ASOS

Suspect Asos are selling stock ASOS do not have and benefiting from holding customers money.

Lets look at it from a physical shop perspective. You walk into a shop, the cashier checks they have the size you need. Confirmed your sized items are in the store room you pay at the counter and the cashier goes to get your items. A long time passes so you ask floor staff where the cashier/your items are. The floor staff have no idea. As you continue to stand in the shop waiting, you spot another cashier. Maybe they can help?! This cashier engages with you but states he does not know where the original cashier or your items but gives you a phone number (tracking number) which does not work. So you go back to this cashier to explain the number doesn't work and this time he acknowledges you have paid for the items but informs you Asos will be holding on to your money for now. However he assures you you can go home happy (without your items or your money!) because the customer service team will 'be in touch' in 18 DAYS. Does this seem normal to you? When Asos FINALLY get in touch they do not know what happened to that cashier or your items and low and behold they are now out of stock of the items you originally paid for?!

Whether it's clear cut fraud or not, Asos are breaking their obligation to uphold the Consumer Agreement Act by failing to deliver products purchased within the agreed delivery date. I urge anyone who is experiencing these issues with Asos to seriously consider opening a dispute. I also urge anyone considering buying from this company to read all the reviews you can find (there are numerous reviews similar to mine).

There needs to be an investigation into Asos conduct. Watch this space! Asos seem to have a positive reputation in the past so perhaps they have changed management? Perhaps they are now on the brink of bankruptcy and have to go to the measures of selling stock they do not have to stay afloat? Perhaps it is just fraud and they are relying on those customers who do not open disputes? Perhaps they are actually just seriously incompetent (this one seems the most far fetched!). Maybe Asos should advertise for short term investment for zero return - this is what they are doing only consumers are conned into doing so!?

BE VERY AWARE!

I've only ordered from ASOS once but purposely ordered from the 'petite' range as I'm quite small and thin. I find it hard to order clothes online and was very excited to see ASOS had a special 'petite' section.

I ordered about 5 different things and they all looked very nice in the photos, all on petite sized models and it fit them really well, looked really fitted and flattering so I thought this was how it would look on me also. However this was wrong to assume because I couldn't believe how large each item was upon arrival, they looked so small in the photos but were baggy and large in real life! None of the clothes fit me properly, they were all extremely long (came down to my knees when they were supposed to be mid-thigh) and baggy around the waist. One dress was an off the shoulder style and looked very elegant in the photos but in real life it kept falling off my shoulders because it was just too big. I was very disappointed as it was a beautiful black dress with lace sleeves. It was the same problem with the rest of the clothes.

I also ordered a pair of black wide fit platform heels (only kind available was wide fit) and they were bigger than I thought. I have small feet and ordered UK size 3 / NZ size 5 as this is my usual size but they seemed more like UK size 4 in real life and are on the verge of looking weird on my small feet. They are also made of leather and the straps cut into my feet, they are very stiff and I've tried multiple times to loosen the leather but it never seems to work or make a difference. As a result the shoes are quite uncomfortable and hurt when I walk in them.

I gave ASOS 3/5 stars because the delivery was pretty quick and also free (unlike so many other online shopping websites) and I did quite like one dress, I've been wearing it even though it's quite baggy. Although I don't think I'll wear the rest of my purchases so I feel it was kind of a waste of money as I spent quite a lot for each item.

Not sure if I'll buy from ASOS again, I can understand it might be great for non petite people because the clothes will probably fit better. But would not recommend this website to any petite people, even buying from the 'petite' section like I did.

So basically here's the run down:
I ordered a short sleeve t-shirt dress that was plain and black. The dress I received was 2 sizes too big and was a completely different dress.
Here's the email thread between myself and whatever horrible customer service ASOS has:
ASOS:
I am sorry to hear to hear you received an the incorrect item. Please be assured this is not a regular occurrence here at ASOS.

Sadly, when your parcel was being processed the replacement CURVE Ultimate Smock Dress you requested was out of stock, so we were unable to replace it for you.

Please send the incorrect item back to us within 28 days of receiving it. It can take up to 10 business days for your return to arrive at our warehouse. Once it arrives, well refund you for the item within 24 hours and drop you an email to confirm.

Youll be refunded back to the payment method you used to place your order and the funds will show in your account within 5-10 working days of the refund being completed. If we're not able to issue your refund as expected, we'll be in touch.

Me: Unfortunately I am having trouble understanding why I am responsible for the daily check in on the Back In Stock link. I have an expansive background in the retail industry and am well aware that you should have a way of finding out if/when this product will be back in stock. I do understand that human error can play a large role in this mistake but Im having trouble with the fact that the incorrect style and size were sent to me. It almost seems like this was blatantly done because the packer was aware that the item was out of stock when ASOS were packaging and didnt want to have to deal with communicating to me - the customer - the issue. I ignored the negative reviews that I read throughout various parts of the internet to give you the opportunity to provide me an excellent first shopping experience with you; its disappointing that I was let down. Please have your team notify me when the item is in stock.

ASOS:
Thanks for getting in touch. I'm sorry to hear you didn't receive the correct item for your order 277409376.

Sadly, we're unable to let you know directly when the item comes back in stock. We would never send an incorrect item on purpose as when we sometimes come to pack orders items have become unavailable, we would then contact our customers directly at that point to let them know that the item is out of stock.

I know this isn't the outcome you were hoping for Bayley.

To make it up to you, I'm including a 10% discount code to use on your next order.

Me:
Sadly, you are unable to make it up to me and therefore lost a customer. Keep your 10%. I will be sending back the item and will throughly check up on updates about my refund.
I'll be posting a review of my experience in hopes to save someone else.

Then I got angry and sent a double email adding in this:
Also, if my order wasn't in stock then why was I able to purchase it in the first place? You should highly consider working on the statuses of your items.

Basically there is ZERO help from customer service whatsoever. All they do it off you a 10% off code which, might I mention they have sent to me 3 other times randomly before so that I would review them.

DO NOT AND I REPEAT DO NOT ORDER FROM THIS STORE. I was not smart enough to not check their online reviews beforehand otherwise I'd probably not be in this situations.

Best luck to anyone who decides to order from them.

Let me tell you about ASOS. You try them out. You skeptically order one or two items to test the waters, see how that goes. ASOS arrive in a reasonable amount of time. Those items just happen to fit, well enough anyway (miraculously). Yay! So now you have created an ASOS account and they're sending you emails. They don't offer as many discounts NEARLY as often as their competitors, like Boohoo (which I only have good things to say about and would highly recommend over ASOS a million times over). But behold, one day you get a promo code for $70 off a $250 order from ASOS! A bit much to spend, but how often does that kind of deal come around for ASOS, right? So you do it. You buy $250 worth of clothes and save $70. Yay! Then they arrive. I ABSOLUTELY GUARANTEE there WILL BE returns that need to be made. Never have I shopped somewhere with such INCONSISTENT SIZES! This XL is smaller than that Large, but those 34" shorts are tighter than these 28" pants, and... you get the picture. So now, you have to send half of that big $250 order back for the correct sizes, BUT WAIT! You CAN'T exchange the items for the correct sizes? No way to do that whatsoever. You HAVE to take a refund for your returns. Now, guess what happens to that $70 discount, that you had to spend $250 just to get... it goes BYE-BYE! They take it right back out of your refund. So let's say you had to return $93 worth of clothes that didn't fit. A week or two later, they refund you $23. WHAT? WAIT! You just SCAMMED me into spending $250, just to get a $70 discount, only to have you guys TAKE IT RIGHT BACK? I didn't want a refund IN THE FIRST PLACE! I just wanted to adjust the sizes appropriately after trying them on! I mean, if this size 30" fits like a 34", I guess I need a 26", for my 32" waist, makes perfect sense right? Umm... Customer service, PLEASE HELP ME FIX THIS! Hahaha! "Sorry, you should have read the Terms and Conditions." Translation: "Due to some fine print nobody actually reads, we don't have to make this right, so we're not going to." Better translation: "F*** off, we already got your money!" Well guess what ASOS, basically everything you have to offer can be found at Boohoo or ELWOOD Clothing, among many others, for a MUCH better price. Not to mention they offer better deals and discounts WAY more often than ASOS. And I've personally needed customer service from Boohoo and they handled the issue so pleasantly, I never even had to be rude once. Anybody who reads this is going to check out those sites I just vouched for and find out for themselves they are better in every way. Maybe once you lose enough customers you'll try harder to hang on to the ones you have. That is, if you can stop being snotty little bit----, never mind, I've said my piece, no need to be ugly about it.

Great products and promotions and all.
But the when you order, don´t expect to recive any kind of helpful support.
In my case, I ordered 9 items for the value of over 200 Euros (09. 07. 21). First, my account was deactivated, then my order was cancelled because my account was blocked.
By the time my order should´ve arrived (15. 07. 21), I already got in touch with the chat support multiple times. The first consultant (Larry) ensured that "(...), your order can be still delivered on your expected delivery date on July 15th. (...)", but then he disconnected so I tried getting in touch with someone else to confirm. He then said "I've already raised this with our Specialist team to find out what happened. Please allow 24-48 hours for an update, we'll drop you an email as soon as possible". (12. 07. 21)
A day later I received an email that my account was supposed to be active again and that I should reorder. Lo and behold, it was still inactive when I tried looging in.
When trying to raise this issue within the Chat again, I was told that they´re really busy and the Specialist team will get in touch with me asap (13. 07. 21)
As I haven´t received an answer, email OR my clothes by the 16th July, I wanted to get in touch again BUT the chat function was no longer working. So i wrote an email that I received an email to just today (19. 07. 21).
My account was now active again and I understand I would have to reorder everything myself.
Therefore, I tidiously added everything to my shopping cart again and was about to check out, when I see, that the promo code for new customers that I used on my first order, no longer works with m new order - even though I never received anything.

After getting in touch again (must be the 6th or 7th time now), my issues was AGAIN forwarded to the Specialist Team and I was asked to be patient.

I am sorry - but how long do you need me to be patient? I have ordered sports clothes that I needed urgently for the last weekend and just because you guys f*** up, I need to waste my time trying to talk to someone that can only forward cases to so called "specialist teams" who evetually get in touch with you with half a solution.

I have never been wasting my time more. I am highly frustrated and never been treated this way by any other company before.
I wish that noone has to go through the same steps that I do... In the end you won´t get your clothes, you wont get them for the reduced price you were expecting and you won´t receive ANY incentive to order again with ASOS.

Happy that there are plenty of other shops out there with proper customer service in place.

I used to buy there before with no trouble, usually paying with GBP gift cards and having the stuff delivered to another country. This time I placed an order that was just above £100 thinking I was paying most of the price with the gift card that I had on my account. Days later I noticed ASOS blocked the whole amount on my credit card. Clearly international customers can no longer pay with gift cards. As the goods have not been shipped yet, I asked them to cancel the order so that I could place a new order with a UK address and let a UK friend forward the stuff to me. Not possible the rep said as they were getting too many orders and my goods were allready being packed. In fact, it was shipped 3 days later. I was offered not to accept the package and get full refund on my credit card that way (God knows how long this will take when they are experiencing so serious delays in the warehouse - took them about a week to ship). I entered my friend's UK address in my account and the little flag there changed automarically. I still wasn't able to check out and the cust rep was extremely frustrating, copy / pasting texts instead of answering in plain words, repeatedly refusing to answer how to get a refund on the gift card that seemed impossible to spend. Absolutely not reassuring even when I got very agitated and started to mention the word "scam". She was ok with me leaving the chat like that. Finally, she mentioned there was another tiny flag at the home page that also needed to be changed to the UK one for me to be able to spend the credit. Why did it take her so long to figure it out? I did manage to spend the voucher at the end, now waiting for my friend to receive the goods and send it to me from the UK. The prices on their website are in pounds and so was the gift card. What does it matter where the goods get delivered? Upsetting customers on purpose and losing business and getting their reputation ruined. They must have new, totally incompetent management that doesn't care at least if the company goes bust. I so wish I read these reviews before but since I shopped with them before, I thought there was no need! Bottom line - if you get a UK gift card, don't live there and don't know anyone there who can help you get the goods, then the money is lost with the company keeping it and the person who bought you the card scammed. Clearly a refund on the gift card is not an option so... Would you just believe it? These losers need to learn from Amazon how to value a customer.

I have been a customer of ASOS since 2013, and I thought that it was an amazing site. A lot of cute clothing, great sales, and shipping was relatively quick considering it was coming overseas to Ontario, Canada. I was really a huge fan.

But then the problems started. I ordered 2 dresses back in late March/ and early April and ASOS never arrived. Had to email customer service because there isn't a phone centre, and received generic automated responses. Was told to "look with neighbours, at the post office" or a safe place where my mail may have been delivered. Well- anyone who lives in urban Ontario knows that mail is delivered to community boxes and would never be left at a neighbours house! P.S. I love a company trying to blame the mail system for their mistakes.

3 business days later, and no sign of my dress, I email customer service again, and they decide to mail out the dress again. Yet they keep leaving off the province in my mailing address, despite me telling them to include it. I point out that its all in my account information, and I double check to make sure that its all correct, and it is- they still make the same mistake over and over. The second order is now late, and I have to start the same conversation with a new agent.

Long story short, there is NO CUSTOMER SERVICE! There isn't anyone who you can speak with live, or even have the same person to deal with your problem. You end up speaking to a new person every time! There is no tracking information unless you pay $15 for express, and there is no way for me to get a hold of the same person to deal with my account. I have tried twitter as well, and it's just as horrible. I'm so sick and tired of explaining the situation with my orders over and over again with new people every single time I email customer care.

My experience with their customer service alone will deter me from ever spending another dime at that site. Sorry, but that is deplorable in this day and age where you should have your stuff together when you offer free international shipping. It shouldn't be left to chance, and there should be a tracking number with EVERY order without having to pay for express shipping. Such a load of crap!

I wouldn't recommend shopping this site, unless you are willing to take a chance of getting your order or not. Unacceptable in 2015!

I love Asos so much that I have the app on my phone and have purchased the membership to have one year of 'free' two-day shipping. The items are high-quality and it seems like ASOS really try to keep that consistent when picking clothes from other brands (i. E., Boohoo brand clothes are often very cheap quality, but the Boohoo brand clothing they sell on Asos are very nice and often substantial in fabric). Asos is always on track with the latest and upcoming trends so I always make sure to check them first whenever I'm feeling a little adventurous with my style. I also love how they stock well-known brands (Adidas, Dr. Martens, Missguided, Aldo, etc) and regional brands that don't ship directly to the USA (Stylenanda, Pull&Bear, Monki, etc) which makes them a great one-stop spot for your clothes-shopping needs.

It seems like most of the complaints about Asos is about shipping. You guys have to understand that this is a risk that inherently comes with online shopping. Read everything during your checkout process and make sure that if you want a tracking number, you gotta choose a delivery service that includes one. Also, be patient with customer service. Don't rage all over your emails and expect them to not feel threatened and intimidated. They are human beings too. Be decent and calm and work WITH your customer service representative in resolving the issue. Also understand that once your order leaves their warehouse, the journey to your house becomes largely a responsibility of the shipping company. While you should expect Asos to help you make sure that you get your items and/or provide explanations about the problems, take into account that they also have to deal with the shipping company and can only do so much if anything was to happen with your items.

Edit: I would like to give notice: I once ordered a pair of chelsea boots and they arrived slightly dirty and packed carelessly. I love the boots so I kept them. They have been a great addition to my wardrobe but do take in mind that you might encounter some less stellar experiences.

I am so disappointed with ASOS - ASOS Are THE MOST INCOMPETENT ABUSIVE COMPANY I HAVE EVER DEALT WITH. THEY DO NOT VERIFY THEIR QUERIES. I WROTE TO ASOS ABOUT A PAIR OF SHOES THAT WAS GIVEN TO ME AS A GIFT - IN MY EMAIL I EXPLAINED EVERYTHING. I GOT A REPLY THAT I WILL POST UNDERNEATH - TELLING ME THAT I RETURN THE ITEM AND IF IT MAKES IT TO THEIR WAREHOUSE IN 28 DAYS THEY WILL REFUND THE PRODUCT AND THE POSTAGE! I
I DID EXACTLY THAT SPENT APPROX $65. ON POSTAGE AND RETURNED THE SHOES. THE SHOES MADE IT TO THEIR WAREHOUSE ON 14TH APRIL AND THEY ARE NOW DENYING 1) TO ACKNOWLEDGE THE RECEIPT OF SHOES 2) NOT TAKING RESPONSIBILITY ABOUT ALICE'S EMAIL 3) THEY HAVE BEEN SUCH JERKS IN THEIR WRITING BACK AND FORTH TO ME
I CANT BELIEVE HOW COMPANY PERSONALS CAN GIVE WRONG INFORMATION AND COST INNOCENT PEOPLE TO GO IN TO LOSS/ NOT LISTEN TO THEM/ CLOSE FILES WITHOUT OUTCOMES AND NOT CARE WHAT OR WHERE THE ISSUE IS COMING FROM! I HOPE I CAN GET THEM REPORTED EVERYWHERE FOR SUCH BAD /DOWN LOW AND DEGRADING THING TO ME - THEY ARE LIARS/CHEATERS AND MOST INCOMPETENT BUNCH OF MORONS RUNNING A SO CALLED COMPANY - I HOPE THEY GET ALL BAD REVIEWS AND THEY SHUT DOWN I HOPE THE EVIL CATCHES UP WITH THEM FOR THEIR CORRUPTION - WAITING TO SEE THEIR STUPID COMPANY GO DOWN... the first email below with reply from ALICE
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
From: "ASOS Customer Care" <*******@asos.com>
To: *******@HOTMAIL.COM
Sent: Sunday, April 5,2015 6:43:08 AM
Subject: Canada: Question about an item [Query:]
Hello,
Thanks for getting in touch with us- I hope you're having a lovely weekend!
I'm really sorry to hear you received the wrong size shoes, I can assure you this kind of mishap does not happen often here at ASOS, and I hope this experience has not knocked your confidence when shopping with us in the future.
Although we are able to exchange items for a different size and/or colour, for now this only applies to customers within the United Kingdom, I'm so sorry for any inconvenience.
If you can send the incorrect item back to us within 28 days, we'll arrange a refund and drop you an email to let you know it's been done. You can use the sticky address label on your returns note when you send it back to us. If you haven't got the label anymore, click here to print one to stick on the front of your parcel. Please fill in the section on the back of your delivery note to say the item is incorrect and put the note in your parcel when you send it back. Do ask for proof of postage and ensure you keep it safe in case we need to look at it later on. I can refund your postage costs for you, simply reply back to me with a copy of your proof of postage and let us know the currency and amount paid - or you could fax it to us on 0044 1442 840 278. If faxing us please remember to include your name and order number so we know it's your proof of postage.
I hope this helps. If you need anything else, please get back in touch, I'll be happy to help.
Best wishes, Alice
ASOS Customer Care
Xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx...⇄ /> >> Registered Office: ASOS.com Ltd, Greater London House, Hampstead Road, London, NW1 7FB
>> ASOS.com Ltd is a wholly owned subsidiary of ASOS plc. Registered in England 3584121.
>> The information in this internet email is confidential and is intended solely for the addressee. Access copying or re-use of information in it by anyone else is unauthorised. Any views or opinions presented are solely those of the author and do not necessarily represent those of ASOS plc or any of its affiliates. If you are not the intended recipient please contact the sender.
Xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx...⇄ /> (My question just looking for answers)
Hi
I've received above named slip ons as a GIFT, but they are not my size! I was wondering if it's possible to exchange this pair for a size 8.5 Canadian size? UK 39 euro 6.5? I do not have a receipt for the item. Some pictures are attached for your reference, Would appreciate your help.
Kind regards
Thank you

I've been an ASOS customer for years, however, this is the last time I'm ordering from them.

I've ordered a £60 dress to wear to an event. The chest area was very large and didn't fit. So as per usual, I applied for a refund, got a barcode and went to the nearest Collect + store (in my case Tesco). The Tesco staff scanned the barcode. Took the item and gave me a receipt.

After a few days when the return still wasn't updated I went back to Tesco to double check if it's been shipped. ASOS took the receipt and after 15 mins of searching and checking CCTV said that it's been taken by Collect +. However, they also said that the barcode wasn't scanned properly so tracking would not be available. They told me to contact Collect + and ASOS for more info.

I emailed Collect + and they said that they've checked internally in their warehouse and it wasn't there. They also said that the driver would've taken all the ASOS parcels directly to ASOS and that I should ask ASOS to check.

Since then, I've been emailing with ASOS whose customer service couldn't have been more unhelpful. First of all, every time you respond on an email you get assigned a new support person, each using the same macro that says something like "please provide a tracking number and we will process the refund". I've sent them the receipt from Tesco as well as Collect + replies, and all I got in return was "we still have not received your tracking number". I don't know if these are automatic replies or if these people simply ignore what I'm asking for which is for them to check internally whether it's arrived as part of a collect + returns batch in the past two weeks. Once I even got a rather dramatic response saying they're happy to end my agony and refund but a few hours later someone else (again) emailed me to say it's my problem if I don't have the tracking number and that they're not going to search anything for me. The biggest slap in the face was them actually saying that it's my fault for not picking a more reliable delivery service when it's allocated by ASOS anyway?! So they blame you for picking the returns method listed as the only option on the website?! Ridiculous!

I hope you will learn from my mistakes as this has cost me £60, countless calls with Tesco and Collect+ and several days of emailing back and fourth with ASOS customer support who have zero empathy, understanding and it seems are determined to keep your money at all cost.

I was buying a suit for my boyfriend for race day and I need it for the 10 November, before making my purchase I contacted ASOS to confirm that it would come in time for the event before paying for it, ASOS told me it would be there before or on the 9 November. So I made the purchase, its was a day later and I never received a email to confirm that it been shipped so I contact them again ASOS told me it would arrive on time. It was the 9 November and it never came I contacted ASOS at 4pm and asked them where was my parcel they told me it would be delivered that day between 4 and 10pm at night and of course it never came. It was the 10 November and still no suit my boyfriend had nothing to wear for Raceday and had completely ruined the whole event. When I contacted ASOS AGAIN they told me it wasnt coming till the 16 November? A whole week later but told me the day before that it would arrive on time, I asked for refund they refused until I got the parcel but I decided if the suit fit that I would still keep it. Well I never even got the parcel the only that turned up was the tie i was missing the suit jacket, vest and pants and when I contact ASOS about the missing items on the 18 November they sent me other tie after clearly stating that I ONLY RECEIVED A TIE and was still missing the other items. They sent me another email saying they were sending a replacement straight away and I would receive the suit soon. But then got I email from PayPal saying they refund the suit jacket, pants and vest, but not the tie i was confused. Anyway the next day they emailed me to tell me they were out of stock so they were giving me a refund that I asked for weeks ago. I went through all this stress for nothing hands down the worst experience ever, I thought I was doing the right contacting ASOS to make sure I would get my order they promised be not once but 4 times but clearly I was wrong they just lied and told me what I wanted to hear so they didnt have to deal with it. I will never buy anything from this company again and if you are expecting to receive the items you paid for then you will not purchase from this company too.

Please everyone do yourself a favor and never order from this shoddy company ever again, I know I won't. I placed an order on June 2nd. It was sent to the wrong address. All I've asked is for ASOS to step in and re-direct my package to the correct address. I've asked nicely via email. I was told to schedule a re-delivery. The package has not moved. I would imagine, it would take one phone call from the SHIPPER (ASOS) to rectify this situation and I can go about my business and not waste anyone's time with this petty issue again. Yet it's turned into a much bigger issue for me, that never needed to happen in the first place had ASOS a better customer service team & system.

I've never felt more disrespected or ignored from a large, "respectable" company in my life. I can imagine shipping issues happen somewhat frequently with an e-commerce site. It's three weeks later and I've been asked in VERY disrespectful emails that I will absolutely make public, to "be patient." That ASOS are "working" on it. They've had absolutely no problem working on taking my money. Yet each time I ask for an update, it takes 2-3 days in between emails. Or Tweets. Or Facebook replies.

Asking to speak to a manager falls on deaf ears as does asking for a refund. No response. I'm six months pregnant, my husband is deployed and I have a full-time job. Everyone has busy lives with things going on probably much more so than I, but ASOS doesn't seem to care where my money comes from as long as it's lining their pockets. I purchased maternity clothes from this site because it seemed like I would be getting a fair price and decent quality clothing that I could wear throughout the rest of my pregnancy as I'm growing out of all the clothes I already own. If they can do this to me with absolutely no regard for my money, where it comes from or whether or not I receive what I've paid for, then they will certainly do it to you, unless of course, everything works out perfectly on your end. Asos, the time for being patient is over. Either give me my money back, find my package, or let me talk to an actual human being supervisor. Facebook Ollie, Twitter team, Email Sharon & Termititope - I've talked to a different person every single time, or just no one at all and I'm tired of this. I just wanted them to figure it out and I'd go away. Now, I'm making my voice heard.

Told me ASOS were going to refund my items on the 22nd, it is now the2nd of September and it was just beginning to be processed on their end yet I have received no update or refund. They are refusing to cancel my premier shipping but say if you want to cancel it email them, but they said it's something that cannot be done in their department. It has been a month and they are still refusing to send me a refund for an order they know never even left their main shipping section for fed ex in the us. No way to contact them, until you harass their Instagram accounts and post negative posts and tag them. Asked for refund for premier shipping, was denied it even though I was asking their Instagram accounts before the two weeks was up but they didn't even send me an email in response until it was a week and a half too late for me to receive a refund so they denied my refund because they refused to contact me until it was too late, and blamed it on me instead of their inability to be accessible and contactable. You can't cancel premier shipping, you have to ask them to do it or you will be billed yearly, I have emailed everyday for three weeks asking them to cancel my premier shipping, they ignore or refuse that request in every email. I ordered 8 different orders and spent over 2,500 total, every order was incorrect. The products would be the same brand as they said just completely different products, and you can't just easily exchange items you have to return them and buy them again and pay shipping TWICE just to hopefully receive the right item, every item except 2 of the just under 15 articles of clothing I purchased were sent in a different size than I ordered it in, and my 500 dollar jeans came with treads loose on the seams like they were used before or not the quality or brands they're claiming, true religion jeans were sent with patchwork they would never do on their back logo, which leads me to wonder if they are fake, no true religions I have ever seen had as sloppy patchwork as the ones I received. Ordered a sleep eye mask and got a heatable and freezable eye mask for eye bags? I need sleep I don't care about the bags, I wouldn't have them if I just got the sleep mask in the first place! They overcharge and trick young folk because they used to be a good company, but now they are just a fancier shein with worse customer service and incredibly higher prices(I know not very comparible brand) but this brand has become a tacky outlet made to sell their cheap clothes of their own brand in hopes to gain notoriety, but their quality and complete lack of care for their mistakes and tricky tactics to scam people as much as they can will stop that from happening. Disappointing, disgusting, and lazy. I could keep going on but it makes me upset because they still haven't sent me money for a parcel I bought over a month ago that they know never made it to me! Disgusting! They finally Told me they were going to refund my items on the 22nd, it is now the2nd of September and it was just beginning to be processed on their end yet I have received no update or refund. They are refusing to cancel my premier shipping but say if you want to cancel it email them, but they said it's something that cannot be done in their department. I am so angered. I have multiple disabilities and am being treated like crap and completely ignored I just want help and for them to give me my money and to stop ignoring me! Who would want to pay for items they never received I don't understand. I just want my money back and for premier to be canceled stop treating me like I don't exist and don't matter my money is mine I worked hard and it's hard for me to work I just want my hard earned money back I couldn't even get the items shipped again because I bought the last of all of them and I was so excited to have something nice to feel pretty in why do you keep treating me like I don't matter I just want my money back! No goods= Give me my money back! I don't understand why that is so difficult for this company.

My experience has been horrible and has gone so far as to cause me anxiety and stress over the whole situation.

I ordered a bikini on the 14th of August on the Australian website. When I receive the item after a little while, ASOS seem to have sent me the wrong size. Whether or not that comes from a faulty conversion between the Australian and UK website or from a mistake when sending the item, I don't know, but the fix is fairly simple: For them to send me the item I originally ordered, and for me to return the other item. However, it did not turn out to be that simple.

I contacted ASOS via chat straight away, and was told they would send my issue to a "specialist team". When asked how long it could take, they told me that due to high workloads it could take up to 10 days. I also contacted ASOS via Facebook, and after being asked for my order number and email, they stopped replying. On the 29th I got a response telling me I'd been sent a replacement, but in the message, they told me the size was the same as the one I originally got (which was, of course, the incorrect size), so I asked them straight away if the size they were to send would be the right size or not, and the person copied and pasted the original message. No answers were given. I even provided pictures and a simple explanation in case they misunderstood, but still received no answer on Facebook or chat.

I then went on to call customer service via the phone. This included me having to pay for credits to call a UK phone number, but at this point, I had tried every single option. I call and am quite quickly put in touch with a very helpful lady on the other end. She tells me they can't know for sure what size I've been sent as a replacement until it arrives, and she's very apologetic and generally a nice lady (only positive reply so far). So I am told to wait until it arrives, and so I do.

The parcel arrives, and they've sent me the same WRONG size once again. I contact customer service via chat as the phone is not open yet, and am told to keep waiting. The person doesn't even answer any of my questions, and basically tells me to wait for an email, but what I'm waiting for and for how long I have no idea. He then proceeds to just end the chat abruptly.

I use to REALLY enjoy shopping here, this past order has been by far the absolute worse experince I have EVER experienced while shopping. I order one coat a single item around the very beginning of the month, it was expected to arrive around the 28th which was fine. I bought the item because I was going out of town and had no coat and was leaving the 1st of the following month. Well the expected date arives and behold no package. I contacted customer support and this is when it took a turn for the worst. ASOS argued over and over for almost 20 minutes until finally saying we needed a extra day for shipping it will be there the 30th. Two days pass and still no package so I contact them again. And the proceed to continue to tell me oh the date of arival was changed now to the 31st. At this point I was frustrated and anxious since I was going to a new city with out a coat because I was relying on them. And asked the customer care lady "it will ABSOLUTELY be here tomorrow right? No matter what you are tracking it and it will be here" and she told me yes. So the 31st comes usps has been to my house already and no package. I contact ASOS again and they tell me the same thing "wait till the end of the day it will be there by today" I explained usps has already been to my house and they proceeded to tell me to wait it will be there today and ended the chat on me before finishing the conversation. Here comes the big issue. Of course it didn't arrive it's now the 1st of next month I went out and bought something new in place of the jacket I planned to have. That morning I recived a email stating that my package JUST SHIPPED ALMOST 3 WEEKS LATER. I tried contacting customer support again. Not just about the package being gone, but now for the terrible customer support. He argued back and fourth for awhile he told me "it's now expected Nov. 06 wait until the end of the day, if it's not there by Nov. 09 then we can look into it" although he acknowledged that it's incredibly late. And offered me 4.99 back on the product and said look at our website for promo discounts in exchange for the bad customer support. I asked to speak to a supervisor or anyone able to help me since clearly this situation was above his capability but he refused and just like the last lady I spoke to closed the chat before meeting a resolution. Long story short WORST place to buy anything

I have had many small squabbles with Asos, because there is almost always a little problem with any order. But I looked past it because solving it would not be worth the effort it would take and because ultimately the prices so cheap.

However, it has happened REGULARLY that ASOS claim to not have received my returns, so you want to hang on to your receipts for dear life or you lose everything. In total, I have probably lost well over 300 pounds because Asos claimed they didn't get my returns.

This time, however, was even worse; I ordered a few items for my upcoming vacation two weeks before my flight. I purposefully checked the tracking info and stayed in 2 days in a row, not leaving my flat, waiting for my parcel. Asos sent me emails 3 times claiming I was not in and they could not deliver the parcel, however, both I and my flatmates were in the house and we KNOW that a delivery truck probably didn't even pull up (we would have heard that).

So I contact Customer Service and tell them the issue. By this point, 7 days have passed. They say they cannot redirect the order to be re-sent to me; it's their policy that after 3 "failed" delivery attempts, the order goes back to the warehouse and is processed as a return. I make sure to understand this correctly; they said I'd have to reorder all the items I wanted again in a different, separate order because the first parcel was definitely going to be processed as a return and I would receive my money back for that. To make sure, I did tell them I was not going to be in much longer as I was going on holiday and they said they understood and would not send me anything.
(A side note here; the customer support person was incredibly rude and passive-aggressive. The lady later was nice, but still unhelpful.)

Fast forward to today; 16 days after first placing the order, it has reappeared and was delivered while I am on holiday. I am not going to be back for a month and when I tell Customer Support about the issue, they say there is nothing they can do and that if I want to return anything after I am back from my holiday, I would maybe get a gift voucher.

I am incredibly upset because I did nothing wrong in this situation and Asos does absolutely not care. And they never do, so do yourselves a favour and shop somewhere else - Asos' prices are not worth the headache and in 80% of cases, you'll probably want to return stuff anyway; and that is where the real nightmare starts.

Honestly I don't know if asos hires potatoes or the staff just don't bother to look into your inquiry, was sent a faulty item and I took a while to get in touch with them about, but ASOS said it was fine and to send them back to them and they'll either refund or replace of its a manufacturing fault. Then they said they wouldn't replace, only refund, then said they would replace, then said they didn't do exchanges to Australia after I told them I'd was now in the UK, then they said they weren't doing replacements at the moment, and then when i got an email saying they received them at the warehouse, they said they'd replace them. When I'd didnt hear anything after this, they told me I'd get a refund In 11 days. 3 weeks passed and multiple emails chasing them up, they email me saying they were not going to refund me as I returned them too late. Called up and complained, they told me the decision had been made and the warehouse had refused my return. Contacted citizens advice and they told me that asos had breached contract multiple times, ie telling me they were going to refund and then three weeks later changing their mind, and telling me to return them regardless of how long I'd had them and then refusing the return because of how long I'd had them. Emailed back telling them I'd contacting citizens advice and would take further to trading standards as it was a breach of the consumer act for them to not refund me, they contacted me back within a few hours telling me my refund had been requested (lesson- don't let yourself get mugged off by asos, citizens advice were great and free to call for advice on this) After telling me I'd received my refund they told me to confirm I hadn't received my item back and that they had been sent back to the address i used before in Australia even though I confirmed with them before returning of my new address in the UK, got my refund in the end though, so don't back down with these guys! Cheap quality and crappy service, bought a pair of Birkenstock's around the same time and you could see the glue around the sole, Not asos made but still sold by asos. Time to step away from these capitalist fast fashion brands that don't care about the consumer, and try and promote themselves as ethical even though they've not paid for their orders to suppliers during the corona pandemic, and don't ensure there garment workers are earning a living wage. Crappy company all round.

I contacted ASOS on 29th April 2021 to report receiving no refund for the item I returned on 15th April 2021. The proof of postage was provided by attaching a picture during the online chat. I spoke to ASOS agent Brandon who advised that since it has passed the 10 working days cap for the refund to appear, he was going to pass this query onto a specialist team so ASOS can look into this further. As I received no further update, I contacted ASOS again 2 days later on 1st May 2021 and spoke to agent Julia. The agent seemed to be under the impression that the refund was raised to Klarna on 29th of April and advised me to wait until the end of the day for the email update. Yet again, I received nothing. No update, no notification. After over 24 hours of waiting, I contacted ASOS once again on 2nd May 2021 and spoke to agent Stevie. After a very short chat I was told that she has authorised my refund and it will be processed within 24 hours as priority. I was reassured I would receive an email to confirm the refund has been issued. The same cycle, no notification and no email received.
Today is 48 hours later from my last point of contact with ASOS and yet again ASOS did not fulfill its promises.
I followed ASOS Return Policy in the correct manner. I returned the purchased item to ASOS in the appropriate time frame. I waited 10 working days from the point of sending my parcel back to them. I contacted them and provided them with full proof of postage. Following ASOS return policy I am determined I qualify for a refund. So far, as clear as ASOS return and refund policy may be it is very well evident that they do not follow their own protocol. ASOS usually refunds its customers in 10 to 14 days. All I have received in return is lack of communication and complete negligence from ASOS Customer Support. I have been their regular customer since 2011 but it's time to move on.
I am currently seeking action through Resolver but will be seeking further action with the help of the Consumer Ombudsman and let them put things in motion.

Wish I had the option of giving zero stars. Bought a faux leather jacket in a large from the site; ASOS accidentally sent me a small. No sweat, I thought, Ill just return it and have them re-send me it in the correct size, or so I thought. They informed me that as I was receiving said small, the large option for the piece sold out, and was no longer available. Mildly peeved at this point since I was planning on wearing the jacket to my brothers bachelor party, I nonetheless went along/was cool with them simply giving me a refund. I read their refund page around two days before the jacket was to arrive back at their warehouse/the refund was set to occur, which stipulated that ASOS does refunds through the card that was used for the purchase. I made the purchase through a Vanilla Visa gift card which was no longer in my possession/disposed of, seeing as its contents were rendered empty a month ago, and thus I told ASOS explicitly over chat NOT to send the funds back to that card account, as I would not be able to access it anymore. The person on the other line over chat agreed, and told me I would be contacted when they received the item back, and asked which account to properly send the money back to. Cut to the day of the refund... and they of course processed it to THAT GIFT CARD. UGHHH! Im at a loss for words regarding this negligence/incompetence, so I reach back and demand to know how I could actually get my refund back. They say I need a receipt proving that I cant access the funds, and Vanilla Visa says they cant give me a bank statement without the full card information, which I no longer have because I NEVER THOUGHT ID BE IN THIS MESS. The only thing I could do was drive two hours to the store I bought the gift card from and get a receipt/proof of purchase that way, just to show ASOS that it was indeed a gift card that they sent the money to. That apparently was not good enough for them, and they even refused to give me so much as mild compensation for my fools odyssey/any ASOS credit. F minus to the infinite degree for this site, lost two weeks worth of my paycheck in terms of funds, flushed down the drain somewhere in a gift card at the bottom of a Philadelphia garbage can. If anyone lives in the Center City area of Philly, good news: go dumpster diving, and you might luck out on ~$100 worth of free money. Actual trash company, ZERO OUT OF ONE BILLION.

Har lige fået afvist en reklamation på disse Buffalo sko, som ikke var til at gå med allerede efter et halvt år pga ekstrem dårlig kvalitet. Se billeder og beskrivelser herunder.

Køb ikke noget hos Asos. Får du problemer med det kan du ikke reklamere, for det første får du så svært ved at komme i kontakt med dem. Man kan ikke ringe til dem eller chatte. Og skriver man får man svar først efter mange uger. Og så tillader de sig oven i købet at afvise en reklamation over en så tydelig fejlproduktion.

Odrenr: 401737523 Vi købte disse Buffalo sko i foråret og de er allerede så ødelagte, at man ikke kan gå med dem mere. For det første skalder al sølvbelægningen af, for det andet er indersålen gået løs og bunden under indersålen er gået i opløsning og lugter, ikke af sure tær men af en ubestemmelig syntetisk ubehagelig lugt. For det tredie prikken over i et er bundsålen så ødelagt nu, den går simpelthen i stykker, gummiet er ikke stærkt nok til at gå på, og der trænger nu vand ind gennem bundsålen, så skoen hele tiden bliver drivende våd inden i. Alt i Alt ser de herrens ud og er ikke til at holde ud at gå i længere, og det kun efter ca et halvt år. De er ikke blevet brugt til andet end at gå i i fritiden, og ikke til sport eller lign udfordrende ting for skoen.

Order number: 401737523
I bought these Buffalo sneakers in april 2019 and already, ASOS totally worn out, an impossible to wear, because of the following reasons: 1. The silver colour is falling apart. 2. The inner of the shoe buttom is falling apart, so many holes in the inner buttom under the sole. And also a terrible smell because of this. 3. The outside buttom, the sole is falling apart, the rubbersole, is such a bad quality, worn out with so deep holes, that it cannot hold back water from the ground, so the shoes is constantly wet inside, and therefore not suitable to use anymore. The shoes have been used as ordinary sneakers and not harassed in any way. How do I get my money back for this unfortunate purchase?