boohoo Reviews 207,529

Kai was great while handling my query about returns over messenger !

Wasn’t able to change my email address in the app before getting signed out for some reason. Reached out to customer service, although they couldn’t get my account back, Kai was pleasantly prompt in their response back to me.

Contacted boohoo via Instagram and received the quickest response ever from Kai. Very grateful for the fast response. Great customer service, thanks Kai!

I unsubscribed to their marketing via email links and my account on their website.

I've emailed them numerous times and they just tell me to use the unsubscribe button which doesn't work.

I've raised a complaint with the Information Commissioner's Office (ICO) as this is against GDPR.

Customer service is so ridiculous. It’s taken me 2 days just to reach someone as there is no phone number just a chat service. I have a missing item & one item received in the incorrect size and it still hasn’t been resolved.

Boohoo's refund voucher policy is a blatant dark pattern.

I accepted the default gift voucher refund, only to discover later (via social media complaints) that it expires after just 90 days - a term buried in the returns page and not stated on my gift card email, in the main gift card T&Cs, or in the FAQs.

Under the Consumer Rights Act 2015, terms should be transparent and fair. This is neither. The CMA should take note.

Awful customer service.

Not received my gift receipt and been trying to contact on and off for 2 months and still don’t have it.

What an absolute joke.

I’ve asked for is to be sent elsewhere multiple times as it’s not coming through via email but I’m just ignored.

awful company. added premier delivery to my order without clearly stating this was a subscription service and did not add it to my order so my order did not arrive the next day, it arrived a week later. asked them for a refund on premier citing consumer law and they refused stating it was not refundable. my dress was shipped from abroad and it did not state anywhere it would be shipped from abroad. customer service useless refused to refund me multiple times. I ended up raising a dispute with my bank who refunded me.

Possibly the worst customer service I've ever experienced. Been trying to get my 'gift card' (actually due a refund to original payment method under Consumer Rights Act 2015) for 6 months now. Keep getting told its been sent to me, when in fact, after going round this loop weekly for 6 months, it has not. Now escalating my claim to resolution service and trading standards because Boohoo refuse to do anything other than issue me another gift card that never arrives due to a fault on their end which they refuse to acknowledge. Customer service is awful, no one will call me, just get the same answer every week despite never receiving said gift card.

After years of shopping with Boohoo, and after a long break, I made a purchase of an item to which the wrong size was sent. Their absolute appalling customer service has been on going for over a week and still no resolution. I will never purchase from Boohoo again and my advice, don't bother. you will lose out $

This is the SECOND time Boohoo has failed to deliver an order under their so-called “next day delivery” service. At this point, it feels completely misleading to advertise a service they clearly cannot provide consistently. Customers are paying extra for delivery promises Boohoo repeatedly fails to keep.

What makes it worse is the shocking level of customer service. Facebook Messenger was apparently the only contact option, and I was asked THREE times to send screenshots, only to then be told they “can’t receive images.” So after wasting my time, I had to type everything out manually instead. I was then told there would be a long wait for a reply… and they still never responded.

Boohoo seems far more interested in taking customers’ money than actually providing the service they advertise or offering proper support when they fail. Delayed orders happen, but poor communication, broken customer service systems, and ignoring customers afterwards is unacceptable.

If Boohoo cannot handle next day delivery properly, they should stop offering it altogether instead of misleading customers into paying for something they are unlikely to receive.

I’ve ordered from Boohoo for years and never had a problem, until now! The customer service is dreadful and through text message. I needed some comfy clothes as I’m heavily pregnant so I ordered two co-ord sets. I got an email to say the order would be delayed which was not an issue for me - these things happen. I then got an email a few days after saying the top is no longer in stock so it has been refunded. But I didn’t want the trousers without the matching top. I contacted the ‘customer service team’ and asked if the top could be resent as I checked and it was instock online. However, the price it was originally sold to me for had changed and I didn’t want to pay for another postage fee, especially as the decision was out of my hands. The replies from the customer service were awful - it takes up to a day for a one reply. Sometimes it restarts and goes to a bot when you’ve been waiting for a reply - very frustrating. I was told that the stock visibility could be incorrect on the website but if I wanted the top I would have to reorder. (Even though essentially the same thing could happen and I was lose money paying for the postage again). So I asked for my order to be cancelled but was told this couldn’t happen as it had already been sent. After trying to deal with ‘customer service’ for days, the finally order arrived (over a week late) and I set up for a return because I had enough of trying to ask for help. As I was putting it through, I could see that I needed to pay for the postage for my return. So, I messaged ‘customer service’ again and asked them to at least remove the fee for the return as the reason I was returning is due to them not sending the full outfit. It was all out of my control so unfair to get me to pay for the return. After all these issues and bad customer service I thought that this was the least they could do. I was told the fee had been taken off but when I went to return again, the postage fee was still there. Another advisor then said they can’t waive the fee. This is still not resolved as I’m waiting for a text reply which will take another 3 days. Worst customer service I’ve ever had. Will not be shopping here again.

Order a 3 piece tracksuit with next day delivery, didn’t arrive next day and when you go on evri it says 48 hour delivery so that’s a scam. Then tried to contact them through the AI chatbot which is about as much use a chocolate teacup, when someone finally contacted me they might aswell have copy and pasted what the ai bot said then just ignored my reply. Parcel arrived and 2 items are missing now the AI bot won’t even reply to me. Seems very suspicious for a ‘legitimate’ company

AVOID AVOID AVOID

I placed an order with them and chose to have 2-3 day delivery via inpost. Only after I paid did I realise that, as well as paying for the delivery in 2-3 days I had paid for the premium service which gives you unlimited next day delivery for a year. I hadn't selected this, why would I when I had already chosen delivery. I contacted them by messenger, this was what came up when selecting contact us through the account. Once I realised I was being replied to by a bot, I persevered with the bot who eventually passed it to an agent, Chloe. She explained that I could cancel this service and get a refund once I had received the goods. Received the parcel and contacted again, now they are refusing to refund even though I'm in the 14 day cooling off period. I've sent an email to customer service but they are also saying it can't be cancelled and I can't have a refund. What a scam company

Appalling company…’thieves’ is how I would describe them! When caught out they lie through their teeth, then ignore. I am always weary of companies that don’t have a customer help phone number. I should have stuck with my gut!! How companies are allowed to get away with practices like this is beyond me. I will be taking it up with trading standards! And until someone contacts me to sort the problem out I will post my situation everywhere I can. You don’t take peoples hard earned money and then not provided any of the items or services paid for…that is theft, if I did that I would end up in prison! Now I have done some research it seems a common practice for this company….avoid at all costs!

Would not recommend!

I ordered bridesmaid dresses from Hoxton Gal through Boohoo, but the order arrived a week late, meaning we missed the deadline to try them on. I returned the full box in its original condition with all dresses included.

After 6 weeks of chasing daily and being almost £1,000 out of pocket, I finally received a partial refund, but I am still £100 short. Throughout the process I was given conflicting information by both Boohoo and Hoxton Gal, and yesterday I was told that because it has now been over a month, the case is closed.

Absolutely ridiculous customer service. I have never experienced anything like it. Extremely disappointing and stressful to deal with. Do not use!

had a really positive experience with the Boohoo helpline team. They were polite, patient, and very helpful in resolving my issue quickly. The customer service representative made the process easy and kept me updated throughout. It’s great to speak with a team that genuinely cares about helping customers.”

Rubbish clothes sent squashed in a bag and received creased beyond belief - even a jacket and then I'm not even refunded the total amount. Total rip off! Never order from Boohoo unless you like wasting money.

DISGRACEFUL. Not even worthy of a 1 star.
I ordered a dress for an xmas party. When it arrived it did not fit and did not find an alternative on the website. I requested a refund after lots of back and fourth with chat agents to be told I could not have my money back, I had selected the gift card option.
I would not have chosen gift card as I never shop on Boohoo. I was told all they could offer was gift card and to be careful on what I select for future purchases. I reluctantly took the gift card option and went to use it this morning, to find out it only lasts for 12 DAYS!!
OUTRAGEOUS!! The company and CEOS are obviously profiting from returns and unused gift cards from hard working ordinary people. ITS SICK!!
There are other companies with much better returns policies that look after their customers.
I would not recommend, especially if you think you may need a return/refund. The policy is a shambles.
THIEFING MONEY GRABBING BASTARDS!

Terrible, you cannot speak to anyone but a robot, i was charged 9.99 for next day delivery but no sign of my order. Impossible to sort out as you cannot speak to anyone and the AI keeps spouting the same garbage.
DO NOT BUY ANYTHING.