Boots store closes due to no pharmacist

podwin

:mad:

I ordered a gift online on boots.com, and arranged it to be delivered to my local store.

When I received confirmation the item was ready for collection off I went, making myself late for work, ready for the store's 9am opening time.

When I got there, there was a sign on the door saying "Sorry, No Pharmacist, please use other store".

The lights were on, staff milling around, so I thought I could still enter, after all, the sign didn't say the store was closed.

So there I am, looking like an idiot, trying to open a locked door. The staff at the counter ignoring the moron outside, trying to get in.

So, I phoned Boots customer care, they try to call the store, but can't get through as it is permanently engaged, nothing they can do.

So I have to leave, accomplishing nothing, except lateness.

When I got to work, I phoned Boots and asked for my money back, when I explained the situation they said they cannot open by law when there is no Pharmacist?

I was surprised at this, as I'm sure I have walked into chemists before and been informed the Pharmacist isn't in, hence not being able to purchase prescribed drugs, or other over-the-counter medication, yet, been able to buy a multitude of products, ranging from nappies and baby food, to toothpaste and plasters.

Is this true? Has the law recently changed? Or did I imagine it? Am I mad?

I received my refund however, and will spend it elsewhere.

I even tried to review my purchase via the email confirmation, but the link didn't work, nice trick that.

So I thought I vent it here instead.

Thank you.

Oliver14

podwin wrote: »

When I got to work, I phoned Boots and asked for my money back, when I explained the situation they said they cannot open by law when there is no Pharmacist?

I was surprised at this, as I'm sure I have walked into chemists before and been informed the Pharmacist isn't in, hence not being able to purchase prescribed drugs, or other over-the-counter medication, yet, been able to buy a multitude of products, ranging from nappies and baby food, to toothpaste and plasters..

Actually part of the 1968 regulations pharmacies are unable to open without a Pharmacist present. New rules brought in in 2009 actually made it legal for them to open. Seems like the new rules havent reached your branch of boots.

podwin

That just sums up their incompetence.

I'll never go back to Boots, for anything.

I would also advise anyone not to order via Boots.com for collection. They'll take your money, but not let you have your item!

Amber_Babies

Our local boots doesnt have a pharmacist until 10 / 11 am but the store still opens, you just cant buy pharmacy products.

podwin

Amber_Babies wrote: »

Our local boots doesnt have a pharmacist until 10 / 11 am but the store still opens, you just cant buy pharmacy products.

Exactly! Thanks.

This store has demonstrated very poor customer service.

They probably use it as an excuse to have a cup of tea and toast, that's why the phone was off the hook.

:mad:

So now, I also have to consider I was lied to as to the reason why they locked the doors.

Thanks Boots, Thanks for nothing!

Next time you tell me an item is ready for collection at a store, and tell me the stores opening hours, remember to put a big disclaimer on those times!

Something like, "Staff may close store for tea and toast, and take the phone off the hook, that way they cannot be disturbed, therefore it will not be possible to contact them. It will not be possible to collect your item during such times while your chosen store use an out of date law as an excuse to skive".

brettcta

podwin wrote: »

That just sums up their incompetence.

I'll never go back to Boots, for anything.

I would also advise anyone not to order via Boots.com for collection. They'll take your money, but not let you have your item!

bit of a kneejerk reaction that isn't it? it's not the end of the world that you couldn't collect your item that day. it's not like it's a company-wide policy to take your money and then keep your items because the store couldn't open.

or maybe it's a conspiracy. maybe the systems thought 'ah, podwin has bought something and wants to collect it? no chance. i shall close that store down for the day and leave him/her stood outside trying to get in.'

podwin

podwin wrote: »

Thanks Boots, Thanks for nothing!

Next time you tell me an item is ready for collection at a store, and tell me the stores opening hours, remember to put a big disclaimer on those times!

Sorry, forgot, they'll be no next time. I won't ever trust Boots again.

podwin

brettcta wrote: »

bit of a kneejerk reaction that isn't it? it's not the end of the world that you couldn't collect your item that day. it's not like it's a company-wide policy to take your money and then keep your items because the store couldn't open.

or maybe it's a conspiracy. maybe the systems thought 'ah, podwin has bought something and wants to collect it? no chance. i shall close that store down for the day and leave him/her stood outside trying to get in.'

Maybe, but I now don't have a gift for a birthday present. So I'm really annoyed. I run my own business, and hence can't get back to that store, which is why I've asked for my money back.

I wouldn't dream of treating my customers like that store did. I'd at least ask someone what they wanted.

kazwookie

Amber_Babies wrote: »

Our local boots doesnt have a pharmacist until 10 / 11 am but the store still opens, you just cant buy pharmacy products.

Miy local one the pharmacist is not there between 1pm to 2pm for lunch, but it is still open, like above you just cannot buy pharmacy items or pick up prescriptions.

brettcta

also, you can't be lied to if the adviser from customer services doesn't know that the law changed allowing them to open. that's not a lie, it's just inadvertently handing out incorrect information.

there is also a difference between 'no pharmacist' and 'no pharmacist until 10/11 am'. your branch may not have been able to find a replacement pharmacist for the entire day and decided not to open, where as amber_babies' store knows their pharmacist will be in at 10/11, so they open, but just don't sell any behind the counter items until they get there.

although the law might have changed, it might still be company policy to not open if they don't have a pharmacist for the day, bearing in mind that their raison d'être is as a pharmacy. it's like a petrol station opening up, but they've no fuel. it still leads to angry, annoyed customers if they open or if they close.

podwin

brettcta wrote: »

also, you can't be lied to if the adviser from customer services doesn't know that the law changed allowing them to open. that's not a lie, it's just inadvertently handing out incorrect information.

OK, but its very poor to go quoting the law when you don't know it.

It is another example of poor customer service from Boots just from one transaction.