ASOS
reviews and complaints

So, let me tell you about my experience with ASOS. I ordered a simple black short sleeve t-shirt dress, but what I received was a completely different dress that was two sizes too big. I was disappointed, to say the least. I reached out to their customer service team, and the email thread was not pleasant. They apologized for the mistake and said that the dress I wanted was out of stock, but they would refund me for the incorrect item once I sent it back.

I was frustrated because I felt like the mistake was avoidable. I have worked in retail before, and I know that there are ways to keep track of inventory and notify customers when items are out of stock. I also felt like the packer who sent me the wrong dress knew that the item was out of stock and just didn't want to deal with the issue. I gave ASOS the benefit of the doubt and ignored negative reviews I had seen online, but I was let down.

Their customer service team offered me a 10% discount code for my next order, but I was not interested. I just wanted the dress I had ordered in the first place. I sent the incorrect dress back and waited for my refund. It took longer than expected, but I eventually received my money back.

Overall, I was not impressed with ASOS. Their customer service team was not helpful, and I felt like the mistake could have been avoided. I would not recommend ordering from this store. It's a shame because I had heard good things about them, but my experience was not positive. If you do decide to order from ASOS, be cautious and read reviews beforehand.

Asos order no: [protected]

Order 2 shirts total price $73.24

Tracking number for usps: 92748999936520573035290862

Package never came i dont know how to reach asos the app and the website doesn’t have customers service UNBELIEVABLE. I need a resolution for this order please. They need have to do better, they dont have an email to even reach them thats crazy.

Complaint to Asos.com Order: *** (13/10)Parcel No. *** 016 551 Q / Received by *** / Delivered 16/10 Parcel No. *** 016 550 S / Received by M FULLERTON / Delivered 15/10 Parcel No. *** 016 549 E / Received by M FULLERTON / Delivered 15/10 Complaint raised to Asos multiple times via live chat and email. One order split into three parcels, I received two out of three parcels as you can see by signatures. The missing parcel contains goods worth 85. When raised was told 1) delivery address outside of *** so needed to be raised with different team (it isnt outside of ) 2) the missing order was delivered to the correct address, the driver has been back to confirm, the driver was unable to make contact with customer yet still confirmed the correct address, the driver just put the wrong name down by mistake 3) the parcel was left with in a safe place with a neighbour. This was unauthorised but this had been done previously with no dispute, they gave me a tracking number to prove this, it was the same tracking number that I am currently disputing. Contacted ASOS again, told Id have to raise with DPD as 30 days outside of delivery time. Its just going around on loops to avoid giving me a refund for goods not received. No one replies, no one takes ownership. Disgusted with ASOS, I thought they would do better but theyre just here to take your money and tell you your lying when they dont fulfil their side.

"Reused" tracking number for a return resulting in a lost package with over $200 worth of clothes I DONT want. I ordered from ASOS on May 20th. The total of my order was $286.93 ($10 shopping, $21.93 tax). It was my first time purchasing from their website and I ordered mostly size 4 items. As it turns out, the 4s were massive on me so I decided to return mostly everything with the exception of 2 items. On May 24th , I created a return on the ASOS app and went to my email to print the return shipping label. I packaged up my items and sent them off that day (May 24th). I used a UPS drop box location (one that the ASOS app suggested was in my area), therefore I didn't get a receipt. The total return amount was $206.80. ASOS says returns could take up to 10-21 days so I kept checking back. At day 10, I decided to try and track my return and that's when I found out that I couldn't locate my package. After calling UPS, the informed me that there was a "problem with my package" and that they couldn't locate it. They said my tracking number is a "reused" on from April. What? They told me I needed to contact the seller directly so the seller could contact them to open an investigation to locate the package. I have contacted ASOS both on Facebook, Twitter and via email and have only received automated responses. It is crucial that ASOS contact UPS regarding my tracking number that was provided so that my package can be located immediately!

Carrier says order was delivered, it was not received. There is NO telephone # to call, began contacting merchant on 4/6 - no response to date. Order #XXXXXXXXX was recorded to have been delivered to me on 4/4 - it was not - called carrier Fed Ex and was told they only carry the item up until the last mile, at which point it is handed off to local USPS. They began investigating. I also attempted to contact ASOS but there is NO CUSTOMER SERVICE TELEPHONE#. Instead I sent messages to via THREE different platforms (FACEBOOK, INSTAGRAM AND EMAIL) - all returned automated responses. I sent all requested info and have not yet heard back (10 days later) on any of the 3 platforms. I even went to my local post office and was told that my route had been assigned to someone else on the day in question and they probably made a mistake and delivered to the wrong address. Meanwhile received an email back from FedEx stating: Good Morning ***, In response to your recent research request on USPS Tracking# XXXXXXXXXXXXXXXXXXXXXX, our research within the FedEx SmartPost network indicates that, at this time, we are unable to locate the parcel. We would advise you to contact your merchant so they may follow their policies and procedures for replacing the parcel. We apologize for any inconvenience. Thank You, Wendy S. TP-SPTR Yes this is a pandemic, but I have chosen to do business with you. IF YOU CAN TAKE ORDERS AND TAKE MY MONEY, YOU CAN PROVIDE YOUR CUSTOMERS WITH A TELEPHONE NUMBER OR AT LEAST A RELIABLE MEANS OF COMMUNICATION.

My order from ASOS was delivered to the wrong address, of which Fed-ex cannot share with me. ASOS said they delivered to the address I provided. I ordered 3 white Hollister T-shirts,crew neck with seagull logo through ASOS. Total price with tax and shipping was 36.07. I ordered them 1/22 Order # XXXXXXXXX They shipped on 1/26 I emailed them 2/1 as I hadn't received it, but the tracking said it was delivered. Response was from ASOS customer service. I also emailed them on the following dates: 2/3-response from Donjee 2/4-response from Jerrielyn 2/5-response from Mark 2/6-response from Charmane 2/9-response from Amiel My address for delivery was not complete. It said ***, FL XXXXX I did not notice it said that in the email. However, it was delivered somewhere but I don't know where. I contacted Fed-ex as ASOS told me to. Fed-Ex asked me what my address was. I told them: *** Dr. ***, FL XXXXX. They said that wasn't what they had for an address. ASOS will not check with FED-Ex to see who it was delivered to. They said I provided them with the address, and that was where they delivered it to. What address? How did they give an address when it wasn't complete? If I made the error in the address not being complete, why would they not email me for a complete address? Why will they not contact Fed-ex and ask them where they delivered it to, since there is a conflict at this juncture? By law, Fed-ex cannot tell me where they delivered it to, but ASOS could call them and ask. There is no address for them to deliver it to if they went by ***, FL XXXXX. The billing and mailing address was the same. Or it was supposed to be the same. Can you please help me? Thank you

I did not receive my order but the delivery is marked as delivered and I can not file a claim with delivery company. I made my purchase on 10/09 and had a estimated delivery date of 10/21. When I checked the status of the delivery, it says it was delivered on 10/15 via fedex. I immediately contacted fedex and was informed I can not file a claim because it can only be filed by the business. I went to ASOS site and could not find a number so I contacted them via Facebook. I was instructed to sent an email by the chat employee. I sent an email to ASOS on 10/26 stating, " Hello, my name is Shby Dsil and my email is s***@yahoo.com Order number: 54***374 My packaged is marked as delivered from fedex as of 10/15 but I did not receive the package. I am currently working from home and was home all day. I also verified with my neighbor and they all confirmed that a package was not seen. I have contacted fedex but I am unable to open a claim because only the shipper can open a claim. The order was for my fiance and it was very much needed. Given the amount of the purchase, can a claim be filed with fedex to investigate this issue, because we would like the package. If it it not found please refund the money back because we did not receive the merchandise. Thank you!" Not only did they not respond to me but I had also filed a claim with my bank hoping to reach them and while I was not worth a response, they were able to send my bank the proof of delivery again stating it was delivered. So now I am out of almost 500 dollars and they still have not open an investigation with fedex to see what happened to my package. I always ordered from them but I will NEVER do that again. This has been the worst experience ever. Wewas really looking forward to the clothes but now I just want my money back.

I reached out to Asos numerous times via the *** chat during Dec. 2021, Jan 2022, Feb, 2022, March 2022 regarding the incorrect refunds for the orders below that I purchased over the course of Nov. 2021 - Jan. 2022. Asos is only reaching able through the *** chat for customers. March 2022 *** shut down my account and stated they would not be processing the returns below. The email did not state a reason why. I was completely lost and surprised.1. Order No.: *** - partially refunded on Feb 14, 2022 for $270.31. ALL ITEMS FOR THE *** WERE RETURNED. The *** COST OF *** was $297.82 so MISSING REFUND of $27.51 THE RETURN NUMBER: 297KDWH3E9CSWA 2. *** NO.: *** MISSING ENTIRE REFUND OF $683.10 - THE RETURN NUMBER: 297KDWH3DFG8KV. ALL ITEMS FOR THE *** WERE RETURNED.3. Order No.: *** - was partial refund onFeb 9, 2022 for $322.68, partial refund on Feb. 9th, 2022 for $227.09, partial refund on Feb. 18th, 2022 for $11.55 and partial refund on March 1st, 2022 for $11.46 for a total partial refund of $572.78. BUT ALL ITEMS FOR THE *** WERE RETURNED. THE *** COST OF THE *** was $633.81 so I am a MISSING REFUND of $61.03 - THE RETURN NUMBER: 297KDWH3E9CT39. 4. Order No.:[protected] - partially refunded onFeb 4, 2022 for a partial refund of $719.46 ALL ITEMS FOR THE *** WERE RETURNED. THE *** COST OF THE *** was $732.86. I AM MISSING REFUND of $13.40 *** RETURN LABEL TRACKING NUMBER IS 1ZWV29589027430639 asos sent return label to my email on Wed, Jan 26, 2:51 PM because return would not generate in my account. 5. Order No.: *** - was partially refunded onFeb 8, 2022 for a partial refund of $434.80 on Feb 8th, *** and a partial refund of $12.69 on Feb 18th. 2022 a total partial refund of $447.49 was processes ALL ITEMS WERE RETURNED FOR THIS ***. *** COST OF THE *** was $511.44. I AM MISSING REFUND OF $63.95. THE RETURN NUMBER: 297KDWH3E9CRFE

I never received my skirt that was ordered and I want a refund. I contacted Fedex. They claimed that they delivered it but they never confirmed it with my own signature or id and when they delivered a package it was from another store not ASOS. I have tried numerous times to contact ASOS my facebook messenger, Twitter Tweet and on their us online website by email. They respond but do not give me a refund and never call me or resolve the situation. I have contacted them numerous times on 4/18 and 4/20 and other times since the deliver date on 04/16 to no avail. I am a senior citizen minority during the coronavirus and I have health issues that I am dealing with in a very poor neighborhood. I need my clothing and have a fixed allowance for many things.The only thing they did was send me an email saying that the fact that I have two account email addresses going to the same address was considered a security issue. But I told them that they were both for the same account both were ***@yahoo.com and ***@yahoo.com. I have done good business with them. I ordered a zebra striped skirt faux leather as well as another red croc faux leather skirt. I want the money refunded for the red croc faux leather skirt I ordered and NEVER RECEIVED! Complaint Background Not all of these questions are required. Please provide as much information as you have. This is info about the transaction on www.asos.com US site 1. Product/Service Purchased: 2. Model Number: XXXXXXX 3. Contract, Account, or Policy #: XXXXXXXXX 4. Order #: XXXXXXXXX 5. Purchase Date: 4/8 6. Date Problem First Occurred: 4/16 Dates you complained to the company/organization 7. First Date: 4/18 8. Second Date: 4/20 9. Third Date: 4/23 10. Payment Made: In Full 11. Payment Method: Credit Card Name of Sales Person 13. First Name: 15. Last Name: 17. Purchase Price: $40.64 18. Disputed Amount: $40.64

ASOS refuses to refund me for my orders of. I received a generic email with no information that would inform me of the reason for the determination, as well as closing my account. As previously stated in my conversations with them, as previously stated I spend thousands of dollars on ASOS without complaint. Now that my package comes up missing and I ask for a refund, it becomes an issue. I was advised by ASOS to contact my payment provider for a refund which insinuates that THEY dont want to provide the refund but to get whoever I paid through to do so. My payments went through Afterpay, which says that theyre the ones who have to cancel the orders on their end. I refuse to have to pay for more payments on orders I DO NOT HAVE! ASOS has to notify Afterpay to cancel the payments. This treatment is disgusting and horrendous because again if the company TRULY did their research they can see how much I truly spend on their sight. When contacting me, please only contact me via Complaintsboard.com or the email provided through the Complaintsboard.com complaint.Attached is proof that I make big purchases of similar amounts to what was lost that were PAID FOR and KEPT! As well as the tracking nunbers for the packages that shows Delivery to Front Porch and not to an actual person which means the package was left somewhere. Another attachment shows the original complaint, which I also am upset of how it was dealt with because they claimed that because it was being handled by their internal team that the complaint was resolved which it was NOT. Lastly the generic email of them stating they do not want to refund and want to close my account. There has been too many instances of the same caliber of ASOS closing accounts because people complain about their shipping services. Stating that Delivery issues rarely occur is FICTICIOUS, especially in low income neighborhoods where package theft is so common when you dont Deliver to the person themselves. Especially if they are big packages.

On 10/24, I bought 2 dresses online from ***. The order # was *** and the total I paid was $588.88. I received the dresses, tried them on, found that they didn't fit and decided to return them. The *** return policy states that you can receive a full refund for items returned within 28 days. I began the return on 11/9 (16 days after placing the order) and I received confirmation that the return package had arrived to ***'s returns warehouse on 11/12 (19 days after placing the order). I have a *** proof of delivery for that date. I then did not hear back from *** about the return until 12/27, when I received an email with the subject line "Your refund is on its way!" The email opens with "Hey *** we can confirm that weve proceeded with your refund." Based on that subject line and opening message, I almost didn't read the email any further, and assumed that the full cost was being refunded to my credit card. However, upon looking closer at the email, I saw they actually hadn't issued me a refund, but a "returns voucher" (aka store credit). They wrote, "Returns like yours, which are sent back after the 28-day returns window (and within 45 days), are refunded with an *** returns voucher." I have clear documentation that I sent my return back well within the 28 day returns window, so this is false, and I should be receiving a full refund, not a voucher. On 12/28, I did an online customer support chat with ***. I spoke with someone named ***, who told me, "I am making a request with specialist team regarding the same they are going to share best resolution with you on registered email ID with in 24 to 48 hours." 5 days later, on 1/2/22, I still hadn't heard back from anyone, so I did a second support chat, this time with ***. He again told me the specialist team would be in touch in 24 to 48 hours. Now, 6 days after the second chat, I still haven't heard anything. *** has no way to get in touch beyond the support chat.

The issue that I have experienced was: I ordered 2 pairs of jeans from ASOS and a North Face Jacket in two separate orders from ASOS, The jeans I ordered on January 09 2022 and the order number is ***, and the Northface jacket I ordered on Monday 10 January 2022 and the order number is [protected].I paid for the order with the jeans (***) to be rushed with two day shipping, I soon after received an email saying the jeans have been SENT by ASOS along with a tracking number with *** This email also stated that this order would come by Tuesday, January 11th 2022. When I looked at the tracking info on ***com, it only showed that a shipping label had been created and no estimated delivery date could be determined. I then waited 2 more days with no new updates in the tracking info from *** It is now Tuesday the 11th, the day this order is supposed to be delivered and there have still been no changes, only the shipping label has been created. I then decided to call *** on their customer service number as well as try to get in touch with the company, ASOS. *** told me that they have not received the package (as ASOS stated that they sent it) and it was still with the sender, ASOS. When I went to try to get in touch with ASOS their only way to contact them was a live chat option on their website, however, you never connect to anyone and it just times out after 3 minutes. I then went to contact them through Instagram and had no luck, I then went to *** and that's when I saw HUNDREDS of comments on all of their posts complaining that their company is a scam and that people NEVER got their orders after MONTHS or even refunds and they can't contact the company at all, not one of these comments were even RESPONDED TO by ASOS. I spent a lot of money on this website for these items and my first priority is to get what I paid for, but if that cannot be done I will NEED a refund. This website is my only hope to getting a resolution.It occurred on: 09/01/2022

I lost $80 because of the app and customer service refuses to help! My name is ***. Order number XXXXXXXXX My email is ***@yahoo.com Delivery is in the USA My order was delivered to the wrong address where I used to live 3 years ago on Friday the 22nd of may. I've ordered from ASOS recently and never used that address but from what I can conclude the ASOS app automatically signs out and when I signed back in I don't know how it pulled my old address. I've ordered from ASOS since I moved to my new address so I didn't anticipate this. Basically my package is lost now. I tried contacting the property and see if the resident might have gotten it but they said they didn't so right now I lost $80 of my hard earned money and didn't receive any goods. I tried getting credit back to repurchase the items but I've gotten zero help from customer service telling me that was the address chosen and there's nothing they will do about it. I mean I usually don't even encounter such issues but in the couple of times I have the companies I ordered from refunded me without a question for a lost package. These were Marc Jacobs and wish.com! It's just such a disappointment and unprofessional especially knowing these items will probably go on sale in two months so it isn't like it a financial loss for ASOS to refund $80 dollars to a customer for whom $80 is a lot! What ends up happening is a lost customer and tons fo unnecessary Complaintsboard.com complaints and negative feedback on social media. So not worth $80. Since I used Klarna and I only paid the first payment I'm not even asking for the full amount. I'm asking for my first installment given back to me so that I can repurchase my items and the old purchase cancelled. I need help with a gift card refund of my first installment on this and cancellation Of my previous order installments. I was really looking forward to my order and I want to place it again. Or at least stop my future payments through klarna for this order that I didn't receive.

Never received my purchase. I placed order XXXXXXXXX on 10/11 for two pairs of pants and two sweaters for a work uniform. I was given Express shipping due to the amount spent with an expected delivery date of 10/13 via ***. On 10/13, tracking updated to indicate that it would be delivered on 10/14 which I wasn't a problem because I was off from work anyway. The package didn't arrive. I waited the day on 10/15 and when I saw that the item hadn't left Memphis, TN since 10/13 and my delivery status had been changed to pending, I reached out to ASOS. I could not find a phone number for the company on its website and was only able to use the Chat Now feature to communicate with the customer service reps. I had placed several orders with this company and never ran into an issue. During my conversation with the customer service representative, I let them know that I work in retail frequently shipping our products using *** and let them know that it's my experience that typically when a message that the one that was now showing on the tracking is received, the package is lost. They told me I would have to wait 3 business days for *** to conduct an investigation. Everyday since, I have received a template email asking that I allow 3 business days for *** to conduct its investigation. I have been told daily to wait 3 business days since 10/15. Today, I received an email asking that I "patiently wait until 10/27" for *** to conduct their investigation. That is 2 weeks after I was meant to receive my package and 12 days after I reported it missing. Tracking still indicates that my package is Pending delivery date and somewhere in Memphis, TN. I live in Miami, FL and am no closer to receiving my package or refund. I've never had a single issue with this company the many times I've used them in the past and had no reason to think that I would now but given the way customer service is being handled, I can't picture myself purchasing from them again. I just want them to provide me a refund or at the very least, re-send them items that I purchased.

An online return label will not create for me to return my order. When addressed with ASOS, they have given me the run around and have been unhelpful. I first placed an order for clothes on April 12th. The clothes arrived about two weeks later, at which time I attempted to create a return via their online return request service for items that did not fit properly. The return appeared to go through successfully, however after checking my inbox and junk mail folders several times, I never received a return label in order to return my items. I sent ASOS a message through Facebook for the first time on April 29th, two days after I received my clothing items. I did not receive a response until May 6th, after having to send an additional email expressing my frustration at their lack of response on May 4th. ASOS responded that the issue would be looked into. We then exchanged several e-mails, with ASOS customer service representatives asking me to send them an itemized list of all of the items I wanted to return so that they could create a label for me. After doing this, ASOS responded and said I had the list entered incorrectly which is not true as I triple checked each line of clothes for both the item name and the product number and everything was correct. After informing ASOS that everything was listed correctly, they responded by saying there was an issue with UPS that would be looked into. This was on May 14th. I sent a follow-up email requesting an update after hearing nothing for 10 days (1 month since my initial email). They responded and did not give me an update but assured me a manager was working on the case. I heard nothing for about another month, and on June 26th I sent another follow-up email requesting an update directly from the manager in charge. ASOS did not respond to this email. On July 17th, I sent another follow-up email stating that I would be filing a complaint with the complaintsboard.com if I did not receive an update. They responded that day saying they would provide an update within 48 hours. After about 72 hours, I sent a follow-up email informing them that I would be filing a complaint with the complaintsboard.com. I have not yet received their response to that e-mail. Additionally, I placed another order from ASOS on April 29th and after receiving those clothes about 2 weeks later I experienced the exact same issue with returns. ASOS is aware of both orders. The orders in question are order numbers XXXXXXXXX and XXXXXXXXX.

Received the incorrect item and was not refunded for the cost to return the item or the taxes/duties paid for the item. I received the wrong pair of running shoes which I paid $135.91 for and was charged $28.42 for duties (although their website clearly indicates that any item under $150 would not be charged duties) as well as I had to pay $22.40 in order to return the shoes. I immediately notified ASOS of this and asked how i could get the shoes that I actually ordered. They advised there was no way for them to do this other than having me return the incorrect item and then re-order it. I have repeatedly asked how I would be fully refunded for all costs since I did not receive the correct shoes and do not feel it fair to be charged for something I did not order. Every response I get back from their customer service agents seems to provide different information and when asked to speak to a Manager I am advised all customer service representatives are equally trained and have not been put in touch with anyone. I sent the shoes back as they requested I do and once I confirmed they received it I asked about my refund. They confirmed they would refund me for the shoes $135.91 and the $22.40 on 11/17 for the postage to return and that I should receive an email within 4 days with those details. In this communication they then said that the $28.42 was not duties but instead for sales tax and I should contact my customs office so I am not surprised by charges. Ok fine, if I had the item still in my possession, but they sent me the WRONG SHOES. I didn't return them because I didn't like them, I returned them because I didn't order them, so why should I have to pay anything for their mistake. To date I have not received any email confirming my refund like they outlined in that communication and I have been refunded solely for my shoes in the amount of $135.91. Another glaring concern is that I received two separate requests that I log in to my account with them and update it with my credit card info so that they could issue me a refund. One said it was because they couldn't refund a payment made through PayPal (which is not how I paid) and the other did not provide a reason why. I refused both times and after I looked further I had already been issued a refund for my shoes on my credit card when those emails were sent. Why would they be asking me for my credit card information? Again, more bad info. I have spent so much time going back and forth with them and this has created a tremendous amount of stress for me. Thank you in advance.

Misleading information. Wrong items on 2 orders. I placed an order on 3/15 and received my item on time. The shoes which were sent were incorrect. I reached out to customer, the only option is via chat. I explained the issue and was told that I could return the incorrect item for a refund. I was very disappointed. I had a major photo shoot the next day and weirdly enough was unable to find a place in town that had the particular style I needed for one of my settings. I did not have the time to go through the whole return process. I caved in and said that I would just keep the shoes. I said I would order the correct pair again and just have them shipped overnight. The representative assisting me said that this time the correct item would most certainly be sent and that my shipping cost would be reimbursed when I received my new order with the CORRECT item. Mind you I placed the order while I was chatting with the representative. This second order was placed on the 17th, I received it on the 19th. I added shorts to my new order along with the shoes I originally desired to get. I opened my order and was so distraught to find that the same incorrect pair was sent YET again. I reached out to customer care again. I got a sorry and was told that I could send them back for a refund, that's it. There was no consideration for their error. Then my shorts were exrta small. I wear a small. After going off which I feel ashamed for doing so. I was informed by the representative that the shoes I wanted had been out of stock so thats reason why I was sent a completely different and incorrect style/color of shoes. I was so *** that the representative before this was not able to give me this information and had me go through the same experience twice in a 4 day span. I asked to be contacted by a higher up. That has yet to happen. I work in the hair industry an manage a bunch of shops. I deal with 100's of upset clientele on a monthly basis. If a problem occurs on our/my end I hold our company accountable and I do whats right for the client and for the name of the business I am proud to be apart of. I do it because I/we are offering a service, if we fall short and a client is upset then it is up to me to make it right. That is not whats happening with this company. I used after-pay for these transactions. I have had nothing but good experiances with afterpay. The fact that the two companies are in a partnership together is extremely concerning. AP's reputation could be tarnished if this keeps up. Anyhow, I have been waiting to chat with someone from asos customer care for 30 mins now. The avg wait time was supposed to be 5mins. I hope this can be resolved, because aside from the terrible customer service, the clothing is really good quality. I can see myself shopping from this site for years if things are set right.

I ordered shoes size 6.5 in 8/11.They sent me wrong size8.5 I emailed them to let them know of the wrong size. They denied sending me 8.5. Shoes Ordered date: Aug 09, 2020 Order No.: XXXXXXXXX Tracking number (1Z WVX XXX XX XXXX XXXX) Returned shoes were received 11/28 by Asos Rep at their loading dock When I received the shoes/Converse, right away I noticed that they look big. And they were, way big. I wear size 6.5 with converse shoes which is what I ordered. So I emailed them and let them know that they sent me wrong size. The response I got was snobbish to say the least. They told me that ASOS do not make mistakes like that, they send the size I ordered. I thought I made a mistake when placing this order. I have bought Converse shoes many times before and I know my size well. I sent the another email that this is not 6.5. I have other converse in 6.5 from other retailers and none of them are this size. This exchange went on for two weeks. I looked closely at the size again because I did not understand why they will argue with me about the wrong size they sent. When I looked at the size I noticed that this is EUROPEAN 6.5. European sizes are NOT comparable to US sizes. They run bigger than US. ASOS sent me 6.5 European size which is 8.5 in US sizes. I took pictures of the inside of the shoes where size is located and email it to ASOS. But even after this I still wanted to just exchange the shoes for the right size. Asos does not return emails in timely fashion, by this time it was well over 2 months. when they finally returned my email without acknowledging any mistake on their part. Not only that they don't return emails but when they do, they return without reading the corresponding chain emails So they asks that I provide my order number, again and the summery of the issue. I provided those and a week later I was sent a link to create a shipping label. Asos return policy is 30days, after that the link does not work, yet that is what I sent to make the label, print and return. And of course none of that worked. There are no words to express how upsetting this whole thing is. I also, suspect that this is ASOS is playing me so that I give up. By denying that they made a mistake, giving me that the run around, and then making me feel like a fool by sending me a link that they know that it does not work after 30days was enough for me to know I want nothing to do with ASOS ever again. I emailed them again, of course they return with the usual, silence, followed by, provide us with your order number again and then another silence. I sent another email, trying very hard to hold my frustration. Another person emailed me a label, that was middle of November, still no acknowledgement about that they did wrong. I printed the label, shipped the shoes, indicated that I want a full refund of $50.00 plus tax. The shoes were received by ASOS representative 11/28. Nothing was said to me that they received the shoes. Dec,8th I emailed them again asking when can I expect my refund. I was told that they need to have the shoes first, and then inspect them. Then they will issue me a refund. I told them that they have the shoes already, were received by someone at their Loading dock 11/28. later, I got another email that they will follow up and then issue me my refund. I have not heard from ASOS until after I emailed them on the 2/1 asking for my refund, and this time I made it clear that I cannot keep emailing them about this. They are forcing me to seek help somewhere else. I got response not about my refund but about how busy they are and are working hard and will get back to me. I feel I did everything I can to resolve this matter to no avail. I am kindly asking for your help Thank you for your help.

Very bad quality, shirts looks like some $1 Chinese swimsuit.
I do not see nothing positive about this, I waited for a plus week and received a €40 shirt that I bought with €5.8 shipment, and I was looking for a normal €20 quality and all I get is this crap that says "[censored] u, get scammed" for my money. Lol, like €46 is 1/2 days work for me and all I get is a product that looks like something worth some coins that I can just throw to kids…

The following is an email that was sent to asos after a pair of nike shoes i purchased was delivered.

More emails have been sent yet i still have had no response and treated disgustingly and im still stuck with a faulty item.

Hello,

It is very sad that I am having to sit here and compose myself to type this email.

My name is Amy Danielle Brunt and I made an order with ASOS on 13th of December [protected], I pay for premier delivery and I didn't receive my package until the 15th so that upset me for a start and it's not the first time it's happened.

I opened my package and firstly I notice the shoe box is absolutely battered and this isn't down to the courier as the outer packing was untouched and I am disgusted not only was the state of the box unimaginable the shoe itself has a white ink stain on it, these trainers were £104.95 so I'm not going to take it lightly.

This order was a gift for my husband's 30th birthday on Thursday 18th.
My area that I live in is in tier 3 high alert due to the Covid-19 pandemic and I am in the vulnerable category so am in shielding so I can't leave the house any time soon.

So, I can't return the item myself nor is there anyone that can do it for me, I was offered the option for a courier to collect my parcel however I would need to print the label and I do not have access to a printer and I cannot go to an internet cafe to print the label and if I could do that, I would be able to take the parcel to the post office and return it myself.

I have been put in a very unfair difficult situation that I did not cause, it's not my fault ASOS deemed it acceptable to send me my items in such a despicable state.
Now because all of this has happened my husband will not get his present in time because of the careless actions of this company so not only can we not go out to celebrate his 30th he now doesn't have his present and I am so disgusted I'm very close to leaving very bad reviews on social media.

Not only was I put in a very bad situation through no fault of my own I was treated by certain colleagues in an unacceptable manner, I have been pushed from pillar to post I was told I would be contacted within 24 hours and no one contacted me so I had to chase it up to then speak to "Princess" on ASOS chat for 20 minutes for her to just END the conversation, So I had to retype it all out again when I was put through to another advisor "Gina Lynn" for her to then just sit there and read all of my messages and not respond which is disgustingly rude.

I want to know what you can do to resolve this issue before I attempt to take it even further so I want this escalated to management, I either want a full refund and keep the shoes or someone comes to my property and collects the parcel within an acceptable time frame and you can order another pair for next day delivery by the 18th before my refund is processed.

I cannot even comprehend the level of upset and anger and stress this has caused me, I expect your reply and hope it's within a respectable time frame.

Amy Danielle Brunt