Boohoo 

I bought a pair of boots from Boohoo- when they arrived they were broken- I initially clicked exchange on the site but a few mins later decided I didn’t want a replacement as the quality was so poor so checked the refund box on my return slip. Over a month later I had still not received my refund so I contacted boohoo and after some time they advised a credit note would be sent to an email which I can’t access. I advised I had asked for a refund and the item was faulty but they refused to refund me. They finally agreed to reissue the credit note to an email that I could access advising that it would be valid for 3 months. I tried to order some clothes but they were out of stock in my size. After 40 days I was able to attempt the order to find the gift card was not valid and every attempt to contact customer service has been unsuccessful.

Owners of Debenhams and same lead Dan Finlay - didn’t even bother to reply to my email - sent it to person/team I was complaining about..

I purchased a chair via Debenhams last summer - at the end. Within 3 weeks really marked and stained and ‘weather’ protection not working obviously and arm loose.

Contacted Debenhams and said ‘small print’ shows they have to go to brand and ask what they want to do - so contract isn’t with Debenahms! But Vonhaus. They don’t answer messages or anything and finally after 11 months - return the chair to us at your cost as has to be repackaged, I’m disabled and can’t do myself, or we will offer 15% off.

Chair is unusable, wood split etc, but return or 15% off - customer service has been diabolical… See less

Dreadful returns, go on live chat, and it’s AI, who brought up a totally wrong order, tried to inform them of this with no success, I’m aware boohoo have received the return and have had zero correspondence

Do not buy anything from them
if u dont want waste your money! My order has never arrived. I contacted multiple times and recieved a standard AI answer- wait till 31.03 when original order supposed to arrove by 23.03 latest. Today AI replied as within 1h agent will come back to me. I waited all day and noone contacted me. I want my refund which seems to be impossible to get!

They sent me the wrong order and I have contacted them on a numerous times to correct my order and all I am getting is a Chatbot.. what the heck. They say they will contact me back, but no one has.

Absolutely shocking returns and communication! There is no customer service.

I have been struggling to get any response from their customer service regarding an order which was returned over 3 weeks ago.
I have tracking References to show the parcel going back and being delivered but there is no communication.
I have not received any refund, and I have contacted customer services over 5 times with no response. How is everyone getting anything back? Such poor service!

This has been the most shameful experience ever. I created a return and had to pay for the shipping for this return. I returned the item the very next day with proof of postage and it’s now almost 20 days after this and they have still not issued my refund every time I reach out to them their BOT system keeps saying that I don’t have a return in the system and then when one of their agents come back to me they ask me to provide proof of postage even though I already provided proof of postage to the last time I talked to an agent.

they come back to me 24 hours later ask me for proof of postage again and I’m getting nowhere with the staff. This is so shameful. It’s disgusting. I’ve returned an item and I still haven’t been issued my refund.

Boohoo have only refunded me for part of my order!!

I would avoid using this company. I have had to contact them through instagram messenger as there is no contact number. Boohoo confirmed they did recieve the 3 items i returned which was all of my order. They have refunded me for only 1 item which i recieved back to klarna. I have sent numerous messages and keep being told the refund has been processed and to wait longer! Yes the refund has been processed for 1 item not the 3!!!!!

Avoid this company!!!! Looks like this seems to be a common trend here!! Shockng!

ABSOLUTELY SHOCKING!!!!!
Returned 7 items, got refund only for 2!!!!!!!!!! Still missing more than £90!!!! No replies, nothing!!
Honestly- shocking.

It has been a full week and I still cannot get a reference number to send one item back. The original reference for the order does not work (to do the return)so I have “started” the conversation about 5 times with an adviser to retrieve a return label. Only to be fobbed off as they are “extremely busy” and someone will be on touch but never is. And then the process has to start again. It’s an absolute joke

If I could give no stars I would-dreadful company,kept saying the return I did for TWO items (in same package) was only one…and you can’t speak to anyone (probably because all they get are complaints)-had to try and sort out via text message??!!!! After a week of back and forth and threatening trading standards they miraculously ’found’ the other item and refunded (after taking their ‘fee’??!!) …how they are still in business baffles me…will NEVER use again!!!!

Same as all reviews below no human just a bot, repeating myself on WhatsApp chat then a human comes on eventually 6 times I have explained I had two orders one for £130 and one for £70 I returned the £130 they refunded the £70 one I have explained and explained sent pictures of the second order I still have here I paid for the yearly delivery & collection and it’s took 2 weeks and still not sorted I am £137.99 out of pocket going to AI will see your business close absolutely shocking customer service I have now reported this to trading standards and my bank and as you will see on here any genuine company reply to customers on here and apologise and rectify AI can’t do that bye bye BOOHOO I hope to see you out of business very soon, ……. 25/03/2026 they have still not contacted me they have rectified and refunded the right order but NOW I am stuck with the two tracksuits of my second order as I have now gone over the return window so have £73 worth of tracksuits that I do not and did not want as awful quality PLEASE PLEASE do not buy from boohoo or you will literally be crying with anger and frustration I have now gone to trading standards with my case updated 22/04/2026, AFTER 18 EMAILS AND HAVING TO REPEAT 7 WEEKS SINCE PURCHASE SOMEONE FINALLY GOT IT !!! NOW LETS HOPE I GET THE MONEY BACK , PLEASE DO NOT BELIEVE THE REVIEWS I THINK KAI IS PAYING PEOPLE OR THEIR FAKE REVIEWS AS KAI SEEMS TO BE THE ONLY ONE THAT NOW WORKS FOR BOOHOO CUSTOMER SERVICE ALL THO I STILL THINK ITS ALL AI BOTS EVEN AS PREMIER CUSTOMER PAID I WILL NEVER BUY FROM BOOHOO AGAIN !! Update 29th May still NO refund I email and they respond I think their all thick they have email trail of me explaining but no one seems to get it DO NOT buy from this company

Never will I order from them again!!

Firstly the quality of clothing is poor! Then you have to go through a ridiculous process to return and at cost! Then wait for a lifetime for a refund and it was only because I used a 3rd party I got any response from them.

Not only that but as part of the order they sent me incorrect items and not what I ordered then refused to either send me new items or refund me until I sent incorrect items back! Which I had no idea how to do given THE ITEMS WERE NOT LISTED ON MY RETURNS PORTAL?!!!!!!

Absolute and utter sham of a company- never again will I order from here.

Same experience as lots of people here. Returned items to get a refund and was told I had “selected” a gift voucher. No I had not! And now I am going through a dispute process with my credit card company. Their customer service is atrocious. Also, the gift vouchers they send as a refund have a 90 day expiry date so challenging means there is a possibility you’ll lose your money as well as the vouchers. They are total scammers. So short sighted of them as I, and I’m sure many others, would never EVER shop with them again.

I AM SICK TO THE BACK TEETH OF EMAILING AND MESSAGING AND WHATSAPPING YOUR COMPANY I HAVE EVEN EMAILED THE CEO DAN FINLEY AND EVEN HE COULDNT BE BOTHERED TO REPLY I HAVE BEEN GIVEN A GIFT CARD BY BOOHOOMAN FOR A REFUND THAT DOES NOT WORK !!!! DO NOT ACCEPT OR BUY A GIFT CARD FROM BOOHOOMAN AS THEY DO NOT WORK IF I DO NOT GET A RESPONSE TO EITHER MY EMAIL MY MESSAGE OR MY WHATSAPP I WILL BE TAKING YOU TO THE SMALL CLAIMS COURT FOR THE THEFT OF £32 FROM ME AS A CONSUMER !!!! YOU HAVE 24 HOURS BEFORE I START COURT PROCEEDINGS AGAINST BOOHOOMAN !!!!

Been trying to get to customer service. They sent me a damaged product and this was my first order with them. They reply me once saying they will refund 10% out of goodwill. How stupid is that you send me damaged product we pay from our hard earned money and you are saying I should be thankful they giving me barely any refund of my money for their unwearable product.

There is no way to contact Boohoo anymore unless you use messenger which I do not have. No email address! Terrible customer service if you cannot even contact them if they misleadingly add charges to your order & you end up paying more than expected. Its cheaper for them to use AI for everything, but frustrating for customers. If they do not reply back to the review with HUMAN contact details I will not be shopping with them again!

An item went out of stock before it was sent out I had an email letting me know that the day after I placed an order it's now a month later and I still haven't received my refund for this item even though it never actually got sent out of their warehouse I've contacted them eight times and all they keep saying is the refund has been processed when it clearly hasn't.
I will never use this fraudulent company again reported to trading standards

Boohoo advertising a petite range however I’ve ordered 4 separate items from them and they are no way petite. Very disappointing and false advertising.

Such a awful experience with boohoo. I had been a regular customer for years until now. After purchasing through kalarna and returning all my items in November the refund never came. I sent proof that they had been received from Royal Mail and I never received a refund the payment stayed outstanding. I spent weeks in February going back and forth to suddenly be told I had received a gift voucher which I told them I never had. I Received no proof of this voucher. I was told 4 times the voucher would be re sent to me and to various emails. It still never came. Then all of a sudden the voucher was conveniently expired and nothing could be done! I’ve had to pay £60 for clothes I returned and they have back!! Absolutely ridiculous. Will never be buying from them again. Awful service don’t waste your money.