HELP with Boots! Complaint!

nicole.17

Hello, no doubt in the wrong place but couldn't find the suitable place for my plea

I emailed Boots in November regarding a No7 ultimate nails kit (Previous christmas product), told them it was unwanted gift. Could I exchange instore and to what price. I made them completely aware it wasn't the recent edition. They told me I could exchange for £19.. something.

Went instore, checked at the tills the price (Again £19.. something) and they were happy to exchange after I'd found something. Was choosing things from No7 makeup counter, and they said I could pay there. When I said about my exchange they refused, called manager over who also refused :@ I told her the store I work in would be happy to exchange so why can't she?! If I had only gone to normal tills.. Argh!

Anyway, been emailing Boots customer care since, and have only just got a reply today. They told me ..

"I'm afraid we're unable to help you with this matter. You will need to return to the store where you work and speak to your Line Manager. They should then be able to discuss this further with you".


Is it just me, or does this have nothing to do with where I work. And I shouldn't have to include them to get it sorted. It's a problem for Customer care?

Please help.

skibster

nicole.17 wrote: »

Hello, no doubt in the wrong place but couldn't find the suitable place for my plea

I emailed Boots in November regarding a No7 ultimate nails kit (Previous christmas product), told them it was unwanted gift. Could I exchange instore and to what price. I made them completely aware it wasn't the recent edition. They told me I could exchange for £19.. something.

Went instore, checked at the tills the price (Again £19.. something) and they were happy to exchange after I'd found something. Was choosing things from No7 makeup counter, and they said I could pay there. When I said about my exchange they refused, called manager over who also refused :@ I told her the store I work in would be happy to exchange so why can't she?! If I had only gone to normal tills.. Argh!

Anyway, been emailing Boots customer care since, and have only just got a reply today. They told me ..

"I'm afraid we're unable to help you with this matter. You will need to return to the store where you work and speak to your Line Manager. They should then be able to discuss this further with you".


Is it just me, or does this have nothing to do with where I work. And I shouldn't have to include them to get it sorted. It's a problem for Customer care?

Please help.

Was 19 the full price last Christmas? I can't imagine why they would let you get that much back since it has been reduced and isn't even sold anymore. But if someone told you it was possible, you should've went to that till. Not trying to bang you over the head with what it's too late to do, just something to keep in mind for future reference as everything at Boots seems to be based on who you talk to -- even if something is clearly OK and store policy, if the staffer you talk to doesn't know about it you won't get it, and if it's not policy and the staffer doesn't know it you will get it. Since you work for Boots sounds like you'd do best to keep your head low on this one so as not to get into trouble, I wouldn't bandy about that I work at boots when you try to do the exchange as this obviously is an issue some are finding iffy.

At this point if you want to continue, I'd go to a different store and try to swap (avoiding the No7 counter), or if you're sure they'd really let you exchange it at your store without problem do it there. Otherwise call customer service, explain what happened and see if they will OK it and give you a reference number (not sure if that's the exact name of what they give you, but they can give you some kind of number so that the store you go to can call CS and reference that number to see that you actually got clearance -- at least this is what I was told once). I wouldn't mention the emails saying they couldn't help, as that will prompt the CS person to just go along with what you were already told. I would mention what the first email told you and the person at the first till. You could also just print out that first email giving you the OK and take it in. I personally wouldn't try to return a Christmas item from more than a year ago, and if I did I'd expect to probably be told no. Especially if I worked at the store, if anyone there thought it was iffy behaviour it might cause problems for you.

nicole.17

skibster wrote: »

Was 19 the full price last Christmas? I can't imagine why they would let you get that much back since it has been reduced and isn't even sold anymore. But if someone told you it was possible, you should've went to that till. Not trying to bang you over the head with what it's too late to do, just something to keep in mind for future reference as everything at Boots seems to be based on who you talk to -- even if something is clearly OK and store policy, if the staffer you talk to doesn't know about it you won't get it, and if it's not policy and the staffer doesn't know it you will get it. Since you work for Boots sounds like you'd do best to keep your head low on this one so as not to get into trouble, I wouldn't bandy about that I work at boots when you try to do the exchange as this obviously is an issue some are finding iffy.

At this point if you want to continue, I'd go to a different store and try to swap (avoiding the No7 counter), or if you're sure they'd really let you exchange it at your store without problem do it there. Otherwise call customer service, explain what happened and see if they will OK it and give you a reference number (not sure if that's the exact name of what they give you, but they can give you some kind of number so that the store you go to can call CS and reference that number to see that you actually got clearance -- at least this is what I was told once). I wouldn't mention the emails saying they couldn't help, as that will prompt the CS person to just go along with what you were already told. I would mention what the first email told you and the person at the first till. You could also just print out that first email giving you the OK and take it in. I personally wouldn't try to return a Christmas item from more than a year ago, and if I did I'd expect to probably be told no. Especially if I worked at the store, if anyone there thought it was iffy behaviour it might cause problems for you.

Thanks, I did phone them. Everything has been sorted. I'm not sure how it is 'iffy behaviour' I did everthing right I checked it would still be okay to exchange with CS. The original quote of £19 something was wrong, and i'm going to send it to CS to save any more bother. Sorted now

jason_1978

sometimes shopping in boots was not very ideal place for a cheap branded items.