“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.”
“I bought some cloth for my mum. It was in the middle of december. After new year i decided to check my paypal statment, and i saw there that i was charged two times for one order. Contacted them - no respond. Wrote really ugly letter, got respond with sorry bla bla bla and a promise to refund. Now two weeks gone from promise, no money and no sorry aswell. Fraud in the best case. Thinking to go to police and later to make a claim with lawer. If i wouldnt check - my 15 pounds would be stollen or maybe even is stollen, because no refund yet !!!”
“Love the Boohoo clothes. But my last order they sent a coat and it was missing the belt. I wanted to keep the coat and just get them to send the belt. No I wasn't allow to do that, I had to send the entire coat back but was told they would refund the coat and my postage. They told me to keep the Postage receipt with tracking and to contact them once they received the coat back. THey refunded the coat and then the nightmare to get the shipping costs back started. I sent them a scanned copy of the receipt and they needed my banking info and said it would be refunded it 5 days that was over two months ago and many many emails back and forth and them asking the same information over and over again. This started in Nov and it is now Jan 19th, 2017. I have sent them the same information over and over again and told this story over and over again. Even though the history of our conversations is all there. Tried again today but not holding out much hope that it will be resolved. I honestly dont think they know how to refund to a canadian bank. And instead of following the adjustment through and making sure it has been handled it is left to me to follow up on. Terrible Terrible customer serive.”
“Totally disgusted !! Placed an order with boohoo for a numberror of items kept all except one because it didn't fit, so returned it.
A few weeks later one of the items started to come undone at the hem notified boohoo who offered a replacement or refund...great. I wanted a replacement. Then got an email saying could not have replacement or refund because I had all ready sent 1 item back from that order and the system would not allow another...!! Do not order from this company and expect faulty goods to be replaced. Disgusting.”
“Boohoo make the returns process and policy so difficult clearly in the hoping they will issue less refunds. No returns labels are enclosed with orders as ALL other online retailers offer.
Recently I placed two orders equating to almost £500. When I logged on to select my items for return and produce two separate returns labels, I accidentally selected a courier label for one order instead of Royal Mail. Then when I tried to print the labels they just wouldn't print.
So I contacted the HO number to be told no calls are taken, only emails. So I emailed asking for labels to be posted or another option helpful option. To which I was told I had to get a friend to print the labels or I won't be able to return! Taking this on the chin, I then responded asking if they you re-email me a Royal Mail returns label as one of the labels was selected as Hermes in error.
Again the answer to my request was declined saying I couldn't change the returns method previously selected to The other Royal Mail method and I was told if I couldn't use Hermes, I would have to pay for that parcel to be returned myself. This is a huge and heavy parcel.
Sorry Boohoo what can I not have another returns label to print at my own expense??
Terrible service, I'll never use them Again.
Very very unhelpful, not the levelled service every other online retail offers.”
“I was recently bragging to friends about finally being able to shop at store online that offer sizing that fits! I've ordered on numerous occasions for my husband and I,however the order placed on Dec 9th is about to be my last. The order was shipped on Dec 12th and the tracking still has not been updated since then,almost a whole month and nothing no package ! I reached out to boohoo ,who replied with a generic respond. Then eventually about two days ago said there were delays since black Friday so expect my package this week! Excuse me! I don't care ,that has nothing to do with me! I want my money back!!”
“I ordered a parka online as a Christmas present. There was no problem with the delivery time however when I got the parka it was faulty. I emailed customer service and waited 2 days for a reply only to get very poor advice. I then went on to the returns page and my order number wasn't accepted. I'm guessing that my order number was deleted at this point. None of my recent emails have been replied to and I've had to keep the faulty parka. Absolutely disgraceful, I will never be buying from boohoo again.”
“My daughter,aged 16, ordered something to arrive on Wed Dec 28 she paid an extra £5 for" guaranteed delivery." On Wednesday 29 the item was delivered (they said ) to the wrong house, my husband phoned and the carriers said that in fact they hadn't delivered it and would deliver it the next dayThursday --it's now Saturday and despite constant phonecalls to the carriers and emails to Boohoo no parcel has been received --they of course, can't be contacted by phone ,possibly because they make so many mistakes! The" guaranteed delivery "is obviously not worth the paper it's written on --my daughter wanted this item to take on a holiday she is going on that's why she paid for " guaranteed delivery " She has now left,very disappointed ,without the item. Do Boohoo care at all about customers?”
“To be honest this place doesn't even deserve that one star. They deserve to be shutdown. I will be talking to a lawyer about his situation. I do understand that they are on the other side of the world. That does not give them the right to lie and give tacking numbers that doesn't exist . WN Direct shouldnt work with them as well. They are making them look bad .I called WN my package is still in U.K . They are basically stealing from their customers as I can I'm not the only customer going through this. I will be writing a review on every website until this company learns to get their shit together. I had better service ordering from China at least they respond to you .”
