When I started writing this post it was because I was frustrated at Boohoo’s returns practices. I never really bought anything from them, only quick fixes when my funds were running extremely low – after all, they have been profoundly criticised by the plus size community and beyond. Now, a few weeks later, I am flabbergasted by the mountain of nightmarish experiences I’ve uncovered. The odd thing is all of this is easily accessible to see when you simply look on social media, but no one has picked up on it yet and questioned it. While Boohoo is breaking records and turning a huge profit, I found a heap of evidence that something is going seriously wrong when it comes to their customer service.
Generally, I don’t keep track of my returns. I post them, keep the proof of postage and then wait for the money to appear in my account in less than a week. There’s never really a hiccup in this tactic. The returns labels I use always get the parcel to where it needs to be. So why have I had issues with Boohoo recently? I got in touch after I realised it had been months after posting one return and hearing nothing, and then sent another at the beginning of June and not hearing so much as a peep.
It appears though, that it’s not just me…
@boohoo sent some returns back well over a week ago but haven’t heard anything ?? normally have by now. can you help please?
— neb ♛ (@NiciBanks) June 19, 2018
— Suzi (@Suzi07851366) June 18, 2018
Hi, i returned some items to you 13 days ago now and still have had no confirmation of return? Can you tell me where the status of this is up to please? @boohoo_cshelp thanks
— Gabrielle Tomlinson (@gabtomlinson1) June 18, 2018
And these are just a handful of tweets to the company over a span of two days. Here’s some more..
@boohoo_cshelp Hi, I sent a return on 6/6 I have the Royal Mail receipt and confirmation you received it but no refund yet and no response from the website! please can you help
— Alison Jones Mercer (@Alibongos) June 16, 2018
@boohoo_cshelp hey, sent my return back last Friday(8th) haven’t got an email saying you’ve received it yet?
— Emma (@EmmaAkeyy) June 16, 2018
And this is just their Twitter page! Head over to Facebook and you’ll see a score of annoyed customers asking exactly the same thing: “Where is my refund?”
Let’s not beat around the bush. Boohoo is a company that has has some HUGE names associated with it, like Zendaya, Paris Hilton, and Stefflon Don. They have reported a massive rise in their profits and they’re introducing new collections constantly. It’s safe to say that whatever they’re doing in terms of fashion, they’re doing it right – with low cost clothing that has some amazing names attached. So, how are they doing returns this wrong? Boohoo seems to be the only online retailer with this extreme volume of queries about returns.
Well then, Boohoo – in an age where your customers expect things speedily, why are there so many problems with your current return system? With an online company like ASOS, in comparison, it takes a matter of days to receive confirmation of a return and the funds back into the account you paid with in usually less than a working week (they aim to process within one week).
Returning items with Boohoo in the first place is a bit of a task. Logging into your account, finding the order, requesting a return, filling out the paper form included in your purchase and then sending it off. If you, for example, get it delivered to work and want to send it back straight away you’ve also got to find the time on your lunch break to register the return instead of just throwing it in the post. Whereas again, with ASOS, fill in the form, post it off and jobs a good’n!
These are Boohoo’s instructions for returns and refunds:
‘UK Returns Returns are FREE and easy! Follow the simple steps below.
Log onto our portal – 14 days to receive your refundSTEP2
Select one of our trusted carriers (Hermes, Royal Mail or Collect+) for a FREE 48 hour trackable returns service and print your labelSTEP3
Post it off! Make sure you keep your proof of postage!STEP4
Your return arrives back at boohoo!STEP5
Your refund is on its way! Please allow 14 days from the date you send your items back for your refund to be received.’
@boohoo_cshelp Hi I didn’t receive a return paper with my order….
— Sarah (@GodissaAriana) June 16, 2018
@boohoo_cshelp hi, I received my order yesterday but there was no invoice in the parcel. Will this create a problem when I do my returns?
— Raeven Headlam (@RaevenHeadlam) June 14, 2018
Sent my boohoo parcel away 2 weeks ago for a return, heard nothing about it the full time, so I messaged them and they said it will be shortly. Just got a message there to say they just got it, weird that 🧐🧐🧐.
— aimee (@_aimeeo) June 19, 2018