Boohoo refunds - claiming item not returned

EmmaW88

CEd96 said:

@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!!!!

It's dreadful isn't it! Im finding more & more in same position - their word against the customers and using the cctv excuse yet saying they cannot provide it to us! 
I think this company needs looking into its disgraceful!

CEd96

@FTB_BTF @SmileySam This seems to be the new normal for Boohoo. Im actually shocked and stumped as I have no option but to accept it? 

CEd96

@emmaw88 they are refusing to liase with InPost who also have CcTV of me dropping off the parcel!! Shocking 

EmmaW88

@CEd96 its disgusting isnt it. I've got no way of proving what was in the parcel and what wasnt. They will not take my word for it. Yet they say they have checked cctv but cannot show me 🤔 something fishy! I have returned my other items that i did recieve as the sizing was awful - just hoping I dont have this issue with return aswell - Im already £30 down - might aswell of thrown the money in the bin!!

CEd96

@emmaw88 Complain on Twitter (X) ? Most companies hate that. Although from the tone of the emails I have received from Boohoo, they don’t care!

born_again

CEd96 said:

@emmaw88 they are refusing to liase with InPost who also have CcTV of me dropping off the parcel!! Shocking 

Did you pack it when dropping off parcel?

Vote with your feet & never use them again.

EmmaW88

CEd96 said:

@emmaw88 Complain on Twitter (X) ? Most companies hate that. Although from the tone of the emails I have received from Boohoo, they don’t care!

Ive put it on instagram, facebook and tiktok as dont have twitter. They clearly dont care 😔

CEd96

born_again said:

CEd96 said:

@emmaw88 they are refusing to liase with InPost who also have CcTV of me dropping off the parcel!! Shocking 

Did you pack it when dropping off parcel?

Vote with your feet & never use them again.

The trousers in question were HUGE and really bulky so would have been 50% of parcel size. I’m just at a loss. Can’t believe I’m paying £36 for something I returned and have proof of parcel return.. what more can you do??

2240lisa

I returned 2 items to Boohoo had an inpost confirmation of the return on 18th Nov to Boohoo then heard nothing since.  I started using their online messaging and they are claiming the most expensive item was not part of the return.  Seems to be a frequent occurrence from what I can see.  

Currently trying to sort it out and am asking for it to be dealt with by their claims department but I am guessing I am going to get the same treatment as everyone else on here.  It's really put me off buying online, can't believe a company as big as boohoo can treat people so badly, they clearly hang on to your money for as long as possible then only give you part of the refund.  

They also seem to have a real problem with their processes, don't understand why at the time they process your return they don't confirm what they have received as that would have been an immediate trigger for me to contact them whereas I had to chase them to try and find out what was going on with my refund and then started to realise there was a problem.   They say it takes 14 days to process a return and can take a further 5 days for bank to register the refund so even if that happens I am getting back less than half of what I paid, absolute scam in my book!

If they are getting lots of issues with return queries they should change their processes to ensure it's much more robust, either theft or incompetence in the process and we are paying for it. 

2240lisa

I would like to add an update.  After lots of frustration with emails being ignored, I sent a formal complaint email that ChatGPT sorted for me and within days I have my missing refund, so thank you Boohoo for finally sorting it out!  It is worth persevering.  

Boohoo really need to get their act together though on how they respond to customers it would save a lot of time effort and frustration on all sides.