Boots - London

lana 02

Came in a few days ago had a great experience. Was intending to write this review happily as soon as I left the store but was unable to at the time hence the review now. So, although it's delayed, I would still like to show my appreciation. This review is specifically for the perfume counter area at Boots. I usually come in and the staff in that section are all very nice, eager to help customers find scents and discover them, super sweet people. But I've realised there is a lovely gem of a Lady there, I believe her name is Linda (Hopefully, if I'm not wrong), she sports a short blond hair style with a bright lip. She is just the sweetest, like a beam of light, I noticed her on this day from miles away, smiling at me from ear to ear, made me feel quite at home. In fact every time I come in and come by this section of boots it's her who puts a smile on my face, she just has this incredible energy about her, well mannered, helpful, this great caring nature about here. Incredibly experienced and knowledgeable about perfumes, and is always ready to help; it is thanks to her I have found some of my fave scents with ease. This time I came in she gifted me some lovely samples, much needed by myself to figure out my signature scent & and discover new one as a beauty reviewer. She was super helpful and kind about it all. Just all around an awesome women, great great worker, great positive energy/vibe she brings to the table. Could not be more thankful for her presence in the team. And, for that I think she deserves some brownie point from her boss! I know her work does not go unnoticed by myself and other customers, perhaps even her co-workers too. Truly a gem & Truly wish her the best. Thanks Hun for making the boots experience that little bit more special and fun.

Shablul Hoque

No disrespect but this review is for awareness.
Being a loyal, regular boots customer, I was shocked and very disappointed by the poor service and rude behaviour by one of the young female staff in the perfume section. I requested a particular perfume which she got out of the cabinet but left me waiting at the till and disrespectfully went on to serve another customer. As I was waiting few other customers from behind me paid for their purchase to other tills and left. I was unreasonably and unjustly kept waiting. The girl then came to the till with the other customer and processed his payment and served him before me while keeping me waiting. I then protested and respectfully asked why I was not being served but she replied with a rude tone “I told you to wait.” I told her respectfully in front of her colleagues that this was, disrespectful, unfair and unjust and that I will lodge a complaint to boots about her. I went to Superdrug’s a few doors away and bought the perfume but received excellent service by a gentleman. I came home and destroyed the boots loyalty card and decided never to shop at boots again. SH

Jasmine Rahman

Anna in the Dior section was extremely welcoming, kind and helpful. I'm a very anxious person when it comes to talking to new people and asking for help but she made me feel so comfortable when colour matching a foundation and concealer for me. She's a very lovely woman and I think society could do with more people like her! Thank you so much for the kind wishes with starting university and it was really nice to meet you Anna, all the best xx

MARK BENJAMIN

Even on a Wednesday evening this mall is very busy and lively. I visited the Mac Cosmetics store located on the lower level in Boots. The sales associate Emily was super helpful, knowledgeable, quick and very talented 🙂 Most definitely worth the trip!

Lori

Was served by a lovely younglady Emelye, perfect customer service she really guided me to buy the perfect gift for my niece. 1000000 stars for Emelye . Thank you very much for your help

Maggie UK

Why is it that every boots I go to, can never get a good experience? Staff here were not friendly and some looked like they are being forced to work. The girl who served me was so nice but did not seem to have any knowledge in make up despite working at the make up section. I am glad I did not allow them to do make up as the brushes used to do a test on my arm looked like they were not clean. This is definitely a hygiene and health and safety issue. Why doesn't boots opt for disposable sponges or brushes for make up and still go on with using brushes on every customers skin? This is so unhygienic especially with the large amount of customers going in and out of the store. Also for the make up artist to be dabbing make up from their arms into someone's else face it not hygienic at all. Isn't there like a tray or something for them to dab from instead of transferring from skin to skin? Please train your staff and why is it that there is a specific person for each counter? what are customers supposed to do when the person is not there or off sick like happened at other Boots store?

Antony clandfield

Went in today and was met by an amazing customer service team member called Ife at the Yves saint Laurent makeup section. Was so professional and patient with us, made our shopping experience so smooth. Best customer service I’ve had in a long time.

Barbara Guerra

I am writing to express my disappointment with the customer service I received at your store Westfield Stratford on Friday, August 2nd.

Around 11 a.m., I visited the store to purchase several products, including an eyelash serum. Unable to find the product on the shelves, I asked for assistance from a shop floor advisor. Unfortunately, the advisor, who seemed unoccupied at the time, dismissed my request without checking the system and threw a rude attitude, appearing visibly bothered by my inquiry.

I then approached another shop floor assistant, a kind and helpful black gentleman, who checked the system and located the product for me in the storage room.

However, when I proceeded to the till to pay for the lash serum, I discovered that the lash serum, which was on offer on the website/app, was being charged at full price. I asked the same initial shop floor advisor if he could price-match the website/app (he was at the self-checkout area). He then called the manager, an Asian-looking guy, to assist. The manager refused to match the price, claiming that the offer was online, even though there was no indication of this on the website or app, then he said I could buy it from the app instead, a thing that was not helpful at all.

The issue here was double annoying. First, Boots should clearly state if an offer is "online exclusive." Second, and more concerning, is the manager's extremely rude and unprofessional behaviour. He demonstrated a lack of customer service skills, poor communication, and a complete lack of empathy.

This experience resulted in a significant waste of my time, not only because of the initial difficulty in locating the product but also due to the unpleasant interaction at the self-checkout with the "manager" in charge of that shift.

I left the store without buying it because of the attitude of this manager and of course the misleading offer. I went to Sephora instead.

Key points:

-The stark contrast between the helpful second assistant and the unhelpful first advisor/manager suggests inconsistency in staff training and service quality.
-The manager's behaviour exacerbated the situation, turning a simple pricing issue into a negative customer experience.
-The manager's refusal to honour the online price and his unprofessional behaviour worsened the situation.
-Time Wasted: Significant time was spent trying to locate the product and dealing with the pricing issue, leave alone writing this email.
-Negative Experience: The rude and unprofessional behaviour of the manager left a lasting negative impression.
-Frustration: The confusion over the pricing and the poor handling of the situation by the staff led to a frustrating shopping experience.
I hope you will address these concerns to improve the service quality at your store.