“I've made two purchases from Boohoo, both disastrous. The first time I bought several items including Beauty and the Beast Soap Petals which came in an acetate bell-shaped jar in a cardboard box. They threw all my items in a flimsy plastic satchel with no bubble wrap. Predictably, the packaging of the Bath Petals was mangled beyond description.
It took several emails to work out exactly what I needed to do. First they said I may not need to send the item back, and then they said I would. They also wouldn't replace the item, they would only issue a refund. I had to post the item back at my own expense, retaining the receipt; wait up to 28 days from receipt of the item at their end for a refund; THEN send them a scan of the receipt asking to be refunded separately for the postage costs. The whole process took well over a month and more than a dozen emails, not including order confirmations etc.
When I bought the replacement item, it too as sent in a flimsy plastic satchel with no protection.
Foolishly, I made a second purchase. on November 26 I bought three Body & Bath Advent Calendars, because they looked awesome, and I know a bunch of teenage girls who I thought would love them. "Surely," I thought, "they'll send THESE in a box." Nope. They were thrown loose into a large satchel, not even a shred of bubble wrap, and all three calendars arrived crushed, torn, mangled, dented and dirty, with the items dislodged.
Not only that, but they took 15 days just to dispatch the items.
I emailed Boohoo right away. By the way, they always send you an email saying "we’ll pop you a reply within 48 hours," but it's a lie. I've never had a reply from Boohoo within 48 hours.
They wrote back to say "please send your item back in line with our usual returns policy," and instead of offering a refund of the postage, which would have been over AUD $15, they offered me a gift voucher, which is absolutely unacceptable. They also told me that the refund may take 28 days. This was the weekend before Christmas.
In despair, I realised I wouldn't have time or money to buy replacement gifts before Christmas. I'm housebound with illness, so I have to do all my shopping online. I decided to ask Boohoo to refund half the cost of the items and let me keep them. Many businesses offer this option, because it's cheaper than sending the items back. I waited and waited, but I didn't hear back. In the days before Christmas I asked my parents to buy me some large sheets of cardboard, and I made new boxes for the items in the advent calendars. It took me several hours over a couple of days. I was exhausted.
I still hadn't heard back from Boohoo, so I sent them another email reminding them to get in touch. Finally I heard back - they refused to offer a partial refund. I'm a little embarrassed to admit I burst into tears. I worked so hard on fixing up the damaged items they sent me, and I had tried to meet them halfway. It was too late to send them back.
I replied immediately asking the customer service reps to forward my request to a supervisor. That was 10 days ago. I never heard back.
I actually don't think I've ever had a less professional experience. It's like dealing with cheerful but utterly unhelpful robots. The returns process is ridiculously complex. They clearly take no care in packing items, and don't care if they arrive damaged. And it seems like they don't care whether their customers are satisfied either. As long as each person in the chain, including the customer, discharges their duty with regard to the system, Boohoo is happy. So the people at the dispatch centre throw your item in a bag and post it when they feel like it, the customer service people reply to your email when they feel like it with a bland, impersonal response that doesn't actually help you, and the people in charge of processing your refund do so when they feel like it, and refund the cost of postage for damaged items only if they feel like it.
So, yeah. I'll never be buying from Boohoo again, and I wish I hadn't bothered in the first place. I regularly buy from the leading English online fashion and beauty store which is light years ahead of Boohoo in terms of customer service, and has never made me cry.”
“This is an appalling web based only retailer. I purchased a gift voucher on 18/12 as a Christmas gift but have no voucher code to initiate the voucher. All you get when you email is a holding email and stock answers that do not review and resolve the problem. I want my money back but that will prove as difficult as getting the initiation code. Do not use them and pass the word on.”
“I have been purchasing from Booboo for nearly 7 years now. I find their collections to be trendy and affordable. I love buying maxi dresses from them.”
“Bought for a present at Christmas far to small not the size said it should be now been told will not exchange or refund do not shop with these look elsewhere”
“I ordered right before Christmas and it came within 24hours. The skirt was £5 and the most amazing quality you could imagine. Will definitely be reusing after this great shopping experience!”
“I purchased the one year next day delivery service. £7.99! Why wouldn't you? It's easy to order and return just as quickly and no extra fee to pay so it's free! It's confidence to buy and say 'nope, changed my mind' just as quickly. Their items are always high quality”
“Good delivery, good products. Some small fittings and some products are low quality material. However, this only applies to two products I purchased out of many.”
“If i have a concern with the company, it takes weeks to be dealt with, if at all, their offers, although they have regular offers, they do not work. Customer service representatives are generally rather rude or unhelpful. Used to love this company but has gone downhill since it has gained popularity”
“quality is what you'd expect for modestly priced items to fine ...but DO NOT buy for a present if you in the same house hold as you.... Packet overtly marked 'boohoo' ... totally spoilt any surprise”
“I am a very frequent customer. I returned a full parcel over $200 worth of clothing and they claimed it never made it. I printed the return label from there company and they claim to have no knowledge of the shipping information....
I will not be shopping at boohoo again.”
“0 stars absolute assholes!! Dont pay the extra for next day delivery because you wont get it! False advertusement to scam an extra few pound off every1!”
