Boots Online Shopping product exchange

Christal_2

Just want to share this with you guys as I'm not sure how many people know about this rule and boots is certainly not doing enough to make their customer aware of it.

I bought some Imedeen tablets (supplements) on Boots.com couple of days ago, 2 days later when checking the order details I suddenly realized I ordered the wrong tablets, so I went to check the return&exchange policy on website immediately see what can I do. To my relief it says I can return or exchange it to boots.com after receiving the products, or if I prefer I can do the same at my local shop.

The order was delivered yesterday and just to prove that I didn't touch the product at all I purposely left the box sealed and took it to my local shop. I explained what I wanted to do and showed them the tablets I want thought it would be a simple exchange (it's same brand, same package, same price, just for different purpose but still supplement), one guy came and started telling me they ccould not do the exchange for 2 reasons: 1. Boots.com is a different company so I have to return it back to them for anything I bought online, can't do it in the shop. 2. For any supplements, vitamins, once it's sold it can not be returned or exchanged due to some Health & Safety Laws.

I was shocked to what he said and explained to him first I had bought vitamins from Holland and Barett before and changes them without any problem, as long as the product is sealed and within certain days it is OK, so I can't see why the same law is not applying to them. Second on boots website there is no where mentioning anything about can't return/change products in the local store, or supplents/vitamins can't be returned/exchanged once sold, so I was not aware of the rules he just said.

He then printed me a receipt and show me on the back of the boots receipt it did say you can't return or exchagne tablets and medicines, but it was no good to me as I didn't get a receipt when I placed order online. I then asked them to open the box, there was only a dispatch note insite again didn't mentioning anything about the rule.

So I asked the guy to go to boots.com and just check the policy and he could see it for himself that the return poilcy was quite different on internet, I don't know why they are following totally different instructions but I'm doing what's said on the website and based on that I think my exchange should be allowed. Then he said there was no computer in the office and he didn't own a computer at home either so he couldn't check the policy on the site.......it's just totally rubbish, they could think about some better excuse but try to convince me that they don't have even one computer in the office is just......

It took another 15 mins and I had to really fight for my corner before they finally agree they will take my tablets, but still can't do the exchagne or refund, they will get in touch with boots.com and send this back on my behalf, and then boots.com will send the exchanged products to my address. But it may happen in 1 or 2 or 3 weeks as they don't know how long it will take.

I know I have made mistake on didn't check the order carefully enough before I made the purchase, but then I'm still following their instructions when I tried to exchange. I'm quite disappointed after this experience as first there is clear gap in the shops and websites, second if they do operate different return poilcies for supplements and vitamins this should have been made very clear on the website so people can check their order more carefully before they click on "OK". And again, to have the poicy on the back of a shop receipt isn't really helpful as you will have to pay first, then get the receipt, and oops, if you change your mind it's too late, it's already sold and they can't take it back.

FloFlo

Phone Boots.com customer services they will hopefully sort this out for you.

hollydays

You can buy these a lot cheaper from other online companies.
You are right though,this is not what their website says.

Christal_2

Thanks for moving the thread, didn't know we had this board dedicated to this kind of things.

Hollydays, from which website I can get them cheaper? Reason I bought it from Boots is they are doing 3 for 2, and plus some extra advantage card points....

sam84uk

Christal wrote: »

To my relief it says I can return or exchange it to boots.com after receiving the products, or if I prefer I can do the same at my local shop.

they ccould not do the exchange for 2 reasons: 1. Boots.com is a different company so I have to return it back to them for anything I bought online, can't do it in the shop. 2. For any supplements, vitamins, once it's sold it can not be returned or exchanged due to some Health & Safety Laws.

I'm not sure about the returns policy where the supplements are concerned but I know that you can definitely return items bought from the website to a Boots store. I've done this many times before and it says on the delivery notes that returns can be taken back to the store. I'm sure if you give the customer services a call then they'll sort this out for you as a previous poster mentioned.

HTH

P.S. The ladies on the Boots Grabbit Board are very up to date with Boots rules & regs http://forums.moneysavingexpert.com/showthread.html?t=836021

so2006

boots.com i think is a diffrent part of boots so there was no way boots would be able to do it in store, i rember once i went into a pharmacie (the person knew me!!!) i took a hair spray for the wife and took it back seconds after saying i picked up the wrong ont, she said the same thing! Some sort of law thing lol i was like i am going its only £2!