Ordered some Xmas presents on Boots’ website, however a completely different order turned up. Contacted customer services via email to make them aware, asking them how they would be collecting the incorrect order and asking for my original order to be sent out. They said they would not be sending out my correct order until I had returned the incorrect order to my local store. I advised I didn’t want to visit a store seeing as the mistake was not mine to rectify (plus it was a large box / items to return, not easy when you don’t drive!). I had paid for delivery for the very reason that I wanted to avoid going into a shop unnecessarily at this time. I said in my emails I’m very happy for them to have the incorrect items back seeing as they’re not mine and I have not paid for them, and suggested they either send a courier or use the royal mail collection service. My request was denied saying that their terms and conditions state that any order must be returned to store (or by dropping into the post office) before they would send out my correct order. I don’t see how an incorrect order sent out should follow the same terms and conditions as a customer deciding to return a product they don’t want anymore?! Yes mistakes happen, and I am not one to complain for that reason alone, but the onus should be on them to put it right not the customer. Awful customer experience. Will not be using again and I urge others to avoid based on the other recent 1 star reviews (I would give zero if possible!).