Trust Score 80/100 · 6 sources · 1,666,801 reviews · updated 16 Oct 2026
Boots reviews
In short
Is Boots legit?
Boots holds 4.2 out of 5 on Trustpilot from 232,913 reviews, with 71% five star and 16% one star. The Boots app scores 4.8 on the App Store (1,179,917 ratings) and 4.1 on Google Play (251,113 ratings). Smaller review sites are much lower: Reviews.io shows 2.6 from 1,981 reviews and Sitejabber shows 2.7 from only 10 reviews.
Trust Score 80/100 from 1,666,801 public reviews across 6 sources, updated 16 Oct 2026. How we score
- Rating sources
- 6
- Ratings counted
- 1,666,801
As of 16 Oct 2026 · How we score
AI summary
Boots holds 4.2 out of 5 on Trustpilot from 232,913 reviews, with 71% five star and 16% one star. The Boots app scores 4.8 on the App Store (1,179,917 ratings) and 4.1 on Google Play (251,113 ratings). Smaller review sites are much lower: Reviews.io shows 2.6 from 1,981 reviews and Sitejabber shows 2.7 from only 10 reviews.
- Pharmacy and store staff get repeated praise for being kind, knowledgeable and quick. Reviewers describe flu jabs, repeat prescriptions and advice handled well. Reviews.io is mostly store and branch feedback. Reviews.io
- Online ordering is described as easy, with fast and on-time delivery in many Trustpilot reviews. Several reviewers also like being able to track their parcel. Trustpilot
- Prices, offers and Advantage Card points are liked. Reviewers mention good value, triple points and £10 Tuesday deals. Trustpilot
- The app is praised by many users as easy to use for ordering, repeat prescriptions and checking points. The App Store average is 4.8. App Store
- Product range and quality are described as reliable, covering beauty, perfume and skincare. Some reviewers say they have never needed to return a Boots product. App Store
- Late, lost or undelivered parcels are the most common online complaint, often blamed on Royal Mail, Evri or DHL. Some reviewers say they were told to wait days before Boots would investigate. Trustpilot
- Refund disputes appear in the low ratings. Reviewers report wrong or missing items, then refunds or replacements that were promised and not delivered, including orders worth £90 to nearly £300. Trustpilot
- Support is hard to reach. Reviewers report a chatbot that cannot help, slow email or WhatsApp replies, and phone lines that close early. Trustpilot
- Recent app reviews report the app freezing or getting stuck on consent, advertising, notification or location screens. Slow search and crashes are also mentioned. App Store
- Packaging problems are reported, such as leaked bottles, items arriving empty and too little padding for heavy products. Trustpilot
Summary written by AI from 150 public reviews across the sources below on 17 Oct 2026. Short excerpts link to their source. No reviewer names.
Key facts
| Source | Rating | Reviews | Updated |
|---|---|---|---|
| Trustpilot | 4.2 / 5 | 232,913 | 16 Oct 2026 |
| App Store | 4.8 / 5 | 1,179,917 | 16 Oct 2026 |
| Google Play | 4.1 / 5 | 251,113 | 16 Oct 2026 |
| 4.0 / 5 | 867 | 16 Oct 2026 | |
| Sitejabber | 2.7 / 5 | 10 | 16 Oct 2026 |
| Reviews.io | 2.6 / 5 | 1,981 | 16 Oct 2026 |
Delivery, returns
and support
How is Boots delivery?
Trustpilot reviewers split on delivery. Many report fast or on-time arrival, while others report delays of one to three days, split orders and parcels that never arrived. Most blame is aimed at the couriers, but reviewers also say Boots was slow to act on missing parcels. Leaked and damaged items are reported in several recent Trustpilot reviews. Older Sitejabber reviews describe the same pattern, but that site has only 10 reviews.
How do Boots returns work?
Experiences are mixed. Some reviewers praise a quick turnaround to refund, and one Reviews.io reviewer got a shaver refunded in store without question. Others report refunds that were promised and never paid, and a Sitejabber reviewer was told make-up is not returnable according to the back of the receipt. Several reviewers describe wrong or missing items followed by refund refusals.
How is Boots customer support?
Support is the weakest area in the online reviews. Reviewers report an AI chatbot that does not solve problems, hard-to-find phone contact, and replies taking 36 hours to 2 days. A few reviewers praise phone staff and the Boots Online Doctor complaints route draws strong criticism in one Reviews.io review. In stores, pharmacists and counter staff are often praised, though some reviewers report unfriendly staff or long queues at tills.
How is Boots quality?
Product quality is mostly viewed positively. Reviewers describe products that do the job, good value and reliable stock of beauty, skincare and perfume. Complaints focus on packaging and damage in transit rather than the products themselves. One Google Maps reviewer complained about an eyewear purchase, but the Google listing is a store page with only 5 reviews read.
What customers say
about Boots
I spent 90 quid and received entirely the wrong order, it was clearly someone else's stuff.
Delivery arrived damaged, handwash pump snapped off lying in the box, so had leaked product over all over items.
The app downloads but won’t go any further than the opening page
Always happy to buy something from Boots you know what you’re getting a good value for money
once I had done 111 request for missing drug, the Pharmacist called me this am to discuss the issue & has just text to say the requested medication is ready to collect.
Staff at Castle Quay are unhelpful and unfriendly. Never enough tills open.
Questions about
Boots
Is Boots legit?
Yes. Boots is a long-established UK pharmacy and health retailer. It scores 4.2 from 232,913 Trustpilot reviews, 4.8 on the App Store and 4.0 on Google Maps for the store reviewed. Reviews.io (2.6 from 1,981 reviews) and Sitejabber (2.7 from 10 reviews) are much lower, mostly on store service and online order problems.
How long does Boots delivery take?
Many Trustpilot reviewers report fast delivery, some arriving before the stated date. Others report delays of one to three days or parcels that never arrived, usually via Royal Mail, Evri or DHL. Reviewers say Boots may ask them to wait several days past the due date before it investigates.
Can I return Boots products and get a refund?
Reviewers report both outcomes. Some describe quick refunds, including one in-store shaver refund without question. Others report refunds not paid after wrong or missing items, and one Sitejabber reviewer was told make-up is not returnable. Keeping proof of posting and the order number is a common theme in complaints.
Does Boots reply to bad reviews?
Yes, on Trustpilot. Boots replies to 99.5% of reviews, including negative ones, using a standard apologetic message. On Google Play the reply rate is 40.1%. Reviews.io and Sitejabber show no replies.
Is the Boots app worth using?
Ratings are high, at 4.8 on the App Store and 4.1 on Google Play. Fans like the points tracking, offers and repeat prescription ordering. Recent reviews report the app freezing on startup screens, so reliability is a concern for some users.
Ask the agent
about Boots
Try one of these:
Sources
- 5166,087
- 413,570
- 38,332
- 26,983
- 137,941
Brand replied to 100% of reviews
As of 16 Oct 2026
- 5165,873
- 429,056
- 38,753
- 27,150
- 140,276
Brand replied to 40% of reviews
As of 16 Oct 2026
- 5484
- 4169
- 390
- 220
- 1104
Brand replied to 80% of reviews
Google Maps listing: Boots
Rating data from Google · As of 16 Oct 2026
- 5677
- 487
- 344
- 2117
- 11,056
Brand replied to 0% of reviews
As of 16 Oct 2026
Trust checks
Checks
Something wrong here?
Tell us and we'll respond within 72 hours. If you represent Boots, you can claim this page.