boohoo Reviews 207,563

I am extremely frustrated with the customer service from Boohoo. I have been waiting for a week for someone to get back to me regarding a simple query about a wrong parcel and a return label. Despite my efforts, I keep receiving the same questions via email without any progress.

I've also requested to file an official complaint and have asked for my issue to be escalated, but I have received no reply and continue to be ignored. It's scandalous that after a week of constant emails, there’s still no resolution in sight. I used to shop frequently at Boohoo, but this experience has made me reconsider. There’s no one to speak to directly, and the lack of communication is unacceptable. I will not be buying from Boohoo again.

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Received great help from Kai regarding a late order, grateful for their help!

This has been a horrible experience, the customer service is horrible and you can only get connected to ai bots . My order has been delayed about 4 times and when I did eventually get connected to a person on WhatsApp they where just about as helpful as the ai bot and I’m still waiting for a reply and my order . This has been a really disappointing experience so far and if my order ever shows up the product will have to extremely good to make up for this horrible experience. Very disappointing

Paid for UK Next Day Delivery and didnt arrive. Issue with courier service and when trying to contact them spoke to an AI assistant that kept saying the same thing.
Haven’t offered to refund me when i paid extra for next day.
I wouldnt use Boohoo again

Ordered 3 items from here. One of them came with the labels loose in the back not actually on the item and the threading was coming loose. Spoke to someone in customer service who put a refund through for me for this item and 2 others. 3 in total. I returned these over 2 weeks ago to only get a email stating they have only got 2, even though they were in the same packaging. Nearly a week of messaging backwards and forwards with the customer service team their answers never actually address my question of where the 3 item is they just come back with random bits of information which I don’t actually need or want to help with my situation. All I want to know is have you received the 3rd item. I have always loved Boohoo in the past and it’s such a shame I am now spending days/weeks trying to get one answer.

Boohoo withdrew more money out of my account than i was expecting (the charge taken out of my account was different to the invoice order confirmation) and when i challenged this via customer service repeatedly answered by a bot, then received copied and pasted information from each different ‘human’ that responded to me. They repeatedly told me i had ‘selected’ SEEL delivery protection at checkout (which apparently is payment for ensuring your order actually gets to you- assumed that this was their responsibility as a shop anyway?!) and that under no circumstances can they refund this charge. I repeatedly told them that i did not ‘select’ this at checkout and that this was not on my email confirmation. They didn’t care. How can you charge someone for something without confirming what you have even charged them for ? And how can you then prove who has and hasn’t selected this at checkout if you won’t include this on customer order invoice. Money making scam. Won’t be shopping with boohoo again.

Haven't received my full refund 2 months after return. Ignoring my emails. Customer service is appalling.

Will never understand why any company still use evri . Absolute joke of a company and order never comes on time . Boohoo is another company I will stop using due to constant disappointment and being left out of pocket due to delays and things not arriving on time and unable to get a refund for a minimum of 10 days . Absolutely ridiculous.

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.