Boots Opticians Avis 10 080

On the 18/01 at the branch in 35/47 Donegall Place in Belfast, I ordered and paid a set of contact lenses, precisely AIR OPTIX plus HydraGlyde, And as I did for 8 years now, I asked to collect them at the store.

Except that one of their employees did the order with the home delivery, which I found out only 3 weeks later since that I didn't receive any call from them and the parcel wasn't delivered.

The same employee did the same order with the home delivery again, because, apparently the system doesn't allow to change the delivery method.

Needless to say that the second order wasn't delivered either.

I decided to go the aforementioned branch, complaining that contact lenses hadn't been delivered at all.
The manager replied that, according to their system, the order had been correctly delivered and she told me to contact Royal Mail for a refund; something that I find really unfair, given that I paid Boots for this service and not Royal Mail.

Despite that I contacted the Royal Mail customer care, which informed me that both orders had been sent back to the sender due to incomplete address.

At this point I sent an email to Boots Customer care, explaining the whole situation, providing the screenshot of my conversation with Royal Mail and asking to send me once for all these blasted contact lenses which I paid 39£.

For 12 days I haven't received any reply, only by chance I found out that the 2 emails sent were detected as spam by Gmail.

I find quite embarrassing that such a big company is not able to equip itself with a serious email service, and I find quite bizarre that the email addresses used for replying to complaints (contactlenses[at]boots-opticians.co.uk and csc.replies[at]boots.co.uk) are detected as spam.

Anyway, I replied to their email communicating my DOB and my address (data required for proceeding with my case) and after a couple of days they replied, and I quote their words,
"As a cash?paying customer, you don’t receive the same benefits as those on our Contact Lens Reward Plan. Because you’re not part of the plan, we’re unable to cover the cost of replacing lost lenses or sending free replacements".

Instead of asking more details or trying to clarify, they just didn't care and took the chance to promote their "Reward plan".

I've been their customer for 8 years, during which I made eye tests, tests for contact lenses, I bought my glasses, no need to mention all the contact lenses and solution I purchased, I never had any issue and I would have never expected such a poor service by them.

I am, to say the least, dumbfounded by the indifference and lack of respect they showed on this occasion, the whole experience was really frustrating and I'm extremely p***ed off about that!!

Edit 27/04/26:
As requested by Boots in their reply, I sent an email to boots.customercare[at]boots.co.uk, again, they sent an automatic reply which unsurprisingly went straight to spam and with the exact same text of the last email, where they promote this damn "Contact Lenses Reward Plan" and saying they cannot replace lost lenses.
Besides that, they ask for a copy of my review, not clue what they mean, but surely they have all the needed data in their system and I provided all the details in the previous email I sent to their customer service.

They even wrote: "we understand how disappointing and upsetting this situation has been".
I could not imagine if they don't.

I wish it was a joke.

NO COMMENT

I received great service from the time of my eye test to the fitting of my glasses. The member of staff who dealt with me in the opticians in boots was truly outstanding.
Her name is Rajni and she had great customer service skills. I would always return to boots opticians as I always have done.

Saw Amy at Emersons Green for contact lenses check. She listened to my situation, explained the options really well and was very empathetic throughout.

I have recently had my eyes tested and bought glasses and sun glasses at Boots Opticians in Tiverton. I have to say that every single member of staff I saw was friendly, helpful, polite, knowledgable and efficient. I had to go back several times to have the arms of the glasses altered and frames changed and they couldn’t have been more helpful and kind. I have already recommended them!

After many trips to an opticians in Lincolnshire, not Boots, I decided to go back to my hometown, Harlow Essex to have an extra eye test done as my opticians where I live now just could not seem to get my prescription right. 23/04/26 I had an appointment with Boots CM20 1JA. I was booked in by T who was very kind from the off. I had the general pre eye assessments and then waited 5 mins for the optician. V was also very kind. I explained all my symptoms as I had done before at my previous appointments and V listened without interrupting then she asked me many questions. To say this was an in depth eye test was absolutely phenomenal. V went through absolutely everything and really knew what she was talking about. My test was approximately 1 hour, I did book the last appointment of the day. T then came to get me, V explained to hi. What was needed and I went to choose my frames. The second part of the appointment was the also very informative. T went through my prescription with me and then came to help me choose frames that suited my face shape. I have not had this level of help for some years. I tried many on and we settled on a pair we both liked. T then measured my pupil distance and many measurements to make sure the glasses would fit perfectly. I could have cried with the level of service. I have always used Boots in the past but as I live rural it was convenient to visit another service. I will now always make the journey to Boots Harlow. I am hoping this will get through to T and V but I am going to write to them personally. Try this branch, you will not go wrong.

I had my eye test elsewhere but went to Boots for my lenses and frames as they have a very good range of frames and were the best for more unusual designs. I was fortunate to be assisted by Matt in the Tunbridge Wells store. He is very professional and knowledgeable and a very good communicator. At no time did I feel he was pushing a particular product/lens and was keen to help me get the best solution for my needs. He has a very nice sense of humour and I did not feel rushed to make decisions. Well done Matt and thank you!

Today i visit Boots Barkinside branch. Staffs are very welcoming there. As i am a regular customer of boots barkingside optician. VIN is a very gentle and treat cuatomers cery well, he fixed my glass with in 5 minitues and the service is completwly free. Highly recommended.

I have spent a lot of time trying to find an optician who could deliver my contact lens needs. Today, Luke at Boots Carlisle achieved this seemingly unachievable task. I feel that Luke listened, considered all options and showed great customer service and support and cannot recommend him highly enough. Further, his colleague, Steve even delivered the perfect specs in a seemingly effortless,but undoubtedly personal, manners.

I experienced an unusual lump on my eyelid so contacted my local Boots Optician (Northwich) for advice. The triage service was excellent and I was given an appointment in a timely manner. The optician (Mudasir Abdulla) who saw me was really kind, professional and knowledgeable. After a number of tests I was given a treatment plan & advice. Highly recommend.

I visited at Lymington branch. Staffs are very attentive with warm welcoming. I got clear information from optician.

Great staff members always make our children feel at ease

Very helpful staff in Upminster

We visited our local boots store in Congleton on 21st April 2026. On arrival we were greeted by two ladies stood on reception in a friendly and professional manner, top marks! A staff member named Jodie dealt with our enquiries regarding looking at the range of glasses on offer. She explained the options available to us in such a calm, friendly and professional way. Her product knowledge and customer service truly shined. She was a star! Gladly, her manager was there too, so I passed on my feedback to him. Well Done to Boots Congleton, keep at it!

Very thorough exam by Harry with clear explanations and Sophie was also friendly and helpful (in the Newton Abbot branch )

Great service by Julia and Sonal. They were very helpful and professional. Would definitely recommend 😊

Poor communication, changed appointment times, felt like they were just after more money and not interested in doing the right thing. Staff were all polite and professional but feel like I've been messed about and fobbed off again.
I initially went in to the branch to see if I could get some new lenses in some old sunglasses. It was going to be nearly as much as new glasses so decided to purchase new glasses instead. While I was there I mentioned having issues with my right eye, I suffer from dry eyes but this was beyond the usual symptoms. I spoke to the optometrist and agreed I should come for an eye health check through PEARS scheme. When he left I made the appointment with the optician who was dealing with my new glasses, I said I'll carry on with my dry eye treatment and come back for my appointment when I pick my new glasses up in approx 10 days. I received email/SMS confirmation.
Turned up on time but was told the appointment was 30min later than original booking. I couldn't stay due to parking issues so agreed to come back the next day.
When I got home I checked my emails and realised that, what I thought were appointment reminders, were a further 2 emails changing the appointment time from 3.10pm then 3.20pm and then 3.40pm. These were received on the day before the appointment (Sunday) and labelled 'Booking Confirmation' so I didn't check the details.
When I turned up the next day I was told I'd have to pay for eye test as the issues were not urgent as went beyond 4 weeks of symptoms. I was then told I should have been seen within 3 day to qualify for the scheme ?! At no point had I been told this during the previous conversations.
Also, the new glasses have so much glare from lights I can't wear them indoors. I mentioned I wanted these mainly for driving and paid extra for reaction lenses but I assumed they could be worn anytime. Extra £50 if I want some other coating.
This isn't the first time I've had issues with the branch in Huddersfield and starting to feel like they have issues with me for daring to complain previously. Very disappointed and won't be going back.

The service was consistently excellent and provided with a friendly attitude. All the staff members—Alzcola, Rafaqat, and Stephen—made me feel truly welcomed.

The service was absolutely terrible.
They lost my glasses when sent away for new lenses,and then tried to give someone else’s glasses because they had my name on them the is the second problem we have had with this store in Clapham.

Went for my eye test at the Weymouth branch.. the the man that did my test was absolutely brilliant his name was absalom.. told me everything I needed to know.. and to all the staff in the shop marcelle and pinnie was kind and courteous. and the man called grant he seen to my new glasses he’s just amazing. Tried some good glasses on helped me pick them what suits me what didn’t. All I can say is a had a wonderful time going there.. just waiting on the new glasses coming.. I would fully recommend going there. all staff got time for you.. thank you boots Optitions Weymouth