Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Nasty Gal and received the items; however, none of them fit properly. I attempted to initiate a return well within the stated 28-day return window, but encountered repeated issues.The return link provided by the company did not work. I then logged into my account to try processing the return through my portal by entering the order number, but received an error message stating that my request could not be ************ a result, I am being denied the ability to return items that do not fit, despite being within the valid return timeframe. I have reached out to the company but have not received any resolution or assistance. I am requesting that Nasty Gal either process my return or issue a refund.

  Business Response

  Date: 07/19/2025

  Good afternoon *********, 

  I am sorry to hear you have been unable to return your order. When checking, I can see the label has been logged, posted and is tracking back to us correctly:***************************************************************** using **************************. We do ask you allow the return processing times as normal. If your refund email has not been raised over by the 7th August, please do let me know and I can then look to refund the return for you. 

  Thanks 

  ******

  Group Escalations

• Initial Complaint

  Date:07/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a dress from them. Didn't fit so returned it as per return policy. They've had the dress for 2+ weeks now and refuse to refund me by ghosting me.

  Business Response

  Date: 07/18/2025

  Hi there

  Thanks for getting in touch and making us aware of this. My name's **** and I'm part of the escalations team here at *** where we look into all escalated complaints raised through Resolver. We can certainly assist you with this.

  I'm unable to locate any orders under your email address so please could you confirm a few small details for me and I'll get this looked in to further?

  - Order number

  - Full Name on the account
  - Full delivery address (Including postcode)
  - Any other email addresses that may have been used to place the order
  - The date when the order was placed (or as close to!)

  Thank you, speak soon - ****

• Initial Complaint

  Date:07/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Boohoo **************** Team I am writing to you to express my dissatisfaction with your services. I ordered on the 28th June 2025 with yourselves for Next Day Delivery. To my surprise, I had a delivered notification the next day and what do you know It's not even MY HOUSE! - I've gone round the street asked every single neighbour and no one knows a single thing. I even referred to the delivery photo and NOTHING. I've checked every possible way and there is NOTHING at all. I contacted Evri and they couldn't help me.Which brings me to my actual complaint, why is it I messaged you on the 29th June 2025 via Messenger and WhatsApp and I have not had a reply in 3 days now, no help, no resolution NOTHING. You use an awful company to do your deliveries and you don't even keep your customer service wide open so people can easily contact you. I am absolutely disgusted and I will be leaving a DREADFUL review on social media about this. I hereby request a FULL Refund for my order and if this is not processed and completed within 3 DAYS from now I will be raising this to trading standards and filing a chargeback with my bank because quite frankly this is UNACCEPTABLE! I understand you may be busy, but BooHoo lacks in live support being able to get an answer and as a customer who has just spent 95+ with you I should NOT be left hanging waiting around when all I have got is NO REPLY whatsoever. I work in customer service so I know what a pain in the backside it can be sometimes to receive the emails I am writing today and a lot of the time it is uncalled for. However, your company is absolutely dreadful and due to these issues I have not been able to get ANY clothes in-time because I trusted that Boohoo would be able to sort me out a replacement of some kind but NO? - It's too late for that now, so as a I state I request a refund within 3 days and if this has not been at least processed within that time I will be taking this further

  Business Response

  Date: 07/03/2025

  Hi *****

  Thank you for getting in touch, I'm sorry to hear you haven't received your order.

  Our customer service team aim to respond to all messages within 72 hours and I can see this timeframe was met by them. I can confirm this claim has been passed to the relevant team to investigate with the courier and a refund on the order has already been issued. Please allow 3 working days for the funds to show on the account if they are not already.

  Thanks - ****

• Initial Complaint

  Date:06/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ISSUE 1: I ordered multiple items and didnt receive a pair of black pants. I had to argue with customer service for days before they finally refunded me, and only after making themselves look foolish.ISSUE: 2 I placed another order for the same pants. This time they sent me the wrong item entirely. I contacted support and didnt hear anything for a full week. I had to go back into my original complaint emails just to finally get a reply.They asked me to send pictures of the wrong item, approved a return, BUT I have to pay to ship it back? So now Im losing money because of their mistake. Its ridiculous. This is the second time theyve messed up the same item, and the service has been slow, unhelpful, and careless both times.I just want a full refund including the return shipping. Im beyond frustrated and done with being the one who pays for their errors.

  Business Response

  Date: 07/01/2025

  Good afternoon Alex , I hope you are well. 
  
  My name is ****** and I work on the Escalations Team here at Boohoo Man where we deal with all BBB issues and escalated queries. I'm sorry to hear you're left feeling this way however, I will be happy to help. 
  

  I can see that this return has been made free for you so we would require a picture of your postage receipt and a full refund for the item will be issued. This is so our warehouse can look into the item and resolve this internally.

  Kind regards -Millie 

  
  

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23537922
  
  I am rejecting this response because:
  

  you are offering me a gift card return lol
  after all this trouble youve caused, from accusing me of lying, to sending the wrong item. I dont want a gift card. I dont want ANYTHING from you guys other than my money back .

  Sincerely,
  
  **** ******

  Business Response

  Date: 07/03/2025

  Hi

  Thanks for your reply

  I have looked into this and can confirm that once the decision has been made for a gift voucher refund, this cannot be reversed. All customers have the chance to carefully select their preferred refund method on the return portal.
  
  
  I understand the way you are feeling regarding this, however, the company does not influence your decision and you did have the choice to choose a refund back to your preferred method, or a gift voucher, and the voucher option was selected.
  
  
  You will get the option again for your next return if you make one, so please ensure you carefully select before proceeding.

  Thank you

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23537922
  
  I am rejecting this response because:

   

  BoohooMANs response is both dismissive and misleading. Yes, I selected a gift certificate, but that was before it was clear Id be receiving a full refund for the missing item. Their return/refund process is incredibly unclear, especially when theyre the ones who made the mistake.
  Their customer service continues to mix up my orders (there are two separate ones: one where pants were missing, another where the wrong pants were sent). Even now, support cannot keep them straight and often refers to the wrong order. Emails go unanswered, and their policies leave customers taking the financial hit for their own errors.
  This isn't about a gift certificate, this is about BoohooMAN refusing to take accountability, communicate clearly, or provide basic customer service. Their entire handling of this has been unprofessional and exhausting.
  
  

• Initial Complaint

  Date:06/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 4, 2025, I received notification from Nasty Gal that my refund for order items totaling $234.39 had been successfully issued for a return received on May 17, 2025. The refund included $134.39 for a waistcoat (SKU: BGG25934-144-20) and $100 for matching shorts (SKU: BGG25935-144-20). Nasty Gal stated the refund was issued to ****** and would appear within 24 hours, but as of June 17, 2025, no refund has appeared on my ****** account.I contacted ******, and they confirmed that no refund has been issued by the merchant. I also have screenshots showing the merchant marked the refund status as in_progress, but it has not been finalized or sent. Despite multiple attempts, I have not received any actual resolution or refund.This is misleading and violates fair consumer practices. I am out over $230 and was told to expect my funds back within 24 hours, which has not happened.

  Business Response

  Date: 06/19/2025

  Good afternoon *******
  My name is *****, and I work on the Group Escalations Team here at NastyGal where we deal with all escalated queries. I have been passed your case by BBB, and I will be more than happy to help today.
  
  I'm sorry to hear you cant locate your refund for your recent order.
  
  I have reviewed your order and can see the refund failed as there was an open dispute within *******
  
  When a dispute is opened all incoming transactions are put on hold pending an investigation. This can delay refunds reaching you as the dispute needs to be handled by a separate department to customer services.
  
  I can confirm the dispute was resolved on June 17th and $248.39 was refunded to you. Here is your ****** transaction ID should you wish to confirm the fuds with them. - 7A257174YD960111E
  
  Please rest assured that we remain committed to the best possible service for our customers, do not hesitate to reach out again in the future should you need assistance and we will be happy to help.
  
  Thank you
  -*****
  Group Escalations Team

  Customer Answer

  Date: 06/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/12/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted BooHoo on several occasions regarding the order referenced. The package was returned to sender and was delivered to an address in ******* on June 9, and not to my address in *******, **. I tried using the WhatsApp chat help to resolve the issue but kept being placed in a loop. I am requesting a full refund. Please see the supporting documentation attached.

  Business Response

  Date: 06/13/2025

  Good afternoon Ryan 
  My name is *****, and I work on the Group Escalations Team here at BoohooMAN where we deal with all escalated queries. I have been passed your case by BBB, and I will be more than happy to help today.
  
  I'm sorry to hear there has been an issue with your recent delivery.
  
  On looking at your tracking, your parcel is currently being processed to be returned due to the address being incorrect/incomplete.
  
  I have gone ahead and refunded you for the order now, as Im unable to resend your items at this time. $63.06 is now in progress back to your ****** account.
  
  Usually we wouldn't refund the delivery fee as this the incorrect/incomplete address would be considered customer error, however I have included this in your refund as a gesture of goodwill.
  
  Thank you and take care
  -*****
  Group Escalations Team

  Customer Answer

  Date: 06/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:06/05/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of the transaction: apr, 21, 2025 Ammount: ***** Order no: MUS108645944 Payment metod: apple pay No of items: 2 Shipping metod: speedx I didn't recived my package ******* *******.

  Business Response

  Date: 06/09/2025

  Hi Esteban 

  Thank you for getting in touch, I'm sorry you're still waiting on this order. Although the majority of our orders are delivered within the timeframe chosen at checkout, delays with couriers do sometimes happen that are out of our control and when they do, they ask to allow more time for delivery to be made before we are able to declare the parcel as lost. I can see the date provided by our customer service team has now passed so I've gone ahead and have refunded the order for you in full. Please allow 5-10 business days for the refund to show on your account.

  Have a great day - ****

• Initial Complaint

  Date:05/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need to return items worth nearly $300, but Ive been unable to log in to my Boohoo account despite multiple attempts to reset my password. I've tried every available option but havent been successful. Ive also contacted Boohoo customer service several times, but they are unresponsive and difficult to reach.Because of this delay, I am now at risk of missing the return window, which is frustrating as the issue is entirely on their end. Ive shopped with Boohoo before, but after repeated poor experiencesespecially with returnsthis will be my last time.All I want is assistance resetting my account so I can complete the return process. I'm not looking for discounts or compensationjust basic support and access. Boohoos lack of communication and accountability is unacceptable for an online retailer. Im requesting the BBBs help, as Ive exhausted all other options and need someone to intervene before the return window officially closes.

  Business Response

  Date: 06/01/2025

  Good Morning ****, 

  My name is ******* and I am part of the Group Escalations team here at boohoo. We deal with all escalated complaints, including those that come to us via BBB. I've had a look and have only been able to locate two emails from you regarding your return and account reset request. At the moment we're experiencing high levels of contact than anticipated so it is taking us longer than normal to respond to customers, however the customer services team are working through the contacts as quickly as they can. Also, looking at the screenshots provided, it appears you were contacting the Debenhams social media team and not the boohoo team, which will be why they were unable to help you. 

  However, none of this is a problem, as I can definitely help you with this. In the last month or so, our website and app were migrated to a different platform and this meant that some of our customers had to request a password request and some even had to create their account again. All you need to do is visit ***************************************** and create a new account using the same email address. This will then merge the two accounts, and you'll then be able to request a password reset and then have access to your account again, including your account history. If this doesn't work, please let us know and include screenshots of any error messages received.

  To log your return, you shouldn't need to log into your account. You just need to follow this link: ************************************************** and enter your order number and email address used to place the order. I have checked, and both details will work for you. You can then proceed with your return request and choose the return option that works best for you. 

  Please allow up to 28 days for us to receive your returns and process your refund for you. Remember to get a proof of postage receipt when you drop your return off and keep hold of it until you have received your full refund just in case we need to see it. 

  Please let us know either here or via ******************************************* if you have any further questions. 

  Best wishes, 

  *******
  Group Escalates Team

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23397788
  
  I am not rejecting this but now I am beyond the return window, can I still make the returns? I have 2 different orders

  
  Sincerely,
  
  **** ******

  Business Response

  Date: 06/06/2025

  Good morning ****, thank you for getting back in touch with us. 

  Our returns policy states that you have 28 days from the date of receiving your order to return, giving you plenty of time to try on the items and return anything that isnt suitable. 

  
  As the latest date to return the order has now passed, our returns portal will no longer generate the return and our warehouse team would not be able to accept any returns from this order.

  
  You can read everything about our returns policy here: *************************************************************

  Take care,

  Devon

  Group Escalations Team
  
  

  Customer Answer

  Date: 06/11/2025

  As Ive mentioned multiple times, I was unable to log into my account due to technical issues on Boohoos end. I reached out several times for help before the return window expired but received no assistance until much later, after I had escalated the issue to the Better Business Bureau. This delay prevented me from completing the return on time.
  The fact that I am now past the return window is a direct result of Boohoos system failure and lack of timely customer supportnot my own inaction. I placed two separate orders with the same items in different sizes due to inaccurate sizing, which still did not fit. If you review the orders, youll see this clearly.
  I am not asking for anything unreasonable. I am simply requesting to return items that do not fit and receive a refund. Im willing to pay for return shipping. However, I do not accept being held responsible for keeping items that were unwearable from the start and that I attempted to return within the proper timeframe.
  Please provide instructions for how to return these items so this matter can be resolved fairly.
  

  Business Response

  Date: 06/15/2025

  Good morning ****, thank you for getting back in touch with us. 

  I'm really sorry you feel this way, especially as you mentioned the technical issues you were experiencing with your account and not being able to log in, I understand you did reach out to us and that we provided support on how to log back into your account. 

  During this time the returns timeframe had passed, as stated we do allow 28 days from the date the order is delivered to be returned back to us for a refund for any unwanted sizes you had. 

  Whilst I understand your frustrations about the returns, we are unable to accept your return back to us for a refund. 

  This is our full and final response on the matter and any further contact will be closed without any response.

  Take care,

  Devon

  Group Escalations Team

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23397788
  
  I am rejecting this response because:
  
  as stated, if there were technical issues & I couldnt get ahold of anyone within the return window frame, how am I supposed to make the return? 
  

  Nobody responded until i had escalated this to BBB
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:05/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned items for a refund and have been told that the items were received but I was never refunded.

  Business Response

  Date: 05/29/2025

  Hey ********

  Thanks for getting in touch and making us aware of this. My name's **** and I'm part of the escalations team here at NastyGal where we look into all escalated complaints raised through BBB. We can certainly assist you with this.

  I can confirm your refund of $99.93 has been issued back to your bank account. This is now making its way through the system and will be with you soon.
  
  Thanks again for shopping with us and I hope we see you again soon, have a lovely day
  
  
  
  

• Initial Complaint

  Date:05/21/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction was May 11th and I expected it days ago. The tracking is not showing any updates and customer service is non existent. They only chat with customers through the robot. I will like to have my money back from boohoo.

  Business Response

  Date: 05/22/2025

  Good afternoon Ebehi
  My name is *****, and I work on the Group Escalations Team here at Boohoo where we deal with all escalated queries. I have been passed your case by BBB, and I will be more than happy to help today.

  Ive had a look into your tracking, and can see your parcel was last updated on May 17th as being received at the sorting office. As this has updated for a few days, I have gone ahead and escalated this to our carrier to investigate further.
  We fully expect your parcel to arrive so please do keep an eye on your tracking for any delivery updates - *****************************************************

  If your parcel hasnt arrived by June 7th please get in touch with us on the 8th and we can resolve this for you.
  
  I fully appreciate a late parcel is far from ideal and I cant apologise enough that your order is delayed. We do work closely alongside our couriers to ensure deliveries are made on time, and we try to anticipate some potential delays (particularly during busy periods) however, unforeseen circumstances can arise to which we have no control over.
  Please know we are looking into the delay, and aim to get your parcel moving again ASAP. All courier feedback is noted and discussed internally to see if we can improve our services for future deliveries.
  
  Your ongoing patience is greatly appreciated.
  -*****
  Group Escalations Team

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23357934
  
  I am rejecting this response because:

  I need a refund of my money. I don't want to wait any longer for failure to deliver my order on time. The reason I got the clothes would have passed by June 7th so please let my money be given back to me and I can use it elsewhere. 

  
  Sincerely,
  
  Ebehi Onakpoma

  Business Response

  Date: 05/29/2025

  Hi Ebhi

  As this parcel is still expected to be delivered, we are unable to currently offer a refund on the order. The parcel has tracked today to show it's at the delivery office so should be with you soon:

   *********************************************

  Using tracking number: CA002746550JE

  If the order isn't wanted when delivered, this can be returned for a refund.

  Please allow longer for the parcel to reach you and keep an eye on the tracking for further updates.

  I appreciate your patience with this.

   

  Thanks - ****

  Customer Answer

  Date: 06/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Ebehi Onakpoma