ASOS UK

Worst online shopping experience ever! Made a purchase where their display stated the product comes in "2-pack". Received only one. Contacted them, asked them to either send the remaining pack or refund pro-rata. They changed their display from 2-pack back to 1, and then tell me they are correct and it was me that has made a mistake/mixed-up. Not sure if this action is legal. Unethical for sure. They even sent me trustpilot review link and tell me to leave a review if unhappy. Beware of this unethical online distributor.

Attachments: screenshots of my order details taken on (1) May 14,2020. This screenshot shows 2-pack clearly; and (2) May 16,2020 (where ASOS changed the display after I contacted them).

Just received my order, item turned up without its belt. I order here because things are normally on point. Now the item in question is out of stock, so will start looking elsewhere to shop as I don't like the backward and forwards of returning items.

I have been shopping at ASOS for more than 3 years and I can honestly say that I am very satisfied with their overall service. I'll be honest, if you're looking for quality branded clothing, keep away! But having said that, the items I have purchased have always been of decent quality and arrived quickly. The returns policy is also very easy to use and understand.

I have bought a variety of items, including flat shoes, dresses, and earrings and they have all been of satisfactory and affordable, and are still in okay condition even after several years.

Terrible.
3 weeks and still waiting for my order!

Every day, I chatted with someone different, all giving me rubbish excuses and that the package will be sent soon, soon after a supposed 'IT' issue, as well as another saying it's an issue with the carrier.
It's been a week and told the same; that their specialist team will contact me - what a lie.

If they cared, surely someone could go and get the clothes I ordered, put them in a bag/envelope and send them.

We won't be using them again!

Update: tried to get a refund, as Under the Consumer Contracts Regulations your right to cancel an order starts the moment you place it and doesn't end until 14 days have passed from the day your goods were delivered to you, but they wouldn't even do that.

Disgusted

I ordered the items on next day deliver on a Sunday and I am still waiting on a Thursday, Customer service just tell you to wait and they don't know where the order is.

AVOID this company, they simply do not care.

Bought a bikini from ASOS - had to buy the top and bottoms separately as this was the only option. Quality very poor and the first time I wore it the bikini top broke - wire poking through the fabric into my chest. I had already worn it so unable to return. I contacted ASOS who agreed to refund the top but not the bottoms as "they are not a set"?! The bottoms are now unwearable as they don't match anything else I own, and the thing that frustrates me the most is the inability to speak to a rational person who understands that this stance is ridiculous. I will never be shopping with ASOS again. I've never encountered such frustrating and deliberately obstructive customer service.

Since writing my last review regarding Asos, I have contacted the consumer programme Watchdog regarding my complaint. I suggest others do the same as it might have more of an impact and Asos might realise they cannot treat their customers this way, after all we are paying good money for them to provide a service, which they are clearly failing in doing. They are an absolute disgrace!
I have taken my complaint regarding their couriers to the Retail Ombudsman, how can a company of this magnitude think it is acceptable for their couriers to leave a customers order in the street unattended and not even post a card through their letterbox, if it happened once I'd be annoyed, but accept this, but this has happened numerous times. They are quick to take customers money but not so quick to deal with complaints!

I purchased the Asos Premier service on 26/09/2022, the main feature of which is next-day delivery.
On 12/10/2022 my account was blocked for no reason.
I have contacted Asos many times about this problem but they are unable to resolve it.
On 14-10-2022, I received an email stating that my account was active, but this was not true, so I could not log in and use the service.
In addition, on several occasions, Asos did not deliver my orders the next day and I only received them 3 days later.
As Asos is unable to resolve the account issue and prevents me from using the service I have purchased, I requested to cancel my Premier subscription and issue a refund, but Asos just ignores customers.
Customer service is extremely useless and unprofessional, and the management is disreputable- they do not care at all about the poor and scammed customers.

Warning parcels are not leaving asos. Orders not being received, refunds refused, poor customer service. On twitter on the news a man was saying how much debt asos are in. I think they're going onto liquidation soon. Do not order unless you want to risk never receiving your order and not getting a refund. They put all the blame on evri but evri are not even receiving orders from asos warehouse. Beware scammers! I still havnt received my order and everytime you get through to a foreign sustainer service operator they keep telling you to wait 2 more days baring in mind you have only 30 days from when you ordered to get your money back. Absolutely disgusting they would steal from people in this financial climate. Also all customer service emails even to the director just bounce right back. Asos are in trouble, order at your own peril

I accidentally left out an underscored from the email address the voucher was to be sent to. I contacted them the next day (by live chat) and explained and was told it would be sorted. After a week I re contacted them - had to go the same info and was told it would be sorted. Still nothing! I tried to reach out to the email address I had wrongly entered and it would not accept an email - making me believe the voucher was never delivered. Long story short - I finally received my refund after 9 weeks and many, many, forms of contact - email, live chat and customer service - which I was charged a rate per minute. So please be aware.

They have refunded my items when send back but most of the time get the shipment correct. I only had one wrong item so far and I ordered 6 times. Sizing helper is great and the app is very well made. Shipment is usually very quick too. They do videos and very accurate photos of the product. Service and products aside, the brand is very modern, catering to people of many backgrounds and is very efficient.

I ordered 4 bridesmaid dresses from ASOS as unfortunately when they came the colour wasn't quite what I was looking for, so we sent them all back. All refunds came back as promptly without any fuss and some bridesmaids didn't fill in the form correctly. So the site were fantastic and I didn't lose any money :) Also the dresses were good quality and very cheap. I will defiantly shop here again.

I liked asos, I ma their costumer more than 3 years but lately (half year) their
Services are so bad
Their order process is one week after you put order, delivery too late or even never come.
But what happen now is too much.
I made order for one couple as a gift, I made budget for every one to have the same value of gift... after one week asos sent me email "order dispatched" and
After that another email came with "we sorry one of the items is missing, out of stock"
Are they serious? Why didn't let me know and ask me if I still want the order?
Its holiday season they should know it will be gift specially if the delivery address is not mine
Anyway even if not they should first contact me and then dispatch it

I am done with asos bn

This is the second order I have waited days for. I pay for premiere delivery which is supposed to be next day delivery however I am now into the second d day of waiting for a delivery even though I pay for next day delivery.
I have tried customer service which is automated and they stated I would receive my delivery next day which I haven't. It is so frustrating when you cannot actually speak to someone to sort the problem out.
After 10 years of shopping with asos I have now had enough and will not be ordering from them again

Ordered 2 items on 31st July, order accepted & paid for. Estimated delivery date 3rd August. Heard nothing since. Don't think it's even been dispatched. Hard to contact just keep directing me to faq. Will not use again.

Although I've been shopping with asos for a very long time they have recently come up with some strange international shipping idea and instead of receiving my order after 10 days I got it after a month. I have never received any reply to my complaint. *******@asos.co.uk address exists only in theory, in practice the messages get returned as undeliverable. I don't think I will be coming back.
Reasonalbe quality clothing at reasonable prices.

Terrible store, blocked and did not return the money.

Order No. ******* 04/26/2023.

They returned part of the order to them, but they simply blocked and did not return my money.

They don't care about their customers, saying that they can't solve the problem they created themselves.

Never mess with them - they are not adequate.

Is it possible to unilaterally so unscrupulously?

I am shocked what has happened to this company! Last week they ran a promo of 50%off, I entered the code, and the discount was reflected in my cart, however when I began entering the payment info, the price changed. Needless to say, this occurred multiple times. I chatted with a rep by the name of MariaJennell who claimed I was lying that Asos never ran a 50% off promo. She was claiming this despite me having a screenshot of my browser history which captured the code, she claimed never existed. I asked for a manager 8 times, and she refused to transfer me to one. Since that time I have chatted 4 times, and advised I wanted to file a complaint, each time I have been told that my complaint has been escalated and I would be contacted in 72 hours. Needless, to say that time frame has passed, no one has contacted me nor responded to my many emails. The service is appalling!

Do yourself a favour and do not order from this website. It used to be much better a couple years ago. The customer service policies are very stict and unfair to customers. They truly send you defaulted items and if you don't receive the item, they tell you to check with your neighbours and they just don't do anything about it.

I have tried to communicate with customer care service but none of the employees were helpful. Especially Priya from ASOS Customer Care. I made 3 orders from your site one 125 pounds, one 87 pounds and one 93 pounds. The 2 orders came smoothly to my nearest post office but the one that was supposed to come on 8th of October never came. I told that to the customer service and they put me into a set of actions like it was my fault. This is unacceptable from a site like ASOS to have this kind of treatment to the clients. That was my last time ordering from your site because of that incident. I am very frustrated from how they treat their clients. The delivery is over 12 days delay and I get no response from their customer service.

My goodness, I met a group of EU liar, the customer service did not provide the delivery certificate, did not receive any goods for more than 40 days, send an email to them, every time is a reason, do not give me a refund, terrible British liar!

I as going on a sailing trip and so i bought a bunch of stuff from swimsuits, sandals and dresses bec i gave birth and nothing from my old stuff is my size.
I chose next day delivery, and paid extra for this service. Just to make sure i get everything in time, in case they don't fit well.
This was june 1st. Not its june23, i didnt receive anything, the shipping website states that the order is on the way back to ASOS.
When i contacted ASOS, they had no answers, no help, and basically they told me theres nothing they can do and that i have to wait for a whole month until they receive the things and check it and then i get a refund if the package is returned safely. This is a joke! I pay money, expecting a service and this is the way I get treated.
I would imagine, after totally $#*!in up my trip. To either refund me instantly, to offer to send them back ASAP. Anything,
Its been almost a month now, and nothing... nothing from this horrible company. Such a rip off!

Stay far away from this company, I brought a pair of shoes for my son but didn't receive them I contacted their support was told I would be refunded and then they sent me a email refusing to refund me this company is a big scam so I'd suggest staying as far away as possible from it