Boots

Boots Customer Care
PO Box 5300
Nottingham
NG90 1AA

9^th December 2009

Dear Sirs,

Complaining isn’t in my nature, however the fantastic 3 for 2 offer that is nationally famous over the Christmas period led to my three worst experiences of the entire year.

I’m not going to say that it was all entirely your fault, I have to accept some responsibility for the conclusions, but if it wasn’t for Boots luring into your store with this fantastic offer I am sure I wouldn’t have been arrested, ejected and my grandmother wouldn’t be in hospital.

I had been Christmas shopping with a colleague and good friend and had stopped for a few pints between shops (about 5 bars in all) when we decided Boots was the perfect place to buy those gifts we required. It was also my step father’s birthday so I had many presents to buy.

We went, were served well by your wonderful staff and had an enjoyable experience in one of your many shops.

I purchased a gift set of three miniature whiskeys with a whiskey glass in it for my step father’s birthday and a bird clock which tweets different bird noises on each hour depending on the time of course.

Luckily my friend Katie bought a Christmas gift of what I can only describe as a tiny battery operated set of kettle drums. You know the ones, them you expect to be played in the Caribbean at a carnival or wedding. They sounded very realistic and looked like great fun.

So by combining the gifts, the novelty kettle drums ended up being free for my friend so we were incredibly pleased. Oh and before I forget, I also bought a new firm toothbrush for my plaque problem. Shopping over we left the store incredibly happy and decided to celebrate by going to another bar for a drink or two. Then things started to go wrong!

O.k. I accept that the kettle drums are a novelty item but on the train on our way home they became entertainment.  However, our entertainment didn’t seem to be entertainment for everyone on the train as someone made a complaint to the ticket master who asked us to stop kettling, or stop that racket as I seem to recall him yelling. Due to the addictiveness of your product I couldn’t resist the urge to keep picking them up and we were eventually forcedly evicted from the train, three stops short of our final destination in what I can only describe as farm country.

Stuck there with no money left and getting separated from my friend Katie (from what I remember), I then recall being stood in a field with bags of shopping and a useless return train ticket. It soon got cold and I decided to look at the whiskey gift set in more detail. After too much detail I found myself with three empty bottles, an empty glass and lots of unnecessary packaging.

So the gift had disappeared and the kettledrums hadn’t done me any favours. Walking into the first place of comfort I could find which wasn’t a stable or a barn, I found myself in the Fighting Cock, which is ironically just how I would describe the landlord after another hour in his company.  He didn’t take too kindly to me which I can only put down to the boots logo on my carrier bag and he must have been anti Boots for some reason.

After a light hearted brawl with the landlord I was arrested and taken to the police station. So just to reiterate, I have been arrested and evicted from a train due to your products, oh...and lost my friend.

Upon my release in the morning I give an apologetic phone call to my step father for missing his birthday, getting arrested and drinking his Boots whisky.  After eating and showering I go and gift my grandmother with the bird clock which I thought might brighten her days.  I later find out that on the turn of the barn owl it gave a deafening Twittawoo which the doctor said could have been the cause of her heart attack!!

So three presents from Boots, all leading to three terrible experiences. I’m tempted to shop elsewhere next year and just buy two presents and not bother with getting a third one free as I found it nothing but trouble.

Oh I almost forgot the firm toothbrush you sold me! I used it in my police cell as they mustn’t have seen me as a searchable threat and just put my actions fault down to Boots as I did. I had the brush in my lower trouser leg pocket and had a good pasteless brush that night only to wake in the morning with a tooth rattling around my mouth which your firm toothbrush had obviously dislodged.

I don’t like to point the blame but your whiskey, kettledrums, bird clock and toothbrush caused grandmother,  step father, my friend and me a great deal of sadness.  I should point out that grandmother is recovering well in hospital where it turned out that she needed a kidney stone removing so they decided to kill two birds with one stone (no pun intended).  I did find my friend a few days later but she refuses to talk to me anymore as she believes I played the kettle drums too loudly and deserved what I got. I personally blame Boots for not setting a lower volume control.

I would like you to take responsibility towards these problems and consider withdrawing the earlier mentioned products from sale so as not to cause harm to others.  I have always been a huge fan and spender in Boots and hope you show me the courtesy I deserve by sending me a constructive reply and accepting responsibility for my very bad day.

I look forward to your reply with huge anticipation as I haven’t received any letters for close to a month now.

Have a Booty Christmas and a happy new year.

 

Yours faithfully,

 

Mr Daniel Holdsworth

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From:

boots.customercare_team@boots.co.uk

Sent:

09 December 2009 09:29:29

I'm afraid we failed to receive your complete message due to a system error. I would like to assure you that we are taking steps to prevent this from happening in the future.

If you could re-send your email to me at btc******desk_team@boots.co.uk, quoting the above number, I will ensure you receive a speedy reply.

I'm very sorry for the obvious inconvenience you have been caused as a result of this.

Kind regards

Michelle Johnson


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From:	Daniel Holdsworth (danielholdsworth33@hotmail.co.uk)
Sent:	09 December 2009 09:43:03

Dear Michelle,
 
I'm incredibly sorry to hear about your systems error.  I have a system which I stick to every morning which involves putting the toaster on before the kettle. This enables me to have the coffee ready and the butter and plate ready just in time for the toaster to pop which ensures I can put the butter on the toast immediately so that the butter melts thoroughly. I don't enjoy unmelted butter.
 
This morning there was no bread in the bread bin and so my whole system turned into one huge error. I just thought I would share that with you so that you realise you are not alone in having system errors and I know how annoying they can be.
 
Here is an attachment of my full complaint for you to investigate for me.
 
Thank you for replying so swiftly and I look forward to your reply.
 
Daniel Holdsworth.
 
P.s. I ended up having a museli bar instead of toast so there is always a solution to your problem if it's of any comfort.


                                                             *********************************

From:

boots.customercare_team@boots.co.uk

Sent:

09 December 2009 09:59:56

Dear Mr Holdsworth,

Thank you very much for replying to my previous email. Unfortunately we cannot open the attachment you have provided.
Please resend in a different format such as a Word document or in the body of an email.

Once again I apologise for this continued delay in actioning your complaint. I will ensure that as soon as I receive your email it is passed to the relevant person immediately.

Kind Regards,

Michelle Johnson


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From: danielholdsworth33@hotmail.co.uk
To: boots.customercare_team@boots.co.uk
Subject: RE: Boots Customer Care 6108960
Date: Wed, 9 Dec 2009 10:13:16 +0000



* * Original email attached here* *


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From:	Daniel Holdsworth (danielholdsworth33@hotmail.co.uk)
Sent:	09 December 2009 15:47:44
To:	boots.customercare_team@boots.co.uk

Dear Michelle.
 
Thank you for everything you have done so speedily before the time of 11am, however I regret to think you have passed my problems to the wrog person as they have not replied yet and the time is now 3:23pm. Allowing for lunch periods and the time it took you to take my complaint to the person you had in mind, I still believe that gives that such person a good four hours to investigate and reply to me. I hope you are well by the way Michelle. Have you plans this Christmas? I'm going to camp on the tallest hill in England on Christmas day on my own. I'm really looking forward to it.
 
Would you mind going back to that man or woman you passed my concerns on to and asking why they havent replied? Or ask your supervisor to call me so I can tell them you are very good at your job and that person in that other booth you passed me on to is really quite rubbish?
 
I shall remain here waiting, untill Coronation Street comes on, however, if its not a very good episode I shall stay here as its just not as good as it used to be when Jack Duckworth and Bet Lynch were in it.
 
Thank you Michelle.
 
Daniel Holdsworth


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