“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 ordered a pair of ankle boots and my usual size is a 6 from Canada when I received them they were way too big not sure how the sizing works but it definitely does not fit true to size a bit disappointed”
“Ordered a jacket which arrived with the fastening hooks all hanging off. First, and last , purchase. Also am boycotting any company that uses the useless Hermes delivery company.”
“my dress covered in mud and doog poo
I have placed a last minute order with Boohoo as I was in all day the following day.
I have found my parcel in the back yard, thrown by Hermes passed over the neighbour’s garden to land at ours.
We have a big Malamute in the garden and he has ripped the parcel into pieces and dragged my clothes in mud and dog poo.
I have sent photos of the card left by Hermes and the condition of the parcel and the clothes and they want me to return it for a refund.
IT IS UNACCEPTABLE TO EVEN TOUCH THOSE CLOTHES AND SECURE IT TO POST THEM BACK. MY PARCEL AND MY CLOTHES ARE COVERED IN DOG POO!
I refuse to wash it for a return or even touch them. And I repeatedly get a response form CS to return them back. They can arrange a collection and the courier can wrap it themselves.
Edit”
“Best online shopping experience from ease of ordering online to quality of clothing, great price, quick delivery. I have placed 6 orders and they have consistently met all of the stated criteria. Have recommended to all my friends and will continue to shop at Boohoo.”
“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”
“Although the cost of my goods were reasonable when I ordered 2 garments off the website they looked lovely and stylish prefect for a night out. But when they arrived I was horrified to receive poor quality goods. The trousers had an elasticated waist and the hem was stitched with cotton that clearly visible and looked terrible. On both garments the boo hoo label was sewn in and you could see the stitching on the outside. I was recommend Boo hoo as I had been told the clothes were good quality at a reasonable cost. This was not my experience I will not be ordering again.”
“Ordered my daughter some pyjamas for Christmas, carefully checked the size chart which stated that a medium would fit UK size 12. My daughter tried on the pyjamas on Christmas day but sadly the they were too small. Unfortunately I was outside of Boohoos timescale for returns (I like to start shopping a little early for Christmas as the budget doesn't allow for one huge blow out near the day), anyway, I guess that was my fault for being so organised. Not wanting to get stuck with said nightwear I sold them on to a friend who is 5'3 and a size 8. They came back a few days later because the top was too small to fit her tiny frame. Highly unlikely I will ever shop with this company again if they can get sizing so badly wrong. Prefer not to deal with the hassle of returns if I can avoid it.”
“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.”
“I am from Canada and I ordered a dress for my first time from boohoo last Wednesday, i needed it for this Sunday ( for my bridal shower) and today is Tuesday. I payed for the express mail because i new i ordered it later than i should have. After reading all the negative reviews i was so scared that i was not going to get it on time or have it be the wrong size. First of all my dress fits like a dream! And I received it today at 10:00 AM!! So it took 3 full working days to get to me. I orderd a size 8 canadian because thats what i measured to be when i used boohoos measuring , and thats exactly what I received. Im shocked how negative all the reviews were! I will most definitely order from them again. Thank you so much for being reliable and on time!”
