Boots told me that my package was delivered by my local carrier when it was not. I contacted my local carrier who noted the item was sent by Boots but never actually received by them. Despite indicating this to Boots, sending screen shots, evidence etc, they held firm that I had received the package when I had not. Several emails went around the houses where I had to explain the scenario over and over, until an agent finally issued a replacement which, in fairness, arrived promptly. Boots were to follow up with an investigation form and liaise with my local carrier to explore what happened. Today I received an email stating that the carrier confirmed to them that the item was delivered (not true as I spoke with their customer care and they had not received it) and no refund was to be issued. I never asked for a refund, I asked for a replacement for the order that never arrived, which I duly received a week later. Customer care appears very disjointed and tends not to believe their loyal and long standing customers. I have shopped online and instore for years. I have never reached out before with a problem and when an issue arose, I discovered the process is awful. I was on hold for ages!! It was a miserable, frustrating and repetitive processes based wholly on the premise that I was being untruthful. I am not a liar Boots, this was a really negative experience, please do better.