“Well, where do I start??? I ordered some clothing in June and decided to returned 2 items. Unfortunately I had accidentally binned the return label and was sent another via the customer services (Lucy) and was asked to track my order after it had been sent. This was processed on 30 June 2017. Since then I have chasing this return and liaised with 9 customer services people who said that I needed proof of posting and that without that they will not be able to refund the amount. I have been a customer of Boohoo for many years and never experienced such inefficiency and such poor service. Atrocious really for a leading fashion group. I have been reading the reviews of past experience and there have been many similar cases. Perhaps senior management of Boohoo (CEO's in particular) ought to look at some of their reviews in person, to know exactly what goes on in the Operations team and behind the scenes. £24 may not be much to the company, but for others who work hard to be able to treat themselves to some new clothing is a lot. Allyson (order number is: UK101017158).”
“Every single thing I've bought from Boohoo has been poor quality, not fit properly or not been representative of the image on the website. I am finally giving up and will never buy again”
“Atrocious customer service - a one star rating is one star too many
I am not sure what you need to do to get a refund from this company. My daughter sent £74 worth of clothes back by Royal Mail recorded delivery. Royal Mail confirmed it delivered it to the retailer. Somewhere within Boohoo.com the package disappeared. Over three weeks later they continue to ignore the points in my daughter's emails, simply replying 'how frustrating it must be for' her and that they're investigating it internally. The issue is an internal process issue - not rocket science. Other retailers, such as Next, deal with these issues within 36 hours. Very poor customer service (if, indeed, there is any service whatsoever there) from a very poor company. Now I know why they call themselves 'boohoo'. My daughter is 18 years old and does not earn 'big bucks'. £74 may not be much to Boohoo.com, but it a significant part of her weekly wage. For her and her sibling that has been loyal customers of Boohoo.com for a number of years, I am rather surprised that it continues to treat her so badly. I look forward to hearing back from them - hopefully this review generates the suitable response that my daughter's numerous emails have failed to yet to do so. Somehow, I doubt it.
*****
Just seen response from Boohoo.com to my review. As expected, another 'fob-off' and no resolution forthcoming from a company that cares nothing about quality customer service, being more concerned on how to get its hands on customers money and retain it as long as possible. Being told "please be assured this is being looked into and will be resolved as soon as possible." over a month after the goods have been returned (and evidenced as received at Boohoo.com) is about as useful as no reply, but even more frustrating.
Boohoo.com needs to look in to its internal processes and its customer service. I suggest it looks at other online retailers to see what they do and how this can be replicated.
I am also not sure where the 'Hey' at the beginning of emails/responses to reviews comes from. I am guessing it is someone in Boohoo's customer services who think they are in tune with their customers. My response: I, for one, prefer the traditional 'Dear sir/ madam/ customer'. '#LOL?!'
Its overall Trustpilot rating of 5.4 out of 10 from 117,946 reviews says it all.
Again, £74 may not be much to Boohoo.com, but my 18 year old daughter is finding this financially difficult too. An absolute joke considering there is no question you have had the parcel back - just you do not know where you have put it and, as such, my daughter is the one that is currently suffering the financial hardship from the company's obvious incompetence. Happy to discuss via my daughter's email (you will have this from the order number). Thank you :-)
******
21 August 2000hrs BST - still nothing from Boohoo.com. Still my daughter remains deprived of money Boohoo.com is, for whatever reason unbeknown to all mankind, is failing to repay. Abysmal company that does not deserve to trade on UK shores.”
“Despite the poor quality clothes and prices that seem to be getting more expensive I decided to order some holiday clothes that has resulted in them charging me 3 times without the order actually going through, it then took 16 days, lots of emails and poor customer service for me to get my money back. Because of this terrible service I decided to complain, I was responded to almost immediately and on the email they sent I was asked to contact them, which I did straight away and despite multiple email to them I have still not been responded to 17 days after customer complaints contacted me. They have caused me a lot of stress and have made me feel as if I am a monster customer and that they feel the need to ignore me.”
“Its false advertisement regardless of your new rules.. You advertised unlimited next day delivery for 1 year for £9.99 .. boohoo has decided to change this on there behalf before the time was reached & fully used. You'd never pay for a year of something to then find out they've decided to change it just because they decide not to do so anymore.. they could of at least waited until the year was up or email me letting me know this or still offered free delivery rather than next day delivery. This is false advertisement taking people's money to then change terms & conditions without the other party knowing!! I would certainly like a refund because this is actually illegal to do. No company or shop has ever done this before the service is up. It's awful I have paid for a year & within a couple months changing the rules. Please I would like this to be sorted or action will be taken further. Thanks”
“I'm still waiting for Madison from their claims department to tell me where my order is.... she said she was waiting for the courier company to get back to her and now she ma not replying to any of my emails.
My order was supposed to have arrived between 1 and 7 august.
I'm still hoping to receive it because I have given up on refund”
“I was charged 18.39 for a dress which looked nothing like in pictures. I requested a refund and got back 14.40. Can they not do maths? Postage not included to calculation. Just be careful when you order from them. I would not do that again!”
“fucking stupid website. ordered a jumpsuit in the wrong colour and couldnt cancel it? Have to wait for it to be delivered and then return it which is fucking mad. website kept freezing fcking hate boohoo have pissed me right off DO NOT USE THEN ROBBING CUNTS”
“I ordered a few things from Boohoo.com back in June 2017. Due to poor quality I returned my order as soon as it was delivered. Today is 30 days since they got the returned items back, however, I still wasn't refunded. Also, i paid additional $ 20 to return the parcel.
I think the website is scam. Try to avoid it unless you don't mind to waste money.
It's already 40 days passed. I sent them clear pictures of the receipt as well as a delivery confirmation. Then they asked me what items I returned and I even sent PDF with detailed descriptions. I think they never refund anyone. I was dummy not to read the reviews first. What a waste of money. They email me the same thing: it takes 21 to 28 days, please provide proof and so on. Well, I provided all they asked... it is a scam!”
“Ordered black shirt they sent blue. Ordered next day delivery as I needed this shirt asap. Messaged ash of fb he said they couldn't send replacement even though their website still says it's in stock! Waste of time”
“Worst sham of a company. Don't fall for it - cheap and nasty for a reason. Took my £200 payment, didn't send an email receipt confirming, and not received my order. Tweeted them (as only way to contact them) on my husband's account as I don't I have Twitter - only to be told they couldn't discuss via his account due to data protection. Nasty criminal company, doesn't understand common sense, and who take your money and ignore you after that. Court it is.”
“item not delivered on time even tho paid extra for next day delivery
courier claimed to of tried to deliver item, time they claimed they tried to deliver was false as i arranged for item to be delivered to place of work, and the practice was open and reception is constantly manned by 3 receptionists , no courier tried to deliver and no card left ,
boohoo not interested, and chose not to believe their customer, i wont use them again.”
“Really bad quality despite the catwalk copies. All the dresses are see threw! Why is that? Where are you expected to wear such clothes? And the material ruins in the wash. Cheap and not cheerful.”
“Great styles and designs but awful qwful quality, the material is often transparent and you can see the colour and shape of your underwear. Not a good look! After a few washes the material has bobbled and mishaped. Two dresses I bought had such deep creases that not even an iron could get them out.”
“Yes I ordered a dress and had a 25 percent discount code sparkle25 and a premium delivery code free could not apply them when ordering my dress tried phoning and email about 6times over four days with absolutely no proper response and it has still not been resolved there customer service is a disgrace”
“Boohoo sent me the wrong item when I ordered it using a 50% discount code. They refused to send me a replacement even though the item I wanted was in stock. However, they told me I could re-order it and they would apply a 50% discount (after badgering them for 3 days for it). I therefore re-ordered it and used a discount code for delivery as I didn't think it was fair for me to pay full price for delivery given that it was their fault. They therefore refused to refund me the 50% they originally promised as I had used another discount code! So, I was supposed to pay full delivery cost and take the time out to send back the incorrect item they sent to me even though it was their fault! There is no one to speak to and their email responses aren't personal - they are just generated sentences that are the least helpful I have ever read. Be careful ordering from them!”
“My daughter ordered about £100 worth of clothes from Boohoo, all in a size 8. Everything fitted except for one skirt which was way too big. I asked Boohoo Customer Services if we could swap this skirt for a size 6. It took days for the Customer Services to properly answer my request, and when they did they said that I would need to reorder and pay another delivery charge (around £5). My daughter is going away this weekend and she won't have the skirt in time now.”
