Shockingly awful Customer Service at this shop. Let me kindly write my experience today at Boots. Because I’m local person in Sutton where I live of course. I decided to come in Boots to buy some stuff which I wanted to buy, so I don’t need to order them online from Boots and wait for delivery. Okay everything went good of course until I arrived in Boots finally after 15 minutes walking from my home. I was actually looking for some brand skin care ( which I will not discuss right now here ) and some brand a body cream. I wandered around in store about 40 minutes trying to find those brands while everyone from the customer service ignoring me. Then I finally find a lady from the customer service to ask her if she know where about I could find the stuff which I’m looking and of course if they are here in stock in the store. Unfortunately she didn’t even look at me in my face. Her exactly words was ( “ I’m going for lunch break, tell me quickly what you need and want “ ) I was shocked by her answer. Anyway I asked her about my question, and unfortunately she said ( “ I don’t know “ ) and then she runaway. Then I find another customer service a man which I wanted to ask him for my help which I need. I literally had to run after him so I can catch him in store and ask him. Unfortunately, he pretended not to see me and hear me and runaway somewhere on the back on the store where the store staff goes. Then I continue walking in the store trying to find my stuff for which I came 50 minutes ago, but because the store it’s quiet big and difficult to find some stuff which you need if you coming specially for first time. Then I was walking around the make up stuff and brand, and there was a lady said to me ( “ Hello dear can I help you with something “ ) Then I explained to her my problem and tried to explain everything to her what I’m looking and what I need. Then she was something like a on rush doing another things and she said to me ( “ Hmm I don’t know if we have them here, try to look around here in the store or best idea is if you go in another store to have a look ). Then literally she left me and started to talk to another customer in the store and she even didn’t look me or wait for my answer or something. Yes ! That’s was my whole experience today in Boots Store for about a 1 hour. Absolutely zero intelligence in the customer service and extremely rude behaviour and haughtily! I’m local person which living in Sutton and I will never come to visit this store again, I prefer to stick to shop online from my home. Thanks!

Ordered some items for xmas online - using click & collect to save on O2 omissions & keep fit at same time, taking advantage of Boots' promotions like their 3 for 2 on gifting, triple points on certain items & more than half price on others. This made a huge saving with some really lovely gifts, beautifully presented & carefully wrapped for delivery to store, which occurred quite soon after ordering. Not only did I make a huge saving, my points have now increased to over £40. Highly recommend getting a Boots advantage card & downloading their app, which means app can be used if forget card. Visited Boots to use vouchers received in post (*as per photo) linked to Advantage Card. Had trouble to find several products for which entered store specifically to purchase, each member of staff were very obliging & helpful. Made a big saving on their 3 for 2 offers & gained substantial points via promotional vouchers. Customers who sign up for Boots Advantage Card can gain 4 points per each £1 spent. Regularly, Boots do special promotions where any points gained can be doubled or tripled. Points earned on Advantage Cards can then be used against future purchases. Furthermore, if customers link their card to Boots' on-line app, they will receive weekly promotions & offers. The Sutton, Surrey store is always very clean & tidy. It has 2 levels, a lower, small, galley type area where meal deals & the like can be purchased quite quickly with access in store & out to an upper main store area, including a pharmacy rear left & optician far left. One special thank you to Linda, who always greets me with a smile & is always so very professional. She usually goes over & above the call of duty, making customers aware of any promotions they may not realise are available, or taking time to help you purchase best item.

A slightly over zealous security guard in his hi Viz and camera approached me and asked if I needed a basket, he'd didn't offer one just asked, I had 2 X deodorant bottles and a box with a small beard trimmer. Might have been the way I dressed but hey if you are suspicious at least deal with it professionally. Offer a basket and while doing that assess the customer. So I put the items back on the shelves as I did so my security man is following to observe. On leaving I approached said security officer and pointing out because of how they had handled a customer looking at batteries that I was walking out and NOT spending a minimum £25, and the response he gave me a thumbs up. Booths up your game, train your staff even those on contract to respect customers, we will come out the other side of the pandemic, customers should be treated with respect. I am a customer I can take my business elsewhere, I bought my stuff on Amazon - I am a customer I can make choices, I want to support the high street Booths you can do better - manage your team and security team

Staff are completely useless. I went in store to print some canvases of my baby and left my Micro SD card on the counter by accident and only realised I'd left it there when I got home. So I called up and the young girl who answered the phone was laughing as she came to it, not to mention when she went to go to check she said 'Bye- oh not bye stay on line'. When she came back she said my USB wasn't there! Devasted I got my partner to give them another call and the man working at the photo area said he looked and found nothing either. Still not convinced they hadn't found it, my partner went back in store to look for himself and found it exactly where we had left it - clear as day on the counter!!!!!!!! Unessessary years and stress for something so simple!! Lazy and uncooperative.

The online experience is not good IF you experience problems as the staff ate not trained & offer absolutely no resolution whatsoever. However in terms of booking appointments for example work the Opticians department is 100% better than either phone or in-store as offers convenience, saves time (when it works) & offers much more acceptable time slots rather than a few months timetables given in-store which is most definitely exaggerated to save staff working hard. The phone experience is ridiculous & literally doesn't exist at present. Having said that, once you are in store, the staff are nice, courteous & offer professionalism & expertise way above competitors. If you're lucky & don't encounter the above issues then highly recommended.

This store has most certainly gone down hill fast over the last year......it looks so uninviting from outside and old and dated inside,their prices cannot compete with the £1 shops and Savers.....I looked in there a couple of days ago on the off chance of finding a product I was looking to purchase....but walked straight back out again...the shelves were half empty...and a young lad of approx 19 to 20 years of age Was working on the No7 make up counter....I believe in giving everyone a chance..... but......really.....what knowledge and help would be be able to provide on make up and skin care advice??? I think Boots has come to the end of its life!!!!!!

Every single time I enter the shop after work at around 6 pm I am being approach by several members of staff reminding me that I have to hurry up as the shop is closing in 30, 25, 20 ..min etc. Today I was told at least 10 times by 4 different shop assistants that I should be finishing my shopping despite still having plenty of time to do so. When I eventually kindly asked one of the staff to stop reminding me because it is very distracting and promised to leave before the closing time, she just started arguing and laughing, with other staff happily joining the argument and laughing at my face. I believe this is not the best customer service.

This is by far the WORST Boots I have ever visited! There is this white girl called Olivia at the till who literally barks '' Next customer'' like are you okay in the head? What's with the chip in the shoulder, what's with the attitude? Is this great customer service? Then when she does '' serve'' you, it is all very dismissive and robotic i.e no greeting, did not ask if I needed a bag This girl is completely & utterly in the wrong job! Also, why are you mainly hiring young, bratty, ill-mannered girls? Is this your standard? Please train your staff Sutton!

Very rude and racist staff that will follow you around and shout at you every 5 mins that they are closing soon (I arrived in the shop at 18:03, and mind you, I have a working watch). No one else was approached or treated like this. I approached them and asked them why they were following me around aisle-to-aisle and making my shopping experience very uncomfortable. I’m a resident in Sutton and I will never come to visit this store again, I prefer to stick to Epsom or online from my home. Even the black manager needs intensive training. How awful.

One of the worst store in Sutton.Every Single Retails shop in UK who have Click and Collect services have specific Till or designated Site in the store just to collect items quickly and efficiently.this store also have specific site but they deny to serve it, asked me to que up with the customers in line who is waiting to pay, while i try to get clear answer another Staff from her till jump in between our conversation and saying yes que up. That kind of service they provide to Customers who wants to collect their order.

Called the pharmacy to make sure my prescription was in and was told that it had been in for 2 weeks despite no one contacting me. When I got to the pharmacy I was told that the prescription wasn’t in stock because of a fault with the manufacturer. No one had informed me of this fault in time to get this sorted myself, instead I was told that the medication had turned up. Horrendous service, especially from Carl who gave me the incorrect information to begin with.

Just a bunch of lazy and rude people working there. Shelves are constantly empty and if you ask them to check at the back they always say oh if it’s not out we don’t have it. I asked an employee to see if they had an item and he was extremely standoffish, it made me so uncomfortable. I worked in retail myself and I can clearly tell that they lie because they can’t be bothered to look. Honestly the customer service is appalling they should be ashamed

Like any branch, the products here are more expensive than rivals like Superdrug, other supermarkets and even pound shops. Boots also wiped out my entire savings of Advantage Card points for some stupid reason. They don't really value loyal customers that have been shopping with them for over a decade. Feel so cheated every time I pass their stores, having saved an incredible number of points but didn't get round to redeeming them for treats.

Really terrible customer service. There was a long queue this morning and only one cashier. I saw a member of staff who was doing nothing and asked him to come and help. He served one customer and then was off in a flash. Management, if you are reading these reviews please do something about improving the service. I now only go to the store when I absolutely have to do so now - and many others are avoiding it as well!

Plenty of new staff, not helpful at all, quite useless. Their doorman was extremely rude, basically breathing on my ears ( also burping like a pig) . During my visit, most customers were treated like thieves. I'll never go back again , no point to lose my temper for a neanderthalian-like porter. Pros. Nothing Negative. Everything ! Important: Highest prices in Sutton. People should avoid this filthy Boots shop.

Medium size boots store. Not a wide variety or sale items as the one in Croydon. If you can find staff to help, one or two are quite rude & a bit slow moving. Not very welcoming, if not quite sour faced or 'can't be bothered' staff. Quite dusty place and special items advertised as being on sale are usually not available....sold out or just not on the shelves? Easier to order on-line and just pickup in store.

Went into boots Sutton today only to be followed vigorously by the security guard made me feel very uneasy, I decided to ask why he was following me he then began to speak very loud stating he didn’t speak to me so why am I asking felt very embarrassing to be spoken to that way I then decided to just leave and I won’t be returning absolutely poor customer service skills

As I had use the service in previous years, I made an appointment to see an audiologist with the intention of having the wax accumulation in both ears cleared. However, when I got there I was told that they no longer provide a wax removal service and that I should try elsewhere. I wish this had been made clearer on the Boots website, before I made the appointment!

I generally have difficulty in finding what I need on the medicinal shelves and have to queue to ask where things are, which can take a long time while waiting for the queue of people purchasing medicines to go down - and as I have difficulty standing, I find that very hard - a wandering 'Can I Help You' store assistant in this area would be a real benefit to me.

Almost all prices are wrong in the food fridge, and when happen for the 10th time I took a picture to show at the person at the till given that I have the right to pay something at the price I see on the shelves. She did NOTHING, scanned the item and kept saying the higher price. Plus, there are always too many people at the till and the queue is far too long

I have been here multiple times. It's a very large boots that stock most products. But you customer service is horrible there is never anyone on the floor to ask. Your service is one of the worst I have experienced in all of the Boots stores. They also prepare your medication infront of a counter that anyone can see what a person is getting.

Not sure why but at 17:45 they shut the door and we're turning people away saying that pharmacy is closed and only shop is opened. You literally leave one side door open and have security tell everyone they can't get their prescriptions. What are people supposed to do when they rush after work and get here at quarter to 6?!

I attended an appointment at my surgery for diabetes Eye testing and the person who conducted the test recommend that i go to Boots to have my eyes tested the experience was good i explained why i am there and the person that dealt with me offered me an appointment that was convenient for me excellent service.

Always a fan of boots, their advantage card has to be one of, if not the best loyalty card schemes out there! This Boots in particular is a great size, the only things they are missing are more staff and some self checkouts! The opticians is a nice size and has a good range of glasses and friendly service.

I went there on Sunday 1 hour before close and blond lady has told me sorry all the photo machines are closed already. Not fair on customers! Very disappointed about the perfume prices as well. They high the price and pretend 20% off which in real is normal price. Not fair on people! Goodbye boots!!

My first visit here was not all that enjoyable as I had to look around a lot to find the right aisle for the product I was looking for and when I finally found the aisle, the product was not stocked. What was odd was seeing the security staff member follow me everywhere while I was inside the store.

Asked for a prescription. Said they didn't have it. Left me to wait for 30 minutes while they look for it upstairs. Told me they didn't have it. Thought Boots was a professional company that I could rely on. Sheer display of incompetence; a complete waste of my time. Never going there ever again.

I often forget to go into boots as supermarkets are so handy these days but I needed specialist items and I was surprised at how big boots Sutton is and the staff was super helpful to direct me directly to the products I needed. brilliant very well stocked massive range for makeup and nail items

Opticians staff are very rude to customers. I went to be served two member of staff talking to each other, and when asking them a question. They were very abrupt to me that I had stopped them talking to each other, and seemd they rather talk to their work colleges friends than serve customers

One of the lady in the perfume area was very rude I was looking some Christmas gifts ask for recommendation the lady was very rude and unhelpful at all the end I change my mind to buy it at other store, boots had lost a sales because of rude attitude service of staff and unwelcome customers.

Went to pick up a prescription today not ready. Told to call back later still not ready.. Was told they did not have time to do it. They only have to pick the boxes off the shelf. Not like the old days when the pharmacist dispensed the prescription. Absolute garbage of a Chemist's

Terrible visit with mum in a wheelchair. Queue into store was via steps. Once inside more steps to the Xmas gift section then back up steps to pay. Absolutely no help from staff with the wheelchair. Store covid plan has totally disregarded those with disabilities. Appalling.

Boots in Sutton Town Centre is located in the middle section opposite WH Smiths.  Shop our extensive range of health and beauty products from leading brands, fragrances for her and him, gift sets and much more. Boots also have a range of lunch offers available.

Have used other opticians in the past and this was the first time I've used Boots. What a contrast they were in being highly professional, timely and very knowledgeable. Staff really couldn't have been more helpful and I'd highly recommended anyone using them.

What is going on with boots in Sutton?? Long ques early on a Saturday morning with 1 person serving ,staff don't seem particularly helpful /friendly compared to year ago. I wanted perfume no one around to ask . Charging for paper bags Disappointing

I discovered boots 3years ago when I first came to England and thanks to that I still buy from them.But this location even if it's quite big you bearly find someone to ask for something and is also a bad organisation of the products.

It needs a refurb which is my only reason for knocking off a couple of stars. However the staff at this branch are FANTASTIC they work so hard. I work nearby and see them regularly. Lovely, genuine, hardworking, friendly people.

Well furnished Boots in the Sutton City Centre. They have a good range of products, pharmacy, several baby items like clothes and tosse, and there is the chance also to print your photos. Definitely a good shop for Sutton

Got advice from the pharmacy and where one of the few places I could actually get cold and flu tablets for the actual cold I have not one I might get well done boots. Panic buyers causing chaos only thinking of themselves

Just a big shout out to a girl named Summer. I'm not one for makeup. So I asked for advice. Summer was amazing advisor showed me some products that I purchased. And explained how to use them. Big thank you Summer. …

Went to Boots opticians today. Very thorough eye and contact lens check. Staff all polite and helpful. If you haven't done it recently get an eye test. My prescription needed an update! Recommend Boots for eye tests.

Great efficient customer service, friendly helpful staff, the queues were kept fairly short. Only trouble is the last couple of times prescriptions haven't been ready to be collected resulting in having to come back.

PHARMACISTS BNAR, MALA, GIFTIE, VERONICA, ANNA, CARL, ROBERT, DIPTHIE, ARE SIMPLY THE BEST. CARING, PROFESSIONAL, SUPPORTIVE, STAFF, FOR SOOOOOO LONG IN MY MEDICAL CONDITION. THEY ARE MY ROCK TO LIVE LIFE!!!!

I went into Boots with a very sore, swollen eye. I was given helpful advise on all the options of what I could buy that might help. Very friendly, felt confident that she knew what she was talking about.

Treated as a criminal. Accused of using fake money but said they can carry out any checks they wished as the money was 100% real. This company is trying to prevent people using cash. Avoid at all costs.

I was in some difficulty shopping due to a medical condition and was so very grateful for the completely unsolicited assistance I was given by members of staff particularly at the prescriptions counter.

I get followed every time I walk into the shop, the security guard is so annoying so I just left, can’t be dealing with 2 men following me and my friends around the shop, second we walk in there.

Needed Cloramphenicol for my eyes, First port of call, Saintsbury, no pharmacy Lloyd's shut up shop, 2nd had none, third one did £18, I declined, 3rd one had it £13. Went to Boots, Yes Sir £5.79

Could be a bit much good then it is . They don have anymore tester parfum for costumers only if you asa for it . That's not really nice . Cause you have to wait if you wanna try more parfumes

Boots is normally good, but not at lunchtime. At lunchtime all the floor shop staff disappear and there are huge queues at all the checkouts. Seems like management need to sort out the rota.

Typical Boots. Has a pharmacy and an opticians. With photo printing facilities as well. All staff really are nice and helpful. All on one floor. In the middle of Sutton pedestrian Broadway.

Just spent 15 minutes waiting to be served at the medicines desk. The women serving customers disappeared and we gave up. Pretty dismal service for a multi billion pound company..

The security guy on the door was quite rude and dismissive today. If you don't have patience fir people asking questions, then you don't have to work with people's settings.

I went in to use the pharmacy - very knowledgeable and friendly staff and were able to answer my questions and asking follow ups to make sure to get the best result.

I'm very disappointed with boots I will not be using again ordered contact lenses and waited 3 week plus still no phone call I will use other company in the further

Good, but I'm always waiting on long ques because there is one person serving customers on the tills, and the rest of them walking around and doing nothing …

Nice clean store quite big. Like any boots higher in prices then most of it's competitors. Staff pleasant rarely go in there unless something specific needed.

Not only are the prices rather high compared to a lot of the competition, but it's sometimes impossible to find a member of staff to help you locate something

Great big boots stores, has everything you need and also not cramped. It could do with some modernising as looking abit gloomy. But a very handy shop to have

Worst security guard ever! Sutton High Street branch train your guard with professionalism and respect when approching customers. It drags your name with it.

Very rude and unhelpful staff. They refused to offer me student discount when I showed my advantage card and valid student ID. Absolutely disgraceful.

No one could help with my inquiries lady who I was told could help after waiting around for 15 minutes would not be in till Friday very disappointed

Yvonne served me today she was so helpful and friendly which made my shopping experience a pleasurable experience. Thank you Yvonne. Barry Gore.

I mean it's boots, it does everything almost as good as someone else. Still a solid establishment for having everything you need in that sense.

Went to Boots to buy some health goods in store which was very easy taking advantage of special offers and Advantage Card bonuses.

I have always loved boots I just hope it will remain a high street store and not disappear like a lot of our much loved outlets

Good service but maybe if they turned the thermostat down, they could reduce prices a bit too. Better for the environment too.

Always my favourite shop every time I ask help they go out of the way to give it to you I thank the staff specially thank you

Went for an eye test. Great People to trust with your eyes and health. Very satisfied with the test and care by all staff.

Great place for spectacles, although they stopped doing the ones that I wanted so I have to find them elsewhere this time.

Very good choice of Cosmetics also,should you need any help and advice for medical ailments, the staff are most helpful.

The ladies in the lunch area always make sure you get what you need to qualify for the lunch deal. So friendly too!

I would like to thank Margaret for her helpfulness and courtesy and for dealing with my problem so efficiently .

Waiting 35min to get a prescription( which was not even ready) and only 1 person serving.Long queues.Ridiculous

Like Boots. Great for make up, toiletries and medicines. The advantage card loyalty card is quite generous too.

Fantastic local Boots and Boots Opticians in the High Street of Sutton. Very professional and personal service

Good distancing, queues moving quickly despite numbers waiting to pay. Felt comfortable and safe in the shop.

Very good plenty to choose from. Very convenient for the last minute shopping before taking off to a journey.

Boots is one of my favourite shop in the high street. Great points when you purchase goods from them.

Easy to get the product I needed, straight in and out. Quick service as well. Had items in stock.

Seema run down from its hey days like 5 to 6 Yrs back. Feels very pared down but still functional

Boots as usual can get what you want :)and a little bit more as we have nice big Boots at Sutton

Large Boots. It's fine. Used the opticians. Did not push glasses where not needed. Very pleased.

Some of the checkout staff need training on customer service there manners are shockingly rude.

Boots could improve by offering self-checkout facility for faster and more convenient service.

Picked up my new glassesa and from start to finish the staff were clean tidy and professional

Excellent staff; every time! Everyone is super helpful and make the experience worth while.

Have sent customer review on line. All well from booking test to collecting new glasses.

Very rude staff that us if you manage to find someone to help you in the first place.

Excellent staff Well stocked shelves A great place for many services under one roof

Your Perfume girl Madalina is just amazing!!! Customer service at it's best! …

Always a friendly greeting from staff if help needed. Pharmacy queueing too long.

Visited the optition for my son, he loves his glasses and the staff were friendly

Good branch, have most of the things we expect from Boots including print photos

Not the store's fault but can the people working in the pharmacy be any slower??

Helpful friendly staff who we're informative. Thank you for your service …

Well stocked and laid out. Helpful staff. But reading glasses range very poor.

Quiet at time of visit. Able to safely distance and shop whilst keeping safe.

Tina was so lovely and hyper! Treated me like an old friend!! Love you Tina.

Staff told a dad to ask his child to behave. Socially responsible. Big store