Boots Online - customer service is appalling

Donnalex

I am so angry with Boots.com

I placed a large order on the 13th October and it's been a disaster ever since.

First of all it was late, the boxes it came were damaged and there was no delivery note. I parcelled it all back up and sent it back on the 26th October.

They took the money out of my back account on the 30th October even though I no longer had the items in my possession. I am still waiting for a refund despite numerous calls and promises of call backs and I expected better service from a reputable shop.

I can't afford to do any more christmas shopping until I receive my refund and I am so angry it's unbelievable.

Rant over.

Does anyone know where I stand if they keep messing me around? I do have the proof of return from the post office.

Thanks
Donna x

drc

Sorry to hear about your bad experience. I ordered something from Boots online last week and it arrived about 5 days later and was left outside our front door which I thought was a bit careless (although that is probably Royal Mail's fault not Boots).

I am having similar problems with Ikea online, trying to get a refund for items not received, and like you, they have taken my money and their customer service is appauling with numerous calls to their help centre.

All I can suggest is that you have the proof that the items were returned so you should get a refund (eventually). Once you do have a refund, write a letter to their complaints department and maybe get a detailed list of your phone calls to their customer services department to copy to them so that they know how much time and money you spent calling their help centre.

I found these links where you can get advice regarding consumer complaints;

http://www.consumercomplaints.org.uk/

http://www.consumerdirect.gov.uk/

Good luck!

Donnalex

Thank you, I finally did manage to get my money back - but it took a good few phone calls and a refusal to hang up until it was sorted!

vetfred

I too recently ordered with boots.com and the standard of packaging was the worst I've ever received from a large company. It arrived on a Wednesday and two days later they emailed to say it had been dispatched... which I knew since I already had it! Thankfully, everything inside was ok but no thanks to their loosely sellotaped boxes.

Glad to hear you were reimbursed.

saveaholic68

I wonder if perhaps they have changed the company who packs stuff or perhaps just taken on a lot of incompetent people over the Christmas period? I've never had any problems in the past, but I made a large order in early November and it took over two weeks to turn up, and as yours, was shoddily packed, and the plastic outer packaging on some items was ripped. Luckily nothing was badly damaged, and the things with ripped packaging weren't for gifts, but it's made me wary of ordering from them again.

enola-alone

I had a large order delivered a couple of weeks back and the box looked like it had been bounced along the road, it was that damaged. Most of the items were ok, but a couple were damaged. I called and notified them of this and they advised that they would replace the damaged items and I would receive them within the week.

I then came home from a shopping trip the following Saturday, to find a card from Home Delivery Network hanging out of the front of my letterbox. No date or time on it. It was just marked to say that they had attempted to deliver and had left my parcel in my bin. I got straight on to the number on the card and they tried telling me that they had not left the parcel in the bin, as they are not allowed to do so, and that I had signed for the delivery the previous day. I wasn't even home the day before, so I'd like to know how I had signed for it.

I've sent a letter complaining. It was a high value order and anyone could have pulled the card from my letterbox and taken that parcel. I'm also interested to know who exactly was supposed to have signed for the parcel the day before.

enola

alwaysonthego_2

I have never had any problems with boots.com and I make loads of orders. It must be this christmas rush! Usually cs are good

MiasMommy

enola-alone wrote: »

I had a large order delivered a couple of weeks back and the box looked like it had been bounced along the road, it was that damaged. Most of the items were ok, but a couple were damaged. I called and notified them of this and they advised that they would replace the damaged items and I would receive them within the week.

I then came home from a shopping trip the following Saturday, to find a card from Home Delivery Network hanging out of the front of my letterbox. No date or time on it. It was just marked to say that they had attempted to deliver and had left my parcel in my bin. I got straight on to the number on the card and they tried telling me that they had not left the parcel in the bin, as they are not allowed to do so, and that I had signed for the delivery the previous day. I wasn't even home the day before, so I'd like to know how I had signed for it.

I've sent a letter complaining. It was a high value order and anyone could have pulled the card from my letterbox and taken that parcel. I'm also interested to know who exactly was supposed to have signed for the parcel the day before.

enola

lol that has also happened to me, they had left my parcel in the bin, I didnt complain or anything I was just glad I got it and didnt have to mess around with ringing them for a redelivery. But putting a parcel in the bin is pretty bad.

hjb123

have to say it probably also depends on where you live etc as to the service, i have ordered from boots a few times and have had great service each time