ComplaintsforBooHoo.com USA, Inc

• Initial Complaint

  09/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  
  

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I order a package 8/23/24 that was supposed to be delivered 8/30/24. The package never arrived so I reached out to merchant. I was told to wait until 9/14/24 to report package missing. I reached out on the 14th and the merchant has refused to refund my order stating they need more time to track the package. I've reached out several times to an AI generated program that keeps saying they are still investigating my package location. The mail carrier tracking confirms no package was delivered to my home as it is still out for delivery according to website 8/30/24. It is 9/16/25 and they are now asking me to wait until 9/19/24 to reach back out.

  Business response

  09/17/2024

  Good morning Kourtni 
  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.

  I am so sorry to hear your parcel has not arrived as expected.
  

  Ive had a look into your tracking, and can see your parcel was last updated Aug 30th as beingout for delivery, and an expected delivery date on or before Sept 4th.
  
  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.

  I can see our customer services have advised to allow until the 19th Sept for further updates, as we do need to investigare further with the courier. I would ask to contact us on the 20th September should your parcel still not of updated or been delivered. At this point we can then deem your parcel as lost.
  

  
  As an apology for the delay, we have alsready provided you with a Free Express Delivery code and a $10 GV.

  At this time, we are not able to offer anything further and would kindly ask to allow until September 20th for a conclusion.

  Thank you and take care
  

  -*****
  Group Escalations Team

• Initial Complaint

  09/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order with BOOHOO totaling $213.49 on August 31. I received a box with my BooHoo items yesterday (Sept 8) MISSING 3 Items: 1) Plus Floral Print Mesh Ruffle Detail Maxi Dress GZZ85690-135-68 size 16 2) ********* Neck Flare Sleeve Knitted Midi Dress GZZ71394-124-51 size 14 3) Plus Zebra Maxi ***************** GZZ38155-156-68 size 16 . Inside the box was a letter from **** stating that the initial package had been damaged. **** obviously re-packaged the items in a new box, as the one from BooHoo was damaged. I also have filed a complaint with **** . I reached out to BooHoo as the retailer I ordered from, as they can reach out to **** and rectify this situation as I -the CUSTOMER- am missing 3 items that I paid for. After my initial email notifying BooHoo of the situation there have been 14 emails about this. I sent them a copy of the **** letter , a copy of the packing slip with the 3 missing items circled. They needed a picture of the box for some reason despite my telling them the box I received was intact - that the one they packaged my items in was damaged so it was obviously re-packaged by **** as the letter from **** WAS INSIDE the box I received. I sent them a picture of the box. BooHoo should be responsible for dealing with **** over this and it is due to their poor packing and shipping that the box was ruined. I have had items from BooHoo ruined in the mail ordered in the past but I did not want to go through the hassle of a return/exchange as they are in the **. But after having 3 items missing - I am pursuing resolution . I would like the 3 missing items I ordered sent to me. BooHoo can go after **** and try to get reimbursed from them. I have wasted so much time on this and it is after midnight now and I work in the morning.

  Business response

  09/09/2024

  Hi *****

  Thank you for getting in touch, I'm sorry to hear you are missing items from this order.

  I can see our customer service team have already referred this to our loss prevention team who handle missing item claims and we would usually need to allow time for them to investigate and respond to this. I've had a look at the order and I apologise but the items are no longer in stock so can't be resent, and to get this resolved for you, I've gone ahead and have issued a refund on the missing items and the $71.40 for this will show on your ****** account within 24 hours.

  Rest assured, this will be looked into with **** and I do hope you can still enjoy the items you received

  Have a great day - ****

  Business response

  09/09/2024

  Hi *****

  Thank you for getting in touch, I'm sorry to hear you are missing items from this order.

  I can see our customer service team have already referred this to our loss prevention team who handle missing item claims and we would usually need to allow time for them to investigate and respond to this. I've had a look at the order and I apologise but the items are no longer in stock so can't be resent, and to get this resolved for you, I've gone ahead and have issued a refund on the missing items and the $71.40 for this will show on your ****** account within 24 hours.

  Rest assured, this will be looked into with **** and I do hope you can still enjoy the items you received

  Have a great day - ****

  Customer response

  09/09/2024

   
  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

  09/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on 8/23/24. (order # GUS108204163).I returned part of my order (the two pairs of shorts) on August 29th to the **** and it says it was picked up by the shipping agent on August 31st.The tracking number is: ************************** (*******************************************************************************************)I have not heard any response from Nasty Gal about the return status since then and need an update.I tried speaking with a chat agent but they literally stopped responding and sent me a survey. Ridiculous.I need a resolution on this asap and the money refunded back to my original payment method.

  Business response

  09/06/2024

  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 have had a look at your return, and can see we havent quite received it back just yet. Not to worry though, our returns can take up to 29 days reach us and be refunded.
  As this was posted on the 29th Aug, we would ask you allow until the 27th September for your refund to be automatically issued. I can see our customer service team did reply to your email and advise the same on the 5th September, so please check any junk/spam folders incase its fallen into there in error.
  
  If by this date you have not received your refund, please get back to us and we can take another look into this.
  
  Thank you and take care
  -*****
  Group Escalations Team
  
  

• Initial Complaint

  08/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  l ordered items from boohooman. com on 8/9/2024; order #MUS107605071. | ordered 16 items but have yet to receive my package as its been over 2 weeks. I contacted customer support on explaining that my package didnt anrrive. The customer service representative stated that I would need to agree to an investigation being conducted and essentially requested my permission to review video footage of their own employees packing the items, in order to further assist me with my issue. I requested a full refund and that request has not yet been honored. I am extremely dissatisfied with the poor customer service and missing package that I paid for. Unacceptable.?

  Business response

  08/22/2024

  Hello ******,
  
  Thank you for raising your concerns through BBB today relating to your order MUS107605071. I am sorry to hear you have not received your order, this is certainly not the experience we want for you when shopping with us.
  
  Having checked your order, I can see you have previously been in discussion with our **************** team and they have gone through some checks with you around the parcel, however you have still been unable to locate this.
  
  As such I have now issued a refund on your order and $183.62 is now processing back to your ****** and will be with you no later than August 23rd.
  
  Thank you
  *****
  Group Escalations Team

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  This was one of my emails to them I am returning them because I ordered a complete suit 1 pants and 1 jacket but instead received two pants. Off course I paid for my items to be expressed to me however of what you I received were two pants and no jacket Im very disappointed also in your slow response to your error.. look how many days now we are going back and forth with this issue this is how you do business??? My missing item should have been shipped express to me the moment I informed you of your mistake instead your are giving me such a hard time with my orderDISAPPOINTED!!!!!I am requesting that I do not pay to return this order because it was your mistake 1. You failed to package the product correctly 2. You failed to send me the the correct product promptly.Since then they have agreed to pay me what was bought but not the shipping fees which I requested

  Business response

  08/21/2024

  Hi ******

  I'm sorry to hear an incorrect item was received on this order.

  I can see our customer service team have helped with this, and have advised on why we are unable to issue a refund on the return postage fee.

  We do not charge for the return of incorrect items, however, as the other item on the order which was correct was also returned, this would mean a return fee was applicable to the return parcel. I can see that we were unable to offer a resend on the jacket due to it being out of stock, but a full refund on the item has been issued for you. I can also see a free Express Delivery code was given to you too so you could reorder an alternative. 

  On this occasion only as a gesture of goodwill, I have issued a refund on the return fee but as a correct item was delivered and we have also provided a free delivery code for your next order, we will not be able to offer a refund on the shipping fee too. The $7 for this should show on your Klarna invoice within 24 hours.
  
  Have a great day - ****

   

  Customer response

  08/21/2024

   
  Complaint: 22169121
  
  I am rejecting this response because:
  Boohoo still wants to charge a part of the return fee which is unacceptable the full shipping fee should be refunded they are saying theyre only paying for one of the items that were shipped back however a full shipment refund should be returned to me since I needed a full suit and not two pants. A full suit is a jacket and pants not two pants. You left me no other choice but to return both items since they complimented each other you must really take me for a fool but its ok Boohoo will loose me and my entire family and anyone I know for  a few dollars they refused to refund
  Sincerely,
  
  Berthy Boston

• Initial Complaint

  08/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have reached out to boohoo 3 different times alerting them that wherever they delivered the package was NOT my residence. I have contacted both ***** and my leasing department regarding this package. I do not appreciate being called a liar nor do I appreciate the lack in customer service. I repeat I DID NOT receive this package nor was it delivered.

  Business response

  08/15/2024

  Dear ********, I hope you are well. 
  
  My name is ****** and I work on the Escalations Team here at Boohoo where we deal with all BBB issues and escalated queries. I'm sorry to hear your left feeling this way regarding your delivery however, I will be happy to advise on this.

  I can see your parcel was left inside a locker at the address you entered at checkout which we would class as a secure delivery location. Please do ensure you have checked at the delivery address as well as with the reception area and CCTV of the lockers in the building to confirm this is not with your neighbours or this has not been taken. We would suggest opening a claim with the courier should you be unable to locate this. 

  Kind regards -Millie 

  
  

  Customer response

  08/15/2024

   
  Complaint: 22139891
  
  I am rejecting this response because: it was not left in any locker because the resident lockers were full at the time but in between lockers.I once again never received the package nor does cctv show it being delivered.
  
  Sincerely,
  
  ***************************

  Business response

  08/17/2024

  Hi ********

  In your initial email you advised it has not been delivered to your residence, but have now advised the parcel was left between lockers at the residence. Any CCTV of the lockers will show the courier made delivery to this location as ***** have provided a GPS and picture of delivery being made.

  We do take missing parcel claims very seriously, and if the parcel is not where it is showing to have been left in the picture the courier provided, this would suggest it has been stolen. We can reorder or refund (please let me know which youd prefer) this parcel for you but before we can do this , we will need to investigate this further and so we can do this, could you please read through the below statements and reply to confirm that you agree with all of them.
  I can confirm that I have checked with those within my household who may have signed or received the goods on my behalf, and can confirm the parcel has not been received.
  I have fully checked around my property and have not located the parcel.
  I will inform you immediately if it arrives.
  I agree to co-operate with Loss Prevention and/or the Police in the event of any investigation into the missing items
  I understand that any refund regarding this claim might be subject to a further investigation
  I confirm this declaration is true & accurate in all respects.
  I understand that making a false statement could lead to further legal action.
  

  Please also provide a picture of the lockers, showing the gap in them where you have advised the parcel was left.

  
  We require you to respond to this email agreeing to the above 7 points and that you are happy for us to resend/refund the order. If the original order arrives just simply return it back to us.
  Please note, your name and tracking number will be shared with the carrier for investigation.

  Thanks - ****
  

• Initial Complaint

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Item took 25 days to be received, with over 90% of that time being in customs. received item with bag obviously ripped open and taped back shut, and only received 2/8 items ordered. company is attempting to make me agree to a policy that states I will not receive a refund if it is shown from their store camera that the items were packaged but this is unacceptable since the bag was obviously tampered with and could have been tampered with any time within the 25 days it took to receive said package. the package was received more than 20 days late according to when it was scheduled.

  Business response

  08/14/2024

  Hi **********;

  Thank you for your email, I'm sorry to hear items from your order were missing from your parcel. 

  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. When a claim is received, this is passed to the relevant team who will review the footage of the order being scanned,packed and shipped and will also raise any claims with couriers where necessary. For us to be able to pass this to them, we do require agreement to the points I have included below as we do take missing item claims very seriously:

  I can confirm that I have fully checked my parcel and the items claimed as missing are not with my order.

  I can confirm I have not received any additional items that I did not order.

  I agree to co-operate with Loss Prevention in the event of any investigation into the missing items claimed.

  I understand that any refund regarding this claim might be subject to further investigation.

  I confirm this declaration is true & accurate in all respects.

  I understand that making a false statement could lead to further legal action.
  
  We do of course ensure customer's who don't receive items are refunded and do take damage to parcels in transit in to account too on the footage review. 
  
  On this occasion, taking the parcel damage and delay of delivery in to account, we will waive the need for the agreement to the points and this has now been passed to the relevant team to investigate with the courier. I do apologize but the items are now out of stock so I am unable to resend these and instead have refunded the 6 missing items. The $80.84 for this should show on your account by the 21st August.

   

  Have a great day - ****

  Customer response

  08/14/2024

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

• Initial Complaint

  08/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order on Friday 8.9.24 and paid for next day shipping. The items should have been delivered by 8.12.24. I contacted the business on 8.13.24 and theyre now saying it will take an additional 48 hours to ship the items. That is not what I paid for.

  Business response

  08/14/2024

  Good morning
  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.

  I'm sorry to hear your order was delayed. 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.

  I can see our customer service team have refunded the delivery fee for you today (Aug 14th) and this will reach your card account within 5 working days. Your parcel is now showing as delivered, so if you are wishing to be refunded for the items, you are more than welcome to return them back to ***
  Your return can be logged here - ***************************************************
  
  Thank you and take care.

  -*****
  Group Escalations Team

   

  Customer response

  08/14/2024

   
  Complaint: 22133210
  
  I am rejecting this response because - as I mentioned - I needed the items before I left for a trip and paid for next day shipping so that those items would arrive on time. If I had been aware when placing the order that your company was unable to actually deliver I would have placed an order from another retailer who can deliver on time. After reading MANY reviews it seems like this is a common issue with your company so I firmly believe that your company is committing fraud by advertising and charging customers for a delivery time that cannot be fulfilled and your website is prominently featuring that language in an attempt to lure more customers in and convince them to purchase. This is unethical and illegal. 
  
  Sincerely,
  
  *************************

  Business response

  08/16/2024

  Hi

  Thanks for your reply.

  We are very sorry for the inconvenience that has been caused.
  
  We understand that sometimes issues can arise with products or services, and we strive to provide the best possible customer experience. Our intention is to make amends for any dissatisfaction or inconvenience you may have experienced.

  On this occasion, we have fully refunded the delivery fee ($13.99) which is due to reach your account no later than 21st August

  Thank you again for getting in touch and making us aware of the issue, your very valuable feedback will certainly ensure that our standard remain at the highest which is what our loyal customers deserve.
  
  ********* for now and I hope we see you again in the future, have a lovely day.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a postcard in the mail about the BooHoo Class Action Settlement and was advised that I am eligible to receive a $10 gift card with free shipping as a class member of the lawsuit/settlement. I made purchases from both Boohoo and Pretty Little Thing between April 1, 2016 and July 17, 2022 so I should qualify to receive a $10 gift card and free shipping for each company. Despite reaching out to BooHoo several times via email (I emailed ************************************************************** ********************************** and *************************************************** to request the $10 gift card and free shipping and providing my name and address so that they could confirm, not a soul has responded to any of my emails.

  Business response

  08/17/2024

  Hi ******, hope you are well. 

  Thank you so much for reaching out to us with regards to the settlement. I am sorry to hear this issue has still not been resolved and that you have not received a reply from the issuer. 

  I have taken a look into this for you, and I can confirm our customer services did not action these gift cards. So we do not have access to the respective systems to confirm if they have been issued, nor resend them if needed. As this is the case, the only thing I can advise is that you try contacting them again and keeping an eye on your spam/junk folder in case any emails from the issuer appear in there. 

  I appreciate this is not the answer you wanted to hear. 

  Kind regards
  *******  

*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. ↩