Package was lost in the DHL local department, which DHL confirmed, however ASOS claiming that wasn't the case as they were told by DHL otherwise. Essentially Asos has blocked my account and ignored the emails.
~400$ lost. Continuing on the legal pastern and suggesting others to avoid this company. It's first time experience in my life, not sure how they still exist.

Bought a sweater and a cardigan, frankly the price was very cheap and the pictures looked good. The actual items received were good, but they don't last. The sweater lost its shape after one wash, and the cardigan seems to be polyester, which easily gets static electricity.

Don't order from this website
It's a SCAM SCAM SCAM
ONKY ROBOT TALKS TO U FOR ISSUE AND IT WILL GIVE U GENERAL ANSWER
NO HELP. It's a fraud

Terrible customer service. Overseas chat/call centres with no complaints team. What company has no complaints team? ASOS has really gone down hill and I will never go through the hassle of shopping with a company with no adequate customer service. I was told incorrect information after being on chat with them for two hours and then the manager "Rafael" cut off the chat when I informed him that the information was incorrect. There is no recourse for customers.

DO NOT DEAL with this company at all. They have no true customer service team and will wrap you up in a constant loop of chat system deflection. Even if you eventually manage to get an email response from a so called manager they will then refer you back to the chat option as a means of dealing with things and the same things happen. They are either employing absolute inexperienced idiots or are displaying deliberate deflection tactics to annoy people to the point they just give up - based on the amount of people who have given the same generic answers I am thinking it is the latter. We have asked for their complaints team, their legal team and to what industry body we can go to and every time they refer back to contacting them via the chat facility which they are now laughingly calling a 'real time' option. Absolutely disgusting that there is no avenue within this company to properly complain.
Our case is simple. We ordered 3 jackets and wished to return 1. The items were delivered to the post office a week earlier than the scheduled date given, however we were not notified that the delivery had taken place and the post office couldn't sms as they had not been given my mobile number. Only after I checked a few days after the scheduled date did we realise the goods were available for pick up from the post office and once we had we wanted to return 1 of 3 items and went on to raise a return and subsequently have spent an inordinate amount of time via their 'chat' system dealing with the overseas call centre mentality of deflection constantly being told we had to raise the return within 14 days of delivery. Our point that we were not aware delivery had taken place is accepted by them but they have ignored it and said 'the policy is...'
Any decent company would take a look at the facts and make a sensible decision here however they simply keep saying they cannot change it and refer us to their 'real time' chat system. Its an endless loop of stupidity.

I've been customer to ASOS for a long time because it had free delivery and good return policy which is important to be competitive on the developing market of internet shopping. They've recently changed their return policy, so read carefully! It says "28 days for return" as a headline but you actually only have 14 days to register your return and the rest 14 days are to send your items back.
I always read carefully the return policy so I noticed this change. Unfortunately, I started to register my return last day late in the evening and experienced technical issues to login to my account so I didn't manage to register my return before the midnight. After I updated my iOS I was able to login to my account again but the return button has already disappeared. I contacted the support team directly next day and asked them to help me with returning of some items of the order (some I wanted to keep). They refused and said that it's against return policy even though I explained the situation and said that it has been just a several hours late (not even one day). They also asked me to send print screens of my login issue which I unfortunately didn't do. So my advise - do print screens on every step that you do on their web page or just do not order from ASOS to avoid complications. There are other market places which offer better return and refund policies up to 60 days (not just 14). Really disappointed!

I'm not really sure how some of these reviews that I'm reading are able to get a hold of a customer service person. I was told there was no phone number. Chat but that said getting a person but the answers to everything were so scripted I do not believe there was an actual person. I will never do business with this company again only companies that have phone numbers so you can talk to an actual person. Unfortunately it cost me $300 to find this out. ASOS hates their customers.

Terrible company terrible customer service. Half the stuff they have is poor quality and looks different to the pictures. That's if you get what you ordered. Refund process is ridiculous. They sent me the wrong item and have had the parcel returned and received for over two weeks and want me to wait another week or two for a refund. No apologies for their error. Rude customer service including from a Manager. Save your time and money and shop elsewhere.

For no reason they just blocked my account and my card, trying to contact costumer support, they just blocked another several accounts of mine not letting me order items I wanted

I order a pair of Nike air max Bella shoes. I got some high chunky heel black and white converse. Customer service is literally not helpful at all. Says they can't locate my real item. I am so confused on how these people shipping orders are so dumb. Like how do you mess up THAT BAD. Now I have to go out of my way to package it up print the label and drop off to UPS. Meanwhile still not have any idea what's going on with what I ordered. I guess I won't even be getting the correct item. She offered nothing for all this hassle.

I ordered a T-shirt and jeans there this month. The T-shirt came in 100% cotton, and the jeans are of questionable fabric, you can't tell from them that they are straight natural jeans.

I ordered a skincare item that came outside of its box, unsealed and probably used 😳But what's worse is 1.it came 2 weeks late and 2. Their customer service is horrendous.
It's been 2+ weeks of trying to get a refund and I think these guys are a total scam…Dubai, avoid at all costs!

Briefly said: I have wasted lots of energy and time on these BRAIN-LESS, trying to get my money back for mistakes made by them. The customer service is the worst ever, they don't refund you, they misinform you, tell you to drop the package you want to return to the post office but the post office says they don't have a deal with them and I have to pay for the postage. Then they don't make themselves responsible, even though I have proof of the chat. Every time I contact them over chat, I spend a min of 40 min, but tonight 2h. They don't answer and are disrespectful. Send standard messages like "don't worry" and copy/paste them again, which is extremely rude, as if I was stupid and wouldn't know what they do. I have lost my patience. They are a bunch of id... Disrespectful, rude, not caring about the business as it works anyway. I hope their business will die one day and they will all lose their lousy jobs. They simply don't deserve them as they are incapable to provide good service, but on the contrary: they cheat people!

I have been a customer for over 15 years. I made a huge order this morning, went back 15 minutes later to make a change (which they state is ok on normal shipping), and was told I had to pay another full-price shipping fee for one small item add-on. After an hour on hold with customer service. They are greedy and extremely unhelpful. Basically, they don't do what they promise and will take your money regardless. Stay away.

I bought a pair of sneakers. I took them out of the box and a piece of the leather on top was torn, and the soles were dirty so they'd clearly been worn. I returned them and they refused to give me a refund saying the shoes were not in new condition. Indeed. What a scam. I had my credit card company reverse the charge. ASOS sent me an email prompting a review and I wrote what I've written here, and including photos and wouldn't you know - they rejected the review as it did not meet their criteria. Yikes. I can't imagine how they can operate this way. They definitely have a huge inventory, but beware when you buy from them that you may end up with issues.

I ordered a few items, as per their sizing chart. When I received the pants they were huge! Then I went to return them, and it was going to be almost $23 to return the item. Which was stated there was going to be a fee until the last part of the return. When trying to communicate with the customer service agent, they were condescending. And while I tried to point out it doesn't say there will be a fee for returns under the FAQ's they told me there was a flaw in their system that they are working on. So they admitted to having incorrect info on the website and still wouldn't retract a fee to send them a return.

I have ordered form ASOS too many times and never disappointed. Good quality, good prices, superb customer support. I am a life time customer of asos. Recommended

2 orders screwed up so far. First order the one jeans ripped on the back right away on day one of wearing. (Definitely the cheapest quality material) my second order lost, refunded but no way to log a complaint or no offer for inconveniences. Totally a waste of money