Boots Kitchen Appliances Reviews 354

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.

I purchased a fridge freezer from here believing I was ordering from Boots - a brand I know and trust. My old appliance was taken away yet when I opened the new one I found the back of it severely dented and scratches in the glass shelving. I had clearly received either a returned one or factory second. Imagine my surprise when u rang the helpline to find I was actually dealing with AO - a company I had never heard of and certainly would never have ordered from. I was told that someone would call me back. I explained I had an appointment at 3.30pm and was assured it would be before then. I actually received the call at 4.30pm when I was at my appointment and unable to answer. I am now trying to get through to the number they left but have been on hold for over 30 mins. In the meantime I have no fridge freeze. AVOID AVOID AVOID

This is a warning to anyone considering buying from AO.com, CDA, or Boots Kitchen Appliances—especially AO.com. I will never give these companies another penny of my money, and I strongly urge you to think twice before you do.
I purchased a CDA wine cooler, the so-called "Nancy" freestanding cooler, from the Boots Kitchen Appliances website after trusting a glowing review on Which. Little did I know, AO.com actually handles the orders for Boots, so my contract is with them. From the moment I unpacked the cooler, it was a disaster. I followed the instructions to the letter, waiting the required 24 hours before plugging it in. As soon as I did, I noticed two glaring problems:
1. The interior light didn’t work.
2. The compressor was obnoxiously loud.
This cooler is clearly defective—a cheap, poorly made piece of junk. I immediately contacted AO.com to explain the issues and make it clear: I want my money back. I do not want a repair. I do not want a replacement. This is a defective product, and I have no faith in its quality.
But instead of resolving the problem, AO.com stonewalled me. They outright refused to issue a refund unless I agreed to have CDA send out an engineer to inspect it first. Let me repeat: They want me to wait for an engineer to come and "fix" a brand-new product that never worked properly in the first place. I don't want it fixed—I want it gone!
And here’s where things got even worse. They informed me that if the engineer determined it could be repaired, I’d be stuck with this lemon. So, within 48 hours of buying this garbage, I was forced to choose between throwing away over £100 or rearranging my entire life to wait for an engineer who may or may not even show up. That’s not to mention losing income from taking time off work for this pointless charade.
When I expressed my frustration, the customer service representative from AO.com smugly told me, “You should have read the small print.” Excuse me? Who reads every single line of fine print when making a purchase? But you know what? Here’s some big print for everyone to read: DO NOT BUY FROM AO.COM. If something goes wrong, you’ll be trapped in a nightmare of wasted time, lost money, and zero accountability from this company.
This entire experience has been an exercise in frustration and betrayal. The product was defective, the service was insulting, and the policies are downright exploitative. Avoid AO.com, CDA, and Boots Kitchen Appliances at all costs. You’ll regret it if you don’t.

I ordered a Candy dryer and washer July 2024 via Boots Appliances form AO, the washing machine leaked straight away, an engineer's visit confirmed it had a hole. I was offered a replacement, I wasn't keen to have the same make but as AO would not take the dryer back(I wanted my dryer and washer to match) I agreed to have the same make replacement. The 2nd machine also was faulty confirmed again by an engineer as having a hole in the drum. Today 2nd November 2024, I took delivery of a 3rd Candy ( a different model) Washing machine replacement and it is also leaking. The AO delivery guys were amazing who came back to check and confirmed that this time the door is leaking water.
They spoke to the depot who offered to take the machine back but asked me to call customer services to arrange the dryer also to be returned. (bearing in mind that I haven't been able to use the dryer because I cannot do my washing). I have now been told that they may consider taking the dryer back but may not refund me fully, because its been so long since my order. No mention that they are sorry that I have not been able to wash clothes at home.
I have spend 6 days waiting at home for delivery, collection, engineers, I have made several phone calls, all taking ages whilst they decide what can be done. I would give my delivery guys top marks and customer services being helpful but only after I insisted that I did not want an engineer from the manufactures again to confirm the obvious fault in machine. I have been on the phone holding for 32 minutes and counting. I have just been told they will not take the dryer back, since its out of time even though I cannot and have not used it due to the washing machines not working.
I have no idea what to do now, totally frustrated and disappointed.

I recently purchased an under counter fridge which was delivered to a third floor flat... only to find it was the wrong design and not possible to fit. The delivery team advised me what unit I need to purchase instead, which I did over the phone easily. The swap was made, I was refunded the difference in cost of the units... and the company didn't even charge me for the delivery of the wrong unit (which would have been perfectly reasonable given it was my error). A surprisingly great customer experience! I've used this company many times now to order white goods and won't go anywhere else.

Totally recommend boots kitchen appliances, have used them several times now and will continue to do so every time!
Customer service is fantastic, delivery is much cheaper than on AO site itself and other competitors. Very informative about delivery times, drivers give you a slot as early as they can. Every time I've had a question you get a quick response over email or phone. I had an issue once and Boots went above and beyond to allow us to get a replacement dishwasher much faster because we have a baby. Highly recommend. Great prices, service and products. And you get mega points on your boots card for makeup!!! ;-)

Purchased CDA ECH63SS chimney cooker extractor to replace prior model from Boots /AO It is absolutely dreadful. The extraction hose is cheap and flimsy. The chimney will not sit smoothly onto the unit as there is no lip to seat it and hold it in place . Unless your walls are perfectly straight and smooth it leaves a gap. It is horrendously noisy even on the lowest setting it sounds like a jet engine. If I had not thrown away the packaging it would have been returned. PLEASE DO NOT BUY. 30

Was very pleased with the appliance. Delivery arrived late but that was the couriers fault more than Boots. Would have been 5 star if it wasnt for the mess up with the delivery.