THEY WILL NOT SHIP YOUR ITEM. THEY CANT EVEN CALL THEIR CARRIERS TO CHECK. UNINSTALL THIS APP IF YOU CAN!

I ORDERED A CLUTH BAG FROM ASOS, I RECEIVED A CONFIRMATION EMAIL AND TRACKING INFORMATION FOR MY ORDER. I WAITED A COUPLE OF WEEKS FOR MY PACKAGE TO ARRIVE AND I THOUGHT IT WAS RATHER UNUSUAL FOR IT TO TAKE THIS LONG FOR A PACKAGE TO ARRIVE FROM ASOS. SO I USED THE ONLINE TRACKING TOOL TO RESEARCH WHAT MAY HAVE HAPPENED. THE TRACKING SEARCH TOOL FOUND THAT THE ITEM CLEARED CUSTOMS AND NOTHING FURTHER. I CONTACTED ASOS ABOUT MY ORDER THROUGHT THEIR VERY COMPLICATED HELP PAGE ON THEIR WEBSITE WHICH ONLY ALLOWS YOU TO CONTACT THEM BY EMAIL( CHAT IS NEVER AVAILABLE). TWO DAYS LATER I RECEIVED AN EMAIL RESPONSE TELLING ME WOW IT HAS BEEN A WHILE SINCE YOUR ORDER SHIPPED AND SORRY YOU DIDNT GET IT BUT WAIT 48 HOURS FOR THEM (ASOS) TO RESEARCH THE MATTER AND GET BACK TO ME. THREE DAYS LATER I SENT A REPLY EMAILT TO THE AGENT WHO REPLIED TO INITIAL INQUIRY AND RECEIVED NO RESPONSE. I HAD TO START THE ENTIRE INQUIRY PROCESS AGAIN ABOUT THE ORDER WHICH I STILL HAVE NOT RECEIVED ONLY TO GET ANOTHER EMAIL RESPONSE EXACTLY THE SAME AS THE FIRST ONLY WITH INSTRUCTIONS FOR ME TO SEARCH THE EXTERIOR OF MY HOME FOR IT AND CONTACT MY NEIGHBORS IN CASE THEY RECEIVED IT FOR ME. I HAVE ORDERED FROM ASOS FOR YEARS AND NEVER HAS A DELIVERY PACKAGE FROM THEM TAKEN THIS LONG TO ARRIVE NOR HAS IT EVER REQUIRED A SIGNATURE UPON DELIVERY OR GOT LOST ANYWHERE ON THE EXTERIOR OF MY HOME. I AM FURIOUS I HAVE DEMANDED A REFUND AND I STILL HAVE YET TO GET A RESOLUTION WITH ASOS.COM FOR THIS ORDER NEVER RECEIVED. DO NOT SHOP ASOS.COM

Bought a North Face puffer jacket from ASOS, chose the wrong design. They allow cancellations a few hours after purchase but as I was not in time to cancel my order, I contacted them and their CSR said she would request for the order to be redirected to their returns warehouse address instead of my delivery address. A tracking number was provided and I monitored the tracking all along. Weeks passed and the order finally arrived at their returns address. I had to constantly contact their customer service to follow up on my returned order. The first CSR confirmed receipt of my returned order and that they would process my refund soon, and if I still have not received my refund by 3rd May, to contact them to process a manual refund on the spot. A week went by and I still have not received my refund, so I contacted them again only to be told that I had to do an "advise check". The CSR wanted me to answer some questions to confirm I had never received the order. Most of the questions asked were ridiculous even after telling him a few times that the parcel was never delivered to my address but it went to their redirected address arranged by their own CSR. He said this was their "standard procedure" so as to enable him to carry out an investigation with the delivering partner. Then went on to say I would be notified on the outcome within 48 hours. 48 hours passed but I never received any updates. Continued to send them emails only to receive automated replies but never a proper human response and I can no longer trust them. They kept going in circles, reassuring you that you would receive your refund but they never intended to process it at all. LIES and despicable methods ASOS use so as not to process your refund! Opened a dispute case and FINALLY got back my rightful refund!
You have been WARNED - STAY AWAY FROM THIS DISGUSTING STORE! DO NOT TRUST!

What a horror show in customer experience, they read from a pre set script, no one cares to investigate properly delivery issues. Be ware when ordering from ASOS and don't select the click and collect option!

I placed two orders during their back Friday within a few days of each other. I selected the click and collect option, to collect at a DHL pick up location, Hema, Beek, the Netherlanda.

I received an email that the package was delivered at the DHL pick up point...but not an email with a QR code that is necessary to collect it. I also never received an email that it was ready for collection only that it was delivered to a DHL pick-up point with a signature on package 1 with the name Zoe, and package 2 the name Roel
I went to the DHL pick up point three days running, they said that that delivery did not exist in their record and they could not find my package. I begged them to keep searching and they could not find it and said the package did not exist in their system.
I contacted DHL by email, by phone, by chat they said they can do nothing for me if I am not the sender.
By day 5 the packages were being returned to sender.
I contacted ASOS from day 1 and they kept asking me questions as if it was a home delivery and if I am sure that it is not at a neighbour or left at outside my house. I kept explaining that it was a click and collect package which is also indicated on the order and they keep asking me these questions, to check with neighbours!
Further when the package was returned to sender they are asking me if I refused the package,,,after I explained what seems like a million times the situation.
If anyone took the time to investigate, it is clear, the service level with DHL was wrong either through their or DHL's fault. I selected Click and collect but the service level was still home delivery. So they delivered it to the parcel shop and it showed as a successful delivery to that location, the end. But it was not then passed through the flow of a parcel for collection so the pick up location could not see it.
I spent days contacting, calling, emailing chatting with ASOS and DHL but no investigation really took place.
Horrible customer service!

I have been purchasing from ASOS for years now. I always liked their selection of products and they (used) to have pretty decent quality. But the last few times I have ordered (why I keep ordering I dont know.) have been bad experiences. Firstly, as a Canadian customer it's just not worth it to buy from them. You have to pay for returns which are extremely expensive so it better be worth it. Furthermore, if you order items over 80$ you usually get nabbed for duty and it's BAD. But more than that each time I have ordered in the last 6 months I have not gotten my order for almost a month. The site will tell me the date by which I should definitely recieve my items by and they just dont come until well after. Currently, I am waiting on an item that I had ordered to come by Christmas (and the site told me it would) and it still isnt here a week later (its been over a month now). I contacted customer service and they are no help at all. Each time I have contacted them in the past about missing parcels they just keep giving me another week to wait and offer no recourse. The other thing I dont agree with is that they do not give Canadian customers tracking numbers. This means they/you have no idea where they parcel is. The CS rep told me to call around to various post offices so I'm basically on a wild goose chase for my item.

Further than this I have experienced many site glitches where I order an item, order goes through, then I recieve an email a day later saying the item is out of stock. Another time their site glitched and an order went through 2x and I couldnt cancel the order within the hour time frame because the site was down. They told me I'd have to wait for the item to arrive then return it... major hassel for me and that means I have to wait until the item arrived, pay for shipping back, then wait another 1-2 weeks for the item to get there and them to process the refund.

After many purchases I will not be buying from them again.

I have had many small squabbles with Asos, because there is almost always a little problem with any order. But I looked past it because solving it would not be worth the effort it would take and because ultimately the prices so cheap.

However, it has happened REGULARLY that they claim to not have received my returns, so you want to hang on to your receipts for dear life or you lose everything. In total, I have probably lost well over 300 pounds because Asos claimed they didn't get my returns.

This time, however, was even worse; I ordered a few items for my upcoming vacation two weeks before my flight. I purposefully checked the tracking info and stayed in 2 days in a row, not leaving my flat, waiting for my parcel. Asos sent me emails 3 times claiming I was not in and they could not deliver the parcel, however, both I and my flatmates were in the house and we KNOW that a delivery truck probably didn't even pull up (we would have heard that).

So I contact Customer Service and tell them the issue. By this point, 7 days have passed. They say they cannot redirect the order to be re-sent to me; it's their policy that after 3 "failed" delivery attempts, the order goes back to the warehouse and is processed as a return. I make sure to understand this correctly; they said I'd have to reorder all the items I wanted again in a different, separate order because the first parcel was definitely going to be processed as a return and I would receive my money back for that. To make sure, I did tell them I was not going to be in much longer as I was going on holiday and they said they understood and would not send me anything.
(A side note here; the customer support person was incredibly rude and passive-aggressive. The lady later was nice, but still unhelpful.)

Fast forward to today; 16 days after first placing the order, it has reappeared and was delivered while I am on holiday. I am not going to be back for a month and when I tell Customer Support about the issue, they say there is nothing they can do and that if I want to return anything after I am back from my holiday, I would maybe get a gift voucher.

I am incredibly upset because I did nothing wrong in this situation and Asos does absolutely not care. And they never do, so do yourselves a favour and shop somewhere else - Asos' prices are not worth the headache and in 80% of cases, you'll probably want to return stuff anyway; and that is where the real nightmare starts.

DO NOT PURCHASE FROM THIS PURVEYOR! NONONOOO!

First time customer and never, ever again. They advertise "free returns" and no where do they specify you must use UPS in the US. When I attempted to return the items I informed them I do not have a printer and have sent multiple emails requesting information regarding how to return via the USPS. They keep spamming me with "here's your UPS number." I was absolutely willing to pay to return and informed them of such but nope, kept sending me a UPS number. I supplied every. Single. Bit of information regarding my order: My original email contained the Order number and date. You would think they could simply look the order up via the order number. Nope, not good enough. They wanted *me* to supply alll the item numbers, size, description, color etc. which I did. Nope, still keep getting UPS tracking number. This has been going on for weeks and my sense is they use delaying tactics so the customer will miss the date to receive their money back.

I am totally fed up and will contact my credit union tomorrow to do a charge back. I am also contacting my state's Attorney General's Office, Consumer Complaints/Fraud and filing a complaint. I advise everyone to do the same.
When ASOS starts having financial institutions taking our money BACK from this company and refunding it to us the consumer on a regular basis maybe they'll stop using fraudulent advertising and return methods to rip customers off. No wonder people get their money back and don't send the items back: You waste their time, jerk them around for weeks and months and then you pay, ASOS. In EVERY WAY.
This company is despicable.

I contacted ASOS about my package being shipped to the wrong address the second I received the email that my product was being shipped. I went through fedex before I ever contacted ASOS since they were in charge of shipping. Due to the secure shipping method ASOS chose, I was told by fedex to contact the shipper and that they in fact could change the delivery. After sending an email to ASOS and getting an automated response I already knew they didn't care and weren't going to do anything about it, but I went ahead and tried anyways. I managed to find a live chat for assistance where I talked to an ASOS employee named John. He seemed as though he was going to be helpful and get things squared away only to send me an email later that looked like it was meant to be sent to another employee at ASOS telling me to change the address of the delivery and update him. How was I supposed to do this you ask? I have no idea since I had no control over the shipping. My product was in fact delivered to the wrong address over two hours away from where I tried to change the address to and left at the door. Mind you I had the correct address on my Apple Pay which every other place I've ever ordered from online uses. I was also never given a chance to see the address it was being shipped to until it was shipped. This time frame put it outside of the window to cancel my order and replace it.

The take away, by absolutely no means can you count on their customer care. They do not care about their customers, they just want their money.

Update: ASOS still refused to help even after explaining my situation. I asked for a refund and they told me I had to go check for my order which was delivered more than two hours away, before I could request a refund. I explained it's going to be more expensive in gas to go check for an order that's probably no longer there, than the order cost in the first place. The lady I was dealing with, Lea just kept apologizing, but doing nothing about the situation. She told me I had to check if my package was there before I could request a refund. "I then said it's not there what's the next step?" Implying I wanted a refund. I also explained it had been delivered hours ago and these so called customer care workers literally ended the chat while I was asking for help.

Take Away: support literally any other business. These customer care employees do not deserve the pay the are receiving for the little effort it takes to be decent to a customer that has been screwed over since they refuse to do their jobs and take care of the customers. It's pretty disgusting to see.

Don't buy, poor quality for the prize. $#*! customer service and awful refund system. BUY SOMEWHERE ELSE

Suspect Asos are selling stock they do not have and benefiting from holding customers money.

Lets look at it from a physical shop perspective. You walk into a shop, the cashier checks they have the size you need. Confirmed your sized items are in the store room you pay at the counter and the cashier goes to get your items. A long time passes so you ask floor staff where the cashier/your items are. The floor staff have no idea. As you continue to stand in the shop waiting, you spot another cashier. Maybe they can help?! This cashier engages with you but states he does not know where the original cashier or your items but gives you a phone number (tracking number) which does not work. So you go back to this cashier to explain the number doesn't work and this time he acknowledges you have paid for the items but informs you Asos will be holding on to your money for now. However he assures you you can go home happy (without your items or your money!) because the customer service team will 'be in touch' in 18 DAYS. Does this seem normal to you? When Asos FINALLY get in touch they do not know what happened to that cashier or your items and low and behold they are now out of stock of the items you originally paid for?!

Whether it's clear cut fraud or not, Asos are breaking their obligation to uphold the Consumer Agreement Act by failing to deliver products purchased within the agreed delivery date. I urge anyone who is experiencing these issues with Asos to seriously consider opening a dispute. I also urge anyone considering buying from this company to read all the reviews you can find (there are numerous reviews similar to mine).

There needs to be an investigation into Asos conduct. Watch this space! Asos seem to have a positive reputation in the past so perhaps they have changed management? Perhaps they are now on the brink of bankruptcy and have to go to the measures of selling stock they do not have to stay afloat? Perhaps it is just fraud and they are relying on those customers who do not open disputes? Perhaps they are actually just seriously incompetent (this one seems the most far fetched!). Maybe Asos should advertise for short term investment for zero return - this is what they are doing only consumers are conned into doing so!?

BE VERY AWARE!

I ordered a hat from this company. What I received was a bikini bottom, which, oddly enough, was the exact same color of the hat, pastel green plaid. It was in a small plastic bag featuring a label that read, Green Plaid Bucket Hat. Huh.
After much wasted time trying to communicate with the virtual customer service thingy, I was able to reach a purported human customer service representative.
So I have to return the bikini bottom before I can receive my intended purchase. Firstly the only option made available for returns is printing out a label for the return package. I do not have a printer, haven't for years. Not an uncommon situation for people in this age of paperless everything. I rarely even get mail from the postman these days, with the exception of the ads/coupon flier every Tuesday, which I have been informed would require an act of congress to stop from arriving.
A brief aside;
I have noticed this return item trend with other online companies, and I can't help but suspect it's an attempt to discourage people from returning merchandise.
Also, it seems as if I'm somehow required to pony up funds for the return postage. Wait... what?
Now that is just plain crazy.
I related my difficulty to the 'service rep' and was told to go to the library. I don't even have a library card. All my reading now takes place online too.
So this company is basically holding my purchase hostage and will only release it to me when they receive the bikini bottom.
Now, my take on this is that I never ordered this item. I made no request whatsoever. I had nothing to do with this arriving at my mailbox. This is/was through no action by myself, and now I'm obligated to spend time and money to insure that their property is received back by them.
You want it, come and get it. Send a Ups truck, or I'd even be willing to drop it off.
I was informed that was not their policy.
While I was pondering this annoying response, they hung up on me.
I was informed that since they hadn't heard a reply from me in 60 seconds, they assumed I was finished. Call it what they will, but I know when I've been hung up on... Maybe let me know there was a timer running? Of course not. Why would they do that? I'm sure after the convoluted process one endures to speak with an actual person, that a great many, myself in their ranks, just give up.
So I've decided to just cut my losses and wear the bikini on my head. I'm an old enough woman now that it's quite possible that I can get away with this kind of ridiculous behavior. It's a benefit of old age no one ever tells you about. Maybe it will catch on. In a world where they rip large holes in clothing and call it distressed, anything is possibe.

I ordered a North Face puffer jacket from asos for 200€ and in the mail i got a scarf! I think that sums it all.NOT A TRUSTWORTHY COMPANY!

I did order T shirt medium size but ASOS send me 2XL
I sends review 2 times at ASOS website and they removed and don't care about that issue
So sad

I had been waiting for a dress and a belt for weeks. At first, Asos sent the wrong package, they sent me men's shoes. Then they send only half the correct items, the belt, to the wrong address (the billing address). Then someone tells me the other item will finally be shipped to me. Then someone else tells me the order is cancelled and will be refunded. ALL THIS TROUBLE AND NOTHING TO SHOW FOR IT?! BECAUSE OF ASOS' CONTINUOUS STRING OF MISTAKES, THE ITEM I HAVE BEEN ASKING FOR IS NOW UNAVAILABLE. This is the worst service and is UNACCEPTABLE! I had never indicated that I didn't want the dress anymore. I always clicked "Replace" and not "Refund". In fact in every email, I had practically been begging for the dress. At this point, the customer service is ridiculous. Why is it so hard for someone to understand? I feel like Asos owes me a dress. I was supposed to have received this dress two weeks ago, should the continuous mix up never happened. Why isn't their customer service doing their job? I am so upset. Every day that I followed up, I got an email from a different employee with the wrong solution. I am now actively telling people not to order from Asos and I have a string of emails as proof! I am so upset with Asos! Their customer service has put me through over a week of a string of mistakes only to result in no dress because of their errors! I have a record of all of these emails, my requested actions, the continuously faulty results, and screenshots of this hellish retail experience. Just a refunded is not acceptable after I have been lied to for a week, being led to believe that the dress is on its way! People should be warned that their employees cannot seem to get anything right and they should be warned of this extended ordeal I've gone through, all because I wanted them to just send the whole order that I paid for weeks ago but no one could get it right. I am so pissed off and this isn't being taken seriously by Asos "customer service".

Then they put the blame on the Post office, but it's not true, it's ASOS who didn't pay the shipping