Superdrug — Local services in London

Visited superdrug to exchange an oralb toothbrush set I bought. I got this exactly under 2 months ago and went in to ask for an exchange at this store as it stopped working. Bare in mind, I have TWO immediate family members that work in superdrug who told me the company policy is that the store you purchased from can do refund or exchange on faulty items without it charging the store. A faulty sticker would be attached after changing. I went on 18/8/24 in the evening around 4pm and asked 2 team leaders and they both said i cannot exchange as it’s over 28 days. However, there is a partnership policy with oralb and superdrug where customers CAN refund/exchange within 1 year. If it’s within 2 years, you could directly contact oralb. I asked them to print my receipt for me instead.

I came the next day on 19/8/24 around midday to ask again, to where another team leader told me they cannot do this either. Instead, I’ve had to ask my sibling to take it to her store to exchange it as her manager was happy to do this. Worth £100+, I wasn’t even looking for a refund as I knew it was just a faulty device. But the workers at this store were dismissive and unwilling to even help. This store do not know their own policies and what they are doing when their manager isn’t in. Maybe they have been told to not do refund/exchanges, although that’s a team leaders job?!? I will not come here again or spend money here as I was regular for years. Also to add, the team leader was surprised to see staff discount on my receipt..Thinking I wouldn’t know the policy!!

I know superdrug managers and area managers check reviews so I hope they flag this with the incompetent team at superdrug paddington who did not help even once.

Will leave the review on trustpilot too for Zaidi (manager) and Darren (area manager). You need to re-train the staff members so they are comptenent and aware of company policies because it is shambolic and a waste of time for me to do...

Some staff in this superdrug branch are not fit for dealing with customers. Maybe they can open a delivery box and replenish a shelf with products but surely not dealing with people.

There were many prices missing on the shelves, so I had to ask someone on the shop floor about prices, to which the sales staff, whitout even knowing exactly which item I was enquiring about replied me "it's all 23 pounds"

On top of that, the manager of this branch, Sammy, might be able to make a rota but surely not to deal with feedback from a customer, never mind resolving an issue with politeness and professionalism. He shown to have hot temper and made the situation even worse by being rude and not showing any empathy. Even if mistakes happen, an apology and empathy and politeness can surely sort out any situation.

Sammy however implied that I was lying when I mentioned her employee gave me wrong information (since she couldn't be bothered to check), and when I did ask for the head office contact number to complain about his bad customer service his answer was "Google it yourself, I don't have to give it to you".

Both cashier's behind the cash desk were both very polite and professional. It is not the first time I visit this specific branch and they are always kind and professional.

I shop in superdrug for over 12 years, in many locations over London. The staff is usually helpful and polite.

I finally found the one with worst customer service and will not purchase...

I suffered prejudice for being Latina! The cashier refused to sell me the products that had already been passed through the cash register, worth £120. Just because I am Latina and he was not having a good day. I called another cashier and he said he would not sell me because I was rude to his colleague. I asked him to check the camera because I had not been rude, they refused, and said they were closing the store, then they sold products from the store to another person who was in line! In other words, they were prejudiced, rude and liars. I was embarrassed, and I suffered prejudice. On December 26, 2024, around 7 to 8 pm, by 2 men! (I believe that if I were British or accompanied by a man, this would not have happened!) Because I am a woman, they chose to embarrass me! I was going to call the police, but since my night had already been very sad, I gave up. I hope that cashiers are treated the same way when they go on vacation in another country! and I am outraged that such a large store hires prejudiced and unethical people (the attendants did not believe in their own cameras and do not respect the police). Note: I am suffering from postpartum depression, I would not wish this on any woman! This happened to this store...