boohoo Reviews 206,782

As per the many other reviews here, I recently returned an order to boohoo and despite KNOWING FOR SURE that I picked the ‘refund to the original payment method’ option - they have still refunded me by gift card. DO NOT ORDER FROM BOOHOO if you think you may need to return anything. ITS A SCAM - and I will be taking this further.

Awful customer service.

I pay for premier delivery which means I don't pay to return.

I created my return back in Jan and was being charged so messaged on Facebook and spoke to someone who created the return for me.

I originally paid for this order via Klarna and paid the remaining balance of the one item I kept from a £100 order.

I went on my Klarna to see that my payments were overdue as boohoo hadn't confirmed the return. When I messaged customer services I was told that I opt for a gift voucher which I never did as they created the return on my behalf.

Now they are refusing to refund me and making me keep a gift voucher.

They created the return so they are at fault.

Replies from customer service are shocking, you ask for a manager or complaints team and get ignored.

They don't read your messages properly before replying.

Horrendous - scamming people with gift vouchers for returns.

I arranged a return and selected the refund to the original payment method. After waiting longer than usual for the refund I contacted customer service on WhatsApp to be told I selected a gift voucher. I would not EVER select this refund method. I stated this to customer services and was told it could not be changed. From reading reviews it would appear that boohoo are dishonesty authorising refunds as a credit voucher so as not to lose the sale and that this is a common problem for many customers. The time frame to use the voucher is only 90 days where most companies offer 12 months. Not the point however, as I did not select this refund method. Having worked in retail for various online companies, I'm also aware that this can be changed and the customer can be refunded to the original payment method. It would appear boohoo are actively being dishonest and do not value their customers at all.

If I could give less than a Star I would. My gosh their customer service is pretty much non existent!!
It was my first time ordering off boohoo and it's my last. I ordered some trousers,they send sparkly gold shoes ...how ? How can you get those two mixed up. ! I've tried to contact customer services and all I get is " we've got a high demand please expect a delay " 🤦🏼‍♀️doesn't specify a certain timeframe for delay...some have even said they've waited months for a response. It's absolutely disgusting! For such a big company You should be able to live chat through their website like you can with shein and other clothing places. and sort it there and then, or even through messenger or email.

ABSOLUTE SCAMMERS!!!!!!!
I requested a refund to my original payment method; however, I was instead issued £189.42 in gift cards without my agreement. Despite contacting customer service to have the refund returned to my card, the issue was not resolved.

I ultimately decided to use the gift cards, only to discover that a PIN is required to redeem them. No PIN was provided in any correspondence. I have since contacted customer support again but have not received a response. This experience has been extremely frustrating and has left me dissatisfied with the level of customer service provided.

Yet another bad experience from boohoo.
I had no intention of shopping with them again but since last time they refunded me via gift voucher rather than the original payment as requested I needed to use it.

I received my order today and of the 5 items I ordered 1 wasn’t sent at all and instead of the pair of boots I ordered they sent me a scarf.
The scarf was in a bag that said wide fit square toe heeled boots but was definitely a scarf inside.

What moron sends a scarf in place of boots.

I swear they get worse every time I shop with them

My order never arrived, and Boohoo are refusing to refund me despite clear evidence that the parcel was never delivered.

The tracking now states “returned to sender.” Despite this, Boohoo are still refusing to help or issue a refund.

Their customer service is completely unacceptable. Every reply I receive is generic, clearly automated, and avoids actually addressing the problem. There is no accountability, no urgency, and no real attempt to resolve the situation.

I am now left without the items and without my money. This has been a frustrating and stressful experience, and I will not be ordering from Boohoo again.

An update for people still battling to get their money back. I managed to get mine refunded but it was a long process. I messaged Boohoo using messenger and WhatsApp relentlessly. The outcome was the same, they said the case was closed due to ME selecting gift card as refund (we all know this isn't true)
Don't give up here. You need to email groupcomplaints, dan.filey and carol.kane (all at boohoo dot com) You need to state within your email: "If the store credit option is a pre selected default option, then please note that a pre selected default does not count as consent under UK consumer law. A voucher refund is only valid if the consumer actively chooses it. A default option is NOT legally binding as it is not actively chosen." Also open a case with Resolver and report to BBC Watchdog.
They cancelled my gift cards and refunded to Klarna, but they still stated that it was my fault for selecting gift card. Hope this helps.

Horrible service! Do not trust and be careful with your refund!
1. I’ve paid for the next day delivery and the delivery was delayed for several days!
2. The wrong item was delivered and when communicated with boohoo I’ve received no reply to it or my questions are being ignored.
3. The refund system automatically chooses the refund method as a gift card and does not give any other option to process the refund. I can’t even get into a page without skipping gift card refund option! Due to 14 days refund policy, haven’t received customer service reply on time so had to process!
4. The refund hasn’t been awknoledged for over a month after I’ve started chasing.
5. All of the above concerns were ignored and I was given a gift card that I don’t want and don’t need!
Now it’s a day 2 and they are ignoring my request to raise a complaint and in their words “deem this matter as closed”!
It’s not closed and I want to raise a complaint!

Bryn and Mary Jane you should be ashamed of the customer service service that you are providing! Very disappointing

Lets all report this company for breaking the law and stop it happening to others.
Report to:
thismorning
watchdog
ITV News
financial-ombudsman
Report to Trading Standards using the citizens advice
Also use X to post complaints
Use resolver to try and get refund issued.

Once again I am having a nightmare returning my items. I have had a ln email co forming my refund to a credit note which I did NOT select (I didn’t even see a section to have the option to select) I contacted customer services on Monday had a robot reply I asked to speak to someone and got a reply on Monday middle of the night by a person, I message back Tuesday am and am back to the robots! We’re at Wednesday and just sent a message chasing to which I’ve had to start all over again with my enquiry. Customer service at its worst

Boohoo are nothing more than scammed who disregard consumer rights to return something within a 30 day period. I bought something that didn't fit, its impossible to get through to customer services or to get a returns label. You just go through to ai generated responses asking for all kinds of rubbish like photos of the item, packaging etc.. then when you say the item doesn't fit they say that you cannot return for that reason!!! Ridiculously floating consumer rights laws. Avoid at all costs. Now I know why FB marketplace and vinted is full of people selling Boohoo items!

Will not refund me to my original payment method! Keep saying I requested credit to my account when I didnt!!!
Keep getting told I will be refunded and then the next email get told im receiving credit.
I DO NOT WANT THE CREDIT.

Still owe me over £300!!!

manufacturing issues and customer service is terrible. All AI and virtual assistants that don't know what its doing and the responses from a real person are slow. 18 hours and no response, absolutely ridiculous

Didn't receive my items. Every time you reply to their messages on Messenger, it give you an automated response which starts the questions about your query all over again. Going round and round in circles.

Won't buy from them again.

Useless.

Will be contacting my bank to force the refund.

Worst customer service
Would not answer messages for days

Ordered online, all ok. Then got an email to say that half my items were out of stock. What’s the point in letting me place the order then???
Paid for next day delivery. Still one week later and nothing 😢

An item bought through Debenhams online, now owned by Boohoo has been returned. I have been promised a refund which hasn't arrived. I've tried to get back on to them to rectify this and have got stuck in a loop of very unhelpful messages that make no sense and are not answering the issue. This refund is never going to be honoured so I've reported it to my bank.
BEWARE OF THIS AWFUL COMPANY

If I could give zero stars I would, been a customer for years and never had a problem. Purchased through Klarna recently and returned the items, been given a gift card which they said I selected and did not and my returns summary says refund, refusing to refund to original payment method, then said they would and have gone back on it. Constantly being ignored and have raised complaints directly and with resolver and still being ignored.
Absolutely appalling service and treatment to a longstanding customer, there isn’t even an option to select a refund method when I’ve returned it, therefore I have not given consent under consumer law and they are in breach of this.
DO NOT USE, I will not be a returning customer and I have paid for premier

I have had to raise multiple issues, repeatedly explain myself, go through an AI bot, and then speak to an agent who simply repeats scripted responses. Please take the time to actually read the message from your customer and address the specific issue being raised.

I have provided clear evidence that you emailed me confirming my returned items were received and that a refund would be processed. Despite this, I have still not been refunded.

It should not be difficult to review your own correspondence, verify what has already been confirmed in writing, and take the necessary action to resolve this properly.

Additionally, the gift card refund process is extremely disappointing. I did not request a gift card, yet one was issued for my return. I am now being told it has a 90-day expiry date. This is not acceptable, particularly when I was expecting a standard refund to my original payment method.

This experience has been frustrating, inefficient, and unnecessarily complicated. If this is the level of service customers can expect, it raises serious concerns about the future of your business.

ALSO: do NOT come back and say "We are sorry for the inconvenience caused, please reach out to our customer service team and we can support you" because that AI crap is not helping.