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:11/15/2024

  Type:Service or Repair 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 made an order on 11/12/2024 the order was pretty large so it was split up into 2 separate parcels. Once the ******* ******* received the parcels I went into the app as I normally do and requested a location hold for both parcels. I was able to request a location hold for one of them but not the other one. That was unusual so I contacted the ******* to see if there was a glitch or error within the system. Once I finally was able to reach to ******* they informed me that I would have to contact the seller due to it being a restriction that they would only be able to clear. So I reached out to BOOHOO MAN via email as they only way to contact anyone from BOOHOO is via chat. I filled out the email inquiry page and waited for a reply. During this time I received multiple updates regarding my parcels being delivered which has been stressful. I finally received a response back from BOOHOO via email giving a generic message regarding tracking when I clearly stated the issue. So I sent another email emphasizing the matter at hand just to get a email back saying it could take up to 48 hours for a reply. Again the packages are soon to be delivered. So I reached out to BOOHOO via ******** messager again explaining the issue that I was currently having yet again I received a generic message about tracking and stating I should reach out to BOOHOO directly. I thought I was has been an annoyingly drawn out process. I literally have done everything within my power as a customer to resolve this issue and it's beyond poor customer service from **********************. What is confusing is how one parcel from the same order was granted hold at location access but not the other. It makes less sense that the only way to contact a company is via email and ******** messenger. The wildest part is that I paid extra for 3 day shipping and havent received my order in 3 days.

  Business Response

  Date: 11/16/2024

  Hi *****

  Thank you for getting in touch, I'm sorry to hear you have had an issue with the delivery of your order.

  When an order is made, this will be sent to the delivery address used at checkout and due to the shipping method used, we can not guarantee couriers will be able to redirect or hold these. I've checked the tracking for your parcels and can see both have been delivered as of yesterday, with one being held at the chosen ********** and the other showing to have been delivered to your address:

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

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

  With Express Delivery being a 3 business day delivery service, this made your orders expected delivery date the 18th November. As the parcels have been delivered within the chosen timeframe, these would not be considered late. 
  

  In regards to contacting us, I can see the messages in the screenshots were provided by our BOT and not our customer service team. We have a few contact avenues available and for future reference, these can all be found under our "Contact Us" page here:

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

  I do hope you can still enjoy the items on your order.

  Thanks

  ****

• Initial Complaint

  Date:11/08/2024

  Type:Service or Repair 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.

  For my order MUS107923493, For my order they dropped it off at the front of the building (I am in a gated community) and someone ran off with it. They did not bring it to my kiosk for packages or my locker. I am very disappointed. Due to me leaving for a few months tomorrow, I would like to be refunded in full for this order. Thank you so much! **** even admitted to their fault. When I complained to BoohooMAN they closed my account instead of refunding me.

  Business Response

  Date: 11/09/2024

  Good morning *******, I hope you are well. 

  My name is ***** and I work in the escalations team here at BoohooMAN where we deal with all escalated queries. 

  I am so sorry to hear you haven't received your order and you have advised this was taken, I can see that your order was successfully delivered on the 7th November to your front door/porch at 1:57pm. 

  I can see our investigations team contacted you on the 8th November to provide an update on this account. 

  As we have checked the tracking, location, and picture provided from your delivery and are confident that this parcel has been handed to somebody at your chosen delivery address.
  
  We will therefore be unable to issue a refund or reorder for the items on this occasion.
  
  Please check with everybody in your household to see if they have taken in the delivery for you and let us know if the parcel is found.

  Best wishes,

  *****

  Group Complaints Team
  
  

  Customer Answer

  Date: 11/09/2024

   
  Complaint: 22529715
  
  I am rejecting this response because:

   

  I quadruple checked, and I even sent out a bulletin in my neighborhood. Further, I even showed that **** made an error. Please refund. 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 11/13/2024

  Hello *******
  
  I appreciate you may have checked with neighbours etc, however you have already been contacted by our Investigation Team, and as such we will not be issuing a refund or replacement of your order.
  
  This decision will not be overturned and will stand as a full and final review.
  
  Should you have any questions, please reply to the email you received on the 8th Nov from the relevant team.
  
  Thank you and take care.
  -*****
  Group Escalations Team

  Customer Answer

  Date: 11/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is NOT satisfactory to me.

  But Klarna refunded me. 

   

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

• Initial Complaint

  Date:11/04/2024

  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.

  08/09/2024 delivered on 08/19/2024 I ordered 14 items and they where all to big so they gave me a QR code to use at the post office to return the items 9/19/2024 post office receive items contact customer service through email several times about my order and was told wait 30 days 10/20/2024 I contacted them again they said they upgraded and will get back in contact with me in 5 days 10/30/2024 I contacted them again cause it's way over 5 days and still haven't heard from them 11/04/2024 emailed them letting them know I am taking action because you have your product and my money and now you basically stealing cause I have neither tried to get this resolve before my card was canceled but now card is canceled almost 90 days and nothing...they need to figure out how to get me my money back to me and I will never deal with this company every again

  Business Response

  Date: 11/05/2024

  Hello *******, thank you for raising your complaint to us today using the BBB service. 
  
  My name is ***** and I work in the Group Complaints Team here at Boohoo Group and we deal with all escalated complaints including those sent to our CEO's. 
  
  Having checked your order, I can see that a member of our **************** team has been contact with you on November 4th and a refund has been issued against your order.
  
  A refund of $153.01 is now processing back to your bank account and will be with you no later than November 18th.
  
  Thank you
  *****
  Group Escalations Team

• Initial Complaint

  Date:10/29/2024

  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 received an order for 2 pairs of pants on 10/28/24 from Boohoo and they sent the wrong size pants. I reached out to them and they told me I would have to return the item, wait 29 days for them to receive the return and then they would credit my account for the amount I spent. I have pictures of my receipt and the tags that are on the pants that I was sent that I will include with my complaint. I just want them to send me the correct size, which is 12 and apologize for their mistake.

  Business Response

  Date: 10/30/2024

  Hi *****

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

  I've checked the order and I can see that both trousers have been ordered in a UK 16 which translates in to a US 12.

  The sizes you see on the site when you order are translated in to ** sizes once the order goes through just to give our guys in the warehouse a hand with packing orders and I'll leave a link to our size guide down below with all the info: *******************************************************
  
  If the size still isn't quite right, the option of returning for a refund and this can be done through the link below: ***************************************************************** sure to collect a postage receipt when you return the parcel and keep it safe until you have received all of your refunds. If you haven't received your refunds after 15 days, just send a photo of your receipt and we can process the refund manually for you.
   
  Thanks again for shopping with us and I hope we see you again soon, have a lovely day
  

  Be sure to collect a postage receipt when you return the parcel and keep it safe until you have received all of your refunds. If you haven't received your refunds after 29 days, just send a photo of your receipt and we can process the refund manually for you.
   
  Thanks again for shopping with us and I hope we see you again soon, have a lovely day

   

  Jack

  Group Escalations Team
  
  

   

   

• Initial Complaint

  Date:10/29/2024

  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.

  I placed an order from BooHoo Man. **** and the BooHoo Man app said my order was delivered but I have NOT received the package yet. I have checked the front and back of my home and with members of my household, but no ********** has been a week since it said it was delivered and it hasnt turned up. I am certain it was dropped off at the wrong address.I also checked with ***** They did an investigation and asked the delivery driver. They said it was dropped off at the address. I know that is not true.I have reached out to BooHoo for assistance but have not received a response so far.

  Business Response

  Date: 10/30/2024

  Hi ****. My name's ******, and I'm part of the escalations team here at BoohooMan, where we look into all escalated complaints raised through BBB. 

  Thank you for  contacting us and letting us know you haven't received your parcel even though the tracking shows your parcel delivered on Oct 22nd; I am sorry you cannot locate your parcel. 

  You mentioned you hadn't received a reply from our customer service team but I they did reply to you on Oct 23rd.

  Here's the link - ***********************************************************************. I totally understand you have been in contact with USPS. 

  Please check the delivery address entered on your order; this will show in your order confirmation email. 

  We issued a  refund of $84.38 on Oct 23rd for disputing the delivery.

  The refund will reach your original payment on or before the end of today, Oct 30th if it hasn't already. 

  We have found some refunds that can show from the order date, Oct 17th or anytime up to Oct 30th.

  Thank you.

  ******
  Group Escalation Team

   

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair 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.

  The last two times I ordered from here an item was forgotten in the order. The first time the customer service did nothing about it and I lost out on money. I didnt order for about a year. I recently just made another order for 4 hoodies. Pretty simple I would say. Package was delivered today with only 3 of the 4 hoodies. The hoodie missing was $22. It was gray and red. Oversized gothic MMXIII Printed and washed hoodie mens

  Business Response

  Date: 10/16/2024

  Hello

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

  Due to many false claims made in the past, it means that we have had no option other than to change the way missing item claims are handled. This includes an internal team of ours reviewing orders when they are being processed so we can determine exactly how many items have been packed into the parcel.
  
  Now, to ensure you have been provided with the correct decision, I myself have viewed the footage and I do have to advise that its clear to see that all items were packed into the parcel prior to dispatch on this occasion.
  
  As the footage shows all items were put in the parcel before sending, we are confident the correct number of items were received. Due to this, we won't be able to offer a refund or resend on the item you have advised was not received. 

  Thank you - ****

  
  
  
  

• Initial Complaint

  Date:10/08/2024

  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.

  Advertised 3 garments as 100% cotton. I have these ads screenshotted. The items I received are blended with polyester, which I cannot use. Company charges a fee for returns and will not accept parcel without printed label. I do not drive and cannot go through this process, which is why I SPECIFICALLY read the fine print on the ads very carefully before purchasing. This is straight-out deceptive advertising. $65 gone between **************** and I am out three items of clothing that I needed for winter.

  Business Response

  Date: 10/09/2024

  Hi Walter 

  Thank you for getting in touch, I'm sorry to hear the items you received do not match the material that is shown on the products page. 

  So I can advise further on this, please can you provide me with pictures of the items you received, showing the tags on them and the fabric they are made of?

  Speak soon,

   

  ****

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22398818
  
  I am rejecting this response because:
  

  You were the one who scammed me, not the other way around. I should not have to prove to you that you falsely advertised these items. You have the product in stock, and can read your own tags, I am sure.
  

  
  Sincerely,
  
  ****** A ******

  Business Response

  Date: 10/11/2024

  Hi ******

  Thanks for your reply

  We appreciate you sending the screenshots from the website but we need to see what it is you have received so please can you send a photo of the materials you can see on the items you have received?

  Thank you

  ****

• Initial Complaint

  Date:10/07/2024

  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.

  I made a purchase on Boohoo website on 10/3/2024. I never received a confirmation email but yet they took $35.19 out of my account the very next day. I reached out to the them via LIVE CHAT and they are saying they can not find an order placed under my email address. This is very unprofessional and I have never experienced this before. It is now 10/7/2024 and I still have not received an email.

  Business Response

  Date: 10/08/2024

  Good morning Nikki
  My name is Stacy 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.
  
  I'm sorry to hear you have faced issues with a recent order. It sounds like this could possibly of been a failed order, but the funds have been taken in error. First, can you double check the money has been taken from your account and has not dropped back in?

  If the funds are showing as being taken (not pending) please can you confirm a few details for me, and I will be glad to look into this further;
  

  
  - Email address used to place your order (if different to [email protected]) -
  - Full delivery address, including postcode -
  - Date of Order - October 3rd
  - Total - 35.19
  - Payment Method -
  
  Thank you and speak soon.
  
  -Stacy
  Group Escalations Team

• Initial Complaint

  Date:09/24/2024

  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.

  Placed an order and the on screen confirmation once paid showed one amount tendered then got confirmation email with a totally different price reached out to customer service and they said pricing changes even after credit info input asked to cancel order and they declined stated only way to resolve was to return once received

  Business Response

  Date: 09/24/2024

  Hi Whitney 

  Thank you for getting in touch, I can definitely look into this for you.

  I've had a look at this order and can see a 40% code with additional 10% extra off was used. As per our terms and conditions, only one promo code can be used per order and when placing an order, the prices are shown and agreed to when the checkout process is complete. The amount taken at that time is not different to what is shown and if there are any queries with the pricing, we need to be made aware of this before the order is made as we can not apply promotions to an order once it's made.

  I can see you have provided 2x screenshots which show different prices due to an addition of a promo code, and neither screenshot show all the items on the order at a price less than what was paid. The screenshots show different promotions applied and with them being 2x different promotions, the prices will be different. For example, IMG_3763 shows 4 items at a lower price than what was paid, but the Linen Blend Jumpsuit is showing as $27.50 where as only $25.45 was paid. This shows that the screenshot is not of the checkout process for the order you made and is of the basket with a different promo applied than what was used when the order fully placed. 

  On this occasion as a gesture of goodwill, I have refunded the 4 items down to the lowest price and the $13.34 for this should show on your account by the 1st October. We will not be able to offer further refunds on this occasion and as advised by our customer service team, if the items are no longer wanted due to the prices paid, these can be returned for a refund.

  Thanks - ****
  

   

   

• Initial Complaint

  Date:09/18/2024

  Type:Sales and Advertising 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 made an order that had 3 blazers. I needed all 3 of the blazers. Instead of the 3 blazers, 2 blazers and a pair of pants were sent to me. I contacted customer service, and they said I could make a free return. I returned all 3 items, and was charged $7 for returning all 3. However, I would have kept them all if the correct items were sent to me. I needed all 3 blazers for a specific event. I would like the $7 that was charged to be returned becuase the return was a mistake of the company, not a choice of mine.

  Business Response

  Date: 09/19/2024

  Good morning, I hope you are well. 
  
  My name is ****** and I work on the Escalations Team where we deal with all BBB issues and escalated queries. I'm sorry to hear your item arrived incorrectly however, I will be happy to help. 

  As you included 2 items in the same return that has no reported issues, this is why  a return fee was charged as per our normal returns process. Please do reach back out to our customer service team and inform them of this matter further so we can assist further from there as I am unable to locate the order with your provided email address.

  Kind regards,

  ******

  Group Escalations Team