I ordered an item from ASOS and had it sent to my girlfriends house because my apartment complex doesn't receive packages at the front office. For some reason they transferred the purchase from UPS to USPS for delivery and it was never delivered. I originally ordered the item on 9/16/2016 and after more than 2 weeks they said it was returned to sender. This was not the first time I've had an item sent to her house and they couldn't provide a reason as to why it wasn't delivered. I've never had an issue with delivery, until now. To top it all off, they said that I was refunded in July, which was two months before I ever ordered the item. They want me to send an invoice from my bank in order to verify. I've called them 3 times since this issue has become a problem and their customer service is the pure definition of HORRID. They show absolutely NO empathy and it's as if they're reading straight from a script. I would never, ever ordered an item from this company ever again!

I was scared at first because i didnt know this company, but i placed the order and receive my two items fast. Give them a try. Thats why i decided to write a review, because it was a normal transaction.

I attempted my 1st ASOS purchase in Nov 2018.

I waited til 3 Dec 2018 to contact ASOS when item failed to arrive on the stated date of 26 Nov 2018 and was informed to wait for 3 days, 6 Dec 2018.

I waited for 7 days since there is a weekend and when item still failed to arrive, contacted ASOS today, 10 Dec 2018 and am told to wait ANOTHER 3 days for CS to contact me via email.

I shop regularly online and have been receiving packages regularly over the past months from all other shops except for this one purchase from ASOS.

This is the most unpleasant experience I have with online shopping.
- No tracking number or proof of mailing out for international mail? I find that hard to believe.
- CS just respond with standard reply; check with neighbour, check outside your house, check with local post office, come back in 3 days... It's obvious they have no record of my previous enquiry and treated my enquiry like new.

Web site with nice stuff, what a pity they have a horrible customer service and tracking information. They do not give any useful information about the tracking and they work with a local courier if you buy out of Engand which do not give neither any info until the product do not arrive to the country. I never received the articles I ordered, they gave very confusing information from Customer service (which is complicated and slow), saying they were sending back the article and refunding it (only because I asked) but I never knew anything else and they do not answer when I ask when I will get the refund. I do not know what to do because they only way to contact the customer service is by mail and they were repeating same useless answers at the beginning( always different people) or directly they do not answer...

I purchased three pairs of shoes from ASOS. Unfortunately, the quality was subpar and I return two of the pairs within 3 days of receiving the items. Although it showed return in transit on the ASOS website by the day following my return - today it has been almost three months of reaching out regarding the return and I finally receive an email saying that I can have a credit in my account but no refund because it took them longer than 30 days to process the return. I'll handle this with the CC directly at this point but never again will I waste my time or money on this company.

I have been a loyal customer of Asos for years for their inexpensive workwear. I have noticed the past year the quality of clothing getting worse and prices getting higher with customer
Service depleting. This last order was the last straw! I returned several items due to poor quality, I have an email from the company from May 25th that the return was received. It is now June 23rd and I still have not seen the refund drop in my bank account! I have tried five times in the last week to get this handled via their chat bots because they have NO other form of contact! No more call center, No option to email, just bots! I'd still like my $500 back and will be filing a suit if this is not handled promptly. Asos, this is my last attempt to contact you before you hear from my third party contact.

What a customer service... #WORST. Cut it off before solving the problem. ASOS has refunded me less than what I have paid, because apparently my returned order is not reached the minimum spend. (It was reached the minimum spend when I place that order, hence I was able to apply a discount code.) BUT right now It is not being reached, because they use the current discounted price to refund me m, INSTEAD OF using the old full price I have paid for the item. It is not fair and ridiculous for ASOS to took out part of their customer money for no reason!

They sent a wrong size on my ordered shoes. I tried to communicate with them by chat and they kept insisting that I was wrong. I took the picture of the box and uploaded to prove them and I they discontinued the chart. I sent emails but did not get anyone's attention. So I reordered and attached multiple notes so they won't mess up again. Sure enough the second order came a whole size smaller and without a box. I tried to communicate again to resolve this. Spent two days going back and forth but did not get anywhere and only got aggravated. And the size I ordered is no longer available. I have two pairs now to return and in the end got no shoes.

I typically have a good experience shopping at ASOS but my last order was extremely disappointing. I paid $35 for express shipping only to have it be delayed significantly. Of course, I understand that COVID has impacted delivery services for all online stores but ASOS was the one place that didn't even offer a refund for shipping. Horrible customer service!

Placed 2 orders, both undelivered

Waited a month on first order and asked for a refund. No explanation given.

2nd order now approaching a month. Wrote customer service on failed order, they said all they can offer is an apology. I was told to wait 2 weeks and if not there contact them back. That leaves a paying customer another month with nothing to show for.

Posted a warning to future consumers on their Facebook page which was taken down immediately.

No accountability on ASOS for delivering purchased goods, and definitely no one there making things right.

If you have a problem, contact them, leave a review, and follow up with the Trading Standards Institute (BBB equivalent in the UK). http://www.tradingstandards.gov.uk/index.cfm

I paid for a fairly large order shipping to Canada. Most of the items are fine (warning: check their site's size guides -- UK sizes are smaller than Canadian dress sizes) but included was a pair of ugly fake vinyl Birkenstocks in lieu of a completely different pair of sandals I'd ordered. Checked online and I have to pay them $28 as a "return fee". Buying internationally is always a risk re duties/brokerage (I paid $59 in duty), but when the retailer does not offer free returns/exchanges on top of that, it simply is NOT WORTH IT. I will never order from Asos again.

I am a customer at ASOS for a long time. And unfortunately, I'm done with this company after they never figure out with my refund on $450-600. That's a lot of money for me. I dropped my three packages more than a month ago. They never receive my packages therefore no refund for me because I don't gave proof of postage. They couldn't even provide me with a USPS tracking number that they usually send with the order. With that said, if you just drop your package without a proof of postage, you are losing you money. You are responsible for that and they will not help you with that and it us no matter how much you spend over there!

I ordered 8 items for specifically for work not leisure. I received 1/8 items (tie & pocket square). I write asos customer support and they tell me they will re-ship the lost items. I ask for a new tracking and the customer support agent confirms they will send via email. A week goes by and I don't have any updates from Asos. I follow up again and ask for a full refund because my items are 3 weeks late and I wasn't given an update. This support agent tells me I will receive an update via email. The following day I get my account blocked by Asos for inquiring about the package they lost. This company is a joke.

I order from ASOS all the time. I usually never have an issue with them. But with my most recent order, one item was missing. I contacted customer service and they said when they shipped out my order, the item wasn't in stock. But it was 100% in stock when I ordered the item and 100% in stock just now when I checked again. Then I got an e-mail saying they've refunded me for the item. I contacted customer service again and said I would like that item sent to me free of charge (since I had free shipping last time for spending over $100) and they said nope! They said I have to order it again, pay the shipping fee, wait for a dispatch e-mail, and then request a refund for the shipping fee. So ridiculous. ASOS made a mistake and now I'm the one that has to be even more inconvenienced? I asked for a free shipping code which they said they were unable to do as well. Horrible customer service.