boohoo Reviews 207,528

My uncle partially blind. He wanted to buy me a one of few items. Unbeknown to him they signed him up for premium service and charged him over £9 . It is not clear on the checkout that they add this and since then they have REFUSED to help. Bot messages, making him do the same bot thing over and over .
I HOPE YOU ARE PROUD OF YOURSELVES BOOHOO FOR RIPPING OF A PARTIALLY SIGHTED PENSIONER and refusingto help. £9 is a lot of money for him to lose. NO STARS NOT EVER.

Absolutely disgusting service.

Ordered and paid for next day delivery. Order took 5 days to arrive so when they arrived, I didn't even open the parcel, I just returned it. They're now claiming they didn't receive everything back.

Customer service is non existent.

When purchasing items for boohoo you’re asked to select a delivery that you would like I selected £5.99 option to have next day delivery. After purchasing the £5.99 delivery, they put my order through as a standard delivery which meant you couldn’t receive it until five days later. I still haven’t received my order now and is due to be delivered today which I think it’s absolutely disgusting What is the point of offering the year £5.99 when you can’t even use it when you buy your items as it says when you place your order. I messaged boohoo via their customer service on Facebook messenger as it was only this way or through WhatsApp five days later still no response. Absolutely appalled by their customer service.

Ordered a blk bodysuit only for it to arrive scrumpled up in a bag inside out. clearly had been returned.
where are their returns and dispatch department that goods aren't inspected before being sent out to the customer. i have emailed customer services about 8x complaining and sent pictures. still waiting for a response.

Terrible quality items and when trying to return not all the items appear on the returns portal for me to tick and say I want to send them back! Unable to get hold of anyone to help.
I will never be using this company again.

Absolutely shocking customer service from Boohoo. Avoid.

I returned items back in February:
- Tracksuit returned 11th February
- Shoes returned 13th February

Both were successfully delivered back to them and I have proof of postage and delivery, yet I am STILL chasing my refund now in May.

I should have received £55.48 back in total. After months of chasing, emailing and repeating myself over and over again, I was finally sent one £34 gift card. I am STILL missing the rest of my refund.

What makes this even worse is the completely inconsistent information I’ve been given by different customer service agents:
- One told me the voucher had expired
- Another told me a new one would be sent within 24 hours (it wasn’t)
- Then another claimed the voucher had already been spent

Every single response contradicts the last one. It honestly feels like nobody reads previous messages and they just send copy-and-paste replies to get rid of customers.

I have spent MONTHS chasing money that is legally owed to me. No customer should have to repeatedly beg for their own refund after returning items correctly.

The lack of communication, accountability and organisation is unbelievable. Looking online now, I can see so many people experiencing the exact same thing, which is really concerning.

I used to order from Boohoo regularly, but after this experience I genuinely will not shop here again.

If you return items, be prepared to:
- Wait months for refunds
- Constantly chase customer service
- Receive conflicting information
- Still not get your full money back

Absolutely unacceptable.

Absolute crooks!! I ordered a set in a size 6 and they sent me the top in a 14. Now they’re refusing to cover return shipping or the original shipping cost saying the “order was successful” when they sent me a way larger size. I’ve had to contact the Amex fraud department as their customer service is so incompetent. I’ll never order from them again.

I’ve shopped with Boohoo for a long time and usually have a good experience, but lately the own brand quality has been a bit up and down. A couple of tops faded after two washes, and one pair of joggers had a pocket that was slightly oversewn, I just had to rip the thread, but it was still a bit frustrating. The hoodie I ordered also had a sticky print that stuck together.
I’ve also noticed the colours online often look brighter than what arrives.
There are still some lovely pieces, but the quality doesn’t feel quite the same as it used to, especially since other brands/labels were added to the site. I’m hoping the own brand range gets back to the standard it used to have, because I’ve always liked shopping here.

Disappointed with Boohoo, used to be my favourite brand, ordered at LEAST once a month often more. They have some really nice designs at the moment and have upped their game in that respect, but the sizing is so off, sometimes I am a large, extra large or medium. In 2026 such a big brand should have an option to order a set with a different size for the top and bottoms. Have been a premier customer for probably 5 years and although they now started offering next day delivery they didnt for a while. They may be a fast fashion brand but some of the fittings and sizes are awful, the prices have gone up but the quality hasn’t improved much, just a shame because I now order twice or 3 times a year, with every order theres always something having to be returned and not being able to exchange co-ords is a shame because stuff I really like has to go back. What used to be my favourite brand I’d spend usually at least £100+ on every month, I just can’t buy from as the fitting and sizes are awful. I always have brought their co-ords but the top fits and the trousers don’t or vice versa. Made a recent order after not buying for months and after this order I sadly won’t be purchasing again. Takes a lot for me to leave a negative review but its a shame how hit and miss it is. I have some clothes from boohoo I’m still wearing I purchased years ago and then other stuff that doesn’t last more than a few washes even if it does fit. Feel sad more than anything that I can’t trust in the brand anymore :(

Now i know why this company is called Boohoo, cos they'll have you crying with frustration! If I could give 0 stars I would.

Ive sent a total of 5 emails informing boohoo that I have not recieved my correct refund. They left off one item that i returned so owe me £10.80 still for one dress(I sent 3 back in total and got refunded for 2). The response im getting keep asking me for proof of postage which ive already sent 3 times or telling me ive already recieved a refund(which i have but not for the correct amount). Clearly if they've recieved the other 2 of the three items sent(which were all in one bag) then they know they've recieved my return and should be held accountable for either misplacing that item or missing it off the refund. Its honestly so fustrating having to go through the loop of this daily and them not listening or accepting they owe me money. I just want my money back. I shall be escalating this as I just cant seem to get anywhere with customer services. I wont be using this company again, they used to be good a couple of years ago. I also signed up for premiere which im annoyed about.

Oh and as they keep asking for tracking info that I have already screen shot and sent 3 times, I'll put the number here so they can clearly see it as they seem to keep missing it on the emails Evri H00H2D0108423897

The order number is UK1127507052

If anyone from Boohoo would like to do the right thing and get in touch...

Very bad experience. I returned the products and after a month and a half I still haven't received my money back. I’ll never buy from boohoo anymore

I simply wanted to cancel my order, but Boohoo wouldn’t let me.

I then contacted Customer Service where it took them over 24h between each reply! To make matters worse, the people replying weren’t even reading my conversation properly (asking for detail I already provided).

I finally thought it was sorted when I was given returns instructions - only to find that they are expecting me to pay the returns cost!

Terrible service

Avoid choosing the “refund gift card option”, even with the extra 10-20% offered. Boohoo are extremely slow at issuing the gift card, it took longer than a normal refund to my bank account, and you only get 90 days to use it.
Another thing to be aware of: if you select a gift‑card refund for any item in your return, the entire return is automatically switched to a gift card and you can’t change it back.

In my case, I already had items I wanted to repurchase, but because the gift card was issued so late, those items went out of stock before I even received it. Over the 3‑month window, they never came back in stock and there was very little available I wanted to buy. The gift card has now just expired when there are items I want, so I’ve effectively lost my own money by choosing that option and you’ll probably need more than 3 months to locate something to utilise that gift card for and boohoo won’t extend by a couple of days if you do find something just outside that 3 month expiry.

Going forward, I’ll always choose a standard refund so I’m not restricted by a short time limit or left unable to buy items because they’ve sold out before the gift card arrives. While also being out of pocket by the dreadful offer and process of issuing for this refund gift card as boohoo aren’t quick to issue it. Therefore there is no real benefit in gaining the gift card over actual refund.

Really helpful customer service team - very promptly sorted out a return enquiry I had via email, even at 8pm on a Sunday!

Would leave no stars if possible.
I paid next day delivery now got it for a year not that I will be needing it. So paid next day for my parcle not to arrive next day been two days trying to talk to some one on messenger I keep getting small replays after hours of waiting but nothing else. I have been told that next day delivery doesn't apply to marketplace items but nowhere when I was ordering does it say that and when I asked for my next day delivery back they told me I couldn't because it's still coming as planned tomorrow which I might add is bank holiday and the parcle is still in process. I just want my money back as I have been miss sold next day delivery I won't ever be buying anything from there again so I no longer need it. What a stupid customer service as well you can't talk to any one just message a bot then wait 7 hours for some one to contact you and then you can't talk to them because they send a quick message then leave! What a joke of a company.

After a previous bad experience with Boohoo I decided not to order anymore but I foolishly went against this and placed another order. I had a funeral to attend on Saturday and some black trousers I’d ordered arrived in such a poor condition so I returned them at a cost of £1.99 to return. In desperation I ordered some more on Thursday for next day delivery on Friday. I paid for yearly premium delivery to ensure I’d get them on Friday to wear on Saturday- they were a no show and today is Sunday and still no parcel. I’ll be returning them anyway now as I won’t need them which takes me to my next battle of getting a refund!!! With Boohoo and Evri together what could possibly go wrong - two very unreliable chaotic companies together. You have been warned.

I placed an order and realised immediately that I'd made a mistake with the delivery address. I contacted within five minutes of the order being placed, acknowledged my mistake, that it was totally my fault, and asked if they were able to change the address, or cancel the order so that I could re-order. I work in online retail customer service so I know how simple that is, regardless of whether orders are sent straight to the warehouse, whether they're due for delivery the next day, or not. Any good CS team will have the ability or a process for communication with the warehouse, or ops team. Not Boohoo though.... because they 'so helpfully' send the orders straight to warehouse for quick dispatch, there's absolutely no way for them to do anything at all. Even though the order wasn't due for delivery until four days later.
The address that I mistakenly ordered to is over two hours away and Boohoo's only suggestion is that I go there and retrieve it once it's been delivered because there is no way that they can cancel an order. Apparently that's more straightforward than them having any process of cancellation prior to shipping, or delivery. I was also advised to ask the courier to change the address for me, but they have no ability to do so either and sent me back to Boohoo.
The CS team is really poor, sending only copy and paste jargon messages, rarely reading any detail in the customer's message, and taking hours to reply.
This was such a simple mistake that should have been so easily rectified if the customer's post-sale experience was important at all to the company. It clearly isn't.

Awful and corrupt company. Ordered 3 things from them along with unlimited delivery for a year. They sent me the wrong size top so I sent all 3 things back. They only refunded 2 of the 3 items. The only way to contact them is through Facebook messenger…you can’t even call them! After no response for over a month I’ve finally had a reply that is someone completely useless not able to understand what the issue is and not getting anywhere. It’s caused stress and I will NEVER, EVER use boohoo again. They’ve majorly gone downhill. I will be taking it up with trading standards.

I’ve always enjoyed shopping with Boohoo, which is why this recent experience was so disappointing. I mistakenly believed my gift card was valid for 12 months, only to later discover it had expired after three months.
When I contacted customer service, I explained the misunderstanding and hoped they might be able to help. Unfortunately, I found them unhelpful and lacking in empathy.
As a loyal customer, I expected a more understanding and customer-focused response. I still like Boohoo’s products, but this experience has left me feeling let down.

Top notch customer service team, responded to me email almost instantly (even tho it was a Saturday evening). Very impressed.