Reviews cluster around ongoing refund and return problems, with refunds often issued as gift cards or credit notes. Many customers mention broken return-portal links, cancelled orders, and refunds that arrive late or not at all. A smaller share praise specific agents for fixing issues quickly and note deliveries that arrived on time. Product feedback is mixed, with several reports of faulty or worn items alongside some positive comments on size and fit.
Examples from available reviews (Dec 2019 – Feb 2026).
Refund refused to Klarna and issued as a code or gift card instead.
“They are refusing to refund my money back to my Klarna account”
Returns portal shows an error, and customer service hasn't responded.
“it throws up an error message saying the email and order number don’t match the confirmation email”
Five jogging bottoms were faulty with holes and poor stitching.
“Orders 5 pairs of jogging bottoms of which all 5 were faulty”
Agent Mary Jane issued a prompt refund for a faulty item.
“Mary Jane dealt with my enquiry and issued a refund for a faulty item promptly”
Most reviews describe refunds that failed, arrived only in part, or were issued as gift cards or credit notes. Several customers report cancelled orders, returns that went missing, or refunds that were promised but never paid. A few reviewers name agents who fixed the problem quickly and secured the refund.
Several reviews mention surprise add-on costs, including preselected return protection and extra postage fees. Some say they were charged more than the checkout price and then had trouble getting the money back. A smaller number mention good prices and acceptable quality.
Customers often say return portals and order-lookup links didn’t work, blocking returns or tracking. Reviews also mention late deliveries, parcels left at the wrong address, and items cancelled after payment due to stock issues. A small set report fast replacements or next-day fixes.
Many reviews cite faults such as poor stitching, missing buttons, and hygiene issues. Some customers say items matched the description and fit true to size. Positive product feedback appears, but less often than quality complaints.
Many reviewers say their messages got no reply and they couldn’t reach customer service. Several describe refund promises that were not followed up. A smaller group reports helpful support through named agents and WhatsApp, suggesting uneven responsiveness.
Most reviews focus on unresolved after-sales problems, mainly around returns and refunds, alongside difficulty getting support to respond. Some customers did get acceptable results when specific agents stepped in. Overall, the tone is mostly negative about day-to-day operations, with occasional stand-out service moments.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Reviews (1) · Quotes shortened · As of: February 2026
Returns portal shows an error, and customer service hasn't responded.
“it throws up an error message saying the email and order number don’t match the confirmation email”
Agent Finn tracked delivery and provided prompt, professional help.
“I spoke to Finn, and he kept up with my tracking until it was delivered”
Refund refused to Klarna and issued as a code or gift card instead.
“They are refusing to refund my money back to my Klarna account”
Unable to get refund despite many messages; customer service useless.
“The customer service is an absolute disgrace”
Post-checkout coverage pre-selected, resulting in unwanted additional charge.
“Customer pays an additional cost for ‘worry free returns’”
Customer service incompetent; return link couldn't locate existing order.
“the link cannot locate my order”
Order never received and promised refund did not arrive.
“Never received the order or even an order number”
Courier delivered to wrong address and Boohoo ignored reship request.
“Evri delivered to the wrong address”
Refunds issued to gift card instead of original payment, causing financial problems.
“they said I selected gift card and I did not!”
Items sized too small and refund only offered as gift card.
“refused a cash refund and only offered a gift card refund”
Attempts to deny returns and force gift card refunds repeatedly.
“3 separate times this year alone they have tried to deny returns”
Recurring refund issues and credit notes instead of card refunds.
“they are saying I been giving a credit note where is that also .”
Promised refund then messages ignored, no resolution.
“Absolute scammers saying they can give me a refund”
Refunds processed as credit notes and poor communication caused disputes.
“Given a credit note when I never asked for one”
Full refund processed onto a gift card despite customer's original choice.
“They processed my full refund onto a gift card and are refusing to change it.”
Split refund partly to gift card, Klarna refund missing and unresolved.
“Still waiting on a refund for an order back in December 2025”
Refunds issued as gift cards despite customer not choosing them.
“AVOID AT ALL COSTS!”
Order charged a higher amount than shown at checkout, refund refused.
“I was actually charged £77.58”
Provided full evidence but Boohoo claims it cannot find order, withholding refund.
“they "cannot find my order details”
Poor customer service led to chargeback after unresolved issues.
“Shocking customer service! In fact NO customer service.”
Wrong size and refusal to exchange, return fees required for refund.
“Now they’re Refusing to exchange”
Boohoo withholding refund and communication non-existent, bank escalation.
“Boohoo are withholding my refund”
Return confirmed but Boohoo later refused refund citing lateness.
“now they are saying it is too late”
Items missing from order and customer service ignoring contact attempts.
“Items missing from order”
Large order refunded as gift card due to preselected default option.
“A default option is not legally binding!”
Five jogging bottoms were faulty with holes and poor stitching.
“Orders 5 pairs of jogging bottoms of which all 5 were faulty”
Returned damaged items, refund promised but not received, customer service unreachable.
“They even emailed me saying my refund was on the way, but two months later, I still haven’t received it.”
Paid for next-day delivery but item arrived late and service dismissive.
“I paid £6.99 for next day delivery”
Paid £170 but items not dispatched and customer service failed to respond.
“They took my money and not sent the items I paid for”
Hair found stuck in swimwear, customer disgusted and no response to email.
“Found a hair stuck in the swimwear brief seal”
Delivery was severely delayed and customer service was unhelpful.
“no updates, constant delays, and poor service all around.”
Return refund has taken five weeks and is still pending.
“To have to wait 5 weeks for a refund is not acceptable.”
Order allowed then cancelled due to stock unavailability, causing frustration.
“item cancelled if didn’t have it in stock”
Refund issued to gift card instead of original Klarna payment, unresolved.
“Refund issued to Boohoo gift card instead of Klarna”
Boohoo denied refund claiming an item missing despite internal evidence.
“I returned 4 items, but was only partially refunded,”
Returned three items but only refunded for two, unresolved loss.
“I have only just been refunded for two of the items”
Agent Mary Jane issued a prompt refund for a faulty item.
“Mary Jane dealt with my enquiry and issued a refund for a faulty item promptly”
Sent wrong item back, no response and no refund or acknowledgement.
“Impossible to get hold of customer services”
Problem order replaced immediately and arrived the next day.
“Great customer service”
Refund processed to gift card and user unable to revert to card payment.
“The gift card option appears first on refund page”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Boohoo is a UK-based online fashion retailer selling clothing, footwear, and accessories for men and women. It sells directly through its e-commerce site and offers international delivery. Shoppers can use several payment methods and instalment providers, and check size guides and product details on the website. The site lists return and exchange steps, and orders and returns move through parcel carriers.