bootscontactlensrewardscheme.com Reviews 67

Absolutely awful - please don't sign up, the aggravation and incompetence takes too long to go in to, but as a life long contact lens wearer there are definitely more options out there than the Boots scheme. Just so depressing that a once great brand is prepared to offer its customers such a poor service.

The customer service is appalling. It took 5 days to get an email response and that response is requesting information already given in the initial request for help. It's circular, and obstructive. Feels like they are just trying to avoid helping you. I was only trying to change address as we had moved. The opticians are amazing but this service makes me want to get my contacts elsewhere.

I have been in the Boots Rewards Scheme for my contact lenses for 10 years now with very few issues. Recently I wasted two packs of lenses as they arrived without any labelling for Left or Right. I went to my local Boots Opticians who were very helpful and who informed me that I would need to contact the Rewards Scheme which I did. I was promised an email and a call back which never came. My last 3 months of lenses then arrived late and not only were they not labelled Left and Right as I had requested, following the Opticians helpful advice, I could then see that both packs were for the Left eye, leaving me with no lenses for my right eye. I then called again to make a complaint to include the initial complaint made at the beginning of January and requested a pre-paid label to return the incorrect lenses. I was again promised an email with the complaint reference and a call within 3 days. Both never came. A few days later I received an email with a complaint number which advised I would receive a refund of £28.00 within 7 days (not the amount I had requested). I emailed back immediately to request the promised call that day as my complaint had still not been fully dealt with. When a week went by and I had still had no call, I then stated that I would cancel the Direct Debit, which I have since done. I am not sure what has happened to Boots. They may have a new supplier but this does not prevent Boots from dealing with a complaint sent to them over six weeks ago with Boots resolving the issue in a fair manner to the customer's satisfaction.

Brilliant service at Boots optician Chesterfield but apparently they have changed the company that handles their contact lens scheme & the service has become non existent. I have been on the scheme for over 20 years and never have my lenses not arrived at least 3 days before the due date. My February lenses were due on 7th. It is now the 14th and stil not arrived. I think the staff at the Chesterfield branch are as frustrated as I am and have kept me updated but still no lenses.

VERY POOR SERVICE I’m in the contact lens scheme reward plan to which I pay monthly and get contact lens delivered every 3 months, this month they haven’t arrived leaving me with no lens, spoke to customer services who told me it could be the 3rd March at the latest they will arrive which leaves me nearly 3 weeks without any lens, apparently there is a delay. An email would have been appreciated. Very disappointed.

I took out the plan in Dec 2023 as I intended to wear lenses half the time so it was good value. After 8 months, my eyes were tired for days after wearing lenses for just a few hours, so I decided to stop. I rang to cancel & was convinced to take a 6 month break instead. Fast forward 5 months, I decided to email and fully cancel. (9th Jan 2025). After some to and fro, I got this confirmation on 17/1/25...
"This is to confirm that your Boots Contact Lens Reward Plan account has been cancelled.
As a result, no further Direct Debit payments will be taken from your account, and no additional deliveries will be dispatched.
There is no outstanding credit on your account, so you can go ahead and cancel your Direct Debit instruction with your bank."
So I went ahead and cancelled it.
On 23/1/25, I received a generic email from Boots Contact Lens team, confirming my DD had been cancelled.
THEN on 6/2/25, I received an email telling me a new DD had been set up for DOUBLE the previous amount. I never approved this.
I've emailed and got no reply, rang them and held for half an hour, before being told it was a technical error & they'd cancelled my plan now.
I absolutely would not recommend them. I'll be moving both myself & my daughter to a different opticians altogether as this entire process has been such a painful waste of time. If they take any money or it affects my credit rating even slightly, I'll be straight on to the Financial Conduct Authority.

Appalling customer service. Their website isn’t working at all - I can’t pause my plan and I can’t get a statement of my recent payments. I have emailed them
daily as the matter is now urgent and I haven’t even received a reply, let alone the information I require . The contact lenses themselves are fine.