I've just had one of the most frustrating customer service experiences I've ever encountered, and all over £3.60 - money ASOS legitimately owes me after returning a pair of loafers.

I returned shoes that cost £24, yet ASOS only refunded £20.40, claiming that the £3.60 discount from the NEWHERE code was applied specifically to the loafers. This is simply not true. The discount was applied to my entire first order, which included two other items that I kept and which are perfectly eligible for the discount. ASOS is refusing to acknowledge this, and instead insists on keeping the difference.

What followed was over an hour of going in circles with two customer service agents, first with Princess and then alleged manager - Toni, who repeatedly contradicted themselves, misunderstood their own policies, and showed zero empathy or willingness to resolve a very simple issue. I had to explain the same thing multiple times, only to be met with robotic responses and incorrect information. Even when I pointed out that their own system allowed the discount to apply to the whole order, they still refused to take responsibility.

It may be "only £3.60" to ASOS, but for many families (mine included) every penny matters. And more importantly, it's the principle. If they're doing this to me, how many other customers are they quietly short‑changing?

ASOS needs urgent training on their own policies, better systems, and far more empathetic customer care. This experience has completely put me off shopping with them again.

Beware, if you value transparency, fairness, and basic respect as a customer, consider shopping elsewhere.

Ordered trainers, on the order page Asos Premium was offered, they offered next day delivery with this so I paid the £12 extra. Next day rolls on, royal mail tracking comes and they haven't even been handed over to Royal Mail. Went on live help, they said there was a 24 hour activation period, but on their website it states otherwise, that the product would be sent with this expedited service. Another fake named operator called Bunny said next day wasn't available for my area, so the premium service is useless to me, but both operators said no to refunds. I genuinely believe I have been scammed by ASOS, I will send the trainers back and get them elsewhere, they are not getting my money.

Am completely shocked by ASOS customer service. My return of the Topshop Bengaline Capri Pants in black, order number *******756, was falsely rejected. ASOS claims the item was worn and returned in an unacceptable condition, which is absolutely not true. I only tried the item on once.
Since it did not fit, I ordered the same pants in a larger size and have already paid for them via PayPal. How can it be that I am simultaneously accused of using the item? This makes no sense and is extremely frustrating.
To make matters worse, there is no email address where customers can contact support directly. Instead, we are forced to use an automated chat that provides no real solutions and ignores the problem entirely.
I demand that ASOS take my case seriously, review the return properly, and issue a full refund immediately. This level of customer service is unacceptable for a large international online store and leaves me completely speechless.

Selling new shoes

Sending us heavily used shoes

Customer service wants the shoes back while the pictures are clear. No refund was given

I've been a loyal ASOS customer for years, but after this experience, never again. I did everything right: I registered my return on time, got the barcode, and went to the drop-off point ASOS itself told me to use. When I got there, they told me they no longer work with ASOS. I was then sent to another place (an OPAP agency!) where I left my parcel on 21st August. Guess what? The parcel is STILL there, uncollected, almost a month later. When I contacted ASOS Customer Care, instead of fixing the issue or even trying to guide me, the agent kept copy-pasting the same line: "Your return window has expired." Excuse me? It's YOUR mistake for giving me the wrong drop-off point, not mine. I did everything within the deadline — it's ASOS's failure that left my parcel sitting untouched. Now I've lost €50 and my items, and ASOS refuses to take any responsibility. For a company this big, it's shocking how disorganized and unprofessional they are. Wrong return points in the system, constantly changing carriers, no communication, and "Customer Care" agents who care more about repeating policy lines than actually solving problems. If you want to throw your money away, shop at ASOS. If not, avoid them at all costs.

My experience with ASOS has been nothing short of a disgrace. After placing an order and making full payment, the shipment was delayed and eventually held at customs. When I reached out to ASOS, I was shocked to find that they refused to take any responsibility. They simply told me to deal with the customs myself and contact the shipping company directly – as if the entire logistics and delivery process were somehow *my* responsibility. I requested to cancel the order and return the items, but the shipping company said they "don't have the authority" and that ASOS should handle it. ASOS, on the other hand, ignored the issue entirely and offered no useful solution. Even worse, the customer service team was unhelpful, rude, and completely dismissive. They showed no respect or accountability, and their tone was arrogant and unprofessional. This is not how a reputable company operates. Taking customers' money without delivering the product and then abandoning them to handle shipping issues on their own is not just bad service – it's theft masked as e-commerce. I strongly warn anyone reading this: **do NOT buy from ASOS**. They are unreliable, disrespectful, and absolutely careless. You'll be left alone, without your money or your items, and with no support. ASOS is the worst company I've ever dealt with in online shopping.

After being a loyal customer for over 15 YEARS and spending thousands with ASOS (even while living abroad), I woke up to an email saying my account had been closed due to alleged violations of their "Fair Use Policy." Let me be clear: since receiving a Fair Use warning in October 2024, I placed two orders. One which I kept. The other was a small sunglasses order that hadn't even shipped yet. That's it. That's the behaviour ASOS thinks warrants banning a long-term customer? When I contacted support, I was treated with zero respect or empathy. The agent ignored everything I said, gave me copy-paste answers, refused to escalate, and had the nerve to close the chat while I was still trying to get answers. Outrageous. This entire situation is not just insulting: it's beyond unacceptable. ASOS's so-called risk management team is incompetent and robotic, targeting loyal customers without explanation or logic. There's no transparency, no appeal, no respect. Just "This decision is final." Are you serious?! If this is how you treat your long-standing, high-spending customers, I honestly hope others think twice before spending a penny with you. You've lost me for good, and I'll make sure people know why.

Tried their online chat and after waiting an hour to get through the advisor ignored all of my questions and then closed the chat. Don't shop here

+44 20 7756 1000 here is the contact number for london head office which they try their hardest to hide.
Chat wouldnt deal with me as I insisted to talk to someone so searched for contact number.
ASOS will be the worst shopping experience, so don't do it.
Even if you gotta have what they selling and cant find anywhere, just don't do it.
Update 01/06/25: here is asos email:. C. a. Re.- en.@. asos. Com (no spaces or full stop) i have been in constant contact via this email.
Received refund and now my package is due to be delivered. Might get lost soon as it turns up here. Asos, nil.

I received 2 pairs of shoes instead of 7 clothing articles. They asked me to create a return and send it back and re order the initial items while waiting to be reimbursed. Ironically: I had purchased the ASOS Premier option. Useless customer service.

I don't normally express my opinions, but this time I feel compelled to. After defrauding me of my investment, this firm disappeared. Thankfully, C // O //V // S // E // C // L // T assisted me in receiving my complete reimbursement. If you have also been impacted, please get in touch with them for assistance.

I placed a $377 order with ASOS on November 27th. It then gave me an estimated delivery date of December 30th. Every previous order I have placed with ASOS has arrived within a week via DHL. I contacted support immediately, who assured me that the order would arrive by courier in the normal timeframe.

By December 20th, it was clear the order would not arrive in time for Christmas, so I contacted support to cancel the order. They informed me it would be cancelled and refunded.

Today, January 6th, the order arrived at my local post office. I took it home and contacted support once more to find out why the order had not been cancelled and refunded, as I was assured it would be.

After ten minutes, it became clear they would do nothing at all to resolve the issue, despite the multiple false assurances by their support. The agent confirmed that in addition to paying the import duties to receive the package, I would need to pay the postage to return it plus a return fee. Three payments to fix their repeated errors. Absurd.

Last time I will ever order from this company. They do not care about their customers one bit.

Very, very poor customer service. I ordered a jumper for my son-in-law as a Christmas present (Order number *******), but it is too big. I spent an hour today (1st January) trying to find a customer service telephone number, only to fail. Eventually I got a response from the annoying chatbot on the ASOS website. Chatbot said NO. I insisted I be put through to a manager. After another 30 minutes was eventually transferred. The manager eventually decided that I definitely could NOT have a refund or an exchange. Suffice it to say, I am NEVER buying from this company again. Customer service is NON EXISTENT! AVOID ASOS!

O not shop here. First time customer, I ordered a pair of shoes for my daughter for Christmas. Ordered them November 14th, she received them yesterday for Christmas. They are not the right size - we put them next to her other Addidas size 9 and these shoes are clearly significantly larger (we think they sent a man's size 9 or they changed their sizing, but they are not a w9 despite them adamantly confirming they are - they are not, we are holding the physical proof). They will not return or exchange them despite an hour on chat, showing them a photo of the clear size difference between the two shoes, etc. We are 3 days past their ridiculously short return window which I honestly did not see when I ordered, or I wouldn't have ordered from them. Most places allow a longer return window, especially at the holidays. The customer service was unsympathetic and not helpful at all. Horrific return policy and customer service. These shoes were $110. Not the way to treat customers you value. Buy from the manufacturer direct, skip this awful distributor. We are also writing a letter to the manufacturer - as someone who works for a manufacturing company, I'd never want this company for a distributor if this is how they treat their customers.

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

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

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

I ordered a Blue color winter jacket on sale. ASOS shipped a wrong color jacket. Contacted customer service and they advised me to return the item to get refund and order the original Blue color jacket again with the current higher price. They refused to send the replacement item. Order No.: *******.

Disgraceful customer service.
I placed an order on the 29th where it stated delivery would be 1st of December. I didn't receive any emails or confirmation until today (2nd December) where it stated I wouldn't receive my order until the 9th! I PAY FOR PREMIER. Because it took so long for them to inform me of this I'm unable to cancel my order. Wasted over an hour on the live chat for them to just keep telling me they couldn't cancel the order. I know full well they are able to cancel orders they just don't want to because it affects their figures. It's disgusting, I've been a customer for YEARS and I am suffering because of their lack of communication and inability to help.
I went from speaking to an agent to having a 'manager' doing absolutely nothing to help me further. Waste of time, money and stress.
Also, just to top it off, he decided to forward me my email confirmation I never received stating delivery was due on the 9th. Great! Thanks! Further proving that if I received it in the first place I could've cancelled the order immediately.

HORRIBLE SCAM COMPANY! I RETURNED A DRESS WELL WITHIN THE RETURN WINDOW. THEY WERE SUPPOSED TO REFUND ME BUT INSTEAD THEY POSTED A STORE VOUCHER WHICH THEY CANCELLED AND STOLE MY MONEY! THEY HAVE NO PHONE NUMBER OR EMAIL AND ONLY A CHAT FEATURE. AFTER MONTHS OF TRYING TO GET HELP THROUGH THEIR JOKE OF A "CUSTOMER SERVICE" THEY NEVER FIXED IT. THEY STOLE $120! BEWARE AFTER THIS SITUATION I FOUND MANY OTHER REVIEWS ON SOCIAL MEDIA SAYING THE SAME! THIS COMPANY IS A TOTAL SCAM IF YOU NEED A REFUND. THEY WILL JUST KEEP THE ITEM AND YOUR MONEY AND RUN YOU IN CIRCLES UNTIL YOU GIVE UP.

J'ai vécu une expérience déplorable avec ASOS, le pire site auquel j'ai eu affaire. J'ai reçu des informations trompeuses qui m'ont fait croire que ma commande était perdue, alors j'ai demandé un remboursement. Une heure plus tard, en réalisant mon erreur, je les ai contactés en toute honnêteté pour annuler la procédure. On m'a répondu qu'il était impossible d'annuler et que je devais renvoyer la commande. C'est inacceptable! Pour moi, ce sera la dernière fois avec ASOS, et je ne recommande absolument pas ce site.

Bought a pair of Dr Marten shoes which are supposed to be one of the best for leather and longevity. When the shoes arrived they were farrrrr from new! They were battered! They had clearly been worn for several weeks and returned or worn by an ASOS member of staff that decided to exchange their battered pair for my new pair upon dispatch!
I have attached photos as the shoes' battered state on delivery have to be seen to be believed!
AVOID this company, they no longer care about their customers.