Boohoo 

My order was delivered 5 days late. I managed to return my order and get a refund normally, but I was charged for ‘parcel protection’. I removed it from the basket as I had no idea what it was and somehow still got charged for it. They refuse to do anything about it, I’ve asked for their complaints process 4 times and am yet to receive it. My chat has been ongoing with them since 17/12, they ignore messages they don’t want to reply to or just take absolutely ages to respond. I will be escalating and not using them again.

If you ask for a human/to speak to the customer services team the AI should transfer you to them.

If i could give less that one star I would definitely in the minuses!!

Used to shop with boohoo and all was fine until December 2025! Not only have they stopped their next day deliver for Premier customers which isnt detailed on the renewal may I add……they are now refusing Refunds and giving unwanted Gift Cards!!

I made an order and have returned approximately half to Boohoo, the returned items i selected a Return for as I paid via Klarna for the items. Never been a problem before, i received an email stating they had received my items and my refund would be returned via my original method of payment to find they have sent me a Gift Voucher for the £60.20. I dont want a give voucher. I have been fighting it since. Boohoo are deliberately breaking the consumer law act 2015 by doing this and are refusing to cancel the gift vouchers and issue the refunds. I found out last night that they have “refused” my return on Klarna and i have an outstanding payment notice when ive already paid for the items ive kept. These items were returned and processed so you have the items and the money.

Do the decent thing void the gift card and notify Klarna of the return. You are damaging my credit rating by doing this and its illegal! You mislead people on your website and through the returns portal.

I have notified Trading Standards and if this continues I will be pursuing this further down the legal channels as its theft!

Absolute scammers!! Beware do not buy from Boohoo as I wont be anymore.

I don't feel that I should have to pay to return items when they are not as expected and sizes vary so much. I would prefer to shop on the high street if there were enough shops!

DO NOT BUY From BOOHOO they do NOT give you refunds !!! They steals your money a say you ordered a gift card which clearly is a scam !!!

Placed an order back in November and paid via Klarna. Sent four items back and kept two.
Paid for the items that I kept on Klarna and everything was updated fine.
Then today.. 2 months after purchase and returning the items, I receive a message on Klarna saying I had an outstanding bill of £94? Contacted boohoo customer service to be spoken to by AI, to tell me I’d selected for my refund to go back onto a gift card, which I know I never did! I also haven’t received any gift card so now I’m having to pay nearly £100 for items that I never kept. I’ve emailed numerous people and sent numerous messages just to be told ‘you selected gift card, this case is closed, it’s passed the time’. How was I ever meant to contact anyone when I was only told 2 months later that there was an outstanding bill?!
Why can’t someone just give me a number so I can speak to an actual human being?!

Shopped with boohoo for many many years and I now refuse to order anything else from this company. App has already been deleted!

Zero stars. No words. Appalling does not sum up the customer service. I will never purchase from Boohoo or associated companies again.

Used to be a great company but now everything is ai and you can’t talk to a real person. Parcels are never next day even though I pay for premier. And do not purchase using klarna because they decline returns reported through the app and then klarna will just take your money even though you don’t have the items anymore! Will never use again.

Paid for next day delivery only to receive it 4 days later. Then returned two items worth £61 only to be refunded by gift card. I did not see an option to select or change the refund method and they have admitted that it is automatically ticked. Been in several conversations with different people and all say that can’t change the refund method. Like hell I would spend any money with them again!

AVOID THESE BUNCH OF THIEVES

THIS BUNCH OF THEIVES APPLIED AN INSURANCE AT THE CHECKOUT WITHOUT MY KNOWLEDGE AND WHEN YOU COMPLAIN AND POINT OUT THIS CANNOT BE DONE YOU GET THE SAME STANDARD REPLY

BUNCH OF THEIVES THAT DO NOT KNOW THE LEGISLATION

Boohoo is the worst company ever!! Even if you're PREMIER they will charge you for delivery & returns!! There's NO customer service!! Waiting for my refund ages!! Useless company!!

I have sent back few items that I have ordered on 2 separate occasions. The first one was refunded on a gift card after contacting the customer service they said that I have selected the gift card option instead of a refund to my original method of payment which I’m pretty sure I did not. Second parcel returned and again I selected refund to my original method of payment and still received a gift card today. Please be careful when ordering from boohoo going forward. Their customer service is terrible, you can’t get them over the phone just messages and talking to a virtual assistant. I have sent a complaint email and waiting for my refund.

I hope this company goes Bust as soon as possible. They are thieves. I returned 2 items from a 3 order item as clothes were to big, and CLEARLY selected return to original payment method for my refund. 3 weeks later they claim I selected the gift card option which I did not, the email for the gift card looks like junk mail itself. Please people think twice about ordering from boohoo going forward. They dont have a customer service number you have to communicate with bots via messenger chat on Facebook. Absolutely disgraceful. I will never order from here again, just glad the refund amount wasnt of a higher amount than it is now.

Absolutely appalling service from start to finish. I have shopped with boohoo for years and it has gone that bad recently I will never ever order from them again.
Recently failed to send half of my order, keep claiming my items being returned must be refunded by voucher as this is what i'd asked for — which is completely untrue. Despite this, they then refused to refund the card I actually paid with.

Trying to resolve this through customer care is genuinely infuriating. They clearly don’t care. You spend half your time repeating yourself, and the other half speaking to a robot that doesn't understand what you are trying to say. Every time you raise an issue, you’re asked a series of questions — when you reply, you’re dumped straight back to the end of the queue. If you dare to chase it up days later, surprise! You’re back in another queue and asked what your original query was, as if none of the previous messages exist.

It’s a circular, time-wasting, soul-destroying process designed to wear customers down until they give up. Genuinely infuriating. A company should not be allowed to operate like this.

Had lots of orders fulfilled at the start of last year , brilliant! Easy returns etc suddenly around summer time I had an Ordered 4 dresses sizes were crazily small sent back for a refund to PayPal but they’re sayin I asked for it to b refunded to a gift card which only lasts 90 days, which I absolutely didn’t!!!! Backwards and forwards either customer services computer get replies then ignored!!! Never had any trouble with the over the last year but the last 2 orders have been a pain!! Seems like tteyve found yet another way to rip ppl off! My first incident was trying to return swim shorts which I had checked were able to be returned if needed, they even came with a tag stating only returnable with this tag still attached but they said their policy is no returns on swimwear & undewear!! So why advertise it as returnable and have a special tag on! I was then past to loads of different customer service agents who all just repeated the same robotic reply! Eventually after a LOT of complaining I was told to send a video showing the labels still attached still in their bags not even opened once I did as requested ttey ignored me so I’m left with 3 pairs of me s swimming shorts !!!!

Awful company! No customer service, return refunded to gift card and not to payment method just a pure scam!

Do not shop with this company they are thieves! I placed an order with them totally £130 and paid via Klarna I returned all but one item which was £30 they refunded me to a gift card. When I never asked for this I asked to be refunded to Klarna. I raised a dispute with Klarna and them which took about 3 months during this time I never used the gift card they’d issued in case I won the dispute. I ended up loosing the dispute, I went to use to gift card which had £100 on it, to find out it had expired after weeks and weeks of chasing them to reissue it to me I was told TWICE it has and I’d get another email .. I never did. I chased again and was told because the gift card had been issued and expired they couldn’t re issued it so why did TWO of their customer service members tell me it had been reissued? You wouldn’t reissue a gift card if had expired .. what would be the point! I will NEVER SHOP WITH THIS COMPANY AGAIN! I’ve paid £130 for one dress what a joke!!! All they care about is making money and not their customers or quality of clothes

Similar to other reviews, Boohoo have issued a refund in the form of a gift card. Not only is the amount incorrect, but the refund was not made to the original payment method. I did not select this option and believe Boohoo are deliberately misleading customers to avoid issuing cash refunds.

I originally paid via Klarna, who have since added late fees due to not receiving the refund in time. As a result, I had to settle the balance myself and am now completely out of pocket , without the items, without a proper refund, and with an incorrect voucher amount.

I have attempted to raise a formal complaint, but emails are bouncing back and WhatsApp messages only receive automated responses stating that the refund has been issued. There is also no way to contact the company by phone.

I don’t know what has happened to this company, but it is certainly not the same as it used to be and I wouldn't be surprised if we hear that they have gone into administration shortly. I will be referring this matter to Trading Standards and anywhere else I can.

Charging premier members for delivery and to return items. No one respond via customer service or when they do they don’t read issues properly. Everything takes weeks to do - reply to a message, issue refunds and then the refunds themselves. Shocking service. There should be an investigation under consumer rights law for this company.

BEWARE RETURNS I returned some items and they refused point blank to refund me saying I had chosen voucher instead. I did not do this and feel this was automated. Customer service will not answer me. This needs looking into and I will be going to consumer advice regarding this. This is surely illegal!!!!!!!

AVOID AVOID AVOID. this company is a part of Debnhams both thieves when it comes to refunds for returned items
Luckily paid by PAy Pal and after raising dispute got my money back within 2 days. Thank you PAY Pal