Boots Customer Service (rant)

[Glammanana]

Last week I decided to treat myself to some new bathroom goodies,Boots had an offer on 3 for 2 in their Sanctuary range which I am very partial to.
Foam body moisturiser was £8/Body moisturiser £7 and Shower wash £6,so in total should have come out at £15.00 with the £6 item being free so off I go to till to pay.
When I get home and sort receipts I find I had been charged £18.00 not £15.00 and see an item for £3.00 on the till roll (no sign of the £6.00 item on the till roll).
I don't go to the shopping centre often so when I went in again today I spoke to the cashier at the desk and explained to her I had been over charged by £3.00,she was having none of it and said on the till roll it stated that I had bought the "mini Shower Wash" at 75mls not the full size one that I had indeed bought so I did not qualify for the 3 for 2 offer.
Good job I had the forethought to bring the full sized Shower wash with me to show her their mistake,obviously the codes for the differant sized Shower Washes had been put in wrong on the tills computer.
Three times the sales consultant told me I has purchased a mini size and mistakes do not happen like this and three times I showed her the full sized bottle that I had with me.
I was told no manager available as he was on lunch and the girl who served me last week was off until to-morrow,whilst still insisting I had bought a mini sized item,what a nightmare.
I have ended up ringing CS myself and complaining and am waiting a reply.
I am not bothered about £3.00 but am bothered about being questioned about my honesty when I say I have not bought a mini sized item.
Have I overthought this and complaining about something trivial.

[Plantaholic]

Not sure how the assistant insisted that you had bought the mini size when you showed the larger size. I hope you get some satisfaction Glamm

[Oma]

Not over thinking at all Glam , if you don't complain nothing gets done , plus the fact you had the product to prove what size you had bought ,
Why would you buy a mini one if you already had the full size one anyway ? She obviously didn't think of that did she , sometimes it's lack of adequate training and best to deal with CS direct

[Grauntie Mag]

Deffo lack of training. She should have referred you to an under manager instead of arguing the point. I hope you get satisfaction Glam. Too many times we are expected to roll over and accept other people’s mistakes.

[WeeGranny]

Playing devil's advocate, there was no proof that the bottle you had with you was the one you bought earlier. However, I agree that the situation could have been handled much better than it was and you were right to create a fuss. This happened to me in Sainsbury's recently. Nivea body lotion was on offer at £1.50 so I bought two but when I got my receipt I saw I'd been charged £7.50 each. Went to Customer Service desk and the lad went to check. Seems the offer was for the small bottles but the label was under the larger ones. He apologised and refunded me the £15 saying it was their mistake.

[Glammanana]

I think incorrect labelling is the cause for many problems WG and staff not made aware that the products come in different sizes.
I got a call from the Manager this morning and he has asked me to call in to the store next time I in the shopping centre to receive refund.

[WeeGranny]

All worked out well in the end then Glamma!

[Enfys]

I think that the labelling in shops and supermarkets is very hit and miss too. Also the bar coding can sometimes go awry. I remember once, when I checked my receipt that I had been charged for light bulbs when I hadn’t bought any! Luckily I hadn’t left the store, and it was the wrong barcode on a bottle of mayonnaise. Glad you got it sorted, Glam.

[Glammanana]

Enfus,I do think if the woman at the till didn't insist that I must be wrong that made me more determined I know I am getting on a wee bit but I'm far from senile yet. x

[Mimi]

I would have thought that it would have been easier all round for the cashier to apologise for the mistake and refund you the difference . Boots get to keep a satisfied customer and no 'scene ' at the checkout where other potential customers can see and hear what is happening so no fear of them leaving the shop empty handed .
I expect what will happen is Boots customer service will get back in touch offering you a gift card for x amount .
Hope it gets sorted soon

[Nanto2girls]

Glad thats sorted Glamma. As you say,it's not the money.It's the fact they were bringing your honesty into question.

[Daisy]

Playing devil's advocate, there was no proof that the bottle you had with you was the one you bought earlier. However, I agree that the situation could have been handled much better than it was and you were right to create a fuss. This happened to me in Sainsbury's recently. Nivea body lotion was on offer at £1.50 so I bought two but when I got my receipt I saw I'd been charged £7.50 each. Went to Customer Service desk and the lad went to check. Seems the offer was for the small bottles but the label was under the larger ones. He apologised and refunded me the £15 saying it was their mistake.

My OH was once charged for a huge quantity of green peppers ( around 50 I think) so he always has a quick read through the till roll before he leaves the supermarket. It drives me mad, waiting while he does it, but it's become a kind of game!

I agree with Mimi - customer service is worth more than the amount involved, and I would have been annoyed at having my word questioned like that.

[Enfys]

I always run through the till receipt before I leave too, Daisy, I have picked up quite a few errors doing that so it’s always worth it.

[Daisy]

Enfys - it makes sense to do it while you're still in the shop.

[Glammanana]

I have made a concious decision to really check my receipts from now on even if only purchasing a couple of items x
I must admit I was rushing to get back to my car as the ticket had 15mins left so just piled stuff into my purse and shopping bag.