I have ordered my first parcel from ASOS in June with the next day delivery (Friday) to my house in Swindon as I had an important day to come.

In the evening of the promised arrival day I have received a message that the item is going to be delayed and will arrive next day (Saturday). On Saturday morning at 6 am the tracking order notified me that my package arrived to Swindon. Later, I have received a message saying that the item will be delivered from 16 until 17 pm. However, that afternoon I had to travel to the different town (with my items!) so I wouldn't be able to wait for the delivery. Therefore, I went online and chose "self pick-up" option, hoping that I would be able to pick it up myself on my way. The online service gave me an option of two nearest places but didn't notify me about the time for the possible collection until I pressed the button. After I did it, the website informed me that the earliest time for pick up will be Monday afternoon!

So I have tried to ring your hotline number, waiting for someone to talk to me for 20 minutes! When I finally came through, the girl on the phone said that she can't cancel my "pick up" option and asked if I really don't have anything to wear from my wardrobe. (Seriously?)

On Monday afternoon I had to ask my boss to have an hour break so I could drive and collect the parcel. The website of the pick-up point said that place will be shut for a break from 13:15 until 14:15 However, when I arrived at 13:03 it was already shut! To my luck, the gentleman who worked there was kind enough to open the shop and serve me.

I can't describe my frustration when I found that both of the items in the package looked completely different to the picture! Oh well, I didn't need them anymore anyway as I ordered them for Saturday! So I decided to return the parcel... After the refund was received I though that the nightmare was over... Until I received a phone bill of £35 pounds! I had never seen or heard a notification of paid calls when I rang you! Also, I have to say that my whole order was only £30 and I have spent around £10 for petrol trying to chase after the parcel which was supposed to be delivered to my doorstep!

The whole experience was a joke. Not sure if I want to use your service again.

As stated by all the other disgruntled people here, they have the worst delivery and customer service.
I had originally ordered a dress for my baby shower. Going by their size chart I ended up with the wrong size. So I decided to exchange it. They said I cannot exchange it, but I have to return it and buy a new dress. That should have been my red flag. Which online shopping service makes shopping this difficult? But I decided to do it this one time sine I didn't have many options. They said I had to bear the shipping cost for the return even though I had ordered a 2nd right size dress with them, which is ridiculous. Its for an exchange you morons. Anyway I still pay $22 for the shipping back.
Next I've been waiting for my new correct size dress which I ordered on 29th Jan and its already Feb 23rd and still no news of the dress. The estimated arrival date was 19th Feb.
And I needed this dress for an event on 23rd Feb.
When I contacted them, asking if I can at least track the package, they said sorry "standard shipping" has no tracking available. They don't even know what postal service they have sent it via for me to go track it on my own.
Now they have asked me to wait until March 11th for the package and then return it since it will be of no use to me anyway as the event will be long done. Nor will they offer me a refund until they get the dress back as a return, and I have to freakin spend another $22 to return it.
And the customer support person decided to abruptly cut the conversation when I kept pestering them about how can I get past this problem.

All in all I spend $44 on a dress that I will never have and never even got to wear for the expected occasion.

Never again! And I'm going to make sure all my acquaintance know of this terrible service.

They sent me the wrong dress. I had to pay duty fees, on top of my own postage for the return, which they said they will refund me for, but am not counting on it based on their customer service. I am just utterly shocked that ASOS is willing to lose a customer over $16.51 CAD. If a company makes a mistake, which you did, they should make the customer whole again. Regardless of which country issued the duty fees or what have you. Instead, ASOS customer service employees have decided to argue with me about it and continually redirect me to the Canadian Border Agency website like robots, when I have explained multiple times how it works after speaking with them. It is quite disgusting that they find it appropriate that I'm out of pocket over nothing of my doing. I explained to all 1000 odd employees that have wrote me back on the issue that $9.99 of CODs are handling fees that you do not get back. I am paying them twice now for the same dress, and that's if I get the correct dress this time. No one is able to get past the sherking of responsibility and just admit that it is inappropriate and disgusting that I am being made to pay this twice. One employee when so far as to point out that I got a discount on the second dress. Let me break down the "discount"for you, I'm out $16.51 CAD, soon to be $33.03 CAD with the new shipment. I was given a 20% off coupon, which when applied is $115.12 FOR THE DRESS MINUS $
23.02 FOR
DISCOUNT= $92.10
$33.03-$23.02=$10.01
THE FACT THAT I HAVE TO SIT HERE AND
EXPLAIN THIS TO YOU GUYS US APPALLING.
I AM STILL OUT $10 PLUS TIME AND
THE AGGRIVATION OF THIS ORDEAL.
SO TO THAT EMPLOYEE, NICE MATH

If you are reading this, order from somewhere else! They are con artists and do not even have a phone number to talk to an actual representative. They will just have a different myriad of employees with varying and conflicting knowledge give you the run around until you hopefully forget that you are out your hard earned $$$$$. Not to mention the aggravation. I suggest you RUN the other way. Do not deal with this phony, shady company, if you can call it one.

One could probably gather from my Yelp reviews (20 five stars, 2 four stars, 1 three star, 1 two star, and 1 one star), that I typically write when I have exceptional experience with a business. I like to write reviews because it's my token of appreciation and high hopes it will help one gain more business. I rarely go on to write something negative because it's usually not worth my energy; Maybe someone painting my nails was just having an "off" day.

Anyways, I first ordered from ASOS two years ago. My order took much longer than anticipated, but I was inevitably happy because what I ordered was cute. So, speed up to 2015 and I decide, hey, why not order again? The company has grown and I am sure their service has improved.

NOPE. It got worse. Instead of coming late, it didn't come at all. I ordered my package on 7/22, and UPS said it was set to be delivered on 7/30. Funny thing is, is that it ended up in my hometown! And then sent back to the UK without any attempted delivery.

So this is why I am writing and why I am still infuriated. I went online to call customer service to figure out what the deal was. Well, ASOS doesn't have a customer service number.

Your options: Submit an email, TWEET them, or facebook them. Mind you I am a millennial, yet even I don't have an active facebook account. And Twitter? I haven't used since 2013.

I tried submitting a comment with their "email us" button (they don't even have an email address you can directly send a note to) and of course it wouldn't send. So, I got onto Twitter to send them three, 140 character public messages because there was no other way for me to get in touch with them.

Let me repeat, I had to get on TWITTER and TWEET them I had an issue. They have a designated Twitter handle for customer service who@ me. They wanted me to "DM" them my order number. Do you know what that means? Exactly.

This is 2015 and I am all about leveraging social media, but really ASOS? I need to contact you via social media to try to figure out why I was charged three weeks ago, yet never received my package?

So you want me to use social media? Fine. I will happily blast your company so now all my connections can tell all their connections and their connections how much your company sucks.

But hey, at least your clothes are cute.

#usingsocialmedia