Advise about poor service

tee_pee_2

I just wanted a bit of advice from fellow MSE. I made a complaint two weeks ago via email to Boots regarding a really crappy experience I had had in one of their stores.

I got a phone call back from the call centre about a week later to apologise, she said she would have phoned earlier but the store manager hadn't contacted her. She said the manager of the store would contact me personally( the same night) and arrange good will gesture etc and apologise for the poor service. I have still not heard anything from the store which speaks volumes about their attitude to my complaint, what/who is the best person to contact next.

Also just to check I have my facts right the previous £5 off vouchers ( the one on the till receipt) could this be used on wipes or was it for moisturisers only?

Thanks
Tee Pee

hollydays

Email them again.Not sure it will be the Manager,maybe a Manager.

Sssssss

go back to the call center, tell them the manager DID NOT call and tell them you will no longer accept his/her call and you want this raised with regional manager. Give them a week and if nothing call back and ask to have the problem now raised with customer service director. Good luck and keep us posted.

hollydays

Sssssss wrote: »

go back to the call center, tell them the manager DID NOT call and tell them you will no longer accept his/her call and you want this raised with regional manager. Give them a week and if nothing call back and ask to have the problem now raised with customer service director. Good luck and keep us posted.

Bit extreme bearing in mind we dont even know the issue.Boots are usually very good.

uktim29

Also before you ask to complain to a person at a certain position, make sure the company has such a post!

I would also be interested in the complaint.

sarahg1969

The recent £5 vouchers could be used on any skincare within the ranges listed.

I know that people used to have problems with the old-style vouchers, where SAs would only allow them to have the items shown on the vouchers!!

I had some Time Delay wipes, Olay face wash and Sanctuary masks in the latest offer, and they scanned just fine.

Sounds like the SA was being arsey with you.

Sssssss

hollydays wrote: »

Bit extreme bearing in mind we dont even know the issue.Boots are usually very good.

doesn't matter what the issue was, the manager was supposed to call, he didn't, to me that says he can't be arsed. Why waste more time on him/her, if they can't even make a call I would have no confidence in them to actually deal with a customer complaint.

hollydays

I agree with you up to a point,but as their call centre seems to be responding,i would go back to them and complain.Its not as though the callcentre isnt interested.Maybe they got the wrong number.I agree I wouldnt hang around to speak to the Manager,but I dont see the point in using a sledgehammer to crack a nut.

tee_pee_2

I took your advice and emailed the call centre back stating the manager had failed to reply and it didn't really instill me with confidence that the mamanger was interested in my complaint. To date I have not had a reply ( 4 days).

The reason I complained was the SA was nasty she was awkward with the voucher and when I said I wanted to return some items ( mat pads 4 packs and pack of disposable briefs -none of the opened/damaged/ and a receipt) she was very arsey. She took some items refused the other whilst rolling her eyes at me and she said " Jesus" whilst huffing and puffing at me and doing the transaction. Then said can't you just use them next time on your period? ( Yes a valid question but I wanted to return them and get some nappies)

She was just very rude and I was so polite with her, it was my first outing with my baby and I was on a high and she made me cry. So I complained.

Keeping_Positive

What a horrible experience, first time out with baby can be nervracking (sp) enough without a rude assistant. I would ring the call centre again and try to get an address to use in future in still no response.

Dont let this wally upset you what goes around comes around as they say.

tee_pee_2

Boots are usually so nice and helpful.