Boots UK Reviews 

Popped into Boots in Barnet and was helped by Vicki on no7 and Kay at the tills. Both were really helpful and friendly. Kay also helped me with my app and recycling voucher. Such great customer service. Thank you

Subject: Complaint Regarding Delayed Delivery and Lack of Transparency

Dear Boots Customer Service,

I am writing to express my disappointment regarding my recent online order.

It has now been four days since I placed my order, and it has still not been delivered. I visited one of your Boots stores to ask for assistance, but I was told that I needed to contact Customer Service instead.

When I called Customer Service, I was informed that I would have to wait until five days had passed before they could investigate my order, as deliveries are currently experiencing delays.

What I find unacceptable is that this information was never made clear when I placed my order. If Boots is aware that deliveries are taking longer than usual, customers should be informed before completing their purchase. This would allow us to make an informed decision rather than being left waiting without any prior warning.

I believe Boots should be more transparent about delivery delays and provide accurate delivery expectations during the checkout process. The lack of communication has caused unnecessary inconvenience and frustration.

I would appreciate an explanation for the delay with my order and would also like to know what Boots intends to do to improve communication with customers regarding delivery times.

I look forward to your prompt response.

Yours sincerely,
[Your Name]

Indifferent and unwelcoming staff especially to people who need help. Incompetent and disorganized. Total misinformation and disinformation on customer rights. I was asked to pay for my prescriptions from March to July 2026, while I should have not paid and I was told that nothing can be done to be reimbursed. Even if misleading information was shared, not even an excuse - just indifference and irony to humiliate customers. Since I learned that they are doing the same to many other customers.

I recently bought a Boots battery operated toothbrush. It was not expensive but there was nothing on the packaging to indicate how long the product was guaranteed for so I emailed Boots with a General enquiry to find out what their guarantee on this type of product was. I explicitly told them that there was currently no problem with the toothbrush I had bought and I expected a one line response, but apart from sending lengthy cut-and-paste/bot replies, (such as how to return a faulty item, what to do with an unwanted gift etc) they continued to avoid the question. Eventually I received an email stating "we do not hold that information at the customer service centre... If there's anything else you need, just reply to this email and we'll be happy to help". What help? It's sad that Boots has degenerated from a bastion of the High Street to a "can't be bothered to do anything for the customer" store.

Ridiculous systems. Ordered item for click and collect. No dispatch email, AI asssitant gives wrong information. Constant obstacles to actually speaking with person. When I did get person, he couldn't tell me why it says dispatched but I didnt get text and not arrived, he said there could be "100 different reasons and I would just be guessing". Not only that, but no refund allowed until after 5 days after expected date. Today is 5th day so not until tomorrow. I asked if they could then refund tomorrow - reply "no. You have to phone again tomorrow" So more waiting on phone, more confused staff
Disorganised and unprofessional

I visited Boots Grimsby store on 19/06/2026 in the beauty & perfume dept . and I was served by Tracey. She was exceptional and went out of her way to help. I couldn't recommend her highly enough. Just amazing and so friendly. Outstanding 👍

Boots have lost the second order in a row for items delivered to the Sevenoaks store. They claim (again) this is a rare situation. Boots refuse to issue a refund for the item they’ve lost despite it being ordered online and a cancellation being requested because it is now “against customer policy”.
Well that’s one less customer for Boots going forward. It’s easy to shop elsewhere and there’s no reason for me to waste my time with them.

I have been using boots in Oxted since December last year when I first went in there I was told by a member of staff while waiting for my prescription that they do not tolerate shoplifting which I thought was very strange as she only said it to me due to the type of medicine I’m on very very strong painkillers !! They have given me packets of tablets with half of them missing then they forget to check the meds as certain meds have to be signed off twice by pharmacy and shop staff and then I’ve gone in there today to pick my meds up that I have to take every day or so I’m bedbound without them and there is no pharmacist working today and they ain’t got a clue if they coming today I can’t take my script elsewhere as only valid in Oxted so thanks boots !!

I booked an appointment for "Your eyes your way" make up tutorial with the No 7 beauty counter in Bath. I have not worn eye make for years and I am going on a cruise soon. I was really excited as I have never had a tutorial before.
I was a little early introduced myself to the young lady on the No 7 stand explained all of the above, so she sat me down at a skin diagnosis type machine ?? Interesting but not sure of the relevance ? We moved on to sit at the mirror and I reiterated that I wanted to know how to apply simple eye make up ! She applied a concealer under my eyes and I said the colour match was great, she immediately said I'll get you one ?? then said is there anything else so I said again I want to know how to apply eye make up ! She then suggested an eye shadow so I bought one along with the concealer thinking she would apply it so spent just under £26 ? So I asked again about my eye make up and she said just apply the shadow to your eyelid and add some mascara and thats all you need. I really feel Ive been ripped off I have an eye shadow that looks like a crayon and I have no idea how to apply it or any other eye make up !! total waste of time and I feel so dissapointed !!!!

Absolutely terrible. Items never arrive. Delivery is never next day or at all. First and last time.using boots. Disgusting.

I sent a complaint to Customer Service on June 2nd which was acknowledged but not answered. I sent a reminder on June 20th. Again, acknowledged but not answered, other than asking me to rate their non-existent help. What do I have to do to get some attention? Doers it really have to be writing to the CEO every time?

Appalling customer service - not refunded for items returned. As I paid with points, I have no redress. I would encourage everyone ordering with boots to do so via credit card! I have just deleted my account as I won’t be using them ever again. Much better alternatives out there!

I had such amazing help from I hope I have name right ?Joules and Alison this week when I accidently bought products that were not suitable, they went out of their way to be so helpful. They were absolutely brilliant. So understanding and caring. I went on to find the right products. Thank you so much for your help.
Debbie

i bold a gift card from bluelight card. and unfortunately i can't use on store. definetely no make sense. and attendant say i cant use on store. then why you guys sale products like this

Arrived ten mins late due to traffic for a second vaccination appointment. Pharmacy assistant was overly assertive, announcing across the open shop floor as I sat in the waiting area that I had to re-book. I went to the desk to explain that the pharmacist was 30 minutes late for my first appointment and expect flexibility. Assistant became aggressive. Not a good experience. Avoid.

Meron from boots Putney high street is incredible very helpful went above and beyond to assist us ! She is a great asset for your team !!

I have avoided using Boots own website for several years because of glitches etc.However i had an offer email come through a few days ago and my curiosity got the better of me. The site has been updated and so i was hopeful all the technical issues had been sorted. They have not.I was logged out three times for no reason.The inventory was appalling with items showing as in stock but out further down the page out of stock.The pages stuck. The range of items was poor. I will never ever use this site or their shops again.Just astounding how bad they are.

Boots at Fort Kinnaird Edinburgh. Was assisted by two marvellous ladies who provided excellent customer service and advice about products. A huge thank you to Julia who was working in the Bare Minerals / Cosmetics section. Your knowledge and kindness are much appreciated. Also, to Elsa on the tills who gave me great customer service. Many thanks.

Made an order to be delivered to store. In 5 days time. Only one item for the order arrived, I was told the rest would be in a separate package. 1 week later still no response. I asked their customer support team what was going on and they said they would need 14 days to review my case and re-send the items. End to end that would make my order a month late. I've now asked for a full refund. Next step will be a chargeback.

They said they don't offer goodwill payment, compensation or even an official complaints route. Appalling service. That's going to be the last order I make from them.

Max on the No 7 counter was absolutely amazing. Took the time to help and advise and showed me how to correctly apply foundation. Highly recommend her, great customer service.