Complaints

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

• Initial Complaint

  Date:07/15/2024

  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.

  Boo hoo order number NA115541363, I returned all of the items in this order on 13 june. ******* states that they need up to 21 days to issue refunds. It is way past that deadline. I have contacted them a number of times about my return and every time they say they need 5 days to respond but I NEED my refund back now! They have no reason to be holding on to my money this long. All of the items were unworn/unused and returned almost immediately from the date it was delivered. Please help! I need my $299 back!

  Business Response

  Date: 07/16/2024

  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.
  
  Im sorry to hear your return has not yet been refunded. I appreciate this is leaving you frustrated and I will do my best to advise further for you today.
  
  Having checked your return, the tracking is showing as being delivered to a holding facility in **. Its from here a large shipment of multiple orders are returned to the ** and your refund issued once your parcel and its contents have been physically received and scanned.
  
  As this has not been done, we do need to investigate further on where your parcel is, and why your refund has not been actioned.
  
  I can see your case has been escalated, and we would ask to allow 5 working days for an update.
  
  I understand you are keen to receive the refund as soon as possible, and please know we are aiming to get an update on this as soon as possible.
  Please allow until July 19th for us to hear back.
  
  Thank you for your patience.
  
  -*****
  Group Escalations Team

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21992566
  
  I am rejecting this response because: this is the exact same silly excuse they gave me when i reached out to them on my own. I cannot afford to wait 5 more days. I want my matter dealt with immediately! You had more than 21 days to process and investigate! I read the reviews and complaints from about this business from other customers and I am now convinced I am being scammed! I want my refund NOW!! 

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

  Business Response

  Date: 07/18/2024

  Hi *************;

  Due to the volume of returns and us being a UK based company, we ask to allow 29 days for any parcel sent to reach us and be refunded by our returns team. As our returns team are showing this parcel was not received, we did need to raise this with the relevant team to investigate with the courier and I can confirm a refund has already been issued on the items as of the 17th July. This refund should show on your account by the 24th July at the latest if not already. Rest assured, we do ensure any returns which valid proof of postage can be provided for are refunded and would not leave our customers out of pocket for this and I do apologise that this parcel experienced a delay in reaching us.

  Have a great day - ****
  

• Initial Complaint

  Date:07/09/2024

  Type:Order 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 three items and only received two of the items. I simply reached out to boohoo customer support to tell them of their mistake and they refused to believe me. Several agents said they reviewed the footage of them packing my order and claim they packed all three items. They will not send me the footage. They will not send me my item or refund me.

  Business Response

  Date: 07/10/2024

  Good morning, 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 you are left feeling this way however, I will be happy to help. 

  I can confirm this decision has been made based on the information available to us and mentioned by yourself thus far. If you have not had a 3rd review on this matter, please do reply to the rejection email and we can review this again however you are welcome to seek 3rd party advice if you wish.

  Kind regards - Millie 

  
  

• Initial Complaint

  Date:06/26/2024

  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 bought hundreds of dollards worth of items from Nasty Gal (a Boohoo company) and they help my money ****** and refused to send me my items unless I sent them back an item they sent me by mistake (which is legally not allowed). 1. They did not send me 3 items I ordered and paid for 2. They sent me an item that was defective and disgusting 3. They mistakenly sent me an item I didn't order They made 3 huge mistakes with my order and required me to rectify their serious mistakes before they'd even give me my items that I already paid for. I was legally entitled to my items that I paid them for without having to send the incorrect item back.By demanding that I send send them back the steamer that they mistakenly sent me, they "may be subject to civil penalties of up to $16,000 per violation", the *** says. And, it says, using the U.S. mail to ship unordered merchandise also violates postal laws. "if you are unreasonably slow in shipping the merchandise or do not ship in the time you promised, you could violate the *** Acts general prohibition against unfair or deceptive practices"They still were unwilling to help me whatsoever and I had to send the incorrect item back before they sent my items which took them weeks. On top of that, they did not overnight my items so I had to wait even longer to receive them. They were rude and did not understand US laws so I'd like to file a complaint with you as well as ask for your help in receiving store credit or even a refund for kept items considering how awful this entire situation was and how much of my precious time I had to spend dealing with it. Had they just sent me the correct items in the first place I wouldn't have had to deal with any of this.

  Business Response

  Date: 06/27/2024

  Hello *****,
  
  My name is ******** and I'm part of the escalation team here a NastyGal, I'm reaching out in regards to the complaint raised on BBB for the order purchased in March. 
  
  In regards to the items you have not received, it does appear incorrect items were sent out in their place and due to this, the items you have received would need to be returned back in order for our team to issue a refund or a resend as the customer service team have advised. 
  
  A resend of the correct items were issued on the 17th of April and a refund issued back to you for the replacement order issued on the 30th of April due to issues with the zippers you have advised of. 
  
  I can see the return charges for the order was blocked for all of the items and all of the items have been refunded back to you for this order with a refund of $266.01 being issued back to you in total.
  
  A gesture of goodwill gift voucher can also be seen to of been over to you by our customer service team on the 16/04/2024 which has been confirmed to of been redeemed on the order GUS108104588 and a further gift voucher sent over to you in regards to a refund issued on that order which was sent over on the 30th of May.
  
  As a full refund has now been issued a gesture of goodwill gift voucher already applied, no further action is going to be taken, I understand this is not the resolution you're hoping for however you re of course more than welcome to seek out third party advise in regards to the matter. 
  
  Thanks
  ********
  Group Escalation Team 

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21907643
  
  I am rejecting this response because: it is illegal to hold my items ****** that I paid for. Because I needed the item for an event I did return the item you sent on accident so I could get my items. You offered me $10 which is nothing. And does not pay for the time I had to spend going back and forth with your team as well as my trip to post office and additional waiting to receive items I had ALREADY paid you for. It also doesn't take into the consideration the absolutely foul smelling item you sent me that should've been marked as defective and never reached me. I've been very clear that none of what your team did was helpful or satisfactory. You were literally breaking the law.

  Because most of the items I bought to your were returned because they were such poor quality and damaged, I'm willing to accept a gift card of $100 to your store for the inconveniences rather than a refund. 

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

  Business Response

  Date: 07/03/2024

  Hi Maria 

  We did not withhold any refunds from you and do reserve the right to request for any alleged faulty items to be returned before issuing a refund on them. As a gesture of goodwill, we made the return of this entire order free for you which we would not usually offer and a refund has been issued on all items.

  We will not be issuing any further gestures of goodwill including the Gift Voucher you have requested, and do now consider this issue resolved.

  This is our full and final resolution on this.

  Have a great day - ****

   

   
  

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21907643

  ****,
  
  I am rejecting this response because:

  Im frustrated because you clearly dont understand the situation. I didnt report you to the BBB and try to reach out to customer service team numerous times because I wanted a refund on faulty items and wouldnt return them lol. Please go back and re-read my communications as Ive been very clear. You also didnt refund my items for free. Every item you sent me was faulty - that speaks to the quality of items. Absolutely ridiculous. 
  

  The issue was only resolved because you asked me to do something against law before you would send me items Id already paid you for. The amount of time *** spent on this is ludicrous and frankly, laughable. One of the items you sent me was vile - a customer shouldve never received an item in that condition.
  

  If you want to consider this matter resolved go ahead and refund me for the items Ive actually kept or send me a gift voucher.  

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

• Initial Complaint

  Date:06/15/2024

  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.

  GUS108127792 is my order number with nastygal.com I retunred this ENTIRE order, EVERY thing that I had recieved and my refund should of been for $406.00 back to my credit card, instead they only refunded me $203. There is still $180 worth of items they owe me a refund for that were returned to them. when I got the package from them it was ripped from them using cheap plastic packaging that tears easy.... why on earth would they ship all the way from the ** plastic bags stuff with tons of items? I sent them exactly what I recieved. they still owe me a refund of around $170

  Business Response

  Date: 06/16/2024

  Hello Joy,

  Thanks for reaching out, my name is ******** and I'm part of NastyGal's escalation team where we help with cases and complaints which have been raised at a CEO level, I'm responding to the review left on BBB in regards to your return refund. 

  I can see you have mentioned you have returned all the items you have received which our warehouse return team have issued a refund for however for the items which you have advised you have not received, a refudn will not be issued upon return as our return team can only issue a refund for what has been received back and why only a partial refund has been issued. 

  In regards to the items you have advised you have not received and the parcel being ripped upon delivery, as all of our items are scanned the system is currently showing that all items were packed.  Please can you read through the below statements and get back in touch confirming if you agree:

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

  Looking forward to your reply.

  Thanks

  ********

• Initial Complaint

  Date:06/05/2024

  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.

  Multiple times I have ordered things from Boohoo and its affiliate site Boohooman. Upon receiving the order that I paid for items are missing. I make outreach to the company asking about the missing items and they say that they reviewed cctv footage and the item was packed so they will not ship replacements or refund me. When you ask to review the footage they decline. One instance they said that they reviewed cctv footage and all items were packaged in a single package, which I later determined to be untrue because the missing items arrived 3 days later to my home by way of my neighbor. So they are not reviewing anything just lying to scam people out of money. *** ordered from them hundreds of times and have only reached out about items 2-3 times over the span of almost 10 years so for them to not have some trust that items were not delivered is insane. I want someone to obtain the footage they say they have and refund me the money for these missing items because I DID NOT receive them. Also I placed this comping over a week after receiving the order to make sure it didnt turn up in a separate package like the last order and it has not.

  Business Response

  Date: 06/06/2024

  Hi ************;

  My name is **** and I am from the Group Escalations team here at boohooMAN where we deal with all escalated complaints. I can definitely look into this for you, that's not a problem.
  
  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. I can see the team have reviewed this footage 2 times, and I too have personally checked the footage now and can confirm 5 items were put in the parcel before it was sealed and dispatched. 

  This order was sent in 1 parcel which is why only one tracking link was provided for the order. This tracking does not show any updates to suggest the parcel was damaged or split in to 2 parcels in transit, but as you have advised multiple parcels were received, please can you confirm whether the parcels received were damaged? If possible, please also provide a picture of parcels, including the labels so we can advise further on this.

  In regards to the footage, as this contains our employees, for GDPR reasons we are legally unable to share this.
  

  Thanks - ****
  

   

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21804949
  
  I am rejecting this response because:
  

  I need the footag to be provided to the BBB. I stayed that I do NOT trust you guys because you made this claim a year ago when I had the same issue occur telling me that you reviewed footage and my items were packed in a single parcel and it was not true in the past. Therefore, I dont trust that my items were packed this time. I have not received the 2 piece set which is $34. I have shopped with you guys numbers of times and spent tens of thousands of dollar why would I only ever in all my money spent over the years file 2-3 claims about cheap items???? That makes no sense. I DID NOT GET THE SET. And I would hate to continue to escalate this to a higher legal matter because you refuse to provide th footage to someone. You can choose to provide it now or in the of law. Im tired of dealing with your company and you guys making FALSE claims.
  
  *****************************

  Business Response

  Date: 06/07/2024

  Thank you for your response. I can confirm our inhouse footage has only recently been implemented into our warehouses to assist in providing the correct resolution. While we appreciate your response, we are unable to share this footage due to UK GDPR purposes however if you believe your parcels were damaged in transit, please provide images of the damage and the order numbers to our customer service team so we can rereview the claim made.

  Kind regards -Millie 
  

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21804949
  
  I am rejecting this response because: you are still unable to prove that what youre saying is true.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/12/2024

  Hi *******

  Thanks for your reply.

  I appreciate that you wish for the footage to be sent to you, but as previously advised, our employees are visible in the footage, and it would act as a breach of UK GDPR laws for this footage to be released to a member of the public. In addition to this, the footage is for internal use only, and we are not obligated to provide this. 
  
  Going forward, you are more than welcome to explore any avenues necessary to come to a resolution from your side, but there is nothing further which we can advise on the matter at this stage and this would act as a final decision.
  

  Thank you

  ****

• Initial Complaint

  Date:05/20/2024

  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.

  Boohooman.com / has lied multiple times and caused emotional and financial damages. I ordered from the website on Thursday March 28th (Correspondence attached.) The initial items bought contained two pieces that was falsely advertised and now Boohooman has taken the pictures of the item down. On April 10th i returned the two items - immediately after shipping i received a confirmation email on the refund. But never got my funds back. The employees lied to me with every step of the way. This has tormented me emotionally and financially, I have been depressed and annoyed about a simple refund. I am now seeking mental help because it feels like i was robbed not only from the refund the items that i received initially was not the items that i ordered. I would like a full refund and damages for my well-being.

  Business Response

  Date: 05/21/2024

  Hi ************;

  Thank you for your email, I can definitely look into this for you.

  I've checked this order and our system is showing the 2 items you returned totaling $41.58 were refunded on the 10th April, however, you did then contact us to advise that the card used for this order was stolen. After being made aware of this, the team raised this with our Finance Team to advise further and asked to allow 8 business days for them to get back to us about this. This timeframe has not yet passed, however, I can confirm the team have advised that you will need to contact your bank linked to the card for this order directly about this refund and they will be able to advise further.

  At no stage have we lied about this refund and with any issue with the refund not being received being due to an external event, we can not take responsibility for any issues with this refund being processed by your bank. This does also mean we will not be able to offer any compensation as you have requested. Please contact your bank directly and they will be able to advise further on this, or make a claim for the funds to be transferred elsewhere directly with us so we are able to assist with this. 

  Thanks - ****

• Initial Complaint

  Date:05/11/2024

  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.

  Boohoo has yet again falsely advertised and are working towards yet another lawsuit. Nowhere on their website does it state that they abide by UK times. My order was placed on Sunday, May 5th, 2024. I chose USA Express shipping which promises Ill receive my items in UP TO 3 working (which I assume means business) days. 3 business days would have been Wednesday, May 8th, 2024. My item did not arrive until Thursday, May 9th, 2024. The website does not state anywhere that they abide by UK time, nor does it state that there is a shipping cutoff time for when orders must be placed. Had I been made aware that they run on UK time and I wouldnt receive my item until the 9th, I would not have ordered because I needed it by Wednesday night. I am entitled my $14.99 shipping fee back due to these technicalities.

  Business Response

  Date: 05/11/2024

  Hello *******,

  My name is **** and I am from the Group Escalations team here at boohoo, where we deal with all escalated and BBB queries. I am sorry to hear of the experience you've had with the delivery of your order and the refusal made by our customer services team,to refund your delivery fee.

  Having checked the website myself, I can see there is no cut off point for our US ************************ however, our T&C's clearly advise that we are a ** based company and so there is every chance your order would be posted from our ** warehouses.

  Given that the US is behind the ** in time, the estimated delivery date for your order would have indeed been the 8th of May. As the order arrived a day later than expected, I have issued a refund of $14.99 for your delivery fee. By no later than the 17th of May, 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 6th of May, so be sure to check this date on your statements as well as the dates between the 11th and the 17th of May for your refund. If you are unable to locate your refund 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.

  This isn't at all that we are falsely advising our delivery service, simply a knowledge gap with the advice given by our customer services team and rest assured, the feedback you have provided regarding the service will be passed over to the advisors and their team leaders, to ensure we're providing the best service going forward. 

  I do appreciate the order was placed to arrive for a certain matter and I hope that you're still able to use your item, just hopefully for another arrangement. 

  Wishing you all the best, take care!

  ******

  Group Escalations Team

   

  Customer Answer

  Date: 05/17/2024

   
  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

  Date:04/30/2024

  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.

  For approximately 5 weeks I have been attempting to get a resolution from Nasty Gal (subsidiary of BooHoo) regarding two gift cards that I have that are not working on their website. Over these weeks Ive been delayed, given some variation of the same response this is being escalated to X department, we will get back to you in X number of days. After two weeks of back and forth and waiting for my issue to be escalated via their chat service, the first answer I was given was that the gift cards were too old and can no long be used. When I pointed out that the gift cards have no expiration date, the agent assisting me ended the chat.I then switched to their email customer service on April 21st. Suddenly the cards being old was no longer the issue. I was sent various trouble shooting options to try and fix a supposed technical issue with the browser I was using. When those things didnt fix the issue I have been told now on 5 different email occasions that my issue is being elevated and they will get back to me in 2-3 days. The card details are:Card 1 number: E6GGK9F9Y97HVWX Security code: IW0K Amount: $150 Card 2 number: F116303CB32F433 Security code: 62ED Amount: $100 For a total of $250

  Business Response

  Date: 05/01/2024

  Hello,

  My name is ******** and I'm part of the escalation team here at NastyGal where we help with cases and complaints at a CEO level, I'm reaching out in response to your complaint raised against the two gift cards you have with them no longer being able to be redeemed through the website. 
  

  Please note normally our gift cards which are purchased online are valid for 2 years, the gift cards you have appear to be older than this and were purchased before the NastyGal brand joined the Boohoo family in 2017. Due to this the cards can no longer be redeemed and we will not on this occasion offer to replace the balances you have advised were on the cards as we have no record of them being purchased on our system. 

  I understand that this is not the resolution you're hoping for and you are of course more than welcome to seek out third party advice in regards to the matter. 

  Thanks

   ********

  Group Escalation Team 

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21648843
  
  I am rejecting this response because I had no way of knowing the cards were being rendered useless. When a gift card has no expiration date then the person who received it can use it at their own will. There was no final date listed that they needed to be used. You are literally stealing $250 from me because you didnt bother to tell card holders that they had a deadline to use their gift cards.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/11/2024

  Hello ******, 

  As advised in our previous response, the gift cards were purchased before the NastyGal brand joined The boohoo Group in 2017. Anything such as the expiry date not listed on the cards, is not our responsibility as we did not issue these gift cards ourselves, they were issued by the previous administrators. 

  Gift cards are not essentially purchased to not be redeemed for years after the purchase date and as it is apparent there is no expiry date stated on the gift cards, it would have been ideal to redeem them as soon as they were given. 

  The gift cards were not issued by us and not through our systems, so there will be no record whatsoever of them having originally been purchased that we can view. We will not on this occasion be able to replace the gift cards and this will be our final reply on the matter, as we have advised all we can regarding your query. 

  Take care,

  ******

  Group Escalations Team

   

• Initial Complaint

  Date:04/18/2024

  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 purchased an item and seemed to fall victim of a bait and switch situation. I requested the attached green dress and received a random floral dress. Boohoo would not issue a refund for their mistake and have chosen to penalize me as the customer.

  Business Response

  Date: 04/19/2024

  Hello ********,

  Thank you for raising your complaint with us today using BBB, my name is ***** and I work in the Group Escalations Team here at Boohoo Group.

  I am sorry to hear you have received an incorrect item in 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 been in discussion with our **************** team who have assisted in this matter. I can see we have advised that the incorrect item you have received will need to be returned to us. Once you have posted the return of the item, if you come back to our team with a clear photo of your proof of postage receipt, the team will then be able to look at arranging either a replacement of the correct item (subject to stock) or issuing you a refund. 

  I can assure you that by no means are we penalising you for the mistake of receiving the wrong item. Your return to us is free of charge and will be a trackable return. We will also be able to address the issue fully prior to receiving the return at the warehouse by you providing copy of your proof of postage receipt once shipped. 

  If you can come back to our **************** team once you have posted with the receipt, I am confident this matter will be resolved for you right away.

   

  Thank you

  *****
  Group Escalations Team

• Initial Complaint

  Date:04/09/2024

  Type:Order 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.

  Hello, My order is NA115431642 Ive had multiple failed attempts of receiving a refund for an item I never received. On 3/4/24, I placed an order of multiple items. On 3/8/24, I received my package and was missing an item that I was charged for. An incorrect item was sent to me and the correct item I ordered and paid for was not received. I reached out to customer service multiple times via chat/text and email with an attempt to collect a refund for an item I was charged for and did not receive. I was asked to provide a picture of the incorrect item that was sent. Upon sending the picture, I was informed of a lengthy step process to resend the item back, which included repackaging, printing a label, writing a note and sending a letter with the incorrect item back. Once the item is received, I would then have to wait 7-10 business days for a refund. I informed Boohoo company that I should not be penalized with a lengthy process for a refund of an item I have not received and an incorrect item a not required to send the item back due to ************************ regulations. I have asked multiple times to please refund my charge of the black trousers I have not received. Boohoo has continuously sent automatic robotic responses and then close out my case. After 8 failed attempts of getting a response in regards to my refund, I am sending in this claim to receive a refund back to the original payment used.

  Business Response

  Date: 04/10/2024

  Hello ******,
  
  My name is **** and I am from the Group Escalations team here at boohoo, where we deal with all escalated and BBB queries. I am sorry to hear that you had received an incorrect item in your order and I am more than happy to advise you further on the matter.
  
  Whilst we of course want and expect our customers to receive only the items they have purchased and nothing more, we do have every right to ask for the incorrect item to be returned before we can look to processing a refund for the item that should have arrived. This is not us penalizing you and we would ask the same of any other customer in a similar situation, as well as many other only companies who would also ask for any incorrect items to be returned.
  
  I understand you believe to return the item back to us is a lengthy process however, I can assure you it is not. When ordering online,there is always a chance something *** need to be returned for any reason and is why we have made a returns portal that is easy for our customers to use for any items that *** need sending back. 
  
  Having checked our customer service team's most recent reply via our Apple Chat option, they have advised that upon seeing your proof of postage receipt, they will proceed with a refund on the trousers. Usually we do need to have the item physically back with us before any refunds are to be issued however as a gesture of goodwill, the team have advised this to you. The return is also free of charge also, so you won't be deducted any returns fees once the refund for the trousers is processed.
  
  Please do proceed with logging the return for the incorrect item in our returns portal linked here:*************************************************** (do make sure to select the 1x Super Stretch Tapered Tailored Trouser BLACK as being returned and **** them as an incorrect item) and then once you have posted these off, send over a copy of your proof of postage receipt to our customer services team and they will process your refund of $19.73 (this was the amount paid for this item) as promised.
  
  Until the item is posted back to us, we cannot process any refunds for you.
  
  Have a lovely day, take care!
  
  ******
  Group Escalations Team

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21549603
  
  I am rejecting this response because:

  Although you do have the right to request for the incorrect item to be returned, I am not required to return the item due to ************************ protection for consumers. I am accepting this item as a gift since your company sent the incorrect item. 
  

  Again, your lengthy returns process is what is unfortunately causing me to decline your request of sending the item back. Per your steps, I confidently believe I should not have to write a letter acknowledging I received the wrong item. Next, I should not have to buy packaging to place the incorrect item in. Next, I should not have to pay a shipping company to print out a postage because I do not have access to or own a printer. In addition, I should not have to buy packaging tape to ensure the package and postage is sealed. Lastly, I would have to use my own personal means of transporting myself to the nearest postal office. Unfortunately, These steps are too much to ask for and are penalizing to me, someone who does not have immediate access to any of these items you request of me. In addition, As per conversation via chat portal, your customer service representative stated that if I were to be charged for the return, I would then have to reach out again to get this situated. Your company isnt making this an easy process. This should be an automatic refund to allow satisfaction and confidence with your customer service and products. Please refund me back to original form of payment for the item I have not received.

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

  Business Response

  Date: 04/12/2024

  Thank you for your response with this. I can see a free return label has been created for this return in order for us to resolve this however no return portal issues that you have mentioned in this response have been raised to our customer service team so we have been unable to assist with the return issues. Please reach out to us here with any error messages/ screenshots you have received of the portal complications so we can move forward and resolve this for you: ************************************************************************

  Kind regards -Millie 

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21549603
  
  I am rejecting this response because:

  I am simply asking for a refund of the item I did not receive. Your company is committing fraud by charging me for an item I have not received. I have not set up a return slip; your statement is incorrect regarding this. Your inadequate solution to keep trying to find ways to not refund me is unacceptable and untrustworthy. Please refund me back to original payment for the item I have not received. I will not continue to message your company privately as this is how you avoid government regulations by committing fraudulent actions. Your company has a large lawsuit regarding these customer concerns. You should want to make it right to customers by rebuilding trust. If I were to follow your instructions of privately messaging your company, your company will continue to avoid my questions/concerns and close out my case. If youd like to move forward with receiving the incorrect item that you sent to me, I require adequate compensation for new packaging materials so I can place the item in, packaging tape, a printer and printer paper to print the returns label and the cost of car transportation to my nearest post office. Please let me know how you would like to proceed forward with providing either 1. A refund of the item that was never shipped and received, allowing me to accept the incorrect item as a free gift or 2. Adequate compensation for the cost of required necessities to allow me to ship back the incorrect item sent. 

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

  Business Response

  Date: 04/19/2024

  Hi ******

  We are not refusing the refund on the item and have on multiple occasions advised that a refund will be issued immediately upon return, and you will not be charged for the return of the item. The item could be returned in the packaging it was received in and we also offer print in store services for our returns so a printer is not needed. We do fully reserve the right to request for an item to be returned before a refund is issued and returns can be logged quickly using the return link we provided. By refusing to make the return, this would mean the item you received in place of the one you ordered is being accepted and a refund would not be issued. On this occasion only I have gone ahead and have issued a refund on the item and the $19.73 for this should show on your account by the 26th April. There is no need to return the item on this occasion.

   

  Thanks - ****