joana P.

I have been an Asos' customer for a quite a few years and I was very happy about it in the beginning. After the second year I got my first wrong order. I had ordered a dress to wear at a wedding party and I received my order with some other items but not that very wanted dress. After a lot of emails exchanged with customer care I ended up with no dress and a refund. And that's when it all began. I started having problems with my orders (an item was missing, a wrong shoe size, a wrong dress...). I still kept believing in Asos because I like their products until my last experience. I ordered two sandals size 8 and I received two sandals size 7. Once again, a very rookie mistake that could be easily avoided if they checked the order twice before sending it to the customer. Very disappointed I talked to customer care by e-mail. First I talked to this woman who was supposed to give me an answer about the size chart conversion. I waited for the answer and after a week I sent an email asking why she never contacted me back. I received an automatic e-mail from Asos saying that this customer care case was closed. So I had to talk to a different person and explain everything again. They admitted that it was their mistake but they couldn't fix it. So I had to send the sandals back by mail and never re-ordered new ones because I do not have time to deal with problems like this every time I order something online. It is an unpleasurable experience and one that I would like to avoid.
I told customer care that I was very disappointed with asos but they didn't really seem to care that they were loosing a customer so... (Plus, there is no phone number to call for Asos and sometimes you really want to speak to a person!)