Boots - Brackley

Laura H.

Review of Boots Store in Brackley: Visit: January 13, 2024, 9:00 AM

#Unclean Store
#Delayed Opening
#Poor Customer Service
#Staff Punctuality Issues
#Neglected Pharmacy Area

Unfortunately, my experience at the Boots store in Brackley this morning was disappointing. The store itself appeared unclean and neglected. Although a cleaner was present, it seemed they were only assigned to a specific area—perhaps they are not responsible for maintaining the pharmacy section.

Additionally, four customers, including myself, were waiting for the store to open promptly at 9:00 AM. However, the doors were opened 9:03 and we were then told we had to wait further 😠as a staff member who was late 🦥 still needed to check in. This lack of punctuality and organization left a poor impression.

I hope improvements can be made regarding cleanliness and opening procedures to provide a better customer experience.

Victoria Beech

Having taken time to pause before leaving a review-this has not been written in haste. The star is for Ben.
I visited Boots in Brackley on Monday 18th November and could not have been more disappointed and sadly not for the first time.
Every time I have had a poor experience I've pledged to never go back there but I continue to say to myself, maybe this time might be better! It was not.
I can honestly say I have never experienced rudeness quite like it anywhere else and I fell it's time to call it out.
As someone with a couple of long term health conditions I'd say I know my body pretty well and tend to be very much the proactive rather than reactive person. I take exception to being spoken to like I'm an amoeba, I take even greater exception to being patronised.
My request was a simple one, following advice from my GP. I asked the young chap at the counter for some chloramphenicol drops or ointment for my eyes. He was polite, professional and helpful and I can honestly say his manners were impeccable. He advised someone would speak to me 'in a minute' which was completely fine.
Having overheard my conversation, the store manager advised the same and spoke to the pharmacist who was directly beside him and she said 'she can wait a moment' (or words to that effect). I overheard the gentleman quite rightly say '"her GP has sent her". I deduced from that that perhaps as chloramphenicol drops are no longer prescribed by GP's it might be okay to allow the assistant to sell them to me. It seems not!
I had to wait the obligatory several moments ..........
Despite knowing what the problem was likely to be, I was put through my paces. "How can I help you?"...... "I'd like some chloramphenicol drops for my eyes please" and so it went on. I was talked down to, patronised and somewhat humiliated by the pharmacist. Standing at the counter being lectured in front of others without being afforded the opportunity to demonstrate I wasn't merely pond life I was even told "oh don't worry, I am going to sell it to you!" I am guessing I was meant to be grateful for the comment so said "thank you".
I would like to offer some advice. You never get a second chance to make a first impression and the reputational damage you cause to your brand is at best concerning. Furthermore, as a business that provides a service in respect of pharmaceuticals to the public many of whom may be suffering, coping with long term conditions and other issues, there is a need for empathy, compassion and understanding.
I see this as an opportunity for you to reflect and improve and I would urge you as a business to do this. Customers will quite rightly take their business elsewhere and shift to the competition. They like to be treated with respect and courtesy. Preventing any future damage to the brand ought to be your top priority.
If people are wrong you should seek to educate them but quietly and gently, don't belittle them. Arrogance is not a pleasant trait.
On leaving I thanked the assistant who had helped me and pointed out that he had "impeccable manners and was a credit to himself"......... there is much to be learned from him.

Rachel Johansson

Poor customer service. Ignorant/rude/patronising staff.
Asked for lactase enzyme tablets - a common product for lactose intolerance. I know Boots sells them on their website. Went to my local shop to see if they had them. Was met with total ignorance. I said I'd found this product before but was abroad at the time. Pharmacist said she'd never heard of selling lactase enzyme tabs over the counter and said "that's not how we do things here." Which was a rather patronising comment and also inaccurate. If you don't know about something, just admit it. Even look it up (customer service - now there's a radical idea!).

Megan Drew

I went and got my vaccine done at this boots and Tina was absolutely amazing. I’m not very good with needles but it was painless and she did it so quickly I didn’t even notice it. Definitely recommend this boots to anyone!

Valerie Dean

Difficult times for Surgeries and Phamacies. They are totally overstretched. My prescription was needed and they did it whilst I waited.
Advised me to extend the days before needed. But they could not promise all would be available. Boots and Surgery very kind.

Gary Loveday

Staff friendly and approachable as to be expected from the company.

Rachel Gilbert

They never answer their phone! There is no message facility either. They were supposed to text to confirm that my prescription ordered by Boots online Doctor was ready for me to collect. I have been waiting despite online approving 12 days ago. I can’t get through to check before I head in to town for no other reason but to collect it. This is simply not good enough from Boots and I wish I had chosen a different supplier for the medication. Wont recommend Boots

Rhod Evans

A very small boots shop, but has all the essentials you will need. Currently they are only allowing 3 people at a time in. The staff are very friendly and helpful with the ability to advise you on the best product/medication for what you need.
There are wheelchair friendly automatic doors which is a nice touch.