Boohoo 

If I could give 0 stars I would. It’s a scam website. I have been trying to contact customer services for a month to get a refund that I sent back two months ago.

Terrible company. Made an order over Christmas to which I returned, they have refunded me on gift cards rather than my original payment method. Accusing me of choosing this option. Currently trying to get a resolution. Can’t call anyone only via their WhatsApp. DO NOT ORDER from them

Wish I could give zero.
They have started adding a sneaky charge to your bill of 4.99 for "delivery protection" as you have to pay for delivery already it feels crazy that you pay more to ensure you get your goods. also its opt out only rather than opt in. really dissapointing practice from this business.
That plus the fact that most items are from "partners" now means that you dont get next day delivery and when you return items your often charged.
Avoid if you can!

Absolute SCAM! I returned £45 and it was put on a gift card. I NEVER selected gift card, I specially put original payment method. I have tried contacting them again and again and I get absolutely no where. I know 100% I did not select gift card. This is terrible service!!

Ordered £236 worth of clothes for a christmas party. Returned nearly all of it, waited 5 weeks for money to he returned to my bank, messaged boohoo via WhatsApp and Instagram who told me money would be in my bank soon. Last week I was told by then that I selected the 'gift voucher' option, I did not!!! They are scamming people out of money.
I decided to email the CEO of boohoo, who replied within 5 days saying as a one off I will get my money back. If anyone else is having this problem my advice would be to email - dan.finley @boohoo.com and customerservices @boohoo.com
And hopefully they will resolve. Boohoo is an absolute joke of a company and id never ever order from them again.

Refunded part of my order. Emailed and contacted on social media about the other part and being ignored. Over a month now

Terrible returns! Boohoo have refunded me to a gift card as opposed back to my original payment method and claim that I have selected! Disgrace of a company stealing from many people! Shame as it used to be my go to but won’t shop from again. Refusing to answer my messages/emails!

Awful experience. Returned an item in December and noticed I had an email saying they were refunding me my money onto a gift card, I messaged customer service and was told they were unable to reverse this as I had selected this option. I then sent a larger order back (paid £6.99 for next day) items didn’t arrive until 4 days later, I am still waiting for a refund on this and now I am concerned this order will be refunded back as a gift card again! However this time, the returns portal was different than the first time, diverting me off their normal returns portal. I have contacted boohoo 3 times now and I am yet to receive a reply. Never known such bad customer service.

Horrendous customer service. Due £65 back and they've refunded me £6.48 on a gift card which I did not request. They also emailed me back 4 minutes after I sent my initial email with a lengthy response that made zero sense and now are not getting back to me at all. Scammers.

I ordered goods from Debenhams online, obviously believing it was a reputable company. In fact, the Debenhams name was bought by Boohoo, and is used by their online trading site (DBZ), so that, like me, many people believe they are an honest, ethical company.
In fact, they are the opposite, and many of the goods they sell come from very disreputable companies, as I have been able to verify at companies House.
My experience is that of a typical scam, with many emails sent by the scammer to keep me fooled for as long as possible, including fake delivery and tracking information.
There is no way to contact Debenhams or DBZ (they are the same thing). There is no phone number, no email address, and their fake "contact us" page just has WhatsApp and Facebook Messenger links that go to an AI bot, which just recycles the same fake information.
I contacted PayPal as soon as I read all the reviews and realised what was happening. I believe PayPal must know about this company, as they provided an instant refund.
It's just a shame that Boohoo is allowed to operate like this all over the world.
UPDATE 13/01/26
I have finally received the goods, and have contacted PayPal to return their refund!
However, all the information I detailed above is true, and I will not be using Debenhams, DBZ, or Boohoo ever again. I strongly advise anyone thinking of doing so to read the reviews for all three company names first!

I have a little Issue with my order, I got in contact with Kai and he/she was very helpful in providing me with an update and a conclusion regarding me receiving my parcel. It really put my mind at rest so I would like to personally thank them.

Boohoo should be shut down. Boohoo is now a organised fraud scamming people of their hard earned money. I purchased a useless track suit because my refund was processed on gift card and I paid £33 68. Boohoo refund me £26.70 on gift card, this is day scam. I pray that boohoo goes to ground and be long forgotten. Do not purchase anything from them, they have no customer services, and they sell very poor quality products.

Appalling customer service- no response from them at all.
Refund not paid
No human contact at all, only AI

Disgusting service. As unfortunately too many people have said these con artists are forcing refunds on to store credit. This is illegal and I will be taking this further unless a FULL refund is issued. Absolutely appalling.

Won’t provide refund back on to card, app defaults to store credit and can’t be changed once processed. Very sly Boohoo

I received 3 wedding dresses instead of a black jacket and black boots in October 2025. I have contacted boohoo weekly since then and have been ignored since. I raised a chargeback with the bank and this was ignored so I have paid £65 and I’m stuck with 3 unwanted dresses.

Gift card issued instead of refund to card. Which I did select! Customer service starts with AI and you get bounced around. Takes almost 7 times to reply to each message and then the lie and say I was doing a refund to gift card online at 3:33am! I always take screenshots so have proof I did a refund to card for the card amount no uplift for gift voucher and at 9:14pm in the evening not at 3:33am when I was sleeping!! Liars and terrible service will never use again and neither should anyone! I can see this has happened to many people but has people even noticed you only get 90 days to spend the voucher or lose it!!

BooHoo used to be amazing, but have gotten far too big for their boots and cannot fulfil their orders, refunds, or even provide an efficient Customer Services team.

I've used BooHoo for years and years, paying for their yearly Premier service with mostly a satisfactory outcome.

This past year I've gone through checkout (once in May 2025) for £48, order failed, money came out my bank but no confirmation email or order came through. It took them weeks to even begin the process of a refund (I supplied screenshots, videos of banking app, all sorts to help with the refund).

Then it comes to December where I think "nah, it was a one off, BooHoo has always been great" - Nope. Exactly the same thing. This time luckily it was just £12 I paid on 17th December, have I heard back from BooHoo at all? Nope. 22 days later. Any confirmation? Nope. No email, acknowledgement, no apology for the delay or apology for the issue repeatedly happening - Nothing. I've tried contacting through Messenger, which is shocking, they repeatedly ask for an order number which I DO NOT HAVE BECAUSE THERE WAS NO EMAIL CONFIRMATION (as I very kindly kept reminding them). And yes, I've checked my Junk and other folders, zzz. No product delivered either.

Anyway, long story short, still awaiting on BooHoo's response.

I feel massively sorry for their Customer Service team who must be inundated with complaints, refunds and queries. The owner really needs to give their head a wobble about the website, their new processes and hire more Customer Service agents.

Rant over 😂 sorry to be a Karen. And thanks for listening to my Ted talk.

Whitney

I'm so upset because I usually have a good experience with boohoo but they have changed so many things.
I returned something and boohoo have changed their returns system to automatically choosing store credit.
I know I never chose that as I pay with Klarna and would rather then not pay for what I didn't use.
I've been trying to contact them ever since the beginning of December and keep getting a Bot!
Aparantly they sent me a voucher to my email - I haven't received it at all.
I ordered something else and then when I went to process the return, it automatically had chosen the gift voucher.
This is not right under UK Consumer Law. Nothing should be preselected for you. It should allow you to make a choice without anything clicked.
I think I will have to escalate this further because the law specifically prohibits pre-ticked options that add additional costs or choices after the sale unless the consumer actively chooses it - which I did not. They have breached the Consumer Contracts Regulations and Consumer Rights Act.

Boohoo have refunded my order to gift card instead of my original payment method. I have been a loyal cusyomer for many years and did not select this method of refund. I have spent 3 weeks trying to contact them and being constantly fobbed off. After looking online, it appears many people have had this issue and it appears they have set this to a default which does not constitute as consent under UK consumer law. I am awaiting someone to contact me to resolve this issue asap.