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
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