Mr Matthew Brown´s profile

Reviews (1)

Awful Customer Service

I was in desperate need of a certain product and was delighted to find that I could purchase one from boohoo on next day delivery. When I received an email the next day saying my product was out of stock, without any other warning, I felt abit confused and needed to talk to someone about it.
After selecting the 'contact us' option on the website I was bemused to see that I could only email them any queries I had instead of phoning them. According to Boohoo this is apparently 'better customer service'. After emailing them 3 times regarding one order they managed to reply once around 36 hours later and were not particularly personable or helpful.
Eventually I managed to order something that wasn't out of stock (despite all items on the website being labelled as in stock) on a Friday morning, using next day delivery and expecting to receive it on the Monday (as the website stated this only applied to next working day).
However, after tracking my delivery online I found that my goods had been delivered on the sunday to my work address (where no one was in). I rearranged delivery for the next day, and followed it's progress online, where it stated my goods were out for delivery. I waited until 4.45pm before ringing the courier who eventually told me my package hadn't been delivered. When I asked why they simply told me they didn't know.
Eventually I received my package but had to wait a further week before the money that had been taken for the 2 items that had been out of stock was refunded.

I just don't understand why, if it's better customer service to use email and provide no telephone number, nobody replied to my emails for at least 24 hours, and even then gave no useful information regarding delivery.

Elliot Biddle found this review useful

07 February 2013

Reply from

Hi Matthew,

Thank you for your feedback and I am sorry to hear that you are upset with the service you have received.

During the festive period, our couriers did work Sundays to make sure that deliveries were made in time for Christmas. I apologise that this early attempt caused any inconvenience due to your delivery address being closed at the time.

Please be assured this matter has been raised with the courier in light of your feedback. We are always interested in feedback from our customers and areas that we can improve on. As our business continues to grow we are always looking to better our service to our customers.

I am very sorry that the items you wished to purchase were not available, due to the number of customers trying to purchase the same items at the same time some level of stock discrepancy was experienced. I apologise for the delay in your refund of the unavailable items.

I apologise that you do not feel satisfied with the service that you have received, please be assured that it is not our intention to anger or upset our customers in any way. I can fully understand your frustration in this matter.

I hope that you do not judge the company on whole because of this issue and that it does not put you off shopping with us again.

Kind regards,

Mr Matthew Brown´s profile

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Mr Matthew Brown
United States