Boots Customer Service Issues

I conducted my Day 2 PCR test on Monday, 25th October upon returning from overseas. The Royal Mail tracking service confirms that the test was delivered to BioScience Lab in Nottingham on Tuesday, 26th October. However, I have not received the results in my Boots Recova 19 portal. An Error! message indicates that the sample has already been tested, instructing me to contact my health provider. Despite multiple attempts to reach Boots Customer Care as directed in the leaflet and submitting an online inquiry, I have not received a response. BioScience Lab explained they do not retain customer details and have sent the results to Boots Covid Testing Services, who also have not responded. I urgently need these results for both personal and UKHSA requirements under the Vaccinated Travel Lane Scheme between Singapore and the UK. The situation is causing considerable stress. I am currently residing with my sister, whom you can contact at [redacted]6.

Subject: Concern Regarding Recent Eye Test Experience at Boots Opticians Pride Hill Shrewsbury I would like to address an issue I encountered during my recent eye test at Boots Opticians, located at [redacted].[redacted] Pride Hill, Shrewsbury, on Wednesday, 3rd November, at 15:50. As a long-time customer, I was introduced to a new service by the technician Jet, called the OCT facility, for a more detailed examination of the eye. Although I found this advanced technology intriguing, I was taken aback when I learned that this service came at an extra cost. The implication that it could potentially uncover serious eye conditions created a sense of pressure due to the additional fee involved. As a 75-year-old customer, I was disappointed by this approach, which seemed to prioritize profit over ethical considerations. It felt unsettling to be faced with the choice of paying more for a thorough examination that could detect significant issues. This "fear close" marketing tactic does not align with the values I associate with Boots Opticians. I am raising this concern to shed light on what I perceive as an unethical practice in the hope that it prompts a reconsideration of how services are offered to customers in the future.

I need help with my Boots Advantage card. I lost my card and forgot my password, but the password reset emails haven't come through despite requesting them twice. I tried calling the [redacted] line, but I got disconnected four times after being on hold for over 45 minutes. How can I request a new plastic card without creating a digital account? Additionally, during a live chat session, after being transferred to an engineer, I was redirected to JustAsk without the chance to return to the initial chat. Yesterday, the issue couldn't be resolved, so I was referred back to the Boots IT team.

Good afternoon, I have been a Boots account holder for many years. My name is Elaine Ratner, with a date of birth of June 14, [redacted]. My email is [redacted] and my address is 21 Wildwood Rd, NW11 6UL. My Advantage Card number is [redacted]05. I've been struggling to log in for a few days as my password is not being accepted. I have changed it multiple times, but today, even the new password I set was not working after several attempts. It's frustrating as I needed to make a purchase and had to check out as a guest. I have credit on my account that I can't access. Due to being disabled, I rely on online shopping. I would appreciate technical assistance to resolve this issue. Thank you for your help. Regards, Elaine Ratner

I recently received my order from Boots, which included 3 large Yankee candles and other items. Upon opening the parcel (number [redacted][redacted]), I got cut by glass shards while reaching inside. Despite my age of 71 and poor eyesight, my grandson helped remove the glass and tend to my injured fingers. Following the care line's advice, I emailed photos of the broken glass (ref number [redacted]2) and was promised a follow-up. However, after being disconnected during a 50-minute hold today, I'm disappointed. As a loyal customer spending hundreds of pounds with your store, I'd appreciate a resolution to my complaint, along with compensation for my injuries. Please reach out to update me on the situation. Thank you, Mrs. Rita Wilkinson

Dear Sir/Madam, I made a flight booking from October 27 to November 1 to London this year. Being a German citizen, I needed a Covid test. I tried to pay for the test with my new credit card, but it wasn't activated for online payments, so the transaction failed. Without the confirmation of payment from Boots, I couldn't fill out the passenger locator form at the airport. I ended up booking a test with Nationwide Pathology instead. However, a package with the test from Boots was delivered during my U.K. stay. I didn't use it since I had already done the Nationwide test. Later, I noticed a charge of 21 British pounds on my credit card. I request a refund for the charge on October 25/26. My friend will return the unopened package, and I am willing to cover the shipping costs. My authorization number is [redacted], and I go by the initials A.R. I preemptively contacted my credit card provider, and they advised me to reach out to you first. Kindly acknowledge receipt of this email. Thank you for your assistance in finding a resolution. Thank you

I requested Nurofen from the Boots pharmacy near my doctor's office on Kingfisher Drive in Guildford, Surrey. Along with the Nurofen, I also received paracetamol. After realizing I was mistakenly given Nurofen Express Max, I tried to return them but the store was closed for lunch. Upon returning later, the assistant declined to exchange the products, advising me to use just one tablet. As an 80-year-old with financial concerns, this was troubling for me. I prefer not to burden my doctor with a prescription, especially since I was recommended to take one Nurofen and one paracetamol three times daily for my painful ankle. I hope for a resolution as walking to the pharmacy is currently difficult for me. Thank you, Mike B.

I am currently attempting to fill out the passenger locator form in the USA before our return to the UK. We've scheduled a PCR test through Boots, and we have a confirmed appointment upon our arrival. However, the passenger locator form is not recognizing the PCR booking confirmation number. We kindly request your assistance in providing a reference number instead. The tests have been reserved for Charles D. and Susan D., with the order number B48-6[redacted]. Your help with this issue would be greatly appreciated.

My son placed an order at Boots for store collection with order number [redacted]64. Unfortunately, the item did not arrive at the store and was reported as misplaced. We have only received two reference numbers, [redacted]8 and [redacted]0, with no further updates. Despite placing the order at the beginning of November, we have not heard back until now, December 6th. Contacting the given phone number has been challenging due to long wait times. This order was intended for my son's sisters for Christmas, and at this point, we feel a refund or replacement should have been arranged. Urgent assistance on this matter is greatly appreciated.

I ordered a post-travel COVID test for my return from holiday. However, I received a lateral flow test instead of the correct one. They are sending a replacement, but it may not arrive in time, forcing me to isolate longer and miss important appointments. I am upset and disappointed by this error from a company I have always trusted.

Hello, I hope you are well. In November [redacted], I got my flu vaccine at Boots Crawley, but unfortunately, I forgot the exact date (I believe it was in the 2nd or 3rd week). I booked the appointment online but mistakenly input the wrong email address, as a result, I never received the order details via email. I am looking to claim the cost of the flu vaccine, so I kindly request that you send me the order details to my correct email address at [redacted] My details are as follows: First Name: Amaravathi Surname: Govindu Phone Number: [redacted]3 Please let me know if you require any additional information. Thank you in advance, Amaravathi

I called the Exeter High Street store today to inquire about its opening hours. I prefer going during quiet times to avoid crowds. The store's recorded message stated it closes at 7pm on weekdays and Saturdays. Relying on this information, I visited after 6pm to get a prescription, only to find it closed. I later checked online and saw the correct closing time is 6pm. It's crucial to update the recorded messages to match the accurate information online, as some individuals, like myself, don't always have ready internet access and rely on phone inquiries.

I reached out to you previously, but unfortunately, did not receive a response. I have been a loyal customer at your store, spending hundreds of pounds with each visit. Despite purchasing expensive gifts, there always seems to be a shortage of bags available. This issue has persisted for years, and I have never complained until now. Recently, when I asked for a bottle of Chanel, the staff appeared disinterested and rushed, prioritizing a quick transaction over providing satisfactory service. I am disappointed by the consistently poor service standards at your store.

I made a purchase at the Caerphilly store on Monday, December 6th, for a perfume to be delivered to the store by Tuesday, December 14th, in time for my daughter's birthday on the 15th. Unfortunately, as of today, the perfume has not arrived, leaving me without a gift for my daughter. When I spoke to the manager, she mentioned that she was late due to an appointment and could only reiterate the assistant's apology, noting that this delivery issue is becoming common lately. After waiting nine days for the delivery, I am now deeply upset that I have nothing to give my daughter for her birthday. I am puzzled by the subpar service your company has provided and would like to hear your thoughts on this matter.

After being on the phone for half an hour, waiting for the worker to reply, she abruptly disconnected the call. I was trying to redeem my free beauty box, valued at £[redacted] for spending over £80, along with the extra points, but none of this was resolved. I have decided to cancel my order and visit a store where I can receive assistance and proper service. I am very disappointed that I have spent the entire day attempting to contact someone who could assist me. My order number is [redacted]19, and it is for Tina J. at 7 Church Hill, intended to be delivered to Boots Hunmanby.

Order [redacted]47 I have not received my order even though it was dispatched over a week ago. I have attempted to reach out to customer service, waiting for 30 minutes on the phone without any response. This lack of communication is disappointing and unprofessional. The online chat support was not helpful, and the website is difficult to navigate. Please improve your service, Boots. I am eager to know the status of my order. Caroline

I placed an order in November for collection on the 4th of December. Unfortunately, it was not available on the agreed date. After some correspondence on Twitter and DMs, I was told it would be sorted, but no action was taken. I have been on hold on the phone for 30 minutes trying to get through today. Could someone please call me back on 07[redacted]05?

Hello, I recently spoke with Ali about a product, and when he informed me it was on the shelf, I replied with a casual "yeah" before further explaining my question. However, Ali then echoed "yeaah" in a rude manner, possibly misunderstanding my tone. This made me feel uncomfortable, especially as I try to be considerate of others due to my mental health struggles. I hope for more understanding and courtesy from staff members like Ali in the future to avoid such unpleasant interactions during routine store visits. Thank you.

I have been a loyal customer of Boots for many years. The staff has always been friendly and helpful. Unfortunately, my recent experience with Layla, a young employee, was less than satisfactory. I am visually impaired and when I tried to use my Boots rewards vouchers, they didn't work. Layla's impatient attitude made me feel uncomfortable and vulnerable. I was disappointed in her unprofessional behavior and lack of empathy. If I had been a young person who had recently lost their sight, this experience could have been devastating. I also missed out on £10 worth of points due to the confusion with my vouchers. Despite trying to contact customer service, I had to hang up after a long wait. I hope that in the future, staff like Layla receive proper training in customer service and disability awareness. - J Taylor

I placed an order at Boots on 20/12/21 for Christmas gifts totaling £92.47. The next day, 21/12/21, the payment was processed. Unfortunately, Hermes attempted delivery on 21/12/21 and 23/12/21 but couldn't find a safe place, even though my order specified leaving it in the front porch where there's a note requesting the same. Hermes referenced a barcode H01WKA[redacted] and advised to contact the sender if more than seven days pass without delivery. When I called Boots, the automated system indicated they were too busy and suggested calling back later. I used an RBS debit card ending in [redacted] for the payment. Ideally, I would like the Boots order delivered as intended for some understanding adults awaiting Santa's gifts. Alternatively, I am open to a refund. Thank you for your assistance in resolving this matter. Best regards, H H.