boohoo Reviews 207,531

Most unhelpful and useless customer service. They charge for returns even if you're a premier member, it's impossible to contact customer service or hold a ongoing conversation about any issues. They don't listen to anything you say and just responds with complete nonsense. It's a headache dealing with them.

Had an issue with a return so I used their text message service. It took 10 hours for someone to finally message me back with just a link to the returns portal but I had issues with the link and then they disappeared.

This happened multiple times where someone would message me back ask one question and then disappear again. Not very useful at all.

Eventually a QR code was finally generated for me and Theo asked me to leave a review and “make sure to mention my name in the review” even though he was the 6th person to message me.

Well here is your review Theo.

Don’t bother wasting your time. I tried for two weeks to get an answer out of them because they sent wrong item. Then replied saying they reviewed cctv and all items was packed correctly. The customer service team are hard work to get hold of. The item they sent was completely different colour and material to what was supposed to be sent. Waste of my time chasing them for 2 weeks and I’m no better off. The items purchased that was correct are being sent back. I’d rather not bother

Excellent customer service from Kai, quick response and resolved my query instantly, thoroughly recommend

I needed assistance as I ordered clothes online but was waiting on a confirmation email so I messaged the care centre and Kai was very helpful and got back to me straight away.

I had not received a confirmation email for my order. I reached out to messenger and spoke with Kai. Was very helpful in letting me know my order number, that my order has been dispatched and the expected delivery date. This has helped put my mind at ease. Hopefully will arrive with no further worries!

Had a problem with a dress, was resolved by Theo straight away. Great help

Worst customer service ever!! Still owing me a refund from a month a go. Constantly fobbing me off asking for the same information and not following anything through!! Useless!

Poor quality of clothing. After one wash of all of my items have faded massively. Also the tights come in ‘one size’… I’m 5’10 and these are so loose they wrinkle around my knees and ankles!

Was happy with the service Kai gave at Boohoo. Was worried about some orders I placed, but Kai was so helpful and I got the situation sorted out. Thanks again, Kai.

Very poor customer service!!!

Firstly, why is there a bot handling issues? Every time an agent finally joins the chat, they send one quick message and then disappear. When I reply, there is no response, and I’m forced to start all over again answering the same automated bot questions. This is utterly ridiculous and extremely frustrating.

My issue is that I received my Boohoo refund as store credit. This happened because store credit is set as the default option when requesting a return. I would never have knowingly selected credit, as I paid using Klarna and now have an outstanding payment due.

Yes, I did not manually change the option, however under the Consumer Contracts Regulations 2013, refunds must be issued to the original payment method unless the customer has expressly agreed otherwise. A pre-selected default option does not constitute valid consent.

I know many other customers have experienced this exact same issue, which makes this appear to be a deliberate company tactic. I find this completely unacceptable and I am appalled by both the lack of transparency and the poor customer service I have received.

I demand a refund to my original payment method immediately. This is unacceptable, and if it is not resolved, I will escalate this further as this is misleading and a breach of consumer rights. I expect action, not another automated response!

Company sent wrong item. I was stuck in a loop with their AI tool for days as they requested photos of the mistake but responded to the photos saying they could not process photos. Then I got transferred to two different reps who both said I would have to send the item back, have them process the return, then reach out to them and they would issue a refund or resend what I ordered. I repeatedly explained I could send the incorrect item back but as evidenced by my paying for rushed shipping, I needed them to get my item to me ASAP. this seems like a reasonable request considering it’s their mistake. To my request they kept responding that I wouldn’t need to pay a return fee. On the wrong item. That they sent.

Placed an order on 7th May with next day delivery (selected premier which is listed as NEXT DAY DELIVERY for a year).
Order is missing and all I receive from the Customer Service text is an AI response. Got through to 3 different advisors who said to wait until 20th to see if it arrives.
I messaged again to ask why my query of next day delivery being refunded was being ignored and was told by Harper that the 'Premier' is a subscription?!
Shows on the website as PREMIER NEXT DAY DELIVERY.
When I questioned this, I've been put back through to the frustrating AI rubbish.
Other advisors have been helpful but Harper has been so rude and dismissive.
I have opened a case with resolver to get this sorted.

I needed help with an order and Kai was very helpful.

Just received 2 acid washed sweatshirts the quality is way beyound my expectations
Had a little hiccup ordering as somehow i paid £2.99 protection for delivery, complained and was refunded within 2 mins.thank you boohoo

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.