Customer Service is appalling, bordering on non existent and it's frankly shameful for such a large company! Shop elsewhere, it's simply not worth the risk if a problem arises. My husband gave me a Boots giftcard for my Birthday knowing I needed glasses. Online it says giftcards cannot be used in Boots Opticians - so on the day of my birthday he promptly tried to return it, 5 days after buying it and well within the 35 day return window stated on the back of the receipt. Rochelle, the manager (no less!) in Coalville was rude, argumentative & downright nosy; "Why did you buy a giftcard for Boots & put this much money on it, why not give her the cash to use elsewhere" And "Boots Opticians is entirely separate to Boots. Go over the road and sort it out with them" I'm the end she ordered him to ring CS, which he did.. An hour wasted on the phone there.. Explained the issues FOUR TIMES, she seemingly didn't understand the nature of the call - why can't we have a refund. We were promised a phone call back. That never materialized. Thinking we'll be stuck with this card we called round different opticians & got different answers, from no we don't accept them, to the opposite! Called CS back a few days later to request a refund & have done with it, & get told "I don't understand the problem, we accept refunds within 35 days, you can just take it back" Great, that's the end of it. Or so we thought.. Another phonecall comes in the afternoon from someone else, a rather smug, robot-like woman parroting from her Boots CS handbook presumably.. She tells us that on the back of the giftcard it states refunds aren't given, yet again we point out that it isn't anywhere on there - She, and the rest of Boots staff, seriously need to look at one, because it DOESN'T SAY THAT ANYWHERE ON THIS CARD. Then got told that we should have looked up the T&CS online anyway... Really?? Who stands at a till and thinks to themselves 'I must go online to look up the full T&Cs first'?? But rather than refund you & admit all staff should be politely warning customers of the no refund policy on giftcards BEFORE taking their money, they'd rather blame you, the customer, for not going online and reading their confusing T&CS (that differ depending on which page you look at!) When I explained that in their T&CS it states giftcards can't be used in the opticians she tells us "that although that's written in the T&Cs, they do accept the cards. The assistant just needs to ring up CS to get the balance adjusted - it's something that customers want so we accommodate it" .. But they don't bend their T&CS to accommodate a refund when a customer wants it! Fair? No. Confusing? Yes. Illegal? Probably. As I said, depending on which page you look at online you'll get different answers from; No refunds given on giftcards whether purchased online or instore, to; refunds can be given if you provide a written cancellation request, and return the plastic card.. Like I said. Confusing.. But this is what we're supposed to refer to.. Brilliant. We've had no apology, nothing, just a "we'll pass on feedback re T&CS, and ensure staff don't tell others refunds are allowed" And: "We'll put your case number in the pot for a call from a manager" 'A pot...' Such a caring team all round.. What a joyous birthday treat this has been, I'll certainly look forward to using it in-store... NOT. Thanks Boots. This is the last time I'll shop with you. Well done.