ASOS
Reviews and Complaints

I have never had a worse experience with online shopping. I placed an order on November 28, expecting prompt shipping. I contacted customer service multiple times, only to be told to wait because the parcel was allegedly on its way. However, the delivery service Inpost never received the package.

Finally, today, December 9, I was informed that the order won’t arrive, and I was offered a refund. No apology was provided, and now the prices for all the items I ordered during the Black Friday sale have increased.

Thank you for this “amazing” experience. I will not recommend ASOS to anyone and will avoid shopping here myself in the future.

I've been a customer of ASOS foe some 8 years now. I now buy all my clothes from ASOS, shoes and recently even skincare. I am a paramedical aesthetitian so used to pro skincare. Expensive. The skincare I bought from ASOS is of pro quality minus the price tag The deliriveries are reamarkably timely and reliable. Unproblematic free returns. Only 1 pair of shoes I ordered were significantly not to size, they were huge, one pair where the strap broke - I had a refund within couple of days. All my clothes come from ASOS now and I get compliments and questions on where did I get my garments. I haven't been to a department store for clothes in decades. The customer service is excellent and easily accessed by live chat or email. Live chat is always functional ith an occasional exception. The maximum one might wait for a refund is 21 days. I do not understand the 1.7 star rating. And I've had many years to evaluate this website. Every no and again I try other online retailers but inevitably return to ASOS.

I stumbled across ASOS.com 1.5 years ago and have been religiously shopping there. They have a great return policy - Free returns within 30 days. Their clothes are not as consistent in size and quality, but I find more cute clothes than not. They have such a large array of clothes!

The cons about shopping here is that your items will most likely always arrive much later than the expected arrival date. But I honestly don't mind that issue. Also, I encountered an issue once, where they shipped the wrong size on an item that I purchased with a 30% off code. When I informed them that it was their mistake and that they should honor me the 30% off code for the right size, they didn't honor it. That was a frustrating experience, but I only encountered that one issue in the span of a year of continually shopping with them. If that was my first experience with this company, I would not continue shopping there. But since the positives outweigh the negatives, I will continue spending my money shopping here.

I would recommend shopping here!

I know I can't speak for everyone since I live in the United States, and we don't have cod problems, at least, I don't think. I really love the clothing selection at asos, and the huge selection of brands is also pretty awesome. I wish they would be a little more helpful when it comes to returns/exchanges though. They sent me the wrong item, and I did not have the money to purchase a new one. They refunded me the money instead of just sending out a new item, but the refund took 5 days. By the time the refund went through, the item I wanted was completely out of stock in all sizes. What I purchased was a part of a set, and now I only have the top without the bottom. So, I get a little miffed when stuff like this happens, but overall, the customer service agents are really kind and helpful, the prices are great, they have so many sales, and most of their products are of a high quality. Sometimes, quality can be hit or miss when dealing with asos house brand, but I would say it is generally favorable. Easily, one of my favorite places to shop on the internet!

Decided to go with ASOS for my first online clothing purchase, and I have to say I'm very pleased. I was a bit skeptical after reading some reviews about shipping errors and customer service problems but decided to give them a try anyways. Because of the shipping complaints I saw online, I decided to pay the extra $15 for an expedited arrival. I was given a working tracking code and the package arrived on the date scheduled. I bought 4 items, 2 of which were ASOS brand, and all of them matched the website displayed item descriptions and appearances. Quality=price paid. I may have gotten lucky with the sizes although I did go on YouTube and watched a few ASOS haul videos to get an idea of how the sizing would fit prior to purchase. A tip I would give any first time ASOS shoppers is to do some research to help with sizing(YouTube and ASOS instagram models) and don't be scared to pay the extra $15 expedited shipping, for all I know that may be the reason I did not encounter any shipping problems. Will definitely be using the site again and will update my review accordingly.

I was really suprised by the number of bad reviews ASOS has because it is one of my fave, if not my fave, online store. There is a huge variety of products, varying from clothes to accessories to hair and beauty product. I ordered there many many times and always received my orders without any errors. How long it takes for my orders to arrive really varies, sometimes it can take a week, sometimes it can take more. Their express shipping is great, received my order extremely fast (keep in mind the fact that I live in Canada, therefore someone from a different country could have had a completely different experience). The clothes are almost always what I expect them to be (let's be honest, no matter the online store, sometimes the product you buy do not fit or look how you thought they would), sometimes not fitting how I want them to, but not the fault of the product just a personal preference. ASOS is the only online clothing store that I always go back to because I never had any problem with them. They have yet to disappoint me, therefore I trust this website with my whole life! (Bit dramatic, isn't it?) but honestly, I recommend 100%.

I was hesitant after reading the reviews, but decided to see for myself. Placed my first order beginning of December, picked the $15 express shipping method, order arrived within 2.5 business days (with duties which was expected). I loved all 4 of the things I bought and got a good sense for what size I am in their clothes. I placed a second order before Christmas, received it again within 2-3 days (even with the holidays!), LOVED all the items in this order as well! So I placed another order on Tuesday this past week for 7 items, and they arrived yesterday (Thursday) mid afternoon.
If your going to order from these guys, always opt for the $15 express shipping (I'm in Canada), it comes in no time at all and you get DHL shipping notifications the whole time it's in transit. I've purchased 5 jumpsuits which fit so well, don't wrinkle (polyester blend), the look just like in the pictures, a couple dresses- one is an accidental maternity dress, I'm not pregnant but still wear it cause it's cute AF!, a pair of espradrilles which I wore on vacation in LA for a week and they were comfortable, looked good, held up (good quality). All in all, it's a good site to shop from. Definitely worth checking out!

PROs: I can't rave enough about ASOS! I live in Toronto, and I find the majority of their items well priced. Shoes especially are affordable and on trend. Way better than buying something generic, poorly made and overpriced at let's say ALDO or Town Shoes. ASOS is also generally very trendy. I usually find the latest trends on ASOS before they ever hit the malls here. ASOS sells their own brands, and several other third-party brands as well. They range from the super pricey like Stylestalker to super cheap like the ASOS brand; so the quality and worksmanship can vary. I personally like the ASOS brand. The quality is decent to very good; however you can't beat the pricing, especially once items go on sale.

CONs: Admittedly, I have several items from ASOS which either didn't fit well, or look as nice (on me) as they did online. That being said, I still continue to order items from there because for every one item I didn't love, I have 10 that I adore. Another con is the returns, at least for us Canadians. It can cost a pretty penny to send items back to the UK and I would recommend waiting until you have a few (if you order as often as I do) to send it out as one shipment. Outside of that, the returns process is no-nonsense, quick and painless.

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 they 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 absolutely FUMING. After being a loyal customer for over 15 YEARS and spending thousands with ASOS (even while living abroad), I woke up to an email saying my account had been closed due to alleged violations of their “Fair Use Policy.”

Let me be clear: since receiving a Fair Use warning in October 2024, I placed two orders. One which I kept. The other was a small sunglasses order that hadn’t even shipped yet. That’s it. That’s the behaviour ASOS thinks warrants banning a long-term customer?

When I contacted support, I was treated with zero respect or empathy. The agent ignored everything I said, gave me copy-paste answers, refused to escalate, and had the nerve to close the chat while I was still trying to get answers. Outrageous.

This entire situation is not just insulting: it’s beyond unacceptable. ASOS’s so-called risk management team is incompetent and robotic, targeting loyal customers without explanation or logic. There’s no transparency, no appeal, no respect. Just “This decision is final.” Are you serious?!

If this is how you treat your long-standing, high-spending customers, I honestly hope others think twice before spending a penny with you. You’ve lost me for good, and I’ll make sure people know why.

I ordered items from ASOS Ltd on Fri 13th January 2023, they arrived on Mon 16th January, 2023. See attachment A for order and invoice information.

I was then immobilised by an injury, which can be confirmed with my GP and medical records, meaning that I could not fully test the use of the items in an appropriate environment. So, by the time I got back into the gym and had fully recovered, I wore both the Stradivarius seamless ribbed leggings in charcoal and the ASOS 4505 yoga leggings in soft jersey, on separate occasions, and

had the unfortunate incident of my genitals being exposed in a public setting.

When wearing the ASOS yoga leggings, my yoga instructor had to advise me that they were fully see-through, which was humiliating and simply should not have happened. Thus, led to me fully inspecting the other items, which I did NOT wear at all and still had the tags on, which led me to the realization that they were all of the same cheap, poor quality. I then began to initiate a complaint directly to ASOS as clearly the items were unfit for purpose, aka faulty items.

My complaint to ASOS Ltd:

I submitted a faulty goods complaint on the 24th of February via their live chat contact method - this was the only way that I could log my complaint and irresponsibly, I did not "save" the chat at the time, but ASOS should have a copy of this chat and I do have proof that it happened (see attachment B). I spoke with one of their customer service team who told me that I needed to send the faulty items back for a full inspection at the warehouse. I was anxious because I was outwith the time frame, however when I checked their faulty goods policy online, it stated: "Please return the item to us as soon as possible so we can get this sorted for you. Don’t forget to select ‘Faulty’ when asked for a reason for your return. Find more information on returns here. If you’re not able to create a return, please get in touch with our Customer Care team as we'd be happy to help." The lady on the customer service team confirmed this, by initiating the returns label for me, which I also have proof of, see attachment C.

I then, done as I was told by ASOS and packaged up the faulty items, as they were found, in all the original packaging with tags attached, and posted them via Asdas 'toyou' service.

The correspondence from ASOS:

I have included a document containing every communication via email that I have had with ASOS since then. Attachment D. I have also included live-chat at the bottom of this document, it is not as relevant but I thought I'd be best to include everything.

It should hopefully detail to you how they have consistently brushed off my concerns and that ultimately, they have failed to carry out the inspection as promised. The company clearly does not internally communicate, as you can see there have been multiple different people 'handling' my complaint and quite frankly exploiting me and trying to confuse me. As you will see from the comms, it was a highly distressing event for me and is still affecting my mental health today which they have completely disregarded and seem to enjoy ridiculing me. They will not admit liability for these unfit for purpose items and I am now out of almost £100 because of this. They have very frequent inconsistencies in their emails to me, for example, they tried to tell me that the items were returned to me simply because they were returned outside the time-frame - no mention of an inspection being done (see attachment E) or a faulty goods return. It clearly just states that the return reason is "returned outside of returns policy timeframe". Then, they began to say, "well we did an inspection and it was found that the items were not suitable to return and are in a worn condition." which contradicts their faulty good policy that states "Worn your favourite item one too many times? Please bear in mind that all items are inspected on return, and those with wear and tear rather than a fault may not be refunded.

Please note: we are unable to send replacements for faulty items."

I know that they were in no worn condition, it is simply not true as I only had the opportunity to wear 1 item ONCE. There was simply NO wear and tear and they've destroyed the items to avoid having to prove this, it is disgusting. I removed the tag from one pair, but all other 3 items still had tags on. They have claimed that all 4 items have been destroyed, yet they have sent me back the ASOS yoga leggings - so they don't have a clue what is even going on themselves. I am banging my head against a wall here because they simply will not admit to wrongdoing or even tell me the same story. It is beyond frustrating so I really hope that you can provide some assistance here as I don't want to have to go to court for this but I will. I am not being robbed.

I want a full refund in order to compensate for this disgraceful experience. My bank details are attached (attachment g) as well as the proof of payment in the first instance (attachment h).

I have attached the other requested items too.

JUST READ FOR YOURSELVES (2 hours of time wasted)
Live chat
ASOS Virtual Assistant
Hi ? I'm your ASOS Virtual Assistant, here to answer your Customer Care questions.
How can I help you today? Please ask your question in a short sentence so I can give you the best answer.
6:11 PM
Hello
6:11 PM
ASOS
Hello. How can I help you today?
6:11 PM
This is the third time in total that you sent me a wrong shirt
6:12 PM
ASOS
I'm sorry, please could you ask your question.
6:12 PM
Wrong item?
6:12 PM
ASOS
I'm sorry you've received an incorrect item. To get this sorted for you, please return the item to us and we'll refund you once we receive it. Need more information on your returns options? Find more details on how to return.external link

If you'd still like your original item and it's in stock, you'll need to place a new order.
Have another question? Please click one of the options below:
6:12 PM
My item is unreturnable (e.g. Face + Body products, pierced jewellery)
6:13 PM
ASOS
Unreturnable items, such as Face + Body products and pierced jewellery, can be returned if they are incorrect. We'll refund you once we receive it.
Do you have any more questions I can help with?
6:13 PM
Yes, I have another question
6:13 PM
ASOS
Please let me know what your next question is about so I can give you the best answer.
6:13 PM
Hunan help
6:13 PM
ASOS
I can help, please let me know what your question is in a little more detail.
Alternatively you can select one of the options below ?:
6:13 PM
Something is missing from my order
6:13 PM
ASOS
I'm sorry your order is missing an item. There are a few reasons why the item may not have arrived:
? Out of stock - the item may have been out of stock when we packed your order. Check to see if we sent you an email to let you know with details of your refund.

? Multiple parcels - Log into your ASOS accountexternal link and check your order details to see if your order was shipped in more than one parcel. One might still be on the way.
I can give you a more detailed response if you login to your ASOS account.
Thanks for logging in Kriss ?
Use the button below to view your orders. This might take a moment.
6:13 PM
View my orders
6:14 PM
ASOS
I can give you a more detailed response if you let me know which order your item is missing from.
6:14 PM
+1
ITEMS 3
ORDER NO. ***
ORDER DATE 23 FEB, 2024
NONE OF THESE

Previous
Next
Order No. ***
6:14 PM
ASOS
I can see that your order was shipped in one parcel - I'll put you through to our Customer Care team who will be able to help. Before I put you through, I need to collect a few details.
Can you let me know which item is missing from your order (if there is multiple, please list all items in one message)?
6:14 PM
Product code ***
6:15 PM
ASOS
We're connecting you to a member of our Customer Care team.
6:15 PM
Please bear with us while we transfer you to another team.
Surbhi has joined the chat
Hello
I didn't receive my t-shirt
6:15 PM
Surbhi
Hey Kriss, thanks for getting in touch with us today. Hope you are doing well.
6:15 PM
Instead I received a wrong tshirt
I'm okay thanks
Here?
Hello?
This is extremely slow communication
6:15 PM
Surbhi
I'm sorry to know that you have received the item incorrect. No worries, let me check this for you and help you accordingly.
I
I'm sorry for the delay in response it is happening due to tech error.
6:20 PM
Before you check I will mention that in the past I received 2 pair of wrong shoes and a wrong shirt and this is the fourth time it's happening
And I'm not gonna drive and send it back again
If you want send a delivery guy that will pick it from my door
And refund me or send me the right item + a pickup del guy
6:21 PM
Surbhi
I do understand the situation that you have received the wrong items so many times it is not ideal.
Can you please confirm what is the issue with the T-shirt that you have received from the order number *** this?
6:24 PM
Yes
I received a full purple t-shirt
But in the pictures it's a black with different colors on sleeves
6:25 PM
Surbhi
Thanks for letting me know.
Please allow me few minutes to check this for you.
6:26 PM
Okay thanks
6:27 PM
Surbhi
You are welcome.
Meanwhile, I'm working on your request. If you don't mind to share that how's your day going so far?
Can you please confirm will you return the item back to us and we will help you with the return cost of this?
6:27 PM
Sorry
No
You send me the right one
And schedule a pick up delivery
From my home
And ofc
I'll return
Otherwise no
It's more that enough
Shame on yourselfs
6:31 PM
Surbhi
Kriss, in your country we don't have the carrier facility so that we why we don't have the option for the return label just send the item back to us from the nearest post office we will wave off the return cost and after you will confirm that you are returning the item I can help you with the refund or replacement of the item immediately.
6:34 PM
No!
Enough!
You compassion needs to be to refund me without asking me for return or send me the new one in return
This is not the way you treat customers and mostly not the way to compassion customers for your mistakes
6:34 PM
Surbhi
Kriss, I'm sorry but without the confirmation that you are returning the item back to us we are unable to help you with this. I'd request you to please return the item back to us we will wave off your return cost as well.
6:36 PM
I will call my bank and decline the 15 amount of the tshirt
You can happily ban me if you want
I had enough of this
You lost your sense
This is absolutely absurd
You are wrong in every way
I will not make an appointment to a post office and then pay for the shipment and then wait for it to come to you(which sometimes it's lost in the way) and then you refund me and then I need to order a new one and then wait again for it to come and and also wait for the refund of the shirt and my return cost to be back in my bank account
6:37 PM
Surbhi
Kriss, I know the situation is not ideal but you will have to return the item back to us I can create the replacement of the same item as well immediately if you are returning the item back to us.
6:42 PM
You seems to have no common sense
You repeat the same answer
And also say it's not ideal
6:43 PM
Surbhi
This is the best resolution I can provide from my end.
6:43 PM
You think im a fool?
Best solution?
You need to correct it to the only solution you see
And I don't accept that solution
So find another solution
6:44 PM
Surbhi
I wish I could help you with this but this is the best solution I can provide.
6:45 PM
Only solution***
People need to see this chat
They will absolutely find it ridiculous
I'm am truly mad
6:46 PM
Surbhi
Kriss, you will have to return the item back to us I can create the replacement of the same item as well immediately if you are returning the item back to us.
6:47 PM
I need to cover and pay for your mistakes?
You keep repeating it and I'm telling you that I have no time and nerves to do all of this and wait again because it's your fourth time you got it wrong
6:47 PM
Surbhi
You don't have to pay for anything we will wave off your shipping cost once you will return the item you can share the return receipt we will immediately help you with the return cost as well.
6:49 PM
I am still paying
It's still coming down of my monthly budget
You think I'm rich?
Ah?
6:49 PM
Surbhi
Please confirm have you received same items wrong?
6:49 PM
In the past I received more that one Item wrong
And now the t-shirt
6:49 PM
Surbhi
I'm sorry for the experience that you are having with us. But as per the process we need confirmation from you that you are going to return the item.
6:51 PM
I will not return the item by my own. I will not make a appointment to a post office that is close after my work hours because if so you will also need to pay for the time I lost in work
And also I will not pay again from my monthly budget for the return cost
You understand?
6:53 PM
Surbhi
I'm sorry this is the best resolution I can provide from my end.
6:53 PM
Okay so you are really making me not choice anymore
I'll decline this item with my bank
And after that I will show everyone I can this chat and this ridiculous asks from you and the way you treat customers without even compassion yoir mistakes
I guess you are also anti-Semitism
If it was your citizens I have no doubt you will do it in other way
6:54 PM
Surbhi
Kriss, I'm not anti-Semitism this the resolution we provide for all our customer from all over the world.
6:57 PM
This is not a solution I'm sorry
You must stop call it a solution
It's make me lost much more
6:57 PM
Surbhi
The policy is same for all the ASOS customers.
6:57 PM
Instead of fixing
Lose time lose temporary money from my budget
Maybe lose some work time
And also the frustration
You are no humans
This is ridiculousI can't remember being this mad in a while
6:57 PM
Surbhi
I wish I could help you with the solution that you want but I'm unable to go ahead with this. This the best resolution I can provide from my end, We will wave off your shipping cost once you return the item show the proof of postage, we will immediately help you with the refund.
7:00 PM
Let me speak with manager
7:00 PM
Surbhi
Kriss, the manager will also provide the same resolution that I'm providing as we all work on the same tools.
7:01 PM
You understand you will lose much more than 15 pounds after many people in my country will understand what they will go through if you ship a wrong item?
And hopefully for the whole world
7:02 PM
Surbhi
I wish I could help you with this but this is the best resolution I can provide from my end.
7:03 PM
Okay
Let's make it public issue now
And I'll deal with you in other way with my bank
Absolutely robot answers
Like a puppet on strings
7:03 PM
Surbhi
Kriss, you are connected with the human and I do understand the situation but you will have to return the item back to us and this is the policy we follow for all our customers.
7:06 PM
If it was the first time then okay
Not the fourth
You think I'm working for you so I'll spend again time in a post office?
You can throw this policy to the trash
I don't care about this policy
This is illegal to ask me pay for return and then refund me
I don't even trust you that you will refund
You seems to be very criminals
7:06 PM
Surbhi
Kriss, the carrier facility is not available in your country that is why you have to return the item from the post office and please be assured you will definitely receive the refund after sharing the proof of postage of thereturns.
7:10 PM
Nope
Yoi repeat it
But i will not pay for return
7:10 PM
Surbhi
I'm sorry this is the best solution I can provide to you.
7:10 PM
If you want the you pay it from there to a post office here
If not
Then I won't lose again even a penny from my budget
I'm working hard
And I cannot do this
7:10 PM
Surbhi
I wish I could help you with this but this is the best resolution I can provide from my end.
7:11 PM
You customer service is the worst I've seen in my life
I hope you will sleep good at night knowing that you work for that kind of company who pee on their customers from a distance
7:11 PM
Surbhi
Please understand don't use this kind of words in the live chat even for yourself also we all are human being and we should respect ourself as well. I understand that the situation I know it is not ideal but this is the best solution I can provide.
7:14 PM
Only solution
I will correct you every time
I'm not nice now I'm sorry
You brought this
Not me
If I received my item correctly we wouldn't even speak
You know it's wrong
You know this policy is wrong
And absolutely absurd
Such a rich company
Treat me like this
7:14 PM
And I need to cover for your mistakes
That's why I say no
I will not be in that position again
Okay
I see
7:16 PM
Shivam has joined the chat
Shame on you
I will not accept this again
You have gone too far
I will stand my rights
So ignore is the answer I see
7:18 PM
This is also very likely expected from the perfect customer service
You just making yourself look even worse
The big Asos
Wow
I guess the good prices of items come with a lot of headache
Not worth it a t all
7:21 PM
Pooja has joined the chat
So not one wants to speak?

I returned the wrong parcel to the Asos warehouse. I reached out to the support through online chat, since this is the only way of communication. All I got back was the standard script that the warehouse will reach out to me if they find my parcel, and there is no way to raise an issue with them.

In my perfect world, the customer care should be able to check whether the parcel has been processed at least, and they cannot do even that. Of course, nobody directs me to the warehouse representative who could at least learn about this issue, so I spent an hour of my time just chatting in circles, and to no avail. Might as well have never started the conversation — they will never learn I lost the parcel with them!

(I do realise this was my fault, and they do not bear any kind of responsibility for this and yet I expected at least humane attitude, not listening to scripts over and over again)

I am making this complaint today out of pure frustration with this company’s policies. I have been advised by supervisor, Prince Arthur that there is no one above him that I can chat with in order to find resolve. As a first-time customer this experience has put me in such a negative headspace I don’t know if I can ever do business with Asos again, not to mention all the people that complimented me on my dress I now feel like I need to go back to them and tell them to purchase at their own risk.

To try and be as brief as possible here is a breakdown of what occurred:

• I placed order #[protected] on September 28, 2023. I ordered two of the same dress, in two different sizes for my 50th birthday because there were multiple reviews stating the sizing was off and the dress ran small. This was in fact true but luckily one of the sizes worked.

• Given that I knew I would be returning one of the dresses I made note of the “return by date” reflected on my initial confirmation email (please refer to the screenshot below) because planning a big party and tending to family that traveled from all over, I knew things would get hectic.

• Here’s where the problem lies. Today, November 6, 2023 (before the return by date noted on my email) I attempted to return one of the dresses however I have been informed by your customer service team but not anywhere on the email directly that the date provided is an estimate. Now I must ask you just like I asked your customer service rep Edgar and the supervisor Prince, how would I, a new customer know that the date reflected is an estimate? If nothing else please remove that feature from this “auto response email” as it is misleading, causes confusion and shouldn’t be used according to your customer service team.

I cannot tell you how frustrating it was to be repeatedly told that I should’ve read the return policy and yet no one could answer why would a customer view your return policy when they’re being told in black and white via email when they needed to return an item by. I’m still dumbfounded because where is Asos’ accountability for sending out misleading communications? Perhaps executive management isn’t aware, but the email does not provide ANY indication that the date reflected is an estimate and is solely based on the estimated delivery date. Now how is that fair? I would’ve never in a million years thought this company would not honor something they put in writing. I mean it really says a lot about the company’s integrity to me. I could totally see if I didn’t have this email, or it didn’t include a date then yes, I accept full responsibility for the error. But this is like me giving someone my phone number and then handing them a phone book and telling them to go and look my phone number up. It doesn’t make sense and no matter how I replied I was just told I should’ve read the return policy and so again I must ask why? The company sent me an email telling me when I had to return it by with no indication that the date listed is an approximation. When we shop at amazon, they tell us our return by date too. Could you imagine if Amazon would try to go back on the date they provided you with? They would honor it, so it just baffles me after chatting with people for over one hour and 30 minutes why I am now forced to write a formal complaint in efforts of being heard and accommodated. I even asked if a store credit was possible and all I kept being told was that “Our system won’t allow us to create a return label once it’s passed the 28 days”. And I’m sorry I just don’t believe that. I have previously worked in a customer service environment for years and there are exceptions to every rule. I refuse to believe that if one of the CEO’s family members or a friend or friend of a family member experienced the same issue that they would receive the same service or response as I did. And again, if I didn’t have the email I would consider myself completely at fault but I must ask again where is Asos’ accountability in this matter? That confirmation email should not include a return by date and simply should refer customers to the return policy for details seeing as how that’s all I was repeatedly told for over an hour. Removing that date will minimize the number of inquiries regarding returns are received, the amount of requests to chat with supervisors, and won’t leave customers feeling like they did something wrong. I am still in disbelief that this company would not honor what it wrote in an email that did not have any disclosures surrounding the date provided.

For reference here are my chat numbers #[protected] and [protected].

Courtney Burrell

Cell: [protected]

Email Address: [protected]@gmail.com

2 orders were due for delivery on the 14th oct now 30th no delivery sent 15 emails 7 live chats no reply from you i have now asked you to cancel these orders and refund me in full as you have failed to deliver the goods in the agreed date it is my right to cancel the order and receive a full refund as a loyal customer over the years i feel you have not dealt with my complaint like you should have. mac

The return and refund policy of ASOS is simply shameful and unfair to the consumer. They encourage you to spend a certain amount so that you can receive a discount voucher for the TOTAL PURCHASE VALUE. However, if you need to exchange one of the items, whether due to a defect or because the item doesn't fit you, that discount on the TOTAL PURCHASE VALUE is applied to the refund of a single exchanged item. I made a purchase of 4 items with them, and only one pair of pants didn't fit me. When I returned that item, I was refunded only $8, even though the pants cost $78 and the discount I received for the entire purchase of the 4 items was $60. This policy of deducting the refund with the discount for the total purchase is completely unfair to the consumer, who sometimes feels compelled to keep the unwanted purchase instead of returning it to a greedy company.

Hello guys, I recently made an order on September 30th, 2023. My order total came out to about $251. The order was supposed to arrive on October 4th, 2023. Tracking says it was delivered at 2:33 pm. I was not home at the time because I was working. When I got home at night that package was not there. I immediately checked the tracking and I noticed something odd. Lasership (the carrier they went with) usually takes a picture when they deliver packages. My package never got a picture confirming it was delivered to my house. I contacted their customer service the day after because I thought it was the typical case of scanned as delivered early but will do it the next day. They said they would investigate and let me know in a few days what would happen next. They contact me the next day saying they will refund me and then a few more days later they say that they will be deleting my account and not refunding me... This is crazy! I need my money back! Do not scam!

Message transmis -----
De : ASOS
À : LYDIE DUMASY
Envoyé : mercredi 27 septembre 2023 à 15:10:18 UTC+2
Objet : Your order’s on its way!
It should be with you soon.
ASOS - Discover Fashion Online
We’ve sent it!
Hi LYDIE, your parcel is on its way and it should be with you soon!
Order No.: [protected]
Order date: Monday 25 September 2023
Estimated delivery date: Thursday 28 September 2023
Track parcel
Delivery details
Delivery address
SONIA DALLANCE DE MELO
23 Murray Road
SW19 4PD London, UK
[protected]
Delivery method
Standard Delivery
1 item sent
Estimated delivery date: Thursday 28 September 2023
Columbia Winter Pass sherpa zip up jacket in cream
£90.00
Cream / M / Qty 1
Track parcel
Thanks,
The ASOS team

Ordered 6th August, items not delivered, spent £102.50. Now apparently have missed the returns deadline so ineligible for a refund. No longer need items and want to cancel or return for full refund. Have been unable to contact anybody from either asos or royal mail to help with this. Really need the money back. Very disappointed with service and in particular how impossible it has been to get any help from them at all.

My door got damaged because of the carrier of my Asos order. The carrier simply stacked the package through the door. So my door is broken now. How do you fix this? I can share video and photo to see how big the damage was because of Asos package piled up on the door. Before that, the other carriers simply left in front of the door, but this carrier chose to damage my door. I need urgent response.

I placed an order at the end of may, which I received, some of the items were poor quality and one of them I ordered two pairs of trainers (different colour so I could see which I preferred). I made a return online but unfortunately I became extremely sick before making it to the post office (I live in a rural area). I was off work for a month and unable to make the return. I contacted asos shortly after (2 days after the barcode I received was invalid) they were unhelpful and told me they would put me through to customer complaints and a manager. I didn't hear anything, so I contacted them again, 5 times I got told that it had been escalated to customer complaints so someone could help me. On my most recent 'chat' with them (which all seem extremely rehearsed and don't even read my messages and are the same exact reply despite who i talk to) have just told me that ASOS doesn't have a customer complaints department and that I have been lied to by his colleagues. And then refused to help me anymore.

I just don't know what to do.

I purchase clothes from Asos for years. I had a refund and they refunded my money. But my bank acoount was inactive and I informed them with my new bank account. I chatted for maybe ten times and I had to tell the matter over and over again. after waiting for 2 weeks, they sent me an email telling they cant find my refund. I contacted my old bank and they said as the account is inactive, the money returned to the sender, Asos in this case.

I went again on chat where I was informed that i was not getting my refund!

I recently made an order on ASOS last Friday and chose a nominated day delivery for the following Tuesday to be delivered at my work address. However, on Tuesday morning, I received an email from ***@asos.com apologizing that they were not able to send my order on the next day delivery service, which was quite disappointing. They put my order on the later delivery service, which is an evening delivery slot from 6pm to 10pm. Unfortunately, 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 cards or anything to show me that a courier has been trying to deliver anything at all. However, I received an email from ***@asos.com that the courier made an attempt to deliver last night, but there was no one to accept it.

I immediately emailed ASOS to make them aware of the situation, and I received an email from a customer service lady that they have arranged the courier to deliver between 9-5 pm on Thursday. I was quite relaxed about it until I received another email on the morning of 19/11/2015 that the courier tried to deliver last evening again. 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 was no one in and it was arranged for the parcel to be delivered on the next day within business hours.

I received a reply in a couple of hours that they spoke with the courier again, and they said they will try to deliver between 9-5 pm, but without any guarantees. At this point, I finally decided to call them and find out what was going on. I spoke with a lady named Karla and gave her the whole history of my problem. I mentioned that I am paying for a Premier service and obviously not getting one, to which she replied that the nominated day is not part of the Premier service. I found this quite amusing as I am getting a free nominated day only because I pay for my Premier Service. However, 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 9-5 pm. I hardly doubt that, as so far, the only thing I am getting is bad customer service, someone making decisions on my behalf for delivery options that I do not want, etc.

I have had 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 will send it right back.

So, I gotta say, I never actually ordered anything from ASOS.com myself. But, I was hearing all these great things about them on YouTube, you know? People were saying they were legit and all that. But, now I'm starting to think those YouTubers were just getting free stuff or something, because I've been seeing a lot of bad reviews lately. Like, a lot. And they're not just a little bad, they're like, really bad. People are saying they're stealing money and not giving refunds and stuff like that. And I was about to spend a ton of money on this site for my bridal party, you know? Like, I was gonna buy clothes for me and all my bridesmaids. But, after seeing all these reviews, I'm definitely not gonna do that. I mean, why would I risk losing all that money and not getting anything in return? And it's not just me, I'm sure a lot of other people are seeing these reviews too. So, ASOS better get their act together or they're gonna lose a lot of business.

But, here's the thing. I have this service with a team of lawyers that helps me out with stuff like this. And let me tell you, it's the best thing I've ever done. I pay like $38 a month for it, but it's totally worth it. They've saved me so much money and headaches, it's insane. And companies are always shocked when they get a call or letter from my lawyer. They never expect it, you know? So, if anyone's ever interested in learning more about this service, just let me know. I don't mind helping out.

Anyway, thanks to all the people who left those bad reviews about ASOS. You saved me a lot of trouble.

ASOS is a great website for shopping, with a wide range of clothing options from various brands. I particularly enjoy browsing through the newly added section to see what's new. However, I have noticed some issues with the charges for Canadian customers. When you receive your parcel, you are required to pay taxes, which can quickly add up if you have ordered a large amount. Although ASOS offers a 15% discount for Canadians, they do not advertise it, which is a shame.

The real problem is that some items are randomly shipped through DHL, which can result in big charges. For example, I recently ordered a pair of jeans for $50 from the brand Collusion, which I have ordered from before and was not shipped through DHL. However, this time, they shipped it through DHL for no reason, and now I have to pay $31 for a $50 pair of jeans. This is very frustrating, especially since it was a last-minute addition to my order. When I contacted ASOS, they simply told me that this fee would be charged regardless of the price of the parcel and that they couldn't control these charges because they were mandated by my country. They suggested that I contact my local customs office for current charges before I order, but this is impossible because they only 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 that you receive the DHL charges, so there is no way to prevent it.

Another issue is with returns. Previously, you could print your return slip and ship your items back through a courier of your choice, paying the shipping fee yourself. However, now they are forcing us to use a program called Rebound, which charges $22 just to make the returns notice and prepaid label. This is per order, so if you have three packages with only one item to return from each package, you will be forced to pay $66 to return just two pieces of jewelry and a swimsuit top. When I asked ASOS how this was fair, they had no answer and simply reminded me of the 15% discount they offer.

I have ordered from many US and UK companies and have never experienced so 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. I hope they develop a better system for Canadian customers soon, or else this will be my last purchase from them.

I was in dire need of some trainers as a gift for my loved one, and I decided to order from ASOS. I paid extra for next day delivery to ensure that the gift would arrive on time, which was on the 13th of February. However, I was disappointed when I received an SMS at 7am stating that my order couldn't be delivered on that day. The message instructed me to contact ASOS, which I did immediately.

To my surprise, ASOS initiated a 'return to sender' request at 1am, which meant that my order would be returned to them, and I would be refunded. I was shocked that a company would sell me a product with guaranteed next day delivery and then stop my order from reaching me at 1am. I was at a loss for words.

Unfortunately, I had no present to give to my loved one, and I had to purchase the same item from a competitor of ASOS who guaranteed me next day delivery. ASOS asked me to order from them again, but I was hesitant because they didn't know why they cancelled my order, and it was likely to happen again.

As a brand new customer who had never purchased from ASOS before, this was the first transaction, and it was the start of our relationship. I was extremely disappointed with their service, and I would give them 0 stars if possible. I wish I had checked their review ratings before ordering from them. They are rated terrible for a reason, and I advise you to buy from a more caring and organized company.

When I tried to make a formal complaint, I was told that I had to do it using their website, which was more for troubleshooting. After much hassle, I wrote a complaint, but the person who responded completely ignored all of my written text and treated me as though I was a happy customer checking on their order. It was very poor customer service.

The response I received from ASOS was unsatisfactory. They stated that my order was on its way back to their warehouse because I explained that I wouldn't need the order unless it arrived at a certain point. They were unable to resend my order to me, and they promised to refund the cost of the items and send me an email to let me know. They also asked me to allow 7 working days for my parcel to arrive at their warehouse and be processed. It may take 5-10 working days for funds to show in my account.

If I hadn't received a returns confirmation email by the 22nd of February, I was instructed to let them know, and they would look into it for me. They also suggested that if I still wanted the items and they were still available, I should order them through their website as normal. They were unable to place my order for me for security reasons. An easy way to do this was to log into my account, view the original order, and then add the items I wanted back into my shopping bag.

ASOS claims to make every effort to ensure that customers receive their orders on time and are happy with their service. However, my experience with them was far from satisfactory. I was disappointed with their service, and I hope they improve their customer service in the future.

So, I wanna share my thoughts on ASOS. I've had a few experiences with them, and let me tell you, it's been a bit of a rollercoaster ride.

First off, my first order went pretty smoothly. No issues there. But then, a few weeks later, I started getting this style magazine in the mail. I didn't remember ordering it, so I called up the magazine and found out it was from ASOS. Apparently, they included it with my order, but they didn't tell me that anywhere on the order page. So, I ended up getting signed up for a magazine I didn't even want.

Next up, I ordered a coat and a sweater. The coat was made by ASOS, and while I liked the style, I could tell it was cheaply made. It's made of stretchy cotton, and after only wearing it a few times, it started pilling all over the place.

Then, I ordered some shoes that weren't made by ASOS. I got a good deal on them, so I was pretty excited. But about a week after I placed my order, ASOS contacted me and said the shoes were out of stock and they were refunding my money. The thing is, their website still showed that the shoes were available in my size. So frustrating.

And finally, my most recent experience was with a pair of Shellys London shoes. I've bought this brand before, so I knew that there's a 2 size difference between UK and US sizes. I ordered a US 7, but when I received the shoes, they were a UK 4 and printed on the shoes it said they were a US 6. I contacted ASOS and told them I received the wrong size. I ended up sending and receiving about 8 emails, each time with a different agent. They kept telling me there was a "problem with the sizing" (even though the shoes clearly stated what size they were in US sizes), and they offered to send a replacement. But every time I asked for confirmation that they were sending the right size, they would tell me something different. It was like talking to a bunch of 13-year-olds who had been drinking Red Bull all day. In the end, they told me I had to return the shoes and order again, even though it was pretty clear that they would just keep sending me the wrong size.

Overall, I wouldn't recommend ASOS. It's just not worth the hassle.

I gotta say, I ordered from ASOS in May and it was my first time ever. I was pretty excited about it and even signed up for their premium delivery subscription. But let me tell you, it was a disaster.

So, the delivery company they used, EVRI, left my package in a totally unsecure spot in front of my house where anyone could see it. And wouldn't you know it, the packages got stolen. I contacted EVRI and they said I needed to go through ASOS for a refund or replacement.

ASOS apologized and said I would get a full refund. But then, a few days later, they sent me an email saying they wouldn't give me a refund and they wouldn't accept any future orders from me. What the heck? I had just bought their premium delivery subscription!

I tried to contact them through their chat function, but all they would say was that my account was being reviewed by a specialist team and they couldn't give me any more information. Finally, they sent me an email saying that the decision stood and I wouldn't get a refund or be able to order from them again.

The worst part is that they keep sending me emails asking me to review the dresses I bought and the customer service I received. But the link in the survey doesn't even work and they won't let me review the dresses because they were stolen!

I'm so frustrated with ASOS. They won't give me a reason for their decision and they're making it seem like it's my fault that the packages got stolen. And now they want my bank to handle the refund dispute instead of making a claim against EVRI like they should.

Honestly, I would never recommend ASOS to anyone after this experience. It's been a total nightmare and I wouldn't want anyone else to go through it.

I recently created an account on ASOS and placed my first order. However, I didn't receive the email confirmation and realized that I had made a slight typo error in my email address. I tried to correct it by clicking on the edit button, but I kept getting an error message. Later, when I tried to log in again, I was shocked to see that my account was blocked due to suspicious activity.

I contacted customer care, and they assured me that they would help me with my issue. However, every time I spoke to them, they told me that they couldn't help and that my issue would need to go to their specialist team. They also asked me to expect a response within 24-48 hours. Unfortunately, no one from the specialist team ever got back to me.

Since the incorrect email address was on my account, I wasn't receiving any emails to that address. I contacted customer care every 2-3 days, hoping for a resolution, but all I got was the same repeated message to wait for 24-48 hours. I even wonder if the people I spoke to on chat were humans or robots because they never seemed to read what I wrote and sent automated messages.

One customer care representative told me that they had corrected my email address, while others said that it was showing the correct email address on my account. However, someone else said that it was still showing the incorrect address, and since my account was blocked, no one could access it to change it.

It's frustrating because it was just a slight typo error, and I didn't notice it at the time. Even after I told them, several customer care representatives couldn't see it. It's been three weeks since I placed the order, and I still haven't been able to return it. I have asked if I can send it back by paying the postage myself, but I was told that I could only go through the online returns service.

I have contacted customer care so many times, and each time, I was told that they were unable to help and that they were only following protocol. On some occasions, I found myself being cut off abruptly. I even made a complaint, but I had to send it to customer care, which was frustrating.

I have also contacted my payment method, but they told me that each company has its own returns policy and asked me to wait for 48 hours. However, that was a long time ago, and I still haven't received any response. It's disappointing because I had 28 days to return the item, which I thought was more than enough time to resolve the issue. However, the 28 days have expired, and I still have the parcel with me.