Is Boots UK a pain when it comes to refunds/returns?

Dragonflew1010

Earlier this year, i tried to refund an item from the 3 for 2 offer. The cashier was young and seemed new but she said she processed the refund and the manager did come to check the product. However, since it’s part of the 3 for 2 i was refunded £0 instead of £10 despite it being one of the more expensive of the 3. Wasn’t told this when returning. In hindsight i should’ve got a receipt or returned it all together perhaps.

Now, i didn’t collect an order in time and they didnt even return an item that was part of the order! So i’ve lost £16.50. 

Watch out when you are returning to Boots, they are a mess when it comes to anything online it seems. A shame as they have good deals.

eskbanker

Dragonflew1010 said:

Earlier this year, i tried to refund an item from the 3 for 2 offer. The cashier was young and seemed new but she said she processed the refund and the manager did come to check the product. However, since it’s part of the 3 for 2 i was refunded £0 instead of £10 despite it being one of the more expensive of the 3. Wasn’t told this when returning. In hindsight i should’ve got a receipt or returned it all together perhaps.

Yes, it's unsurprising that you won't get a refund of the full item price when returning one of a 3 for 2 deal, in that the basket price will be recalculated as if you'd just bought the other two items.

Dragonflew1010 said:

Now, i didn’t collect an order in time and they didnt even return an item that was part of the order! So i’ve lost £16.50. 

When you say they didn't 'return' an item, do you mean that they didn't refund one of the items on a cancelled order?  How have they responded when you've pointed this out to them?

MyRealNameToo

Dragonflew1010 said:

Earlier this year, i tried to refund an item from the 3 for 2 offer. The cashier was young and seemed new but she said she processed the refund and the manager did come to check the product. However, since it’s part of the 3 for 2 i was refunded £0 instead of £10 despite it being one of the more expensive of the 3. Wasn’t told this when returning. In hindsight i should’ve got a receipt or returned it all together perhaps.

Now, i didn’t collect an order in time and they didnt even return an item that was part of the order! So i’ve lost £16.50. 

Watch out when you are returning to Boots, they are a mess when it comes to anything online it seems. A shame as they have good deals.

Would help if you gave the prices of the individual items...

If you bought three items for £5, £7.50 and £10 you would have originally paid £17.50 

In principle if you were to return the £7.50 item you should therefore have paid £15 and so should be refunded the £2.50. You clearly dont get the £7.50 back 

Crossing between in store and online can be complex. In an ideal world you would have a single system running everything and everyone having access to all of them but thats not the reality. Many companies had a series of systems in place and when expanding to online or store etc they didnt take on the cost of replacing everything but got something new and created some tools to try and span the gap to varying levels of success. 

saajan_12

Dragonflew1010 said:

Earlier this year, i tried to refund an item from the 3 for 2 offer. The cashier was young and seemed new but she said she processed the refund and the manager did come to check the product. However, since it’s part of the 3 for 2 i was refunded £0 instead of £10 despite it being one of the more expensive of the 3. Wasn’t told this when returning. In hindsight i should’ve got a receipt or returned it all together perhaps.

Now, i didn’t collect an order in time and they didnt even return an item that was part of the order! So i’ve lost £16.50. 

Watch out when you are returning to Boots, they are a mess when it comes to anything online it seems. A shame as they have good deals.

What do you mean by you weren't told sounds like it was an in person return so presumably you saw they didn't hand you any cash or the card machine said £0.00 refund when you inserted/tapped. So could have queried it then, and decided whether to keep the item or return everything. 

What are the prices of the items - it wouldn't be the full price, as otherwise you effectively bought 2 for the price of 1 which wasn't the deal. 

Okell

@Dragonflew1010

As others have said it would help confirm whether you've been refunded less than you should have been if you gave some details

eg

1.  what were the individual prices of the three items you bought?

2.  what total did you pay on the 3 for 2 offer?

3.  which item did you return?

4.  what were you actually refunded?

And what does this mean:  "Now, i didn’t collect an order in time and they didnt even return an item that was part of the order! So i’ve lost £16.50"?