Screwed over for the second time by boohoo, refuses me refund because of their mistake. Where do I begin? I used to be a loyal, very very regular costumer at boohos, we're talking every single month I would order atleast something from the website. I always leave good reviews when I receive good service. And so I did, I was a good costumer who had spent alot of money at their site and kept writing good reviews for them. However, it all changed this new year when they messed up my new years dress and I had to be in contact with them for over a month. They don't have a direct line so you can't call them and talk to them directly so you have to send them an email. Which they are so SLOW with replying with, it takes atleast a day to reply, and when it's very crucial, it's highly annoying. So here's my story, the second time they messed me over. (Silly me for ordering with them again after last time, but thought I would give them one last chance) I ordered a top, skirt and a bracelet, so a whole outfit for my birthday party. When the items arrived, everything was fine, except for that the top was ripped in the middle(?!) It was a cross over crop top so it looked exactly like someone had tried it on (because you need to jump through the fabric crosses that goes around your front and then back) and accidentally ripped it. HOWEVER, this is now a boken item that someone supposedly has returned back to them, it's IMPOSSIBLE for this to happen whilst being in the package over to my house. WHICH MEANS, they have sent out an item, to a costumer, knowing it was broken but thought you as a costumer wouldn't mind. So I sent them a email with a picture of the broken item that I want to return this but I want to have another size because god it looked small. Without properly reading through the email I sent them, they send out ANOTHER shirt, SAME size as before, which I didn't want and which I made clear to them from the beginning that I didn't want the same one back. So now there's an item they have sent out, on the way to me, without my permission. Which means that I am gonna have to go all the way to the postoffice AGAIN ( I live quite far away from our local post office) Because they can't read their emails properly? THIS here, that could've been so simple, has taken me a whole MONTH to communicate with them because they never get back to you until days after. So my birthday outfit was now out the window because they took this long to reply & because they don't read their emails properly before making rational decisions. Anyway, so I am STILL waiting for my refund, TWO months later. No word from them at all, I kept emailing and they said that the faulty item was in their warehouse and that they were checking up on it. And FINALLY, some girl replies and says that they can't give me a refund till they have received the other item they sent me. Well hang on I said, I didn't even ask for that item, YOU guys sent it to me WITHOUT my permission. I don't have time to go back and forth to the post office because of their mistakes. And you would think, that after all this, the LEAST they could do is to let me have that one as a I am sorry gift. They had NO explanations on why they would send out a ripped shirt to a costumer either. I won't get a refund back because I don't have time to run back and forth for them. It's embarrassing, especially when you are such a loyal costumer and they treat you like this. Worst is, we're not talking much money here, we're talking £12!!! Which makes it very cheap on their side. I want the refund because of the principle, they ruined my birthday outfit and had me being angry for this long so yes, I want my refund because of the way they have completely blanked me and having using 25 different workers to answer their costumer service email so you have to drag the whole story over again to the next person that's gonna reply because it's never the same person replying. It's so frustrating!! I suggest you shop somewhere else, a company that does this twice to a regular who has spent so much money there, without a REAL apology, doesn't deserve your money. Absolute joke!!