Ordering from Boden - YouLookFab Forum

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Ordering from Boden

Anonymous

I apologize for cluttering up the forum this past week What is the Canadian experience regarding ordering from Boden?

I placed my first order on June 4 for a dress, bag, and shoes. Received an order confirmation from something called Gobal-e (their ordering platform, I guess) and then - radio silence. I emailed yesterday enquiring as to the whereabouts of the order - again, no reply. Then this morning , and completely co-incidentally, I receive an email " confirmation" that my return has been received and my account credited accordingly. Wtf? I've emailed - again - to ask what on earth is going on but am prepared not to hear anything back. Super disappointed in this service.

General

42 replies

Latest reply was from Glory

Runcarla

Veteran

I ordered 2 dresses from Boden last year via the UK site. I think I ordered on a Thursday pm and my order was delivered the following Tuesday am. I was impressed by the very quick delivery.

Jane

Veteran

I’m not able to answer your question because I’ve only ordered from the UK but FWIW I have had pretty exemplary customer service, so this sounds very unusual to me.

Ginger

Veteran

Can you chat in? I was able to do that and had my issue resolved almost immediately.

Bonnie

Veteran

I ordered from Boden and had a similar experience. It took awhile and I was not sure my order had gone through so I did chat with a rep who reassured me that all was well. She said that they were really busy and backed up with orders but she would talk to the warehouse and I guess she did because my order was soon delivered. I thought it was strange that I never got an email confirmation after talking with the rep but I thought they were nice and responsive but maybe a bit overwhelmed.

Anonymous

We have to order from the UK site, and there is no chat option, sadly. Nor am I about to incur international phone charges. (No 1-888 number provided either)

Carla - the email indicated that they were shipped and received somewhere here in Canada, then promptly sent back to the uK. Weird.

Marilyn

Veteran

Strange indeed! I wonder if it was possibly rejected in Canada for some reason as not deliverable.....damaged package, illegible address, etc. I mean, someone at this end would have to physically send it back, right?

Did you check to see if they deducted a return fee?

BlueJay

Veteran

After 6 years, I ordered a dress from Boden UK, only because I don't like paying extra for shipping.

I ordered the dress from the UK website on May 22 (to ship to Toronto) and I received an email from Global-e (I used Pay Pal because I think my Mastercard is blocking curious online (in this case overseas) purchases. On May 24, I received another email, again from Global-e, saying that my shipment is on its way. Then I received DHL Express courier emails. I went online to DHL's website to release it without a signature. It arrived May 27, so all told 5 days.

There is a chat popup (purple) in the bottom right-hand corner of your browser if you're looking at their website. I have used this too and they were extremely responsive.

May 15, I swore I had placed an order for the same dress, but I'm not positive that my Mastercard wasn't blocking the purchase. I did email Boden's customer service and they were also very responsive and they looked into it and didn't find my order (I gave them the shipping address).

Hope this helps!

Tina

Veteran

I placed 2 orders last August. They both arrived in about a week. The boxes were very battered but nothing was missing. The time to order, ship, and receive was very impressive. I live in a fairly remote northern Alberta location. Our latest claim to fame has been a massive wildfire that had us evacuated for almost a week.

Style Fan

Veteran

Very strange Lisap. I have only ordered once from Boden. In January of this year I ordered a cardigan. It was delivered within a few days. I was surprised it came so fast.
My only concern with Boden is the difficulty with returning. As a Canadian returning is very difficult. I would not order again from them.
I hope it gets resolved for you.

Runcarla

Veteran

Lisap, is there a chance that they might have tried to deliver to your old address? You just moved, right?

Anonymous

This bothers me on some level. I feel you should be able to easily reach customer service and they should be immediately responsive.

I am in the US. An order I placed was shipped from the UK. It "got stuck" in customs in Miami. It just sat there. No one at Boden could say when or if it would be delivered. They refunded my money. Then several weeks later the package arrived at my house. I promptly returned the item to Boden.

BlueJay

Veteran

Style Fan, yes, I also have the concern of the difficulty of returning, especially since you have to go to the post office and pay out-of-pocket.

Anonymous

I used paypal too , for security reasons, and no, they didn't deduct a return fee. Still no reply to my 2 emails now- I'm off to see if I can find the chat option . Carla - moving had nothing to do with it. I've never ordered from them before and provided my new address. Funny - now with about 8 weeks left of summer, I'm thinking maybe I've saved myself money for things that I can get by without.

kerry

Veteran

I think your situation is very unusual. I think someone has returned to sender.

Here’s my last two experiences ...
Ordered Feb. 9th, shipment email Feb. 12th, delivery Feb. 13th.
Ordered Nov. 26th, shipment email Nov. 27th, delivery Nov. 28th.

I’m in Toronto.

Glory

Veteran

Grrrr. That is super frustrating. I ordered once and it never arrived. Contacting them was difficult and I gave up. I find it too difficult and frustrating so I won’t order again. I shudder about the possibility of a return.

Suz

(website)

Veteran

I have ordered several times. Shipments came from the UK. Items arrived quickly, within five days to Kingston and maybe seven to Vancouver.

I also returned items. There was a charge (postage). But no other fee. I didn't get notice that the return had gone through or even arrived for ages and finally wrote to them. Within an hour the amount was credited to my account!

It sounds to me as if something has gone awry. But they ought to answer your messages! That's just plain wrong if they don't.

delurked

Veteran

Not Canadian, but ordering from Boden can often takes weeks for arrival for me. The entire process from ordering to trying on to returning and being credited is usually a 2 month process. I now am taking a break from them, as I consider that an absurdity. I also never can accurately track any of this very well, but eventually things show up and eventually I’m credited for returns.

Janet

(website)

Veteran

That’s really odd. I hope you get it resolved, and I don’t blame you for being put off by that experience. I’ve only ordered from them a couple of times, but my most recent order didn’t work out at all, and it took them over two weeks to send my refund. So they’re not exactly speedy even in the best cases.

Bijou

Veteran

I am really sorry to hear that you are not getting good customer service.

My experience in Australia is that it takes about 2 weeks to arrive. I have ordered from Boden 2 times and been very happy with the quality of the items ordered and fit, the items were beautifully packaged.

I am pretty easy to fit with knits and jackets. I am a bit reluctant to try dresses, pants or jeans, as I fear I would have to deal with returns which would be expensive and most likely difficult.

Elizabeth P

Veteran

I've also had a great experience ordering from them. Items arrive quickly... far quicker than anything from the US! Generally less than a week. (knock on wood) I haven't had to return anything to them yet.

I have also "chatted" online with them, so I'm really surprised you didn't have that option. Perhaps it was there but not obvious?

Anonymous

On the UK site, there is no chat option that I can see. Where is it?

I finally got back one of those "a ticket has been created for you " email, "please type above the ####" etc. But no comments , responses, etc. I guess the time difference isn't helping.

DeAnna

I am in the US, I have ordered from Boden 4 times this year. They are the best to deal with. I get a confirmation email a couple of minutes after ordering. It takes two weeks to get my order. I ordered a blouse that went into back order right away and the order was canceled, so Boden sent me a gift card for my trouble. I did created an account so I can keep track of my purchases. I have returned an item, I did pay the return shipping.I have emailed customer service and they always respond. Due to the time difference it may be a bit before they respond.

Marilyn

Veteran

Currently on my PC.....investigating this mysterious Chat button.

Using Firefox I can see it in the bottom right corner above the task bar. Tried Chrome and MS Edge and it's not there. Weird! Haven't tried my phone (I use Chrome on it) or tablet. I haven't had enough coffee yet to figure out if something is blocking it on the other browsers.

I always find Chat more productive than email exchanges so maybe give Firefox a try.

Edit....See My Next Post for Fix

Elizabeth P

Veteran

Bottom right corner.

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Elizabeth P

Veteran

Just saw Marilyn's response... I do use firefox so maybe that's the answer!

Marilyn

Veteran

OK....so it seems the Chat button is a pop up. So if your browser has pop ups blocked you won't see it.

For Chrome.....

Settings > Advanced (scroll to bottom of page) > Privacy and Security > Site Settings > Pop-ups and Redirects. In the "Allow" section add

[*.]boden.co.uk

Anonymous

Aha ! Thanks Marilyn

Anonymous

I use a few diff browsers, and tried both Chrome and Safari ( I use a mac) . And yes, I have many pop ups blocked. thanks again, everyone. I'm on a mission now

Anonymous

That's awful-hope you can get some answers! I've been scared to order from them tbh!

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