Boots Hearingcare - Pontprennau Anmeldelser 

Lack of communication and competence from Boots Hearingcare.

My order should have arrived in 1 to 2 weeks from the date of my appointment on 2nd February. I chased four times on week 3 & 4 for an update. This included two phone calls and one email to the Customer Care Team, in which I never received a response/ follow-up. And a visit to the centre, in which they were unable to advise where my order was.

I contacted the Customer Care Team twice on 3rd March and was informed by the same advisor:
1) To contact another company (ACS) for a refund, to which I was met with a very confused and somewhat unhelpful individual, who advised that they did not have my order and as they had not taken payment from myself, could not issue a refund.
2) That I could book in for another impression – which isn’t an option considering the lack of communication and competence from Boots Hearingcare!
3) That Cyncoed Medical Centre had in fact raised a ticket yesterday for a refund to be issued however, no one from Boots Hearingcare had made contact to inform me that my order had essentially been cancelled and that a refund was on its way!
4) That Cyncoed Medical Centre were investigating the missing order with the courier.
5) That I could contract the courier company myself to chase my missing order, in which they would provide me the contact details for.

I sent a letter of complaint via email the same day (3rd March). I spoke to the Customer Care team on 8th March and was advised that they had only received the batch of complaints for the 2nd March, and anticipated that mine would be in the following batched received the following day (9th March).

I was also advised during this call, that the refund that had been requested by the Cyncoed branch on 2nd March had not been processed correctly therefore, this had to be re-done whilst I was on the call, meaning the wait 7 - 10 working days to receive my money was postponed by another 5 days due to the incompetence.

Excellent care, clear explanations and very informative.

I was disappointed with the poor improvement in my hearing. Then on a follow up visit inexplicably both hearing aids failed to reset and I am waiting for replacements. The lady did try her best but honestly, I am not happy.