Boots UK Reviews 

Bought 2 expensive items plus one they offered free, so a total of 3 items should have been delivered. Only the free one and another arrived. Now they have 'investigated' and won't be sending the correct one out, so effectively calling me a liar and stealing my money. I'll never use them again

My order is 2 weeks late and no response whatsoever from their non existant customer service team

Terrible online experience. Telephone code spoken too quickly and not repeated enough. Try again and code incorrect. Then the Captcha is low resolution and frequently repeats. Useless. Gave up in the end.

Boots sent me the wrong item in an online order. I reported it immediately and was told to return it to store, which I did. The store took the incorrect item and told me the correct one would be sent out. Instead, I'm now being told the matter is "under investigation" and I may or may not receive the item l've already paid for. This isn't even a high-value item, but the one you sent is useless to me. I've done everything Boots asked, yet weeks later I still don't have what l ordered. Appalling customer service.

Tried to order 3 times both cards valid it's slow and does not save anything total waste of time tediously slow and shambolic lack of explanation gave up

I am extremely disappointed with Boots Customer Care. Back in August 2024, I received a clear, written commitment from their team stating: "please let us know next time you have placed and received an order and we will honour the voucher discount."

This official commitment was completely open-ended, with absolutely no expiration date, deadline, or time-bound conditions attached to it.

However, now that I am trying to use it, customer service is refusing to honour their own written words, using the lazy excuse that the original order was from 2024. A written promise from a major retailer shouldn’t just disappear because they feel like it.

This is a total breach of trust and terrible consumer practice. I have the entire email thread documented. Due to this dishonest behaviour, I am taking my planned €200 purchase to Holland & Barrett instead. (Reference number: 68317766).

Made an order that included a bundle of 2 items. 1 of the items from it was incorrect, a different type of product to what I needed and what was on their site as the offer. Boots are very aware. They insisted I was sent the right thing, despite clear evidence from their own site and provided screenshots of my order confirmation, dispatch and what arrived etc. They have kept my money and refused to send me what I paid for. They have also refused to escalate / allow me to lodge a complaint. They have been proven to be in the wrong but are keeping my money anyway and refusing to send the right goods. Absolutely disgusting, completely ripped off and this basically feels like theft. And not allowing a formal complaint?! How is any of the above legal? It appears to me there are breaches of the consumer rights act, so I’ll be raising to trading standards.

I’ve genuinely never encountered a business so inept. This is now the third time Boots has failed to send the correct items. Every order looks as though the person packing it simply grabs whatever is closest to them and sends it out.
I’m clearly a mug for having ordered online with Boots again after their previous mistakes. I don't even want to use Boots Pharmacy or Opticians as they clearly don't pay attention. Boots online really needs to be shut down. **UPDATE - still nothing from Boots even though I took the time to post the items back. I'm wondering why it's ok for Boots to steal and get away with it??

Online order arrived with only 3 of 4 purchased items. Tried to find customer care line but the system is set up to keep you running in circles without any help. After searching online I managed to get a phone number. The telephone agent was very abrupt and said it was out of stock and I could have refund or reorder - but the price had gone up because it was no longer on sale, even though I had purchased it on sale. She was really blunt and basically stopped speaking. I’ll avoid Boots in the future.

Boots customer service is terrible at Dudley town center(not all the staff Andrea was fantastic) on the last 2 months have experience all of these.
1-I had to return a sex toy as it came used and dirty
2-I have received a face cream open( the seal and outer pack was clear open but still was sent to me)
3-My order was lost.
4-Went in to store and my items weren't there(no explanation from the staff)
5- One staff put the phone down on me.
I truly can't understand why a big company like Boots will deliver poor service like these. No apology for any of the things I have mentioned,they just don't care.

Made an order with what I thought to be a trusted brand seller Boots, for baby formula and hospital ready sterile milk bottles etc, out of the £221 order only £50 roughly of items arrived to a collection shop, this order was put in on the 11th of may I had no update about the missing items, I had to call myself I relied on them to get the order dispatched on time for collection may 14th 2026 and I was patient up until yesterday they were 100 percent willing to to let me wait it out for much needed newborn formula, and upon calling yesterday iv been told to wait for my refund of over £170 even tho I explained I am due anytime to have baby from last week and that I need the funds put back to go buy the milk from elsewhere asap, but they still haven’t processed it,

Safe to say il never be ordering with Boots online again it’s disgraceful been made to wait that length of time in this day and age when most branded shops have these situations dealt with instantly they lack enthusiasm and do not put there customer first to date still not refunded

Placed and two separate orders. 1st arrived in such flimsy packaging that the goods were badly damaged due to being a downpour, I can only assume, and the 2nd were pharmaceuticals not properly sealed. I was surprised they were still in there, and children could have easily accessed them, which was negligent. I complained to customer services in November last year and have followed up since, including on Resolver and Facebook, and have been completely ignored!

On 3 occasions now, I have gone to boots to collect a perscription, only for the pharmacist to be on a lunch break and told to wait or come back. This is awful service. Boots is the biggest pharmacy in Great Britain and you cannot have 2 pharmacists on a rotating lunch break? Im currently standing in Boots in Islington, London on a sunday and their is only 1 pharmacist working here today, she is on lunch, there is about 20 ill people standing here waiting go get medication. We have been standing here for 30 mins. Its Sunday, all other pharmacists are closed, therefore Boots is the only option in London on a Sunday. This happened to me before at St Pancras International also. Not good enough.

I would give it minus stars if I could. My order arrived damaged and you can't speak to customer service. The was no packaging inside the box and the shampoo lid wasn't on fully, so leaked everywhere. Disgusting service all round.

I was going through a tough time, and had ordered my medication via boots online. I was hoping to pick this up but unfortunately I was taken into hospital and was on life saving support. Boots said I could no longer pick up my medication because I took too long, AND that they would not give me a refund because 14 days had past. That's right, Boots told me they will be keeping my money! I called them to complain and the advisor simply said, and I quote, "get a life" when I begged them in tears for a refund! Disgusting company

I highly recommend Boots Pharmacy @Kent Hills Rd, Leigh on sea Essex great service, lovely staff and they get the job done! After years of abysmal service at Ballards Walk in Basildon, Essex this was a breath of fresh air, well done everyone who works there.

If I could give 0 stars I most certainly would!!

I have ordered a quite expensive makeup palette from the website. The delivery was quite swift as I paid for next day delivery, however the product was damaged and I needed it quite urgently.
I called Boots customer service and I was advised to return it in store and with the refund to buy a new one if I wanted to.

I followed the advice and I was meant to receive the new item on May 2nd (returned on April 29th).
Not also I have not received it yet, but I sadly discovered it has been sent to a different location miles and miles away by mistake. I did not get any updates for about 6 days, therefore I called customer service.

Customer service was appalling!! Unable to help as, according to them, I ordered the new item in store following the refund and I did only get an email with the refund receipt.

Royal Mail could help very little, I was told that probably only when the product will be declared missing in another week they could issue a refund!!

APPALLING! DON’T BUY ON BOOTS WEBSITE EVER!! ALWAYS BUY IN STORE IF YOU NEED TO!

Obviously I made a complaint when I rang their customer service.

Visited the Eltham store to buy some snacks it was early afternoon the store was very empty. When I went to the checkout the retail assistant short changed me. I couldn't believe it. I think that the staff need to do further training. The problem was sorted out . It's a good think I can add up fast.

Don't believe the next day delivery promise! A week after I ordered some cold medicine, due to the promise of next day delivery, it still hasn't arrived. Customer service is terrible, a mixture of AI and cut and paste platitudes from the website. I'm now expected to wait 3 more days before I can even ask for a refund. Based on other reviews I dread to think how that will go.