Dodgy Boots (the store) rant

Poquito

Apologies for the long post…😬

Went into my local Boots Pharmacy recently to purchase some holiday supplies. Purchased 6 items…on checking the receipt I was overcharged for 5 of the 6 items. 3 of the items were a 3 for 2 offer. I pointed out to the customer advisor that I was overcharged on 5 items… and I wanted to be reimbursed for this. His response was.. Yes but these items are 3 for 2! (As if that somehow negated the fact I was overcharged). I had to bluntly point out that you cannot overcharge me and expect this to be fine. Eventually he refunded the difference.

This staff member is not new and is frequently on the self checkout as an assistant. 

A few days later I went to collect an online Click &Collect order from Boots (they had a good offer) The online offer showed buy 2 items save £9 (it was makeup) 
I collected my order and took the items on my holiday (5 days duration)

When I went to use one of the items whilst abroad the item was dry (liquid eyeliner) so was unusable. 

I went to return the item to the same Boots store (for an exchange as it was faulty). It states on the Boots site you can return items to the store. Just to note they actually sell this liquid eyeliner in the store but it’s rarely in stock.

i explain to the customer advisor that the product is faulty as it doesn’t do what it’s supposed to and he proceeds to tell me that I need to take it up with Boots online as they are completely different. Not satisfied with this I asked for a manager. The floor manager came along and advised he could do a refund but would not be willing to do an exchange! I explained that firstly the items were on offer and the same offer is not showing in store and secondly, it’s faulty so I want a like for like exchange regardless how he achieves that. He explained I had to purchase it again on Boots.com for the full price and he would not refund the difference. I told him to just order some stock and I would collect it when they have it. He refused and said they couldn’t do that. He insisted I get onto Boots.com, so I said fine, I’ll call from right here in the store. 

The store manager then approached and asked what the issue was. I explained and she literally went in the back found a replacement and simply handed it to me and offered to comp me some Boots points for the 30 minute inconvenience.

she explained that she will be having words with the 2 members of staff as their service was unacceptable.

i was very grateful but surely all staff,especially if they are customer facing, should know what consumers rights are with regards to refunds and exchanges… and faulty items! Training needs to be given and comprehension illustrated to avoid this constant narrative of “there’s nothing we can do”

elsien

The manager has advised you, they will be offering training to the staff.
What else do you want them to do?

There can be different offers, rules and processes for online and in-store. I have bought things before that are a different price online and returning one of the items has given me a smaller refund because the offer no longer applies.
Vent away, because this is the vent forum, but customer facing roles can be quite poorly paid and it’s not always reasonable to expect people at that level to have a full knowledge of the relevant legislation. 

Poquito

elsien said:

The manager has advised you, they will be offering training to the staff.
What else do you want them to do?

There can be different offers, rules and processes for online and in-store. I have bought things before that are a different price online and returning one of the items has given me a smaller refund because the offer no longer applies.
Vent away, because this is the vent forum, but customer facing roles can be quite poorly paid and it’s not always reasonable to expect people at that level to have a full knowledge of the relevant legislation. 

Here we go… this is the vent forum, I vented. You seem to take issue with me venting… 🤭 If you read the post, the manager said she would have a word with them… nowhere did I post she said training would be given…

sometimes don’t be so quick on this forum to make snarky responses and actually read and comprehend what is being written!

if the advisors are not aware of the legislation surrounding refunds and exchanges and faulty items, then they should escalate all these matters to someone who does and not just make stuff up. 

How much someone is paid should not be the measure on whether you are afforded your consumer rights!! 

flossymcfly

Glad you got it sorted, but just a side note, it's extremely rare now that a manager in a big chain store can order specific stock. Everything is all done centrally and electronically now. Gone are the days when a manager could gauge what was popular in the area and stock up  

Poquito

flossymcfly said:

Glad you got it sorted, but just a side note, it's extremely rare now that a manager in a big chain store can order specific stock. Everything is all done centrally and electronically now. Gone are the days when a manager could gauge what was popular in the area and stock up  

This is a totally fair point… but the item is part of a whole makeup stand and I did advise I was willing to wait until they ordered more of the brand. The stand literally had 4 items left on it. I wasn’t in a rush for it as I wanted it for my holiday, which had now passed.