Boohoo

Terrible customer service..requested parcel to be sent to a collection point shop...received confirmation that parcel was delivered but random picture of house where it had been delivered. Shop confirmed they had not received parcel. Contacted Boohoo who stated it was my problem I had a to report it as theft which I tried twice ( the police could not do unless I could confirm where it had been left as no proof it was actually stolen) Boohoo said nothing else they could do so no replacement or refund unless I got a crime number.So even though they choose Hermes as their delivery company, they have local pick up points/shops allocated who scan parcels in and out for collection , if the parcel goes missing during this process they do not take responsibility all they kept saying if I had to have a crime number and they could not refund unless I got this.
I feel once they have your money it's your problem if item goes missing and you are left to do all the chasing even though I had obvious proof available that it was not delivered to the allocated pick up shop