Boots Kitchen Appliances Reviews 360

Just spoke with Omar, he was amazing, listened to me and explained everything - so good that I will be ordering again - such an asset to the company!!

Called the morning of the delivery to advise it wasn't going to happen. Not happy. I've taken off doors, moved furniture and lost a day's work to be ready for something that was never in stock and was never going to be delivered on my chosen delivery date. Total BS fob off from their customer service.

Hotpoint HPKS 1262 B4UK Integrated 50/50 Fridge Freezer - White

Not as advertised, I was expecting a white Fridge Freezer, but what I got is something out of the 70s. It is half white and half silver, never seen anything like it..... 100% not happy. Not only that, the unit if flimsy and the door suction is awful.

Exceptional service free collection on my old appliance, fast delivery time and excellent customer service.

I will without doubt be using them again.

Thank you

Ordered a tumble dryer from Boots Kitchen Appliances then decided to read the reviews and instantly regretted ordering from this company. However I can say that the service I received was excellent from the first call confirming the delivery date to a text message with a time slot to the driver phoning with an ETA to then calling when 10 minutes away. The delivery men couldn't have been any nicer they were lovely and took our old dryer away free of charge. Would gladly use this company again.

In truth no stars as the dryer wasn’t delivered. I will have wasted £60 for failed deliveries. Crazy. My deceased parents’ flat is now a rental with workmen repainting. They and the letting agents have keys. In advance of the second attempt I therefore asked Boots to make sure my dryer was delivered between 9:30am and 4:30pm. So they subsequently texted me saying they will deliver between 2:29pm and 6:29pm. Go figure! My workmen were willing g to stay on an extra 2 hours but at 6:28pm a sheepish-sounding driver says he had another 2 deliveries. Boots called and admitted they could have offered me a fixed time delivery slot but didn’t. Notwithstanding they I insisted on
another £30 for a third attempt. What I am going to do is let my decorators / handymen pick up a new dryer for me, deliver it, plumb it and take away the old one. It will cost far less than what I paid Boots. I have spent so long on the phone with those nincompoops. What a waste of time. Do NOT use them!

We needed a new washer and have always used Boots Kitchen Appliances/AO as the product selection is generally good, the prices are competitive and the service usually outstanding, but not on this occasion.
We opted for the removal and installation service as I did not have the time to do it myself due to going on holiday the next day.
The appliance was delivered and installed in a timely manner and we went on holiday, only to return to water oozing through the laminate flooring when we returned. On investigation it was due to the cold water connection not fitted correctly. I approached AO about the damage to the flooring who asked for full details , pictures etc which was submitted for their investigation in to the matter. Not surprisingly the claim was rejected for a number of reasons, one being a plumber( unneeded additional cost) did not attend the leak, it was just not tight enough by their installation team on the day, amongst others. Its strange that since my initial investigation into the cause of the water under my laminate flooring, and me reconnecting the water supply myself it has been totally fine. Sadly AO have fell way below the level of service expected and its more a case of AO - oh no. Never again.

I ordered a dishwasher and opted for disconnection of the old appliance, connection of the new and disposal of the old, adding £65 to the £349 price of the item. When I received email confirmation, I found I was also charged £30 delivery cost. I did not see this charge specified online. If it was there, it was discreetly placed and in a small font. Almost £100 on top of the retail price is verging on exploitative.

I ordered a washing machine from Boots Appliances after being let down badly by another company. The service from the AO team was excellent. A two man delivery team arrived and willingly took the machine to the third floor, disconnected the old washing machine and despite the difficult positioning of the water pipes, persevered and successfully connected the new washing machine without incident.
The delivery team were really polite and helpful.

I ordered a washer dryer- always an issue as I live in a modern 2nd floor apartment - no lift. Most other companies um and ah about delivering …. Boots appliances is automatic 2 man delivery, can pick delivery day, I opted for reasonably priced disconnect, take away, and unpack and install new one. The drivers kept me informed of arrival, they (was AO who delivered) unpacked it downstairs, carried up, disconnected and took down old one, and installed and test washed new one, very quickly. So thrilled with the whole experience. And my new graphite Hisense washer dryer is So much better and more efficient than my old Hotpoint one.

I had a Smeg Fridge Freezer delivered on time this morning. It was pretty large, and the AO guys realised that it was touch and go whether it would get through my front door (I have a small cottage), however with a lot of ingenuity they got it in.
They weren't meant to, but they unpacked it, which gave it just enough clearance. Both guys were fabulous. What was meant to be a quick 5 minutes turned into a bit of a marathon, but they were determined to persevere. They took away the packaging plus my old appliance for recycling and tidied up the mess, all with good grace and humour.
I'm loving my Smeg. Thank you, Boys. I didn't get your names, but I'd recommend you 100%
Also, the guy from Boots who rang me shortly afterwards to take me through warranty and insurance was friendly and funny,sounded just like Craig Cash (Dave Best from the Royle Family) and really made my day!

It seems to me that Boots Kitchen Appliances is actually run by AO.com, for the purchase of my fridge freezer at least. (So it's interesting that Boots has a low Trust Pilot score and and AO.com has an excellent one). Anyway I was very impressed with customer service regarding my issues.  We had 2 failed deliveries of a fridge freezer. These weren't Boots / AO's fault (first time, tenant fell asleep and didn't hear buzzer; second time, cabinet alterations needed to fit fridge freezer in) - but I've been given a full refund even though delivery drivers attended twice and took faulty fridge freezer away. Thank you!

A very loose interpretation of the Consumer Rights Act 2015. Forcing me and the manufacturer, time and expense to investigate a problem with my Apple AirPods (reported in detail to Boots Kitchen Appliances over the course of the first week of ownership). Apple (with whom I had no contract), resolved, with a remarkable turnaround time of just three days (that is sending me a prepaid return box, dealing with the technical issue and returning the product to me). Like many others I won’t be a repeat customer of Boots Kitchen Appliances.

Edited review: after the issues below, Boots’ customer care, along with AO and then Bosch, did sort everything quite soon and were very keen to make things right. Even got a little compensation. Very good after all, on this front.

Easy to order, not so easy on delivery day!
The phone team are great (including on the delivery day) but the delivery company they use are not. Given a delivery slot 4 hours, but no update available during that time to give me any indication of arrival. Eventually once the end of my time slot had passed, I had to phone Boots to contact the drivers for me. Turned out it was going to be delivered 1.5 hours after my 4 hour slot. Had I known this I could have actually got a few things done that day instead of staying in waiting. They could have easily texted or called to say they were going to be late as it must have been clear hours before. To add to this, the drivers couldn’t install the appliance so I had to request refund for that service. And finally my appliance is faulty (one of the parts has been installed wonky and can’t be rectified.

Awful, had a new kitchen fitted, ordered a built in hob from what I thought was a reputable company, hob arrived on the 4th but not fitted by the workman until the 13th, (new kitchens take around 10days) and that’s when I noticed the brand new item had stains that looked like rust and the fonts on the dials looked worn out, item looked used, sent plenty photos to Boots ao, and they agreed that condition was not good, they also wasted my time for days with back and fourth emails! Only to then tell me to call the manufacturer, to which I did, but was told they did not deal with these kind of damages, and ao should solve this problem, specially as the item was brand new and only just bought! Terrible experience. I asked for some kind of compensation in the end as it was a built in Hob and they replied I am not untitled to any as it was out of the 7days!!!! Awful experience and I use ao very often, but I will never use them again!

Bought a fridge couple of years back!!working awesome!!

I've ordered a few appliances from Boots over the years and generally the service is quite good and it's great you get advantage card points, but each time there is always some sort of problem with the attitude of the delivery staff. They are obviously on targets and have low morale and will therefore go out of their way to try and avoid delivering. I had my first delivery yesterday (Sunday) and had a problem with needing to take a door off. I accept that's my problem, but he wouldn't disconnect / remove the existing machine and was making up problems saying i would need a plumber... then confessed i didn't need a plumber but just to disconnect the water, which would be no issue. And after all i am paying extra for that service.

The next day I arranged another delivery and had to leave a key with my neighbour and they couldn't seem to open the door even though it's the correct key. They wouldn't wait for my friend who was two minutes away and the customer service team wouldn't let me break off to call her and instead went through ten min call answering security questions when i could have resolved in two minutes. This caused me a great deal of unnecessary stress and charged me £20 extra. I will never ever buy from Boots again and advise anyone else to avoid too unless they employ delivery staff with a bit of basic intelligence / courtesy / can do attitude.

6 month old fridge freezer breaks down, 2 weeks later still being messed around. Customer service just want pass you on to manufacturers. That's not the way its supposed to work! Will never use them again. Beko finally agreed to a replacement but I repeat, I should have only been dealing with with BKS. Not having "conference calls" with people I South Africa who kept telling me porkies until they realised that I was more than up on my consumer law/rights!

I would like to give a shout out to Billy Thompson from Boots Kitchen Appliances customer services.

Billy has exceeded my expectations in terms of competence and what customer service should do.

From the outset, he was extremely friendly and made me at ease. We reached problems of no stock availability for items that I wanted to price match, but he was always trying to look for solutions. Moreover he was extremely patient when I eventually was able to proceed with ordering the item online (for some reason I could check out even though the product was unavailable) and he advised the price match could be done after the order was made.

Billy is a true exemplar of excellent customer service and he deserves to be recognised in your company - more people should follow his pleasant attitude and keenness to work with customers.

I enquired Billy how his bonuses work and he explained to me it's about the number of customers he is able to help. Unfortunately my call was rather long (for the right reasons) and I feel this may disadvantage his KPI as statistically he was only able to help one customer (myself only) in a lengthy space of time. I believe the quality of feedback should be reflected and I certainly would like him recognised for this. It should also be about quality and not just quantity.

Although my conversation was much shorter, Nicola who did the physical partial refund for the price match was also very kind and patient.

My wife and I ordered an LG 48 inch 4k TV (very competitively priced) which was delivered within 3 days during a time slot of our choice. We were kept well informed of delivery schedule both by text and phone call.
Half an hour before the TV was delivered I noticed on the website that the price had dropped by £120. I phoned (and got through within a few seconds) and was immediately offered a £120 refund.
I've been very impressed with Boots Kitchen Appliances. I initially had reservations ordering from them because the overall rating on Trustpilot is low, but I suspect this may be due to customers being more inclined to post a negative review if they're dissatisfied, than to post a positive one if they're satisfied.
My own experience is that they have been excellent.