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
Next-day delivery sent wrong items and delivery charge not refunded.
“they delivered some horrible basic gym leggings and heels”
Return confirmed by InPost but Boohoo delayed refund and deducted fee.
“my account section on the portal not updated”
Customer service dismissed missing item claim and cited CCTV incorrectly.
“they’ve ‘watched cctv’ and can see that my top has been packed?!”
WhatsApp agent Kai resolved missing confirmation email immediately.
“Kai the customer service agent sorted my problem immediately for me”
Refund issued as gift card which was not activated, causing loss.
“they sent me a gift card which is not what I wanted”
Order never received and customer service did not help.
“I didn't receive my items and no one is helping from customer service”
Unexpected delivery protection and return fees increased overall cost.
“they then charge £2.99 for postage THEN a further £5.99 for postage protection”
Returned item but refund not received and customer service unhelpful.
“I sent an item back for refund on 3rd September which they received on the 5th September”
Refund process only offered credit note, prompting legal action.
“return automatically links to Credit Note”
Waiting around three months for refund from Boohoo.
“I have now been waiting about 3 months for boohoo to give me money back on items I sent back”
Georgia provided great service and helped successfully.
“Great service thanks Georgia happy with your help”
Multiple contact attempts yielded no response from customer service.
“The customer service is shocking!”
Return process required an account and still did not work.
“they do not have a customer service chat or phone number.”
It's fantastic!
I'm 5'7" and weigh -140 lbs.
as well as mediums, which I typically wear.
This looked great with either leggings or skinny jeans.
You may wear it with a boot if you like, although it is a touch on the short side ( Which is what I plan doing)
The material is thin, which makes it a good choice for wearing beneath a heavy coat or as a layering item, but it is also stretchy, making it easy to layer something on top of it.
Overall, my overall experience has been positive, and I will give it a rating of 5 stars.
The delivery was quick, and I especially appreciated Anna, the customer service representative, who was courteous and answered all of my questions in a professional manner.
Thank you very much.
Several items were poor quality and rarely fit as pictured.
“the quality of some of the clothes arent that great,”
Items were good quality, true to size, with quick delivery.
“all of the clothes and accessories have been of great quality”
Received a clearly worn dress with wrinkles and a missing button.
“Came clearly worn before covered in wrinkles and a button missing!”
Late deliveries, rude staff, and no effective customer care.
“Abysmal service. Late deliveries. Rude staff.”
Clothes in size 22 fit well and quality matched the price.
“Beautiful clothes in big sizes.”
Service was quick and reliable with good price and quality.
“Quick reliable service and great price and quality”
Beautiful dresses saved special events and overall experience was excellent.
“Excellent experience.”
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.