I am angry I bought some snowpants and it's not showing up on my orders so I can't return them. Frustrating

I ordered a pair of gray sweatpants and then sent me khaki pants. And now I have to return the item.

I needed a party dress for a special occasion dinner and so ordered a dress from Asos. I have ordered before but never paid extra for express shipping. Asos does not tell you what courier company/broker they use to ship out your package. They only tell you you will receive your package in a week. A day later I receive text from courier DHL that my order is arriving and the hefty fees being charged. My package came in 2 days. When I got the package, I had to pay $30 Canadian on top of the $7.50 pounds express shipping charge! So the dress that was such a bargain at 19 pounds ended up costing an additional $50 in duty, customs and extra fees! Way more then what the dress cost! I was so upset, I contacted customer service via live chat. I spoke to rep Eleanor who was horrible- she kept saying there's nothing they could do, couldn't offer me a small credit or anything because it's my fault. I said if I had known it would be DHL I wouldn't have ordered because I know from past experience DHL charges exhoribitant fees! It is not written on their website what courier/broker they use I told her. She said they don't know either because it depends on what item you purchase! Then really the customer would never know- so if your unlucky and it's DHL, you could end up paying insane fees on top of the amount you paid for express shipping! This is unacceptable! Eleanor was completely unprofessional and unhelpful, she ended the live chat without resolving my case. She should be fired! I was such a loyal customer of asos, spending hundreds of dollars over the years and now it's such a total disappointment to receive such shoddy service from them. They don't care about their customers at all! Do not buy from them!

Very poor Quality for clothes. Once used Asos but never again. Do Not Buy There its not even Cheap enough for that Quality

I ordered a pair of shoes online and was surprised by how quick they were delivered. When I saw they sent me the correct style, but two sizes smaller I wasn't concerned. I figured I could just contact Customer Service and send them back the wrong pair and have the correct size shipped to me. No big deal, just a simple mistake that can be easily corrected. Boy was I wrong. After waiting to be put into a chat with one of their Customer Service Reps, an ever so pleasant man named Aaron, I was quickly blamed for their error. Before I even reached out to them I triple checked my order confirmation to make sure that I had ordered my size and I had. I ordered a US size and was sent a UK size, I didn't care about that, but when I checked to see what it translated over to in US sizes, it was still a size and a half too small to which he also tried to tell me I was wrong. I just kept being told that I ordered the size I received despite the fact that I had documentation proving otherwise and that I should return the product and order the correct size (again, being told it was my fault). I hit a point of having other people read my confirmation email simply to make sure I didn't suddenly become illiterate and unable to read numbers. I was also blown away by how little Aaron cared. I work customer service, I understand that you don't normally care, but I also know you have to pretend to at least care a little about the customer's issue. The fact that he could not even be bothered to use proper capitalization, punctuation or even spelling boggled my mind. If your company is only going to operate customer service online, then you really should have someone that can form proper sentences and not come off as a complete moron. Needless to say, I will not be making any more purchases from Asos - not like they care.

This is the worst on line retailer in the history of on line shopping. They provide zero customer service with a side of I don't care, it's your problem and snarky unhelpful information. I sent back $200 worth of good with their enclosed label and return form the day after I received my items. It has been over two weeks now and 3 chats and 2 phone calls and I was told and I quote, it's my problem until it's in their system. Here in lies the issue: they have no system of notification once that package is dropped off. The return label is affixed to return with return item sheets and no receipt for tracking is left with you. They do not have a system in which UPS notifies you that they have scanned your return for transit like most do. Once you drop it off they take no responsibility, only your money, for the return or refund, even if you do exactly as they direct. Their attitude is terrible. The reps are condescending and lack any thing resembling a single brain cell or original thought. They are scripted, uncaring and completely useless air takers. I've contacted UPS myself and I was told it's actually on ASOS to provide information about the labels they create as it is ASOS account. To date idk where my return is and I'm highly suspect I'll receive a refund anytime soon, if ever. The worst part is that part of the reason for my return is they shipped me the wrong items. I should have kept everything and sold on Poshmark, at least I would get some money back. There is not an on line retailer I can think of that takes over 3 weeks to scan in a return and issue a refund. Did I mention that I'm on the west coast and this was UPS ground to the South. That's only half away across the country which is guaranteed 5 business days delivery. So Where TAF is my refund 3 weeks later? This will be my last purchase with them and I will review their poor attitude and service and antiquated system every chance I get.

I'm really wary writing this, seeing as I STILL have not received my package. I fear I never will. I placed an order for a maternity dress (for my first baby shower mind you) and a long sleeved t-shirt end of August 2014 (the 28th). I received my conformation email and they CLEARY had no problem taking my money. So I waited... and waited. And checked the tracking info they gave me. I've been directed to "wnDIrect" tracking. My package was last entered as on an American Airlines Flight on August 30th. I see a very tiny link that say "find other items in this parcel". Click that, taken to another poorly designed/not user friendly tracking site "MetaTrack". That informs me my package is expected to come September 2nd. Latest September 6th. Well, here we are September 8th. No package. Shotty response from the Asos customer service via their site. Generic "Please send us your tracking number via a PM" on their FB.

Maybe I didn't order a gazillion dollars worth of clothes. However, I paid money. My money that I work for. I also paid for a dress that I really looked forward to wearing on my ya know, special BABY SHOWER day. I don't know if my package will ever come (especially now that I've left this review) but I'm pretty upset and probably won't be ordering from here again.

If I could give no stars I would. Ordered a dress for my daughters prom, delivery was great arrived next day like I had payed for, opened the parcel all excited to see what it was going to look like for my daughter only to find it was completely the wrong dress, wrong colour, size and nothing like I had ordered. Emailed, messengered and tried to call to resolve the matter quickly. Had no response for ages. Finally got an email back apologising and saying that they would send me the correct dress out and refund the postage costs (great I thought it will be sorted) this was on the Friday. Monday came and I had not been updated in the correct dress being sent out so I emailed again (at this time the dress was still in stock) by Tuesday no response so I emailed again. I then checked online to make sure the dress was still in shock and surprise surprise they had completely sold out. I finally got an email back after again emailing my concerns. They told me that that morning they had gone to pack the dress and realised it was out of stock even though they had told me they had sorted the correct dress on the Friday to be delivered to me. Now I have no dress and no money to order a new one as they are telling me it can take 10 days before they can confirm the returned dress is back and 5 more days for the money to be refunded, that's 15 days, my daughters prom is in 10 days and I do not have more funds for a second dress, iv told them this but they do not care. I have sent proof of postage and that should be enough for them to issue my refund. I have been emailing back and fourth and never have the same person reply and they all say different things, they are in competent and unprofessional and I have never experienced such an awful customer service. Asos was once a great company but has seriously gone down hill. I will never use them again. I don't usualy post reviews but I felt I needed to warn others. I'm now stuck and have no idea what to do. All they keep saying is order a second dress, I tried to explain to them that not everyone has an endless pot of money. I had to save for my daughters prom dress and she was so excited, now she is heartbroken and I feel helpless.

Delivered to tge qrong address, refuse ro do anything to dix. One hour of travel each way to get my parcell back.

Useless

I ordered my order on April 17th, and then it was dispatched. Its now May 10th and there has been no sign of my order anywhere. I've contacted them a week or two before this and they told me to wait until May 10th and to call my post office to ensure it wasn't there waiting because expected delivery was APRIL 27! I patiently wait and keep checking the mail until May 10th, and there is still no sign of my package. I contact ASOS online and they tell me to wait until 10pm May 10th before contacting them again to ensure that my local post office didn't deliver it. I've already received my mail for today! On top of that, how many times must I contact a company to get someone to look into my missing package?! How many people must I call or talk to before someone FINALLY looks into it?! Customer service is awful! On top of all that, as I was explaining this to the customer service representative, he told me " Wait until 10pm, I'm ending this chat" AND THEN LEAVES THE CHAT. AWFUL CUSTOMER SERVICE! Your customer is awfully unsatisfied, and you're going to end the chat?! Ridiculous. NEVER. SHOP. HERE.

I made a purchase December 31,2019. Me order said it would arrive January 20th. That's what my confirmation order said, but according to them, it was January 21. Fine. One more day. I've trying so many times to find out where is my order and all I get is: "we are not responsible for the delivery service, we send it but we can't provide a tracking number or anything to see where the package is, wait till February 14th". Every time is the same story. I was charged the very same day I made this purchase. But for the delivery they keep telling me to wait. To wait. This is by far the worst customer service I've had. It's amazing how they send the package but no tracking number. It is impossible to track the order so you have to hope everyday for your stuff to arrive. I ABSOLUTELY DO NOT RECOMMEND THIS SITE. My sister has the same situation than me, they told her to wait till January 3th. (She did the purchase before) and again, it's February 10th and nothing. DONT WASTE YOU TIME AND MONEY. NOT WORTH THE WAITING.

I ordered a pair of men's shoes for my son on black friday with an estimated delivery of approx. 5 business days. I received a notice that due to an airport delay, it would arrive about 3 days later. The item i ordered was for Christmas, so it wasn't too big a deal. When the item arrived, the shoes were damage (scratched) and dented. I took photos of the item and started a chat with them because you can NEVER speak with a person. There is no phone number you can call to actually speak to a person! So they said they would send me out the correct pair and i could pay myself to return them and at some point would reimburse me for the shipping, What? Just send me a return label! I am not going out of pocket to return your damaged item. So when the other shoe arrived, it was totally the wrong shoe. It didn't even look like the shoe i ordered! Of course, i had to go back on chat and tell them of the situation. I also took photos of the wrong shoe for them to review. Now by this time its crunch time for christmas, so they told me there was nothing more they can do for me except to refund me the amount of the original purchase. So i politely asked (on chat) what about the shoe i need for Christmas, are you going to send me the correct undamaged shoe that i have been waiting on? I told them i would gladly return the ones they sent. I was instructed that i would have to pay again for the shoe i had already paid for and they would refund me once they receive the damaged one back. Wait, so i am paying twice and i still don't have what i ordered and of course they said it would not arrive in time for Christmas because yeah, you guys don't know how to process orders properly! Needless to say, i am putting these back in the mail and i told my son i would NEVER order anything else from this vile company. I only gave it one star because i couldn't give it a zero. Please keep your money from this scam company with no customer service! VERY ANGRY CUSTOMER!

I ordered pants from ASOS. The first time I rcvd my order they sent the wrong pants. Okay, fine, I didn't want to leave my house due to COVID. I was like okay I will reorder them. I reordered them. AGAIN they delivered the wrong pants. So, I reached out to ASOS asking for them to send me the correct pair. They said no, I have to send the pants back first. I was like I can send a picture of the pants for proof they are wrong, they said no you need to return them, okay I cant leave my house right now. They said nope sorry. So I have spent 44 dollars, rcvd two pairs of pants I didn't order and NOW have to be inconvenienced and go to the post office which I don't want to due because of COVID. BECAUSE THEY SENT ME THE WRONG PANTS TWICE. Like at this point just chalk it up and send me the right pants...

It is just so frustrating. Not every situation is black and white. Obviously someone stocked the shelves wrong and keep pulling the wrong gear, I get it people make mistakes. But, I shouldn't have to keep going to the post office to return these pants. Like can you just send me the pants I ordered?

The customer service guy was fine but wouldn't let me speak to the management team, he said they are trained to handle these issues. I get it but also there are managers in place for reasons and situations like this. To make calls and keep customers happy.

Anyways. Still pantless lol.

-Sad face

I have to give them all info regarding why I need to be refunded after ASOS received my returned. I never got my refund.

I ordered three different orders this past month from asos. My first order was two shoulder bags, order went smoothly (bags were very overpriced for the quality) but all in all I wasn't upset. My second order was a paid of joggers and jeans. Now the joggers were thick and similar to Walmart material, however the issue was my pair of jeans. The stitches near the zipper was completely torn, and the jeans itself was a darker denim as oppose to the one I ordered. Now I live in Canada, meaning i have paid over $75 to qualify for free shipping and $37 for duties and tax (just this order). So as soon as I received this package, I contacted them asking for a solution ( a refund or replacement). Three emails later their solution was for me to send it back for a refund. Now I emailed them back explaining how i would end up paying an extra $22 to ship the item back that was THEIR MISTAKE. And they emailed me back saying that since i have the jeans its " my responsibility until they get it back". No asos it's your responsibility to send your PAYING customers the products they deserve. I asked them for not a refund but a free shipping label to send the product back, they responded with "I'm sorry but you have to pay for returning the product". No asos, I'm trying to return YOUR FAULTY PRODUCT. Reading the reviews I'm assuming they don't even process refunds ( all missing packages). Terrible service for a terrible brand. Lastly, I'm always online shopping and I remember i ordered a product from a small business that was also torn, I emailed them and they gave me a refund, FULL REFUND no questions asked. Another time it was a missing item, I got store credit. Take notes asos, your brand is not doing very good. I advise everyone to save their money and shop elsewhere, i am no longer purchasing anything from this overpriced cheap brand