I have been a loyal XP Level 3 customer…
I have been a loyal XP Level 3 customer of Hugo Boss, spending over £5,000 with them. On my birthday, I tried contacting their live chat—nobody was available, and the chat disconnected abruptly. I then sent emails to both head office and customer service over the next three days. Despite all attempts, I received no response whatsoever.As a premium brand, I expected at least an acknowledgment of my emails and a simple birthday gesture. Instead, I was completely ignored. This experience has left me extremely disappointed and reconsidering future purchases.Customer service like this is unacceptable for a brand of Hugo Boss’s reputation.
Scott Bryant
SERIOUSLY DO NOT I REPEAT DO NOT BUY…
SERIOUSLY DO NOT I REPEAT DO NOT BUY FROM THIS COMPANY!!!! DONT!Orderd some jogging bottoms that are worth over £100. The logo fell off within a few months of using them. Contacted customer service and it look almost a month to get a response of them asking for photo evidence. Replied with the information and a month later from that last email still awaiting a reply. No idea how this company is able to trade its diabolical. Do not do it! Poor quality and may have to take legal action to get this sorted. First email was sent Mid December 2025. Its now almost March 2026......
Kimberley W
Parcel lost, no refound, poor feedback
After online purchase parcel has never been delivered by DHL despite they claimed it was, such a poor service,this is already a second time it has happened, no response from support, to get a refound is a real hassle.this is not premium brand anymore...service way to bad, employees dont care at all
Ilya K
Low quality glue shoes
The shoes are of the lowest imaginable quality, even by Zara standards. Lowest materials glued together by the cheapest glue. They break down in two weeks so don’t be fooled by the look
D X
No dustbag delivered.
They offer suits including dustbags. They state so clearly on their website and productdescriptions. They delivered my suit without dustbag and just in a plastic wrapper kind of thing. When I contacted customer service they said: We ran out of stock and nothing is being sent with dust bags and ended with a standard answer: "we apologize for the inconvenience, and appreciate your understanding".So what is the solution? Nothing. They still advertise the suits with dustbags, but sending them without. The custumerservice is horrible. You can buy a dustbag online for like 10 euro, it's not a big deal. But it's about the principle. You say you offer it with, you should send it or you should contact me beforehand and explain the situation and then i would understand them. But they didn't. I've been shopping with Hugo Boss for a while now. But not anymore. You just lost a loyal customer.
Yassine S
Ordered trainers online
Ordered trainers online, and when they were delivered, inside was a bottle of water.......no trainers.Have been calling customer service number for 3 weeks now, and you get a message telling you the phone lines are switched off due to high demand!!!!3 bloody weeks.Sent numerous emails with no reply.Went to Cheapside branch in London for help, who called the same number and then told me sorry, cannot do anything as you purchased online.So, now it looks like i have bought the most expensive bottle of water ever.Will NEVER buy from these con artists ever again, whether online or instore. Absolute con!!
R S
First-Time Customer Disappointed – Orders 75347067 & 75462455
As a first-time Hugo Boss customer, I’m honestly disappointed with the service I’ve received.I ordered two pairs of shoes (orders 75347067 and 75462455) and was surprised to find that neither pair came with dust bags. For a premium brand, this was unexpected and disappointing.I contacted customer service via email to resolve this, but all I received was an automated response. Since then, there has been no follow-up, no update, and no resolution. The lack of communication has been frustrating, especially as this is a very simple issue to address.I travel frequently and rely on dust bags to protect my shoes. I also made it clear that this matter is time-sensitive, as I will be leaving the UK soon, yet I’ve heard nothing further.The shoes themselves are great, but customer service is just as important as product quality, especially for first-time customers. Unfortunately, this experience has left me feeling let down.I hope Hugo Boss will reach out and resolve this promptly before my departure.
AIFHELI MAFALA
Unable to telephone them because there…
Unable to telephone them because there voicemail is full is a joke(2 days of trying) something which could take 1 minute will take a hour and a drive
customer
Hugo Boss Mexico, are you there?
More than 20 days after placing my order, I still have no delivery and no response from Hugo Boss Mexico. I opened a support ticket on January 17 and never received an answer.When I checked my order, I discovered that one item, a pair of wool pants, was cancelled without any notification. I bought the items together to match, so the order no longer made sense.This is not my first issue. In a previous purchase, I lost a reward voucher after returning an item that was sent in the wrong size, even though the mistake was not mine.Very poor communication and service that does not match a premium brand.
John
Don’t Buy Hugo Boss If Refund Required
We have observed some better reviews express surprise that there are negative reviews. Instead those reviewers should think themselves fortunate that they have had no issue. If anyone reads the very many one star reviews they will see the recurring issue is extraordinarily bad or even non existent refund and contact service. Our case is typical - returned via DPD (warning bells!!!) then still 2 weeks later DPD not delivered back to Boss - HBoss seem to think this is an explanation for them not issuing refund that they accept their courier has the item but it has not reached them. This information only extracted after several failed attempts to contact HB. Appears HB making no effort to chase up courier. If continues will contact card issuer to raise repayment - international company? - appalling behaviour.
Ashley murray
Hugo Boss UK customer service is…
Hugo Boss UK customer service is absolutely awful - twice in a row they proceeded incorrect refund missing over £300. They are having a laugh! Reported to my credit provider immediately and will never ever buy from Boss again.
jvab
Hugo Boss UK have the most appalling…
Hugo Boss UK have the most appalling customer service regarding returned items being refunded. 16 days and counting with no response to emails via their customer contact page and their phone lines being closed to new enquiries no matter how urgent that enquiry may be.For a 'so-called' premium retailer, this standard of customer service is utterly unacceptable.For potential new customers I would avoid ordering anything from this company should it be likely you will need to return it. Personally I will never buy anything from them again. Avoid at all costs!
BROOK
Using DPD for delivery was a big…
Using DPD for delivery was a big mistake-they didn't even bother trying to deliver, instead just dumped at nearest postoffice, requiring me to go and collect it. They described this as leaving it with a neighbor. By no stretch of the imagination could a post-office a mile away be described as a neighbor.They still managed to handle the parcel sufficiently roughly to open it.Why would a premium brand use such a poor quality courier?
Sean Moran
Terrible experience with online gift…
Terrible experience with online gift card purchaseI purchased a gift card over two weeks ago. I received a confirmation email from HB that my purchase went through and another email stating that the gift card was sent to the recipient. However, the recipient never received the email. I called customer service but they don't have access to the gift card number. Neither do I. All customer service will do is open a ticket that escalates the issue. I've now spoken to them twice over a two week period and nothing happens. They've opened two tickets. They say there is no other number I can call. I've had to purchase a second gift and am still dealing with this cancellation. I am never purchasing anything from Hugo Boss again.
Mariela
Pathetic Returns Process
Pathetic Returns Process Cheapside store doesn't accept incoming calls. No agents to speak to on live chat or phone. Literally, just a faceless online retailer that takes your money and refuses to return it.
shamsta
Excellent customer service
Very helpful, always recommend,
Mohammed Al-Tala'a
Ended loyalty forever
I was a long-time loyal Hugo Boss customer, regularly spending €300–€1,000 per order. Sadly, the quality has collapsed.A €104 winter cap and scarf felt like a €2 plastic product. After just 20 days, the wool unraveled, the logo fell off, and strings were left behind. Completely unacceptable for a “premium” brand.Because I removed the excessively long internal label, my complaint was rejected, even though the item was clearly defective and part of a €1,000 order.Most items in the order were poor to average. I have another coat on the way, which I will return out of protest.I will never shop at Hugo Boss again and will continue sharing my experience about their declining quality and customer support.
Tarik Gvozdar
The worst return experience, horrible customer service
My order which I placed on Hugo boss site in November 2025 was returned in 2 days after I received it. The return process took 14 business days , which is the longest time I ever had in my online shopping experience. Finally / on December, 11/ I got the email confirmation that the return was processed and the refund has been issued. Since I did not received my refund/ above 500 $/ , I have contacted Hugo Boss customer service . After numerous requests to them, I was promised they would escalate the investigation into this matter. However, I have still not received any credit/refund, nor any information about what has been done to resolve the problem. ☹️Horrible experience.
Olena
Selling brocken items
I am writing to express my deep dissatisfaction with the customer service I experienced at your store located in Battersea Power Station, London. The level of service provided by your staff was utterly disappointing. They treated customers as if we were a burden rather than valued patrons. The employees were unprofessional, rude, and seemed entirely focused on anything other than assisting customers. Their lack of knowledge regarding customer service principles was evident and concerning.Additionally, I encountered issues with the quality of the products being sold. It appears that defective items are being offered, and there seems to be a deliberate effort to complicate returns within the 14-day window, making it nearly impossible for customers to return unsatisfactory merchandise.This experience has left me with no intention of purchasing any products from your brand in the future. I urge you to take these concerns seriously and implement the necessary changes to improve customer relations and service quality.
Jacek Gulbicki
Their return process is horrible
Their return process is horrible. They state it will take up to 10 business days for them to process returns. Yes, that's a long time - but the reality is that it's actually 14+ business days. That's THREE WEEKS. It's insane! I've never seen any other retailer doing anything like this and I've shopped with dozens if not hundreds over the years. It's embarrassingly inefficient. For the prices they're charging you'd expect Hugo Boss to be a little more professional and buttoned up. Sadly no. Avoid shopping this website at all costs!
M Khan
