BOOTS Day 2 Lateral flow test didn't arrive and refund denied

GlosSarah

I ordered this test for our return from holiday on 26th October....it still hasn't arrived. Boots have told me it is non-refundable as they issued a booking reference for the PLF.
How can this be right? Disgusted that a company such as Boots act in such a way! I went to them as they were a high street name I trusted!

Jeremy535897

It is in the FAQs on Boots website:
"If your test kit(s) has arrived broken, damaged or missing kit parts, please contact our customer care team. Boots are not able to issue refunds for the Day 2 & Day 8 test kits."

From https://www.boots.com/services/covid-19-testing/day-2-day-8-covid-19-testing

onashoestring

If the kit hasn’t arrived , they won’t refund but should send you another - you will need to contact their customer service again and insist that they send you a kit, since you have not received one to date . Did you get an e-Mail saying it had been dispatched? 

emmajones1976

Being sent the kit now is a bit pointless, you cant use the PLF from the 26th on a new trip. I know its not the point but I paid £17 to a company (not Boots) the other week to get a PLF code, if they then failed to deliver a test is of no consequence to me, I would have fulfilled my end of the bargain.

onashoestring

Someone who has recently arrived in the UK is legally required to take a Day 2 test  ( not just pay for one ) .

If the supplier fails to deliver the test in time , they should be immediately contacted and asked to send a replacement so that you can comply with the law and take the Day 2 test. 

If the provider does not answer the phone calls / email messages . Then 119 can be contacted, who will send out a test , so that you can comply with the law and take the Day 2 test .

There is a process for complaining about Day 2 & Day 8 test providers who are not providing the service they have been paid for . As a result dozens of test providers have been removed from the Government list . 

The system is not about getting a code to travel , it’s about travellers arriving to the UK getting tested promptly , so that any new variants are spotted quickly .

london21

The same happened to my mom’s although a different company called Rainbow Laboratories.

Arrived on day 3.

The company was not contactable no email or telephone contact was successful.

We did it but could not even submit on say 3 date unless it was day 2.

It’s a joke. Just another money making scheme.

Troytempest

Yes, not your fault the test didn't arrive. I personally would not be bothered as long as I had the code for the PLF but you could always just use the NHS lateral flow at least to satisfy yourself that you are Covid free.

michael1234

GlosSarah said:

I ordered this test for our return from holiday on 26th October....it still hasn't arrived. Boots have told me it is non-refundable as they issued a booking reference for the PLF.
How can this be right? Disgusted that a company such as Boots act in such a way! I went to them as they were a high street name I trusted!

I agree and I'm also not sure you are bound by their terms as them not delivering the product/service which you paid for can't be weasled out of via their terms. It would be like buying TV and the company you bought it from saying in their terms and conditions "....we might not send you a TV and we will not refund you in that case...". Clearly that would not be a lawful term.

You bought a Day 2 service, not a Day 3 or Day 5 which would be entirely different services.

If they won't refund I would contact my credit card and tell them the product/service you paid for has not been delivered.

greyteam1959

If they have not delivered the test & you paid by credit card do a chargeback.
Citing goods or services not supplied.

superbigal

There is nothing to suggest the OP has asked for a test to be sent after getting home and no test arrived.
If the OP is so disgusted with Boots, why did they want a refund rather than a replacement sent.

Not rocket science to work that one out.

LaHostessAvecLaMostess

michael1234 said:

GlosSarah said:

I ordered this test for our return from holiday on 26th October....it still hasn't arrived. Boots have told me it is non-refundable as they issued a booking reference for the PLF.
How can this be right? Disgusted that a company such as Boots act in such a way! I went to them as they were a high street name I trusted!

I agree and I'm also not sure you are bound by their terms as them not delivering the product/service which you paid for can't be weasled out of via their terms. It would be like buying TV and the company you bought it from saying in their terms and conditions "....we might not send you a TV and we will not refund you in that case...". Clearly that would not be a lawful term.

You bought a Day 2 service, not a Day 3 or Day 5 which would be entirely different services.

If they won't refund I would contact my credit card and tell them the product/service you paid for has not been delivered.

Of course, Boots could just send the test out (or provide proof of delivery if they actually did send it out) and the OP would lose their chargeback case.