Boohoo changing Premier conditions?

lyle1993

Ordered with Boohoo and they’ve sent it in 3 parcels. I have a Premier account which when I signed up for £5.99 for a year, offered free next day delivery and free returns. I’ve just spoken to customer service and they’ve said they’ve ‘changed it now’ and that free returns is now longer part of Boohoo Premier. So I paid £5.99 for that service for a year and they’ve changed it without letting me know (i’ve checked my emails). Any advice? They want to charge me £1.99 per parcel return now so returning those three parcels is going to cost me £6 instead of £0. 

Alderbank

Any advice?

Yes, post a link to the Premier terms & conditions you signed up to and we'll tell you what they are allowed to do.

If each parcel return costs £1.99 then unlimited returns for a year for only £5.99 sounds unsustainable.

the_lunatic_is_in_my_head

A general "we can change the terms" doesn't wash, the potential changes need to be specific but even then generally speaking terms which set out to vary the contract are unfair if they reduce the benefit the consumer is likely to receive under the contract with the possible exceptions of situations such as complying with new legislation. 

Unfortunately it's £5.99 (although really you are looking at adding up the return fees you pay for the rest of the contract period and using that amount), so technically you are likely to have a claim but best bet is to just not shop with them really. 

TELLIT01

I suspect the most the OP will get is a partial refund of the £5.99 they say they paid for the Premier service.  Subtract a fee for doing that and they aren't going to see much.

born_again

lyle1993 said:

Ordered with Boohoo and they’ve sent it in 3 parcels. I have a Premier account which when I signed up for £5.99 for a year, offered free next day delivery and free returns. I’ve just spoken to customer service and they’ve said they’ve ‘changed it now’ and that free returns is now longer part of Boohoo Premier. So I paid £5.99 for that service for a year and they’ve changed it without letting me know (i’ve checked my emails). Any advice? They want to charge me £1.99 per parcel return now so returning those three parcels is going to cost me £6 instead of £0. 

O when you checked your emails, did you go back to 2022? Or how often do you check junk/Spam folders?

https://www.moneysavingexpert.com/news/2022/07/boohoo-introduced-p1-99-returns-charge-in-sneaky-update-for-cust/

eskbanker

born_again said:

lyle1993 said:

Ordered with Boohoo and they’ve sent it in 3 parcels. I have a Premier account which when I signed up for £5.99 for a year, offered free next day delivery and free returns. I’ve just spoken to customer service and they’ve said they’ve ‘changed it now’ and that free returns is now longer part of Boohoo Premier. So I paid £5.99 for that service for a year and they’ve changed it without letting me know (i’ve checked my emails). Any advice? They want to charge me £1.99 per parcel return now so returning those three parcels is going to cost me £6 instead of £0. 

O when you checked your emails, did you go back to 2022? Or how often do you check junk/Spam folders?

https://www.moneysavingexpert.com/news/2022/07/boohoo-introduced-p1-99-returns-charge-in-sneaky-update-for-cust/

That article endorses OP's expectation of free returns for Premium members (in 2022):

Want to avoid the £1.99 fee? You could sign up to Boohoo Premium

The only way to completely avoid the £1.99 returns fee is by signing up to Boohoo Premium. This gives shoppers free returns for one year, as well as free next day delivery, which normally costs non-Premium customers £5.99 per order.

Edit: free returns were still being promoted as a membership benefit as recently as May 2024:

https://web.archive.org/web/20240509161039/https://www.boohoo.com/premier/PREMIER.html

lyle1993

eskbanker said:

born_again said:

lyle1993 said:

Ordered with Boohoo and they’ve sent it in 3 parcels. I have a Premier account which when I signed up for £5.99 for a year, offered free next day delivery and free returns. I’ve just spoken to customer service and they’ve said they’ve ‘changed it now’ and that free returns is now longer part of Boohoo Premier. So I paid £5.99 for that service for a year and they’ve changed it without letting me know (i’ve checked my emails). Any advice? They want to charge me £1.99 per parcel return now so returning those three parcels is going to cost me £6 instead of £0. 

O when you checked your emails, did you go back to 2022? Or how often do you check junk/Spam folders?

https://www.moneysavingexpert.com/news/2022/07/boohoo-introduced-p1-99-returns-charge-in-sneaky-update-for-cust/

That article endorses OP's expectation of free returns for Premium members (in 2022):

Want to avoid the £1.99 fee? You could sign up to Boohoo Premium

The only way to completely avoid the £1.99 returns fee is by signing up to Boohoo Premium. This gives shoppers free returns for one year, as well as free next day delivery, which normally costs non-Premium customers £5.99 per order.

Edit: free returns were still being promoted as a membership benefit as recently as May 2024:

https://web.archive.org/web/20240509161039/https://www.boohoo.com/premier/PREMIER.html

Within this it says “boohoo will inform you of any significant changes to these terms and conditions. All other applicable boohoo terms and conditions apply.”  

They admitted to me on text today members will be notified, but they haven’t been yet. 

“Due to increased of shipping fee we have had to look at where we can adapt our overall offering without compromising the great value that we have across all of our products. This has meant that we will be applying a charge of £1.99 returns so that we can continue to offer great prices and products and do this in a more sustainable way. You will receive an email about this for further info.”

eskbanker

lyle1993 said:

Within this it says “boohoo will inform you of any significant changes to these terms and conditions. All other applicable boohoo terms and conditions apply.”  

They admitted to me on text today members will be notified, but they haven’t been yet. 

“Due to increased of shipping fee we have had to look at where we can adapt our overall offering without compromising the great value that we have across all of our products. This has meant that we will be applying a charge of £1.99 returns so that we can continue to offer great prices and products and do this in a more sustainable way. You will receive an email about this for further info.”

In which case I think you have a stronger (albeit perhaps theoretical) case for insisting they honour the terms under which you signed up, as the archived version of the page shows that they'd stopped offering the free returns benefit two months ago, so have no excuse for failing to get round to notifying members:

https://web.archive.org/web/20240601214156/https://www.boohoo.com/premier/PREMIER.html

lyle1993

eskbanker said:

lyle1993 said:

Within this it says “boohoo will inform you of any significant changes to these terms and conditions. All other applicable boohoo terms and conditions apply.”  

They admitted to me on text today members will be notified, but they haven’t been yet. 

“Due to increased of shipping fee we have had to look at where we can adapt our overall offering without compromising the great value that we have across all of our products. This has meant that we will be applying a charge of £1.99 returns so that we can continue to offer great prices and products and do this in a more sustainable way. You will receive an email about this for further info.”

In which case I think you have a stronger (albeit perhaps theoretical) case for insisting they honour the terms under which you signed up, as the archived version of the page shows that they'd stopped offering the free returns benefit two months ago, so have no excuse for failing to get round to notifying members:

https://web.archive.org/web/20240601214156/https://www.boohoo.com/premier/PREMIER.html

Thank you. I’m going to pose the question even if it just means I can get a free return on this occasion. And going to find the biggest box I can to fit all the items back in - no chance am I sending it back in three separate parcels just to rack up £2 a time charge! 

screech_78

I pay for this on behalf of my 15 year old daughter. I last returned an order for her at the end of June and returns were free then. Very sneaky.

born_again

eskbanker said:

born_again said:

lyle1993 said:

Ordered with Boohoo and they’ve sent it in 3 parcels. I have a Premier account which when I signed up for £5.99 for a year, offered free next day delivery and free returns. I’ve just spoken to customer service and they’ve said they’ve ‘changed it now’ and that free returns is now longer part of Boohoo Premier. So I paid £5.99 for that service for a year and they’ve changed it without letting me know (i’ve checked my emails). Any advice? They want to charge me £1.99 per parcel return now so returning those three parcels is going to cost me £6 instead of £0. 

O when you checked your emails, did you go back to 2022? Or how often do you check junk/Spam folders?

https://www.moneysavingexpert.com/news/2022/07/boohoo-introduced-p1-99-returns-charge-in-sneaky-update-for-cust/

That article endorses OP's expectation of free returns for Premium members (in 2022):

Want to avoid the £1.99 fee? You could sign up to Boohoo Premium

The only way to completely avoid the £1.99 returns fee is by signing up to Boohoo Premium. This gives shoppers free returns for one year, as well as free next day delivery, which normally costs non-Premium customers £5.99 per order.

Edit: free returns were still being promoted as a membership benefit as recently as May 2024:

https://web.archive.org/web/20240509161039/https://www.boohoo.com/premier/PREMIER.html

Notice the price was £9.99 in that?