When I wrote to asos customer service, they offered some advice to check with the local delivery. (in 78 reviews)
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I have placed my order last Friday and as I was not in the country at this time and I have picked up a nominated day which was the following Tuesday to be delivered at my work address ( which I use most of the time for my orders with ASOS). On Tuesday morning I have received an email from email@example.com that they were really sorry they were not able to send my order on the next day delivery service (this should not be on the next day service as they had plenty of time to dispatch since Friday), but to make sure I will get it they have put it on the later delivery service (which is evening delivery slot from 6pm to 10pm). Obviously 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 card or anything to show me that a courier has been trying to deliver anything at all, but at the same time I had an email from firstname.lastname@example.org that the courier made an attempt to deliver last night, but there were no one to accept it. And this is where the nightmare started. I have emailed ASOS to make them aware about the whole situation and I had an email (18/11/2015)from customer service lady that they have arranged the courier to deliver between 9-5 pm on Thursday (19/11/15) to which I was quite relaxed about it. This morning 19/11/2015 I had another email that the courier tried to deliver last evening again and 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 were no one in and it was arranged the parcel to be delivered on the next day within the business hours. I had a reply in a couple of hours that they spoke with the courier again and they said they will try to deliver between 9-5pm, but without any guarantees to which at the point I finally decided to call them and to find out what is going on. I just spoke with a lady call Karla and gave her again the whole history of my problem saying to her that I am paying for a Premier service and obviously not getting one to which she replied the nominated day is not part of the Premier service (hahaha can you believe this girl???)) Actually I am getting Free nominated day only because I pay for my Premier Service, but 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 9-5pm. I hardly doubt that, as so far the only thing I am getting is bad customer service, someone make decisions on my behalf for delivery options that I do not want, etc...
I have had a 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 I will send it right back.
Asos is amazing. I have been ordering from here for over 5 years granted the stuff was better then , but if you search right you find good quality for good prices. Their delivery is always on the time specifies and £9.95 for a years free next day delivery is genius I wish all onlineshops were so easy and convenient
Ask for an exchange and get a refund in ten days. When customer services were emailed I received no apology for the inconvenience just told to buy the item again in the correct size. When questioned why has this happened? I was advised this happens regularly if the item is out of stock or of a different colour. (I know this wasn't the case when on the product as I checked daily.) Do they not understand people don't have another £100 to spend whilst waiting up to 10 days for a refund?
I'll be returning the rest of my order and spending my money with a more competent company.
Satisfying product quality and one of my most trusted site.
Had fitting problem and item was a bit different from description previously, but problem was resolved fast and refund process was efficient.
The only cons for for me is the price is more expensive recently.
Asos sent items that were the wrong fit. The item comes in a little plastic packaging bag which can't be used to send an item back. The return form online is useless because they do not privide any other option other than paying to have it sent back at FedEx or UPS. Not shopping on asos again.
I have ordered from this website several times, and every time I either face a delay or wrong order(size). Yet, the last time was even worse! I placed and order 2 months ago and still did not receive my items.They keep on telling me to wait until the mid of the month, end of the month and so on, but I did not receive my order yet, and lost my money! now I do not even get a response to my emails!
I ordered a bunch of clothing items and paid for an express delivery which stated that I would get my goods today (Friday) but I haven't received anything. When contacting customer service, they did nothing but say that I just had to wait til Monday which is one day less than a standard delivery. Also, they would not refund my express delivery fee now. Instead, I have to wait til the parcel arrives and then contact them again for my money, even though customer service could see that my parcel hadn't arrived. There is a reason people order express delivery!!!!! Last time I'm ever shopping at asos.
I PLACE AN ORDER WITH ASOS ON LINE FOR $580 DOLLARS I ALWAYS SIGN FOR MY GOODS TO BE SURE I WILL GET THEM IF AM NOT HOME I GET A CARD IN THE POST AND I GO TO PICK IT UP
THEY LOST MY PARCEL AND NOW THEY ASKING ME TO GIVE THEM A OTHER ADDRESS TO SEND MY GOODS REALY HOW CAN I GIVE THEM AN OTHER ADDRESS I ONLY HAVE ONE HOME AND THEY WILL NOT REFUND ME MY MONEY NOW I HAVE TO TAKE THEM TO THE FEAR TRADING DON,T BUY FROMTHIS COMPANY THEY ARE THE WORST
Ordered an overcoat, and got express delivery for $15. From the UK to Canada that's a really good deal I think. It was estimated that it would have taken a week to get here, but instead UPS got it here in Waterloo in less than two days. Extremely satisfied with the product, the fitting was perfect. Unfortunately the duties costed me $76 CAD as the coat itself was $240.
Asos is using Hermes as delivery company. H doe not have phone number or address to pick up your own parcel in the event that you miss your parcel. I am never at home because I work in the mornings. I called ASOS and explain this case and asked them to use other Currier or deliver evenings, They then suggested that I could get a return, Period.
No help whatsoever for me to get their items. they did not care about finding the way to send it to me and instead . They would prefer not to sell me but keep on supporting and using Hermes as courier. I am gosmacked
Over a month ago I bought two watches on this website. One for my father, the second - for yourself. But I got nothing. NOTHING.
When I wrote about this in the customer service, they promised to send me a replacement. But it turned out that this watch is out of stock and Asos decided not to return money. They just blocked my account. I was left without a watches and no my money. Today I appeal to the Internet Crime Complaint Center (FBI) with a complaint about fraud Asos site.
Tip for consumers: People! DO NOT BUY on this site, if you do not want to lose your money!!! There are many reliable sites, with lower prices and good customer support.Ask Zhansultan about ASOS
I think it's the worst shop online of the whole net. I ordered three goods. A tie, a buttondown shirt and a pair of shoes. None of those goods were ok. The tie was junk, but I held it cause the repay was too complicated. Today arrived the shirt and the shoes. NONE OF THE SIZES WERE WHAT I'VE PAID FOR! the buttondow was 2 sizes larger than the one I ordered "XS and arrived M". The shoes were rubbish and they sent me the 13 size. As you can imagine, a guy 1,78 metres tall hasn't feets as long as thay one, in fact I ordered 11. trust me, don't use this kinda dread site. Add insult to injury, I gotta wait for 1 month for the refund.
I made an order of over £300 pounds on asos and paid for next day delivery. 7 days later I have not received my order and their service provider said they tried to deliver twice but when I asked for proof they did not provide. I live on a 24 HOUR concierge serviced building so I dont ever have a problem with deliveries but this is the second time asos fail to deliver and order I made.
I asked for refund and they know I havent received my parcel but still wont give me a refund. If you dont want a headache dont order from them.
I could wax rhapsodic and go on and on about this retailer. They offer clothing, accessories, and the like for men and women; they get new inventory everyday and for a nominal price annually, they offer expedited 2 day shipping world-wide. Their prices are competitive, and customer service responsive, courteous, and awesome :-)
Tip for consumers: Watch out for their phenomenal coupon codesAsk Ranjan about ASOS
I tried to purchase the Keds Champion Taylor Swift Kitten Peek-a-Boo Plimsoll Trainers for
$93.00 and after a long conversation with ASOS they realised that they are not available for Australians to purchase, even though it was on the Australian site. I tried to ask a couple more questions but was disconnected from the conversation. I am disappointed that I did not receive an apology about their false advertising, and that they didn't accept my offer of paying extra for them if they are available to other countries.
Did not receive my order, even when I have paid the extra express delivery fee.
When I did reach out to find my parcel, I was taken on a joy ride and in the end left on my own to contact the courier company. I would have done this except, the number given to me was disconnected. Customer service was inefficient, courier service was absolutely terrible. I still have not received my parcel, it has been a week now.
All because, ASOS cannot/will not help me contact the courier company to solve this issue.
Very disappointed at ASOS and the way they handled the situation, terrible shopping experience.
This used to be one of my favorite online shopping sites, and now I am very reluctant to shop there again.
I purchased a suit for a wedding as part of the bridal party. The jacket had no tags on it and it was tiny. Via email, I asked for an exchange. "Stephen" was very friendly and promised an expedited replacement. After a week I contacted the company again. "Martin" was cagey and would not refer me to a supervisor nor give a phone number. Ultimately "Nafisa" said replacements were not allowed for US customers. I'm apparently stuck keeping this tiny jacket and normal sized pants. Beware, this is a foreign company with bad Chinese made products and no phone numbers.
I recently bought a few items from them, expecting decent quality for the price. They do have some unique and/or hard to find items, however way overpriced. One of the items were small gold cartilage earrings, that in a week turned black. As much as I dislike forever21, they basically have the same junk.
Do not trust this company at all.
I ordered some shoes from this site and received an email stating that my order was unsuccessful. Asos stated that I needed to give them either a copy of my passport or my driver's license! Along with clarifying some more information. You do not need to give companies your personal information, this includes passports or driver's licenses! That is extremely dodgy.
However, I read on and found out that they wouldn't have taken money from my bank account until I given them the information they wanted. I wanted to check with my bank anyway, given them a call and found out that they have received my money! I am now in the process of getting my money back and thinking about legal action if necessary.
Bottom line - they may have some good products but do stay away!
I've only ordered from ASOS once but purposely ordered from the 'petite' range as I'm quite small and thin. I find it hard to order clothes online and was very excited to see they had a special 'petite' section.
I ordered about 5 different things and they all looked very nice in the photos, all on petite sized models and it fit them really well, looked really fitted and flattering so I thought this was how it would look on me also. However this was wrong to assume because I couldn't believe how large each item was upon arrival, they looked so small in the photos but were baggy and large in real life! None of the clothes fit me properly, they were all extremely long (came down to my knees when they were supposed to be mid-thigh) and baggy around the waist. One dress was an off the shoulder style and looked very elegant in the photos but in real life it kept falling off my shoulders because it was just too big. I was very disappointed as it was a beautiful black dress with lace sleeves. It was the same problem with the rest of the clothes.
I also ordered a pair of black wide fit platform heels (only kind available was wide fit) and they were bigger than I thought. I have small feet and ordered UK size 3 / NZ size 5 as this is my usual size but they seemed more like UK size 4 in real life and are on the verge of looking weird on my small feet. They are also made of leather and the straps cut into my feet, they are very stiff and I've tried multiple times to loosen the leather but it never seems to work or make a difference. As a result the shoes are quite uncomfortable and hurt when I walk in them.
I gave ASOS 3/5 stars because the delivery was pretty quick and also free (unlike so many other online shopping websites) and I did quite like one dress, I've been wearing it even though it's quite baggy. Although I don't think I'll wear the rest of my purchases so I feel it was kind of a waste of money as I spent quite a lot for each item.
Not sure if I'll buy from ASOS again, I can understand it might be great for non petite people because the clothes will probably fit better. But would not recommend this website to any petite people, even buying from the 'petite' section like I did.
I have never bought anything from them until recently because they were always too expensive for me. But now that I'm in college, I get a student discount, and it's more convenient for me to do my shopping online. I bought 2 dresses and 1 shirt. The shirt had a zipper on the back that would only go down halfway, so I couldn't fit into it, and one of the dresses was completely transparent, and looked like it was made from cheap material; not at all how it looked on the website. The third was fine but it wasn't the right size, so I'm returning all of them. I was really disappointed, I always figured that with such high prices their clothes would be high quality.
I have been using Asos for the past 2 years, and have found their customer service to be poor whenever ivd had a problem with my order. My most recent experience is the worst I've ever encountered though! I ordered an expensive pair of shoes, they arrived on time but had 2 nails sticking up through the inside. I sent them back and requested an exchange, clearly writing what the fault was. It always takes a long time to get a new product sent out, but this time it was taking longer than normal and I had to send a chaser email. Funnily enough, after they emailed back the shoes were despatched. They gave an excuse that they had been busy. I noticed then that they had despatched to my home address despite my original order going to my parents. I emailed to explain I wouldn't be in and it was an issue. I ordered a new pair to my parents address and asked they cancel the other order. The replacement pair actually turned up on the Sunday but they had a large black stain on. I sent them back, and awaited the second order. When it arrived, I was disgusted to find they'd send me back out the pair with nails in again. I was furious. I have been in contact with them on Twitter and found them to be unprofessional and unhelpful. I've asked for it to be escalated as I'm not happy waiting 7 days for 2 refunds. They said they would pass to escalation team, and I've had to chase them twice about that already! I'm never using them again, they are a complete cowboy company!
I've ordered here four times each time my package comes within 4 days and that's with standard shipping. They have really cool stuff that is more fashion forward than what everyone else is wearing. I ordered two really cute bags, a huge knitted scarf for the winter, jeans,two pairs of shoes that I love and a couple others I don't remember at the moment. Everything is of good quality. The only bad thing is some stuff is a bit pricey but if you scope enough you can find awesome deals and some things worth splurging for. I would defiantly recommend this site!
One could probably gather from my Yelp reviews (20 five stars, 2 four stars, 1 three star, 1 two star, and 1 one star), that I typically write when I have exceptional experience with a business. I like to write reviews because it's my token of appreciation and high hopes it will help one gain more business. I rarely go on to write something negative because it's usually not worth my energy; Maybe someone painting my nails was just having an "off" day.
Anyways, I first ordered from ASOS two years ago. My order took much longer than anticipated, but I was inevitably happy because what I ordered was cute. So, speed up to 2015 and I decide, hey, why not order again? The company has grown and I am sure their service has improved.
NOPE. It got worse. Instead of coming late, it didn't come at all. I ordered my package on 7/22, and UPS said it was set to be delivered on 7/30. Funny thing is, is that it ended up in my hometown!! And then sent back to the UK without any attempted delivery.
So this is why I am writing and why I am still infuriated. I went online to call customer service to figure out what the deal was. Well, ASOS doesn't have a customer service number.
Your options: Submit an email, TWEET them, or facebook them. Mind you I am a millennial, yet even I don't have an active facebook account. And Twitter? I haven't used since 2013.
I tried submitting a comment with their "email us" button (they don't even have an email address you can directly send a note to) and of course it wouldn't send. So, I got onto Twitter to send them three, 140 character public messages because there was no other way for me to get in touch with them.
Let me repeat, I had to get on TWITTER and TWEET them I had an issue. They have a designated Twitter handle for customer service who @ me.. They wanted me to "DM" them my order number. Do you know what that means? Exactly.
This is 2015 and I am all about leveraging social media, but really ASOS? I need to contact you via social media to try to figure out why I was charged three weeks ago, yet never received my package??
So you want me to use social media? Fine. I will happily blast your company so now all my connections can tell all their connections and their connections how much your company sucks.
But hey, at least your clothes are cute.
I've ordered lots of staff from asos.com and I love the service. It has all the possible convenient tools that help to make the right choice.The only thing I can not do is to touch :))) Only once the ordered boots appeared to be of unexpectedly low quality :( But that's ok as all the other things are great! Thank you!
ASOS is great... if you receive your orders. That's a big IF. I ordered from them the first time last year and my package never arrived- customer service sent copy-paste messages telling me to wait longer when I contacted them. Finally, after 2 months of not receiving anything, I hounded them for a refund. I FINALLY got my refund a month after that. I should have just left well enough alone but I had a friend who swears by the site and insisted it was just a one-off bad experience. Not so. I placed another small order early this year. Same thing. Terrible customers service, didn't even get what I paid for. What a load of junk. I don't want to fault their employees- it's not their fault, ASOS just needs to re-vamp their whole delivery process! Take a note from Amazon, guys! They are great at delivering things (on time, too!)
The standard delivery clearly states within 4 working days.
However it took about 2-3 weeks for Asos to deliver one item to my home and now I can myself having the same problem as I have made an order three days ago and it still can not be tracked. Very disappointing!
This is one of the worst online shopping experiences. The site works great but once an order is submitted there is no promise it will be accepted and processed.
Later in the day after submitting my order in which I paid expedited delivery. I received an email saying my order was canceled. I was asked for a copy of my ID and credit card statement to confirm my identity. I immediately supplied this information (I assure you it is legitimate and had no discrepancies). 24 hours later I received an email that my account is canceled and any attempt order would not be accepted. There is no phone number to call and the customer service team chooses which emails they want to respond to.
I have been shopping with them with no hassles, until I ordered for wristwatches that never came, that's when they did not refund my money. customer service keeps telling you stalling then later said they had transferred my money back, but there is still no refund in my account... its terrible.. NEVER GOING BACK THERE!
I have been Asos customer for years. I am also a Premier member. The delivery experience is horrendous. I am supposed to get a next day delivery. Their delivery company makes no attempts to fulfil this and instead puts an attempted delivery note on the online tracking. When I contacted Asos customer service they said no delivery attempt had been made and they are not sure why. This happened following 3 days again and again. Me and my partner made 3 following orders and same thing happened again. No attempt to fulfil next day delivery and item arrives in 3-4 days time. Information on tracking will say delivery attempted. In reality when the item is actually out for delivery we get a text message informing us. I contacted customer service again and requested a refund for their Premier service that they are not actually fulfilling. Whilst they apologised they completely ignored my request. Apology is just not good enough anymore. I will not be ordering again and what a shame as I used to be a number one fan.
Ordered two item. One was on sale and the other was not. One item came in wrong size. Contacted asos did not hear from them nothing. After 3 days i messaged them on fb and was a total joke no one took my problem seriously. It took 6 days to get everything sorted.( nothing actualy got sorted) as i got a refund for the item that came the wrong size. And they are telling me i had a discount on the item on sale when i didnt. Customer service was the worst ever! Never had such a problem before. So much anger because of them. Terrible never again.
Bought bathing suit bottoms twice from Asos and had to return them with a $4 shipping fee to me each time not refunded. I finally decided to stay with the size they sent me even though it seemed a bit large. Hard to deal with UK companies as far as shipping goes but their customer service was EXCEPTIONAL!
Why do you , you know what I can't be bothered the way you have treated my daughter is totally disgusting . You say you are giving her a refund dose that include interest as she hasn't recieved it yet :( let me guess private message you and it will get lost In translation. I'm sorry but I'm not going to let this become a regular feature of your customer relations procedure for much longer according to fb if u dig deep enough loads of customers receiving inadequate service . A shambles shame on u
it is good site,the price is very low , the quality is amazing.
I am a regular ASOS shopper and have been for years now. They stock a great selection and provide free deliveries and returns. The only problem I have ever had is that deliveries do not always arrive on time but customer support are always quick to respond to and solve any problem or queries.
The extent of this company's incompetence is appalling.
I ordered a 3 pack of t-shirts and a pair of shoes.
The shoes are 2 RIGHT FEET. Not only that, One is a size 9 and the other is a size 9.5! NOT ONLY THAT, I ORDER A SIZE 10.5! NOT ONLY THAT, THEY SENT THE WRONG SHOE! That's 5 mistakes on one item.
THERE WERE NO SHIRTS IN THE PACKAGE EITHER!
They immediately refunded my order when I got them on the phone, which was nice. But I asked customer service if they could offer me free shipping to keep me as a customer and I would gladly replace the order. And they said NO! Not even to rectify their own incompetence. Now I have to waste time shipping their mistakes back to them.
I've been shopping at ASOS for a little over a year now and I'm just as in love with it as I was when I first started purchasing from here. Their clothes always come when they say they will, they fit nicely (Usually true to size) and look the same as they do online. Only problem is that they take a long time to be delivered, sometimes 2-3 weeks depending on how busy they are but other than that, amazing. They also always have great sales going on and great deals so it's definitely worth checking out. Probably half my wardrobe is from ASOS, now
Last week I made my first purchase with ASOS, items got delivered in a week (I'm located in Texas). I purchased a denim shirt, a skirt and earrings and everything looks perfect, very good quality and good price :)
Before purchasing I measured myself to make sure that everything fits and I'm glad I did, all this international measurements thing can be pretty confusing and different retailers have different measurements for sizes so make sure to measure yourself so you won't end up sending stuff back.
Definitely would recommend this site :)
I was regular Asos client.
They are promises easy returns... Well I sended twice and... I did not sów my money and items.
They have problem with find it!
Any onest answer, Any help.
Just asking about unexisting documents...
Never ever again!
I honestly don't know what to say, I couldnt even get my order delivered because ASOS kept cancelling my orders and telling me that they needed passport, drivers license, credit card with last four digits and name showing and my personal bank statement to verify my account. I don't understand the need for all the personal information. I used my mastercard, which i've used for flights, and orders from victorias secret. They cancelled my order twice.
When I emailed them they sent me very unhelpful, patronizing and generic emails which just frustrated me further. Don't order from them, you will just have problems and they won't bother to help you figure it out and find a solution.
-Due to a system error, the express shipping that I had requested had not gone through. I needed this immediately, and due to this, it was already a day delayed.
-I had to cancel the order so that I could re-order it.
-Of the two dresses I was sent, one was a wrong dress (also in the wrong size)
-I returned both and was only partially refunded.
So disappointed by these endless problems, on just one order!
Ordered some scarves and ties for my husband and everything went smoothly the delivery was quick and on time, the products are of good quality and I was really glad about it. Okay but there was this knitted scarf that I later found out to be faulty as threads on the edge started coming undone so I asked for an exchange. The customer service came back really quickly after a couple of hours through email saying they were happy to sent me a replacement. The delivery came really quickly without delay just after 2 days, but then the scarf I got back was not at all as good quality as the previous one, which i have already sent back to them. It wasn't as soft and as thick as if it has been compressed. The pattern on the scarf was clearly flattened and the whole scarf wasn't in quite good shape. Because i bought it for my husband's birthday which was in like 3 days so I don't bother to ask for a refund or exchange again, but I was clearly not very pleased about it. I guess it is not asos' fault at the end of the day it might be from the supplier where they get their products from or it is perhaps that I am just too fussy about thing. Well no one wants to be unsatisfied about the goods they purchased right?
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