If I could give them a negative rating I would. After the week I have had dealing with the store (they were actually great and really helpful!), their social media presence (ABYSMAL) and their contact centre (again ABYSMAL) I will never be purchasing anything from Boots ever again. I ordered an item for click and collect on 18th Sept, for delivery into store on 21st Sept, plenty of time for the birthday on 23rd Sept it was needed for. They then lost the item and wanted me to wait until 2pm on 23rd Sept before they would even investigate it, despite me telling them that the item would be useless to me by then, I then asked to cancel the order and was told I couldn’t do that either, despite this whole issue being their mistake. 2pm on Wednesday 23rd is when the real lack of customer service kicked in. Having not heard from the social media team that whole afternoon I decided to call and speak to a human in the vain hope of tracking down the item and getting some sort of resolution. I spoke to a lady called Lucy who tried to call the store to see if it was there, but couldn’t get through, so I had two options - I could take a replacement or a refund. However, the replacement will take 3-5 days to get to the store as the delivery method cannot be updated - even though they lost the first one they can’t do anything to make the situation better! Then Lucy notices that I have paid by PayPal and says ‘oh I notice you have paid by PayPal, just to make you aware that refund will take up to 30 days to clear, it’s in their Terms and Conditions, it’s not us’ Not wanting to risk another going to the store and the same thing happening, resulting in me having to waste more time dealing with their god awful ‘customer services’ I agreed to a refund. Lucy did then say she would add some Advantage Points to the account for the trouble, a point that Boots are now denying ever happened When I queried why points had actually been deducted and none added, so now they are basically calling me a liar on top of everything else! They could have EASILY sorted this issue out in minutes but instead they are wasting both their time and mine by being difficult, lying and trying to pass the buck regarding the refund time (it’s 14 days if you care to look at a PayPal’s site) and then Lucy lying about adding points to the account, to be honest I am not bothered about the points as it’s doubtful I will ever use them now, but it’s the principal of it now - don’t offer something and not follow through on it - oh hang on, there’s a theme emerging here! Also don’t deny it was offered, listen to the call - you will hear the words being said! It’s also clear that they don’t read what has sent to them properly as multiple times my name was incorrect on responses and I was asked to repeat information I had already given many times. If you are willing to put up with horrendous customer service, to be called a liar and messed around for about 5 days please place an order with Boots online. If you want to keep your blood pressure at a reasonable level I suggest you avoid them like the plague!