HUGO BOSS Reviews 78

I am very disappointed with the quality of HUGO BOSS.

I purchased a coat in January 2023, and after normal, careful use, the coating on the buttons has significantly worn off. The coat itself remains in very good condition, which clearly shows that the issue is not general wear, but the poor durability of the hardware.

For a premium brand like HUGO BOSS, this is simply not acceptable. Customers expect not only good design, but also long-lasting quality in every detail — including buttons.

What is even more disappointing is the customer service. Despite clear photos and explanation, my case was dismissed as “normal wear and tear,” and no goodwill solution was offered. The company also referred to UK law, even though my purchase and use are within Denmark, which raises further concerns about how customer cases are handled.

This experience does not reflect the standards I expected from HUGO BOSS. Unfortunately, I cannot recommend the brand based on both product quality and customer care.

I hope HUGO BOSS will take feedback like this seriously and improve both their materials and their approach to loyal customers.

I visited the BOSS store at Lakeside today and had a very mixed experience. When purchasing items, staff were welcoming and friendly, meeting me with a smile as you would expect from a premium brand.

However, when I returned to exchange online/sale items, the attitude from one female member of staff with dark brown hair was the complete opposite. She was abrupt, stone‑faced and dismissive, and made the whole process feel hostile rather than helpful. There was no attempt to listen, explain the policy properly or treat me with basic courtesy, which is unacceptable for a store at this level.

The contrast between the service when spending money and the attitude when trying to exchange was very noticeable and left a really bad impression. Until the Lakeside BOSS store addresses these customer service issues around exchanges and returns, I would be very cautious about shopping there again.

We visited the Boss shop recently and spent around £400, so we expected a high level of customer service to match the brand’s reputation. Most of the staff were absolutely lovely — friendly, helpful, and professional throughout. However, our experience was unfortunately spoiled by one young man with dirty blonde hair who was shockingly rude and defensive for no reason.

His attitude was completely unprofessional, especially considering the amount we spent. He made us feel uncomfortable and unwelcome, which is not what you’d expect from a premium store like Boss. It’s a real shame, as the rest of the team were fantastic and did everything right, but his behaviour really let the store down.

I recently purchased a pair of ladies' satin trousers for £199.00—a significant amount for me. They needed altering in length, so I returned to the store once the alterations were completed.

To my surprise, the young assistant brought them out looking extremely creased, as if they'd been pulled from the bottom of a laundry basket. I genuinely thought I was being pranked.

When I complained, I was asked, "Do you want them pressed?" I replied, "Don’t you think they should be pressed before handing them to a customer?"

After a short walk, I returned to find them pressed—but with two creases down the middle, when they should have been flat-pressed. I raised the issue again, and they attempted to steam the creases out.

What made the experience worse was the staff’s apparent indifference to the situation. As for the alteration itself, I honestly believe I could have done a better job.

This will be the last time I shop there. Very disappointed with the terrible service.

The quality of their products are a shadow of what they were. After buying for more than 20 years (before the split), I will never buy anything from this brand; it was very expensive for a Zara quality. 6 months ago I bought 2 pairs of trousers, 5 polos, 2 shoes, 1 belt and 2 pullovers, and today, I can only wear 3 polos... Leather shoes with holes and the sole broken into pieces after less than 3 months from using it, shrinking clothes despite washing in delicate, 20C, 400 rpm without softener, trousers with loosing threads and the union between the legs with a hole, pullovers loosing their shape, etc Shame on them.

Noah at Hugo Boss Essendon DFO gave us a wonderful shopping experience. He went above and beyond to make sure we got all the products we wanted. Very courteous, patient and customer focused. Thankyou so much Vesna

I visited the Boss shop in Stansted, intending to buy a pair of shoes which I had had my eye on for ages. There was no price, and the staff were more interested in leaning on the tables and having a good old chat. Customer service clearly isn’t a priority and I had to ask for a price. ‘The printer is broke’. And then told me the price. I didn’t bother to buy because clearly they couldn’t have cared less.
How long has the printer been broke? Why is nothing priced?
I hope they got their tea, which was more important to them. Appalling service.

For a lot of years very happy but now it’s gone material wise cheap but still want same money seam 2wear few times then becomes

staff in hugo boss westfield were not accomodating and just kept on chatting and gossiping with each other. They were not very helpful at all and looked almost annoyed when asked about the item. So disappointing. Very poor customer service.

I like this way to thank you Mr James Hulskamp, HUGO BOSS Canberra City Centre store, for his exceptional customer assistance when I wanted to buy HB specific jeans one day ago. Mr Hulskamp found this particular pair of jeans in local David Jones store and during his own lunchtime break went to DJ to pick them up for me. So, now I am happy owner of new HB slim-fit, cashmere touch denim jeans. Thank you again Mr James Hulskamp.

Went back to the BOSS Store, Regent Street to exchange some items. Store was very busy but the staff had it all under control. Neelam In particular provided me with outstanding service throughout, nice and efficient visit. It was a hot day and Neelam also sent me on my travels with a cold bottle of water, 10/10!

Like many people here, while the quality of the clothing may be great, the service is appalling, in fact i have had better service from primark and Zara. I returned a suit, and it took over a month and multiple calls and emails from myself, to get a refund during which time i had to draw down money from my savings as i was short for essentials. By way of an apology they offered money off a future purchase. When i said i didn't want to shop with them again could they offer a gift, they just sent the same reply back offering a discount off future purchase. They really really don't live up to what you would expect and im not surprise they get the rating they do. I would advise anyone to look elsewhere. I have bought several suits from Reiss and the experience regarding the service is completely different so i will never shop at BOSS again

I paid £169 for a wool sweater. Washed it according to the instructions. It shrank from a large to small. Complained to Hugo Boss and was refused a refund credit note or replacement because they said it was normal wear and tear. Do not buy anything woollen from Hugo Boss. Total waste of money.

Went to Reading Boss Store to purchase a jacket. Since they didn’t had my size in store, they ordered it online assuring me that it will arrive in 3 days. It has been more than 10 days and there is no update on the delivery status. When I asked for a refund or return they refused as they cannot track the item and asked me to wait another 8 days. I purchased the jacket which cost me £189 for a specific occasion and now they have ruined it. I didn’t expect this from such a reputed brand but going through the previous reviews I can see it is not a new thing for them. Their refund process is terrible and their online delivery is absolute crap. I was a big fan of Boss clothes but this will be my last purchase. I dont know how long they will take to refund my money. Please do not order online from Hugo Boss.

Hi
This is my first experience with boss and I must say absolutely disgusted by it. I had two orders which I wanted to return. I went all the way to Birmingham which is15 miles from my house, paid for parking and wasted my fuel. The store could not return my order because they couldn't locate on system even though we had valid invoice that was sent with parcel!!! I am absolutely disgusted as I wasted my fuel and my £3 on parking as well. I spoke to your advisor earlier in the week, and he said the online orders can be returned for free in store. And your boss representative couldn't process return and refund me for my order. I have picture of the system which said order can't be located even though I had valid invoice. I need refund of my two orders, Extremely dissatisfied. The policy should clearly state that returns in store are not accepted, I rang customer services before going there and they said returns are accepted in stores for online orders and that is why I went there. The person on till was so rude, wasted 30 mins and then didn't refund my order even though I had valid invoices! Extremely disgusted.

My wife bought me a pair of Hugo Boss cashmere jeans for my birthday 26th of may, tried them on labelled as 34/32 they were only a 30in leg returned them to the store, only received replacement pair yesterday 8th of June tried them on today again labelled 34/32in and the leg length is only 29.5 in leg, unbelievable to think no one in the store could check the lenth to make sure there correct, I'm just off the phone to the store and all they can say to be is we'll issue a refund after ruining my wife's present to me €180.00 for jeans I can't wear, Hugo Boss store Grafton street Dublin Ireland, thank you for your gross incompetence.

Went to the Oxford St store a few wks ago to try some suits and had the unfortunate experience of having to deal with some large guy strutting round like he was too cool for school who was really quite unhelpful and when I said I was travelling back in 2wks to buy it, said 'well a lot of this stuff won't be available in a couple of weeks mate'!......who also when I walked into the changing rooms with a 2nd suit to try on, came and opened the changing room curtain without notice asking what I was doing......unbelievable!
Thankfully I then went onto Paul Smith, received great service, offered a drink and they kept the store open later for me to finish trying on a range of suits........have just been back to collect the suit from PS and love it........don't waste your time with Oxford St store, or Hugo Boss......get down to Paul Smith instead!!

The worst customer service and products in modern world. There is no sense of customer service and the products are so over priced. I will recommend to stay away from piece of tishh Brand

Disgusting experience at Boss Store.
The salesman confirmed to me alterations required to the suit I purchased were free, I reconfirmed this once again with the Sales person but after I had paid, I discovered that they had charged me a total of £75 as alteration charge,
I wrote to customer services, it was established the agent had given me incorrect information, rather than apologise and refund me the alteration money and say sorry that the agent was unaware of company policy which states that customer has to pay for every stitch of alterations.
I was then told as the product had been altered to fit my waist it could now not be refunded, all tricks to cheat and trap you,
this guys would shame dell boy,
Straightforward cheating.
The quality of products has also gone down and prices doubled.
Don’t buy BOSS

Absolutely terrible customers service in the Plymouth store, no one wanted to help you and when they did they were not helpful at all. The women who served me had her EarPods in acting like she didn’t want to be there and was also shaking her head at customers and being very rude! For a hind end company you would expect decent employees but there all rude. Avoid this shop!!!