard to find as it was damaged and repackaged). I really appreciated her help, despite the till being busy, and her fellow staff members being so rude to her, she was still so patient and professional. Truly a star.

I feel very sorry and frustrated to see the way a member of staff being treated like that, potentially due to her race or her age (she is younger than the other staff). There really needs to be a bit more respect amongst staff. As a customer, it was really hard to watch, it left a really unpleasant taste in my mouth and doesn't reflect well on Boots. I hope the management team could look into this and make sure that staff treat each other with respect and fairness, and not cultivating such a toxic work environment that even customers who don't work there...

First of all, I feel it's important to note that I am a big supporter of limiting the amount of people in stores and therefore waiting is definitely not an issue for me, but I feels it's important that everyone working in the store is aware of the store policy. I was standing in line probably about 20min (again this is not an issue ). A security guard at the entrance is telling people when they can go in (makes complete sense). Later another security guard comes and tells people in the queue that it's "One out, one In" so we can go in when somebody comes out (again, this makes sense too) . After waiting a while longer, I am next in line and see a person leave, so I do like the people before me and walk in. Almost immediately I get a hand in my face telling me to wait until I am called. I apologise and just go back to my place. A third employee comes to the door and tells me to go in, so I go. I must have been in the store for 30sec when the first security guard comes up (not even given me 3 feet of space, so no social distancing) and asks what I am doing and who let me in. I calmly tell him the young woman in the door told me to come in. He is clearly annoyed with me and I ask him what the problem is and at this point the young woman in the door confirms that she told me to go in. The security guard gets closer to me and angrily tells me that there are too many people in the store. I get so uncomfortable, both from not being given enough personal space, but also from being made a problem, when all I did was do exactly as I was told. I was very disappointed with the way I was treated and I think this Boots needs to make it clear to all its employees what the policy is for customers in the store, so not to make...

I only visit this store when it’s an emergency & after today will never ever visit again. Zero stock, one till only yet 7 members of staff in clear view just talking. Zero stock-60-80% of shelves empty, staff complaining of lack of staff yet disabled with university educated brain & customer service is providing acceptable service which complaints are not customers problems.

As a physically disabled individual ordered to pick up. Gave first half of double barrelled surname but packaged under the second. When I pointed it out told me to prove that’s me as not what I gave, demanded she look on the label as full name has both but persisted in telling me to respect, stop shouting BUT was totally belittled & disrespected in front of other customers even making me wait in the pouring rain to pick up MY PAID GOODS! Staff treat individuals as children not paying customers completely failing in customer service but also consumers Rights with the excuse of Covid!!! EVEN THE SECURITY IS...