I spoke with a representative named Bethany, who would not allow me to cancel an order that was placed less than 12 hours ago. I accepted that policy, even though I know it's possible to cancel these things. That isn't what was aggravating though. I then tried to place a new order and asked if I could be granted the promo code that I used on my first order since I wanted a different item. She wouldn't grant it. This seems pretty obscene to me. It boils down to the person - any customer service rep has the ability to say yes or not to grant something like this, but she was just a terrible one. This is a very black and white situation that proves that ASOS doesn't care about its customers and hires subpar reps. I will be returning the original order with the item I don't want and I won't be ordering from ASOS ever again. I've been a customer of ASOS since 2007.

Worst service I've ever had. Will never use ASOS ever again.
Delivery is 5 days late - been chasing every day with no response- they can't chase or speak to hermes who by the way are the worst logistics provider ever! Incompetent staff follow a script only. Happy to not deliver on the promise they make to clients but need to follow procedures when it suits the business and they let their customers down. Its happened multiple times and I gave them another chase but never again!

I was a regular user of ASOS but will never be using them again after they failed to deliver my order and won't redeliver the items or give me a refund.
It has taken them 5 weeks to tell me this, and their reasoning is because the delivery guy gave my parcel to a random person who signed for it, so they class it as a successful delivery'. Their customer service is truly shocking, robotic AI messages. Shop elsewhere!

ASOS is a scam they send out terrible quality products, usually damaged in some way or another. Their customer service reps are short and pretty much ignore what you're saying and respond very scripted without any acknowledgement to your concerns. Their only solution is to had you return the items so they can have a "warehouse guy, inspect the items to see if they're truly defected and at their discretion can process a refund". Absolutely terrible. Save yourself the money and headache and the dispute with your cc company!

My package got lost in the mail and they gave me the run around for weeks. Still don't have my clothes or a refund of my $225. They ask you to call back at a later date and promise that it'll be resolved then. Then you call, and they give you another further date to call back at. When you ask them what they will do to resolve it at the future date, they say they can't advise you of that. It's such a terrible customer service experience. I wanted to cry out of frustration. I'm hoping the bank allows me to claim this as fraud.

Not to mention, when I did receive packages from them, they frequently included the wrong items, often of lower quality.

If I could possibly give less than 1 star I would.
I have been a repeat customer of Asos for years and never had any issues until recently. I placed a large order for items from Asos as I was going away on holiday however the parcel never arrived. I contacted Asos customer services as according to the tracking information it had been delivered and left in the porch, which I thought was very careless being as the sum of the parcel was £1600. I have never stated that my parcels can be left within an area of my building other than being given to myself with my signature.
After providing my information Asos stated that DPD have left the parcel in a safe place (front porch) and will be closing the case without refunding me. I have asked for photographs of the location in which this was left as they have managed to lose a very expensive parcel without providing me with any information or receiving a signature. When Asos emailed me back it was with another customer care representative who stated that DPD left the parcel with a neighbor but did not state which one. I again emailed back complaining that I would like my money refunding as none of my neighbors have received a parcel on my behalf. I was then emailed by again another different customer care representative who stated that DPD had spoken to a neighbor and left the parcel in a safe place but are yet to provide with any supportive evidence this was actually completed. Throughout this whole ordeal I have spoken to many various employees of the ASOS customer care team but not one has been helpful and each one has told me conflicting information. I do not expect this from a company as large as ASOS. This is a lot of my hard earned money that has been stolen by the organisation without providing me for the goods I have paid for.

AVOID AT ALL COSTS, SCAMMERS!

I recently purchased a few items from ASOS totalling over £125 and applied a 'discount code' that allowed £25 reduction on my order.

Upon receipt of the items i realised that one that they had sent to me was completely the wrong thing and was worth a lot less than what i ordered,

I spoke with their office and asked them to re-send the right thing, they said i would need to return what i had (going out of my way to return somethign that was worthless - £1.50 to be precise) i wasnt very happy to do so as im also heavily pregnant and rather unwell (hence the online deliveries of clothing)- not that that bothered them.
I reluctantly took the item back to a collect plus point to return it, once i had returned it they said that because my original item (that they were meant to deliver) was worth less than the £25 discount applied, and they no longer had stock of that item, that i was due NOTHING BACK.

So not only do i not have the crap £1.50 item, i am also out of pocket for returning that item and no better off.

I am so disappointed with how they have handled my query and they have done nothing to help me or assist in this situation, i was hung up on at one time, and also i was told (after multiple phone conversations) that they dont even have a call centre... which they do!

Absoulte shambles and i would avoid like the plague, i used to buy everything from them and spend quite a significant amoutn of money every year with asos. Not anymore!

Not sure about all the other reviews, but i have been shopping with asos for ever a year now, amazing quality clothes, decent prices, free returns, 2 day shipping to the US. I had a problem with a defect in an item, was a little annoying that i has to return a coat with the sleeve sewed shut, but they did give me a full refund when i returned it.

I would leave zero stars if I could. I had a terrible customer experience both with the product i ordered and the customer service i received.
I ordered a pair of backless white faux leather mules in a US size 8. The shoes i received are labelled a size 8 and are easily three sizes too big. They are absolutely not a standard US size 8. I have worn this size my entire adult life and never experienced this issue.
The ASOS rep i dealt with through the chat was not helpful told me there was nothing he could do. Which means i am now going to have to pay $22.50 in shipping to send back a faulty product that is not at all what was advertised. It is going to cost me, the consumer money to deal with your terrible product.
I emailed the support email and have heard nothing back in over 5 days. I reached out on social and again nothing.
Overall i had a terrible experience, I will absolutely never order from ASOS again and caution shoppers from choosing to order from here.

Planned a vacation, so decided to buy some clothes from A**holes. My delivery date, which was a month later came and passed and i didn't see any clothes. So I emailed them to ask about my clothes. They replied aaking me to go check my house, my yard, behind my bins, ask my neighbours and go to the post office in search of my order. First, they couldn't provide me with a tracking number (as they shipped an international package without a tracking number) nor a postal service to check (whether am going to ups, Canada post, which branch? I got no clue. My order is over 2months now while my vacation is 2 weeks away, yet I have no clue, where the order is at or if they even shjpped it

Received a package, I was asked to pay $170 on delivery for customs. Not a problem if I was informed prior of "other possible charges" when I was purchasing. All they had was a mare policy sorry.
After numerous exchanges they sent this as a reply
" I am sorry you didn't realise buying items from the UK may incur customs or taxes to Canada. We we our utmost to advise on how to order for all our global customers.
I understand you didn't look into this before purchase and the process didn't flag up any reason for you to check our FAQ's - which do advise about extra charges that may occur. In my experience, very few websites do direct you to a 'customs' link while going through checkout.
I appreciate the info which is freely available, is too late now and I am sure you didn't blindly order from a website before checking out some credentials, it is a pity customs charges didn't cross your mind at he time.
I would hope you will fill out the survey and put these concerns into your reply. We value all feed back as it helps to improve our service".

Wow! How nice!
An extremely disappointed customer.

Asos are so moderately average. Where they do have a large variety of lines, most of which are nice. However, what seems to be a reoccurring factor that counteracts this companies service is the delivery.

There have been many occasions where I have paid for next day delivery and it has not come next day, I tend to think often this is normal. On the other hand as it happened recently, it had led me to think... what service am I actually paying for if it doesn't arrive next day? After being in touch with their customer service team several times, it seems that they are too blasé to actually want to help their customers. No sense of urgency, no sense of compassion and not a thought of compensation.

The attitude many Asos workers seem to bring really make me want to reduce the business I conduct with them, which is an awful pity.

I've made 2 orders to Asos, one went fine, everything fit fine, the other and more recent one, i ordered 2 pairs of shoes and both were a size smaller than what i ordered. I decided to just not worry too much about it because one of the shoes seemed to be big enough to wear. On just the first wear, the sole decided to rip off of the shoe and so i returned them. 2-3 weeks later no refund and so i try to reach out to customer service 3 times with 3 different people, Mohamed, Kamran, and Aqib, none of them able to help in the slightest and then just ending the chat out of nowhere. I probably wont ever buy from asos again and neither should you.

I agree with the numerous other posts citing the absolute lack of customer service exercised by this company. I received an email stating that my return would be refunded to my account and then they proceeded to provide me with a credit instead. When I inquired about it they simply stated that was an automated message and I should not have taken it seriously. I replied that the message was an error on their part and they should honor was they said. They flat out refused and eventually ended the conversation on me! (It was an online chat since they don't have a phone number listed... how convenient.) This company lacks any and all sense of accountability and if it's going to survive (ie. Not lose all of its customers) it really needs to revamp how it approaches customer service situations. Oh, and stay true to what they say! An absolute disgrace.

If I could rate this site a 0 I would. I ordered a dress they took my money and I never received my item or even a confirmation. When I contacted customers service I've emailed back and forth 10 times! And each time was a different person. I gave them all of my information including a screenshot of my transaction with my credit card company and they still wouldn't give me MY purchase information! They refused to. It was like talking to a bunch of robots. Til this day I still haven't received my merchandise. Never again will I be ordering from such a terrible website.