I ordered a product and 3 weeks later was advised it had arrived and was sent a tracking number. When I queried the courier company was advised they never even received it. Took me ages to finally get hold of their customer service to be told they will replace. Still waiting for product. Secondly they do not allow you to post a review when they send you an email to review. I gave them a poor rating and was emailed back that my review was rejected. First and last time buyer

Express delivery is a false promise. Ordered with free express delivery to Hong Kong and expected the order to arrive in two days.

Not only the order has not arrived, the CS rep told me to wait for another week and that the delay is "out of their control".
Truth is, it took more than 24 hours for my order to be shipped - how is it possible for the package to arrive in Hong Kong from the UK just in one day?

If you cannot meet your promises, you should not offer express shipping in the first place.

Customer service is absolutely horrible. They certainly do not care about delays because they could just blame it on the courier.

We order with your company, not your courier partner. So step up your game and stop making excuses that we all know is not true.

Asos lost my parcel although I was using their own returns system. They refused to give my money back even after I provided all the possible evidence I have sent out my parcel. They are ignoring my emails. The return was worth almost 200 euros. I have been shopping at their site for years and they gave me the worst customer services and kept my money for themselves. Horrible, would never shop here again and do not recommend for anyone.

Horrible customer service! I made an order and two weeks later I was told my package was lost by the carrier company. I was sent a replacement package and had to pay double duty fees on it only to get my package and find that there are items missing! Customer service was very unprofessional and unhelpful with dealing with this issue! I'm very disappointed with my experience at ASOS and the fact that I'll have to avoid buying from here even though I like their clothes.

I ordered from Canada and there was no information or hint at all regarding potential sales tax or duties. I had to pay 252 CAD at the post office. When claiming this they simply say it is not there tax and they don't see the need to tell Canadian customers about his. I feel completely deceived

It used to be a good company to purchase from about a decade ago but now it's become deceiving and fishy. I was charged $19 to retrieve my package from the post office. It was not customs or taxes; they made it clear that the charge was made by ASOS. A fee called COD (collect on delivery) that Asos doesn't disclose to its customers at the time of purchase. I paid $77 for my order (including delivery fee) and another surprise $19 to have my package released. So BEWARE of this website as what may seem like a good deal on sale items will end up costing you more than the full price.

Worse company out there!

If you have a problem with your order don't expect a quick solution.

They do not have an email or phone number, only option is to contact on chat, then after you get through after maybe an hour, they'll tell you they're passing it onto a specialist team who will contact you within 48 hours, after 3 days you'll contact back and then they'll tell you the same thing, only that this time they will for sure contact you back within 48 hours

Waiting continues …
They do not care about customers.

I buy regularly from Asos. I live in Singapore. My orders reach me exactly in the time frame that Asos gives me. They also have a free returns policy which I appreciate so much. Unlike websites like Mango.com which often cancels orders after 10 days due to stock non availability, Asos hasn't done that once.in all my 58 orders for my past 4 years.
The prices are good on Asos and there are regular discounts.
The only downside is I don't know the origin of the products before I order...coz sometimes the quality of the products are a bit substandard and it would reduce the inconvenience of a return.

I don't know what is going on with them but I will never buy from them again. My tracking number attached to my order was invalid. I began the refund process with the only contact service they have, the chat. The chat will take 5 minutes or more to respond but as soon as you don't respond within a minute they close out the chat so I ended up chatting at least 5 times. I was told they were preparing the refund and all was completed. I opened a new tab and begin doing other things then an hour later I went to close the tab and saw where they messaged me after they said all was good and have a great day and said "we are having trouble processing your refund if you are unable to respond within an hour this chat will be closed". I am utterly disgusted with them. This use to be one of my favorite sites. NEVER again

Very poor customer service. My daughter saved some money to order couple of items. She ordered size medium by mistake instead of small. When the items arrived, she realized straight away and asked for an exchange, without even opening the items. ASOS said she had to send them back for a refund and make a new order, but the items were 40 pounds more now. I told them we just needed an exchange, but they refused and insisted on making a new order for 40 pounds more, or wait until the items go on offer!
While of course the returned items will be sold to other customers for the new higher price.
She did not have that extra amount, so she just had to send them back and not order what she wanted. She is very disappointed now.
Chat reference is *******.
Order reference *******.

Order No.: ******* Order date: Sunday 04 December 2022
Up to this date 14 January 2023, Asos is illegally withholding my money for the order I have never even seen (nothing was received!).
Asos stole my time and money, so I had to advise the bank that they are scammers.
There is no channel of communication which is against the Consumer Act.
They have no phone number, no email, just a chat with bots.
Extremely pathetic, and I will never buy from them again.
If the bank does not return the money, will have to go to the police.
Asos is scammers, never buy anything from them.

I do not understand how Asos have so poorly managed Topshop orders during their acquisition process. I was one of the unlucky people who tried to return part of a Topshop order days before they were acquired by Asos when overnight everything Topshop-related disappeared off of the web. I have been waiting for my £56 return for 2 months and have tried every avenue to try and get this issue resolved. Topshop have disconnected their phone lines & redirect all communication regarding orders to Asos - who funnily enough claim I need to contact Topshop. The only way to contact Asos is via online chat and instead of helping they repeatedly claim they know nothing about this. If a company has enough money to acquire another, surely they have enough to have a implement a better process than this? During these difficult times I think it is disgraceful either company have refused to provide help on the money I am owed.

I wanted to give Zero! For overall rating.
I ordered sweatshirt through ASOS website as a present. Wrong Item was delivered.

When customer service was contacted, they could not deliver the item I ordered other than refunding full amount when the package was returned.

After 2 weeks of returning the package, the refund was not received. I have contacted them in regards to refund, but they kept saying that sales tax is not part of the refund.

After chatting more than 30 minutes, we found the FAQ from their website that full transaction including sales tax to be refunded.

They asked me to wait another 10 days to wait for the refund to be processed.
They keep claiming that they owe me 44.52 not the full amount.
They also claimed that 4.99 had been refunded already, but I never received it.

BEWARE! ASOS may scheming off of customers who are returning items and requesting refund.

I have been a customer for over 15 years. I made a huge order this morning, went back 15 minutes later to make a change (which they state is ok on normal shipping), and was told I had to pay another full-price shipping fee for one small item add-on. After an hour on hold with customer service. They are greedy and extremely unhelpful. Basically, they don't do what they promise and will take your money regardless. Stay away.

I'm from Canada, I purchased some items and it came to $200 cad. When I went to pick up my package I had to pay $82 for tax and import fee. They don't tell you anything and when you ask they send you the policy link and won't take any responsibility! They don't even have a phone line just chat!
I don't recommend to shop here at all don't waste your money here. They are scams

I returned an item and since they received it after 28 days I was too I would receive a gift voucher, however I've never seen it. I wanted to buy something and use this store credit, but my account is empty. After talking to customer service, they told me I would get a voucher within 24 hrs, a few days later still nothing. Order *******

Terrible company terrible customer service. Half the stuff they have is poor quality and looks different to the pictures. That's if you get what you ordered. Refund process is ridiculous. They sent me the wrong item and have had the parcel returned and received for over two weeks and want me to wait another week or two for a refund. No apologies for their error. Rude customer service including from a Manager. Save your time and money and shop elsewhere.

I made a purchase on Feb 17,2019 and it was said to be delivered on Mar 7,2019 free of charge. It is a long time to wait for a package but for free shipping I didn't mind because I needed the outfit by Mar 14. On Mar 7 it said my packaged was delivered. I checked the site for more information because I haven't received anything and the response they had given me unexceptionable. They said I should check my neighbours house or your local postal service because they have no tracking number or information about the delivery of my package. Basically saying all they did know was that it was sent out, and to wait till Mar 27 and to contact them then if it still hasn't arrived. I only shop online and this was one of the worst experiences I've ever had! That says a lot because I've experienced some questionable things.

I'm a frequent online shopper, It was first time I tried ASOS and shipping to UAE. They delivered wrong order and the order received was off lesser price with wrong trouser design. It seems to be a scam as I just lost shipping charges which is about 70% of the order value. Perhaps the company is just collecting shipping charges and making money by delivering wrong orders. Very displeased and lost fate in UK apparel companies now. Never again.