Superdrug — Local services in Stockport

Disappointed with Superdrug Staff Service and Handling of My Concern

I recently had a very disappointing experience at a Superdrug store that has left me feeling extremely upset and disrespected as a customer.

I purchased three lip pencils—two were sealed, and one was already open. As there were no more sealed options in that particular shade, I bought the open one as well. Immediately after purchase, I asked the staff if I could return it, explaining it was already open on the shelf. The staff member told me no, as it’s against store policy to return opened items. Although I didn’t agree, I respected the policy.

Later, at home, I realised that the two sealed pencils did not match the tester shades I had checked in-store. I returned to the store to clarify, and saw that the testers and the products had different numbers. When I asked the staff, I was told those numbers were batch codes, not shade codes, and that the shades were the same. That was fine, but when she began mixing my sealed pencils with the open testers, I asked her not to—my intention was to keep my sealed items separate.

Then things became very frustrating. After confirming the shades matched, the staff tried to hand me open lip pencils instead of returning my sealed ones. When I said these weren’t mine, she insisted I had opened them myself. I firmly explained they were sealed when I brought them back. She said she would check the CCTV. After 10 minutes, she came back and said there was “no evidence,” but still claimed the opened pencils were mine.

To make matters worse, another staff member who had served me previously joined in and backed the claim, saying I had tried to return an open item before. I felt completely dismissed and unfairly accused—there was no willingness to understand or fairly investigate my side of the situation.

I understand store policies and don’t expect exceptions, but I do expect basic respect, honesty, and fairness—values most British customers appreciate and which reputable retailers normally uphold. Unfortunately, I did not experience those values here. I was treated with suspicion, not listened to, and made to feel like I was in the wrong for raising a genuine concern.

Very disappointing service overall. Not recommended for anyone who values respectful and fair...

Today I had a regrettable experience with the customer service and I feel compelled to share my dissatisfaction with the level of service received. Unfortunately, I encountered a poor attitude from the staff. From the start of my interaction, it was evident that the customer service staff lacked the necessary professionalism and empathy. Their tone was dismissive and condescending, making me feel unheard and unvalued as a customer.This left me feeling frustrated and abandoned as a customer.I had to report this behaviour to the management to prevent this in future .

Customer service is a crucial aspect of any business, as it represents the face of the company to its customers. It is disheartening to experience such poor service and witness the absence of any initiative to rectify the situation.

As a result of this unpleasant encounter, I am left with no choice but to reevaluate my patronage towards . Any company's reputation is built on the quality of its services, which includes customer service. Regrettably, in this case, has failed to meet even the most basic standards.

I hope that by sharing my experience, realizes the importance of improving their customer service department. Addressing the issue promptly, holding the representatives accountable, and taking necessary corrective action will be essential in regaining the trust...

I walked into Superdrug after work hoping to get a few things and I bought a spray that said on the price £3.98 they were some of the same different smelling ones at £5.99 but I got the other one because I thought it was cheaper. However when I got to the checkout they charged me £5.99 so I questioned myself and went back to check and it definitely said £3.98 so I told them at the checkout so no one else would get confused and the staff confirmed it so they got the manager who came storming over screaming “there’s no new price it’s £5.99” she went and checked and then told me that the £3.98 started from tomorrow very abruptly and rudely. She did offer me a refund but it wasn’t about the price it was so no one else got confused it’s just the principle. If the manager was polite and apologetic about it then I wouldn’t be so annoyed but the way i was spoken to by this manager was disgusting the customer service from her was awful and I’ll make sure to tell everyone that. Disappointing considering I work near there and go in there nearly every day. This manger needs a serious...