August 22nd, 2017
Atrocious customer service
I am not sure what you need to do to get a refund from this company. My daughter sent £74 worth of clothes back by Royal Mail recorded delivery. Royal Mail confirmed it delivered it to the retailer. Somewhere within Boohoo.com the package disappeared. Over three weeks later they continue to ignore the points in my daughter's emails, simply replying 'how frustrating it must be for' her and that they're investigating it internally. The issue is an internal process issue - not rocket science. Other retailers, such as Next, deal with these issues within 36 hours. Very poor customer service (if, indeed, there is any service whatsoever there) from a very poor company. Now I know why they call themselves 'boohoo'. My daughter is 18 years old and does not earn 'big bucks'. £74 may not be much to Boohoo.com, but it a significant part of her weekly wage. For her and her sibling that has been loyal customers of Boohoo.com for a number of years, I am rather surprised that it continues to treat her so badly. I look forward to hearing back from them - hopefully this review generates the suitable response that my daughter's numerous emails have failed to yet to do so. Somehow, I doubt it.
Just seen response from Boohoo.com to my review. As expected, another 'fob-off' and no resolution forthcoming from a company that cares nothing about quality customer service, being more concerned on how to get its hands on customers money and retain it as long as possible. Being told "please be assured this is being looked into and will be resolved as soon as possible." over a month after the goods have been returned (and evidenced as received at Boohoo.com) is about as useful as no reply, but even more frustrating.
Boohoo.com needs to look in to its internal processes and its customer service. I suggest it looks at other online retailers to see what they do and how this can be replicated.
I am also not sure where the 'Hey' at the beginning of emails/responses to reviews comes from. I am guessing it is someone in Boohoo's customer services who think they are in tune with their customers. My response: I, for one, prefer the traditional 'Dear sir/ madam/ customer'. '#LOL?!'
Its overall Trustpilot rating of 5.4 out of 10 from 117,946 reviews says it all.
Again, £74 may not be much to Boohoo.com, but my 18 year old daughter is finding this financially difficult too. An absolute joke considering there is no question you have had the parcel back - just you do not know where you have put it and, as such, my daughter is the one that is currently suffering the financial hardship from the company's obvious incompetence. Happy to discuss via my daughter's email (you will have this from the order number). Thank you :-)
21 August 2000hrs BST - still nothing from Boohoo.com. Still my daughter remains deprived of money Boohoo.com is, for whatever reason unbeknown to all mankind, is failing to repay. Abysmal company that does not deserve to trade on UK shores.