boohoo Reviews 

Absolutely shocking, DO NOT order from boohoo. Returned an item, have proof of this, AI Chatbot keeps asking me the same question, it’s basically theft at this point

Absolutely awful customer service. 2 out of 4 items were not as described, and when I emailed them, I got a reply about making a return (at my own expense!). I emailed again, and they replied with the same message! They kept asking the same questions and every reply took 1-3 days. After NINE DAYS they finally agreed that I can return one of the items for free, but said they "unable to identify any fault with the item", even though there was an obvious error with a seam/cut. They wanted me to return them separately and pay full return fee for the other one! Insane behaviour.

Ordered four dresses however only three arrived in poor condition (internal bags open and dresses screwed up inside with tags hanging off) Contacted customer service to report the missing dress. They told me all dresses were packed and delivered as they had watched their internal CCTV and they were ‘confident’ in the delivery company. Complete fraud and now won’t refund the missing dress. Terrible service - avoid at all costs!

Placed a large order with Boohoo. It is no way clear on their website that you have to return everything individually to the brand, processing lots of returns and portals, which is SO time consuming. Plus the junk mail you get from every brand they sell is crazy. Will never buy from them again

Item missing from order which they are insisting I pay for, I reported it as missing as soon as I opened the package, the AI bot failed to resolve the issue 3 times, I repeatedly asked for a human to help with the issue, it has been over a month and no one has contacted me, I’m stuck in a cycle of reporting it with the AI bot and no one actually fixing the issue, they payment is due for a dress that never arrived, boohoo are stealing from me. Appalling.

I purchased several items from Boohoo but i decided to return a dress i had ordered using their paperless drop off service at my nearest Asda. The value of the dress was for £107.10 but for some reason they refunded me for another dress I had never returned that had a value of £13.40. Which i don't understand how you can confuse. I complained to their customer service but they told me they will not issue me a refund as lack of evidance! even though i have all the evidence i need!!! I will never be using this awful company ever again! I will make sure no one else does!

First time customer to this site. Bought a black jumpsuit, US size 12, received a 16.

I contacted customer serivce to report the wrong size and asked for them not to charge me for the return since the error was on their end. They replied that since I ordered a 16, they would not be able to provide free shipping. I had to send them a screen shot of my receipt which clearly showed I ordered a 12, and then they agreed to comp the shipping.

In the meantime, I placed a second order, again for a US size 12, and paid for Fedex 3-day shipping, as I originally ordered the jumpsuit to wear to a business conference. On the day I was supposed to receive the order, I checked the tracking, and the order was stuck in customs in Dallas. It remained stuck there for 5 days. Needless to say, I did not receive the order in time. When the order finally arrived, it was the wrong size, AGAIN. So now I am returning this item again.

I have placed the order for a third and final time. It is a nice jumpsuit and exactly what I am looking for, so that is why I keep trying. I hope the 3rd time is the charm.

What I think the issue is is that they have UK and US sizing, and someone at the warehouse keeps messing up or their labeling systems are not accurate.

I placed an order on 15th May 2026 and it is now 11th June 2026.
I have not received my items.
I have tried getting in contact on multiple platforms - SMS messenger and email.
Via email I have been asked to lodge a return - I have nothing to return I want a refund!
I am only getting bot general responses getting me nowhere and no actual resolution.
I just want a full refund including shipping and to speak to an actual person.
Terrible service.

Beware: Incomplete refunds and poor customer service. I returned 7 wedding guest dresses in one package, but Boohoo only refunded me for 5. Trusting the process, I didn't check my bank statement immediately. I discovered the missing refund weeks later when tracking a different order. Customer service is now refusing to help because the return was over a month ago. Essentially, they have kept my items and my money. Double-check your return receipts!

EDIT: I sent a complaint email to customerservices@ boohoo.com and they refunded me for the two items they initially failed to process. Would encourage you all to do the same if you've faced a similar issue

DATA BREACH - BOOHOO sent me a coat with another customers bag in the pocket must have been from a previous order so I can see the previous customers name and address this is a security breach and they are not replying to assisting to my emails I don't think they understand the Importance

got conned into paying a extra £2.99 at checkout on top.of the delivery charge as boo hoo say you have to opt out of damage/lost or stolen so beware delivery will cost you double and they wont rermburse it if items lost/damaged or stolen its down to them anyway CON CON CON BEWARE THE EXTRA £2.99 U HAVE RO OPT OUT BUT YOU GET CAUGHT AS YOU DONT EVEN SEE IT

Aside from the "Linen Look" trousers that very much weren't Boohoo didn't make a refund until I chased them twice including sending proof of delivery and threatened them with raising a PayPal case.
They also charged me £4.98 for the return despite advertising the cost as being £1.99.
So for quality and customer service I have given them 1 star because you cannot choose zero!
On top of that I unsubscribed from their marketing emails (that I never signed up for) three times on the website and they still kept sending them every day, sometimes twice a day.
No apology by the way and no guarantee of being unsubscribed either.
Finally they say refunds can take up to 21 days to appear...
Recommend they are best avoided.

You might also want to avoid the following who are in the same group

Pretty Little Thing, BoohooMAN, Debenhams, Karen Millen, Nasty Gal, Oasis and Warehouse

Very fast response and very helpful after my enquiry.

Items arrived fairly promptly. Was happy with one, but the other was not what I was expecting from the picture, so returned. Bit of a faff as I don't have an account and ordered as a guest. However, once I figured it out it was ok. Waited a week for them to say that they had got it and to let me know, eventually contacted customer services. Finn, bless him, replied promptly to say that it had been received and was in the process of being refunded. Full marks for customer service, less so for complicated returns procedure. And why no phone number? Would have been much easier with one.

Good customer service. Kai was such a great help when I contacted boohoo on instagram for help and came across very nice!

I liked how quick the items arrived.
Unfortunately because the shoes didn’t fit I had to return.
It’s taken me 2/3 hrs to get to the return being actioned by Kai.
After she looked into the request I had sent.
The return portal wasn’t working it needs replacement ideas?
Thank you to Kai for giving me good customer service. Just awaiting monies returned ( obviously when I’ve actually returned them .

If I could leave a zero star I would there customer service is shit!

First off I paid for next day delivery which they failed to do took 48hrs for me to even get a response from an actual agent… THEN when I finally got the order it was the wrong item!!!!!! Now taken over 48hrs for an agent to respond which I am still waiting to hear from.

Don’t waste your time !!!!

I bought a faux leather coat. When the item arrived I was happy with the style and quality. Part of the design feature of the coat was the leather straps around the wrist part. One of them was missing. After days emailing over and back they decided they would refund me 50% of the cost. I didn't request any refund I wanted the strap but they said they wouldn't send me the strap and basically just accept the partial refund or send it back for a full refund. The coat is really no good to me without the design feature which caused me to choose it in the first place. Very disappointing

Horrible customer service.... no better way to put it, simply Horrible

I ordered three body moisturisers from boo-hoo they arrived completely smashed which is not a surprise because if you put three large plastic items literally just in a plastic bag and expect it to get through the post it’s not going to arrive in perfect condition. I am so upset I paid over £82 for these products and they are fit for the bin now if I do not get a full refund or exchange I will take matter as much further. I do not recommend this company. They do not have a telephone number to call them and I cannot see anywhere where I can contact them. It’s beyond PATHETIC!!!