Customer Service Review – Boots
On a busy Saturday afternoon, I was drawn into Boots to stock up on much-needed toiletries and beauty products. Upon walking into the store, I was presented with a busy and hectic environment, which was to be expected on a weekend. I can’t help but feel the store needs to be a bit more spacious, perhaps with less emphasis on stuffing every available shelf with products. It is overwhelming the array of products Boots stock these days, especially when a lot of them do the same thing. Is there really a need for 200 different face washes? Why not just have 20 fantastic ones?
Offers were clearly displayed around the store, although slightly confusing to understand. There was a “3 for 2 mix and match” offer on, which meant you could mix products from different departments and still get a great deal. Boots has always impressed me with their in-store offers, however I think these could be simplified, or items could just be made cheaper overall. I don’t always want to buy 3 toothbrushes to save money. Can I not just have one cheap toothbrush?
Luckily there was a friendly customer assistant standing around who helped me identify exactly what was included in the offer. I did like that the 3 for 2 offer was a “mix and match”, as it meant I didn’t have to buy three facial skin care items and could save money buying things that I actually need such as face wash, shampoo and body scrub. She was really knowledgeable about all the products and gave me recommendations on which ones to get for my skin type.
One great thing I love about shopping in Boots is the points I get to save with my Advantage Card. I like that the Advantage Card isn’t a gimmick where it would take years to save up any money, nor is it a store card involving setting up a credit card. It’s nice and simple – I give the cashier my card every time I go to the till and the points are added on. I’m also sent great vouchers in the post for more points and money off.
After getting my beauty goodies, feeling rather pleased with myself for saving so much money with the in store offers, I headed over to the pharmacy to get my prescription. Here’s where I ran into trouble. I have never seen so many people seemingly doing so little. There was a queue of two or three customers in front of me who were just being ignored by the staff. There seemed to be 5 members of staff in the pharmacy just standing around tidying up shelves of medicine with their backs to the customers. I had to wait a good half an hour to finally get my prescription and pay. When I did finally get to the till, the customer service was efficient and friendly, I was greeted with a smile and asked all the right questions without being interrogated about my day.
Overall, I really enjoy shopping at Boots. They have a great range of health and beauty products, more than anywhere else and there are always lots of money saving offers to look out for. The staff are friendly and very knowledgeable about all the products in-store. However, I do wish they would speed up their service – particularly on the pharmacy. I recommend anyone who shops at Boots gets themselves an Advantage Card – it’s a great way to earn points which translate into free products for you! I always manage to get myself a free lunch after a few weeks of saving up my points. I recommend speaking to the staff if you are overwhelmed by the choices in store – they always listen and are really keen on helping you find what’s best for your needs.