“Not happy with returns policy, it states free returns on the site, but if you don't have a printer to print off the label then you have to pay for post office returns, as well as paying for delivery. Makes a cheap made garment work out dearer, won't be using again”
“I might be happy with their products but definitely I am not happy with their delivery service or customer service. I have paid for next day delivery and I have not received the parcel. Who knows how long it will take ? Moreover, if you want to get in touch with someone there is no phone number so by the time they respond to your email you don't need the product anymore. One thing is sure ...they take your money instantly but when it comes to customer service and delivery services they don't care.”
“Ordered a maternity dress for an event in 2 weeks time. A month and a half later still no sign of the dress. Contacted boohoo number of times requesting a refund and though they admitted the delivery van broke down hence I had never received the order, they also told me in 5 different emails that I am not getting a refund until the order is returned to them. Tried contacting the delivery company, the tracker number is not recognised. Losing all hope of getting my money back”
“If there were negative stars I would award Boohoo.com that. They don't even have a contact phone number. My last email requesting my FULL refund has been ignored. Their policy is to refund postage when the mistake is theirs. On this occasion, which is my first and last order, I ordered size 10. Their size guide indicated it would be a certain measurement. When I received it, it was 10 inches bigger, so not a size 10 and a fault on their part. I was explicitly told I wouldn't be refunded postage owing to ordering the wrong size. They should try to advertise honestly- that they are completely incompetent would be a good place to start.”
“I ordered almost a week before I needed the products to allow enough time to make returns if needed. I did not expect to have to make returns mulitiple times. My product arrived with a huge rip in it which I sent back. The replacement was a different different product which I now have to return as well. I do not have to keep returning things that I didn't order or are faulty. I have spent hours sitting by the phone waiting for a reply from customer services. My first email was completely ignored, so I used Facebook to get in touch. They claim they will usually reply within an hour, I have been waiting for 2 hours for a reply, after having received previous replies 3 hours after I sent my messages. I can't spend a third day waiting in for a delievery that may or may not be faulty or incorrect. I was a regular customer at Boohoo.com, despite having numerous problems like this in the past. I will not be ordering from them again. Not worth the time and effort.”
“I ordered three items. One of the items was the wrong color [ordered a white top - I received a grey top]. Liked one of the items and did not like the fabric of the third item.
I Fed Ex back the two garments and request refund of the Fed Ex shipping.
I paid for the items via credit card and they are not willing to credit back my card. They are requesting my bank account info. I even told them to use the refund for the items currently in my shopping cart to make the refund easier. To no avail.”
“Bought an item with next day delivery, Normally you receive an email from the courier to say they have received the package and it will be delivered soon that day. But we didn't get that and didn't receive the package as well. In the mean time we were contacting via social media which just said they would get back to us in 1 hour but no response, The day after we revived a message from the courier to say they had picked up the package and will be delivered soon,
So got the telephone number to ask why the package had not been delivered they advised me that there was no one to complain to have to go on social media are they having a laugh who now a days does not have a person you can talk to to find out what has gone wrong or to complain. Would not buy from these again bad service ill stick with misguided they can delivery next day without any problems.”
“Ordered my garment yesterday and for next day delivery (today). I was in the house all morning and the tracking updated saying my parcel was "delivered to reception" at 11:03 am this morning. For one, I live in a house, so in what way does my house have a reception. Two, I was in the house all morning and I was actually outside at the apparent time my parcel was apparently delivered, yet there was absolutely no sign of this apparent "courier" which was Hermes by the way.
My housemate ordered a garment from boohoo with Hermes being the courier a couple of days earlier and hey ho - no parcel, no sign of a delivery van anywhere.
I am a first time user of boohoo so you would expect them to want to impress their customers- I am not one to write bad reviews about things, or write reviews at all, but seeing the amount of poor services customers have received is shocking and you would think they would try and do something to resolve this!! First and last time user of this site”
“I ordered a few items and tracking my order showed my parcel was due to come on Thursday at 6.31 am. Despite saying that it arrived in the evening so I was not home and now I won't be able to have my items until Saturday when I have time to go to the post. Not happy”
“First time buyer, ordered a pair of boyfriend jeans, they weren't ripped at all. Brilliant speedy delivery, i was super excited to receive them, but was disappointed upon opening my parcel. The jeans i ordered were completely ripped almost shredded, not my style at all! Looks like the item shipped to me matches the description of what i ordered but not the picture. Really disappointed and won't be ordering again.”
“Made a large order from BooHoo, and returned some items which they confirmed they had accepted back on 3 Nov. No refund was received so I contacted them on 25 November. The customer service team said the refund to the credit card had failed (as it had expired and a new card issued - a common situation which Visa/MasterCard insist a retailer has processes to handle). Boohoo apparently knew about it but hadn't bother contacting me to let me know and just held on to the money.
New details were provided and I was promised a refund in 3 - 5 days. That never happened and I kept chasing. I asked for it to be escalated to a manager but they refused. I raised a separate complaint via resolver which was ignored by the customer service team, and their team leader when escalated to them.
Eventually, and only after tell them I was initiating legal action shortly, a refund was finally received in January over 2 months after the items were returned. But the only compensation was £5 in store credit despite them hanging on to my money for 2 months, which I clearly rejected. I have written to them giving one last chance else I will be going to the small claims court to get my compensation.
Learn from my mistake and avoid this appalling company. As I understand in Boohoo have:
• Breached the Consumer Contracts Regulations
• Breached their own terms and conditions
• Breached Visa Europe’s policies for handling refunds”
“Next day delievery paid for the courier lied and said it was attempted when it wasn't contacted boohoo straight away who said they had procedures so we are now 3 days later still no answer from them I asked them yesterday to resend it for me as I need it urgently and they won't so tomorow will be the 4th day inhavevsat in the house waiting for a parcel which is not going to come all they boohoo can say is they hac emailed the courier ??????? What use is that ????? Absoloutly disgusted by this”
“Boohoo are a disgrace! I made an order on Thursday 9th Feb and paid next day delivery. The items I had purchased were for a very important Christening I was attending on Sunday 12th Feb. Needless to say the parcel never showed! My attempts at getting in touch with boohoo and Hermes were beyond a joke! No numbers to call and the one for boohoo is Monday - Friday but wait for it!! When I call them today the brainless woman on the phone tells me 'sorry love any complaints have to be done online we are an online company, there is no manager or no one I can actually speak to' that's right... you can't Actually speak to anyone! They are an 'onlinecompany' and you can only correspond through social media and email. The first time I tweeted on Sunday morning I was bombarded with DM us your order number, so I did I explained, they told me they would check with the courier and get back to me. I also emailed the help desk email and had an automated response to say they will response within 48 hours! A great lot of help that is... obviously I didn't get any update via email or on twitter, so I tweeted again and low and behold very quickly I get tweeted sorry please DM us your order number!! So I did and yet again, we will get back to you.... nothing, so now I keep tweeting and keep getting the same response , it's become amusing that a company can be so out of touch with humans and a personal touch, they are all clearly robots! So still no parcel, still no update! I'm going to send another tweet! At least I can predict the response. Useless, Out of touch, Crap Company! Don't bloody use them!”
“I returned an item because it was not as described on their website but I only received a part refund. The consumers rights Act says that consumers are entitled to a full refund including the standard delivery, but the customer service team said they were not able to refund me the delivery cost and gave no reason for this.”
“Ok so this is just an update on my order about the boots. So the item is no longer online. I'am unable to do an exchange on size which is the product quality default. They told me to return the item and there sorry for the inconvenience. Horrible exchange policy. Never shopping there again this is the first and final time. If you are expecting something to fit in the correct size that you order please do not expect it to fit properly.”
“I placed my order on 7th Jan 2017. I did not recieve my items which was next date delivery and also needed for a special occasion. I emailed boohoo to enquiry where my parcel was. But all they advised is that they need to investigate the matter and get back to me. Not only did I have to chase them for an update on my items but when I finally requested a refund for their lack of incompetence, they stated that this would take 48hrs (26th Jan 2017).3days later no payment. When I emailed them back to state where the payment was made; they advised that the payment was submitted on the 26th Jan 2017 and paypal have recieved this. I need to check my account, if any further problems to contact paypal directly. Rest assure this payment has not been recieved as of yet. Today - 1st Feb 2017 I called paypal and explained the situation and advised no such payment has been recieved and they will investigate further and provide me with a speedy response.. Never again will I shop at boohoo”
“ordered some clothes in the same size, 5 items fit and 3 dont even though same size. Need to return items but told from customer service i need to print a returns label or no refund. unfortunately i dont have a printer and was told by customer service to go my local library to print one or i can write the label on but this will be at a postage cost to myself. After already paying £3.99 delivery and boohoo advertising free returns it turns out they don't have free returns unless you pay for printing. This must be a relatively new rule as i have never come across this issue before. I dont see why the returns label is not included on the delivery note. Ive emailed saying that this is sheer greed and is an under hand way of getting customers to pay for their own returns whilst boohoo advertise "free returns" needless to say after i have recieved my refund i will be closing my account and not using them again, they have lost a valuable customer through corporate greed and incompetence. Dont order from this company there are other online clothes stores to use who dont try and rip customers off.”
