Boots Hearingcare - Leeds, Trinity Avis 

I visited Boots Leeds Trinity today with a colleague during our break to return three items. Unfortunately, the whole experience was extremely frustrating and left us feeling completely disregarded as customers.

We were initially told by a member of staff that there was only one till available for refunds. When we got to the area, there was a large queue, but there was very little communication from staff about what the queue was actually for. It wasn’t clear which queue was for the till and which was for the self-checkouts, and nobody appeared to be taking responsibility for directing customers.

We waited around 10–15 minutes, despite there being several members of staff around. What was particularly frustrating was that staff appeared to be standing around watching the situation rather than jumping onto the available till to help process customers and reduce the queue.

There was one member of staff, Edward, who was going back and forth collecting orders, but this was taking around five minutes each time. After waiting for a significant amount of our break, I asked if somebody could please process our three refunds as we had already wasted most of our break standing in the queue. I called out to Edward and he completely ignored me.

We then spoke to Julie, a Sales Advisor. Unfortunately, the customer service we received from her was extremely poor. When we explained that we had been waiting and were now losing most of our break, she laughed at us. I found this incredibly unprofessional and dismissive, particularly when we were simply asking for help with a straightforward refund.

What made the situation even more frustrating was that Julie had been standing around for approximately 10 minutes while we were waiting, yet could have assisted on the till and helped clear the queue. When she eventually processed our refunds, there was no apology or acknowledgement of the inconvenience caused. The only question she asked was whether we had a Boots card.

I completely understand that stores can get busy and that staff can be under pressure, but the issue here was the lack of communication, urgency and basic customer service. We were on our break and ended up spending the majority of it simply waiting to return three items, while staff appeared to be aware of the queue but did very little to resolve it.

I would expect much better customer service from a company like Boots, particularly when customers are simply trying to complete a straightforward transaction. The attitude we experienced today was disappointing and certainly not what I would consider professional.

The lady was very helpful and did the hearing tests, and showed me how everything works. She was excellent.

I had a hearing test appt today with Angela at Boots Trinity store in Leeds who was very professional and friendly and who listened to my concerns about my hearing.
I have only given a 4 stars review due to the issue of the very loud music coming from the wider store area. It was very loud and distracting and made it difficult to hear Angela and hard to hear the sounds during the test.
It must be difficult for the Boots staff team in general to work in the store

Thank you Angela for being so helpful and caring during my appointment

My replies were heard so I felt my issued were handled.
I was shown a different set of hearing aids and their differences were explained to me properly so I was able to make a right decision for myself.

Very understanding and cooperative. Give 💯 %. Regards

The hearing staff experience Great instrucions clear how to use hearing aids

Mrs Nisha Mason, the Audiologist provided a very professional consultation, which gave my wife and I great confidence that her advice on the purchase of a hearing aid be followed. She arranged for the hearing aid to be provided by the end of the week so that we were able to have it fitted at our convenience.

Telephone manner helpful when enquiring, booking and clarifying appointment.
Audiologist knowledgeable, warm and helpful manner

Thorough and professional 90 minute consultation.

The audiologist I saw was very business like and organised. She provided an excellent service pleasantly.