Boots UK Reviews 

Went to boots in Newmarket Road in Cambridge today (5/03/2026).
Asked the lady to help finding the right products for my pores .
Her reply: “don’t know much about it. Only working here 1 year. Let’s me google it”.
After google research she added: “come back if you do have any problems.” To do what exactly? Watching you google my questions?
Well done. You might just be off without her since I can google myself!!!

Item missing from order. Finding how to report was far from straightforward. Email sent. Automated response was verging on rude- no reply unless you reply to this email. As another reviewer noted there is no indication of any time line for a response.
Dreadful. Will not order online again.

I wanted to improve my look and Karen, on Boots No17 counter in Sunderland was absolutely fantastic. She tested my skin tone, recommended skin care products, did my face make-up and sorted the best deal. I look so much better and my skin is already looking better since using Future Renew. Excellent service from Karen

Inexplicable delay to the delivery of my prescription and Virgin Media levels of customer service. Tried calling the local pharmacy on the number given on their website. Number not recognised. Tried calling another local branch. Number not recognised. Tried calling two other branches. Nobody could be bothered to answer the phone. Tried calling two different 0345 numbers listed on their website. No one could be bothered to answer the phone. Tried emailing customer service using email address on their website. No response. Tried submitting a formal complaint via their webform. No response. This company should not be let anywhere near vulnerable people dependent on their meds. Quite appalling lack of accountability.

Terrible Customer Service system
An item didn't arrive and the system to complain is terrible. You have to send an email with all your personal details and have no idea when it might get through or if they will ever email you back.

Stock advertised online which is "a deal" with reduced costs are NEVER available in store. There was no banner stating that the stock was "online only" so today I identified Sanex Zero (Bundle of three at a good price) but none was on the shelves in store. I give up! No more time wasting trips when there are other stores to patronise.

I visited Boots Donegall place, Belfast today. I honestly wasn't sure what I was looking in makeup but I did know it was No7. The absolutely lovely young Sharon approached me, I thought I knew what I wanted but after Sharon's advice I realised I was completely wrong. She tried several different products and shades on me and not at any one time did I feel pressured into choosing No7. Sharon had the patients of a saint dealing with me!! I can't thank her enough for her advice!! She truly is an asset to Boots.

I arranged to collect on 11th February, this was the date in my confirmation email. Visited the local store after 14:00hrs where I'd arranged to collect the items to find they hadn't been delivered. The staff in the store tried to help but it didn't seem straightforward to be able to change things. They had some of the items I'd ordered in stock at the store so they said I could take those and refunded the cost of the other item I'd ordered.
On 12th February I had a message from Royal Mail with the tracking details for the parcel, I contacted Customer service about this as you can't contact the local store directly even though the 'phone number is a local one, you have to listen to a menu to be told to ring another number.
13th February I received a text from Boots to tell me my parcel had arrived even though the assistant in store had left a message for her colleagues about it. The message system doesn't allow replies. I no longer require the items as I told Customer Service on 12th February.
I'm just very disappointed at the lack of competence, Boots used to be a decent company plus I've never had any problems with their deliveries to my home address.

I am done with the website. Please hire better IT, full stack developers. You've had years to fix these bugs.
Too many bugs to even list here, but most recent issue (might not be related to a site problem) was ordering next day delivery for it to be canceled and refunded on its own. As a lot of reddit posts says, how do I use your site without setting fire to my computer....

​Terrible service at the Clifton Down Boots. The blonde cashier was incredibly rude, at first she refused to manually process my card and ignored me when my bag triggered the security alarm twice. I had to insist she check for active tags so I wouldn't be flagged in other shops. Very unprofessional! At the end another member of the staff had to help me.

A member of your Sunderland Boots Pharmacy a lady named Rainbow. ( and she
Really deserves her name ) went over and beyond helping me in sorting out my missing prescription. She was patient calm and smiling while she investigated the whereabouts of my item. Thank you so much Rainbow

I ordered online, received a message to state when delivery would be. Nothing arrived. Went onto the tracking and it said it was delivered to somewhere over an hour away from my address! I have called several times and emailed everyway possible. The response I receive is - The items have been delivered. Yes they have been delivered but not to my address or anywhere near me! I was even advised at one point to drive and collect my parcel! Last contact was a month ago (been ongoing since early October) I was advised it was being escalated and I would be called back! No communication at all, no refund and no goods! Absolutely shocking service from the customer care robots. NEVER AGAIN! £60 lost! I will NEVER shop here again!

I ordered an item via click and collect to pick up 19 January, I’m still waiting for notification to confirm the item is ready.
I have contacted customer service on 3 separate occasions and they offer no help at all, just give standard copy and paste reply. I asked to cancel the order and obtain a full refund, to be told I have to wait until tomorrow! Why? Click and collect is not fit for purpose in my opinion.
Never will I ever use this service again.

Forget 1 star. Its a zero star!
Got totally scammed by Boots online. Returned an unopened £252 Oral-B iO10 Electric Toothbrush via their business returns service with Royal Mail and they seem to have lost the item and won't refund my money after initially consistently promising to do so for nearly 2 months! Even Royal Mail say they should refund me as the Boots business service return service was used and there is a tracking service number showing the item arrived in Nottingham where their returns warehouse is. Wasted so much time on this with multiple phonecalls and emails with Boots customer service staff many of whom claimed they couldn't access this or that and kept going around in circles asking to be sent the same things again and again. These guys couldn't tell the difference between their own heads and arses. Boots Operations Team customer service who are impossible to get hold off firstly as they can only be contacted by an internal Boots customer service member then had the audacity to behave like cowboys on a street corner to scam me. These guys are so bad, dysfunctional, and incompetent they would not be able to organise a piss up in a brewery but they would do really well working for an East European gangster outfit. Don't even seem to be able to formalise a complaint as they say their joke operations team decision is final. Boots should be ashamed of themselves. It appears Boots are no longer a trustworthy or reputable organisation and now have no regard for UK legislation on consumer rights. Will need to take legal action and no doubt will succeed but the time and effort for me as a busy doctor will be a headache. Will never ever buy from Boots ever again when there are alternative more reputable organisations like John Lewis or Amazon online who actually have a proper customer service who will do a proper job and behave with a conscience. AVOID BOOTS LIKE THE PLAGUE! With a set up like they have I am sure Boots' days are numbered. As more customers like me move away from them hopefully its just a matter of time before they are forced off the high street. They are clearly run by and employ total imbeciles.

Collected half of my order, bit what’s happened to the rest of it is a mystery. Can I get any help, contact anyone or get the problem sorted? No! I expect better.
They refunded me, told me to reorder, except now i’ll have to pay postage and they can’t do any more. So Boots have must lost an online customer. This is what happens when you use call centres off shore.

I have given this review one star because there is not an option for no stars. I buy my newspaper online, I went into the Bridport branch today and presented the £10 discount voucher on my phone at the checkout, I was informed by the staff that the voucher was only valid from the physical newspaper. I then had to walk to a newsagent to purchase a Daily Mail at the cost of £1.20 to tear out and use the voucher. The staff were apologetic but I think that it is a discrimination against us who purchase our newspapers online.

Absolutely awful customer service. I ordered a bronzer that turned out to be faulty and tried to return it. The Oxford Street store refused and told me it had to be done online. When I contacted online customer service, they told me the exact opposite — that it had to be done in store. Endless contradiction and zero accountability. They genuinely make your life hell if you try to return anything. To make matters worse, the customer service agent on the phone actually hung up on me when I said she was lying. Shocking behaviour. Boots has gone massively downhill — horrible staff, terrible systems, and no respect for customers. I will never ever shop there again. Absolute shambles of a retailer

Just hopeless full stop. Purchased an Xmas gift, delivery estimate 22nd Dec, they cancelled the order with no confirmation just refund back into account still with no confirmation

How Boots have fallen as a retailer! So disappointed and let down by your customer service, which is a total sham. After placing an order the beginning of November. It arrived in two different parcels into store. Unfortunately the second parcel never arrived. I popped in several times. Time I did not actually have, but nevertheless! The package did not appear. So I spoke to customer service. Who resent the parcel. Unfortunately the parcel arrived, but half of it was missing as the items were sold out. No surprise there. Which is why I ordered so early initially! Customer service also promised to update my Boots card as a goodwill gesture. Again this was not carried out! I am now £40 out of pocket, without points I was promised, and again about to make the dreaded call! Boots you should be ashamed of yourselves, never again. One more high street shop to go, and you only have yourselves to blame!

Have spent well over £100 on gifts via their Christmas promotion with delivery options to home or store. Whoever is packaging their parcels needs to give their head a good wobble. 1 box was way too small for the items enclosed and had no protective packaging inside resulting in a box of biscuits being crushed in one corner. A lynx gift set in the parcel also having its outer box damaged.

A second parcel containing 2 gift sets with a ceramic mug in each (Bluey) also had no protective packaging inside, a miracle those 2 arrived unscathed.

Latest parcel today had 2 items, one of which the outer box was ripped open (Spiderman shower gel set).

There seems to be no quality control whatsoever and any old damaged stock being sent out.
I will not be using again Boots.com again.