Boots took £2,000 off my father for useless hearing aids but it won’t hear of giving a refund

In November 2019 my blind 90-year- old father bought a set of hearing aids from Boots Hearing Care for £2,095. He struggled with the aids from the start.

He hoped they would improve his quality of life, but we have spent 18 months repeatedly visiting Boots centres for a “tweak”. Each time it has only provided a short-term fix.

The aids work intermittently, they do not hold a full charge and they do not provide him with a consistent and reliable level of hearing. This ad hoc, inconsistent hearing causes so much confusion for him – particularly because of his loss of sight – that I am worried about his safety.

Since last summer every Boots audiologist I have spoken to has insisted the aids are suitable as they provide Bluetooth functionality – which means they can connect to various electronic devices without cables.

This does not take into account my father’s lifestyle. At the time of purchase my parents did not own a mobile phone or have access to the internet, so why on earth would he wish to buy something based on this technology?

My parents visited the store, voiced their dissatisfaction and made several requests for a refund, all of which were ignored.

I do not consider the aids fit for purpose. I recently returned to Boots with my father. The audiologist refused to accept there was a problem, but eventually she agreed to send the aids off to the manufacturer for assessment. But a couple of weeks later it emerged that the audiologist had not sent them. This is the last straw. – Anon

I am sorry to say that your father’s repeated requests for a refund from Boots Hearing Care were falling on deaf ears before you asked for my help. Your family asked on several occasions to return the aids for a refund, but each time Boots persuaded your father to have them adjusted and sent him on his way.

Despite numerous visits and tweaks, the aids were not doing the job they were meant to do. This left your father depressed and you frustrated. The final straw was the promise to have the aids sent back to the manufacturer for a check-up, only for you to find out the audiologist had left them sitting in a drawer.

Your father was left without any aids and you resorted to purchasing £40 amplifiers to see him through, even though they are not really designed for hearing loss.

Fortunately, once I got in touch with Boots to turn up the pressure, it quickly contacted you and agreed to repay the full £2,095 cost of the hearing aids, apologising for its failure to send them off to the manufacturer. It also added £50 of points to his Boots

Advantage Card to say sorry for the inconvenience. Boots said it would be working closely with the manufacturer to investigate the root of the problem. You told me you were relieved to finally get the refund, but now you have to decide what to do next.

Hearing aids are not an easy purchase to make, as hearing issues are complex and having a visual impairment adds to the challenge.

I know from experience that it can be worth persevering. An elderly relative resisted such devices for years but eventually relented and, after a period of adaptation, has seen them transform his life – and, let’s be frank, the lives of those around him.

Patients need to decide whether to go through the NHS or privately. If you go via the NHS route the aids are lent free of charge and there is no charge for follow-up appointments or replacement batteries. You simply need to be referred by your GP to an audiologist. But it can take up to 18 weeks in England between referral and treatment.

Lisa Barber, home products editor of Which?, said: “Anyone who goes

The audiologist had promised to send the aids off for a check, but left them in a drawer

down the NHS route should be aware that it usually buys and prescribes the same brands as those offered privately, although they are unlikely to be the very latest models.”

If you opt for a private provider the process of getting the aids will be faster (perhaps no more than 10 days in some cases) and there may be a bigger range to choose from.

But the prices can vary dramatically, with a single hearing aid costing £500 to £3,500. When you choose, always check whether services and aftercare are included in the price.

Aftercare is important as buyers will need to make many visits to the audiologist for fitting and other adjustments. It can take some time to get used to the aids. Your father gave it his best shot with his, but they just did not seem to do the job.

Those who purchase privately need to feel confident about their provider, as the relationship is likely to continue for many years.

Ms Barber said it was vital to ask plenty of questions, such as whether the customer would see the same audiologist at each appointment. She added: “It is also important to check other aspects of what the price does and does not include. While some providers throw in essential maintenance items, such as replacement batteries and wax traps, others do not.”