bootscontactlensrewardscheme.com Reviews 67

Extremely frustrating. Returning to contacts lenses has been a nightmare. One page of the website says October delivery, next page says November delivery. Direct debits increased massively. Avoid.

Just thought I would add my review which is exactly in line with the others. Lenses used to arrive like clockwork with the previous supplier. Since the switch over to Adaro, it’s an absolute shambles. Have had to get Boots to order in trial lenses on several occasions. Just realised my daughter was running very low, checked the website, should have been delivered 17th October, but they’ve not even been shipped. No notification. Boots blame it on Johnson & Johnson supply chain…but I managed to order from Lens Store in minutes, with 24 hour delivery promise.

Am now 2 months without lenses despite paying on time for them - apparently they are complex and take longer to get to me. Can't get into the portal either to even check where they are as they have changed that and it doesn't recognise my reward number any more and can't re-register as it says I am already registered. Can only ring and after a long wait they tell me they are in progress. Have been with Boots for many years for all my lenses and specs and the last few months has been the most negative in 20 years - really poor

If I could leave zero stars I would. Ordering lenses used to be so easy, now it’s turned into a nightmare of going round in circles trying to log in and wasted time on tho phone.

the instore experience is excellent.
The disaster and link up with Adaro to deliver contact lenses is utterly broken. i’ve had to get emergency lenses 3 times from Boots.
under no circumstances should you join the reward scheme until they all get themselves sorted out.

Multiple times the contact lenses have been delayed. This month they were delayed by 5 days but no one even told me? They’re so unreliable it’s a joke. I’ve had to cancel

AVOID!!!!!!!!!!!! Please read this review / the others before signing up!!!!!!
I signed up a year ago Sept 2024 ish for reference.
They have repeated sent me the wrong amount of lenses.
They have repeated charged me incorrectly (more)
They have not responded to emails
They have not apologised and there is no-one to complain to.
You can't cancel as you're always waiting for a refund / so so confused you feel absolutely lost

I LOVE BOOTS so I signed up. It's the worst thing ever, and I'm usually pretty savvy. You'd expect more from BOOTS.

Terrible service. For a national company they are awful. There's no link up between different branches and no one will take responsibility for complaints. I was left with 5 week old contact lenses, despite the fact that they are supposed to be replaced every 2 weeks. Lenses sent to store as the system not updated that I had had a contact lens check. Constantly promised things that were not delivered. Customer service line just pushes back to store even though lenses are sent out centrally.

Claim there are no managers in customer service to whom complaints can be escalated to. I don't think I've ever had such bad service. Would have given zero stars if that was an option.

I am supposed to receive my contact lenses on a rolling 3 months. When I didn’t receive them on time I checked my online account, the status was ‘processing’ and not ‘shipped’. Called the helpline to be advised they have problems at the warehouse, they are unable to give any time scale as to when this will be resolved and more importantly when I will receive my lenses.

How about contacting people in advance to advise they will not receive their lenses, alternative plans can then be made.

What an absolute shambles, still no information as to when my lenses will be sent (days, weeks, months).

I have had to go to an online retailer and bought emergency boxes of lenses plus express delivery as I have run out of lenses.

Completely unacceptable! On a plus note the online opticians is much cheaper than Boots for identical product.

Sent this called today to ask where my contact lenses were and was told by the call handler they have no idea when they will be in stock !
These lenses were offered to me as a good will gesture as my 3 monthly lenses were almost 3 weeks late and i had to purchase some online from another company who surprisingly delivered them the following day fancy that !!!
I was told by your call handler it’s because of the type of lenses i have and they are hard to get hold of ! But your happy to take my monthly payments from me .
Your customer service is shocking along with your ineffective supply , delivery service .
My plan no is 1493880 the order no in question is 90821447 and i was told i would receive them shortly after receiving my three monthly lenses , that didn't happen in mid July and its now 9th August.
I asked to speak to the callers manager who wouldn’t come onto the call and was told she would call me back in 3 working days ! Unbelievable….
I would like a response asap informing me of a delivery date .
You can also cancel my plan and no i won’t be phoning up to do that .

Dreadful delivery service. Just joined Boots lensmail scheme,paid my DD for pastc3 months I advance. Lenses due last Monday and still not arrived and it's Wednesday...I have run out of lenses. They need to stick to their delivery dates. Rang customer services and woman in other end had a couldn't care less attitude....said the delivery date isn't the delivery date and I need to add 5 days on. I told her it doesn't say that on my order and she didn't have an answer to that. Asked her to email a receipt for the past 3 months that I had paid. She said she would. Nothing arrived and I had to go on store to ask them to print it ,which they did woth no problem. Need to sort themselves out quickly or I'm going back to Specsavers ,at least they arrived on time!

This is the worse service! They take random amounts of money from my account at random times. Had no contact lenses. Can’t explain why and tell me I’ve been refunded but no refund shows in my account. I get told to send an email and I get no reply, I get told I will get a call back and nothing. Everyone I’ve spoken to over the phone has been incredibly unhelpful.

Delivery delays again. 2 out of 3 since adaro took over the running of their scheme. Boots must be concerned. Don't bother phoning as the call centre can't tell you anything - warehouse problems apparently this time. Just got told to call back in a week.

Shocking service, last 9 months. Partial order delivered and or late. Complained again today saying they hadn’t turned up again. Told they will definitely be delivered tomorrow. Just received an email saying they won’t be delivered tomorrow. Cancelled contract and moved to specsavers.

Time to move away from this scheme. I have used Boots for over 20 years. Since January, the whole thing has been a mess. Lenses not delivered, days without any lenses. I went in to the store to complain yesterday to be told that I was the problem because “wearing my lenses everyday is too much”. But without them, I cannot see. I explained that I pay £40 a month and should be able to wear my lenses everyday if I wish! I am told something different every single time that I query late delivery. Enough is enough now. Time to leave. Boots, sort yourselves out!

Where do you get the staff from?? Absolutely shocking service. I moved house in April. Received letter telling me you would cancel my plan if I didn’t make an appointment for eye test. Did this a mid May for eye test booked July 1st. I rang the boots vision plan line to update address. They told me they had sent my lenses to an old store. I had moved house/town 3 times since that address. I told them that the system was very bad and asked to speak to Manager. I was told I would get call I. 2-3 days. Never happened. I then contacted the Opticians in Rushden they told me they had contacted old store to get them redirected to new store. Still waiting for lenses.
Tried ringing, no answer, Rang Boots Vision Plan line again and I was told by Ali that he would”try” to get back to me. Really?? Who are you hiring. Because every person I’ve spoken to haven’t got a clue what they’re doing. Worst customer service I’ve ever received. Maybe if you hire people who actually have customer service experience instead of the idiots you have answering the phone you might gain more customers. Thinking of cancelling although I have used boots for 40 years. You definitely get what you pay for.

It’s July now and the problem hasn’t been solved.
My delivery was due on 11th July (they used to come 6/7 of the month quarter with the previous delivery company ). My DD paid out on 1st of each month but my order was still being processed up to 11th July. In the end I contacted Avaro direct on the 11th and after investigating was told my order would be shipped that day and my account was updated to say they would be delivered on the 11th…..I didn’t think Royal Mail were that efficient. They have actually been delivered this morning ….16th July. So has taken 16 days since my DD was paid in the 1st, I don’t call this good service but I do thank the lady at Adaro who helped me as Boots couldn’t.
Someone at the top needs to look into this and if this customer service continues look for another delivery company,

Shocking service since the move to new system with Adaro. I have been part of the scheme for over 15 years but no more. Impossible to speak to a competent customer service person regarding being overcharged via direct debit some months, then debits cancelled so account now totally confused. Both customer service team and myself are bamboozled. Never again Boots. That’s it for me.

Terrible service, for the second time in a row my lenses have not arrived. I spoke to an ineffective customer service rep two days ago who said they hadn't even been dispatched yet, despite the fact they are already overdue. This system used to work so well but apparently they have switched to another company who clearly don't know what they are doing. I will be leaving this scheme and going elsewhere, which is a shame as I have been with them for ten plus years. But as I am paying for a service that they clearly can't deliver, I won't use them again. Unacceptable.

This scheme was ok until Jan 25 and since then it has become unreliable and not fit for purpose. Lenses are sent out late or not at all and you cannot contact them to get problems resolved. Log in problems are not addressed and complaints process is deliberately obtuse so you never get a satisfactory apology or remedy.