ASOS

Asos is like H&M, but with more flare and better discounts. MUCH MORE student friendly than any other site comparable to what they specialize in. Still, it's a hit or miss with asos. You could either get something that is fabulous and has perfect quality. Or get some abysmal fabric that sits on you like a convict suit. That's the beauty of asos. You have to really know what they fabric is made of: not just how it appears on photo.

Express delivery is a false promise. Ordered with free express delivery to Hong Kong and expected the order to arrive in two days.

Not only the order has not arrived, the CS rep told me to wait for another week and that the delay is "out of their control".
Truth is, it took more than 24 hours for my order to be shipped - how is it possible for the package to arrive in Hong Kong from the UK just in one day?

If you cannot meet your promises, you should not offer express shipping in the first place.

Customer service is absolutely horrible. They certainly do not care about delays because they could just blame it on the courier.

We order with your company, not your courier partner. So step up your game and stop making excuses that we all know is not true.

Asos lost my parcel although I was using their own returns system. They refused to give my money back even after I provided all the possible evidence I have sent out my parcel. They are ignoring my emails. The return was worth almost 200 euros. I have been shopping at their site for years and they gave me the worst customer services and kept my money for themselves. Horrible, would never shop here again and do not recommend for anyone.

Please get more professional workers at customer service. I keep having very bad experiences and they are unnecessary. This has only been happening recently and I usually have good things to say about Asos but I have been asking for a prove of delivery and copy of the awb so I can know wt went wrong. I asked dpd for it and they refused to send it as it should be requested by asos and not the customer

Hi, so i reiceved my parcel which was delivered by royal mail an both parcels were open an have royal mail stickers on them saying found open or damaged, after looking through the parcels 2 items were missing, i chatted with asos an after going through everything they said they would refund me i asked did they need they need the photos of the parcels an they person i spoke to said no as im a valued customer, now today i receive a email stating my accounts blocked an i wont be having a refund, acting like ive done something wrong, so for over an hour i chatted with people on asos chat for them to tell me each an every time they wont speak to me or wont give me an email address to contact someone

Very poor customer service. My daughter saved some money to order couple of items. She ordered size medium by mistake instead of small. When the items arrived, she realized straight away and asked for an exchange, without even opening the items. ASOS said she had to send them back for a refund and make a new order, but the items were 40 pounds more now. I told them we just needed an exchange, but they refused and insisted on making a new order for 40 pounds more, or wait until the items go on offer!
While of course the returned items will be sold to other customers for the new higher price.
She did not have that extra amount, so she just had to send them back and not order what she wanted. She is very disappointed now.
Chat reference is *******.
Order reference *******.

Horrible customer service! I made an order and two weeks later I was told my package was lost by the carrier company. I was sent a replacement package and had to pay double duty fees on it only to get my package and find that there are items missing! Customer service was very unprofessional and unhelpful with dealing with this issue! I'm very disappointed with my experience at ASOS and the fact that I'll have to avoid buying from here even though I like their clothes.

I ordered from Canada and there was no information or hint at all regarding potential sales tax or duties. I had to pay 252 CAD at the post office. When claiming this they simply say it is not there tax and they don't see the need to tell Canadian customers about his. I feel completely deceived

It used to be a good company to purchase from about a decade ago but now it's become deceiving and fishy. I was charged $19 to retrieve my package from the post office. It was not customs or taxes; they made it clear that the charge was made by ASOS. A fee called COD (collect on delivery) that Asos doesn't disclose to its customers at the time of purchase. I paid $77 for my order (including delivery fee) and another surprise $19 to have my package released. So BEWARE of this website as what may seem like a good deal on sale items will end up costing you more than the full price.

Worse company out there!

If you have a problem with your order don't expect a quick solution.

They do not have an email or phone number, only option is to contact on chat, then after you get through after maybe an hour, they'll tell you they're passing it onto a specialist team who will contact you within 48 hours, after 3 days you'll contact back and then they'll tell you the same thing, only that this time they will for sure contact you back within 48 hours

Waiting continues …
They do not care about customers.

I don't know what is going on with them but I will never buy from them again. My tracking number attached to my order was invalid. I began the refund process with the only contact service they have, the chat. The chat will take 5 minutes or more to respond but as soon as you don't respond within a minute they close out the chat so I ended up chatting at least 5 times. I was told they were preparing the refund and all was completed. I opened a new tab and begin doing other things then an hour later I went to close the tab and saw where they messaged me after they said all was good and have a great day and said "we are having trouble processing your refund if you are unable to respond within an hour this chat will be closed". I am utterly disgusted with them. This use to be one of my favorite sites. NEVER again

Order No.: ******* Order date: Sunday 04 December 2022
Up to this date 14 January 2023, Asos is illegally withholding my money for the order I have never even seen (nothing was received!).
Asos stole my time and money, so I had to advise the bank that they are scammers.
There is no channel of communication which is against the Consumer Act.
They have no phone number, no email, just a chat with bots.
Extremely pathetic, and I will never buy from them again.
If the bank does not return the money, will have to go to the police.
Asos is scammers, never buy anything from them.

I do not understand how Asos have so poorly managed Topshop orders during their acquisition process. I was one of the unlucky people who tried to return part of a Topshop order days before they were acquired by Asos when overnight everything Topshop-related disappeared off of the web. I have been waiting for my £56 return for 2 months and have tried every avenue to try and get this issue resolved. Topshop have disconnected their phone lines & redirect all communication regarding orders to Asos - who funnily enough claim I need to contact Topshop. The only way to contact Asos is via online chat and instead of helping they repeatedly claim they know nothing about this. If a company has enough money to acquire another, surely they have enough to have a implement a better process than this? During these difficult times I think it is disgraceful either company have refused to provide help on the money I am owed.

I wanted to give Zero! For overall rating.
I ordered sweatshirt through ASOS website as a present. Wrong Item was delivered.

When customer service was contacted, they could not deliver the item I ordered other than refunding full amount when the package was returned.

After 2 weeks of returning the package, the refund was not received. I have contacted them in regards to refund, but they kept saying that sales tax is not part of the refund.

After chatting more than 30 minutes, we found the FAQ from their website that full transaction including sales tax to be refunded.

They asked me to wait another 10 days to wait for the refund to be processed.
They keep claiming that they owe me 44.52 not the full amount.
They also claimed that 4.99 had been refunded already, but I never received it.

BEWARE! ASOS may scheming off of customers who are returning items and requesting refund.

I'm from Canada, I purchased some items and it came to $200 cad. When I went to pick up my package I had to pay $82 for tax and import fee. They don't tell you anything and when you ask they send you the policy link and won't take any responsibility! They don't even have a phone line just chat!
I don't recommend to shop here at all don't waste your money here. They are scams

Most of the items are faulty and bad quality. Beside this, they will not refund your money back. Even if you're lucky enough to receive a refund, it will be less than you have paid. Useless customer service. Please, avoid!

I returned an item and since they received it after 28 days I was too I would receive a gift voucher, however I've never seen it. I wanted to buy something and use this store credit, but my account is empty. After talking to customer service, they told me I would get a voucher within 24 hrs, a few days later still nothing. Order *******

As you place items in your shopping cart, ASOS encourages you to spend $120 and receive a 15% discount or $200 to receive a 20% discount. Our most recent order was above $200. After we returned one item, the order dropped to $160. However, when processing a refund, ASOS completely removed the discount, rather than re-applying, as promised, the 15% discount. So the return for a $45 item was $6. This is misleading, at best, and borders on fraudulent. Deeply disappointed in ASOS' recent approach to customer service, especially after being loyal customers for many years and recommending the site to many friends.

I made a purchase on Feb 17,2019 and it was said to be delivered on Mar 7,2019 free of charge. It is a long time to wait for a package but for free shipping I didn't mind because I needed the outfit by Mar 14. On Mar 7 it said my packaged was delivered. I checked the site for more information because I haven't received anything and the response they had given me unexceptionable. They said I should check my neighbours house or your local postal service because they have no tracking number or information about the delivery of my package. Basically saying all they did know was that it was sent out, and to wait till Mar 27 and to contact them then if it still hasn't arrived. I only shop online and this was one of the worst experiences I've ever had! That says a lot because I've experienced some questionable things.

I'm a frequent online shopper, It was first time I tried ASOS and shipping to UAE. They delivered wrong order and the order received was off lesser price with wrong trouser design. It seems to be a scam as I just lost shipping charges which is about 70% of the order value. Perhaps the company is just collecting shipping charges and making money by delivering wrong orders. Very displeased and lost fate in UK apparel companies now. Never again.

I tried to use my gift card voucher and instead my order got cancelled. After requesting me to send my passport scan and my billing address prove and sending it, I got blocked with such text:
Hello, With the information you've provided and after an assessment of your account, we've taken the decision to close your ASOS account.
ASOS have made the decision not to accept any further orders from you. If any orders are placed, they will be cancelled. As we're unable to help you further with this, any emails received about this matter will be automatically closed down with no response. Best Wishes,

Disgraceful customer service!
1. They sent me a product that they knew was faulty
2. They refuse to exchange it and expect me to return it (whilst keeping my money for 3 weeks so I can't pay for another pair)
Robbery and no birthday gift.

Terrible experience. My order was delayed, not delivered to my house and went to the post office instead and i was forced to pay over a $100 in custom fees that were hidden. Plus, they dont have free returns, the quality of the clothes i received was terrible and the fit and sizing info on the website is completely wrong. Just wasted over $500 on this $#*!ty company.