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:04/15/2025

  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.

  My order was shipped on 4/8 and supposed to have been delivered by 4/13. I received an email on 4/10 from the carrier saying that my PO Box was an undeliverable address. Neither BoohooMan nor the carrier, SpeedX, have contact phone numbers. Ive emailed them both several time over the last 4 days and the only automated response I got was from ****** saying that the package is delayed and I will get it by 4/26. I dont understand that when the carrier who was to deliver it already informed me that they cant deliver to my post office box, meaning itll be returned to sender. I just want a refund for this order. Waiting does no good when I was already told Im not getting it.

  Business Response

  Date: 04/16/2025

  Good morning Bobby 
  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 delivery.
  The tracking does state the address is incomplete, however on our system it shows as full and correct with the details you have provided.
  
  I have reached out via SpeedX chat option and confirmed the address for you. You can also reach out yourself using the 'Support' button at the top right of your tracking link - *********************************************

  From there click the chat box at the bottom right.
  
  Please keep checking this link for updates.
  
  I have refunded your delivery fee as a gesture of goodwill and this will clear in your Klarna account no later than May 1st.
  
  Thank you for your patience and take care.
  -*****
  Group Escalations Team
  

  
  

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23207600
  
  I am rejecting this response because:
  No one still cant tell me where my order is.
  Sincerely,
  
  ***** *******

  Business Response

  Date: 04/18/2025

  Thank you for your response *****. As stated by my colleague, the address has been confirmed with the courier and your delivery charge refunded. 

  I can see from our tracking that your parcel last tracked as 10th April. What I will do is kindly ask you to allow a little longer for this to be delivered and tracking to update. If there is no change by 30th April at the latest, please let me know and I will get this refunded for you. 
  
  Please note your parcel may arrive before this date, this is just the latest date before we can deem the parcel lost in anyway and issue you with a resend or process a refund for you. We are unable to cancel or refund the order now as this can still be located in the couriers network and delivered to you. This timeframe allows us to launch an investigation with the courier as a priority for you as to why your items were not delivered in the timeframe you chose. 

  Kind regards -Millie 
  
  

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23207600
  
  I am rejecting this response because:
  What are we waiting for at this point if the carrier already informed me that the package is undeliverable? This is a waste of our time.
  Sincerely,
  
  ***** *******

  Business Response

  Date: 04/23/2025

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

  I'm really sorry to hear you are unhappy with the resolution of waiting for further updates. 

  I can see from the tracking that SpeedX have now confirmed that your order is being returned to us, and therefore I can now go ahead and process your refund for you. 
  
  The $29.16 will be credited back to your Klarna account and you should receive an updated invoice by 8th May at the latest. 

  Take care, 

  Devon

  Group Escalations Team
  
  

  Customer Answer

  Date: 04/23/2025

   
  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:03/30/2025

  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 ordered a prom dress from this company based on the picture they had displayed. The reviews made me feel better about buying but when I received my dress, it was NOTHING like the picture. I have tried sending it back to get my money back but the company keep telling me they will refund me $15 if I keep the dress then half of my money. They send a return slip with an Oregon address then when I asked for a return shipping label, they stated they were international and could not supply it. I reminded them they sent me an Oregon address to return the dress but I had to pay for everything. This company is suspect and has caused me a lot of frustration and money because now we are limited on days to find a dress. This place is a scam

  Business Response

  Date: 03/31/2025

  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'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 (NA*********)
  - 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

  Jack

  
  

• Initial Complaint

  Date:03/27/2025

  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.

  On 01/30/2025 I purchased 4 products from Boohoo via Klarna for $98.86. I was unable to fit the clothes because they were too big. I contacted both companies and I received a return label through BooHoo. I returned all products on 02/25/2025 to ****. I have contacted the company multiple times and I have not found any resolution. The window they told me to wait to receive my refund has passed and because I purchased the items on karma, I am obligated to continue paying. I am unable to upload all of my screenshots from communication with the company but if I need to submit any additional information please let me know.

  Business Response

  Date: 03/27/2025

  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 Boohoo where we look into all escalated complaints raised through BBB. We can certainly assist you with this.
  

  I've had a look at the order and I can see that we have processed a refund for this order on the 27th March 2025 (01:31 pm) for an amount of ***** and this was processed back to your Klarna account.
  
  If you are still having problems locating the refund after today, please contact Klarna with the above info, who will be able to assist you with this. It usually takes around 24 hours for a processed refund to reach a Klarna account so be sure to allow this time before reaching out to ******
  
  Thanks again for shopping with us and I hope we see you again soon, take care for now. - Jack

• Initial Complaint

  Date:03/25/2025

  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 on Boohoo.com on 3/12/25 for 5 items. A skirt (in a size medium and large, A crochet swim suit cover up set, and a pair of shorts ( in a size medium and large). I have never shopped with Boohoo prior so I opted to purchase multiple sizes in the items due to me not being aware of what size I could fit. I received my order on 3/22/25. Upon opening my package I noticed that one of the skirts were missing. I immediately contacted Boohoo via text and was advised that a case would be opened and video would be reviewed to determine if all items were put in package. On 3/24/25 I received an email stating video was reviewed and it was determined that they saw all 5 items being placed in my package. I find this completely mind boggling because there is no way possible all items were placed in package. My package was not ******** with upon arrival. Boohoo is refusing to issue a $9.14 credit for the missing item. This issue is causing major stress and I will be seeking legal representation to request footage that has been reviewed.

  Business Response

  Date: 03/26/2025

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

  My name is ***** and I work in the escalations team here at Boohoo where we deal with all escalated queries, I have taken a look into your order and can see our **************** team have processed a refund for the missing skirt this morning.

  A refund of $9.14 was issued back to your Klarna account and you will receive an updated invoice by 10th April at the latest.

  Best wishes,

  *****

  Group Escalations Team

• Initial Complaint

  Date:03/11/2025

  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 a return over 4 months ago and have yet to get a refund Ive contacted them Over and over and each time they give me an excuse and different date when I should receive the month that a scamming people and stealing my money no one had reached out about the issue unless Im the one contacting them its over $70 then they tired to lie and say there was less clothes returned then there actually was. The only reason I returned the pants is because on the website they are advertising 100% cotton and 350 gsm then when I got the pants they are 100% polyester and this was with multiple pairs. AVOID THE COMPANY AT ALL COSTS

  Business Response

  Date: 03/11/2025

  Hello Dez,
  
  Thank you for bringing this to our attention, my name is ***** and I work in the Group Escalations Team here at Boohoo where we deal with all escalated complaints. 
  
  Having checked your order, I can see that a refund of $75.00 has been issued and this is on its way back to you and you will receive this no later than March 14th.

  Kind regards,

  *****
  Group Escalations Team

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23048156
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

   

  AGAIN  the 14th came and went and NO REFUND has been submitted or pending or processed this is a horrible company that steals peoples money 

  Business Response

  Date: 03/19/2025

  Thank you for your response. Please do contact us here via the account email address and we can advise further on this with any refund evidence available to us also: ************************************************************************

  Kind regards -Millie 

• Initial Complaint

  Date:02/22/2025

  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 a purchase on the nasty gal app today. I very quickly realized that the total price did not look accurate. I then realized that a 50% discount was not added and they took the 20% promo code discount that I entered instead. The website says 50% off everything and everything in my cart had it applied. I only ordered off the app because the actually website has a sliding top banner where it says 50% off everything and the next slide says download the app to get an extra 20%. When I go back and see how everything is totaled. Im thinking it must be a mistake and the check out is glitching. I contact customer service who tells me that this is not a mistake and I can only use one promo per order. This makes no sense to me since I only entered one promo code. There was no code for the 50% off. And ok if only one promo can be used, thats fine but then its all very misleading. At no point in the checkout process was there any clear indication that my promotion had changed and I no longer had 50% off. If there is only one promo allowed, why would it allow me to add a second one and remove the first (the 50%) without giving me any indication in the first place. Its shady. I think all of these things are very purposeful because in the end they make more money. Now because I cant cancel my order I have to receive these items and take my time to return them. I want to be compensated for my time and I want other shoppers to be informed of these tricks.

  Business Response

  Date: 02/23/2025

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

  My name is ***** and I work in the escalations team here at Nasty Gal where we deal with all escalated queries. I am so sorry to hear the 50% discount code didn't apply to your order and only 20% was applied. 

  Please note that we only allow 1 code per order as stated in our terms and conditions under section 7 for *********************************************************************************

  We are unable to cancel the order as this has been fulfilled but if you no longer wish to have the items once delivered then please return this back to us for a refund. 

  Take care, 

  *****

  Group Escalations Team

   

  Customer Answer

  Date: 02/23/2025

   
  Complaint: 22978527
  
  I am rejecting this response because:

  The terms of the promotion policy is not what Im upset about. Im disappointed and honestly bewildered by how misleading your advertisements of the promotions are. It would appear to anyone that the way that banner reads that you could use both promotions. But I know you feel that youre covered by the fine print and thats just shady. For you to say one thing in your advertisements and another in your policy. Not only that, the way the checkout process is, its very clear that your deliberately are misleading people to think that you can add a promo code while failing to indicate to the customer that theyve lost the bigger percentage promotion. These are all very shady deliberate business practices. Now, Im losing money and time paying and waiting for an order I know Im going to return because of the shady practices and your companys response is indifference. You know anyone shipping to save would choose a 50% over a 20% discount. Again, very shady unethical deliberate business practices. Meanwhile, you cant even leave reviews on the clothes at your website because you know your shady pricing practices would be there for everyone to see. This is unacceptable to me. People shouldnt be preyed on like this and when they ask for an explanation and some help you say not my problem read the fine print.  
  

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

  Business Response

  Date: 02/25/2025

  Hi Kimberly 

  Thanks for your reply

  Whilst we do appreciate the points you have raised, and they will certainly be taken onboard, I do have to advise that all of this is mentioned within our terms and conditions on the link sent previously by my colleague.

  We do advise our customers to thoroughly read through these terms, including any relating to promotions and discounts, to ensure the terms are fully understood and that the customer is happy with this information prior to placing the order.

  "Official Nasty Gal promotion codes entitle you to an offer on your online order from Nasty Gal. If you wish to apply a voucher code to your order, you must enter the relevant code during the online checkout process. Only one voucher code can be used per order and cannot be used in conjunction with any other promotion or offer".

  As above, your comments will certainly take onboard, but as the information is available for all to view on the website and is easy to find, we are confident that we are not committing shady, unethical deliberate business practices.

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

  Jack

• Initial Complaint

  Date:02/19/2025

  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 paid $246 for an order including 4 items. Upon receipt, my package was small and only included 2 of the 4 items. I requested a return refund for 2 of the 4 items, and nasty gal advised theyd be reviewing footage of the employees packing my package and get back to me in 3 business days. Its been 3 business days, no response. I followed up again, they asked for my information again, and said they connected me to an agent. I never got connected to an agent 6 hours later. I demand a refund for the 2 missing items in my order.

  Business Response

  Date: 02/20/2025

  Hello ******

  I can see a memeber of our admin team named Husna has already emailed you earlier today in relation to this complaint.

  Please can you check your email inbox / spam folder and respond to her email accordingly?

  Thank you

  Abdullah

  Boohoo Escalation Team

• Initial Complaint

  Date:02/13/2025

  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.

  I just want my refund I sent the item purchase back to store because it wasnt what was described on website way to big it happens but I sent item back in Dec-Jan they just received it Feb 2 and still no refund and I have to communicate via ******** messenger its just bad business for me when you cannot talk to a real person.tracking number at the bottom ??

  Business Response

  Date: 02/14/2025

  Hi Rachael 
  
  Thank you for getting in touch, I'm sorry to hear you're still waiting on a refund for your return.
  I can see you have previously been in contact with our customer service team about this and as advised by them, due to the volume of returns received and us being a UK based company, we ask to allow 28 days for any parcel sent to reach us and be refunded. As this timeframe has now just passed, I've refunded the item for you and the $50.17 for this should show on your account by the 21st February.

   

  Have a great day - ****

  Customer Answer

  Date: 02/14/2025

   
  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:02/08/2025

  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.

  I placed an order on boohoo.com in November ****** when are the package was supposed to arrive? I never received it. I went tothe post office. They told me that the tracking number for the package that I was supposed to receive was not the items that I was supposed receive. In fact the package was not the size that it was supposed to be for the items that was inside. It weighed as much as a debit card. What was supposed to be in the package was a bubble jacket, two ****** hats, a black scarf, and a pair of mittens. So whatever they sent with that exact tracking number was not what I . When I emailed boohoo to inform them of what happened. They told me that my package was sent back to the warehouse. They informed that I was going to get a refund, however, I never received the refund. It is now been a month and a half since the refund was supposed to come and they keepgiving me the runaround. This is highly unprofessional and I am highly upset.

  Business Response

  Date: 02/19/2025

  Hi Natalie 

  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 Resolver. We can certainly assist you with this.

  I've checked the order and can see this was returned on refunded on 12th January due to an issue with the delivery address.

  However, as there is currently a chargeback open on your bank account, the refund has failed to go through so for now, please contact your bank and close any chargebacks. Please be sure to contact our customer service team once this has been done and then we can go ahead and process the refund for you again.

  Thank you - Jack 

   

• Initial Complaint

  Date:02/07/2025

  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.

  Order was not received and I have not received a refund.

  Business Response

  Date: 02/08/2025

  Hi Isis

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

  I've had a look at the order and can see this was sent in 2x parcels, with one parcel looking to have been lost in transit and the other delivered to the chosen locker.

  I can see our customer service team have issued a refund on the item lost in transit, but as the other item is showing to have been successfully delivered, we will not be able to issue a refund on this.

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

  As shown on the tracking, this parcel was delivered to your postal locker and with this requiring a key to access, we will not be able to accept any claims of the parcel not being received. We are confident the parcel has been delivered to the chosen postage locker and would advise checking with anyone who has access to it for the parcel.

   

  Thanks - ****