bootscontactlensrewardscheme.com Reviews 62

I was a long term Boots eyecare customer as I felt the optometrists and in-store care was better than other high street chains, BUT I have to agree with other reviewers that the change from the previous management team is a big problem. Online portals don’t seem to work, the team at the end of the phone are not as helpful as before in their protocol and management (unlike the Scottish company before who were great- now you can’t take a break on the scheme in the same way as before) and the worst part is no lenses!! I’m running out and no sign of my latest shipment for weeks now, despite raising this- it’s massively overdue. So I’ve had to vote with my feet & my wallet and go elsewhere.

I am not receiving the service for which I am paying. I am repeatedly being told that my prescription is out of date so my lenses are being delivered to my optician. The optician has assured me each time that it has updated the system to reflect my prescription is in date. However, nothing changes. I am extremely annoyed. This system used to work seamlessly but in the last 2 years has gone to pot. Boots Opticians need to sort this out asap.

Why I Switched to a Local Optician After Endless Hassle.
I joined the Boots Contact Lens scheme expecting convenience and reliable service, but my experience has been nothing short of disappointing. What began as a simple subscription quickly turned into a drawn-out saga of frustration, especially after I moved house.
Updating my personal details with Boots proved to be a nightmare. Despite informing them of my new address, the process was slow and unnecessarily complicated. For months, I was forced to travel 3 hours back to London just to collect my lenses because Boots insisted they couldn’t update my address immediately. This completely defeated the purpose of a subscription service that should be convenient.
The most baffling part was the wait for Boots to finally agree to post my lenses to my new address. It took nearly two years of constant chasing before they managed to sort this out, and by then, I’d spent countless hours on the phone and wasted time and money travelling for something that should have been posted to me without fuss.
Boots recently introduced a new system, which only added to the chaos. Payments repeatedly failed or didn’t go through at all, leaving me without lenses and having to sort out the mess myself every time. The whole process felt clunky and unreliable, as if Boots hadn’t tested their new system before launching it.
Trying to log into my account was another exercise in futility. Password resets didn’t work, and the website seemed to have a mind of its own. I was left in the dark regarding my subscription status or when my next delivery was due, which only increased my anxiety about running out of lenses.
Customer service was, frankly, unhelpful. Each time I rang up, I was met with vague answers, long wait times, and no real solutions. It often felt as though I was being passed from one department to another, with no one willing or able to actually resolve my issues.
In the end, I decided I’d had enough and switched to a local optician. Not only did they sort everything out quickly and with a friendly attitude, but they also provided the exact same lenses for half the cost. The difference in service and value was like night and day.
My recent experiences with the Boots Contact Lens scheme was consistently negative, plagued by administrative hurdles, a dodgy payment system, poor account access, and lacklustre customer service. If you value your time and money, I’d recommend looking elsewhere for your contact lenses. Switching to a local provider saved me hassle and cash—and I wish I’d done it sooner.

Took my money no lenses no communication no support nothing what a scam

I’ve only just joined and was given one pair of lenses after the trial ( eyesight changed) to last me 3 months, unfortunately a mishap occurred and I’d got no lenses at all, informed my local boots and arranged a replacement pair, a month later and still haven’t received any so it bodes well for future deliveries of my lenses!!
Boots the store were so apologetic and although I stated it’s not their fault they’ve tried everything to get me my replacement…
Think i will be going back to Specsavers sooner than I imagined at this rate

Terrible. Delayed deliveries, slow replies. Why am I still waiting for contact lenses that were ‘being prepared’ on 4th Jan? So tedious. Like many people I live a busy life and now have to make time to find an alternative provider and get set up with them. Such a pain.

Site doesnt allow a zero star rating. Have been a member of boots reward scheme for years, find it just about impossible to accessmy account since switching to the Adaro platform.

The revised delivery arrangement on a 3 monthly basis is very inconvenient. This is not a customer focussed change merely a cost saving exercise that benefits Boots and Boots alone. Why can't you stop deliveries online via your account ? Everything is a hassle. I really don't like Boots any longer.......

Missed deliveries, boxes with faulty lenses, the slowest customer service around - there is absolutely no reason to shop with Boots for lenses, it’s overall entirely frustrating.

I am absolutely fed up with Boots opticians. I have been going to them for years and was pleased with their contact lens delivery scheme until this year. I too have had delivery issues and also issues with them saying I haven’t had my contact lens checks when I had. They blamed my branch for not updating the system. I think I will take my business elsewhere now as I am now getting persistent phone calls from a Guildford number trying to get me to book appointments. My father passed away this week and booking an eye appointment is the last thing on my mind at the moment. I told the person that called me yesterday this and today I have had another person call me - she was very persistant as though she is getting paid for each appointment she makes. I am not happy! I will be going elsewhere.

I’ve been on the reward scheme for several years, without any issues, lenses arrived on time and easy access to my online account. However, since the recent changes everything has gone wrong! Lenses didn’t arrive, no communication or explanation received. Couldn’t access my online account, almost impossible to speak to someone directly, tried to reset password, this failed too! Weeks later and still without lenses and can’t access my online account. I will have to go elsewhere as this is totally unacceptable. Boots, why did you change everything when it was working well before???

Absolutely APPALLING.
I have been a member for a number of years. 12 months ago, Boots failed to send me the correct number of lenses, despite the fact that I had made no changes to my plan. I had to spend an hour on the phone getting the missing lenses sent to me. Unbelievably this has happened a further THREE times in a row. Despite the fact that I spent a considerable amount of time on the phone with the team trying to sort it out and being told that it was resolved.
When it happened for the fourth time in October, I made a formal complaint immediately after and I have not received a response or resolution. I spent another hour on the phone this week talking to Bre who told me that she had to cancel my plan and reinstate it, and that I had to re forward on my complaint. She assured me that I would have a response by today and that she would call me to check up. I have not had an email or a phone call and additionally have received an auto email saying that a direct debit of over £100 will be taken out of my account (without my authorisation). The customer service non-existent.
AVOID AT ALL COSTS

Abysmal. Got my prescription wrong for the first two deliveries. Even Boots staff have to phone them on their normal line which can take hours (no exaggeration) and sooo expensive. Avoid!!

I have been a contact lens reward scheme member for nearly 30 years. I have always received excellent service from the opticians, and have recently had first class treatment resulting in a new lens prescription. Hence a rating of two stars rather than one. The most significant part of this new prescription is an upselling to the most expensive lens, which I agreed too on the opticians advice. I returned an unopened pack of 90 lens on my old prescription. I have since received confusing emails about new direct debit instructions, with no explanation of the way in which my returned lenses are credited. I have tried in vain to contact customer service by telephone. I emailed then, but three days later still no response. My details on the scheme records are wrong - showing me as a two year customer not a 26 year customer, and retaining an obsolete home telephone number. Consequently my review would be 4 stars for the optician service, and minus two for the customer care centre and administration. Hence my now two star rating! I would add that, up until a year ago the customer service was great, and very responsive, administered I think from the Channel islands. Something has obviously seriously gone wrong in the last year or so.

WORST SCHEME EVER INVENTED. DELIBERATE THWARTING OF ABILITY TO BENEFIT FROM THIS SO CALLED RECYCLE SCHEME DESIGNED TO BENEFIT CUSTOMERS.

Extremely frustrating. Returning to contacts lenses has been a nightmare. One page of the website says October delivery, next page says November delivery. Direct debits increased massively. Avoid.

Just thought I would add my review which is exactly in line with the others. Lenses used to arrive like clockwork with the previous supplier. Since the switch over to Adaro, it’s an absolute shambles. Have had to get Boots to order in trial lenses on several occasions. Just realised my daughter was running very low, checked the website, should have been delivered 17th October, but they’ve not even been shipped. No notification. Boots blame it on Johnson & Johnson supply chain…but I managed to order from Lens Store in minutes, with 24 hour delivery promise.

Am now 2 months without lenses despite paying on time for them - apparently they are complex and take longer to get to me. Can't get into the portal either to even check where they are as they have changed that and it doesn't recognise my reward number any more and can't re-register as it says I am already registered. Can only ring and after a long wait they tell me they are in progress. Have been with Boots for many years for all my lenses and specs and the last few months has been the most negative in 20 years - really poor

If I could leave zero stars I would. Ordering lenses used to be so easy, now it’s turned into a nightmare of going round in circles trying to log in and wasted time on tho phone.

the instore experience is excellent.
The disaster and link up with Adaro to deliver contact lenses is utterly broken. i’ve had to get emergency lenses 3 times from Boots.
under no circumstances should you join the reward scheme until they all get themselves sorted out.