Order item on a Thursday evening, due for delivery on the Saturday. Unfortunately this dod not happen... but what made this worse was no updates from asos with regards late delivery.
Chatting to them via live chat was an nightmare, over 20 mins and their advisors were unhelpful in every way.

"Will I have to pay customs?
If you're ordering to *insert country's name*, you WON'T see any customs charges on your parcel. In case of receiving any unexpected duty or customs charges, please contact your local customs office directly."

Let me translate for you (after finding out what it really meant 5 orders later; some of which didn't incur any additional charges, but still): "I can 100% assure you this definitely WON'T happen. In case it does, though...too bad. Not our fault"

That's on their website by the way.

Needless to say this is a very $#*!ty tactic that is intentionally vague in order to mislead customers into thinking they WON'T get charged for buying abroad when in reality they probably will.

This resulted in me having to pay over 50% more of what I would have otherwise.

Oh, and complaining won't get you anywhere, they will just shrug it off like it's nothing. F disgusting.

Excellent site, but enormous selection can be overwhelming and pricing can be on the higher side. Most of the time the clothes I order from here are good quality, but occasionally I've had some iffy experiences where the quality clearly did not match the pricing. But they have free returns, so no big deal. I also love their sales - in fact I have pretty much only purchased from them when there was a sale + coupons.

I've purchased at around 10+ times from ASOS for the past two years. Their customer service rocks too, since I've run into problems with two shipments before and these problems were resolved to my satisfaction each time.

Overall, very positive experience with the site. Pretty good selection, nice additions to the site (like fashion tips/pictures, etc).

First of all if there's any issues with your order the only way to contact is by email which they don't respond to you. After paying for shipping on their site i still have to pay another fee of $80 to get my package in Canada. I've shop from many other sites in other countries and never experience this before. I will not purchase from them again nor will I recommend. Scam!

These online stores like Asos are great, until something goes wrong. They are refusing to accept returns, a mere 14 days after delivery. Consumer law specifically states store policies do not supersede consumer rights and "It's illegal for businesses to rely on store policies or terms and conditions which deny these rights.". So now I have to go through the laborious process of raising an ACCC complaint. Thanks for nothing Asos, that will be the last time I shop with you (a former $500+ a year customer).

Total junk! Absolute trash quality! The loop ring doesn't connect and is always moving around! A little hard without help or assistance! I ended up getting pissed off and ripped the cheap chain apart! Don't give a s*** either!

Customer service representative refused to give me a refund called kainaat once I told her this is the third time I'm on this chat and I have been waiting over two weeks for my order and your issues are between you and carrier... she replied saying don't worry you will not be out o pocket very poor customer service after 3 times complain not once anyone offered an alternative or reassurance not even a solution to send me another order delivery! They kept telling me we investigating and no update this took half of the month of July! Never ever again I use asos and I will tell everyone how poor they are in terms of customer service

After being insulted by a returns agent that has no clue about an item because they cannot see the item, I have decided that ASOS are rude, immoral and definitely should not be trading to the public at all if they cannot sort their attitude. If you return something be ready for personal comment in your inbox. Extremely unprofessional and rude. Would like to point out that due to having cancer treatment in the past, our home is not only clean but sterile... we had to be to keep our child safe when on chemo. ASOS are disgusting to make allegations and I invite any inspection of my home

It's all fine until one has an issue. Customer service must be run by a tyrant. LOL. Three shipments and I have not received the size as ordered. I understand this next is my issue, but I cannot stand returning items that I purchase online. ASOS demands that you find a drop off location for returns and I hate doing that. Sometime, if the company ships the wrong size, etc., then eat it; they should bear the expense and just send the correct item. It just isn't worth it. I'll never order again.

ASOS was my favourite place to buy all my clothes from and I've spent thousands on it over the years. However, more recently, their returns and customer service has been shocking! I haven't returned a parcel in the last year without there being a problem. They are always trying to say you haven't sent everything back that you have and when you get in touch, they make you out as if you're a liar! I've ended up just paying the full lot on several occasions because I can't be bothered with the hassle and the long waits on the live chats.
I've now deleted the app completely as I just don't trust or respect them as a company anymore!

Ordered over $250 worth of merchandise. Had a coupon for $70 off. Received my order a few days later. I returned two items which were valued on my return slip at $90. Returned. Waited several weeks. I was refunded $18. Apparently, if you use a coupon, that coupon is applied back to your refund, and you receive the difference. The $75 jeans I ordered felt a little off and not quite the quality and fit I wanted. Had I known they would now only have been worth $9, I guess I would have kept them. When I questioned customer service, they said there was nothing they could do that that the terms and conditions in the banner of their website were clear, and that they offer no merchandise credit, etc. Will not order here again.

They recommended a size through their AI which turned out to be 1.5 x larger than expected. Tried to return, but they will charge me a $ 25 fee to do this. All other Canadian retailers( Reebok, Nike) provide free returns. Plus paid the customs agent a fee that I will never recover. The client service (Sarah) on chat was as helpful as well... a robot that is programmed to provide customer disservice of the highest order. There was absolutely no intent or intention to help AT ALL. BUYER BEWARE... all OK when order placed, but be careful when there is a problem with the order, you dont want an experience like mine. This is no monopoly, so many other stores to choose from.

Have ordered 20+ maternity items. Had to return or replace some due to fit. Followed directions for returns to the letter. They did not do all refunds. I'm still missing a few hundred dollars. Customer service is lacking to say it politely. I get a different person responding to my inquiries (all via email) IF they even get back to you. I have submitted bank statements, their own email confirmations of receipt of returned items, as well as postal receipt. Their reply? "sorry could you please send us further information." Outright thieving in my estimation.