“Awful customer service! Returned goods with tracking and confirmation email but refusing to refund for one of the items! Will never use them again! Customer service emails are just the same response over and over again, they don't listen and lack reasonable responses!”
“As a first time buyer, I ordered 2 items from the Boohoo Canada website. They claim NO EXTRA FEES or charges as they cover all taxes and duties for USA and CANADA. But I get a notice from the carrier that I am being charged for duties and taxes! I tried to get this resolved but they are non responsive!
BOOHOO is a fraudulent company!”
“Always excellent service. Delivery always on time, great quality clothes. Returns are free and very easy. Regularly buy from Boohoo and will continue to do so”
“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.”
“I had ordered from boohoo previously and had been nothing but pleased. There clothing is high quality for the cost and is exactly what I was looking for. My most recent order did not make me happy though. I ordered a plus size t-shirt in a US 20 and they sent me a US size 16. I asked if anything could be done to fix this without me paying extra, and they kept insisting I was in the wrong and had actually ordered a UK 20 (US size 16). Despite me sending them pdfs of my confirmation emails that showed I had in fact ordered a US 20 (UK 24), they kept telling me I was confused and refusing to help me. I will definitely remember this before I consider ordering from boohoo again.”
“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”
“Have been a loyal customer since 2013, my last order was a disaster and I say last as it will most likely be my last with your company. It got lost on the way and after 4 requests through your customer service team I was nowhere near getting an answer on when my parcel would arrive. Today, 1.5 months after I placed my order it finally arrived, 1 month after the guaranteed delivery time, oh and to mention I got no replies after my second inquire about the order, still await a reply from your customer service team.
To top this it seems as after the second reply from your customer service team my account to your website has been deleted with no explanation and I've requested why this has been done both via email and social media without answers on this as it seems you're avoiding me.
You should definitely think about treating your customers better, they're the ones that bring you business. An explanation in regards to this matter is still appreciated and you should find my inquires in your emails or facebook, most likely you know who I am from this review.
Will not be making a new account to your site until I get an explanation and apology for this as this is not acceptable customer service.”
“I received my first order yesterday and I was super happy with the quality and how it looked and fitted , so I whent on the site again and ordered another top . I'm so disappointed with this top , it's such cheap quality , doesn't fit right and doesn't look like it did on the model”
“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!”
