Ask for an exchange and get a refund in ten days. When customer services were emailed I received no apology for the inconvenience just told to buy the item again in the correct size. When questioned why has this happened? I was advised this happens regularly if the item is out of stock or of a different colour. (I know this wasn't the case when on the product as I checked daily.) Do they not understand people don't have another £100 to spend whilst waiting up to 10 days for a refund?

I'll be returning the rest of my order and spending my money with a more competent company.

I ordered a dress and it arrived in Canada fairly quickly. I had to pay $14 in duties at the post office. The quality was very good, but it did not match the photos or written description. The back was not plunging nor did it tie up at the back. It also didn't flair out at all. I decided to just keep it anyway because it did fit me. When I was asked to leave a review, they rejected it, and even after I tried to alter it to meet their criteria, they rejected it again. I would not recommend ordering from ASOS.

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 was hit with duty and customs fees that I was not expecting given the value of the items. The shipping label looks like the package came from the US which makes the duty even more questionable. There is no packing slip within the package so I have no idea if they told customs the wrong price. I am not happy with the items but not willing to pay the shipping cost to return. If I did I would have spent $50 on nothing. Won't use them again.

I have 10 orders with asos.com, everything was going smoothly until they started shipping only with DHL. DHL in my country delivers only to the capital city, but asos sent them anyways to my address which they never got delivered, from DHL, they said asos is well aware on our delivery policy in your country but for some reason, they still insisted to ship them with DHL.
So for that reason I wont be ordering anymore from this site.

It's been way over a month and I still haven't received my order. I made my order on the 17th of June and now we are in August and there's no sign of it.

I've tried emailing to find out what the way forward is and if I'll be getting a refund or some remedying of the situation and they aren't responding. They asked me to wait 3 weeks after the set delivery date in July and now it's gone and past. They also have this set template about checking with neighbours and the post office which I have done to no avail.

The customer service has been appalling, I needed the items for a special occasion and they didn't keep their end of the deal which has been extremely disappointing. What's even more disappointing is the lack of accountability prevalent in how they are handling the situation. This has really tainted my views about them and their brand.

Why promise things to your customers when you can't deliver? I've lost out on money that I could've used for something else.