ASOS
Reviews and Complaints

As a customer of ASOS, I have had a mixed experience. The website offers a wide range of trendy fashion items, but delivery times can be unpredictable. Customer service is responsive, but some orders arrived with items missing or in the wrong size. Prices are competitive, but quality varies. Overall, ASOS is convenient for exploring the latest trends, but be prepared for occasional hiccups.

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.

Yo ASOS,

I gotta say, this has been the worst online shopping experience I've ever had. I ordered some stuff on March 19th and returned some of it because it didn't fit right. But then I found out the card I used to buy it was stolen, so I closed the bank account associated with it. I told your customer service team about it and they said it wouldn't be a problem and I'd still get my refund. But then you told me the refund went to my closed bank account and I had to go to the bank to get a letter saying it was closed. I did that and you finally agreed to refund me to my current bank account.

But then I made another return on April 26th and asked your customer care team to make sure the refund went to my current bank account. And guess what? You told me the refund went to my closed bank account again. I've had to go back and forth with you and my bank so many times, and you keep telling me to do things to prove I don't have the refund, but then you still don't give it to me.

I'm so frustrated and disappointed in the way you've treated me. I've tried to be nice, but after over 50 forms of communication and months of this, I'm at the end of my rope. When are you gonna give me my refund? Please have someone with common sense look at my case and sort it out. I'm sure I'm not the only one who's been treated like this.

I made an order with ASOS on March 2, 2017. They had a discount with unidays offering 20% off instead of the usual 10%. I placed my order and the discount somehow did not calculate properly, so I contacted their customer service immediately through chat. I was told it wasn't a problem and I would be refunded 16.90. I was fine with that. About an hour goes by, and I get an email stating the refund was processed, and I would see it in 5-10 days. Time goes by about a week, and I contact customer service again, stating I have yet to receive the refund. I am then told, "oh, we don't offer refunds, you received the correct discount." I then showed proof of the original conversation and the email stating I was entitled to 16.90. And this was done after dealing with several reps because every time I would respond, a different rep seemed to get my emails. That alone made me angry. So one of the reps tells me my refund was sent to my credit card manually. So a red flag goes up. I paid with PayPal, how can you bypass PayPal and refund it to my card? I did not have one on file with them! I asked the rep that very question and was told it can be done and to wait the full 10 days.

So on March 15, 2017, I contacted customer service again because I still have no refund, and once again, I have to deal with several reps before getting a concrete answer. I am then told by one of the rudest reps there, "it hasn't been 10 days, only 9." Now I know I can count, and I insist it has been since this started on March 1. He, in turn, says they are counting from March 2, and the 10th day is March 16. He also requested I send my bank statement for that time period to show I did not get the refund, which I thought was odd, but I complied. Once I sent proof, I was then emailed again, "oh, you have to wait until after March 16, and if it still isn't there, contact them again."

At this point, I'm pissed. All this over 16.90, but I was determined to follow this through. It has now become about the principle. I then open a transaction error cause with PayPal, explaining what's going on, just seeking further assistance in this matter. So I go ahead and wait until March 17, 2017, and contact ASOS customer service again. Before doing so, I attempted to log into my account, and I get an error message, "your account has been blocked." Of course, I am now confused. Why would my account be blocked? I contact customer service through chat, and the rep tells me, "I see it's blocked, but I have to have another rep contact you." I asked, "well, can you at least tell me why the account is blocked?" The rep says, "no."

I then contact customer service through email on the same email thread I had been using, asking about the refund and the account block. I get an email back stating they are looking into it and that I don't need to send any more emails. So fast forward to today, March 19, 2017. I get an email saying the account was closed because I opened the case with PayPal stating fraud, and PayPal determined it was fraud, and the company took a financial loss because of this. Any orders I place in the future will automatically be canceled with no notice. WTF? Now I'm livid. I check PayPal, and they have not determined fraud and have not made a final decision. I was not given a refund for the 16.90, and instead of ASOS figuring out what was going on, they just decided to block me from future purchases. I have never been so disgusted with a company in my life. All this over 16.90. So recap, I still don't have the refund, my ASOS account is blocked, and I am no longer allowed to make purchases. Horrific, terrible, and most unprofessional company ever. I would recommend no one ever shop with them again. If they can be this petty over 16.90, imagine what they would do over a higher dollar amount.

This is the worst experience I have ever had with a company. I received a gift card voucher from a friend for ASOS and spent hours looking for maternity clothes on their website. However, after just one hour, everything in my cart was moved to my saved items, which was frustrating. I finally placed an order for $350 with express 2-day paid shipping so that it would arrive before my vacation. However, 24 hours later, I received an email saying that my order had been canceled due to "suspicious account details". I was shocked because my account had a confirmed email and phone number, an address under my name, and a less than 1-month-old gift card covering the entire amount.

I tried to contact customer service, but there was no phone number or email address available. The only option was to chat with someone who couldn't help me with my order. They told me that they had "escalated" my issue to a department that would explain what happened to me via an email that I couldn't respond to. After several chats on separate occasions and days without hearing back from the department, I finally received an email saying that they had unblocked my account and I could keep shopping. However, there was no explanation as to why this happened, no refund for the express shipping, and no way to respond to the email.

I am now left with less money on the voucher than before and no interest in ever ordering from or dealing with ASOS again. I can't even cancel the charge for the purchase of the gift card because they have put money back onto the card that I never want to use or see again. Half of the items I wanted to order are now gone, and the stress and lack of service caused by ASOS have destroyed the thoughtful and generous gift from my friend.

ASOS has not offered any explanation or compensation for this ridiculous fiasco. They have blocked my account for five days, and I can't even access the order or history of it. This company is a scam, and they should not be in business. I would not recommend anyone to order from ASOS.

I gotta say, I had a pretty rough time with ASOS. I mean, I know some people have had good experiences, but mine was definitely not one of them. Let me tell you all about it.

First off, I was pretty annoyed that I had to pay customs fees when I ordered from them. I mean, I get that it's a thing, but I wish they had told me before I made my purchase. I had to dig around on their website to find out about it, and even then, it wasn't super clear. They did give me a discount code to make up for it, but still.

Anyway, I was really excited to get my order because I had been looking for a 100% cotton sweatshirt for a while, and I found one on sale on ASOS. But when I got it, I realized that it wasn't actually 100% cotton. It was 95% cotton and 5% elastane. I mean, I wouldn't have ordered it if I had known that, you know? So I contacted customer service.

At first, they said they would just refund me and I could dispose of the item. But then, the next day, I got an email from a different customer service rep saying I had to return the item to get a refund. I didn't want to pay for return shipping, though, because it wasn't my mistake. So I tried to contact them through their live chat and email, but I didn't get any response.

Finally, I tried using a different email address and I got through to a customer service rep. But when I told them about the sweatshirt not being 100% cotton, they tried to tell me it was actually 95% cotton and 5% elastane. I had checked the brand's website and it said it was 100% organic cotton, though. When I showed them proof, they just gave me their return policy and told me to return it.

I asked them how I could make sure I would get reimbursed for both the item and the postage fees, but they didn't really give me a clear answer. They just gave me a chat reference number and said sorry, but there was no guarantee or confirmation or anything. I didn't want to risk spending more money and not getting anything back, so I just kept the sweatshirt.

I know some people have had good experiences with ASOS, but after my experience and reading some of the horror stories in other reviews, I just can't recommend them. They might seem trustworthy, but I don't think they really care about their customers. I won't be shopping with them again.

I had a really bad experience with ASOS. They told me that they were going to refund my items on August 22nd, but it is now September 2nd and I still haven't received any updates or refunds. I have been trying to contact them to cancel my premier shipping, but they keep telling me to email them and then say that it's not possible in their department. It's been a month now and they still haven't sent me a refund for an order that never even left their main shipping section for FedEx in the US. I had to harass their Instagram accounts and post negative comments just to get their attention.

I asked for a refund for my premier shipping, but they denied it even though I was asking their Instagram accounts before the two weeks was up. They didn't even send me an email in response until it was a week and a half too late for me to receive a refund. They blamed it on me instead of their inability to be accessible and contactable. You can't cancel premier shipping, you have to ask them to do it or you will be billed yearly. I have emailed them every day for three weeks asking them to cancel my premier shipping, but they ignore or refuse that request in every email.

I ordered 8 different orders and spent over $2,500 total, but every order was incorrect. The products would be the same brand as they said, but completely different products. You can't just easily exchange items, you have to return them and buy them again and pay shipping TWICE just to hopefully receive the right item. Every item except 2 of the just under 15 articles of clothing I purchased were sent in a different size than I ordered it in. My $500 jeans came with treads loose on the seams like they were used before or not the quality or brands they're claiming. True Religion jeans were sent with patchwork they would never do on their back logo, which leads me to wonder if they are fake. No True Religions I have ever seen had as sloppy patchwork as the ones I received. I ordered a sleep eye mask and got a heatable and freezable eye mask for eye bags? I need sleep, I don't care about the bags. I wouldn't have them if I just got the sleep mask in the first place!

They overcharge and trick young people because they used to be a good company, but now they are just a fancier Shein with worse customer service and incredibly higher prices. This brand has become a tacky outlet made to sell their cheap clothes of their own brand in hopes to gain notoriety, but their quality and complete lack of care for their mistakes and tricky tactics to scam people as much as they can will stop that from happening. It's disappointing, disgusting, and lazy. I could keep going on, but it makes me upset because they still haven't sent me money for a parcel I bought over a month ago that they know never made it to me. It's disgusting!

They finally told me that they were going to refund my items on August 22nd, but it is now September 2nd and it was just beginning to be processed on their end yet I have received no update or refund. They are refusing to cancel my premier shipping but say if you want to cancel it email them, but they said it's something that cannot be done in their department. I am so angered. I have multiple disabilities and am being treated like crap and completely ignored. I just want help and for them to give me my money and to stop ignoring me! Who would want to pay for items they never received? I don't understand. I just want my money back and for premier to be canceled. Stop treating me like I don't exist and don't matter. My money is mine, I worked hard for it, and it's hard for me to work. I just want my hard-earned money back. I couldn't even get the items shipped again because I bought the last of all of them and I was so excited to have something nice to feel pretty in. Why do you keep treating me like I don't matter? I just want my money back! No goods = Give me my money back! I don't understand why that is so difficult for this company.

I placed an order on 11.08.2017 for next day delivery and to this day I've yet to receive the items that I purchased. I got a message from the delivery company saying it will be delivered on 13.08.2018 but no information from ASOS as to why there is a delay. A few hours later, after I've selected my delivery time slot they sent out a standard message saying there is a delay and offering compensation to customers who paid for the delivery excluding the premium customers, so I sent an email about this but never got a response.

I contacted someone on their chat service about this issue on the day of the delivery as the delivery time slot had past and I still have not gotten my items and I was provided with the most unprofessional person named Tayyibah who would not help me and instead quoted me the terms of condition and then abruptly ended the chat telling me she can't help me anymore. As it was a Sunday I could not speak to anyone over the phone so I decided to call on the Monday and spoke to Hannah who was really sweet and helpful and tried to help me with the issue. She told me at the end of our call that she would send a confirmation email but I never got this.

I chased this up through the Facebook Messenger service and spoke with several people but none of them helped. I just waited for the delivery Tuesday and Wednesday in the hopes that it will turn up but again nothing so Thursday morning I decided to call DPD the delivery company, and to my surprise the package was marked lost. The girl I spoke with informed me that it was scanned into their system but no further information has then been put in since then.

So in a very infuriated state I called ASOS spoke to a rude guy named Ross who told me their system is down so he can't help and I just have to call back later, as you can imagine that made me even more angry. He should have at least offered to take down my number and called me back once their system issue was fixed but instead he hung up on me. I called back right away and spoke with a girl named Tamala, and miraculously their system was back up and she could now help.

I explained to her what the issue and she tried to help and promised that I would get a replacement for the items that I ordered that is now lost and also get a manager to call me back. I said to her that I want the manager to call me back in a few hours and that she would send me a confirmation email and again like the last time I never got the email and the call back from a manager never happened. To add insult to the injury an item that I sent back to be replaced for a different size on Saturday arrived while I was on the phone to Tamala, so this just added fuel to the flame.

I decided to call back after not hearing from a manager and spoke to Mary who was really rude and very condescending and refuses to put me through to a manager and said they have process and that I've told this already so should just wait. I called the head office to see if I can speak to someone in charge of the CS team but again no one can speak to me and was redirected by their receptionist to call the CS team.

I called the CS team yet another time and this time spoke with Rob who was very sweet and tried to help come to a resolution, I really thought that it was resolved but still left me very disappointed. Today, I get a message from a girl named Tasha through their Facebook Messenger not even via email to say they tried to replace the items but it's out of stock so they are just going to refund me the money but still send me the item that is out of stock, I should have at least been given the option to choose to get a different size considering I've mentioned on two occasions that I will be wearing it for London Fashion Week but no there was none of that.

I called to see if it was possible to just get a different size but was told no they are pretty black and white with replacements and that they can't do anything for me anymore. I am still very disappointed and definitely question whether I should remain a customer. Overall, my experience with ASOS has been very frustrating and disappointing. The lack of communication and unprofessionalism from some of their customer service representatives has left a bad taste in my mouth. While I appreciate the efforts of some of their representatives to help me, the overall experience has been a letdown. I hope that ASOS can improve their customer service in the future to avoid similar situations.

I recently had a terrible experience with ASOS. They are the most incompetent and abusive company I have ever dealt with. I wrote to ASOS about a pair of shoes that were given to me as a gift, explaining everything in my email. However, the reply I received from Alice was not helpful at all. She told me to return the item and if it makes it to their warehouse in 28 days, they will refund the product and the postage. I did exactly that and spent approximately $65 on postage to return the shoes. The shoes made it to their warehouse on April 14th, but they are now denying receipt of the shoes and not taking responsibility for Alice's email. They have been such jerks in their writing back and forth to me.

I can't believe how company personnel can give wrong information and cost innocent people to go into loss, not listen to them, close files without outcomes, and not care what or where the issue is coming from! I hope I can get them reported everywhere for such bad, down low, and degrading thing to me. They are liars, cheaters, and the most incompetent bunch of [censored]s running a so-called company. I hope they get all bad reviews and they shut down. I hope the evil catches up with them for their corruption. I am waiting to see their stupid company go down.

The first email below is the reply from Alice, which was not helpful at all. She apologized for the wrong size shoes but said they could only exchange items for a different size and/or color for customers within the United Kingdom. She instructed me to send the incorrect item back to them within 28 days, and they would arrange a refund. She also said they could refund my postage costs if I provided proof of postage.

Overall, my experience with ASOS was terrible, and I would not recommend them to anyone. Their customer service is terrible, and they do not take responsibility for their mistakes. I hope they improve their services in the future, but until then, I will not be shopping with them again.

I've been ordering from ASOS for about a year now and I have to say, I've never had any complaints. In fact, I was so impressed with their website that I wrote a review about it a few months ago. However, my recent experience with them has left me feeling quite disappointed.

I placed an order with ASOS on December 1st during their Cyber Monday sale. As usual, I received my order confirmation right away without any issues. On December 7th, I received an update saying that my package had been shipped, which was normal. Every time I've ordered from ASOS, they've shipped my order exactly 7 days after I placed it, and it always arrived on the expected delivery date or a day or two before. I never received a tracking number, which I found strange at first, but it was never a problem because my package always arrived on time.

However, this time was different. The expected delivery date was December 16th, but it came and went with no package in sight. I waited a few more days, but still no package or delivery notice. I started to get worried and decided to call my local post office to see if they had it. Unfortunately, they didn't. I even checked with my neighbor who had signed for my packages in the past, but she didn't have it either.

I decided to contact ASOS through their website and asked them to give me a tracking number so I could try to locate the package myself. I also told them that I had checked with the post office and my neighbor, but the package was nowhere to be found. They sent me an automated email telling me to check with my neighbors or any "safe place the driver may have left your package." They also said that if the package was not sent through a "trackable service," there was no tracking number available. I told them again that I had checked those places and there was still no package. I asked them what I should do next.

To my surprise, I received an email from an actual person. He told me to check with my neighbors again or just wait until December 25th to see if the package arrived. He also said that since the package was not sent through a "trackable service," they didn't have a tracking number and couldn't locate my package. This made no sense to me. How could they not have a tracking number? They're telling me that they just send out parcels without any way to track them? It sounded fishy to me.

I decided to call Canada Post customer service to see if they could help me. The lady I spoke to told me that she couldn't do anything without a tracking number. She also said that every single parcel shipped by Canada Post has a tracking number. She told me that until the parcel was in my hands, the sender was responsible for it. I was confused. Why was ASOS saying that they didn't have a tracking number? It made no sense.

I don't know what's going on with ASOS's delivery services. Maybe something is happening at the warehouse or their head office. Maybe they're just flat out lying to me about not having the tracking number. Whatever it is, it's completely unacceptable. I have a feeling that they just don't care about their customers. As soon as the merchandise has left their warehouse, it's not their problem.

Since I don't need the items I bought right away, I will be waiting until December 25th to see if they arrive. If I don't receive them by the end of the day, I will be asking for a refund. It's not the way I wanted to spend my Christmas. According to a lot of these reviews, refunds with ASOS are a nightmare. But if all else fails, I will be going through VISA.

It pains me to say that I will never be shopping at ASOS again. It used to be my favorite place to buy clothes, and I had so many things in my "saved items" that I just won't buy anymore. Their selection and everything about their website was the best, but their customer service and fishy "no tracking number" policy have turned me off completely. They lost a loyal customer today.

I gotta say, I'm pretty disappointed with the customer service I got from ASOS. I've ordered from them before and it was all good, but this time was a total disaster.

So, I ordered a bunch of stuff worth around $300 on September 7th, 2020. I made sure to put my current address as the delivery address because I've had issues with other companies in the past. But when I got the confirmation email on September 11th, I noticed that the delivery address was an old one of mine. I was at a funeral that day, so I didn't really pay attention to it. But when I checked my profile, I saw that the delivery hadn't even been dispatched yet and wasn't expected to arrive until September 17th. So I figured I had plenty of time to fix it.

I tried to find a phone number to call, but there wasn't one listed on the ASOS website. So I emailed and tweeted at them instead. They asked for my order number, birthdate, and name, and said they'd help me out. But then they wrote back saying that I had chosen the wrong address and they couldn't change it. I didn't choose the wrong address - the system glitched and picked the wrong one from my profile. And they didn't offer any solution at all.

I asked them to cancel my order because I couldn't get to my old address and I didn't want to deal with this kind of service. But they said they couldn't cancel it because it had been more than an hour since I placed the order. They told me to collect it from the wrong address or contact FedEx to return it to them. I was so frustrated and angry at this point. They asked for my birthday over Twitter, but then said they couldn't contact FedEx on my behalf because of privacy laws. What kind of company is this?

I'm not going to pay for merchandise that was sent to the wrong address and charged to my card anyway. I filed a dispute with my credit card company. This is not how a business should treat its customers. If this is how they operate, why bother having a company at all? These rules and regulations don't benefit anyone. They just make customers feel like their money doesn't matter. $300 is a lot of money for me, especially right now.

I'm really disappointed that I chose ASOS for my first shopping experience during COVID. I hope they take a good look at their core competencies and make some changes. This is not acceptable.

Asos is a company that I would not recommend to anyone. In fact, if I could give them zero stars, I would. My experience with their customer service was the worst I have ever had. They were unprofessional, misleading, and misinformed me. I purchased a pair of shoes for my son for ?130, which were not cheap value shoes, but they only lasted a few weeks. The glue attaching the sole to the body of the shoes came loose, letting water in. I contacted Asos customer service, who apologized and told me that I would be refunded on their return and provided me with a free return label. I explained that I needed to replace them asap as I had only one pair of school shoes. They advised me to order new ones and return them whenever possible, adding that the Christmas refund window would not apply to me since the shoes were defective. So I ordered a new pair of school shoes straight away and returned the shoes that were not fit for purpose.

When I returned the shoes back to them on their instructions, I got a very impolite, unprofessional email with terrible grammar and spelling mistakes and no punctuality being used whatsoever, as if an unsupervised 7-year-old had written it. The email said that the shoes had excessive wear and that they had posted the pair back to me. I contacted them and repeated that they had only been bought two months ago, which was still within and in compliance with their extended Christmas return policy. They were worn a few weeks to and from school, so my son couldn't have had the time to overwear them. I also told them that I had already been promised a refund due to being defective and that they should honor their promise. I also phoned them, and one customer adviser (or rather non-adviser) hung up on me when I confronted him. The other promised that a manager would call me, which they never did. Another told me it's their warehouse's decision who, apparently does not communicate with the customer service who instructed me to return the shoes for a refund. Another representative told me that she feels sorry for me and can see how wrong of them to say shoes have excessive wear instead of admitting its inferior quality. She added that it's not like they had been worn a year or something! She said she will try to help me but cannot guarantee anything as they have no power over the warehouse decision. I replied that their promises and guarantee of a refund don't mean anything, Asos does not honor them anyway. She put me on hold, and after a long agonizing wait, she came back with a change of tone and contradicted everything she previously told me (these calls are recorded right?) saying that the warehouse decision cannot be overridden, not even by a manager if he or she ever existed. So their warehouse, who do not check customer account to read notes left by previous customer representative confirming the return instructions I was given, are the law above all!

After I emailed them back and complained, they instructed me in an email again to send the shoes back to them to have another inspection, and they provided another free return label. The shoes never arrived. So I contacted Asos asking why they hadn't returned them so that I could repost them for a refund. They got back to me to say that I was given wrong information by the previous adviser who told me to send them for a refund and that I cannot return them back to Asos as once a refund is rejected, it will always be rejected, and the free postage won't be possible to provide me with. They also said that my shoes were left with a neighbor (which their courier never had the courtesy of leaving us a notification that they are leaving the parcel at and which neighbor), I never instructed them, by the way, to leave my parcel with a neighbor who I don't know. The neighbor they left the parcel with never brought it to us, as they must have assumed that we were lazy and couldn't bother to collect our parcel from their house, thus we really had no idea of this. So Asos courier service is as bad as Asos customer service.

I confronted Asos customer service, sending their previous email, which read that Asos requested me to send the shoes back for re-inspection and provided me with a free return label, which contradicted their current email. I said that free returns label couldn't be generated. They never replied. Their silence is deafening.

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

Update: I returned the shoes despite their unstable emails since they blocked my account, email address, and hung up on me each time I started talking. Their written email to this was that since I opened a dispute on PayPal, they blocked my account because they lose money. Well, tough, you lose money, I lose money, and the shoes. Where is my money since I returned them the second time on your written instructions? They also said that since they blocked my account now and I now have no account, they can't refund me.

They also contacted PayPal to say that I returned the item not in its original condition. Well, I told you that the item was used and fell apart, and you told me that meant the item is defective, so why now say the item is used? PayPal then asked them if the item is now in their possession and gave them the time limit to respond. Four days passed, and PayPal sent them several messages to get the answer. Absolute silence. Royal Mail tracking confirmed that they received it, giving the time and date. So they knew they couldn't deny it, and their best option was to stay silent and hope for the best.

In the end, good old PayPal refunded me. Shameless company. I was going to take them to CDRL (independent online complaint company) then small court.

Asos customers who feel victimized like myself, robbed of their pocket, we have to stand together.

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)

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.

I recently had an experience with ASOS that left me feeling frustrated and disappointed. I returned two orders about two weeks ago, requesting a refund. ASOS supposedly provides no-hassle free shipping AND returns. You'd think this is a great perk for the customer, however, their return procedures are flawed. Customers should beware.

I waited the 10 days before reaching out about my return as ASOS says returns take up to 10 business days. When I received my packages they included return labels and instructions for making the return. Their marketing on their website and return instructions within the shipments tote a hassle-free process. You're simply supposed to remove the original shipment label on the package, replace it with the prepaid return label (paid and provided by ASOS) and then either leave it for your mail carrier or drop it in your local neighborhood mailbox bin for USPS to pick up. I did exactly as the instructions said.

When I contacted ASOS regarding my return orders they asked for proof of postage and said it was the responsibility of the customer to 1. Add tracking to the return package and 2. Also insure the items that are being returned. These steps are NOT included in their return instructions. When asked what is proof of postage, I didn't receive a concrete answer. After telling them that the return instructions DO NOT mention these additional steps, they resent me an email with the same script, repeating that I need to provide proof of postage and until I do that there is nothing they can do.

I then asked them why they wouldn't know the tracking information for the return label that THEY provided. They then sent me an email saying they looked up the tracking for they return labels they provided and said it came back as invalid. SO THE TRACKING NUMBER FOR THE RETURN POSTAGE ASOS PROVIDED IS INVALID? AND SOMEHOW THAT IS MY RESPONSIBILITY AND FAULT? They also looked this up for only one of the package orders I returned. So in a subsequent email, I asked them to track the other second package. The tracking number that was assigned turned out to be the SAME as the other package they supposedly looked up: ***000SSN1.

ASOS are frauds. To end, the last email I received from them condescendingly advised the following I can suggest contacting the carrier you returned your items with and asking for proof of postage or a tracking number. HOW AM I SUPPOSED TO DO THIS? GO TO THE POST OFFICE AND ASK FOR PROOF OF POSTAGE FOR PACKAGES THAT ARE NO LONGER IN MY POSSESSION AND HAVE BEEN MAILED 2 WEEKS AGO? ASOS is a joke, and they do not care about their customers.

I have scrolled through several customer review sites including this one, and this issue with refunds and returns goes back for YEARS. Why haven't they updated their return instructions on the slip included in packages stating that customers should add tracking AND insure their items? It's because if they did, the return wouldn't be considered free. Instead, they place blame on the customer on the backend and refuse to honor returns.

Save yourself the stress and money. Do not purchase goods through ASOS. I'll be submitting this review on other sites. Hopefully, it helps others who review businesses before giving them their money. I will from now on.