Reviews Analysed
21
We Collect & Analyse Reviews
Boohoo
Experiences & Reviews
Boohoo is a UK-based online fashion retailer founded in 2006, headquartered in Manchester. It focuses on trend-led, low-cost clothing and accessories sold primarily through its e-commerce sites and ships internationally. Consumers researching Boohoo reviews commonly look for information on delivery, returns, refunds and customer service performance.
Overview & Key Metrics
Positive Sentiment
24%
Latest Review
29d
Overall Rating
2.0
Our Analysis
🎯
Service quality
Most reviewers report problems with refunds, returns and incorrect deliveries; a smaller number describe rapid resolution by individual agents.
Share
Weak
31%
💰
Value for money
Several reviews highlight extra delivery or returns charges and poor perceived value when items differ from web images or expectations.
Share
Weak
4%
⚡
User experience
A few reviewers cite issues with ordering flow and refund UI (gift‑card default), causing accidental choices and difficulty reverting selections.
Share
Weak
3%
🔧
Product quality
Some customers describe low fabric quality or misleading imagery, though isolated reviews note good fit and suitable layering pieces.
Share
Weak
4%
📞
Communication
Many reviewers report poor responses from customer service, slow email replies or unhelpful automated agents; a minority praise specific staff members.
Share
Weak
26%
⭐
Overall experience
Overall impressions tilt negative: frequent reports of unresolved refunds, delivery errors and frustrating support experiences, with some positive exceptions.
Share
Weak
31%
Our Independent Methodology
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Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
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Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 21 verified reviews (December 2021 – September 2025).
Worse customer service I have ever…
"Worse customer service I have ever experienced and is clearly the case for many other customers!!! I am making formal complaint regarding a refund tha..."
Abbie Blenk
Trustpilot
Sep 30, 2025
Featured for: Refund to gift card, escalated
REFUSED REFUND DESPITE CONTRADICTORY INTERNAL EVIDENCE
"DO NOT PURCHASE FROM BOOHOO! TRULY AVOID THIS COMPANY AT ALL COST! I am extremely disappointed and frustrated with the Boohoo's handling of my return...."
Poppy
Trustpilot
Sep 30, 2025
Featured for: Refund denied despite evidence
Great customer service
"Great customer service. Had a problem with an order and it was replaced..."
Kerry John
Trustpilot
Sep 30, 2025
Featured for: Swift replacement, positive service example
Extra charges to be delivered and returned !!!
"Ordered a tracksuit in 2 sizes as unsure what would fit didn’t notice that on top of the £120 I paid they then charge £2.99 for postage THEN a further..."
NH
Trustpilot
Sep 30, 2025
Featured for: Extra charges and poor quality
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Showing all 21 reviews
All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: September 2025
C
Cal Cotton
trustpilot.com
Sep 30, 2025
Let you order pay next day to get email…
Let you order pay next day to get email the day u expecting the delver to sa...
A
Abbie Blenk
trustpilot.com
Sep 30, 2025
Worse customer service I have ever…
Worse customer service I have ever experienced and is clearly the case for many other customers!!! I am making formal complaint regarding a refund tha...
P
Poppy
trustpilot.com
Sep 30, 2025
REFUSED REFUND DESPITE CONTRADICTORY INTERNAL EVIDENCE
DO NOT PURCHASE FROM BOOHOO! TRULY AVOID THIS COMPANY AT ALL COST! I am extremely disappointed and frustrated with the Boohoo's handling of my return....
K
Kirsty Young
trustpilot.com
Sep 30, 2025
Not refunded everything returned
I returned 3 items out of an order of 5 T-shirts. I returned these the morning after I received them, on the 9-sept, in the original packaging. I care...
L
Lisa
trustpilot.com
Sep 30, 2025
Mary Jane dealt with my enquiry and…
Mary Jane dealt with my enquiry and issued a ref...
C
Charlotte Clamp
trustpilot.com
Sep 30, 2025
Impossible to get hold of customer…
Impossible to get hold of customer services. No one responds to emails. I was sent the wrong item and I want to return it without being charged the re...
K
Kerry John
trustpilot.com
Sep 30, 2025
Great customer service
Great customer service. Had a problem with an order and it was replaced...
J
Jade D
trustpilot.com
Sep 30, 2025
I really don't know how boohoo gets…
I really don't know how boohoo gets away with stealing people's money. They have not refunded a large sum of money to me and I have been trying to get...
T
Theresa Webster
trustpilot.com
Sep 30, 2025
Next Day Delivery - an item of their choice..
Not one to complain, but this was not fair. I had an event, I ordered a dress and heels for NEXT DAY DELIVERY (£5.99) The next day same, they delivere...
J
J Weaver
trustpilot.com
Sep 30, 2025
Non existent customer services
Items are cheap but this is reflected in the quality. I made an order and the item was not suitable when it arrived so made a speedy return through In...
C
Caitlin
trustpilot.com
Sep 30, 2025
The WORST customer service
The WORST customer service. Not only did they take days to reply after an item of mine was missing from my parcel. I then email and have Naqash from t...
K
Kerry Butler
trustpilot.com
Sep 30, 2025
Missing confirmation email
I didn't recieve a confirmation email for my order so I contacted boohoo via WhatsApp....
S
Shâdina Dodds
trustpilot.com
Sep 30, 2025
Refund via gift card that doesn’t work!
Recently ordered but didn’t suit me, requested a refund and they sent me a gift card which is not what I wanted , due to no response from customer ser...
A
Amy Stoica
trustpilot.com
Sep 30, 2025
I didn't receive my items and no one is…
I didn't receive my items and no one is helping from customer service with the issue... I will just never buy...
N
NH
trustpilot.com
Sep 30, 2025
Extra charges to be delivered and returned !!!
Ordered a tracksuit in 2 sizes as unsure what would fit didn’t notice that on top of the £120 I paid they then charge £2.99 for postage THEN a further...
S
Sarah M.
trustpilot.com
Sep 30, 2025
Refusing to refund & terrible customer service
I will caveat this review by saying the item in question is very low value. Just a few £s but I am leaving the review out of principle. Also the fact,...
K
Karen
trustpilot.com
Sep 30, 2025
SEEKING LEGAL ADVICE!!!
No stars if i could. Want to return some boots...return automatically links to Credit Note..which is illegal and MANY people on here have had this! Co...
J
John
trustpilot.com
Sep 30, 2025
I have now been waiting about 3 months…
I have now been waiting about 3 months for boo...
R
Rebecca Warrington
trustpilot.com
Sep 30, 2025
Great service
Great service thanks Geo...
E
Eloise
trustpilot.com
Sep 30, 2025
The customer service is shocking
The customer service is shocking! I’ve tried several ways to contact them but am get...
Conclusion
Across these reviews recurring consumer concerns focus on returns and refunds (including several reports of refunds issued as gift cards), inconsistent handling of returned items and long waits for reimbursement. Many customers also describe difficulties contacting support or receiving helpful responses, though a handful report prompt resolution and named agents who assisted successfully. Product comments vary from poor perceived quality to occasional favourable fit or layering pieces. If you plan to buy, keep return receipts, document returns and check payment/refund options; consider ordering smaller items first and review delivery and returns fees before purchase.