Elliot Kenneth Biddle´s profile

Reviews (1)



Unfortunately, despite listing the item I ordered as in stock, allowing me to complete an order, taking payment from me & emailing me an expected delivery date & tracking information, the item apparently never was in stock & as such never sent. It wasn't until I emailed to enquire as to why it hadn't arrived that this was admitted & almost a week later that a refund was finally issued.
Obviously stock can run out, but this should be immediately identified & customers should be immediately notified & refunded. And while payment details can be requested, the actual payment should not be taken until after the stock has been identified & allocated. Something which most retailers manage through sound management & efficient ordering systems, but Boohoo don't seem to be up to speed with.
The one saving grace was that the customer services representative who processed my complaint & refund, while uninformative, was polite & apologetic.
... Under the circumstances I'm surprised Boohoo emailed me asking me to review the experience!

07 February 2013

Reply from boohoo.com

Hi Elliot,

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

I am very sorry that over the festive period we did experience some level of stock discrepancy due to the number of customers trying to purchase the same items at the same time. I apologise that your order was caught up in such circumstances.

It has been brought to out IT department's attention of the lack of notification and action based upon this. I am very sorry for the inconvenience that this has caused.

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 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,

Elliot Kenneth Biddle´s profile

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Elliot Kenneth Biddle
Male, 1983
United States