Boots failed to deliver my order and the customer service operative Josh was unable to tell me where my order was, all he had/could confirm was my order date 14/12/18. Josh was also unable to offer me any assurances regarding a reorder ie if I reordered my item would this reach its requested destination for me to pick up before Christmas?! They lost my order without apology. Whilst on the phone to Josh I agreed to a reorder but during the call between Josh and myself, Boots ran out of their online stocks so he now couldn't order me a replacement item!! I requested that Josh call the only store in Maidstone that still had the item on their shelves after much persuasion he agreed. So Josh was supposed to be calling the store to reserve the item in King Street boots, the Fremlin Walk store had sold the item off their shelves as Josh had informed me earlier during our call. However Josh chose to leave me literally hanging on the phone while he just refunded me the money back on my card instead of calling the store as we had agreed. The only reason I knew that he had refunded me was an automated refund message to my phone. The whole call took over an hour and 15 minutes of my time and I had to end the call, no one came back on the line. Since then, I have been unable to reach King Street boots via their direct store number having tried to call the multiple times, as I would like to see if they have the item still on their shelves so I can then reserve the item for me to pick up. In a nutshell, Boots Customer service is totally rubbish. All Josh wanted to do was get me off the phone by offering me a refund. I didn't want a refund, I wanted the item I ordered. Their online service has collapsed purely due to Christmas. Imagine that Boots the Chemist is not ready for the increased pressure that Christmas brings. Unacceptable that a huge company is unable to cope with extra customer traffic because of Christmas, basically no contingency plans have been put in place to ensure exceptional customer service at a time of the year when all of us want to give our loved ones a special Christmas to show them we care. I will never order online with Boots again.