bootscontactlensrewardscheme.com Reviews 

Shocking service since the move to new system with Adaro. I have been part of the scheme for over 15 years but no more. Impossible to speak to a competent customer service person regarding being overcharged via direct debit some months, then debits cancelled so account now totally confused. Both customer service team and myself are bamboozled. Never again Boots. That’s it for me.

Terrible service, for the second time in a row my lenses have not arrived. I spoke to an ineffective customer service rep two days ago who said they hadn't even been dispatched yet, despite the fact they are already overdue. This system used to work so well but apparently they have switched to another company who clearly don't know what they are doing. I will be leaving this scheme and going elsewhere, which is a shame as I have been with them for ten plus years. But as I am paying for a service that they clearly can't deliver, I won't use them again. Unacceptable.

This scheme was ok until Jan 25 and since then it has become unreliable and not fit for purpose. Lenses are sent out late or not at all and you cannot contact them to get problems resolved. Log in problems are not addressed and complaints process is deliberately obtuse so you never get a satisfactory apology or remedy.

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!!!