boohoo Reviews 

Very POOR customer service. They never delivered my items and never replied when I reached out several times to get help. Very poor service. This is company is a scam.

Ordered and outfit for a baby shower.. and when I opened the package to get the outfit out.. there was make up on the top 😡
Which is honestly disgusting how they could even send that out!

I was expecting a delivery today . Reached out through WhatsApp and Kai sorted it all in seconds . Great customer service Kai, thank you !

Crappy service items not received next day delivery and I paid for premier service which they will not refund even though items did not come next day

I ordered a liquid eyeliner and they use Evri and the person in the warehouse had stolen my item. They had made a joke at the bottom and even made a small hole in the bubble wrap in the middle to get the item out ! Stop using this delivery service they are the worst company. I text customer service and typical they are busy! I’m still waiting for a response I want my money back!! I will never use this awful company I never had done. But thought I would give it ago and I was right the first time awful. I will make sure I get my refund !!

Ordered two items on 27th May 2026. Received promptly. Tried to return both items, one item was returned and refunded within two weeks. The other item was returned a bit later due to Boohoo not forwarding the returns label when requested (the item was sent via another company). Had to use Resolver to sort out the issue. The refund was finally made today, 13th July 2026, nearly 7 weeks since order was made. Overall very poor service, I'm down £7.00 which was deducted for postage as well as not having the money in my account for all that time. I won't be using again or recommending.

Overwhelming positive reviews from friends and family. Deliveries are quick and caters for everyone in my family.

Great support from Kai. I couldn’t locate an order so used the WhatsApp chat service. Response was immediate and my query was resolved in less than a minute. Great customer service.

Firstly they took ages to deliver the items I ordered .. then they sent me an incorrect item which I then had a lengthy process to return .. that was 3 weeks ago .. the return tracker they sent me isn’t recognised so now I can’t even get an update on the return and NO REFUND RECEIVED .. autobot/messages are impersonal and repetitive and achieving nothing .. ORDER AT YOUR PERIL

Scam of a website. Their ‘customer service’ is a complete joke. They delivered one item of a 3 piece co-ord set and marked it as delivered. No contact phone number all done online with bots. Had to repeatedly send the same information over and over every single time a new ‘bot’ was assigned my complaint. They literally don’t care and go out of their way to frustrate. I am convinced it’s so you will just leave it and not push for your money back. Complete scam artists and I have no idea how they are getting away with this. Will never ever order from here again

Avoid Boohoo at all costs.

This has been one of the worst online shopping experiences I’ve ever had. Their customer service is completely incompetent. I was shuffled from one agent to another, forced to repeat the exact same issue multiple times because no one seemed interested in actually reading the previous conversation or taking responsibility. It felt like they were trying to wear me down rather than help.

To make matters worse, the sizing information is misleading. It’s not made clear whether the measurements are UK or US sizing, which led to ordering the wrong size. For a global retailer, that’s an unacceptable oversight.

Then comes the return process, which is unnecessarily difficult and frustrating. Instead of making things right, Boohoo puts the burden entirely on the customer with a return system that feels designed to discourage refunds.

Between the misleading sizing, appalling customer service, and ridiculous returns process, I have absolutely no confidence in this company. They’ve lost me as a customer for good.

Never again. Save yourself the frustration and shop somewhere that values its customers. Buyer beware.

I ordered 2 items from Boohoo. What I didn’t realise is that insurance and annual delivery is added automatically!! I honestly believe that if you are ordering online then you should be able to be rely on the fact that you are ordering from a reputable company and they should have their own insurance for lost items. This cost should not automatically be passed to the customer. If the customer wants additional security then they should be able to opt in. I think to add these additional charges automatically is not treating customers fairly. I have been back and forth with CS and they keep telling me about the third party insurance company they use. I have no interest in the detail of who they use. They need to change the policy and allow us to purchase it if we want it! CS have categorically refused to escalate my complaint. Stay clear of this company, they do not believe in treating customers fairly and their only line is to tell you it’s not refundable and you cannot escalate your complaint. I have questioned if they receive commission from the additional insurance to which they have not responded. I returned the items the same day I received them, based on comments I wonder how long my refund will take. I’ve lost approx £14 but I’ll take the loss rather than ever ordering from this company again.

By way of an update they have now refunded these charges to me. I have stated that I still standby the fact that these policies need to change so it’s optional for the customer. I’ve been told my feedback is noted.

Great customer services. Instant response. But my issue hasn't been resolved. Can someone from boohoo help me I've been waiting for my parcel supposed to be delivered last Thursday. Emailing back and forth but the issue hasn't been resolved.

Paid extra for next day delivery, it’s been a week and I am still waiting for my parcel. Tried to contact them but there’s only a bot giving the same answers everytime.

I got a refund on a gift card that expired and I tried to get an extension and was refused. Not happy, have lost over £17

I haven’t received myorder despite it showing delivered

Quick response via WhatsApp kai was very helpful

In November, I purchased two pairs of shoes from Boohoo using Klarna. I returned both items, but Boohoo failed to confirm the returns with Klarna. Klarna advised me to contact Boohoo directly to resolve the issue.
I first contacted Boohoo via Facebook Messenger on 16 December. Despite repeated attempts to resolve the matter, it took until 19 February—over two months—for Boohoo to acknowledge and resolve an issue that was entirely of their own making.
During this time, I had no choice but to pay the outstanding Klarna balance to avoid late fees or any negative impact on my account.
When Boohoo finally resolved the issue, I was disappointed to find that instead of refunding me for the returned items, they issued gift cards.
On 24 May, I attempted to use the gift cards but discovered they were no longer valid. I contacted Boohoo via Facebook Messenger and was informed that the gift cards were only valid for 90 days. At no point was I made aware of this expiry date when the gift cards were issued.
I requested that the gift cards be reactivated so I could use them immediately, but this request was refused.
The total value of the gift cards was £36.29, leaving me out of pocket despite returning the items correctly and following Boohoo's instructions throughout the process.
I am extremely disappointed by the level of customer service I have received from Boohoo. I have been a loyal customer for many years, but this experience has been unacceptable. I had to wait over two months for Boohoo to correct an error they caused, only to be left with gift cards that expired before I was informed they had a limited validity period.
Boohoo should seriously review its customer service processes. WhatsApp previously provided an excellent and responsive support service, but despite it still appearing to be available, I never received a response and was forced to communicate through Facebook Messenger instead.
As a result of this experience, I will not be shopping with Boohoo again, and I cannot recommend the company's customer service.

Kai was very helpful with my query about delivery. Hoping my order will arrive before the end of today🤞

Horrendous customer service, wrong items delivered, wrong colours, returned and money has yet to go into my bank, I have proof of return and nothing! I used to buy everything from boohoo and now I’m closing my account