bootscontactlensrewardscheme.com Reviews 67

Simply appalling customer service. Delivery delayed, left without lenses, had to buy more through my local store. Dispatch date just keeps being pushed back. Can’t get a response as to when they will be dispatched. Still waiting. I will be switching away from boots and contacting Trading Standards.
AVOID

I had a bit of trouble with delivery, but the Boots staff are excellent, and really helped. So 5 stars for the Boots staff.

Operating the scheme has been taken over by another company Adaro. Since then the scheme is appalling. I have used the scheme for many years and it has always been very good. Now it takes 30min to get through on the phone, the website has not worked on multiple occasions, the staff dont seem to know how to operate the scheme, they talk nonsense in phone calls and lenses do not arrive when they say they will. Endless mistakes and being told the system cannot be changed. One hour on the phone today to try to get a simple Payment Holiday organised as I have too many lenses and came away not having achieved what I wanted.

SCAM. Don't enter in this contact lenses plan!!!!! Paid £42 for the 1st 3 months with a schedule payment plan for 1st July. 06th June got charged in Direct debit. Tried to complaint, got a person who refused to give his name and kept blaming the store for the mistake but he store blamed the company for the mistake and me, the customer, got scammed paying much more than it was agagreed. DO NOT ENTER THIS PLAN. Boots never more!!!

They cancelled my direct debit January 2025 gor no reason other than a new company Adaro now in place! Shocking service from Adaro! I re set Direct Debit January & it was agreed I would receive 1 box of lenses as gesture of goodwill as had run low due to direct debit cancellation. Re started Feb 2025, have paid direct debit every month, & now in June 2025 they took from my bank account 2 lots £35.25, with no warning or communication! Spoke to them after waiting 20 mins on phone, was told it was for extra delivery!! I explained it was 1 box as feature goodwill for the error of cancelling my direct debit in first place ! no apology, was told would get response 5 to 7 working days fgs !! Iv been a customer for reward scheme Boots contact lenses 25 years or more & this is disgusting !!

Both deliveries delayed this year, I've had to call and chase and they tell me there is an issue with supply but then they are magically dispatched and delivered within 2 days. Told to call my local branch and ask for spares in the meantime, which means a trip into the city centre to collect and I'm left without lenses in the meantime. From the other reviews it looks like things have gone really wrong with the management of their scheme so I will definitely switch providers if this happens again. Asked to raise a complaint on 12th May but not heard from them.

Awful customer service. I have been a customer for over 15 years and when we recently moved and discovered the account hadn't been updated with our new address despite calls and online account changes made...I had spoke with a self righteous and quite frankly condescending Customer Service supervisor (Adam) who told me to go to the address they had been sent to and pick them up. I advised that's why I used their lenses by post delivery service. No apology received, no offer to pick up the tracking with the Post Office...after 15 years I'll be taking my custom elsewhere. Avoid using them at all costs. Their customer service teams simply don't appear to care and my experience was that my custom is replaceable.

Account has been set up but password disappears when trying to login causing the accout to be inaccessible. Reset password emails do not arrive, called the helpline and the email they sent also didn't arrive. Last delivery of lenses delivered to in laws address instead of the address on the account that all deliveries have arrived to for the past 4 years.

Have been a customer for over 20 yrs all was well until start of this yr. contacts didn’t arrive, numerous long calls with no resolution then 3 months later a demand for over £100! Called centre again no apology or understanding of the inconvenience - time to try spec savers I think! An apology and a bit of understanding go a long way with customers!

Boots have just changed systems and are trying to charge me 3 months in advance. I have been with them for over 15 years and all they had to do was change my direct debit but no they say I am a new customer and have to pay 3 months in advance. This has been going on since I changed contact lens January. Their customer service have absolutely no idea!

At my contact lens check up in January I noticed that an old address was on a printout of my prescription. I then realised that I hadn't received my last 2 deliveries of contact lenses (I don't wear them very often and had quite built up quite a supply so hadn't noticed). I emailed (as gave up phoning after several attempts of holding with no response or being cut off) and received various assurances that this was being looked into. Eventually in May (4 months after my initial email) I was informed that they wouldn't refund as I hadn't reported it in a timely manner - somewhat ironic considering how long they spent to look into it! They did however confirm that they had been delivered to the old address. I have no idea why after 2 years of sending them to the correct address they changed the address to an old one - suggests a serious problems with their management of data - and I have not received a response to my email asking how this was possible.
I have been a customer for around 25 years (going back to the days of Dolland and Aitchison) and never had any issues previously. Reading the other reviews on this website suggests my experience is far from unique.

My prescription changed in January, so my local store returned the lenses I had for a replacement. The replacement never arrived, so I paid for lenses I never received.

I have decided to cancel the subscription, and they require 28 days notice. I asked to cancel 3 weeks ago, and had to chase them up. They've since sent two emails asking for details to "make sure" it's me asking to cancel. I had to log in to my account to send them the message to cancel, so I am unsure how this helps them. Do people hack into contact lens subscription accounts and maliciously cancel them?

Anyways, this scheme was great for years but cancelling it is an absolute nightmare. You're better off not starting it in the first place. Take a free trial to work out what lenses you need then order them online.

Awful be very careful they ave took payment for lenses out twice more than once

DO NOT USE. So concerned about the customer service. Was paying monthly for lenses and on third payment the lenses would be sent. I cancelled my lenses after two payments, so am due a refund for both payments. I cancelled scheme on 13/02 it has been 2 months and MANY emails to and fro, but still no confirmation that they are going to refund me. This company should not be trusted to handle customer accounts. They asked me to send a screenshot of payments I thought I was due to be refunded because their internal systems must be so poor. They have no record of calls I’ve had with them. It should be simple for them to see the sequence of my payments and lenses I was sent to know I’m owed two payments. DISGUSTING! Going to complain to financial ombudsmen.

Avoid like the plague. Waiting over 6 weeks now for the correct lenses to be sent for my updated prescription. Have been told by the Boots Optician at London Wall for 3 weeks now to just be patient and that it will arrive in just one more day. Having been a loyal customer for many years, very disappointed in how poor the service has become. I've had to keep buying lenses depsite having already paid for the ones they are failing to send me.

Refused to hand over the contact lenses we had paid for as my daughter was due an eyesight test. Then refused to refund the money. So we have paid for them, can't have them and can't have our money back... Customer Services don't respond.

Whilst waiting for my monthly lenses, I ordered an extra set cos I was going on holiday but it's been a month, still no lenses, asked for a refund but they said they can't refund me because the order is still process. Over £100 worth of contacts. I've rang them 7 times and emailed (no reply from email). Each time promising me it will come until today when they told me they actually don't knw when I will get it but cannot refund me. No refund but no product either..no idea what to do. The ppl in the complaints dept don't care at all. All I can hear in the background is chatting and laughing and they always say there's nothing they can do! Absolutely useless!!!

I’ve been on the contact lens reward scheme for over 20 years and have been so disappointed with the service received recently due to their IT software change.

I’ve been waiting a month for my contact lens delivery, with no reassurance or update when they should arrive. My case was escalated to the complaints team two weeks ago but I’ve still not heard a word, despite continuing to pay my monthly direct debit! I’ve had to arrange trial lenses to collect with my local opticians as well as ordering them elsewhere online so I am out of pocket having had to pay twice. You need to start responding to your customers Boots! So disappointing when you’ve paid for a service. I will sadly be looking to move opticians because of this once my delivery has been sorted.

Since having a contact lenses checkup in October 2024, where I was advised to check my prescription strength and therefore make of lenses, I have since only received one delivery in November which were for my old prescription.
I have been a customer for over 20 years and always received my daily lenses delivered by post each month.
Numerous visits to store and phone calls occasionally mean trial lenses are provided, yet the issue still persists and the excuses from store have worn thin, I am paying for a service every month but receiving nothing!

Essentially I went for a contact lenses check up, my prescription changed and although I had contact lenses sent (and received) AFTER appointment, I received the incorrect prescription.

What I've done since:
8/2 - contact lens check
12/2 - notification of lenses posted from contact lense reward scheme
14/2 - lenses received & I emailed to highlight wrong prescriptions
19/2 - response to email for more details. I replied same day
20/2 - email response from books asked me to check with store to check prescription details and said these would be sent as compensation once confirmed
[Abroad 20-23rd]
25/2 - Called store who confirmed details and that these were updated on the system on the day. Responded to Boots email to say I got the prescription wrong but store confirmed details and I supplied these
28/2 - Email received from boots to say store could get me an additional lenses sent? Responded same day to say I was not requesting these just the correct prescription 
01/03 - Called boots contact lenses who said they couldn't send replacement and that I'd need to reply to email.l because that's the 'back end' (?) Said to go into store so they can check and contact on my behalf and get the updated lenses sent and to check the ones I have been sent are suitable to return. The store was a 25min drive away and I could not pop there, nor should I have to put myself out when I am not at fault.
03/03 - Emailed again to lay out this timeframe and suggestions for resolution, as below

The paperwork with my contact lenses doesn't even include my contact lens reward scheme number so the change to an A4 of piece of paper from an A5 and with less information seems like a fruitless change. It looks like the order date is stated as 30.01.2025 and delivery date 11.02.2025. I would suggest internal processes are reviewed if prescriptions are not double checked prior to delivering contact lenses when there's over a week between ordering and sending out shipments too.

Furthermore, I today signed up for the new portal to see if there was a different way I could contact the team and although it appears I successfully signed up (email received) when I log in it just keeps refreshing to the log in page. If I click that I need to reset password it says I am not registered and if I click to register it says I am already registered.

I've been with the scheme for years and literally had no problems until now. I have not heard back from anyone since Friday (28/02) and yet have emailed again on 01/03 and 04/03 to try and get some traction. Would definitely no longer recommend and once solved I will be opting out of the service because it's not like they're offering the cheapest contact lenses around but regardless I would rather pay a bit more and get some good customer service