Boohoo Reviews 821

Boohoo used to be great, but the customer service is absolutely shocking now. I spent around £300 on an order with the intention of keeping one item and returning the rest. Before I’d even returned anything, Boohoo set the refund to go back as a gift card instead of my original payment method. When I queried this, I was told it couldn’t be changed so I was left with hundreds on a gift card.

Weeks later, I placed another order and my return label wouldn’t scan at the Post Office but Boohoo were suddenly able to cancel the return and start it again to issue me a new label - proving they they can cancel and change return and refund methods.

On top of this, I constantly have issues with the yearly Premier Delivery Pass I paid for, as I’m repeatedly charged for delivery despite having it.

Customer service response times are completely unacceptable - waiting over 14 days for a reply is not okay. There’s no live chat or phone line, just automated responses until a useless advisor responds. Overall, Boohoo has gone massively downhill and isn’t worth the hassle anymore.

Unfair and misleading returns process. When trying to return an item that didn’t fit, the only refund option offered was a gift card, with no option to refund to the original payment method. Customer service repeatedly said the refund method was “locked,” even though that option was never available.

Under UK consumer law (Consumer Contracts Regulations 2013), refunds should be issued to the original payment method unless the customer agrees otherwise. Forcing store credit is not acceptable. Very disappointing experience — I won’t shop here again.

If I could give zero stars I would! Customer services shocking and stole my money staying a requested a gift card not a refund!

I ordered through Debenhams last month but it was lost, getting in touch with anyone is a pain, they use Bots and no one gets back to you for weeks, when they do they send a link to give them the order number but it doesn't work. Save yourself time and a lot of hassle by keeping away from these and Debenhams, trust me, not worth the hassle

Please avoid!! I used to love boohoo and never had any issues. This time my return was processed onto a gift card rather than returned to my bank and I cannot get through to anyone on customer services to sort this. Additionally, the automatic response is snarky saying I selected the incorrect refund method (when I know I didn't, I have a screenshot) , to check next time, and wouldn't escalate to an agent until I kept pushing. By the looks of other reviews it looks like other people are having issues.

Awful awful customer service. The online AI bot is terrible and then when you get told your getting transferred to a customer service assistant you never actually do!!

I returned items a few weeks ago and picked the option of being refunded to my original payment amount (I know this for certain as I remember thinking it was sneaky of them to automatically have the gift card option picked so I changed this). However they still went ahead and refunded me via a gift card so now I’m £150 out of pocket with a gift card I don’t even want.

Would give no stars if possible. Ordered in November a large order nearly £300. Still waiting on a refund. Awful customer service continuous automated messages with no real action. Have now taken this up with my credit card company. Will never use them again and will be reporting to trading standards as given a-lot of similar reviews this company needs looking into.

disgusting!! i have never received my refund and i sent many items with the proof from postoffice. and have been talking to robot no human will handle this they will keep asking you for order number but nothing jas happened disgusting!!! never shopping there again!!'

Horrendous customer service

I’m not even sure you can call it customer service when you can’t actually talk to a human!! Faulty products received, can’t send them back stating faulty because it says to contact customer service but you can’t speak to anyone in customer service because it just keeps putting you back to the robot. Response from a human took 16 days and when I responded with the photos requested I was put back to the robot again!!

No refund was given and can't even speak to a HUMAN !! disgusting company!

December Update: An item I ordered in November has not been received despite paying for next day delivery. Whilst there is a tracking reference, the evri tracking states the seller hasnt even posted the parcel yet.

I have attempted to contact boohoo customer services through 3 different messengers with no response.

Update Feb. It has gone from bad to worse. Of the items I actually did receive, I returned 2 of them. Despite receiving email confirmation that my money will be refunded nothing has come though. Its been over a month! Never again will I use boohoo.

I have been waiting for a £40 refund since October. I have been chasing almost daily, the messenger/email/whatsapp complaints system is ridiculous, it just kept telling me my refund had already been sent (it hadn’t) and other times it said that as I have now been waiting over a month, I’m no longer eligible for a refund at all. This is shocking. I will never buy from Boohoo again. Didn’t think things like this actually went on, it’s not a huge amount of money but that’s not the point. Just feel like I’ve had my money stolen.

These deserve a 0 rating. Boohoo you are losing a lot of customer.
Bought lots an items, returned a couple and boohoo have put the refund money into a gift card and refuse to refund to original payment method. It is illegal to automatically populate the refund method without being able to change.

Also, paid for premier which is meant to include free next day delivery. This no longer happen.

I bought quiz items from boohoo returned to quiz as per returns policy , it has been 3 weeks an no refund neither boohoo or quiz are taking responsibility and refunding the items ! £200 down and can't get through to any customer service at boohoo all AI , absolutely disgusting service

I shopped the sales pre christmas found excellent value items found this company very professional fast efficient. Loved every item sent to me thankyou

Worst Customer Service ever.
Have premier & ordered for next day delivery in November. Goods never received & EVRI tracking showed not delivered. Only way to contact boohoo is via messenger or text so sent both. AI bot response. Then a week later EVRI tracking showed delivered on the date due. Funny no proof of delivery available.
Chased numerous times but just keep getting automated response & no refund received. Will never order from this company again.

Order hasn’t updated for days but they won’t let you cancel it. They claim the order is being processed from the moment they receive it. Took my money right away too. Won’t be using again.

HOW TO GET YOUR REFUND!!!

Hi all, posting this again as I can see that many people are still fighting for their refunds just like me before Christmas day.

I was frustrated like everyone else with the bots and going around in circles for days and weeks. In the end, I decided to Google who to CEO was for boohoo and what their email might be (Dan Finley) ... I had no idea if it was going to be right but it was! I also found out that boohoo bought Debenhams, so I searched for any emails relating to Debenhams which ended up being the email address for their press team, investor team and legal team :) I sent separate emails to each one, apart from the legal team which I cc'd in with Mr Finley's email. The very next day, I got an email from a gent named Joshua who responds to all emails sent directly to the CEO... I then got my refund 2 days after my original email after a bit of back and forth with him, they even refunded the full £5.99 next day delivery fee (which they failed on as well) even though they are only legally required to refund me for their standard price.

I highly recommend putting your situation into an Gemini or Chatgpt, it wrote me some very clever emails and states what your rights are etc giving boohoo nowhere to hide so that they HAVE to do the right thing.

Hope this helps other people

Waiting for a refund since 9th Nov - I’m being fobbed off at every contact - disgusting I will never shop here again.

Scam.
Requested a refund through original payment i.e bank to then have £72 worth of clothing returned to a gift voucher and they claimed i chose that option which is a complete lie.
Used to love Boohoo but seriously do not trust as so many others saying the same.
Shame on you!