July 2025 by reodent_ pro547
Disappointed with Superdrug Staff Service and Handling of My Concern
I recently had a very disappointing experience at a Superdrug store that has left me feeling extremely upset and disrespected as a customer.
I purchased three lip pencils?two were sealed, and one was already open. As there were no more sealed options in that particular shade, I bought the open one as well. Immediately after purchase, I asked the staff if I could return it, explaining it was already open on the shelf. The staff member told me no, as it?s against store policy to return opened items. Although I didn?t agree, I respected the policy.
Later, at home, I realised that the two sealed pencils did not match the tester shades I had checked in-store. I returned to the store to clarify, and saw that the testers and the products had different numbers. When I asked the staff, I was told those numbers were batch codes, not shade codes, and that the shades were the same. That was fine, but when she began mixing my sealed pencils with the open testers, I asked her not to?my intention was to keep my sealed items separate.
Then things became very frustrating. After confirming the shades matched, the staff tried to hand me open lip pencils instead of returning my sealed ones. When I said these weren?t mine, she insisted I had opened them myself. I firmly explained they were sealed when I brought them back. She said she would check the CCTV. After 10 minutes, she came back and said there was ?no evidence,? but still claimed the opened pencils were mine.
To make matters worse, another staff member who had served me previously joined in and backed the claim, saying I had tried to return an open item before. I felt completely dismissed and unfairly accused?there was no willingness to understand or fairly investigate my side of the situation.
I understand store policies and don?t expect exceptions, but I do expect basic respect, honesty, and fairness?values most British customers appreciate and which reputable retailers normally uphold. Unfortunately, I did not experience those values here. I was treated with suspicion, not listened to, and made to feel like I was in the wrong for raising a genuine concern.
Very disappointing service overall. Not recommended for anyone who values respectful and fair customer treatment.
June 2025 by dominic garvin
Bramhall is a village but this shop is enormous ! There were 7 or 8 types of grenade energy bars compared to 3 or 4 at the last two boots stores I have visited. Supedrug has good prices and an interesting offering.
April 2025 by Andrea Sheridan
Brilliant shop, always have good deals on and excellent service from staff too.
March 2025 by House Spa
Excellent customer service, thank you super drug
February 2025 by Mark Carruthers
Misleading prices and bad customer service. Won't be returning
June 2024 by Mrs Nightingale
I have shopped and had my eyebrows shaped at Superdrug for years without issue. Today I enquired about eyebrow shaping from the beautician. While the beautician was responding the security guard ran over asking was everything okay in a very intimidating manner. She said I shouldn?t talk to the beautician while she has a customer with her. I was taken aback and said all the beautician had to do was say please wait and I?ll talk to you when I?ve finished. The female security guard continued to speak to me aggressively. I left Superdrug and went to Benefit in John Lewis. Benefit staff were friendly and professional and said they get all their business from customers talking to them while working. That?s why they are out on the shop floor. I received great service from Benefit and will never return to Superdrug.
August 2023 by Mary Taasob
Today I had a regrettable experience with the customer service and I feel compelled to share my dissatisfaction with the level of service received. Unfortunately, I encountered a poor attitude from the staff.From the start of my interaction, it was evident that the customer service staff lacked the necessary professionalism and empathy. Their tone was dismissive and condescending, making me feel unheard and unvalued as a customer.This left me feeling frustrated and abandoned as a customer.I had to report this behaviour to the management to prevent this in future .Customer service is a crucial aspect of any business, as it represents the face of the company to its customers. It is disheartening to experience such poor service and witness the absence of any initiative to rectify the situation.As a result of this unpleasant encounter, I am left with no choice but to reevaluate my patronage towards . Any company's reputation is built on the quality of its services, which includes customer service. Regrettably, in this case, has failed to meet even the most basic standards.I hope that by sharing my experience, realizes the importance of improving their customer service department. Addressing the issue promptly, holding the representatives accountable, and taking necessary corrective action will be essential in regaining the trust of customers.
August 2023 by Lesley Wright
Went in today lady rude and unhelpful on serving me. Very reluctant to go back.
May 2023 by Google user
Shop is clean and well stocked. But most importantly, staff there are kind and attentive. I had a dreaded coughing fit because my hayfever was playing up. Embarrassed I excused myself from the shop. Sharon took my items from me and saved them, after offering for me to have some of her water. Shortly after her colleague, who's name o don't have, came out and gave and gave me a bottle of water from the shop. Thank you to you both for your kindness today- it is very much appreciated
May 2023 by Megan Lane
Shop is clean and well stocked. But most importantly, staff there are kind and attentive. I had a dreaded coughing fit because my hayfever was playing up. Embarrassed I excused myself from the shop. Sharon took my items from me and saved them, after offering for me to have some of her water. Shortly after her colleague, who's name o don't have, came out and gave and gave me a bottle of water from the shop. Thank you to you both for your kindness today- it is very much appreciated
April 2023 by Peter Moore
One of those shops that has everything you need, and things you didn't know you needed!!
March 2023 by Chrissy Jones
Great shopping experience here. Always good deals on lots of items. Shop is always clean and tidy with friendly staff.
February 2023 by Phil Jordan
What an absolutely awful pair of employees Superdrug Bramhall use on a Sunday. The staff member serving was rude beyond belief and created a scene in front of other shoppers. Her Manager Melissa was equally rude and didn?t appear to have any sort of control of her foul mouthed staff.
January 2023 by Becca Cooper
A very small superdrug but has bits of everything
January 2023 by Me Ge
super dope friendly
