Newest Review: ... or to pick up in store? I've used boots for years and prefer going in the shop but when the recent 75% off sale was totally wiped o... more
Avoid boots online at all costs
Author Name: Trisha Cray
Advantages: Good meal deals to comfort eat with after poor customer service!
Disadvantages: Staff poorly trained in customer service, poor returns and exchange policy, faulty electrical goods
I am a regular customer of the store and over years I have built up great faith in the brand of boots. Yes their products can be slightly more pricey than say...superdrug, but generally the service can be good and the meal deals are good value. My faith in their customer service has now been shattered following my first attempt to use boots.com. I ordered a Phillips lumea precision online and was lucky enough to get the online deal of 50 pounds off and ten advantage card points for every pound spent. Bargain! I ordered my product to be delivered at the Cardiff bay store so I could collect it. When I got the product home, I discovered that it was faulty and simply wouldn't switch on. Inevitably this was disappointing so I decided to take the product straight back to the shop within an hour of me collecting it.
Well, what happened next was ridiculous. I was queuing at the collection point to be served, only the pharmacist was dealing with customers whilst other members of staff were having a natter around me. Two girls were gossiping, and ignoring the ever growing queue. A supervisor walked past and ignored me, even though I was blatantly waiting. I was already shocked, but worse was to come.
The lady seemed rather annoyed at me for my product not working, saying that it was a problem with the appliance and not the product (she didn't make sense). There were other identical copies of Phillips lumea precision in store so I hoped I would be able to make a switch for a product that wasn't faulty. However, not so simple, this wasn't possible. All they could do was offer me a refund for the product I bought online, then charge me a hundred pound extra to buy the product in the store. Also this would mean losing my advantage points gained from the original purchase. I became quite upset at this point. The supervisor then re-assured me that "in any other circumstance an exchange would be possible". This is insane since there was a fully functioning product available right in front of me and I was unable to take it. This was also massively inconvenient as the store is 8 miles away from my home. Why should I have to be charged a hundred pound more for receiving a faulty product.
The final piece of sterling advice was to go home and re-order the product. Do Boots really think I would do that and go through this frustration again. I am going to try and avoid using boots as much as possible. But I'm sure the meal deals will lure me in. Also, there is not email address available online to complain directly to boots....l. Ridiculous.
Summary: Avoid purchasing goods on boots.com as if it goes wrong....their customer service is really bad