Boohoo refunds - claiming item not returned

FTB_BTF

Hi,

I recently returned a parcel with 3 items in to boohoo. 

I received a refund for 2 of the items and questioned why I wasn’t for the third item - the most expensive of the 3 and worth £32! They have replied claiming they checked the CCTV and found only 2 items were included in the parcel and so they will not be refunding the third. 

I personally know for a fact the third was included in the package but as I’ve never had an issue with returning to them did not take any photos/videos of me packaging up the return. 

Is there anything I can do in this situation or do I just cut the loss and simply stop buying from them?

Largs

This happened to me with very.co.uk 

I returned 2 hoodies as the price halved just after I ordered. The helpline would not reduce the price manually so back they went and 2 more ordered at new price.

My return was credited as only 1 hoodie. When I phoned they asked what weight was printed on my slip from Post Office and did credit me the other one.

Hopefully your retailer will be sensible and do same. Good luck.

FTB_BTF

Luckily (after many emails) they have agreed to refund me the other item too.

Will be making sure I photograph/film all unpacking and packing of online deliveries from now as I've read similar has happened to many people

Largs

That's a good outcome. Try to use the Post Office for returns rather than corner shops as they weigh it.

SmileySam

Ive just had an email today to say only 9 of the dresses i ordered were returned and i know for a fact that i returned them all because the whole order went back together! They said that they reviewed the cctv and that the package was in tact but that there were only 9 dresses. But surprise  surprise i cannot view the footage myself. I am absolutely disgusted and dumbfounded to now be out of pocket. I has asked for a refund for the yearly premium i just paid for and said i will never use them again as this is appalling customer service. 

What can i do more to fight this? 

Marley16

I think we are best not to shop with Boohoo - seems they are not the company we used to know!  I've been shopping with them for more than 10 years.

However, on principle, I have decided to close my account once my returns have been refunded - fingers crossed, because I'm a Premier customer who paid £9.99 on 27.4.24 for a year's subscription for free deliveries/free returns, but last two orders placed in August ie mid-contract am without warning being charged  a fee £1.99 per return parcel which will be deducted from my reimbursement!  Boohoo has clearly become a desperate company in breaking its promise.  Boohoo saying their T & Cs say they can amend Terms as they wish - I thought a contract was set in place until expiry at which point it can be renegotiated, but we need to be kept informed!

PS:  Having just read others' comments about Boohoo saying items were missing from parcels to avoid paying refunds - this is very alarming as I've never had that happen, but this seems to be a desperate company now.    This emphasises that we are best to shop elsewhere to avoid disappointment.

FTB_BTF

@SmileySam I assume it was escalated to their claims team? I continued to reply to their emails standing by the fact I returned them all, stating that I have seen many customers complain about the same issue.

My issue was resolved as they confirmed that the package was 'taped with brown tape', they'd asked before to confirm which colour tape I used. Not sure if it was a cop out issue closure or what but I ended up with the full refund.

FTB_BTF

Marley16 said:

I think we are best not to shop with Boohoo - seems they are not the company we used to know!  I've been shopping with them for more than 10 years.

However, on principle, I have decided to close my account once my returns have been refunded - fingers crossed, because I'm a Premier customer who paid £9.99 on 27.4.24 for a year's subscription for free deliveries/free returns, but last two orders placed in August ie mid-contract am without warning being charged  a fee £1.99 per return parcel which will be deducted from my reimbursement!  Boohoo has clearly become a desperate company in breaking its promise.  Boohoo saying their T & Cs say they can amend Terms as they wish - I thought a contract was set in place until expiry at which point it can be renegotiated, but we need to be kept informed!

PS:  Having just read others' comments about Boohoo saying items were missing from parcels to avoid paying refunds - this is very alarming as I've never had that happen, but this seems to be a desperate company now.    This emphasises that we are best to shop elsewhere to avoid disappointment.

I agree, I've not used them since. I was around half way through my premier year but won't use them again and certainly won't renew when it expires in a few months.

I've seen comments regarding the new return charge which is even more off putting considering most customers bought the premier status with the impression of a year of free returns.

A few sites have introduced this charge so I'm now avoiding all of those and trying to use Asos, high street or Vinted to shop from now

SmileySam

@FTB_BTF

yes i didnt let up and escalated it, their replies basically asked me for the tape colour (i explained that i had a few parcels to return that day and i couldn’t remember if that one was with brown or clear tape), they said the parcel they received wasn’t damaged or tampered with (how do they know it was tampered with, they didnt pack it!) and basically kept saying that they will no longer reply to my emails. I asked for a still picture of how the parcel was received and they refused as it had staff in the footage (they clearly havent heard of the crop feature). I would be able to tell them immediately if it had been tampered with as i was laughing to myself for taping it up like a christmas present (folding in sides etc). Lets face it, it is easy to pull back the tape and put something in or take something out and then seal it again. I even emailed Inpost and they said that they cannot look into it unless boohoo raise a problem with my package with them, which boohoo refused to do!!

So someone has stolen them items but i’m paying for them!  The value was £50 and ive had to pay. I am so annoyed.

i dont see that there is anything else i can do. I have paid for the balance and will never use them again. Sounds like a scam of their seen as google shows many people suffering the same. 

EmmaW88

I need help - what do I do?

I am absolutely disgusted and appalled by the customer service I have recieved from Boohoo! They have accused me of being a thief and a liar and I am very upset and angry over this.
I placed an order for 5 items totalling around £100 - the majority of the order was no good as the bottoms are all way too long. When processing my return I realised that one tracksuit was missing from my order. I noted this on my return and made customer service aware. I have since recieved emails saying...
"To ensure this has been thoroughly reviewed I have gone back through the conversations that you have had with previous colleagues and reviewed the information that you have given us up to now. I have also reviewed the footage of your order being packed again. Along with reviewing the delivery information and pictures available to us. All of the information reviewed gives me confidence that the item that you have claimed as missing has been packed and delivered.

Based on this I will also not be issuing a refund or a reorder for the item that you have claimed as missing."

I am so annoyed at being accused of being a thief and a liar! I can assure boohoo that the tracksuit was not inside the parcel at all!
I will be taking this further as it is disgraceful to accuse customers - what happened to the customer being right and believing your customer. I will never order from boohoo again after this!
I have worked in Banking for over 15 years I would not dream of treating my customers in this way - dreadful!

CEd96

@EmmaW88 I’m in the middle of a dispute for the same issue. Returned 3 pairs of trousers and they are refusing to refund a pair as they say they weren’t in package which they 100% were!!! I have asked for proof and they say they they have “checked cctv” which means nothing. Now they are refusing to reply to me as they have said that is their final decision!!! It’s such a scam!!!!