Review Time
Level 3 Loyalty Member – Second Year Ignored
I’m a Level 3 loyalty customer with HUGO BOSS and have spent several thousand pounds with the brand over the years.
For the second year in a row, my birthday has not been acknowledged through their loyalty programme. A birthday gesture may seem small, but when a company operates a tiered rewards system, these are the exact moments that are supposed to make loyal customers feel valued.
To make matters worse, I contacted live chat to query this and spoke with an advisor named Claudia. I was asked to confirm my date of birth, which I did — and the chat was then abruptly ended without explanation or resolution. No follow-up, no clarification, nothing.
It raises a simple question: what is the point of a loyalty tier system if the benefits are inconsistent or not delivered?
Interestingly, other premium brands manage to recognise customer milestones without issue. It’s disappointing that HUGO BOSS cannot offer the same basic consistency.
Very underwhelming experience for what is supposed to be a premium brand.
Google My Business Review (Shorter, punchier)
I’m a Level 3 loyalty customer with HUGO BOSS and have spent thousands with the brand.
For the second year running, my birthday wasn’t acknowledged through their rewards programme. When I contacted live chat to ask about it, I was asked to confirm my date of birth — and then the chat was abruptly ended without resolution.
If you operate a tiered loyalty system, consistency matters. This experience felt dismissive and far from premium.
Disappointing customer service.
If you want, I can also give you:
A slightly more sarcastic version (subtle, classy sting)
Or a version designed to trigger a faster corporate response
Your move 😄
Utterly disappointing service! I ordered a pair of jeans for my son for Christmas, expecting them to arrive on the 23rd. The delivery service sent an email stating the driver couldn't find my address, which is just ridiculous. It seemed like the driver simply didn’t want to make the effort. I contacted the service, and they assured me the driver would attempt delivery again, but that never happened. They later claimed it would arrive on the 24th, yet it didn’t. Instead, I received another email stating the jeans were sent back to the warehouse! I can't understand why this occurred. Now, it's the 31st, and despite multiple attempts to call, no one answers. My emails have gone unanswered as well. This is a frustrating company to deal with. I won't buy anything from them again if this is how they treat customers. My son's jeans are still missing, and they have taken my money without delivering. A truly disappointing experience!
I bought an overcoat at a premium store and was initially pleased with it. However, after Christmas, I noticed a quality problem that should have been caught before the item was sold. When I returned to the store for assistance, the staff urged me to contact customer service online myself. They mentioned that while they could report the issue for me, it would be considered 'low priority' if done in-store, whereas a direct customer submission would be prioritized. This was frustrating and unhelpful. For a high-end brand, I anticipated better after-sales support and accountability instead of being directed elsewhere. The whole experience felt unnecessarily dismissive and lacking effort.
The order was placed on November 25, and now, after over three weeks, I have been asked to collect it from a pickup location. There has been no reimbursement or communication regarding my funds. I expect premium customer support when purchasing premium clothing.
Extremely Disappointing Experience. I made a purchase on November 29 and waited for the package to arrive, only to be told that delivery attempts were made three times (with no one showing up), and that it is being returned to the sender. I reached out to the customer support team, and they directed me to contact their logistics partner for clarification on the delays. I don't understand why I have to chase their service provider, who has not responded to my inquiries. I truly appreciate their products, but their shipping services to Canada are utterly unacceptable. Additionally, they hold onto your money for 21 days before issuing a refund. This has been a frustrating customer service experience.
Disappointing experience. I made a purchase on November 29 and waited for delivery, only to be told that there were three failed attempts (no one came) and the package is being sent back. I reached out to customer support, and they directed me to their logistics partner to address the delays. I don't understand why I have to chase down their service provider, who hasn't replied to my inquiries. I appreciate their products, but their shipping service to Canada is incredibly poor. Also, be aware that they will hold your money for 21 days before issuing a refund. This has been a frustrating customer service experience.
My elderly mother purchased an oversized jacket on sale. The sales staff misled her. When we attempted to return it, no smaller size was available, and I was told that sale items could only be exchanged. I was not offered a gift card and had to exchange for the exact value or more, as they wouldn't refund the difference. I warned the manager that they were about to lose a customer. Clearly, they disagree. This has resulted in a lost customer for life.
I wish to report the inadequate customer service I experienced from the store manager. I requested a refund for a jacket that was too large for my son. When I bought it last week, I was assured I could return it until January 2026. However, the manager informed me that only exchanges were allowed. This experience has negatively impacted my perception of the brand, and as a loyal customer, I am extremely disappointed. I have also reached out to the higher management and customer service but had no success in resolving this.
I would rate this experience as zero stars if possible. I ordered a men's crossbody bag valued at $223, but received the wrong, cheaper bag instead. I called customer service, which was unprofessional and filled with empty apologies. Consumers are wiser now, and it's clear why their business is suffering.
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With its brands BOSS and HUGO, HUGO BOSS covers all the main fashion areas for women and men. Shoes and accessories, fragrances, glasses and watches, complete the collections. Commitment to sponsoring sporting and cultural events round off its communication.
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