Boots - wrong items despatched

Hatepoorservice

I recently placed an online order with Boots for a reasonably expensive  aftershave. They despatched face masks of considerably lower value accidentally. When I called them they insisted I had to take the incorrectly despatched items to a store before they would despatch the items I had ordered/paid for. I explained I had placed the order online as going into store was not convenient but they didn’t care and refused to put me through to a senior member of staff to discuss.

Boots are a big company and this policy feels contrary to my consumer rights.

Any thoughts would be appreciated.

Aylesbury_Duck

It'll be much easier to just return them to a store than to exercise your consumer rights.  They're unlikely to send a courier to collect the masks so you're going to have to take them to a post office if you return them by post.

How far away is your nearest Boots store?  Is it really worth the hassle of digging your heels in to prove you're right?

Sandtree

Google "Boots Returns" where you will find their returns policy for online orders that include both returning to store or posting back. There is a link to create a return form and print a RM return label. The form includes the option to enter "wrong item recived"

Brie

Phone again and start the call making sure you have the individual's name. 

Ask that the masks be picked up at the same time they deliver the correct item.  If they say no, ask again to be put through to a manager. 

If they say no to that state that you wish to lodge a complaint.  If they are unwilling to do so for you advise that you will do so directly to their head office, quoting their name, date & time of the call.  And state that not only will you be looking for the correct item be delivered but suitable compensation for the bad customer experience.

Hatepoorservice

I took ‘Sandtree’s’ advice. I found the form and label - thank you.

It is however frustrating that these big companies can so easily ignore consumer rights as part of their policy.