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2.3 50 Reviews

ASOS Complaints Summary

16 Resolved
24 Unresolved
Our verdict: Dealing with ASOS, which has an average resolution rate, requires some diligence. Research their service in depth and read a variety of customer reviews for a balanced view. Approach any customer service interactions with detailed and well-prepared queries to facilitate a better resolution process.
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ASOS 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

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

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ASOS I lost $80 because of the app and customer service refuses to help!

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.

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ASOS Never received my purchase

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.

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ASOS An online return label will not create for me to return my order

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.

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ASOS Received the incorrect item and was not refunded for the cost to return the item or the taxes/duties paid for the item

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.

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ASOS Misleading information

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.

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ASOS I ordered shoes size 6.5 in 8/11

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.

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6:23 am EST

ASOS Bad quality

I ordered several items for my girlfriend from Asos as a gift. She told me that she liked this website and emailed me her wish-list, I chose something and bought.
Knowing that online stores are unreliable, I picked my address for the delivery, and I am happy I did this because my gf would be extremely disappointed if she received this.
Their clothes are pieces of junk. Did I pay a lot to get THIS? Really. It looked like a Chinese crap made of a very cheap material. Next day I sent it back and didn't even want to hear about their offers and alternatives.

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3:13 am EDT

ASOS Rubbish

Unreliable. I bought several items and paid for an express shipping. But got nothing instead. They promised to deliver within 5 business days, I ordered on Sunday, it's been 2 weeks, it's obviously more than 5 business days, it's 10 at least. I called them a couple of times, they said my items would arrive tomorrow. Unfortunately, it was just a lie to get rid of me. They probably have lots of people like me with same questions, so they just say something typical, that has nothing to do with the truth. That's how they are, there's no point in calling and asking them.

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12:26 pm EDT

ASOS Recalling packages

I placed an order on Asos for some clothes as a present for my sisters birthday. They were scheduled to be delivered 5 days before her birthday, which i thought was plenty of time.

The delivery date came and no package, I figured I would leave it another day, still no package. When I phoned asos they told me it had been delivered to me. Absolutely not, but they didnt believe me. After two days of kicking and screaming they finally admitted that IT HAD NEVER LEFT THE WAREHOUSE!

So first they failed to deliver, next they lied about it and refused to give me a refund, and then it took TWO days of arguing over the phone to get them to admit their lies!

I will never use Asos again. Absolute rubbish!

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Lisa Ellie
Nuneaton, GB
Oct 11, 2023 7:01 pm EDT
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I have now received used children’s shoes in ASOS packaging, labels etc twice now! Latest 2nd October 2023. Why and how I would like to know? If these are not ASOS (can’t imagine they sell used NEXT children’s shoes) who has made a serious GDPR breach with my information?

ASOS Customer Reviews Overview

ASOS is a popular online fashion retailer that offers a wide range of trendy and unique clothing items for men and women. The website offers a worldwide shipping service, making it accessible to fashion-conscious individuals from all corners of the globe. ASOS is known for its high-quality fashion collections that cater to the needs of fashion-savvy individuals.

The majority of ASOS reviews are positive, with customers praising the website's extensive range of products, competitive pricing, and efficient customer service. The website is user-friendly, making the shopping experience seamless and enjoyable. The delivery service is prompt, and the packaging is outstanding, ensuring that customers receive their purchases in perfect condition.

ASOS also caters to a wide range of sizes, including plus sizes, ensuring that all customers can find something that fits perfectly. The website's easy return policy further adds to its appeal, giving customers the assurance that they can easily return any items that may not meet their satisfaction.

Overall, ASOS receives excellent reviews from its customers, making it a reliable online fashion retailer for those looking for quality, unique, and affordable fashion items.

ASOS In-depth Review

Website Design and User Experience: The ASOS website has a clean and modern design that is easy to navigate. The layout is intuitive, making it simple to find what you're looking for. The search function is efficient and the filters help narrow down options. Overall, the user experience is smooth and enjoyable.

Product Range and Variety: ASOS offers a wide range of products, catering to various styles and preferences. Whether you're looking for trendy clothing, accessories, or beauty products, ASOS has it all. The variety of brands and sizes available ensures that there is something for everyone.

Pricing and Discounts: ASOS offers competitive pricing for their products. They frequently have sales and discounts, making it possible to find great deals. The prices are reasonable considering the quality and range of products available.

Quality of Products: The quality of products offered by ASOS is generally good. They source from reputable brands and ensure that the products meet certain standards. However, it's always a good idea to read customer reviews and check product descriptions for more information on specific items.

Shipping and Delivery: ASOS provides reliable shipping and delivery services. They offer various shipping options, including express delivery for those who need their items quickly. The tracking system allows you to keep an eye on your package's progress, ensuring a smooth delivery process.

Customer Service and Support: ASOS has excellent customer service and support. Their representatives are friendly, knowledgeable, and responsive. They are quick to address any concerns or issues you may have, providing a positive shopping experience.

Return and Exchange Policy: ASOS has a hassle-free return and exchange policy. They offer free returns within a certain timeframe, making it easy to return or exchange items that don't meet your expectations. The process is straightforward and customer-friendly.

Payment Options and Security: ASOS offers a variety of payment options, including major credit cards and PayPal. The website is secure, ensuring that your personal and financial information is protected. You can shop with confidence knowing that your transactions are safe.

Social Responsibility and Sustainability: ASOS is committed to social responsibility and sustainability. They have initiatives in place to reduce their environmental impact, such as using recycled materials and promoting ethical sourcing. They also support various charitable causes, making them a socially conscious choice.

Overall Shopping Experience: Overall, shopping on ASOS is a delightful experience. The website design and user experience are top-notch, making it easy to find and purchase products. The wide range of products, competitive pricing, and excellent customer service contribute to a positive shopping experience. ASOS's commitment to social responsibility and sustainability is also commendable. Whether you're a fashion enthusiast or simply looking for quality products, ASOS is a reliable and enjoyable online shopping destination.

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