Boohoo is facing a wave of customer backlash over refund problems, with many shoppers vowing never to use the online fashion retailer again. Customers report requesting refunds to their original payment method but receiving gift cards instead, or in some cases, no refund at all.
A TikTok creator claimed she was “scammed” by the brand, saying she was left over £100 out of pocket after Boohoo failed to refund her properly. Her video, with over 216,000 views, drew comments from others sharing similar experiences. One wrote: “The same thing is happening to me right now, now [Boohoo] are silent and not replying to anything.” Another added: “I’ve been in dispute with them for about nine months. It's awful.”
Georgia, a 29-year-old content creator, has been in dispute with Boohoo since September after returning clothes that didn’t fit. She paid via Klarna and received half her refund to Klarna and the other half as a gift card, despite insisting she requested the original payment method. She claims Boohoo ignored her initial attempts to contact them and later said evidence showed she requested a gift card, which she denies. “The gift card wasn’t even an option on their website when I did my refund,” she said. Klarna paused her payment, but four months on, she faces late fees and fears debt.
Robyn Gallagher, 31, ordered jeans in December and returned all but one pair. She says she is “99% certain” she requested a refund to her original payment method, but received a £154 gift card instead. On maternity leave, she said money is tight, and she posted on TikTok to highlight the issue. “There's people out there this could be happening to that genuinely do not have that money and it really does cripple them,” she said.
Customers have struggled to get past Boohoo’s AI chatbot, and even emailing customer service yields what they believe are automated responses. The Mirror reached out to Boohoo for comment on its customer service and AI chatbot, but the company declined to comment.
