The customer service is awful, they didn't address my concerns or requests whatsoever.
First I wanted to complain because I had measured myself using their instructions and their sizing guide was way off, when the items arrived they were 2 sizes too big!
When I expressed this customer service didn't care, they told me that "next time I should use their sizing guide" and sent me a link to it. Then I paid to return the items, which you usually don't have to pay for but okay. Re-ordered items for the second time...and...THEY GOT MY ORDER WRONG and wouldn't ship the item that I ordered till I sent back the wrong item when I did. I expressed that I had paid for express delivery so I could have it before I went on holiday, they told me they were shipping my item next day delivery and they LIED they put it on standard 6-day delivery. When I raised the question they gave me another bs excuse. I am absolutely appalled by the experience. Will never be ordering with them ever again.

Date of experience: 10 December 2022

My experience started when I tried to order a pair of shoes for a wedding. A week after they had confirmed that the shoes were on their way, they sent another stating the shoes were actually out of stock and that I'd be receiving a refund. Needing a pair of shoes for the event ASAP, i bought a different pair from another store. Then, a week later, the original Boohoo shoes arrived. Now, I had 2 pairs of shoes and wanted to return the ones to Boohoo as I no longer needed them.

When I contacted them about the situation, they refused to pay for my shipping to return the shoes even though it was their fault that they sent me the "Out of stock" email to begin with. After 1 month of back and forth emails, sending them my personal banking information and address multiple times, and them telling me my card would be refunded ASAP, I still have no refund for the shoes that I mailed back. They have confirmed that they have received the shoes and can't even seem to give me back the money that they owe me. Absolutely ridiculous I urge everyone to stay far away from their site. I will add that the shoes when they arrived were cheap and were not the colour that was advertised online.

I ordered my dress about 9 days ago thinking it wud come on the 7th day since it had 5-7 buisness days delivery. I NEEDED that dress by the 7th day since it was my sisters baby shower but i expected it to come sooner... It hasnt come yet! Almost 10 days now taking its sweet time I'll never get anything from here again. SO dissapointed

Unless you have about 1-2 months time before you need your order, DO NOT order clothes from here. The website claims shipping is UP TO 8 WORKING DAYS to the USA. I ordered well over 3 weeks before I needed my clothes, and they still wont be here in time, exceeding the 8 working days time frame. Worst is costumer service gave me the wrong tracking number and then when they gave me a new one, it didnt even say the expected delivery date. So disappointed, its not worth it for the cheap clothes.

First and last experience with this company! 20% off promo wouldn't work, then expired, then £1.99 next day postage promo didn't work. Got charged full price for next day delivery. After paying for the items my confirmation email gave me a date of the following Tuesday not the next day which was Friday. Upon further investigation by going to their FAQ's I found that there is no way they would deliver next day to my post code. Why even list next day northern Ireland as a postage option (at an increased rate I might add) if it is simply not going to happen. I checked carefully about the postage, this postcode restriction is not highlighted or clear during the process.
I now have to travel miles into town, scramble around to find something when I should be travelling to my venue, I'm £40quid down that I wont get back until I go through a lengthy return and refund process that will take about 2 weeks, they don't even have a customer call center, just an email they might reply to in 24 hours! Terrible site, terrible experience. Never using again

I bought four dresses for a wedding that is coming up. All four of the dresses looked nothing like the pictures so I sent them back. I notified Boohoo through the returns process on the site and sent all four back in the same bag they came in.
I received a returns confirmation and awaited my full refund, however I had only been refunded for three of the dresses. I emailed Boohoo who claimed they only got three of the dresses (which is impossible as they were all sent back in the same bag) and that they were charging me for the fourth.
They asked for my proof of postage but unfortunately I could not find it since I had confirmation of return. From here they said they could do nothing.
This has happened to two of my friends who I spoke to about it but fortunately they still had their proof of postage to prove otherwise.

The returns process isn't straight forward for Boohoo anyway but the fact they deny receiving items is even more worrying. I am outraged I have to pay for a dress I don't have but more annoyed that I have to show proof of postage for a parcel they have already received!

My advice would be for those returning items (which you most likely will judging by the difference in pictures), take photos and keep your proof of postage as it sounds like they make a habit of 'not receiving' certain items!

I ordered a bomber jacket from boohoo and turns out that it was too big for me, so I had to refund it. I simply wanted a smaller size but they don't have such thing as an "exchange", they expect you to return the purchase and wait until you get your money back to place another item. Anyways, when I returned the item, I had to pay for shipping. Which was ridiculous that I had to take money out of my own pocket to returned something back that I don't want. That technically means that I don't even get my "full refund". They said that return items will take no longer than 21 days. And my item took WAY OVER A MONTH. Uhhh... It usually takes 1-2 weeks on average for other companies. Anyways, I emailed them a couple of times and all they did was spam email me about unnecessary stuff and saying that it's normal for returns to take this long. And then I finally got an email asking for proof of my refunded receipt. I sent them a photo back yesterday and they FINALLY emailed me today that I'll be getting my money back in 3-5 business days. I would've liked for them to explain to me on why my refund took SO DAMN LONG but I didn't get an explanation. Mind you that I returned my item on 12/11/15 and today is 01/19/16! I didn't even get an apology back. Don't order from this site. They make returns so complicated.

I don't usually write reviews but figured I would just because this site really overcame my expectations. So Boohoo was doing a 50% off dresses, bodysuits, tops, and skirts and I purchased two tops and two bodysuits for only about 30 dollars before tax which I thought was a great deal. It wasn't until after I submitted the order that I started to read reviews and get worried. The first red flag was that in my order confirmation email the clothing being sent was labeled as a size 6, when I distinctly remembered ordering a 2. I figured out however that the reason it is a different sizing in the confirmation email is because a UK size 6 (since boohoo is UK based) is equivalent to a US size 2. So that problem was averted. I got standard shipping which calls for 8-10 business days and I got my package in 7 days. The clothes arrived packaged neatly, with no rips or stains, and everything fit, looked as the product did online, and was made out of good material. I know this place hasn't been the best to others but I have to say that my experience was a 5/5 and hopefully this means that they are improving their services.

I have been in contact with the customer service for
MONTHS! I was first told I was going to get a refund on an item that was faulty, the fabric was looking really bad. However, I never received the money. It was through Klarna which feel safe, and they can back it up to. Boohoo claim that they had sent it but Klarna customer service can't see it and I have not gotten it. Klarna asked me to contact customer service again and now I am in a loop… they do not want to pay me back my money even though they sent me an item that was broken… every time they tell me the same story without even looking at my actual request. After a loooong conversation back and forth they sent my request to a "special unit" but did I hear back? NO! I have never been treated so bad by a company and would never order from them again and please don't! If the item is faulty they won't make a refund. The most annoying part is that they have waited out this for months and have now said that because the order was made 6 months ago they cannot give me a refund as they cannot process the Klarna order. But when talking to customer service at Klarna they said it is just one button, easy and simple… unbelievable!

I made a purchase when I was in the UK using my card from the Caribbean...I returned the purchase for a refund. Instead of using my card billing address Boohoo.com processed my refund with wrong details. It is months...since December 2022 I am trying to get this sorted. I NEVER RECEIVED MY REFUND AND THEY ALL BUT SAY TO ME TOUGH LUCK. I AM NEVER SHOPPING THERE AGAIN.
Boohoo you can talk all your crap about ARN number bottom line is the information coming from you leaves a lot to be desired. First of all you emailed me to say a refund was processed in the amount of £30 on the 29th of December 2022. This turned out to be false...then you later said in another email that a refund of £28.01 was processed in January 2023. Either way NO REFUND CAME INTO MY ACCOUNT SO KEEP THE MONEY since it means more to you than customer retention or loyalty.