Dear [Boots store /Uber Eats], I am writing to express my outrage and deep concern regarding a serious error with my recent order placed via Uber Eats. I urgently ordered Kendamil Goat Milk First Infant Formula for my newborn baby — a critical item for her health and wellbeing. Instead, I received a completely unrelated and inappropriate delivery: paracetamol and ibuprofen. This is not a minor mistake. It is a gross failure in duty of care, especially given that I am currently unwell and relied on this delivery to avoid leaving home. The substitution of essential infant formula with adult medication is not only negligent but potentially dangerous. I demand the following: • A full and immediate refund • A formal explanation of how this error occurred • Confirmation that corrective action will be taken to prevent this from happening to other families I have retained all packaging and taken photographs of the incorrect items as evidence. I expect this matter to be treated with the seriousness it deserves.
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Reviews
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Immy A ★☆☆☆☆
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Zoya Hussain ★★★★★
Thank you to the security guard who was very helpful went out his way to help me find the product I needed very polite and well mannered tall security guard. Keep up the amazing customer service well done boots.
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Shmiala Akhtar ★★★★★
I went to boots on 31st October, ( Bullring) I needed a foundation, as I looked around I could not see any staff visible apart from a staff member who was stocking up. It was very busy in boots it was roughly 18:00pm. I thought I should test the foundation on the back of my hands and see the difference. As I took a swatch the foundation gushed on to my off-white cream coat , Gucci scarf and coffee brown top! I was absolutely furious since I had foundation over me now!! I went to the nearest till to ask for wipes or tissue . I seen a female staff member “safa” serving. She smiled at me to acknowledge me while she was serving at the same time. I was huffing and puffing as it’s so busy and I have social anxiety. As soon as she finished serving she greeted me with a hello and asked if I was ok or if I needed any help. I explained what had happened she said don’t worry come with me . Not only the lovely safa took my foundation of my clothes and accessories, she also swatched the right foundation for me , served me at the same time she was telling the customers she will be right with them as soon as she has finished helping me! It was extremely busy there was less staff as my sister was shopping and looking for cheek and lip blushers. Safa helped my sister too, the blusher that my sister was after was sold out , safa then found an alternative which my sister purchased. I went on to say thank you to safa and how I will approach her when I go next in to shop at boots. Safa customer service was excellent I can say that since I have a retail background. Boots overall had less cosmetic staff around on the makeup section but safa still didn’t fail to use her customer skills. I have been shopping for many years in boots but the level of experience I had on the 31st October 2025 definitely needs to be acknowledged and recognised. I’d like to thank safa one more time and she got my foundation match bang on I did tan on holiday, she gave me the perfect shade!! Carry on with the great work safa & I hope to shop there very soon! My feedback on safa customer service is : if boots had been mystery shopped on the evening she would definitely get boots 100%!! Keep up the good work safa !!! :)
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Jonathan Proudfoot ★☆☆☆☆
The staff in this store are appallingly rude. What I assume is the manager seems to have a real attitude problem after witnessing her lay into multiple people today, shouting at customers and delivery drivers in front of other customers. I don't know what was going on but there's nothing that could justify this sort of behaviour. The security staff were unprofessional too, quite obviously swearing under their breath. I wouldn't bother coming to this shop again.
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Khadija Sakawe ★☆☆☆☆
I didn’t even want to give one star Disappointing Experience at Boots I went to Boots and accidentally purchased a broken item that , I wanting to return it immediately after noticing it was leaking through the unopened packaging. Instead of receiving assistance, I was blamed for breaking the item. The staff manager's attitude was unprofessional; I felt looked down upon, and the customer service was incredibly bad. I was disrespected and humiliated in front of other customers, and nobody offered to help me. I walked out of the store feeling deeply upset and frustrated. I have always appreciated Boots for its products and service, but this experience has made me reconsider my loyalty. I hope the management addresses these issues to ensure a better customer experience in the future.
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Sumon Ahmed ★☆☆☆☆
Half empty shop, everyting all over the place. Is it worth keeping open
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Tyson Venus ★★★☆☆
Its a great store with very friendly staff. Only issue is the shelves are always empty. Been coming in for months and the shelves has still not been restocked. End up buying online.
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Guinevere G ★☆☆☆☆
I felt very unsafe and unwelcome as soon as I stepped in, I felt as though the security guard was following me down EVERY SINGLE aisle i went down. Considering I’d see him at the end of every aisle I went through, doesn’t feel like much of a coincidence. Absolutely horrible. Do better. Seems like after reading reviews, the security guards love to harass customers here. If that’s your cuppa tea then give this place a visit!
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Vasilica Neacsu ★☆☆☆☆
Unexperienced staff and very slow service. I went to buy a blood pressure machine staff very slow and take long time to serve while only few custumers in a shop!
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Ryan Bowen ★☆☆☆☆
Horrible experience. Extremely aggressive security guard came and harassed me as I was leaving. After I showed him my receipt loudly and aggressively accused me of 'walking shady' - I still don't know what this actually means but it was a really horrible experience when I'd just gone in to make a quick Christmas present purchase!
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Boots is located at 280 Coventry Rd, Small Heath, Birmingham B10 0XA, UK
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