BOOTS

rach

a few weeks ago i bought a new hairdryer in my local boots. it was a really good 2000w remington one, reduced down to half price at £10.99 in the pre-Christmas stock clearance. i paid with my advantage points.

I hadn't actually used it as i've had my hair braided for over 3 weeks since i was on holiday.

the other day got it out, and the front panel just fell off - obviously it's no good. today went back to ask them to exchange it for a non-faulty one.

they no longer have the exact same model, though one that's almost the same (same make, wattage, size, look, price etc)... BUT they refused to swap it, instead saying that as i'd only paid the equivalent of £10.99 i have to pay the difference (currently £7, as this is reduced at the moment) for the new one. am i the only person who thinks this is utterly ridiculous? surely if a product is faulty its faulty, and i should get a replacement???

the girl was also extremely ignorant and rude to me, when i asked to speak to the manager she got him/her on the phone to her, but i didn't get to speak to them.

i plan to phone Boots Head office tomorrow and tell them how appalled I am with their customer service, and ask them what they plan to do about it.

i know its not a massive massive issue but £7 is actually currently beyond my budget, and i'm now left with a totally useless product, as well as having no hairdryer in the freezing cold!!

bridiej

I think you're right, if it's faulty then you should be given a replacement and if that one is no longer available then it should be the nearest equivalent.

Dont put up with it - go girl!

I used to be a mystery shopper for Boots, in one store (just before Christmas) I had to ask a member of staff to tell me where somtehing was. I chose this middle aged woman from the perfume counter, she was very rude indeed and walked around the store so quickly I could hardly keep up, then said "there they are" at the end of the aisle and rushed off.

Ah, it was great being able to write a full report on how rude she had been!!! I almost felt like saying "do you know who I am".... ;D

divadee

Was it Castlepoint one rach? they are useless in there >:(

16011996

let us know how you get on. they should change it, no questions asked, cos its faulty.

rach

i spoke to customer service people at head office, got passed to a senior person, she phoned the store and phoned me back later to say if i go down there and see the elec beauty consultant (& gave me her name) i'll get the equal one.

haven;t had the chance to go yet but will go tomorrow...

not sure i'll even need it now considering the amount of hair that's fallen out when i've taken my braids out!!! :-/

rach

just an update to say i'm now the relieved owner of a nice new hairdryer to replace the faulty one. the consultant who i saw today was really nice, and appalled to hear about the treatment i'd had.

just shows it pays to complain!