Boots Damaged Goods policy!

powie

Just need to get this one off my chest :-/

Ordered a large order with Boots.com a couple of weeks ago, on their standard delivery service. I received one item from my order which was part of a buy 3 for 2 offer, and also there was a free gift with it as well.

Monday arrived (being the last day for my order to arrive) and no sign of my other parcel ( including nappies for my son which I was running dangerously low on!). I checked my order on the boots.com site and it said standard orders were being delayed for a couple of days. I thought okay, I can live with that. However come Thursday, I still had no nappies or any of my other goods. I emailed boots on thursday afternoon, but still had no reply by midday on Friday!

By now I had had enough and after looking on their site for ages found their customer service number. The lady who took my call was very helpful, but I found out that my item had been damaged in transit, and that a refund had been put back onto my credit card, but nobody had had the brains or courtesy to ring and let me know!

They have given me a dicount code for 20% off my shopping and have not taken my advantage card points off me, but would not put my order back on as I had orginally placed it, so therefore I have been told I am not entitled to my free gift!

So even though the lady I spoke to was very nice, it is a shame that Boots.com is so c@@p at letting people Know what is happening with their orders!!!

So as a word of warning, check where the rest of your order is, if you have split deliveries of parcels from Boots.com

worldtraveller

Powie, I fully appreciate the time & effort it takes to sort these things out, but I'm one that likes to get these large companies to comply with the law.

If you want to take it further, I definitely would! They have no right to tell you that they cannot now complete your original order/re-apply it. They accepted you order. This is a contract. You should insist that they complete the original order & supply your free gift. If they refuse, tell the person at the end of the phone (probably a low paid call centre worker!) that you want to speak with a supervisor.

Insist on your legal rights! If they continue the original line, tell them that you will be taking the case to the small claims court as they are in breach of contract. If you go that far, you can claim damages also (phone call costs, your time, etc.)

I know, I know, it can take a lot of time and these days you will probably be accused of being threatening or a terrorist for asking for your legal rights, but at the very least try to get a supervisor/senior manager to resolve it first.

Let us know how you get on, since if it doesn't work, we can at least give Boots a bad name on this board if necessary and nobody likes bad publicity!

jellyhead

send them back the one thing you got, demand a full refund and just keep the points :-)

PugLady_2

I've just had an email telling me that part of my order has been dispatched, but one item has been cancelled from my order as its now not in stock.
The item thats been cancelled was in their buy 2 get 3 christmas promotion, so I'm not too happy as I'm now missing an item that was worth £20.00 and have only been offered a 5% discount on my next order.
So I've emailed them letting them know I will be returning the whole order worth £110.00.
They should at least let you choose another item or give you a credit note of some kind that you can use instore to get the 3rd item.

Careful_Shopper_3

I just got an email from boots informing me that only part of my order completed 2 weeks ago can be fulfilled (having waited until the 11th hour to inform me of this I'm a bit miffed) I naturally wondered what part of my Christmas 3 for 2 order is missing and tried to look at my account online only to find they are having problems and the site is not working!

They have offered me £5 off my next online order of £10 or more. I noticed elsewhere on the forum that many of us have suffered with similar problems and I believe that someone was offered one of their items free as they could not fulfil the 3 for 2 offer. Apparently it is best to ring customer services as they are taking approximately 2 weeks to answer email enquiries.

I hope they manage to get their act together soon I like the shop but have noticed that many others such as Early Learning Centre are experiencing difficulties in honouring the order even though they have clearly stated on their website which goods are out of stock, which goods are in stock and emailed confirmation of order with all items ordered in stock.

Careful_Shopper_3

ooops sorry I've put this under damaged goods section when it was a general rant