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:01/30/2025

  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.

  Dear BoohooMAN Customer Service,I am following up on my missing package with official proof from ***** confirming that my order was misdelivered. According to their report, my package was incorrectly delivered to *************** instead of ****************************, the delivery confirmation includes a photo of someone accepting the package who is not me. To clarify: I am a transgender female and Asian, while the individual in the photo is a male and African-American. This package was given to a neighbor, not me, and I have no way of retrieving it. Delivery confirmation does not prove I received my package, only that it was dropped off somewhere.Given this clear evidence, I demand a full refund or replacement. As the seller, BoohooMAN is responsible for ensuring proper delivery to the correct recipient, and since that did not happen, I should not bear the financial loss.I have attached the proof from ***** confirming the incorrect delivery. Please address this issue immediately and provide a resolution. If this matter is not resolved fairly, I will escalate my dispute further.Looking forward to your prompt ************* regards,****** ******** Order #MUS108344112

  Business Response

  Date: 02/01/2025

  Hello,

  Thank you for raising your concerns to us through the BBB service. My name is ***** and I work in the Group Escalations Team here at Boohoo Group. We deal with all escalated queries including those to our CEO's.
  
  I am sorry to hear you have not received your order and this has in fact been delivered to an incorrect address. So we can move to a resolution of refunding your order, can you please review the points below and confirm your acceptance on these and I will confirm the resolution and refund as soon as possible for you.
  
  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.
  
  Kind regards,
  ***** - Group Escalations Team

  Customer Answer

  Date: 02/01/2025

   
  Complaint: 22880917
  
  I am rejecting this response because:

   

  im replying to their statement, but yes, I agree and I confirm and please issue me a full refund. 
  

  I also replied to loss preventions email when they asked me for a refund as well and I said yes
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 02/05/2025

  Hi Ladrae 
  
  Thank you for confirming your agreement to these points.

  This has now been investigated further internally since your response to our Loss Prevention Team and it has been found this is not your first claim of it's type you have made with us, and several accounts you hold with ourselves have missing parcel claims under them. The refund has now been cancelled and this is being investigated further with the relevant team. We do take missing parcel claims very seriously and with the evidence available to us, we are confident this parcel has been delivered to you and the picture provided is of a person at the given address accepting the parcel.

  Due to the number of previous claims you have with ourselves, the relevant team have previously been in contact with you and will likely reach out to you again about this. 

  This is our full and final resolution on this and a refund will not be issued on this alleged missing order.

   

  Have a great day - ****

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22880917
  
  I am rejecting this response because:
  

  I literally provided proof that this is not me or my address and how can you sit here and refund me and then take it back

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

• Initial Complaint

  Date:01/30/2025

  Type:Delivery 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.

  Dear Better Business Bureau,I am writing to file a formal complaint against Nasty Gal regarding my order #GUS108269416, placed on December 14, 2024, for the Puffball Structured Satin Mini Skirt (price: $43.12) and the Tis The Season To Be Dolly ******* Sweater (price: $54.56). I paid an additional $11.99 for 3-day express shipping, which should have ensured delivery by December 19, 2024.However, I received an email on December 24, 2024, informing me that my order would not arrive before Christmas, and I was advised to expect delivery on December 26, 2024. I ultimately received the order on December 27, 2024. Since I needed the items before Christmas, I immediately requested a return and shipped the items back on December 27, 2024, using the tracking number **************************. The items were delivered back to Nasty Gal on December 31, ******* of today, January 30, 2025, I have not received any refund for the returned items. I am dissatisfied with the delays in both the delivery and the return process, and the lack of resolution on my refund. I request that Nasty Gal process my refund immediately.I look forward to your assistance in resolving this matter.Thank you for your attention to this issue.

  Business Response

  Date: 02/01/2025

  Hi Quintashia, hope you are well. 

  My name is ******* and I am part of the NastyGals Escalations Team, that deals with all types of complaints.

  Thank you so much for reaching out to us and for making us aware about the delay you had with both the delivery and the return process. I am sorry to hear your order arrived later than expected and that you have still not received a refund for the returned items you made. I completely understand what you are saying and why you feel this way, especially as you needed the items before Christmas. I can assure you it is not our intention to make you feel this way at all and all your feedback has been taken on board. 

  Please note, whilst the vast majority of our parcels are dispatched on time to our couriers, very rarely there can be an unavoidable delay, which holds them up. We work as closely with our couriers to ensure disruption is as minimal as possible and the majority of our parcels are delivered within the delivery promise.  

  I have taken a look into your order and I can see the returned items were received back at the UK warehouse yesterday and the refund for the items is pending at the moment. We do ask that you allow until the 4th Feb for the refund for the items to be processed fully and then a further 24/48 hours after that for the refund to appear in your ****** account. 

  However, as I can see there were a delay with receiving your order. On this occasion, I have also gone ahead and refunded you for the delivery charge today. The full refund for $65.27 is pending at the moment and we do ask that you allow until the 6th Feb at the latest for this refund to appear in your ****** account. In the meantime, please keep an eye on your statements because any refunds issued will show in there first.

  Take care - Lindsay 

  Customer Answer

  Date: 02/01/2025

   
  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,
  
  Quintashia **********

• Initial Complaint

  Date:01/20/2025

  Type:Delivery 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 am writing to file a formal complaint against Boohoo regarding my order #NA115804131, placed on December 3, 2024. I did not receive my order until December 24, 2024, and my experience with this company has been deeply disappointing due to several issues.Firstly, my order was delayed with no clear explanation or updates from the company. Upon finally receiving the shipment, I found that one of the pairs of jeans was the wrong size. I had ordered a US size 8, but instead, I received a US size 4. I immediately contacted customer service on December 24, 2024, and was provided a link to initiate a return. However, I have since noticed that I am being charged a $7 return shipping fee, which I believe is unjust, given that Boohoo shipped me the incorrect item.When I reached out to customer service again today, I was met with an unhelpful response. I was told that I should not rely on the sizes listed in my email confirmation because they were allegedly incorrect, which IS MISLEADING AND CONSTITUTES FRAUDULENT BEHAVIOR. Additionally, I was informed that I had selected the wrong size on the US Boohoo site, which is incorrect, as my email confirmation clearly shows that I selected the same size (US 8) for both pairs of jeansyet only one was shipped correctly.This mistake is entirely Boohoo's fault, and yet the company is refusing to take responsibility for the error. I am requesting a reversal of the $7 return shipping fee, as I should not be penalized for an issue that was caused by Boohoos own mistake.

  Business Response

  Date: 01/20/2025

  Dear Tameara, I hope you are well. 
  
  My name is ****** and I work on the Escalations Team here at Boohoo where we deal with all resolver 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 our customer service team are correct in advising about the ** sizing of our items so please bare this in mind for any future orders. As a gesture of goodwill, I have issued a refund of $7 for the return fee and this will hit your payment method by 24th January at the latest. Please note this has been done only as a gesture of goodwill and should this issue reoccur, no refund will be issued for the return.

  Kind regards and take care -Millie 

  
  

  Customer Answer

  Date: 01/22/2025

   
  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,
  
  Tameara

• Initial Complaint

  Date:01/07/2025

  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 placed an online order with a retailer (**************************) owned by parent company, BooHoo Group headquartered in **************************. The order was delivered to me 11/15/2024. The clothing items were too small in size so I returned them on 12/7/2024. Per the **** tracking website, the return was received and accepted by the merchant on 12/23/2024 in *****************************. On 12/30/2024 I reached out to the merchant via their ******** Messenger app requesting a status on my refund. I was told by the agent that my wait period ended on 1/5/2025 and to wait until that time for my refund to process. On 1/7/2025 I reached out t the merchant again via the Messenger app to request a status on my refund. This time I was told via chat that my waiting period ends on 1/21/2025. At this point, I do not trust that I will get my refund back from the merchant by following their return policy.

  Business Response

  Date: 01/08/2025

  Good morning, hope you are well. 

  My name is ******* and I am part of the NastyGals Escalations Team. Thank you so much for reaching out to us with regards to your refund for your return. I will be more than happy to assist you with your query today, that's not a problem at all. 
  
  First of all, I am sorry to hear you have still not received the refund for the items you returned on the 7th of December 2024. I completely understand what you are saying and why you feel this way, especially as you have been advised of different dates. I can assure you it is not our intention to make you feel this way at all. Please rest assured that you have done the right thing letting me know about this and all your feedback has been taken on board. 

  I have taken a look into your order, and I can see our customer service team contacted you this morning asking for the name of items you have returned as we can see it has been over 29 days since the return was made. So that we can assist you further, please can you confirm the name/product codes of the items you have returned?

  I look forward to hearing from you and take care -Lindsay  

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22781557
  
  I am rejecting this response because: the business has asked for additional information that I am providing below.

  Tailored Tab Front Wide Leg Pants #BGG22236-124-16

  Extreme Loopy Cardigan #BGG24187-123-30
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 01/11/2025

  Thank you for your reply,
  
  I can confirm that our warehouse has confirmed receipt of your return and a refund of $178.44 is now processing back to your bank account and will be with you no later than January 20th.
  
  Kind regards,
  
  *****
  Group Escalations Team

  Customer Answer

  Date: 01/14/2025

   
  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:01/07/2025

  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.

  BooHoo has incorrectly processed my refund and offers conflicting information regarding the return fix. To fix the return, the company acknowledged, cameras to review the footage, and then refused to review the footage. The total number of items have not been refunded and BooHoo refuses to provide any information on their US headquarters for escalation and this is preventing me from my right to pursue litigation if necessary. I am asking for a competent, English proficient employee to handle and solve this concern for order MUS108176260 and its refund

  Business Response

  Date: 01/08/2025

  Good morning Adrian 
  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.
  
  Order MUS108176260
  I can confirm the order of Forest Camo Slim Stacked Multi Cargo Trouser KHAKI has been refunded as you claimed to of not received your parcel, even though delivery is showing to of been made. $38.95 has been refunded Jan 6th to reach your ApplePay by 13th Jan.

  Your previous order ending 4889 has been refunded, totalling $211.36. This is for the following items;

  1x Man Dash Loungewear Jogger GREY XL
  1x Man Active Bronx Gym Oversized Jogger GREY MARL L
  1x Reindeer Fairisle Christmas Jumper GREEN XL
  1x Fairisle Knitted Christmas Jumper BURGUNDY L
  1x Regular Fit Brushed Knit Hoodie CHARCOAL L
  1x Tall Borg Lined Double Breasted Overcoat in Tan TAN XL
  1x Man Active Gym Tapered Fit Jogger BLACK XL
  1x Plus Forest Camo Slim Stacked Multi Cargo Trouser SAND 38
  1x Relaxed Acid Wash Zip Off Twill Cargo Trousers KHAKI 36
  1x Tall Oversized Cargo Jogger In Black BLACK XL

  I have read through your conversation with our customer service team, and as I understand you are waiting on a refund for four remaining items - 

  Man dash loungewear pants(x1)
  Regular fit brushed knit hoodie
  Fixed waist pleat front straight tailored trousers
  Man active Bronx workout oversized

  Is this correct?

   

  -*****
  Group Escalations Team

• Initial Complaint

  Date:01/07/2025

  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 purchase order on November 28, 2024 totaling to $45.52 USD via the BooHoo mobile app. The tracking number provided was LA509735113GB. The package was not dispatched from the facility and after contacting the service line, they kept extended the expected delivery date 3 times. I have attempted to request a refund with no reply. I understand holiday rush and weather delays but the resolution time has been exceeded as a consumer.

  Business Response

  Date: 01/08/2025

  Hi 

  Thanks for getting in touch and making us aware of this. My name is **** and I'm on the escalations team here at Boohoo where we deal with all queries raised through BBB and w'll be more than happy to assist you with this.

  We have a certain window time period that has been agreed with the couriers for them to complete investigations on any parcel that does not have a tracking update, or where the tracking does not update from one point to another which I do have to advise is regardless of which delivery option has been selected for the order. 

  Once that window has passed, then they have no choice but to allow a claim for the loss of a parcel. Please rest assured that should your package not be delivered by the date above, you will absolutely be fully refunded or have the order replaced if the items are still available (totally your choice) 
  

  Having checked the order, I can see the order has now been declared as lost and the $45.52 is due to reach your account within the next 5 working days.

  I'm sorry we couldn't get the parcel to you on this occasion but this is something we will investigate with the couriers to ensure this never happens again.

  Thank you 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.
  
  Take care for now and I hope we see you again in the future, have a lovely day. 
  - ****

• Initial Complaint

  Date:01/04/2025

  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 ordered some black jeans from BooHoo as a Christmas gift. I ordered a size 12. However, I received a size 8. I emailed Boo-boo customer service on 12/26/24, stating the problem and requesting assistance. I did not receive a response to my email. I initiated contact with their customer service on 1/3/245 via Chat to escalate. For different representatives, ********, ******* ****** Sahel responded separately. I provided pictures of the item between the four of them, including the tag attached to the pants. There is a tag sewn into the pants that says Size 8 US. There is another tag attached to the pants that says Size 12 US. This clearly reflects the pants are mismatched. I wear a size 12 US. These pants are too small. Following are the details of the order: Order Number: NA115763779 Order Date: 11/18/2024 Item: Tall Basics Wide Leg Jeans Qty: 1 US Size: 12 Color: Washed Balck Subtotal: $23.28 Shipping: $10.76 Order Total: $34.04 Desired Resolution: BooHoo to send me the Tall Basics Wide Leg Jeans in Size 12 US and pay for the return of the Size 8 US item as this was their error.

  Business Response

  Date: 01/05/2025

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

  I can see you reached out to our customer service team who have since created a label for you to make a return of the item you are unhappy with. Please refer to this contact for your label.

  Kind regards,

  ******

  
  

• Initial Complaint

  Date:01/02/2025

  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 placed an order that was set to arrive 12/18. I have reached out multiple times and each time I was told to please allow more time. Most recently I was told that if I didnt receive it or if the tracking didnt update that it would officially be considered lost. The tracking claims that it was in my city, then in the southernmost part of my state, then to a state literally across the country. I reached out and they said that they are unable to refund the item and to wait again. I dont even want it anymore. I just want my money back. Theyve been holding my money for nearly a month.

  Business Response

  Date: 01/02/2025

  Hello Danielle 
  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.
  
  Im sorry to hear your parcel has not arrived as expected. I have looked into your tracking and can see the parcel is updating with ***** so we are unable to consider this as lost at this time.
  
  I have reached out to **** and asked if there are any issues which is stopping this reaching you, and also requested the parcel is returned to sender as you no longer require delivery.
  I would also ask that you reach out to the courier also, and make them aware the parcel should be returned to us.
  
  Once you see a returned to sender scan on your tracking link, let us know and we can advise further for you - ********************************************************************************************************************
  
  I have refunded your original delivery fee, and the $7.48 will reach your ApplePay no later than Jnan 13th.
  
  Thank you for your patience and take care.
  
  -*****
  Group Escalations Team

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22755668
  
  I am rejecting this response because: the tracking continues to not be updated, they just keep changing the date on it, which allows you to keep saying to me wait two more days, shipping has been updated and no one is actually paying attention to what I am saying. I just want all of my money back. I am never buying from you all again, and I have placed several orders throughout the years. So beyond disappointed. 
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 01/10/2025

  Hello ********, 
  
  Whilst we appreciate where you're coming from, please note that we are not the ones that are updating the tracking to show further updates. The parcel seems to be moving through the courier's network as it should be, otherwise there would not be any tracking updates if this wasn't physically happening. 
  
  It isn't a matter of us not listening to what you are saying, the timescales you've been advised to allow for the order to arrive and/or for us to be able to resolve this for you, is a timescale we are contracted by the courier to allow for delivery to take place and/or for us to be able to resolve matters. The only time we are able to resolve such matters, is once this timescale has been waited and if the tracking updates during that time, the timescale does start again because as explained above, tracking updates prove that the parcel is moving within the courier's network. 
  
  I can see ***** did request the courier to mark the parcel as being returned back to us however, we've yet to receive a response from the courier. As it has been over a month now since the order was placed, we do not want you to wait any longer for a resolution and so I have gone ahead and issued a refund of $27.40 for your order. By no later than the 17th of January, this will clear back into your original payment method account. 
  
  ***** had already issued a refund of $7.48 for your shipping fee and this had processed on the 6th of January, so by no later than the 13th of January, this will clear back into your original payment method account. 
  
  Sometimes the funds can show as going back into the account on the same date the order was placed which was the 4th of December, so be sure to check this date on your statements as well as the dates between the 6th and the 17th of January for your refunds. 
  
  If you are unable to locate your refunds using the dates/info given, please get in touch with your payment method provider and they will be able to locate the refund for you.
  
  I am sorry for the experience you've had with your order and with us on this occasion and we do hope you may change your mind in future about shopping with us again, as I can assure you this is not a regular occurrence. 
  
  Wishing you all the best, take care!
  
  Jade J
  Group Escalations Team

• Initial Complaint

  Date:12/22/2024

  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.

  Date of transaction November 29, 2024 Amount $54.41 Order#MUS108071766 It has been almost a month and I still have not received my items. The only means of contact that Boohoo has is through social media and they are not reliable. They refuse to issue a refund. It has almost been a month and still I have received nothing. I have contacted **** and they stated that the package was lost in transit and was being shipped back to the sender. Each time have spoken to Boohooman on social media i have told them that and they still will not help or issue any refund for my purchase. This company is fraud and needs to be shut down.

  Business Response

  Date: 12/23/2024

  Hello *******, 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 your parcel is not yet with you however, I will be happy to help. 

  As advised previously, the parcel was  to **, ************************ in error. It has now been re-routed which is why the delay has occurred. This is now back tracking and will be delivered to your address so please keep an eye on the tracking updates for this delivery date. 

  I can see a gift voucher has been provided as a gesture of goodwill for this matter already so please refer to the contact platform previously to see the details of this.

  Kind regards -Millie 

  
  

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22720614
  
  I am rejecting this response because: MY item was ordered November 29, 2024 and I want even receive the item before Christmas. I HAVE NO CLUE WERE THE PACKAGE IS I WANT MY REFUND TODAY IS DECEMBER 23 AND I STILL HAVE NO PACKAGE. I WANT MY MONEY. I DONT CARE ABOUT THE CREDIT IM NOT ORDERING ANYTHING ELSE FROM THIS COMPANY. YOU KEEP REFUSING TO ISSUE ME A REFUND.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 12/31/2024

  Good morning Kristal 
  
  I understand this is leaving you frustrated, and I apologise for the delay.

  As your parcel is updating within the courier network we are not able to confirm this as lost at this time. The last update was Dec 30th where it was in transit to the next facility. We would ask to allow 48 hours for the parcel to go out for delivery to your address.

  The original delay was due to the parcel being mis-routed, but **** are working hard to have this back on track.

  Please keep updated with your tracking here - ********************************************************************************************************************

   

  Thank you for your continued patience

  -*****
  Group Escalations Team

• Initial Complaint

  Date:12/21/2024

  Type:Delivery 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 Sunday, December 15, 2024, I placed an order (MUS108195751) on Boohoomans website and paid for my items to be delivered within 3 business days. I received a partial order on Wednesday, December 18, 2024. For some unknown reason, Boohooman sent the items in two different packages through *****. I contacted Boohooman by email twice on Wednesday and Thursday all to no avail. They never responded and there is no way to reach them. I tried contacting ***** and was not successful in getting information on the package. I want a refund for the gray Worldwide Sweater and the Worldwide black pants along with the amount I paid to have it delivered in three business days due to the fact I dont have the items and I dont have time to chase a company in another country that fails to respond to attempts to resolve a matter.

  Business Response

  Date: 12/21/2024

  Hello *******,
  
  My name is ******** and I'm part of the escalation team here at Boohoo, I'm reaching out in regards to order which you have advised you have not received. 
  
  In regards to the order being split in two parcel, some of the items where sent out from different warehouse locations, when looking at the first parcel sent out, this is showing to be delivered on the 18th of December. 
  
  When looking into the second parcel which has yet to be received, this was sent out on time to be delivered within the time-frame however it does appear it took longer than normal to clear customs into the ***
  
  The parcel has updated today to show that it's with ***** in the ** and should now be processed to be delivered to you, this may take a further ***** hours. 
  
  Thanks
  ********
  Group Escalation Team

  Customer Answer

  Date: 12/21/2024

   
  Complaint: 22717324
  
  I am rejecting this response because: I paid for the items to be delivered within three business days and only received part of the items within that timeframe. In speaking with ***** they informed that you knew the items would not leave the warehouse until 12/20/24 which is disingenuous on your part. Therefore, I want a refund of the cost I paid for shipping at this time and if the items dont arrive on Monday, December 23, 2024 then I want a refund for the items not received as well as shipping cost.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 12/31/2024

  Hi Malaika

  I'm sorry this 2nd parcel has experienced a delay in getting to you, however, what has been advised by ***** is not correct and as shown on the tracking, the parcel was with them much sooner than the 20th December:
  ********************************************************************************************
  
  I can see this has now been delivered within the timeframe we ask to allow for FexEx to sort out their delay, so I do hope you enjoy the order.
  As you paid for Express Delivery and didn't receive all the items within this timeframe, I've gone ahead and have refunded the delivery charge for you and this will show on your Klarna invoice within 24 hours.
  
  Thanks,

  ****

  Customer Answer

  Date: 01/09/2025

   
  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,
  
  ******* *******