Customer Dissatisfaction and Trust Decline at Boots Due to Order Cancellations and Communication Issues
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Customer Dissatisfaction and Trust Decline at Boots Due to Order Cancellations and Communication Issues

Boots faces customer dissatisfaction due to frequent order cancellations, internal validation issues, poor website performance, unhelpful customer service, and communication problems. Customers express frustration with lost orders, lack of transparency, and difficulties in resolving issues, leading to a decline in trust and loyalty. Issues with online orders, delivery problems, and unresponsive customer support contribute to negative experiences. Boots' handling of payment issues, order cancellations, and lack of clear communication highlight significant areas for improvement.

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Custom Date - May 22, 2024
Featured Content
  • Silent & adamant in customer dissatisfaction

    The system of boots is a rubbish one and an utter example of technological superiority. Orders getting rejected for no reasons and I found it difficult to understand how they can be so silent & adamant in customer dissatisfaction.

    Sentiment
    • Negative
    Content
    • Internal Validation Problems
    Aug 13, 2023
  • Rubbish

    Twice they've put payment through for an order that hadn't gone through because of "internal validation checks" now i have to wait 5 days for money to go back into my account. Sounds like lots of people having same problem

    Sentiment
    • Negative
    Content
    • Internal Validation Problems
    Nov 10, 2022
  • Can’t I ‘do’ zero stars?

    Can’t I ‘do’ zero stars?Can’t even get to book our ‘flu jabs!…they seem to have a fault! on their booking system - and of course, don’t answer the phones due to ‘staff shortages’What a waste of space of an organisation!

    Sentiment
    • Negative
    Content
    • Website Performance Issues
    Oct 16, 2022
  • Rubbish slow website and kept…

    Rubbish slow website and kept cancelling my order due to failed validation checks. Useless company, goodbye.

    Sentiment
    • Negative
    Content
    • Order Cancellation Frustrations
    Oct 04, 2022
  • The website is slow and glitches all…

    The website is slow and glitches all the time - I stopped using it. Started with app after some time - exactly the same and Boots don’t seem to be doing anything about it.I went to Superdrug!!

    Sentiment
    • Negative
    Content
    • Website Performance Issues
    Apr 30, 2022
  • Terrible website

    Terrible website. Always in a vertical queue to get in & when you finally get in, it says sorry we can’t find that page or you click on An item you want and then it says sorry out of stock. Don’t show us it if you’re out of stock.

    Sentiment
    • Negative
    Content
    • Website Performance Issues
    Mar 31, 2022
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Sentiment Analysis (of 30 reviews)
-100 Net Promoter
Score
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  • This page displays purchase options and a preview of the customer feedback analysis report for International Boots  based on online reviews collected from Trustpilot. The analysis helps Retail Management Professionals, Customer Experience Analysts, Business Strategists, Marketing Managers, E-commerce Specialists to discover insights into what people love, dislike, and need.

  • This report provides the Net Promoter Score, sentiment analysis, content classification, most popular phrases, languages and a trend graph to display how the context changes over time. After purchasing the report, you can search in customer feedback and filter results based on classification labels and popular phrases. Also, the analysis is available in PDF format, and all the reviews are available in Excel.

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