bootscontactlensrewardscheme.com Reviews 

I’ve been on the contact lens reward scheme for over 20 years and have been so disappointed with the service received recently due to their IT software change.

I’ve been waiting a month for my contact lens delivery, with no reassurance or update when they should arrive. My case was escalated to the complaints team two weeks ago but I’ve still not heard a word, despite continuing to pay my monthly direct debit! I’ve had to arrange trial lenses to collect with my local opticians as well as ordering them elsewhere online so I am out of pocket having had to pay twice. You need to start responding to your customers Boots! So disappointing when you’ve paid for a service. I will sadly be looking to move opticians because of this once my delivery has been sorted.

Since having a contact lenses checkup in October 2024, where I was advised to check my prescription strength and therefore make of lenses, I have since only received one delivery in November which were for my old prescription.
I have been a customer for over 20 years and always received my daily lenses delivered by post each month.
Numerous visits to store and phone calls occasionally mean trial lenses are provided, yet the issue still persists and the excuses from store have worn thin, I am paying for a service every month but receiving nothing!

Essentially I went for a contact lenses check up, my prescription changed and although I had contact lenses sent (and received) AFTER appointment, I received the incorrect prescription.

What I've done since:
8/2 - contact lens check
12/2 - notification of lenses posted from contact lense reward scheme
14/2 - lenses received & I emailed to highlight wrong prescriptions
19/2 - response to email for more details. I replied same day
20/2 - email response from books asked me to check with store to check prescription details and said these would be sent as compensation once confirmed
[Abroad 20-23rd]
25/2 - Called store who confirmed details and that these were updated on the system on the day. Responded to Boots email to say I got the prescription wrong but store confirmed details and I supplied these
28/2 - Email received from boots to say store could get me an additional lenses sent? Responded same day to say I was not requesting these just the correct prescription 
01/03 - Called boots contact lenses who said they couldn't send replacement and that I'd need to reply to email.l because that's the 'back end' (?) Said to go into store so they can check and contact on my behalf and get the updated lenses sent and to check the ones I have been sent are suitable to return. The store was a 25min drive away and I could not pop there, nor should I have to put myself out when I am not at fault.
03/03 - Emailed again to lay out this timeframe and suggestions for resolution, as below

The paperwork with my contact lenses doesn't even include my contact lens reward scheme number so the change to an A4 of piece of paper from an A5 and with less information seems like a fruitless change. It looks like the order date is stated as 30.01.2025 and delivery date 11.02.2025. I would suggest internal processes are reviewed if prescriptions are not double checked prior to delivering contact lenses when there's over a week between ordering and sending out shipments too.

Furthermore, I today signed up for the new portal to see if there was a different way I could contact the team and although it appears I successfully signed up (email received) when I log in it just keeps refreshing to the log in page. If I click that I need to reset password it says I am not registered and if I click to register it says I am already registered.

I've been with the scheme for years and literally had no problems until now. I have not heard back from anyone since Friday (28/02) and yet have emailed again on 01/03 and 04/03 to try and get some traction. Would definitely no longer recommend and once solved I will be opting out of the service because it's not like they're offering the cheapest contact lenses around but regardless I would rather pay a bit more and get some good customer service

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.