Placed a very large order of over £400, was recommended as they offered a lot of tracksuits so wanted to get a few and see which I liked/ disliked to return etc. There was 14 items altogether in my order. I received 6 items out of the 14! 2 when I chased this were apparently OOS so I'd be refunded for them. Fine ( this also wasn't done until I messaged to ask where the other items were) upon opening this complaint for the rest of my missing order totalling £250 I have basically been called a liar and they've refused to reply to anymore of my emails as they've checked their footage in the warehouse x3 times and all items were sufficiently packed. They however cannot share this said 'footage' due to GDPR. Cannot give anymore information on escalating the complaint or what address where to send a letter too! They just expect me to give up and pay the money just because they've got a a video. Seems it's a recurring fault with BOOHOO by the looks of other trust pilot reviews. Customer service is rude and abrupt and I honestly don't usually complain as I work in customer service myself but my god this is the worst treatment from a business I've ever seen I will be taking this further with the ombudsman. This business cannot keep getting away with scamming people. It's such a shame they think they can get away with things like this, it's been such a stressful experience that I really did not need.

While on the app today I tied to place an order however it wasn't accepting any of my card so I used my computer to order on the Web page. As a student I try to save money and used a promotion code however as my previous attempts had not been successful it said my promotion had already been used so I waited and after waiting half an hour my basket had disappeared. I repacked my basket and entered the promotion code which was this time accepted I ordered and received and email to say I it was accepted however I now had 2 orders on my account. When contacting Boohoo they said they couldn't cancel my order and I would just have to return what I wouldn't want however I have now had to pay £10 for delivery for 2 orders I dont want and they cannot offer me any compensation for the delivery fees or double order as reson 1) the promotion shouldn't have been accepted in the first place and reason 2) it was my choice to order it twice. Very disappointed

I have been attempting to resolve an issue with pricing and false advertisement of a product. I get bombarded with emails about discounts and then once I use them and play by their rules they switch things up and charged me a higher price.
Beware and triple check your order before you hit send. Read all the fine print disclaimer and then do it all over again to make sure you know what you're getting into.
They do not have an exchange policy and they charge you a fee to return items(even if you need to only exchange them). Then you have to repurchase them with another shipping fee added and hope the item is in stock for the size you need; that may be a higher price then when you originally purchased it.
The company does not have a direct customer service number, the chat feature is a joke and the answers you get back from email are all scripted to be your fault or you just have to keep the item.
I chose an item and received something different than what was shown in color and design, it's only when you scroll to the last image that they show you what you are really going to receive. Unfortunately I didn't see that until too late.
I have been extremely respectful and flexible in my communication asking only for a price adjustment on the items so I don't have to incur another unnecessary return charge, but to no avail has the company been reasonable. I get a different customer service person every single communication, which is by email only. I have communicated with them seven times and it has gotten ridiculous. I believe the site is a scammer in a sense. I have received some products but they are ill fitting to the point I would have to spend more money to get them tailored to fit properly.
I also attempted to get an garment that had featured eight photos, I reached out to customer service and was told that they may have some items that are a shade or two darker or lighter. This item was completely different in color and style. Rust and white are not the same; no button to three buttons is totally different.

I want to stress be extremely caution and mindful when dealing with this company.

I wouldn't even give it a star if i didn't have to. I saw someone on Instagram make a purchase and i loved what she got so i bought the same. They sent it out pretty fast from being from the UK. First order of pregnancy clothes so I'm excited. I'm tracking the order and says i was supposed to get it May 4th, waited a week and no movement. Fed ex says it's in TN. Called up customer service and they said the shipper sent out an empty box. I contacted boohoo and they said they had to wait until the 17th. I waited. Nobody reached out to me. I reached out to both fedex and boohoo. FedEx can't do anything without the permission of the shipper. Boohoo "couldn't contact fedex" so i had to wait til the end of the month. Literally the last day in order for them to "investigate" then they said they could either give me a refund or resend the package. I wanted to give them another try and i really wanted the clothes so i asked for the package. They returned my money for one dress because it was no longer in stock. Then they ended up refunding my full order because "nothing was in stock" i checked the site and sure enough, everything was available. At that point, boohoo lost my service. I'm not one to give bad reviews but this really was the worst experience I've ever had with an online company. The only good thing was that they actually refunded me my money back. I've told all friends to not shop here, it's not worth it.

I love Boohoo, and the fact that they are European and have better fashion sense than the boring clothes in the mall here in Canada.
I have ordered multiple times and although their sizes do vary alot depending on what you order everything is great and you get what you pay for.

My third Boohoo order stopped being scanned in tracking and got lost somewhere in the UK. I contacted customer service and without skipping a beat they fully refunded my money (as a few items were out of stock) so that I could reorder, which of course I did.

Just recently I made my biggest purchase at Boohoo. After 3 days of my package being "delivered" and the shipping company not caring at all I contacted Boohoo. In no time they replaced my order that I did not receive. I am grateful to them for this as I was planning on wearing the clothes to my grad photos, and now I really can!
Amazing customer service.

P.S. It WAS the shipping company's fault, so if it doesn't show up to your door that is why! A week later I got the package to my door with a note saying that it got dropped off at their house (similar street name, but not close to my address).
Not sure why it took so long for them to get it to me but Canpar (shipping Company) dropped the ball hard on that one.

Although I am so grateful Boohoo was able to resend, I will be sending it back as my package was found, albeit at the wrong location.

My order was over $200 which qualified for FREE standard shipping but I wanted it within a week so I paid the extra $21.99 for the express shipping. The website states that express shipping would take up to 4 days within metro areas which I am in.

It's been 8 days since I've placed the order and I've been back and forth with their customer service team since Thursday (it is now Sunday night). I've spoken to 4 different people from the customer service team and none of them have been helpful.

I asked for a refund of $21.99 for the express shipping as I'm still waiting for my order to arrive. They instead offered to refund me a mere $7.00 for the difference of express and standard shipping even though standard shipping is still free for orders over $80! This doesn't make sense to me at all!

I've bought from them a several times before and have been for years knowing that the quality is very cheap and nasty but I was ok with for the prices I was paying (you get what you pay for). Their clothing is not made to last and nothing I've bought from them have lasted more than a few wears. Pretty much just falls apart after washing, super thin material, almost every women's piece is so thin that they're literally see-through (even black pieces).

This was the first time paying for express shipping and I regret it. After this experience, I will never shop with them again. I've wasted money, time and it's been so frustrating dealing with their so called customer service team.

You've been warned! Do not buy from them! Shop elsewhere! They don't care once they've received payment.

Crap quality clothes and horrendous customer service. Late shipping and refuses to refund for it.

Absolutely rubbish.

I've made my purchase on Thursday (Mar 30) and paid for the next day delivery. I'm moving back to Brazil in a few days and because of this I paid for the next day delivery. Unfortunately the delivery wasn't arriving in time. So I decided to look for some reviews about the shop, as that was my first purchase with them - and I saw really very bad reviews, so I start to be concerned. Most of reviews was saying that they do NOT deliver the purchases or that the clothings come in different sizes etc. I went onto the Customer Service and sent a text - quickly I had an answer and we were in touch basically all day long, trying to solve my issue. Today, Sunday Abril 2nd, I've received my parcel and all the items are in the right size, with no one damage, very good condition and quality. Also they gave me back the money that I had paid for the delivery service.
Basically - the parcel wasn't arrived in time, but 2 days after, but at least that IS arrived and I'm very glad to have that wonderful clothings now. I don't know if I'll have new purchases with them because this experience was quite terrified - but it was because of the bad reviews, and not because of the service.

Dear Boohoo Customer Service,
I am writing to express my profound dissatisfaction with the service I have received from Boohoo. My recent experience with your app and customer service has been extremely frustrating and disappointing.
On May 22,2024, I downloaded the Boohoo app specifically to take advantage of the advertised free next day delivery. However, after placing my order, I discovered that I was not eligible for this service and was instead charged £7.99 for DPD 48-hour delivery. This was already disappointing, but my experience only got worse from there.
Shortly after placing my order, I received an email from Boohoo confirming that my order was being processed. To my dismay, I noticed that the app had used an old address where I have not lived for over 18 months. This order is quite costly, totaling over £100, and I immediately tried to rectify the situation.
I contacted Boohoo through multiple channels—Apple Chat, Live Chat, and email—starting from the moment Live Chat opened at 9:00 AM. Despite my prompt action, I received no assistance whatsoever. I was instead told to contact DPD to change my delivery address. However, upon checking DPD's website, it clearly states that only the sender can change the delivery address, not the receiver.
I relayed this information to the Boohoo Live Chat representative, only to be told that there was nothing Boohoo could do. This lack of accountability and unwillingness to assist is unacceptable. If my parcel is delivered to my old address and accepted by the current residents, I will have spent over £100 for someone else to wear the clothes I ordered.
This experience has left me extremely unhappy and frustrated. Boohoo's lack of concern for their customers and their inadequate customer service is appalling. As a loyal customer, I expected better and am deeply disappointed by how poorly this situation has been handled.
I demand immediate action to resolve this issue. Boohoo must contact DPD to change the delivery address to my current address or refund my order in full. Failing to address this issue will result in me taking further action and considering other options for sharing my experience publicly.
I look forward to your prompt and satisfactory resolution to this matter.
Sincerely, Karen Field

Ordered some items and paid for next day delivery for the year. Items never arrived the next day, contacted boohoo who apologised snd said they would arrive the following day. Nothing. Again contacted boohoo but this time no reply.

Third day I received a text to say the parcel was out for delivery and then another to say delivered. But I still had no parcel, called Hermes who offered no help and likewise contacted boohoo whos tone then completely changed. Treated me as if I was lying and trying to pull a fast one and as such provided no help or advice. I understand that the delivery issue was down to the courier but I purchased from boohoo and a little help or advice would have been expected.

4 days later finally managed to find the parcel, even though Hermes changed their tracking to say parcel hadnt been received and boohoo still helped in no way at all. Parcel had been delivered 17 doors down to another shop, luckily the shop owner brought it to us after we hadnt collected. But no card left or lnoweledge of where the parcel was from anyone at Hermes or boohoo.

This place is a joke. They play games with your order and return. Their website is ALWAY not working for returns. Then they responded without answering your questions. DO NOT ORDER

If I could give no stars I would. I ordered multiple things and immediately realized I had the wrong size. I emailed customer service so they could correct this mistake before my items shipped. They responded (quickly for once) and said this wasn't possible and that upon delivery I would need to return the items. They also don't do exchanges, so not only am I paying for the return shipping but I also will need to wait for--according to other reviews-- a very long time to receive a refund and order the correct size. That's not even the worst part.

My order shipped on the 16th of October and was to be delivered in 8-10 business days. On Friday the 20th of Oct the tracking info said it was delivered... never received it. I received an email shortly after from Boohoo saying they lost the package and were trying to solve the issue. Not too long later another email saying it was located and on the way. It has been 3.5 weeks (15 business days) and I still have no package or updated tracking info since the 19th of Oct. I reached out to customer service twice about this and they said they were looking into it and would get back to me in 5 business days, 5 business days later and no response. I reached out again saying I needed a refund immediately and they said they would reach out to claims and get back to me by COB. No response.

It's beyond me how a company that is worldwide and probably receives a lot of business from online customers can have such terrible customer service and delivery. UNACCEPTABLE. Will not be a returning customer, at this point I just want my money back.

Terrible shipping, never even received my product. If i could rate zero stars trust me I would. Don't purchase anything from here, ever.

Long time shopper here. Typically; I dont order anything for events from this site. They are located in the UK so my attitude has always been "ill wear it when it gets here". Well after deciding to treat myself; I ordered roughly $200 worth of merch on 3/11. I was given the shipping options and once again didnt feel the need to opt "express shipping" as I havent had any real issues in the past. Well here we are 7 business days later and my tracking information hasnt been updated since the package was received by the carrier. I contacted them and was told "contact the merchant". I did as instructed and low and behold Boohoo doesnt offer a number to call as their customer service agents know even less than you about the status of your package. I was told to "wait until 4/7" and if the order hasnt been received THEN i could be refunded or reordered. WHY would i give them the opportunity to once again not fulfill my order? I asked could i atleast be credited back the cost of shipping in the meantime because NOWHERE on their website does it say an order could potentially take almost a MONTH to arrive. I was told "please just be patient and reach out to us on 4/7 if the package hasnt been received". So thats 20 days time given to fulfill a $200 order and then an additional 5-7 business days to refund my account? Im confident i wont EVER shop with them again. BUYER BEWARE

Somehow I got directed to boohoo.com via Pinterest. They were having a 50% off sale, so I decided to take a chance. Mind you, I had not read the reviews or I probably wouldn't have. I guess I got lucky considering all the issues everyone else seems to have. I ordered a peplum dress and a jumper. The total was $40, so I wasn't exactly expecting the highest quality for such a low price. I didn't pay for expedited service. I ordered my items on 4/5/17 and I received them on 4/14/17 (estimated delivery was 4/12/17), so my items weren't super late. The quality seemed to be what one would expect for the price but everything was in good condition when it arrived. I actually just noticed that the print for the dress is slightly different than what was advertised, but it's still really pretty and it doesn't bother me since the color scheme is still the same. Would I order again? I am not sure since I feel like maybe I got lucky. I am not sure if where you order from makes a difference. I am in the US - NC and my return site is Atlanta, GA which is only a few hours away.