I ordered from ASOS quite a few times as I love all the brands they carry and they sometimes have great deals. However, the customs charges for each order didn't make the orders worth it for me. It was a hit or miss before but now 100 percent of orders will have massive charges on them. If you need to return it's expensive and if you have an issue with your order contacting customer service is an absolute nightmare! It's only worth it if you're from the UK.

Edit: they've changed some rules so now I believe you're able to order up to 120 dollars worth of items without custom charges! Yaaaay!

I have ordered 2 dresses and 2 pairs of shoes from Asos. The first dress has a terrible chemical smell & I cannot hang it inside my home. After 5 days outside it still smells. I contacted Asos and they have not responded. I am forced to pay for return shipping to return a FAULTY clothing item at the tune of $22. Both pairs of shoes are fine if you like cheap plastic shoes. The second dress appears white in the photos but when it arrived it has a pink & green sheen to the sequins & I look like a 5 year old in it. No woman over the age of 12 would want to wear it. In order to return it, I am (again) having to pay $22 for return shipping. There is no where on their site that they allow for customer reviews of their products in order to forewarn other potential buyers - clearly deliberate on their part. Asos gets a big fat fail from me & I will not be making a purchase from them ever again.

Terrible customer service. Advertised on the website "free shipping to Canada". DONT listen to that. I had to pay an extra $42.09 at the post office, almost half of what I spent on my bridesmaid dress. The lady at the post office said this is not the first time someone had to go in to pay customs on an order from ASOS. I emailed customer service 3 times and got the same exact generic answer from each one. They all said they can't control the custom charges, but if my package says FREE delivery to Canada like it said, there are NO CUSTOMS. Clearly my package didn't come from Canada, but that is FALSE advertising and they won't admit that they did wrong.

I ordered something on June 23,2020 and expected to arrive June 30,2020, didn't arrive on date and was pushed until July 2,2020. I live in a apartment complex but each apartment is separated and lettered A-Z & not only did they input my address wrong, the company that shipped it delivered it to the wrong door with NO proof! So I proceed to call the shipping company where I found out what happened, they told me to contact ASOS which I did and they told me to retrieve it from the wrong doorstep that it was delivered to. How can I retrieve an item when 1)no photo proof was taken upon delivery 2)if these neighbors would actually fess up and say they took it?! ASOS HANDLED THIS SO POORLY. The fact I reordered the same item in worry of my size selling out before a response is so frustrating. I just want a refund/or store credit at this point!

DO NOT, DO NOT Order from ASOS. I placed a big £700 order which was never delivered, in their words, "never left the warehouse". They told me the refund would be in the account within 24 hours! I have been chasing my refund for 7 days now via email and phone wasting my energy and time (!), calling every day to be told they will request again AGAIN and AGAIN and Customer Service guys cannot do anything and you can't even speak to the "mysterious" refund office! Guess what, they put £100 in the account but not full £700! Thank you very much, do you think I'm a charity? Robbing people who think won't bother. Big company but dodgy and will take every chance to rob you with their mystery backoffice staff and "can't help" customer service. I'm still chasing my money! I will now contact my bank, trading standards and seek extra compensation from robbing bastards and I will WILL NEVER ORDER AGAIN AND FOR YOUR OWN SANITY DO NOT ORDER ANYTHING. Order from Missguided, PLT, a lot more reliable and caring.

I've had so many issues with orders and customer service. Twice I've received clothing that was previously worn/returned, one was also the wrong size and the other was COVERED in deodorant (ew). Customer service clearly just skims over messages. Last time I contacted them with an order issue, I specifically said "I DO NOT want to cancel my order" and explained that the order contained now out-of-stock merch. I got an auto-reply stating "sorry it is too late to cancel your order"... and nothing helpful. Takes days to hear back from support. Delivery is ALWAYS past the delivery "on or before" date. Anything ASOS brand is basically a toss-up in terms of quality. Only worth it if you buy during a major sale. I'd never pay full price. They also sell clothing from some really crappy/shady other brands (Like PrettyLittleThing and Missguided).

Do not buy from this store unless you plan to keep everything you get because the returns system is a convoluted mess designed to keep you from getting a refund. I filed an item I received as faulty and began the process to return it. I contacted customer service to make sure they would refund me the postage. They confirmed that they would because i had marked it as a faulty item. When the item arrived they refused to refund me because they said it hadn't been processed as a faulty item. I showed them the original email and explained that I had marked the item as faulty as well as proof of purchase for the postage but they refused to refund me.

I purchased shoes at the end of March 2020 from ASOS (when COVID started) and I left my apartment for 2 months. When I came back and tried on the shoes, they were too big. I contacted ASOS asking if they could do an exchange (not even a refund) and after following up multiple times they said they "don't do exchanges anymore". I'm super disappointed because of everything going on and once again, I'm not even asking for a refund I'm just asking for an exchange.

I've never experienced such a hassle for online purchases. First-order and didn't receive my package, when contacted customer service noted that the delivery address number and zip code was typed incorrectly and they told me that it is my responsibility to retrieve the package at the wrong address. No refund, no resend after multiple emails requesting that (1 month of back and forth). Waste of money and time. Stay away from them.

I order a grey sweatshirt and grey jogger for my husband, when I placed my order you can clearly see in the picture and in the description line that the both items were grey. When I received my order I got a grey sweatshirt and a Black Jogger(sweatpants) When I told them I received the wrong item they just told me to send it back and it will take 18 days to replace it. I'm going to Italy and I don't have 18 days to wait for this pants. A sorry don't help. Do not order from this store this happened to me twice already but for sure it won't be a 3rd time.In the labels you can clearly see that both were ordered in a grey color. I do believe that they didn't have the color I order, instead of asking me or notify me, they just send it, since it's so difficult to return or get you money back they figure no body have time for that they just going to stay with the order. I really dislike this website never again.