I will never order from ASOS ever again! THE WORST EXPERIENCE OF MY LIFE! I have been a customer of Asos for years but back when I started ordering they actually had customer service and a number to call. Now it is set up to drive you crazy! You can only put in your issue/request by typing it only to have AI robots give you the runaround and answer things you are not even asking. Customer service is non-existence. If you think you will get your issue solved, trust me, they are just wasting your time and in the end they will say sorry we can't help you. I placed an order (3 items) before Christmas. One item was non-returnable, the other was damaged and the third was horrible quality. The latter 2 of the 3 had to be returned. I made sure to immediately check their return procedure and processed my return before that date. Long story short, after 5 hours on customer chat, being hung up on/disconnected on their end multiple times by MANAGERS, no return will be given either for the damaged item or the shoes. I am stuck with these items and have lost my $. They have lost a long term customer based on their HORRIBLE customer service which is non-existence. After 6 hours of typing to various "customer care associates", I got a good sense of how they work and the loopholes and cycles they drive you into until you are more than frustrated. They will not let you return. There is no customer service, no understanding, no help, no contact number, no manager or supervisor info given, NOTHING! I wanted to pull my hair out by the time I was done with them and lost my entire day with no solution.It took 6 hrs of back and forth arguing, repeating, being disconnected, given the runaround and anything to avoid the return for me to get a refund for $4 for a damaged item they sent me. They are set up/trained to avoid returns and send people in pointless circles. Chat representatives keep saying IM SORRY which they clearly are not and they do nothing to keep customer or extend the service to them. I put in my return during the return timeframe and still was denied. They purposely didn't send QR code and then told me I contacted them a few days too late to let them know. They have just lost so many customers (my friends, family etc) They will not get a supervisor or manager and will not give you names or any way for anything to fall back on them. PLEASE DO NOT ORDER FROM THIS COMPANY! They are not what they used to be. I was disconnected in chat several times by managers just for asking?s they didn't want to answer. The info on their website is lies. I went by exactly what the return process stated. BTW the INFORM Consumers Act do require high-volume third-party sellers on online marketplaces as is ASOS to provide verifiable contact information, which typically includes a working phone number, to ensure consumers have a means of direct communication with the seller. ASOS has no means of contact and will not give you any names or any way to contact a real person. They will not return any money to anyone. Stay away!

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LIARS

Dissapointing, after years of buying from ASOS, i will never use them again
Frustrating and poor customer service, Ableist, and all they care about is money, not keeping customers long-term. Not to mention how disgustingly unsustainable it is to knowingly not return items that will never be worn because they don't fit.

I have been buying from them for years, spending £100's per month, this month alone i have spent £600, but they could not authorise a return for a couple of small items that dont fit as i have just missed the 28 window.

I missed the window as i have been on holiday and when i got back, as i am disabled and immune-supressed so had to isolate. I assumed they would be compassionate and allow me to send the items that don't fit back on this exceptional occasion. But they chose to not assist me and lose me as a customer and make me feel small for having a disability.

I spoke to Carla Marie and Sumran via the customer service chat and i made it clear to them i felt discriminated against, and really upset, and ultimately i would never shop with asos again. They did not care.

I'm sure they don't care about just one customer, but i would have probably continued buying everything i need from them for the rest of my life. I was buying all my new clothes, shoes, gymwear, pjs, underwear, products, presents, everything. As convinient as they are with their delivery service (which is unrealiable but still), i cannot justify the horrendeous service and frankly infuriating common-sense lacking choices. When i worked in Topshop as a floor manager, I always used my derscrtion and bent the rules to keep customers coming back, i always athorised returns as statistically they spent more than they returned, and it was just nice! I urged my staff to be this way, and it is so sad to see people working for asos who have come across so careless and actually just mean.

If I could put zero stars, I would. Wish I had of read more reviews before ordering. IF YOU LIVE IN CANADA, DO NOT ORDER FROM THIS COMPANY. This is the worst experience I've ever had ordering clothing online. They say free shipping on their website over a certain amount, THERE IS NO SUCH THING AS FREE SHIPPING WITH THIS COMPANY. I ordered 5 items of clothing that came to $250 CAD. When I went to post office to pick up my clothes, there was a $94 Collect on Delivery Fee added to it. I had to pay $94 to obtain my $250 valued clothes. Totally absurd. Never have I ever paid that amount, and I've ordered a lot more in clothing from overseas. These came from the USA warehouse. ASOS uses a company called Landmark Global to act as an agent for YOU, the customer in Canada. Landmark Global collects the packages from USA, pays the customs fee/duty and taxes, then charges you the collect on deliver fee that goes back to them. Yet you don't get to see what the taxes or duty cost or any other cost was that added up to the collect on delivery fee amount! For all you know, you're being scammed out of more money than was actually needed to be paid at the border. There is no way to find out what was actually paid at the border. Why ASOS doesn't just ship directly to the customer, instead of using Landmark Global as the middle man is beyond me! It makes doing returns impossible too. Their clothing isn't even that great of quality. It's not worth what I paid, even without the added collect on delivery fee. One pair of pants was too small that I had to return, and was required to pay $22.40 CAD for a return label off their website to do so. Yet the return label off ASOS website has the item shipping to Landmark Global and not the ASOS warehouse in Georgia where the clothes came from. Landmark Global deals with many companies, and there is no way for them to know to ship this item back to ASOS warehouse, if they even do that. I'm sure my return package is now lost and i'll never get a refund! It's already been two weeks since I shipped it back. ASOS prints faulty return labels! It's their fault! Yet i'm sure I'll be the one paying the price by not getting a refund! Overall, I paid $369.40 CAD for 5 crappy ASOS clothing items, one which is now lost in the mail. What a complete joke. I feel like a naive sucker who was taken advantage of. Customer service is completely useless and won't even respond for weeks at a time or actually do what they say they will. DON'T ORDER FROM THIS COMPANY! SAVE YOUR MONEY AND SANITY.

Wow. This is hands down the most unbelievably poor excuse for good business practice I have ever in my life come across. I have already spent hours, days, trying to get my money back from a friend's birthday gift card voucher so unless this experience truly was as unbelievable as it has been, I truly wouldn't be able to bear any more time spent on this, but people should really know.

I spent hours looking through maternity clothes on the site after my friend gifted (cursed) me with money toward ASOS. Because everything is moved from your cart to your saved items after just 1 hour of shopping, I spent enough time just transferring things back over once finally finished and felt rushed into ordering and stressed the entire time. It was $350 and meant for ever0-changing maternity body clothes, so please understand how it could take a bit longer than usual. I finally placed the order, with express 2-day paid shipping so it would arrive prior to my leaving for vacation a week later. Then, 24 hours later, I receive an email from ASOS saying that my order has been spontaneously canceled due to "suspicious account details". Hmmm... Now what oh earth would be suspicious about an account which had confirmed email and phone number, an address under my name, and a less than 1 month old gift card covering the entire amount?

It was at this point I discovered that there is next to ZERO customer service. No phone, no email, the only option for you when a company like ASOS has straight up stolen your entire gift card is to chat with people who will readily admit they can do absolutely nothing to help you with your order. Its a call center, but not even because there is no one you can actually speak to whatsoever. Instead they will tell you that they have "escalated" your issue to a department which will be able to explain what happened to you via an email which you won't even be able to respond to.

After 3-4 separate chats on separate occasions, days without hearing back from this mysterious and absolutely useless department which essentially investigates itself to find out why it did this kind of thing to you, not ever even one hearing back from a supervisor which I asked to speak to several times; I finally get an email saying that they have unblocked my account and I can go ahead and keep shopping now! No answers as to why this happened, no refund for the express shipping making the arrival date days prior to even getting a response back from customer service, and the best part. No way to even reposed to the email as it's a no-reply.

So now here I am, with less money on the voucher than before and absolutely no interest in ever ordering from or dealing with ASOS again and no way to cancel the charge for the purchase of the gift card because they have now a week plater decided to go ahead and put money back onto the card that I never want to use or see ever again. Half the items I wanted to order originally, now gone. A very very thoughtful and generous gift from a close friend that was completely destroyed by the stress and lack of service caused by ASOS customer and quality care.

I reiterate, not ONLY, was I not offered even an explanation, no offer to make up for this ridiculous fiasco, no voucher, but get this; not even all of the money BACK spent in the first place for an order that I have had to move to the cart 15 times, order 3 times, and "
Chat" with useless help about a number of times. Absolutely no recourse whatsoever. A blocked account for 5 days to not even be able to access the order or history of it. I can't stress enough the ridiculousness of this "company" all I can say is that it's primarily a scam if you let them get away with it and this company should not be in business.

NEGATIVE STARS. Take the time to read this, especially if you are in Canada I will do whatever needs to be done to expose these shameless scamming pigs who make their money off hidden fees and lie to customers with their disgusting & unethical business practice. I regret ever finding out about this store and buying from them, it is my first purchase and last one. I only saw all the negative reviews after my purchase and it was too late. I have already reported this 'business' to the FTC, doubt anything will be done since they are still in business LOL. I made a purchase of $91 of 2 items, shoes and a shirt. Their website states that Canadian customers who's orders are under $150 will not have to pay any customs/duties, ok cool. I messaged an agent inquiring about my order and asking them to ensure I won't have to pay anything extra. The agent said "Canada Post collects admin fees that are not in our control" LOL what? What are admin fees? I own an online store myself & have literally never heard of that, RED FLAG, then I told the agent Canada Post has no admin fee, and i do not owe any duties/customs for this order it is under the value. The agent is completely contradicting themselves and proceeds to make up BS telling me how " they have no control over it" and "it don't GO to us". First of all they said it doesn't go to them before I ever accused them of that, haha what a joke! Talk about exposing yourself. At a point when I called them out they just stopped replying. Caught red handed. Anyways, now I am left with smelly shoes which came IN A BAG not even a box, and an overpriced whatever t shirt AND some random a*s fees under the name COD which is "Collect on Delivery' if you don't know what that is it is a form of payment for shoppers to pay for their online purchase when they pick up the item, BUT I already PAID for it online so what they are doing is adding extra $$ for you to pay to pick up the package, this money is NOT a fee NOT duties, NOT anything but an extra TIP for them to scam you on. BTW when I showed up to Canada Post, the girl worker saw the surprised look on my face and right away said " Yeah this company is known for charging people random fees, this is not from us at all, we don't know what this is for, sorry :(" Goes to show this is their millionth time dealing with this BS.
Take a look at the hat screenshots for yourself & how these scammers speak to their customers and bluntly ignore you when you call them out. Why is this so called business allowed to operate? I won't ever know, don't ever shop with them. Even if you like them just know you are aiding and abetting criminals. That is all

I was sent a late shipping notice, which according to US FTC law means that I can reject the late shipping and get a full refund if I contact the company and tell them I'm rejecting the late shipment. If they choose to still send it, then I am still entitled to a refund without having to return the item, as the item is considered a free gift at that time.

So in this case, the same day that I received the late shipping notice (much sooner than the allowable time frame I have as the purchaser), I contacted ASOS customer service and told them that I dd not consent to the late shipment, and so they needed to refund me. They said it was too late for them to cancel the order, which was odd since the email I received was literally about how they couldn't ship it yet, so I don't see why they couldn't/wouldn't just cancel it, but that's their prerogative (following the law and refunding me regardless is not, of course). I explained to them that either way they had to refund me and even if I eventually got the items, I wouldn't have to return them for the refund based on ftc law, so I encouraged them to just cancel it. The customer service person acknowledged the US FTC law and clearly stated that I would get a full refund, and that I would not have to return the items for the refund (see the other documents I uploaded for the transcript: "me: since it's coming later than originally promised, which is why i got the notice, i have the right to refuse the new shipping date and get a full refund
ASOS [05:09:27] Yes that is correct.
Me [05:09:42] this is the ftc law
ASOS [05:09:45] Yes. You will still be refunded for this don't worry... me [05:11:28]. Since i haven't accepted the later shipment time, i don't need to return it for a refund. [05:11:45] so it would probably be best for you to just cancel it now before it's
Sent out. [05:12:24] since i don't have to return it but i am entitled to a full refund, since
Asos sent me a revised ship time, and i'm letting you know now i don't consent to it.
ASOS [05:12:35] Yes you will not return it."). He said he couldn't process the refund yet, but (for some reason) once I gave them the shipping info (which obviously I hadn't received yet since they were shipping it out late -hence this whole thing), they would process the refund without return. When I did find the shipping info, I contacted customer service again, but they broke their agreement and FTC law and refused to refund the order without a return. As you can see, the first customer service rep clearly promised a refund without return (as per FTC law), but then when I took the extra steps (which I probably didn't even need to do) that asos (bizarrely) claimed they 'needed' to process my legally entitled refund, they broke their promise/agreement with me and the law and refused to process my refund.

I placed an order with ASOS in late May. It was my first ever order with ASOS and I expected to order with them in the future so I signed up for their premium delivery subscription. Highlights of the experience.

- EVRI leaves the parcel in an unsecure place in front of my home and in open sight of the street. As a result, the packages were stolen.

- EVRI acknowledged the fault and said that I needed to go through ASOS saying "We do take responsibility for parcels left in an unsafe location, however we ask that your contact your retailer directly as we have claims agreements in place with them to provide compensation should you require a refund/replacement.
Your retailer will get in touch with us on your behalf, and will be able to advise you further on the options that may available to you regarding this."

- I got in touch with ASOS and on 1 June, ASOS replied apologising and saying that I would receive a full refund.

- On 6 June, I received an email from ASOS saying that not only would I not receive a refunds, but they would no longer accept any orders from me (note the premium delivery subscription I had just purchased). The email closed with "As we're unable to help you further with this, any emails received about this matter will be automatically closed with no response."

- My only way of contacting ASOS was through the chat function and while the representatives were extremely apologetic, they said that my account was being reviewed by a specialist team and no further information was available.

- On 27 June, I received another email from ASOS customer care saying that after review, the decision stands, I will not get a refund and they will not accept any future orders from me. No reason was given why or acknowledgement that they had said that I would get a full refund and that the courier had been at fault.

- Back to the chat function where I was told "I can see we've sent you an email 35 minutes ago saying why the account has been closed. Please refer to this email for more information. If you wish to dispute a refund, then please get in touch with your bank." The chat was then ended before I could reply that the email did not have any information.

- Simultaneously, ASOS keep sending me emails asking me to review the dresses I purchased and the customer care I received. Not surprisingly, the link in the customer care survey does not work, and my reviews for the never-delivered-dresses get declined because the review mentions the fact they were stolen and I never received them.

I now have no way of contacting anyone at the company, I've not been provided a rationale for the decision that they've made. What's even more troubling is that I've given ASOS the information allowing for them to make claim against EVRI, but they now want my bank to cover the costs of the refund. Are they essentially doubling their profit on my sale by making the claim against EVRI, but then asking my bank to handle the refund dispute.

As this is my only experience with ASOS, I would never recommend them and in fact, would actively deter people from purchasing with them.

I opened a new account and placed my first order. When i didn't recieve the email confirmation I went back into my order page on asos and checked the email address to see I had made a slight typo error. I tried to correct the email address by clicking on the edit button and removing the typo extra letter in the address but kept getting an error message so I came out of the account and a few hours later tried getting back in only to read 'due to suspicious activity this account Is now blocked'.

I contacted customer care who each time say you are speaking to the right person and they will help you with your issue and then tell you they can't help and that it will need to go to their specialist team and to expect to hear back with 24-48 hrs. As the incorrect email address is on the account i am obviously not going to recieved any emails to that address and so each time i have had it confirmed they will get back to me on my correct email adddress.

No-one from specialist team ever get back to you. I placed this order on the 6th May, recieved it in the 10th and wanting to return. I contacted customer care every 2-3 days since only to get the same repeated message please allow 24-48hrs to get back to you.
I often wonder if all these people on chat are not humans but actually robots. They certainly never appear to read what you write, avoid answering some questions and send what seems to be automated messagss.

One person I spoke to said they had corrected my email address and a few others said it is showing the correct email address on my account then someone else said it was still showing the incorrect address and that as the account was blocked she was unable to access it to change it and no- one else would have been able to access it to change it.

As it was just a very slight typo error, it is isn't any wonder that I didn't notice the error at the time when several of the people I have spoken to in customer care couldn't even see it even after i told them.

3 weeks later and having contacted every 2-3 days sometimes more than once I am still no further to returning this item. You are given 28 days to return which is good amount of time, more than enough time I thought I would need to have the issue resolved, i didnt expect to still have the parcel and for that 28 days to have expired. I have asked if I can send it back with me paying the postage myself but told that I can only go through the online returns service.

Having contacted so many times, and each time being told they are unable to help, that they are only following 'protocol' my query is with the specialist team and wait to hear back from them, on occasions I have found myself to be cut off rather abruptly,

I made a complaint, which I went firstly to an email address I had found, which later returned to me failed and was told to send to customer care. So your writing a complaint about customer care and having to send it to the very people you are complaint about!

I have even contacted my payment method to see if they could help but say each company has their own returns policy and also tell me to please allow up to 48 hrs.

That 48 hrs was up a vey long time ago now!

I placed an order with ASOS in January. One of the items was missing and I received some other item that I didn't order. I contacted your customer service and they asked me to return the wrong item for a refund and they promised to ship my missing item. When I asked them about the duties and taxes I paid because I am in Canada the agent told me that I have to submit a claim for refund with the Canadian border services agency (CBSA) + I would have to pay for the shipping to return the wrong item and then contact easels customer service to obtain a refund for the return shipping cost. I was quite annoyed at that point, but I really wanted to receive my item. An hour or so after my chat with the ASOS customer service agent, I received a first email confirming that my item was going to be shipped and a few minutes later another email stating that it's out of stock when it clearly shows as being in stock on their website. So I contacted the customer service via chat once again and the second person confirm that the item I wanted was in stock and they will ship it. The problem was the price had increased from The time of my initial order so the agent told me to wait till I receive the item and then contact customer service via chat to ask for a refund of the difference. So at this point there's quite a bit of hassle going on: I have to go back to the post office, pay 20 some dollars to ship the wrong item back, check out CBSA And fill out the refund form for the taxes and duties I paid on the wrong item, go back to the post office collect the second parcel with the correct item, contact customer service via chat again to get a refund of my return postage fee and price difference of the item. Unfortunately the issues didn't stop here, I received the wrong item twice. My replacement package contain the same wrong item as the first package. So I went through the same issues again, paid duties and taxes for an item I don't want, had to contact the customer service chat again, Go back to the post office to return the second wrong item pay the return postage again, I now have a second CBSA form to fill out and contact the ASOS customer service another time to get a refund for the return postage fee. In all my years of online shopping this has been the worst experience ever. We are now four months since my initial order and I still don't have the item I wanted, only a lot of waste of time and money and zero consideration in compensation for this from ASOS. I don't ever plan on ordering from them again and I will advise anyone living in Canada to not take the chance of something being wrong with your order, it's really not worth the hassle.