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.

I ordered Nikes, they sent me Crocs. I sent the Crocs back and instead of refunding me, they closed my account for "fraud". I have all the tracking from UPS stating that they got my return. They just don't want to refund me. I'm filing a claim through Paypal and if they don't refund me, my Discover card will. Never do business with this deceitful company!

ASOS a atteint des sommets d'incompétence et de mépris envers ses clients. Après avoir FAIT DES ERREURS SUR TROIS COMMANDES CONSECUTIVES (toutes venant de leur part), j'ai dû insister pendant des jours pour obtenir un simple dédommagement. On m'avait promis un code de réduction de 15 % en compensation de ces erreurs répétées. Non seulement ce code a expiré avant que je puisse l'utiliser (j'ai tenté de l'utiliser le 22/09 il a expiré le 21/09), mais maintenant ASOS refuse carrément de le remplacer ou de m'offrir une quelconque compensation, malgré leurs ERREURS FLAGRANTES.
Cela fait PLUS DE 24H que je me bats avec un service client non seulement inefficace, mais également désinvolte et incapable de résoudre un problème aussi simple. Et pour couronner le tout, certaines des réponses reçues étaient bourrées de FAUTES D'ORTHOGRAPHE INDIGNES, qui rendent la communication non seulement pénible, mais aussi incompréhensible. C'est à se demander quel genre de personnel travaille dans cette entreprise (enfant? Stagiaire?).
Leur réponse après leurs multiples erreurs? RIEN DU TOUT. Aucun geste commercial, aucun effort pour corriger leurs fautes, rien. Juste du MÉPRIS et un service client en roue libre, totalement déconnecté des besoins des clients.

ASOS démontre un MANQUE TOTAL DE PROFESSIONNALISME et de respect envers ceux qui leur font confiance. Si vous cherchez à commander en ligne sans devoir gérer des erreurs à répétition et une absence totale de service après-vente, je vous conseille vivement d'ÉVITER ASOS À TOUT PRIX.

Donc pour résumer: service client qui ferait mieux de retourner à l'école avant de prétendre gérer des situations basiques. Après trois erreurs de leur part, j'aurais pensé qu'ils feraient un effort pour réparer leurs torts, mais manifestement, la satisfaction client n'est pas leur priorité. Il est consternant de voir un niveau aussi médiocre dans une entreprise censée être internationale. Malgré mes multiples tentatives pour obtenir un simple remplacement, ASOS ne daigne même pas assumer ses responsabilités.
C'est la pire expérience client que j'ai eue à ce jour. À fuir absolument.
Je vous partage en capture d'écran une partie de nos échanges, en espérant que vous puissiez déchiffrer le langage employé...

I live in NL and the website mention they have a 28 day retour policy. Apparently this is not true because you have to create a return label within 14 days. This is not mentioned everywhere and 14 days is very short. T seems like this is intended to take advantage of customers. If you let customer service know you have missed this extra information they are very unwilling to help.

Suspended my account for requesting a refund on items they didn't deliver - been shopping for 10 years with them and they have refused to refund due to "suspicious" activity

I placed an order and never received it. After two weeks it was cancelled without any explanation and refund given.
There's no email address available and I had to spend a lot of time talking to a robot and then to a customer service representative who didn't help me at all. She only explained and apologised.
The only assurance I needed was that if I placed a new order I would receive it by the end of the week.
I asked for an email address as I wanted to make a complaint and was not given one. Instead, I was advised that someone would contact me in 24 to 48 hours but that never happened.