I have ordered 3 (lingerie) items worth $95. My order clearly stated it was a FREE shipping. However, when my order arrived ( in good condition and sizing) I had to pay $16 to the post office clerk
I asked what the charge was for and I was told that Asos charges shipping cost!?!
I am very disappointed with their false Free shipping advertisement on the website and I won't be buying from Asos again.

They stupidly sent an international shipment for an online purchase without tracking (illegal in my country according to our post office) and had no idea where my order was. Gave me the run around and complete garbage customer service for weeks, then told me after a certain date they would do something about it. Wouldn't you know it, that date comes and goes and still no reply to emails or Facebook messages. Getting a refund from them is like pulling teeth, and they are now sold out of the items I ordered so no replacement either. It's awful trying to deal with them and I'm incredibly frustrated. I like some of their items and if this had been pleasantly handled, probably would have shopped frequently, but it's too much. Never again. I almost feel like they were banking on losing my order or just never sent it and want to keep the money. Can't believe they couldn't even provide any shipping info at all. Stay away from their free shipping, it's a scam.

Do not purchase any products from ASOS. I waited a month over the expected delivery date and every time I reached out to the customer service team, they told me to reach back out again in a week if I have not received a delivery. Then, they sent a replacement package with half of my ordered items and would not issue a refund for the rest of the items. I will never purchase anything from ASOS again.

Worst online company out there.

Received product covered in DOG HAIR! Clearly been used and was second hand. Spoke to a customer adviser called Elysia. She offered to replace the item and eventually offered a 10% off full price items which anyone can use at any time if they know how (student etc.)

Despite sending pictures showing the damaged nothing else was offered even after expalining the situation once again.

Think twice before buying from here if something goes wrong they really don't care.

See my email below, i received only automated answers,
No consideration at all, very dissapointing.
Amsterdam
24 december 2014

Dear,

I have placed my order last Sunday with Express
Delivery. Shipment within 2 days, should have been
Delivered by now.

I haven not received anything yet.
What is the reason for the delay?

They were meant as Christmas gifts on
Christmas Eve.

Kind regards,
Erwin Pochman

It's really a shame. This company has good products at super competitive prices. However, their customer service is neck and neck with current Amazon customer service for worst in the biz. It is impossible to speak to someone and they just push you into their hyper-general FAQs, which are, essentially, useless. I spoke with a customer service rep by chat and he, essentially, said "sorry, bro, we aren't going to fulfill our policies, our bad". I am paraphrasing, obviously. I don't need someone to explain how things are going wrong and how they sympathize with me. I need someone to solve my problem. Too bad. I am going to stop shopping on the site.

This company is dishonest, unreliable and unapologetic. They lie and say an order will arrive, or has arrived and you have to keep going back to the live chat for days on end to get a refund. They say you can have a refund 'tomorrow', then on 'this day', then another later day. Thieves, scam. Avoid.

The items I ordered arrived as promised (4 day shipping) which was impressive considering this was holiday week and I live in Seattle, WA. A little disappointed with the sizing of the item I ordered. I'm 5 1", athletic/ curvy build. I was excited that the petite shop had such variety to offer. I ordered a high neck, velvet bodycon dress, it looked as promised, but when I tried it on it was a good 5 inches too long! And it didn't do my curves any favors, either. Surprising, since I ordered the smallest size available: 2. Kind of just straight up and down. Not sure if I'll keep out to have it altered length- wise, as I really do need it for an event. Wanted to avoid all that bother by ordering petite to begin with! Shoes could have been packed better, too, box wasn't dented but shoes (velvet block heels) arrived needing to be bent back into shape.