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!
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