Boohoo.com refusing refund for missing Item

EmmaW88

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 aswell as retail for many years I would not dream of treating my customers in this way - dreadful!

What am I supposed to do🤔...its their word against mine - they are saying their cctv shows it being packed by their workers yet say due to gdpr they cannot provide me with this - for all I know they are lying!
Ive seen many other similar posts about this too!
Shame on Boohoo!!

EmmaW88

@soolin can you help? I see you are the consumer rights ambassador - Im at my wits end and don't know what I can do 😔

screech_78

Letter before action would be your best bet and then following through with small claims court. Only you can decide if it’s worth the hassle but an LBA wouldn’t cost anything. 

Although, if you’ve worked in banking and retail for 15 years, you should know the customer is rarely right. It’s an outdated saying. 

elsien

Unfortunately, a lot of people do try it on with returns, or wearing items and then returning them for a refund. I’m absolutely not saying that you did any of this, but it is why retailers are becoming more sceptical of some customer claims and why they do not automatically take peoples word for it anymore. 

So what conversations did you have with previous colleagues? Did you contact them about a refund without telling them at that point that you thought there was an item missing? 

Because it seems odd that you tried things on without noticing and only spotted a missing item when you came to  return them.
That may be what has triggered them to investigate more fully.
Do you have any of the packaging with weights on?

for what it’s worth, some companies are also declining to sell to people who make a lot of returns. You might want to check out the dimensions of items before buying - They’re not always accurate, but it might save you from ordering things that are not going to be right.

 

EmmaW88

elsien said:

Unfortunately, a lot of people do try it on with returns, or wearing items and then returning them for a refund. I’m absolutely not saying that you did any of this, but it is why retailers are becoming more sceptical of some customer claims and why they do not automatically take peoples word for it anymore. 

So what conversations did you have with previous colleagues? Did you contact them about a refund without telling them at that point that you thought there was an item missing? 

Because it seems odd that you tried things on without noticing and only spotted a missing item when you came to  return them.
That may be what has triggered them to investigate more fully.
Do you have any of the packaging with weights on?

for what it’s worth, some companies are also declining to sell to people who make a lot of returns. You might want to check out the dimensions of items before buying - They’re not always accurate, but it might save you from ordering things that are not going to be right.

 

I made them aware that the item was missing on day I recieved parcel before I processed return and also noted it as missing on the return.
I understand people take the mick but you cannot tar all people with the same brush.
Its their word against mine and there is no way of me proving my end that it was not in the package either 🤷🏻‍♀️ so basically us customers who are telling truth have to suck it up, lose money and be penalised based on other peoples actions 😔

EmmaW88

screech_78 said:

Letter before action would be your best bet and then following through with small claims court. Only you can decide if it’s worth the hassle but an LBA wouldn’t cost anything. 

Although, if you’ve worked in banking and retail for 15 years, you should know the customer is rarely right. It’s an outdated saying. 

Ill look into that - I thought complaining would help but they are not interested🤷🏻‍♀️ theur word against mine and they are always right by the looks!

EmmaW88

This is the response I had....

Aylesbury_Duck

Well, it seems they are as sure that the item was sent to you as you are that it wasn't.   You're right, it is their word against yours, that doesn't mean they've accused you of theft or deception so dramatising your case doesn't add to it.

As advised above, court action or speaking to your card provider about a chargeback are options for you.  Either route will also weigh up their word against yours, you don't get a head start just because you're the customer.  A LBA might see them fold rather than  incur the cost of defending a court case, but if they are certain they have evidence it was shipped to you that they can show the court, they might just call your bluff.  

Emmia

The other option is not to give Boohoo your future custom.