Trust Score 61/100 · 7 sources · 625,193 reviews · updated 16 Oct 2026
Boohoo reviews
In short
Is Boohoo legit?
Boohoo scores 2.3 out of 5 on Trustpilot from 208,109 reviews, 1.85 on Sitejabber from 1,317 and 2.13 on Reviews.io from 1,803. The app stores are far kinder at 4.75 on the App Store (324,091 ratings) and 4.48 on Google Play (89,749). BBB gives an A+ grade but logs 205 complaints in 3 years. The Trustpilot breakdown shows 62% five-star ratings, which does not match its 2.3 score, so treat that figure with caution.
Trust Score 61/100 from 625,193 public reviews across 7 sources, updated 16 Oct 2026. How we score
- Rating sources
- 7
- Ratings counted
- 625,193
As of 16 Oct 2026 · How we score
AI summary
Boohoo scores 2.3 out of 5 on Trustpilot from 208,109 reviews, 1.85 on Sitejabber from 1,317 and 2.13 on Reviews.io from 1,803. The app stores are far kinder at 4.75 on the App Store (324,091 ratings) and 4.48 on Google Play (89,749). BBB gives an A+ grade but logs 205 complaints in 3 years. The Trustpilot breakdown shows 62% five-star ratings, which does not match its 2.3 score, so treat that figure with caution.
- Customers report that the Kai virtual assistant and WhatsApp chat sort out delivery, tracking and order queries quickly. Many recent 4 and 5 star Trustpilot reviews name Kai and describe fixes within minutes or hours. Trustpilot
- App users rate Boohoo highly. Google Play shows 78% five-star ratings and the App Store average is 4.75. Reviewers praise the clothes selection, quality and sizes that match the description. App Store
- Some customers say prices are affordable and the range is wide, including petite and big and tall sizes. App Store
- A number of customers report easy returns and quick refunds. One Reviews.io customer says a refund arrived within 3 days, and an App Store customer calls the return process easy. Reviews.io
- Refunds are slow or missing. Customers report waiting weeks, contacting the brand many times, and having return fees deducted. Several say they were charged a return fee for an item that never arrived. Trustpilot
- Delivery is late or parcels go missing. Customers report paid next day and Premier delivery arriving days late or not being applied to their account. Evri is blamed for lost parcels. Trustpilot
- Customer service is described as unresponsive. Customers report repeated copy-paste emails, AI bots that cannot solve the problem and having to resend the same details several times. Trustpilot
- Refunds can default to a gift card. Some customers say this was not obvious, and one says the card expires after 90 days. Google
- The app has problems. Several September 2026 Google Play reviews say it demands an update that does not exist and then locks them out. Others call it slow, buggy or frozen. Google Play
Summary written by AI from 150 public reviews across the sources below on 17 Oct 2026. Short excerpts link to their source. No reviewer names.
Key facts
| Source | Rating | Reviews | Updated |
|---|---|---|---|
| Trustpilot | 2.3 / 5 | 208,109 | 16 Oct 2026 |
| App Store | 4.8 / 5 | 324,091 | 16 Oct 2026 |
| Google Play | 4.5 / 5 | 89,749 | 16 Oct 2026 |
| 1.8 / 5 | 99 | 16 Oct 2026 | |
| Sitejabber | 1.9 / 5 | 1,317 | 16 Oct 2026 |
| Reviews.io | 2.1 / 5 | 1,803 | 16 Oct 2026 |
| BBB | 1.0 / 5 | 25 | 16 Oct 2026 |
Delivery, returns
and support
How is Boohoo delivery?
Delivery is the most common complaint on review sites. Customers report next day and Premier services arriving days late, parcels lost by Evri, and tracking that shows delivered when it was not. Some say the courier is not stated at checkout. App reviewers also call delivery charges high. A smaller group reports orders arriving within days or about a week from the UK to the US.
How do Boohoo returns work?
Customers report that returns can be easy, but refunds are often slow. Complaints include waits of 5 to 6 weeks, return fees of about £2 to £7 or $14.99 taken from refunds, and a 28 day window that customers say was missed because of the brand's own delays. Some refunds default to a gift card. One App Store reviewer found the gift card quick and simple to use. BBB complaints are mostly from US customers.
How is Boohoo customer support?
Support reviews are split. Many recent Trustpilot reviews praise Kai and named agents, with fast fixes over WhatsApp. Many others say email replies repeat the same text, AI chat cannot escalate, and cases stay open for weeks. Sitejabber, Reviews.io and BBB customers say they could not reach a person. Some Reviews.io entries are unrelated spam or off-topic, so that source is noisy.
How is Boohoo quality?
Customers describe quality as hit or miss. Praise includes good fabric, true sizes and items that look as pictured. Complaints include thin or see-through fabric, items that look different from the photos, inconsistent sizing and a damaged straw hat. App reviewers lean positive on quality. Review site users lean negative.
What customers say
about Boohoo
My order arrived with half the stuff missing. Emailed your customer service and gets an AI bot telling me to check the delivery info for delivery 3....
Had an issue with my email being incorrect and not able to access the order info, but the virtual assistant “KAI” was so helpful that it was sorted in 5 minutes!
my app does not work anymore. It tells me to update but there is no update available on the Google play store.
So I began the return process, which was very easy.
They charge you a fortune to deliver and then when you think returns are free they deduct the cost from your refund payment.
I received my order within days and packaged well. Unfortunately 2 items were too big but great quality. I did a return and within 3 days I got my refund. That easy!
Questions about
Boohoo
Is Boohoo legit?
Boohoo is an operating fashion retailer, and many customers report receiving orders and refunds. BBB gives it an A+ grade. Trust is still low on review sites, with 2.3 on Trustpilot (208,109 reviews), 1.85 on Sitejabber and 205 BBB complaints in 3 years. Most complaints concern refunds, delivery and support.
How long does Boohoo delivery take?
Customers report mixed results. Some receive orders within days, and one US customer says about a week. Others report next day orders arriving 3 or more days late, or parcels lost for weeks. Evri is often blamed. No standard delivery time can be taken from the reviews.
Can I return Boohoo clothes?
Yes, customers report completing returns, and some say it was easy. Refunds are the weak point. Customers report waits of several weeks, return fees deducted from refunds, and refunds sent as gift cards by default. Check the refund method before confirming a return.
Does Boohoo reply to bad reviews?
Sometimes. Boohoo replies to 40.5% of Trustpilot reviews and 66.7% of BBB reviews. Replies are polite and usually ask for an order number in a private message. It does not reply on Sitejabber, Reviews.io or the Google Maps listing, and it rarely replies on Google Play (0.2%).
Is the Boohoo app any good?
Ratings are high at 4.75 on the App Store and 4.48 on Google Play. Fans like the range and ease of use. Recent Google Play reviews report an update loop that blocks access, and others call the app slow or buggy.
Ask the agent
about Boohoo
Try one of these:
Sources
- 5129,782
- 426,753
- 310,899
- 210,628
- 130,047
Brand replied to 41% of reviews
As of 16 Oct 2026
- 569,758
- 48,112
- 33,272
- 22,181
- 16,391
Brand replied to 0% of reviews
As of 16 Oct 2026
- 513
- 45
- 34
- 20
- 177
Brand replied to 0% of reviews
Google Maps listing: Debenhams Group (Boohoo)
Rating data from Google · As of 16 Oct 2026
- 5118
- 470
- 358
- 292
- 1966
Brand replied to 0% of reviews
As of 16 Oct 2026
- 5378
- 499
- 354
- 2120
- 11,152
Brand replied to 0% of reviews
As of 16 Oct 2026
Brand replied to 67% of reviews
BBB grade A+, 205 complaints in 3 years
As of 16 Oct 2026
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