ASOS

I had been waiting for a dress and a belt for weeks. At first, Asos sent the wrong package, ASOS sent me men's shoes. Then they send only half the correct items, the belt, to the wrong address (the billing address). Then someone tells me the other item will finally be shipped to me. Then someone else tells me the order is cancelled and will be refunded. ALL THIS TROUBLE AND NOTHING TO SHOW FOR IT?! BECAUSE OF ASOS' CONTINUOUS STRING OF MISTAKES, THE ITEM I HAVE BEEN ASKING FOR IS NOW UNAVAILABLE. This is the worst service and is UNACCEPTABLE! I had never indicated that I didn't want the dress anymore. I always clicked "Replace" and not "Refund". In fact in every email, I had practically been begging for the dress. At this point, the customer service is ridiculous. Why is it so hard for someone to understand? I feel like Asos owes me a dress. I was supposed to have received this dress two weeks ago, should the continuous mix up never happened. Why isn't their customer service doing their job? I am so upset. Every day that I followed up, I got an email from a different employee with the wrong solution. I am now actively telling people not to order from Asos and I have a string of emails as proof! I am so upset with Asos! Their customer service has put me through over a week of a string of mistakes only to result in no dress because of their errors! I have a record of all of these emails, my requested actions, the continuously faulty results, and screenshots of this hellish retail experience. Just a refunded is not acceptable after I have been lied to for a week, being led to believe that the dress is on its way! People should be warned that their employees cannot seem to get anything right and they should be warned of this extended ordeal I've gone through, all because I wanted them to just send the whole order that I paid for weeks ago but no one could get it right. I am so pissed off and this isn't being taken seriously by Asos "customer service".

I returned two orders about two weeks ago, requesting a refund. ASOS supposedly provides no-hassle free shipping AND returns. Youd think this is a great perk for the customer, however, their return procedures are flawed. Customers should beware. I waited the 10 days before reaching out about my return as ASOS says returns take up to 10 business days. When I received my packages ASOS included return labels and instructions for making the return. Their marketing on their website and return instructions within the shipments tote a hassle free process. Youre simply supposed to remove the original shipment label on the package, replace it with the prepaid return label (paid and provided by ASOS) and then either leave it for your mail carrier or drop it in your local neighborhood mailbox bin for USPS to pick up. I did exactly as the instructions said. When I contacted ASOS regarding my return orders they asked for proof of postage and said it was the responsibility of the customer to 1. Add tracking to the return package and 2. Also insure the items that are being returned. These steps are NOT included in their return instructions. When asked what is proof of postage, I didnt receive a concrete answer. After telling them that the return instructions DO NOT mention these additional steps, they resent me an email with the same script, repeating that I need to provide proof of postage and until I do that there is nothing they can do. I then asked them why they wouldnt know the tracking information for the return label that THEY provided. They then sent me an email saying they looked up the tracking for they return labels they provided and said it came back as invalid. SO THE TRACKING NUMBER FOR THE RETURN POSTAGE ASOS PROVIDED IS INVALID? AND SOMEHOW THAT IS MY RESPONSIBILITY AND FAULT? They also looked this up for only one of the package orders I returned. So in a subsequent email I asked them to track the other second package. The tracking number that was assigned turned out to be the SAME as the other package they supposedly looked up: **************000**SSN**1. ASOS are frauds. To end, the last email I received from them condescendingly advised the following I can suggest contacting the carrier you returned your items with and asking for proof of postage or a tracking number. HOW AM I SUPPOSED TO DO THIS? GO TO THE POST OFFICE AND ASK FOR PROOF OF POSTAGE FOR PACKAGES THAT ARE NO LONGER IN MY POSESSION AND HAVE BEEN MAILED 2 WEEKS AGO? ASOS is a joke, and they do not care about their customers. I have scrolled through several customer review sites including this one, and this issue with refunds and returns goes back for YEARS. Why havent they updated their return instructions on the slip included in packages stating that customers should add tracking AND insure their items? Its because if they did, the return wouldnt be considered free. Instead they place blame on the customer on the backend and refuse to honor returns. Save yourself the stress and money. Do not purchase goods through ASOS. I'll be submitting this review on others sites. Hopefully it helps others who review businesses before giving them their money. I will from now on.

If I could give this 0 stars I would. I bought a pair of women's shoes a couple of months ago, only to receive the product in men's. I submitted a request to exchange as I received the wrong item, for which I had to pay the return fee of $22.00 even though it was ASOS's mistake for sending me the wrong pair of shoes. ASOS sent me the link to reorder the correct pair of shoes, so I put in another order for these shoes. This order somehow ended up at the post office, even though when they delivered the first time they left the package on my doorstep. When I went to the post office to pick up the package there was a fee of $22.60 to pick up the package. I was confused as to why there was a fee; the woman working at the post office said she was unsure what the fee was and that the company charges the fee not the post office. I paid the fee and took my package home only to discover that I AGAIN received the incorrect pair of shoes. I received the men's shoes once again. I requested a refund from the company, and was again asked to PAY for the shipping back to the company of $22.00. This now means that I have spent just over $60 in additional fees trying to get the right pair of shoes. I have emailed the company as they do not have a direct line to speak with a customer service representative over the phone. I explained what happened only to NOT have any of my concerns addressed, no answer as to why the customer was expected to pay return shipping fees when the company themselves admitted to making a mistake in sending the incorrect pair of shoes TWICE. The emails back and forth have only been the run around of apologizing for receiving the incorrect pair of shoes and instructions on how to return them. That's it. Nothing else. No explanation of fees. When I emailed the company and expressed that they had not addressed any of my concerns they stopped responding to me. They then had the audacity to email and ask for a review. So here it is. I would NEVER waste my money or invest in any products sold by this company as they have poor customer service and you will likely not receive the product you ordered. They will also not answer your questions/concerns and will begin to ignore you when they no longer feel they need to. I posted this review on their website and they deleted it. I have never written a negative review for a company before in my entire life, until I felt compelled to do so when my time and money was wasted, I have never felt so disrespected as a consumer prior to my experience with ASOS.

Okay, here's my experiences with ASOS:

1. For my first order, things went fine. Then, a few weeks later, I started receiving a style magazine (don't remember which one - Cosmopolitan, maybe?) in the mail. I hadn't ordered it, so I had no idea why I was receiving it. Called the magazine, and found out it was ASOS. I contacted ASOS and ASOS said it was included with my order (even though it didn't advise me of that anywhere on the order page). So ASOS signed me up for a magazine I didn't want as part of my order.

2. My next order was a coat and a sweater. The coat is made by ASOS. I like the style, but I can tell you their stuff is cheaply made. The coat, which is a stretchy cotton, is pilling all over, and I've only worn it about 4 times.

3. For my next order, I got a good price on shoes (not made by ASOS) and was excited to receive them. About a week after my order, ASOS contacted me and advised that the shoes were out of stock and they were refunding my money. This in spite of the fact that their website continued to show that the shoes were available in my size. Grrr.

4. My most recent misery was a pair of Shellys London shoes. It's my third pair. Shellys London is always 2 size differences between the UK size and the US size. I ordered a size US 7 (which was the only option. The ASOS website didn't ask what UK size I wanted). I received the shoes, but received a UK 4, and it's printed on the shoes that they are a US 6. That's when the fun began. I contacted ASOS and said I received the wrong size. Long story short, I sent and received about 8 emails, all from a different agent each time, and was told first that there was a "problem with the sizing" (don't understand that, since the shoes state right on them what size they are in US sizes) and I could return them. I said no, I wanted the shoes I ordered. Then the next agent said she was ordering a replacement. I kept writing back and asking for confirmation that they were sending a UK 5. Finally an agent wrote back and said the replacement order was a UK 4. You know. The wrong size that I'd already received. I wrote back and asked ASOS to cancel a replacement of a UK 4, since that's what I already had, and the next agent told me they could only order one replacement, and since the wrong size had been ordered, I would have to return the shoes and order again. Two problems with that: first, it was pretty clear that if I ordered my size again, they would keep sending me a size smaller, and second, I got the shoes on a special and they cost more now. No response. Asked twice for a supervisor to review all of the emails (you can't actually call ASOS - only write the nitwits at their email service). The first "reply" was just a return of my email, with nothing written by ASOS. I wrote again to ask for a supervisor to review all of the emails, and they've gone radio silent.

Seriously. ASOS is not worth it. It's like trying to communicate with a bunch of 13-year olds who've been drinking Red Bull all day.

Let me start off by saying that I love shopping through ASOS. ASOS have an excellent selection of clothes featuring a variety of brands, and I love looking through the newly added section. However, I can no longer tolerate the unnecessary charges to Canadians. On the regular, you are required to collect your parcel from Canada Post - you will be forced to pay taxes. If you have ordered a large amount, this number can quickly add up. While this is not the end of the world, and ASOS offers a 15% discount for Canadians, this is something that it not advertised. The real issue is that items will be randomly shipped through DHL, where you will be forced to pay big bucks. I recently made a purchase of $168, and one pair of jeans (by the brand Collusion-which I have ordered from before and was not shipped through DHL), was shipped through DHL for no reason, and they now want me to pay $31 on a $50 pair of jeans. For a last minute add to my order, this is very infuriating. I contacted ASOS and they simply stated that "this fee will be charged regardless of the price of your parcel and we cant control these charges as its mandated by your country..., its a good idea to contact your local customs office for current charges before you order, so you're not surprised by charges you weren't expecting." While I understand that packages may be shipped from another country and have charges, they are essentially blaming me for "not checking the customs office before ordering" which is impossible because they offer one shipping option - standard shipping, and they do not tell you which company they will be using. It is only after you have placed your order do you receive the lovely DHL charges, so there is no way you could prevent it. I also spoke to them about how we are now getting screwed over when we try to returns items. You used to be able to print your return slip and ship your items back through a courier of your choice- you would pay of course. However now they are forcing us to initiate returns through a program called Rebound - it forces you to pay $22 just to make the returns notice and prepaid label. This is per order and you cannot make a return slip without paying it. I asked them how this is fair, say if you had three packages with only one item to return from each package, you will be forced to pay $66 to return say, 2 pieces of jewelry and a swimsuit top. They had no answer and immediately reminded me of the15% discount they offer - because that surely covers all of these charges? I have ordered from plenty of US companies and UK companies and never gotten this many charges - at least the UK companies are upfront about the taxes and duties, usually adding it to your total before you pay. Many people are understandably shocked and angry because they are shopping on the ASOS Canadian website and ASOS is not upfront about these charges. This will be my last purchase unless they develop a better system for us.

Disgusting service!

Placed an order and recieved a text saying it has been delivered with the neighbour no 17.

Went to get them our neighbour seems to have never received them, after went through the help chat services and raised a request for enquiry. I waited for an answer but nothing for a week. I had to call asos customer service and then ASOS mention, it has been dropped in no 20 not 17? Checked with the neighbour again and they confirmed the same never got it'.

At this point, I did not knew what to do and advised Asos to have it collected from the same place wherever the driver has left it.

Hence, I thought everything would be resolved by now, but this morning recieved an email from ASOS,

"My name is Isobel, I'm one of the supervisors here working alongside Paul. He's not in over the weekends, so this has been passed to myself. Thanks for getting in touch, I hope you're well!

I've just been in touch with DPD and they have advised me that they have a signature match for someone with that name at number 20 from a couple of previous deliveries. As such, they have deemed this correctly delivered and we'll no longer be able to take this any further. From this point on, this would be a civil matter between yourselves and your neighbours. I appreciate this isn't the answer you were looking for, and for that I do apologise.

If there's anything else I can do for you, let me know and I'd love to help.
Best Wishes,

Isobel
ASOS Customer Care"

I do not understand if the neighbours are claiming they have not recieved it then, how can ASOS ask their customer to enquire something without evidence. The signature they are claiming has not been shared with me yet.

I just want my refund back as I never recieved the order I have placed them, is that too much too ask? If the driver delivers in the wrong place and cannot locate them, is that the customer problem. I feel like a Ping Pong ball chasing with neighbour 17,20, DPD anf Asos with no results. Disgusting really.

Dear ASOS,

I am writing this hoping that someone will see it and be able to help me as I find myself in the worst experience I have ever had with an online store.

I placed an order with ASOS on Monday March 19th and received it not long after that. After trying the different items within this order I decided to return some things.
When I went to return this order I had realised that the card I used to buy these items was stolen from me. Because that card was stolen from me I closed the bank account associated with that card. That bank account was closed on April 3rd. I notified your customer service team about this before returning these items and you assured me that it would not be an issue and that you would help me obtain my refund. Once the refund was "processed" you had informed me that the bank account that I had closed accepted the refund and that I needed to get in contact with that bank in order to receive my refund. I went into the bank and told them what you had said and ASOS told me that my bank account was indeed closed and that it was impossible for any funds to have gone into it. They double checked and confirmed that there was no refund. I replied back and told you this, you told me to go back to the bank and have them right a personal letter stating that my bank account was closed (this after I already gave you my closing bank statement). I went back to the bank and explained to them what you requested of me. They explained that they never do this and that I should only need a closing bank statement. After much discussion they finally gave me a personal letter stating that my bank account was indeed closed on April 3rd. I gave you this letter and you agreed to do a "one off" to refund me to my current bank account.

Fast forward to now. I decided to make a second return on that same order on April 26th. I wanted to avoid any sort of confusion & frustration on this second return as it was purchased on the same stolen card/bank account. To be safe I got in contact with your customer care team and asked them to help make sure that the refund didn't go to that old card (which i deleted off my account because you said it would solve issues). You promised me that if there were any issues that you would help me get my refund to my current bank account.

Sure enough, the same thing happened the second time as did the first. You replied to me saying that my old bank account had accepted my refund. Frustrated at this point I contacted you again and explained that this bank account was closed and it had been closed since April 3rd. Since that contact with you I have had 24 back and forth emails, 15 online chat sessions, DM's to your social media accounts, 2 calls from your team telling me to go back into the bank, gone back and forth to and from the bank having them write multiple letters telling you that they don't have my refund money and I am so far beyond frustrated. You constantly tell me to do something to prove that they don't have the money, then I do that and you still tell me that there is nothing you can do.

The simple reality is that I don't have my refund and you have made me go through so many loops over these last couple of months to try and obtain it. I have done everything that you have requested and it still isnt enough for you to give me my proper refund. WHEN WILL YOU GIVE ME MY REFUND? Please have someone who has common sense look at my case and organise my refund. I have tried to be nice but after months of this and over 50 forms of communication I am at the end of my rope.

I am severely disappointed in the way I have been treated and I am sure I am not the only one.

I have placed my order last Friday and as I was not in the country at this time and I have picked up a nominated day which was the following Tuesday to be delivered at my work address ( which I use most of the time for my orders with ASOS). On Tuesday morning I have received an email from *******@asos.com that ASOS were really sorry they were not able to send my order on the next day delivery service (this should not be on the next day service as they had plenty of time to dispatch since Friday), but to make sure I will get it they have put it on the later delivery service (which is evening delivery slot from 6pm to 10pm). Obviously I was not able to accept it as this is a business address and there is no one here at this time. When I came in the morning there were no card or anything to show me that a courier has been trying to deliver anything at all, but at the same time I had an email from *******@asos.com that the courier made an attempt to deliver last night, but there were no one to accept it. And this is where the nightmare started. I have emailed ASOS to make them aware about the whole situation and I had an email (18/11/2015)from customer service lady that they have arranged the courier to deliver between 9-5 pm on Thursday (19/11/15) to which I was quite relaxed about it. This morning 19/11/2015 I had another email that the courier tried to deliver last evening again and at this point I had enough and decided to email them again to ask why the courier tried to deliver last night if ASOS spoke to them and made them aware that there were no one in and it was arranged the parcel to be delivered on the next day within the business hours. I had a reply in a couple of hours that they spoke with the courier again and they said they will try to deliver between 9-5pm, but without any guarantees to which at the point I finally decided to call them and to find out what is going on. I just spoke with a lady call Karla and gave her again the whole history of my problem saying to her that I am paying for a Premier service and obviously not getting one to which she replied the nominated day is not part of the Premier service (hahaha can you believe this girl?)) Actually I am getting Free nominated day only because I pay for my Premier Service, but who am i to know better than her right. After all she works there and should know better than I do. Anyway she called the couriers for me again and they said to her that my order will be delivered between 9-5pm. I hardly doubt that, as so far the only thing I am getting is bad customer service, someone make decisions on my behalf for delivery options that I do not want, etc...
I have had a such a disappointing experience for a long time. ASOS You lost me after 10 years of being your customer! As soon as I get my order I will not even open it and I will send it right back.

One could probably gather from my Yelp reviews (20 five stars, 2 four stars, 1 three star, 1 two star, and 1 one star), that I typically write when I have exceptional experience with a business. I like to write reviews because it's my token of appreciation and high hopes it will help one gain more business. I rarely go on to write something negative because it's usually not worth my energy; Maybe someone painting my nails was just having an "off" day.

Anyways, I first ordered from ASOS two years ago. My order took much longer than anticipated, but I was inevitably happy because what I ordered was cute. So, speed up to 2015 and I decide, hey, why not order again? The company has grown and I am sure their service has improved.

NOPE. It got worse. Instead of coming late, it didn't come at all. I ordered my package on 7/22, and UPS said it was set to be delivered on 7/30. Funny thing is, is that it ended up in my hometown! And then sent back to the UK without any attempted delivery.

So this is why I am writing and why I am still infuriated. I went online to call customer service to figure out what the deal was. Well, ASOS doesn't have a customer service number.

Your options: Submit an email, TWEET them, or facebook them. Mind you I am a millennial, yet even I don't have an active facebook account. And Twitter? I haven't used since 2013.

I tried submitting a comment with their "email us" button (ASOS don't even have an email address you can directly send a note to) and of course it wouldn't send. So, I got onto Twitter to send them three, 140 character public messages because there was no other way for me to get in touch with them.

Let me repeat, I had to get on TWITTER and TWEET them I had an issue. They have a designated Twitter handle for customer service who@ me. They wanted me to "DM" them my order number. Do you know what that means? Exactly.

This is 2015 and I am all about leveraging social media, but really ASOS? I need to contact you via social media to try to figure out why I was charged three weeks ago, yet never received my package?

So you want me to use social media? Fine. I will happily blast your company so now all my connections can tell all their connections and their connections how much your company sucks.

But hey, at least your clothes are cute.

#usingsocialmedia

I've been ordering from ASOS for about a year and I've never had any complaints. I actually wrote a review here a few months ago about how amazing their website is, but now I feel really stupid for writing it. I placed my order with them on December 1st, when ASOS had a Cyber Monday sale. My order conformation came right away without a problem, like it always has. They sent me the order update saying that my package has been shipped on December 7th, which is normal, every time I've ordered with them, they've shipped it out exactly 7 days after I place my order and it ALWAYS comes on the expected delivery date, or a day or two before. They never give me a tracking number, which I found strange the first time I ordered, but it never was a problem because it would always come on the expected delivery date. The expected delivery day was December 16th. The 16th passes, no package. The next few days after that, no package or delivery notice. So I start getting worried. I call my local post office where I always receive my packages if I miss the mail man, they don't have it. I checked with my neighbour that has signed for my packages in the past, she doesn't have it. So I contact ASOS through their website and tell them that I have not received my order and ask them to give me a tracking number so I can try to locate the package myself. I also tell them I checked with the post office and anywhere else it may have been and it's nowhere. They send me an automated email right away that tells me to check with my neighbours or any "safe place the driver may have left your package" and that if the package did not get sent through a "trackable service" that there is no tracking number. I tell them again that I checked those places and there's still no package and ask them what I should do now. Then I get an email from an actual person, he tells me to again check with my neighbours and around my building, or just wait until December 25th to see if it comes, and that since the package was not sent through a "trackable service", they don't have a tracking number and they can't locate my package…… What? At least THEY should have a tracking number… they're telling me they just send out the parcels without any way to track them? They just send them off and hope that they get to the customer without a problem and if there IS a problem, there's no way for them to track it….? Sounds super fishy to me. So I call Canada Post customer service and I tell the lady there what happened. She tells me that she can't do anything for me without the tracking number and that there's no way that ASOS wouldn't have gotten a tracking number, every single parcel that is shipped by Canada Post has a tracking number…. She also tells me that until the parcel is in MY hands personally, the sender is responsible for it. I'm not sure why ASOS is saying that they don't have a tracking number…. It makes no sense. I don't know what kind of sh** is going on in their delivery services, maybe at the warehouse or their head office, I don't know… maybe they're just flat out lying to me about not having the tracking number… but whatever it is, it's completely unacceptable. I have a feeling they just don't care about their customers and as soon as the merchandise has left their warehouse, it's not their problem. Since I don't need the items I bought right away (I didn't buy them for Christmas or the holidays, thank god….) I will be waiting until December 25th to see if they arrive. If by the end of that day I don't have them, I will be asking them for a refund. Great way to spend my Christmas… So I hope that they come because apparently, according to a lot of these reviews, refunds with ASOS are a nightmare, but at least VISA is more helpful and if all else fails I will be going through them. Thanks ASOS, for not caring about your customers. It actually pains me to say that I will NEVER be shopping there again, it was my favourite place to buy clothes from and I had so many things in my "saved items" that I just won't buy, ever. Their selection and everything about their website was the best, but their customer service and fishy "no tracking number" policy has turned me completely off. They lost a loyal customer today.

ASOS will not refund your shipping costs for bad quality items, only for "damaged" items.
The support is unwilling to cooperate at all.
Here is the chat with their support:

Hi - you're through to ASOS. If you need it, your chat reference is #######.
This is a followup of issue [ASOS:########] One item from the order has been returned as defective. Here is the information about the return: Order No: 472427091 Return Order Date: 06/02/2020 Return Service: Parcel Shop ReBOUND Tracking No: 712024954 Payment Amount: 13.00 USD Note, that the refund has already been processed, the original order number the refund is issued for is 472427091 The question is: if it is possible to refund the 13 USD paid for the return shipping?
You're now chatting to Deborah
Hello John thanks for getting in touch, sorry you haven't received your refunds. Let me take a look
Give me a few minutes to check
Ok, thanks
Received
Ok I've checked the item is listed as poor quality, what was the defect and did you mark the return note as faulty?
By the defect i ment the poor quality. And i did get a refund for the item itself. What i am asking is if it is possible to refund the shipping cost of the return parcel, that i have paid for?
Received
For the return shipping i have paid 13 USD, i have a proof of shipping.
Received
We wouldn't be able to refund the shipping for a normal return
This is a return of a faulty, poor quality item. You do not refund the return shipping costs of the faulty items the you shipped?
Received
We refund for any faulty/damaged or incorrect item, not for an item classed as poor quality.
Ok, the item had some small bruises and small holes in it. I probably missclassified it as poor quality. It could be classified also as damaged. I can send the images of the damaged areas.
Received
So, if i send the proof of damage, will you be able to refund the return shipping costs as well?
Received
As the return was marked as 4a. Poor Quality, we are unable to refund any shipping costs
I've advised all I can, if you have nothing else, I will close the chat. Feel free to contact us from our help screens if you need any other further help.
Ok, all i can say is very poor management by you. As "poor quality" and "damaged" items are very subjective terms.
Received
You're now chatting to Georgia
And your unwilinness the look futher into the details...

I placed on order with this company on 3/2/17. At the time the had a discount with unidays offering 20% off instead of the usual 10%. I place my order and the discount somehow did not calculate properly so I contact their customer service immediately through chat. I was told it wasn't a problem and I would be refunded 16.90. I was fine with that. About an hour goes by I get an email stating the refund was processed and I would see it in 5-10 days. Time goes by about a week I contact customer service again stating I have yet to receive the refund I am then told oh we don't offer refunds you received the correct discount. I then showed proof of the original conversation and the email stating I was entitled to 16.90. And this was done after dealing with several reps because every time I would respond a different rep seemed to get my emails that alone made me angry. So one of the reps tells me my refund was sent to my credit card manually. So a red flag goes up I paid with PayPal how can you bypass PayPal and refund it to my card I did not have one on file with them! I asked the rep that very question and was told it can be done and to wait the full 10 days. So on 3/15/17 I contacted customer service again because I still have no refund and once again I have to deal with several reps before getting a concrete answer. I am then told by one of the rudest reps there it hasn't been 10 days only 9. Now I know I can count and I insist it has been sinnce this started in 3/1. He in turn says ASOS are counting from 3/2 and the 10th day is 3/16. He also requested I send my bank statement me for that time period to show I did not get the refund which I thought was odd but I complied. Once I sent proof I was then emailed again oh you have to wait til after 3/16 and if it still isn't there to contact them again. At this point I'm pissed all this over 16.90 but I was determined to follow this through it has now become about the principle. I then open a transaction error cause with PayPal explaining what's going on just seeking further assistance in this matter. So I go ahead and wait til 3/17/17 and contact asos customer service again. Before doing so I attempted to log into my account and I get an error message you account has been blocked of course I am now confused. Why would I account be blocked? I contact customer service through chat and the rep tells me I see it's blocked but I have to have another rep contact you. I asked well can you at least tell my why the account it blocked? The rep says no. I then contact customer service through email on the same email thread I had been using asking about the refund and the account block. I get and email back stating they are looking into it and that I dont need to send anymore emails. So fast forward to today 3/19/17. I get an email saying the account was closed because I opened the case with PayPal stating fraud and PayPal determined it was fraud and the company took a financial loss because of this. Any orders I place in the future will automatically be canceled with no notice, WTF? Now I'm livid I check PayPal and the have not determined fraud and have not made a final decision. I was not given a refund for the 16.90 and instead of asos figuring out what was going on they just decided to block me from future purchase. I have never been so disgusted with a company in my life. All this over 16.90. So recap I still don't have the refund, my asos account is blocked and I am no long allowed to make purchases. Horrific, terrible and most unprofessional company every I would recommend no one ever shop with them again if they can be this petty over 16.90 imagine what they would do over a higher dollar amount.

First I must state that I personally have never ordered from Asos.com. Originally i saw reviews on YT about this website and believe it or not I heard nothing but wonderful things! I'm now realizing I can't trust these YT channels that I follow that claimed this company was legit etc. (I guess the truth comes out after all. ASOS must were either sent free items to review them or it was some type of PR in return a positive feedback/review) I took a look on their site since I have a huge bridal party coming up and I was set out to buy not only my honeymoon clothes from this site but also purchase $100 worth of clothing for each of my girls (bridesmaids) as a extra thank you for everything they have done to make my wedding so extra special. Anyway, needless to say I was set out to spend well over 1k on clothing from this website as well as send multiple new people to their site as well. After seeing (I can't thank each of you enough for your honest reviews and feedback on this rachet online Asian Co.) all these newer reviews and yes there are alot of them (BAD/neg 1 star) this saved me so much money and time/effort. They are not smart, if so don't they realize that the word is going to get out about their horrendous customer service etc.and in the long run they are going to loose so much business. By stealing people's money all the way to not giving refunds, it will only last so long until they are out of business! I have a team of lawyers (yes for something as simple as a clothing website screwing people out of their money etc. Lol. They have saved my behind so much money and headaches which Companies have been shocked when they receive calls/letters from an actual attorney on my behalf. Typically what happens is, say a co. Like this was screwing you over and your not getting anywhere with them and so on. You become angry and frustrated and say, My lawyer touch with you! These Co. Who $#*! people over continuously hear that all the time I'm sure. They think or assume that that person doesn't/isn't going to hire a lawyer for something lIke that. Little do they know, when you have lawyers with the service I have "its absolutely the best thing I could ever recommend to anyone" defending you and DO actually go after these type of companies even something that may sound so petty. Finally, I'm just glad I didn't have to go through all that to save time and effort knowing all this in advance thanks to all of you who reviewed this Co. Ps. I never have mentioned this to anyone online let alone in a review lol but if anyone is ever interested in learning more about the Co I mentioned that defends me with stuff like this plus MUCHHH more I don't mind helping anyone out! It's the best thing I have ever done honestly! It's saved my butt many times on many different situations. I pay $38 bucks a mo which in my eyes the best 38 bucks I could ever spend lol. Thanks again everyone!
Shannonmiles1Gmail

I PLACED AN ORDER ON 11.08.2017 FOR NEXT DAY DELIVERY AND TO THIS DAY I'VE YET TO RECEIVED THE ITEMS THAT I PURCHASED. I GOT A MESSAGE FROM THE DELIVERY COMPANY SAYING IT WILL BE DELIVERED ON 13.08.2018 BUT NO INFORMATION FROM ASOS AS TO WHY THERE IS A DELAY. A FEW HOURS LATER, AFTER I'VE SELECTED MY DELIVERY TIME SLOT ASOS SENT OUT A STANDARD MESSAGE SAYING THERE IS A DELAY AND OFFERING COMPENSATION TO CUSTOMERS WHO PAID FOR THE DELIVERY EXCLUDING THE PREMIUM CUSTOMERS, SO I SENT AND EMAIL ABOUT THIS BUT NEVER GOT A RESPONSE. CONTACTED SOMEONE ON THEIR CHAT SERVICE ABOUT THIS ISSUE ON THE DAY OF THE DELIVERY AS THE DELIVERY TIME SLOT HAD PAST AND I STILL HAVE NOT GOTTEN MY ITEMS AND I WAS PROVIDED WITH THE MOST UNPROFESSIONAL PERSON NAMED TAYYIBAH WHO WOULD NOT HELP ME AND INSTEAD QUOTED ME THE TERMS OF CONDITION AND THEN ABRUPTLY ENDED THE CHAT TELLING ME SHE CANT HELP ME ANYMORE. AS IT WAS A SUNDAY I COULD NOT SPEAK TO ANYONE OVER THE PHONE SO I DECIDED TO CALL ON THE MONDAY AND SPOKE TO HANNAH WHO WAS REALLY SWEET AND HELPFUL AND TRIED TO HELP ME WITH THE ISSUE. SHE TOLD ME A THE END OF OUR CALL THAT SHE WOULD SEND A CONFIRMATION EMAIL BUT I NEVER GOT THIS. I CHASED THIS UP THROUGH THE FACEBOOK MESSENGER SERVICE AND SPOKE WITH SEVERAL PEOPLE BUT NONE OF THEM HELPED. I JUST WAITED FOR THE DELIVERY TUESDAY AND WEDNESDAY IN THE HOPES THAT IT WILL TURN UP BUT AGAIN NOTHING SO THURSDAY MORNING I DECIDED TO CALL DPD THE DELIVERY COMPANY, AND TO MY SURPRISE THE PACKAGE WAS MARKED LOST. THE GIRL I SPOKE WITH INFORMED ME THAT IT WAS SCANNED INTO THEIR SYSTEM BUT NO FURTHER INFORMATION HAS THEN BEEN PUT IN SINCE THEN. SO IN A VERY INFURIATED STATE I CALLED ASOS SPOKE TO A RUDE GUY NAMED ROSS WHO TOLD ME THERE SYSTEM IS DOWN SO HE CAN'T HELP AND I JUST HAVE TO CALL BACK LATER, AS YOU CAN IMAGINE THAT MADE ME EVEN MORE ANGRY. HE SHOULD HAVE AT LEAST OFFERED TO TAKE DOWN MY NUMBER AND CALLED ME BACK ONCE THEIR SYSTEM ISSUE WAS FIXED BUT INSTEAD HE HUNG UP ON ME. I CALLED BACK RIGHT AWAY AND SPOKE WITH A GIRL NAMED TAMALA, AND MIRACULOUSLY THERE SYSTEM WAS BACK UP AND SHE COULD NOW HELP. I EXPLAINED TO HER WHAT THE ISSUE AND SHE TRIED TO HELP AND PROMISED THAT I WOULD GET A REPLACEMENT FOR THE ITEMS THAT I ORDERED THAT IS NOW LOST AND ALSO GET A MANAGER TO CALL ME BACK. I SAID TO HER THAT I WANT THE MANAGER TO CALL ME BACK IN A FEW HOURS AND THAT SHE WOULD SEND ME A CONFIRMATION EMAIL AND AGAIN LIKE THE LAST TIME I NEVER GOT THE EMAIL AND THE CALL BACK FROM A MANAGER NEVER HAPPENED. TO ADD INSULT TO THE INJURY AN ITEM THAT I SENT BACK TO BE REPLACED FOR A DIFFERENT SIZE ON SATURDAY ARRIVED WHILE I WAS ON THE PHONE TO TAMALA, SO THIS JUST ADDED FUEL TO THE FLAME. I DECIDED TO CALLED BACK AFTER NOT HEARING FROM A MANAGER AND SPOKE TO MARY WHO WAS REALLY RUDE AND VERY CONDESCENDING AND REFUSES TO PUT ME THROUGH TO A MANAGER AND SAID THEY HAVE PROCESS AND THAT I'VE TOLD THIS ALREADY SO SHOULD JUST WAIT. I CALLED THE HEAD OFFICE TO SEE IF I CAN SPEAK TO SOMEONE IN CHARGE OF THE CS TEAM BUT AGAIN NO ONE CAN SPEAK TO ME AND WAS REDIRECTED BY THEIR RECEPTIONIST TO CALL THE CS TEAM. I CALLED THE CS TEAM YET ANOTHER TIME AND THIS TIME SPOKE WITH ROB WHO WAS VERYS SWEET AND TRIED TO HELP COME TO A RESOLUTION, I REALLY THOUGHT THAT IT WAS RESOLVED BUT STILL LEFT ME VERY DISAPPOINTED. TODAY, I GET MESSAGE FROM A GIRL NAMED TASHA THROUGH THEIR FACEBOOK MESSENGER NOT EVEN VIA EMAIL TO SAY THEY TRIED TO REPLACE THE ITEMS BUT ITS OUT OF STOCK SO THEY ARE JUST GOING TO REFUND ME THE MONEY BUT STILL SEND ME THE ITEM THAT IS OUT OF STOCK, I SHOULD HAVE AT LEAST BEEN GIVEN THE OPTION TO CHOOSE TO GET A DIFFERENT SIZE CONSIDERING IVE MENTIONED ON TWO OCCASIONS THAT I WILL BE WEARING IT FOR LONDON FASHION WEEK BUT NO THERE WAS NONE OF THAT. I CALLED TO SEE IF IT WAS POSSIBLE TO JUST GET A DIFFERENT SIZE BUT WAS TOLD NO THEY ARE PRETTY BLACK AND WHITE WITH REPLACEMENTS AND THAT THEY CANT DO ANYTHING FOR ME ANYMORE. I AM STILL VERY DISAPPOINTED AND DEFINITELY QUESTIONS WHETHER I SHOULD REMAIN A CUSTOMER.

To Whom It May Concern,

I am absolutely horrified at the customer service I received today. I would like to note that I have previously ordered from ASOS and had a good experience but I will never order from this company again and here is why:

I ordered about $300 worth of merchandise on 9/7/2020. Because I have had problems with other companies in the past regarding multiple addresses on my profile, I made sure to put my current address as the delivery address. I double-checked that it was correct. Two days later, I received a confirmation of the order (9/11/2020) and I admit, didn't notice that day that the delivery address was an old address of mine (I was literally at a funeral). I was absolutely baffled how that could happen when I knew I put my current address down. But, not to worry as I looked on my profile and realized the delivery hadn't even been dispatched and wouldn't arrive until the "expected arrival" date of 9/17/2020. I thought - plenty of time! Today (9/12/2020), I started to look online for a phone number where I could speak with a representative to simply update my address. Alas, there are no numbers for ASOS listed so, instead of being able to talk to anyone, I followed the instructions on the ASOS website to email and tweet to the ASOS help lines.

Over a direct message on twitter I was asked to provide details such as order number, birthdate, name, etc and someone would be happy to help me. I felt relieved and less annoyed that I couldn't speak to someone on the phone. That was until someone wrote back the following:

Hi Jennifer, thanks for getting in touch. I regret to hear, that you've chosen a wrong address. We unfortunately can not change any order details in already placed one. You'll need to collect your order from chose by you address, so:
Jennifer ***

United States if you have any questions in meanwhile please ask them. I wish you a wonderful day!

1. I did not put the wrong address - somehow the system had a glitch and picked a wrong one on my profile
2. You're blaming the customer and providing absolutely no resolution. At. All.

I then asked to have my order canceled because I don't have access to my old address nor is that the type of service I would expect from a company that I spend my money on.

The next message from ASOS reads:

Hey Jennifer, we can't cancel your order as customers can only cancel their orders within 1 hour of being placed. You can see this here . We can only advise that you collect the order from the following address
You could try contacting FedEX one it has been dispatched and ask them to return the parcel to us and we will refund you once it reaches the warehouse however we can't contact them on your behalf due to privacy laws.
We are sorry we couldn't provide more assistance!

I'm honestly just speechless with this whole interaction. Privacy laws? You just asked for my birthday over twitter. What is the point of having a company if this is how your customers are treated? This is completely unacceptable. If you're unable to function normally based on COVID, okay, I understand not having agents available. With that said, how I've been treated over a package that HAD NOT EVEN BEEN DISPATCHED (or close to it) is reprehensible. I should have a package coming to my doorstep or my order cancelled. Either of those options would have resolved this.

I have filed a dispute with my CC company because I will not be paying for a package of merchandise that was erroneously signed to a wrong address, didn't have a system to correct my address or cancel it, and then charged my card anyway - oh and telling me to "call FEDEX". That's not a business. That is a scam. If these are the "processes" of your company, does it make it any better that you have it written on your website? Do you think any of these rules/regulations really benefit any customer? ASOS don't. They make you feel like your money doesn't matter. $300 is a lot of money for lots of people, especially at this time.

I am beyond disappointed that I chose ASOS as my first shopping experience during Covid. I would hope that in this age of trying to reconnect with humanity that ASOS does some serious reorganizing of its core competencies.

Shame on you.

I have ordered my first parcel from ASOS in June with the next day delivery (Friday) to my house in Swindon as I had an important day to come.

In the evening of the promised arrival day I have received a message that the item is going to be delayed and will arrive next day (Saturday). On Saturday morning at 6 am the tracking order notified me that my package arrived to Swindon. Later, I have received a message saying that the item will be delivered from 16 until 17 pm. However, that afternoon I had to travel to the different town (with my items!) so I wouldn't be able to wait for the delivery. Therefore, I went online and chose "self pick-up" option, hoping that I would be able to pick it up myself on my way. The online service gave me an option of two nearest places but didn't notify me about the time for the possible collection until I pressed the button. After I did it, the website informed me that the earliest time for pick up will be Monday afternoon!

So I have tried to ring your hotline number, waiting for someone to talk to me for 20 minutes! When I finally came through, the girl on the phone said that she can't cancel my "pick up" option and asked if I really don't have anything to wear from my wardrobe. (Seriously?)

On Monday afternoon I had to ask my boss to have an hour break so I could drive and collect the parcel. The website of the pick-up point said that place will be shut for a break from 13:15 until 14:15 However, when I arrived at 13:03 it was already shut! To my luck, the gentleman who worked there was kind enough to open the shop and serve me.

I can't describe my frustration when I found that both of the items in the package looked completely different to the picture! Oh well, I didn't need them anymore anyway as I ordered them for Saturday! So I decided to return the parcel... After the refund was received I though that the nightmare was over... Until I received a phone bill of £35 pounds! I had never seen or heard a notification of paid calls when I rang you! Also, I have to say that my whole order was only £30 and I have spent around £10 for petrol trying to chase after the parcel which was supposed to be delivered to my doorstep!

The whole experience was a joke. Not sure if I want to use your service again.

The first time I ordered from ASOS, the package did not arrive within the stated 2 weeks. When I contacted them, ASOS said I need to check with my post office as it must be a missed delivery. I went and checked with the post office & there was no delivery. 3 weeks + later I get an email from ASOS that my refund has been processed. I contacted them again to check why it has been refunded when it didn't even reach me. They were rude, unhelpful, and insisted that "you should check your mailbox for missed delivery, we can't help you if you don't collect your items". This was after I told them that I didn't get any missed delivery notice and I went and checked at the post office. Next he blamed singpost saying if they forgot to put missed delivery notice, we can't help you. After screaming and insisting his boss talks to me, someone replied 2 days later that the box they sent was damaged and rejected by the postal services. In the meantime, I requested them to not cancel my order and resend the items, as I spent quite some time browsing and selecting the items - they said we don't redeliver, as we do not check the reason for return (they don't even check whether the return is from postal rejection or because of customer return / non-collection!), and readily blame the customer in a very rude and unfriendly "you're wasting my time" manner. Needless to say 3weeks + later, the items I had selected were not available anymore in my size, and I couldn't reorder - they didn't apologise, or acknowledge a slip up in the way this whole case was handled.

I decided never to order from ASOS again, but relaxed on my principals after seeing a 30% off promotion on my inbox :( Once again after 2 weeks, I still didn't receive my items. This time, I couldn't be bothered, and thought I will not waste time on customer service, if it gets returned and refunded, so be it. But then I receive an email from ASOS after 2 weeks saying, they were late in sending the items, so are now sending by express service. Any additional charges that I have to bear due to express service will be refunded to me. After a week, I got my items and the delivery guy asked for 50$ (showing me the receipt) - I paid him, recalling ASOS's email. 1 - 2 weeks later, I am still fighting to get the 50$ reimbursed; 2 - Some of the dresses were god-awful, didn't look anything like pictures, and it's just unimaginable anyone would wear them (were made of some spungy material with holes in them and were flaring up to the extent that would put 1800s dresses to shame); 3 - The return from Singapore to UK cost a fortune (this is on me, should have checked); 4 - have just received a refund email from them, they're refusing to acknowledge that the returns slip was within & are missing a couple of items from the refund, I am dreading to have this conversation with them because going by the past 2 conversations, this will takes weeks of frustration with possibly negative results.

In short PLEASE DON'T ORDER FROM ASOS. They will suck the time and money out of you. The worst online shopping experience... wait. The worst shopping experience I have ever had! I have wasted precious hours dealing with their absolutely rude customer service, and not to talk about the $$ spent receiving the items, sending the items, and not getting refunded properly for the returned items.

I contacted ASOS about my package being shipped to the wrong address the second I received the email that my product was being shipped. I went through fedex before I ever contacted ASOS since ASOS were in charge of shipping. Due to the secure shipping method ASOS chose, I was told by fedex to contact the shipper and that they in fact could change the delivery. After sending an email to ASOS and getting an automated response I already knew they didn't care and weren't going to do anything about it, but I went ahead and tried anyways. I managed to find a live chat for assistance where I talked to an ASOS employee named John. He seemed as though he was going to be helpful and get things squared away only to send me an email later that looked like it was meant to be sent to another employee at ASOS telling me to change the address of the delivery and update him. How was I supposed to do this you ask? I have no idea since I had no control over the shipping. My product was in fact delivered to the wrong address over two hours away from where I tried to change the address to and left at the door. Mind you I had the correct address on my Apple Pay which every other place I've ever ordered from online uses. I was also never given a chance to see the address it was being shipped to until it was shipped. This time frame put it outside of the window to cancel my order and replace it.

The take away, by absolutely no means can you count on their customer care. They do not care about their customers, they just want their money.

Update: ASOS still refused to help even after explaining my situation. I asked for a refund and they told me I had to go check for my order which was delivered more than two hours away, before I could request a refund. I explained it's going to be more expensive in gas to go check for an order that's probably no longer there, than the order cost in the first place. The lady I was dealing with, Lea just kept apologizing, but doing nothing about the situation. She told me I had to check if my package was there before I could request a refund. "I then said it's not there what's the next step?" Implying I wanted a refund. I also explained it had been delivered hours ago and these so called customer care workers literally ended the chat while I was asking for help.

Take Away: support literally any other business. These customer care employees do not deserve the pay the are receiving for the little effort it takes to be decent to a customer that has been screwed over since they refuse to do their jobs and take care of the customers. It's pretty disgusting to see.

I ordered a pair of men's shoes for my son on black friday with an estimated delivery of approx. 5 business days. I received a notice that due to an airport delay, it would arrive about 3 days later. The item i ordered was for Christmas, so it wasn't too big a deal. When the item arrived, the shoes were damage (scratched) and dented. I took photos of the item and started a chat with them because you can NEVER speak with a person. There is no phone number you can call to actually speak to a person! So ASOS said they would send me out the correct pair and i could pay myself to return them and at some point would reimburse me for the shipping, What? Just send me a return label! I am not going out of pocket to return your damaged item. So when the other shoe arrived, it was totally the wrong shoe. It didn't even look like the shoe i ordered! Of course, i had to go back on chat and tell them of the situation. I also took photos of the wrong shoe for them to review. Now by this time its crunch time for christmas, so they told me there was nothing more they can do for me except to refund me the amount of the original purchase. So i politely asked (on chat) what about the shoe i need for Christmas, are you going to send me the correct undamaged shoe that i have been waiting on? I told them i would gladly return the ones they sent. I was instructed that i would have to pay again for the shoe i had already paid for and they would refund me once they receive the damaged one back. Wait, so i am paying twice and i still don't have what i ordered and of course they said it would not arrive in time for Christmas because yeah, you guys don't know how to process orders properly! Needless to say, i am putting these back in the mail and i told my son i would NEVER order anything else from this vile company. I only gave it one star because i couldn't give it a zero. Please keep your money from this scam company with no customer service! VERY ANGRY CUSTOMER!

Okay so I ordered a co-ord blazer and pants set that looked amazing on the site. I wasn't sure which size would fit me, so after ordering the blazer and the pants on May 29th in size 4, I decided on May 30th to order the same blazer and pants in size 6 so that I could keep the one that fit me the best and return the other. I was supposed to receive these orders on June 19th and 23rd, but I received nothing. I wanted to wear this suit for an event on July 6th, so I contacted Asos customer care on Messenger to ask them what was up with my orders. I've been told the same story, that I should contact my local post carrier, check with my neighbours and allow another month for my orders to arrive as ASOS might be delays in my area. In my area there is Fedex, UPS, Canada Post and DHL as carriers, so I did not even know which one to contact first as I did not receive any tracking information. And none of these carriers could help me without a tracking number. I ordered several items from China afterwards and received them in time without any issue, so I dont think there was any delays in my area but anyways. I ended up never getting my orders and had to get another outfit for my event (though I made sure to order my clothes more than a month before). I have ordered once from Asos back in 2017 and there was no problem like this. I don't know what has been up with them in the past few months as like I see, many customers have issues with items not being delivered to them. I hope Asos get it together soon, but as for me I would not recommend it... At least not for now.

I'm giving two stars because my refund was pretty fast at least, which I appreciate. I've been told by an agent named Paul that if I do not get anything by July 19th, I should contact them again to get a refund. I did exactly just that and got in contact with Amber via the Asos live chat. She was pretty helpful and my refund has been processed the day after. So thank you Asos for that, but I think you guys should really take care of issues regarding deliveries, as this is not normal. And you should start tracking ALL your parcels, even the ones shipped via the international free shipping option to avoid people like me not receiving their stuff and not knowing what's happening to them.

I have been shopping from ASOS for just over a year now. I find the clothes are pretty good quality. I think ASOS are slightly overpriced, although, you can find a few good deals here and there. I find that they are right on trend, which is hard to find where I live.
I hate their shipping though. If I get the expedited delivery then my order tends to come right on the expected delivery date, or even before the expected delivery date. I have to pay quite a bit for duty though. The real problem, I find, is with their regular shipping. I have yet to receive any package by the expected delivery date. They also don't give you a tracking number so you have no idea where your package is or when it will arrive. I've asked about this before and I was told that there is no tracking number provided, which is why I don't get a tracking number for my packages. I know for a fact that Canada post gives out tracking numbers to anyone that uses them to ship, which is who ASOS uses, so I can't understand why I wouldn't receive a tracking number.

Just recently, I had ordered 2 packages, one on Black Friday, and another on Cyber Monday. I had waited well over a week for both packages to arrive (one of which, still has not). When I e-mailed customer service about this problem, I received an automated message telling me to check in safe spots where the delivery man may have left my package or with my neighbors who may have accepted the package. I did both, way before I received that e-mail so I replied to that email stating that it had been over a week for both packages and then someone who works in their customer service replied telling me that they will be sending out a replacement package for one of my orders. I won't be charged for this order as I have already paid for the previous one and it never came. Well that's great and all but that means that now I have to wait even longer for my package to arrive. It's now going into the Christmas and New Years holidays so I wont be receiving my replacement package for well over a month now. It's just aggravating. I shouldn't have to wait 2 months for a package to arrive. Maybe if they gave out the tracking numbers then this could be avoided. Not to mention that park of my order is no longer available so I won't be receiving that. I am not happy with my last few interactions with ASOS. The next time I order something from them will be something that I know I can't find elsewhere.

Idk where to begin, i used to order a bunch from them for the last couple of years. But my last experience was a nightmare, usually customer service is very nice and helpful, like this one time when a fedex driver has stolen/lost my package i quickly contacted them as well as fedex and got my full money back. The fact that ASOS use fedex to deliver packages thats already kinda of a let down but im here to talk about my last experience and idk if im going to buy from them from the time being. I bought a shorts denim jeans that was for sale for 27$ i bought it and was patiently waiting for the item. When the item arrived i received a sweater instead, i did not open the sealed bag that it came in and sent it back with a label that asos provided me with. The wearhouse received the return package 2 days after i sent it out, so according to Asos return policy i should be getting my money back as soon as they get the return merchandise, right? Well no! Ive sent a email to them about my refund and they told me to wait 10 days to process a return (like what the hell do guys need to process for a mistake you made?). So 10 days pass by and i contacted again asking about my refund, and they told me to wait till the end of the day and if i dont received a email contact them right away, and guess what, they didnt reply to my emails since and immediately put my requests as resolved, like what the actual fuqqq?! Those guys are thieves and whoever is taking care of the returns overthere should be fired! Those fake reviews on Trustpilot are full of crap! Listen to the negative reviews to see actual customers. In the end i contacted paypal and escalated my case, for 27$ this company really gives hard time, i dont want to imagine what its like for people who spent 100's of dollars/GBP on their site and wish to place a return. But hey i could say 1 thing possitive about them, thats why its a 2/5 and not a 1/5 star review, they have a lot of deals and very good products, brands, prices and site is very well done! Shipping is on time and sizes are on spot. But in the end i dont think ill pass on them because they are kinda like uber, they monopolized the entire fashion online marketing (till jeff bezos will come up with something besides amazon wardrobe). This is a very long review and my last experience was terrible, i still have stuff on the way to me but after that im just going to pull the brake on Asos for a while. I hope the company reads this (im pretty sure they wont because they are massive and dont give a damn) But if not, well its awful to be their customer and to wait 30 days from paypal to get my money back.

So I actually really do like asos. But I have to take points away based on the story I'm about to tell you.
Mostly what I buy from asos is shoes, and they're all great. The shoe sizing is consistent. Quality is great, shipping is great all of that.
However the clothing sizing is super inconsistent. I don't often buy clothing from them so I only recently discovered this problem.
Two years ago I ordered a winter jacket in a uk 26 (oversized to wear sweaters underneath it easily) and it was very nice, true to size based off not only they're size chart but my measurements as well.
Last week i came across this dress:
https://www.asos.com/asos-curve/asos-design-curve-denim-wrap-dress-with-frill-de...⇄ />
Super cute and on sale? Sign me up. The only downside was it was only available in a uk 28. That's okay with me because I know how to alter clothing and make it smaller to fit me. Based off my measurements and the size chart his dress should have been three to four sizes too big on me.
I bought it, it arrived
I tried it on and it's basically my size. That's a huge inconsistency!
Both items I talk about here were the ASOS brand. I messaged ASOS about this issue and ASOS replied with something like "oh so sorry if you don't like it you can return it. Sizes vary between brands". Like no? They're the same brand. Lucky for me the dress fits and it's very cute the quality is super nice but that's not my point!
If someone shopping on asos curve bases their purchase on their measurements (which is really how you should shop online) and received something four sizes too small for them but labeled as a uk 28 that would be super dissapointing and confusing.
Asos, if you want to cater to people inclusively you have to act like it.
My reccomendations:
-reviews on each product page from people who actually buy the items (even fashion nova has this come on now)
-customer service needs to actually try a little bit to respond to what customers actually tell them. Not have some cut and dry "one size fits all" response ready
-an updated more consistent size chart! If each brand needs to have its own size chart so be it. Modcloth has a feature similar to this. It can be done.

I really feel like with the prices on asos we should be able to expect more quality service and that we are actually getting the sizes we buy.

Thank you for coming to my tedtalk lol

I've been using asos for 2 years and never had a problem with 2 day shipping or returns.

But this month i bought more than usual to try on and returned most of it the next day asap. I still haven't received all my refunds/return confirmations yet and its been 2 weeks. I got some refund confirmations and not others that i returned on the same day too. Or got refunds with returns i sent out later than others by a few days. It seems ASOS are favoring refunding single return packages faster than the bulk ones. Which is where all my purchase is and why my credit is still so high. There really is no order by return date but seems by size. Shameful.

They also sent my packages out this month like 5 days later or my last package still not sent - over a week now - more than the 2 day shipping time frame.

I had 2 packages that didnt have a proper return label barcode to dropoff / 1 package missing a return note. So that added an extra 2 days to return because i had to print them out.

I now have to stress about my credit card bill thats due tomorrow and pay late fees. Possibly affect my credit score. Till asos confirms my returns. + 5-10 days till my credit card finalizes it.

Left me a little sour now. Unacceptable this has been happening for a month (from my experience) now.

The delayed shipping and delayed return refunds really screwed me over.

Update: they just sent my last package out. I assume 1.5 weeks over the 2 day shipping. Still waiting on my refunds. Ive never missed a credit card payment but i will tomorrow because of asos. :(. I also dug myself a hole buying 3k worth of stuff that i can't borrow from others to temporarily pay my bills till refunded. Sigh.

I love buying from asos but this experience really is screwing me over. And looking at the other reviews im not alone. I want to buy and try on more dresses from asos (planning a wedding on a budget), but i dont know if i can trust them and must tread more carefully next time - not charge so much and expect the same sh*t situation. They really need to make up for not operating at peak efficiency to gain more trust. But so far nothing. No discount code for those effected. Nothing. Shameful.

HONEST SHORT REVIEW: Don't ever buy from ASOS. Period. (Continue below if you want to know my full experience.)

HONEST DETAILED REVIEW: From all the reviews I've read, it seems like my shipment was a bit of a unicorn. All the items I received were brand new and the correct size. However, like other reviewers from Canada, I was already a bit irked that I was not notified before purchasing my items that I'd have to pay customs fees. I paid around $20+ which wasn't bad considering the 10% discount as a first time order. Turns out you have to dig around their website and FAQ's to find out that you "may have to pay extra postage fees" and that ASOS had a special "Canadian discount code" to help make up for it. I let it go and proceeded to unwrap my items.

For context, I've been hunting for a decently priced 100% cotton sweatshirt for ages and was pleased to find it on sale on ASOS so I was very excited. When I was about to cut off the tag, I realized that it was not 100% cotton (see picture attached). Now, I'm not one to complain about small details, however, in this pandemic, I could've saved some money by not ordering it in the first place if I'd known that it wasn't 100% cotton so I decided to talk to customer service.

The first customer service rep said, to paraphrase, "Please dispose of the faulty item in an environmentally friendly way and we'll refund you." I would've been a happy customer if it was left at that. The following morning, I get an email from another customer rep saying, again paraphrasing, "You must return the item and we'll look into refunding you the postage fees." I thought, "No way am I paying more for a mistake your company made." So, since they didn't want me to respond via email, I hopped on their live chat on their website. I typed in my order number and signed on multiple times - no response. I emailed them since they got back to me within 24 hours previously, again - no response. I tried again the next day via chat, same thing - no response. So, on a hunch, I tried using a different email and left out my order number - I was connected with a rep right away.

The rep tried to tell me that it was actually 95% cotton, 5% elastane. I wish I had a screenshot of when I had originally bought it when it said 100% organic cotton but my guess is they got their hand caught in the cookie jar, pulled it from their site, and then changed it to push the product again. I had even checked the clothing brand's original website to confirm that it was indeed the same material composition and not a mislabel (see picture of label and screenshot from Monki website attached). When I provided proof for them of the inaccuracy in advertising, they proceeded to give me a copy and paste answer of their return policy and told me to return it. When asked how I could ensure that I would be reimbursed for both the item and postage fees, they merely gave me the chat reference number. When asked how I would be reimbursed and if there was any guarantee, confirmation, or number that I could call, if I had any issues getting reimbursed - they responded, "I'm truly sorry, but no." After my experience, no way was I risking spending more money and getting nothing out of it. I will say though, that all the customer reps I talked to were at least polite.

So, I realize I am very lucky from what I've read of all these reviews. This company, which has been sponsored and peddled by influencers, YouTubers, and online publications, is made to seem as a trustworthy company. But after my experience and being horrified by the infinitely worse stories that I've read from these reviews, I feel no regret in saying that I wish I could do more to prevent people from buying from ASOS but this lengthy review and word of mouth is my only available option to keep others from having a terrible experience. I will absolutely not be a return customer.

If only there were no stars, Asos do not deserve a star. This company took a U turn and became the most feared retailer. I had such an unprofessional misleading misinforming customer service ever in my life that I have never experienced before, I do not know where to start.

I bought from a pair of shoes for £130 from Asos for my son, not like cheap value shoes, lasted only a few weeks. Glue attaching the sole to the body of shoes came lose letting the water in. Contacted the Asos customer service who apologised and told me that I would be refunded on their return and provided me with a free return label. I said I needed to replace them asap as I had only one pair of school shoes. He advised me to order new ones and return them whenever is possible adding that Christmas refund window would not apply to me since the shoes were defective. So I order new pair of school shoes straight away and returned the shoes that not fit for purpose. When I returned the shoes back to them on their instructions, I got a very impolite, unprofessional email with terrible grammar and spelling mistakes and no punctuality being used whatsoever, as if an unsupervised 7 year old had written, saying that shoes had accessive wear and that ASOS had posted the pair back to me. I contacted them and repeated that they had only been bought two months ago which was still within and in compliance with their extended Christmas return policy, worn a few weeks to and from school, my son couldn't have had the time to over wear them. I also told them that I had already been promised to be refunded due to being defected and that they should honour their promise. I also phoned them: one customer adviser (or rather non-adviser) hanged up on me when I confronted him; the other promised that manager will call me which they have never materialised; another told me it's their warehouse's decision who, apparently does not communicate with the customer service who instructed me to return the shoes for a refund; another representative told me that she feels sorry for me and can see how wrong of them to say shoes have excessive wear instead of admitting its inferior quality. She added that, it's not like they had been worn a year or something! She said she will try to help me but cannot guarantie anything as they have no power over warehouse decision. I replied that their promises and guarantee of a refund don't mean anything, Asos do not honour them anyway. She put me on hold and after long agonising wait, she came back with a change of tone and contradicted everything she previously told me (these calls are recorded right?) saying that warehouse decision cannot be overridden, not even by a manager if he or she ever existed. So their warehouse, who do not check customer account to read notes left by previous customer representative confirming the return instructions I was given are the law above all!

Next, after I emailed them back and complained, I was instructed by them in an email again to send the shoes back to them to have another inspection who also provided another free return label. Shoes never arrived. So I contacted Asos asking why they haven't returned them so that I can repost them for a refund.

Next, they get back to me to say that i was given wrong information by the previous adviser who told he to send them for a refund and that I can not return them back to Asos as once refund is rejected it will always be rejected and the free postage won't be possible to provide me with, and that my shoes was left with a neighbour (which their currier never had the curtesy of leaving us a notification that they are leaving the parcel at and which neighbour), I never instructed them by the way to leave my parcel with a neighbour who I don't know of. The neighbour they left the parcel with never brought it to us, as they must have assumed that we were lazy and couldnt bother to collect our own parcel from their house, thus we really had no idea of this. So Asos currier service is as bad as Asos customer service.

Next, I confronted Asos customer service sending their previous email which read that Asos requested me to send the shoes back for re-inspection and provvided me with a free return label which contradicted their current email. Ssying that free returns label couldn't be generated. No reply. Their silence is deafening.

I cannot trust this company again. I bought another pair of shoes since from another company, I would rather that some other hard working and trustworthy company to earn my hard earned money than Asos. I am so spooked and disturbed by how they have treated me.

Update, I just received another email at 01.45 in the morning from Asos, traumatising and terrorising me with their contradicting email. Keep forwarding them their previous email which asked me to resend the shoes for re-inspections which they totally ignore and contradict. I am dreading to read their next email.

This has been very stressful and time consuming experience for us. This many customers in different review sites cannot all be wrong about their experience with Asos. If item you order is lost, damaged, missing or used, I may not be accused by them: there are so many other reviews that experienced those. When things go wrong, you are alone in their lawless wilderness.

I remember Asos being a reputable company a few years ago, what happened.? Has it changed hands. Read their return policy, it is hostile!

UPTADE
I return the shoes despite their unstable mails, since, they blocked my account, email address and hanged up on me each time I start talking. Their writtem email to this was, since I open a dispute on paypal, they block my accou8nt becouse they lose money. Well tough, you lose money, i lose money and the shoes. Where is my money since i return them second times on your written instructions? They also said, since they blocked my account now and I now have no accoubt, they cant refund me.

They also contacted paypal to say that I returned item not in original condition. Well, I told you that the item was used and fell apart and you told me that menat item is defective, so why now say item is used? Paypal then asked them, if the item now in their possesion and gave them the time limit to respond. 4 days passed, paypal send them several messages to get the answer. Absulute silence. Royal mail tracking confirmed that they recieved giving the time and date. So they knew they couldnt deny, and their best option was to slince and hope for the best.

In the end, good old paypal refunded me. Shamless company. I was going to take them to CDRL (indipendent online complain company) then small court.

ASOS CSUTOMERS who feel victimsed like myself, robbed of their pocket, we have to stand together.

ASOS -
WORST CUSTOMER SERVICE EXPERIENCE EVERWORST CUSTOMER SERVICE EXPERIENCE EVER Terrible - Diabolical- Rude - Non Existent
WORST CUSTOMER SERVICE EVER!
Purchased 4 items from ASOS late last year and 2 pairs of jeans were the wrong sizes, downloaded the return order paperwork and sent it within the time frame.
Took it to local POST OFFICE where it was scanned and received, thought nothing more of it.
WORST CUSTOMER SERVICE EVER!
* Sent 6 Emails chasing and not one reply
* Then I finally received an Auto generated reply, no acknowledgement of my emails
*Finally customer service person 'Haleigh ' replied basically insinuated that I was a Liar
Because I had not receipt which I was never given at the Post office - PO just scanned the
Package and accepted it.
* sent another email with email proof of downloading the return order form and time frame
Because this was all I had.
* Got no reply then another auto generated one
* Sent another email see below
* basically called a liar, why would I chase half the order and I'm a return customer.
In Summation
Wont refund or even give me a credit note - Been Ripped off
Don't use this company because if it goes south you will never hear from them and loose your money.

To:
From:
Cc:
Subject: Re: Update on your ASOS query [ASOS: 27172242]

Hi
Will I ever get a reply from your company?
This is the most shoddy unacceptable customer service I have ever received from any company
In my life!
You obviously wont reply after my 6 or 7 emails, I returned 2 pairs of Jeans per the receipt, ASOS were sent from Oatley West Post Office and your company stuffed up the return.
I am going to social media and I will disseminate to every person and media outlet I can share the information about how BAD asos is and how annoying, tardy and pathetic your customer service is.
You have robbed me of $ 120 AU dollars, you are a disgrace!
I can't believe anyone purchases from you, I did but will never again.
WORST CUSTOMER SERVICE EVER
I will Publish your ridiculous customer service auto generated letters online.
Thanks for nothing!
Note to Hayleigh - Thanks for nothing as well!
A

First and Last time! Parcel got delivered in a safe place which was never provided. Parcel was stolen by a junkie and reported to police. CCTV and crime references provided to Asos. I was asked 100 times "is the parcel with a neighbour?" "Are you sure you checked everywhere?" Like a FKNG IDIOT or a 5 year old! All of this whilst I sent the CCTV images of the parcel being stolen and a police reference and after having to mention multiple times the parcel was stolen. Got told to get in touch after 48 hours for Hermes to conclude investigation. 48 hrs later Asos claims 48 hrs have not elapsed yet (ASOS must be on a different time dimension) and to contact them next day for a replacement. Next day I had to explain everything again like an idiot I was asked the same questions again. I was told once again to wait and wait… I asked over and over to speak to a manager and I was told we appreciate your feedback and will work to improve our service… NO! I want to speak to a manager I dont care about your internal feedback! After an hour chat with a customer service rep with the customer service skills of a peanut I finally got transferred to a manager (the only normal and helpful person Raquel) which told me if I still didn't hear back by the next day to get in touch again for a replacement/refund. Today got in touch for the replacement… most items are now out of stock because I had to wait for the hermes investigation which guess what? 5 days later is still open…. (Shock!) and one item was not available in size M anymore, so I asked to replace in size S but… NOPE! They can't do that! HAHAH they can't replace in a different size… OMG ABOUT TO LOOSE MY S***T OUT OF MY ASOSLE soon! NEVER AGAIN NEVER NEVER NEVER MOST AWFUL CUSTOMER SERVICE EVER! I own 3 businesses and I am also a customer service manager for a major european company… I am shocked by the service provided. Excuse the capitals and the swearing but oh my… I needed to get it off my chest!

I desperately needed some trainers as a gift to be delivered today (13th Feb). I paid for next day delivery to guarantee this.

I received an SMS at 7am saying my order couldn't be delivered today and to contact ASOS.

I contacted ASOS and ASOS initiated a 'return to sender' request at 1am. They said my order will be returned to them and I'll be given a refund.

I have never had a company sell me a product with guaranteed next day delivery and then stop my order from reaching me at 1am, I'm simply lost for words.

I've now got no present to give to a loved one and have purchased the same item from a competitor of ASOS who have guaranteed me next day delivery. ASOS asked me to order from them again but if they don't know why they cancelled my order as it was being delivered last time then it is likely to happen again.

I was a brand new customer who had never purchased from ASOS before, this was the first transaction and the start of our relationship. I would give them 0 stars if possible. I wish I had checked their review ratings - they are rated terrible for a reason, please do yourself a favour and buy from a more caring and organised company.

I wanted to make a formal complaint, I was told that I had to do it using their website which is more for troubleshooting. After much hassle I wrote a complaint.
The person completely ignored all of my written text and treated me as though I was a happy customer checking on their order - very poor.
The response I received is below:

Thanks for contacting us at ASOS. Sorry to hear you didn't receive your order 388914318 and it's being returned to us.

I've checked your order for you and it's on its way back to our warehouse due to you explaining you wouldn't need this order unless it arrived at a certain point.
We're unable to resend your order to you. As soon as we've received the parcel, we'll refund the cost of the items and send you an email to let you know.
Please allow 7 working days for your parcel to arrive at our warehouse and be processed. We'll drop you an email when it's been done. It may take 5-10 working days for funds to show in your account.

If you haven't received a returns confirmation email by the 22nd of February let us know and we can look into this for you.
I'm really sorry your order didn't reach you. If you still want the items and they're still available, please order them through our website as normal as I'm unable to place your order for you, for security reasons. An easy way to do this is to log into your account, view the original order and then add the items you want back into your shopping bag.

We make every effort to ensure that you receive your orders on time and are happy with our service. I'm really sorry you're being asked to wait a little longer; occasionally there are postal delays which are outside our control.

If you have any more queries in the meantime, get back in touch and I'd be more than happy to help.

Best Wishes,

If I could give no stars I would. Ordered a dress for my daughters prom, delivery was great arrived next day like I had payed for, opened the parcel all excited to see what it was going to look like for my daughter only to find it was completely the wrong dress, wrong colour, size and nothing like I had ordered. Emailed, messengered and tried to call to resolve the matter quickly. Had no response for ages. Finally got an email back apologising and saying that ASOS would send me the correct dress out and refund the postage costs (great I thought it will be sorted) this was on the Friday. Monday came and I had not been updated in the correct dress being sent out so I emailed again (at this time the dress was still in stock) by Tuesday no response so I emailed again. I then checked online to make sure the dress was still in shock and surprise surprise they had completely sold out. I finally got an email back after again emailing my concerns. They told me that that morning they had gone to pack the dress and realised it was out of stock even though they had told me they had sorted the correct dress on the Friday to be delivered to me. Now I have no dress and no money to order a new one as they are telling me it can take 10 days before they can confirm the returned dress is back and 5 more days for the money to be refunded, that's 15 days, my daughters prom is in 10 days and I do not have more funds for a second dress, iv told them this but they do not care. I have sent proof of postage and that should be enough for them to issue my refund. I have been emailing back and fourth and never have the same person reply and they all say different things, they are in competent and unprofessional and I have never experienced such an awful customer service. Asos was once a great company but has seriously gone down hill. I will never use them again. I don't usualy post reviews but I felt I needed to warn others. I'm now stuck and have no idea what to do. All they keep saying is order a second dress, I tried to explain to them that not everyone has an endless pot of money. I had to save for my daughters prom dress and she was so excited, now she is heartbroken and I feel helpless.