I ordered aand a pair of sandals that were on clearance on February 28th. I knew there would be no tracking number yet I wasn't worried because I believed that this was a reputable compan(lliterally everyone and their mothers talk about asos on YouTube). They said it would arrive on or before the 9th of march. It's the 12th and still nothing. I contacted customer service and they told me the same copy and paste that everyone else got. I'm still waiting and by the 15th if it doesn't come by then I'm going to get a refund. Like really? Such an "accredited" company should not have so many issues with shipping. Do not order from asos.com. Complete waste of time and not worth the frustration. I doubt I'm ever going to recieve my package.

Hi I'm a little confused and frustrated. I added my dress that I wanted ASOS long sleeve crop top satin maxi with kimno split skirt dress size US4 into my cart. As I was getting ready to purchase and finish payment it stated my cart was empty and the dress is now out of stock. This has never happened to Me on any other website. This store has a lot of technical difficulties. When reaching out to the "live chat" that takes hours of response. They pretty much told me they can't help. I should have been signed in. AND I WAS OBVIOUSLY SIGNED IN IF I WAS USING MU FACEBOOK MESSANGER LINKED WITH ASOS TO CHAT. Please hire people who CAN help not CANT

I placed an order in which I paid extra for expedited shipping and my order definitely did not arrive on time. I reached out to Asos twice about it and about the cost of extra shipping that I paid in which i was told that I "Shouldn't have placed an order during a sale" and that I needed to wait 7 days after the delivery date because it was just an "ESTIMATE". Funny that they don't say "estimate" when they charge your card extra for faster shipping. I'm not even upset that I paid for expedited shipping and didn't get it, I'm just mainly upset that the customer service was TERRIBLE! The 2nd time i reached out to Asos (through chat because they don't have a customer service number) no one ever responded to my chat. I waited for over 7 minutes with no response or aknowledgement from the person that was assigned to my chat. I won't ever buy from them again. Buyers, BEWARE

I have been using Asos for the past 2 years, and have found their customer service to be poor whenever ivd had a problem with my order. My most recent experience is the worst I've ever encountered though! I ordered an expensive pair of shoes, they arrived on time but had 2 nails sticking up through the inside. I sent them back and requested an exchange, clearly writing what the fault was. It always takes a long time to get a new product sent out, but this time it was taking longer than normal and I had to send a chaser email. Funnily enough, after they emailed back the shoes were despatched. They gave an excuse that they had been busy. I noticed then that they had despatched to my home address despite my original order going to my parents. I emailed to explain I wouldn't be in and it was an issue. I ordered a new pair to my parents address and asked they cancel the other order. The replacement pair actually turned up on the Sunday but they had a large black stain on. I sent them back, and awaited the second order. When it arrived, I was disgusted to find they'd send me back out the pair with nails in again. I was furious. I have been in contact with them on Twitter and found them to be unprofessional and unhelpful. I've asked for it to be escalated as I'm not happy waiting 7 days for 2 refunds. They said they would pass to escalation team, and I've had to chase them twice about that already! I'm never using them again, they are a complete cowboy company!

Disappointed with the service received over the past 2 weeks. A parcel been sat at an Evri depo since last Tuesday and supposed to be delivered by Christmas Eve, which it wasn't. Contacted ASOS that evening, to be told it will be delivered that day (despite contacting them at 7pm) to then be told wait until the 27th and contact again for support. Contacted today which the live chat is completely pointless with script answers and not actually listening to the problems. All I ask now is to cancel and refund the order but can't do that. Told it will be delivered today and wait for my tracking information. Now told to be delivered tomorrow and to contact them again for support.
Disgusted, can't give a phone or email to customer service won't put you through to anyone senior. One agent even disconnected the chat with me as obviously had enough (no reason to disconnect the chat as pleasant enough just frustrated by not understanding and copy and pasting answers). I understand not completely ASOS fault but duty of care to use a reliable courier which isn't happening. Also contact Evri although not expecting much from them either.

I have been buying from ASOS for many years. I'm based overseas and I appreciate that they offer free international returns, which is one of the main reasons I continue to buy from them. However, it wasn't until recently when I returned and refunded my entire order that I realized they have a currency conversion issue.

For instance, the total purchase order value in my country's currency shown on the ASOS website was $212, but $218 was deducted from my credit card instead. Interestingly, this price difference doesn't occur when you use PayPal instead of a credit card for payment. This got me puzzled because I tried to track back some of my past orders that used a different payment method, and PayPal did deduct the exact amount reflected on the ASOS website. When I questioned ASOS about this issue, they couldn't explain why it happens and just told me that they can't change their system conversion rate.

Furthermore, when I received my refund, the amount was only $206! In the end, I paid $12 for the conversion difference and received nothing. It dawned on me that this has been happening with some of my returns for a while, but I only became aware of it now. Their website currency pricing and the card deduction don't match up at all. Therefore, I suggest using PayPal when paying for your orders to avoid any currency conversion issues.

I've been ordering from ASOS consistently for about a year now. If you read reviews on products you'll know you're going to be satisfied with it when you get it quality-wise. But if something is off, the return process is so simple, and refunds are quick in my experience. I decided to specifically write a review today because ASOS went above and beyond. I ordered clothes on Christmas that were supposed to come by the 31st (tomorrow). By the 27th, they still had not shipped, and ASOS sent out an email assuring that the order was not missed, but that there were delays due to holidays (as expected). Then to my surprise, this morning (the 30th), ASOS shipped my ordered and added overnight shipping for FREE to ensure it gets here on the expected date. Mind you I opted for the free shipping. Most companies, like one I messed with on Black Friday would just ship it at normal speed with no regard for the expected delivery date. So good job to you ASOS. I have yet to have a bad experience with them.

Every time I've ordered, they've shipped the wrong size. Once, I sent a belt back TWICE because I had ordered the smaller size and recieved a bigger size, only to have them repeatedly send back the same too-big belt. I gave up and ended up altering the twenty dollar belt to make it work.

I ordered some things at the end of last month. Delivery date was set for 10/06. Never got any tracking information, never got any updates. I just got off of a chat with customer service, who was totally unapologetic, told me that I'd need to go to the post office and hope they can find my order through my name and address to give me tracking information, and that I should have spent more money on their express shipping to avoid this happening. He blamed it on the hurricane, which would be legit if the company sent its US customers who were expecting packages a note about shipping delays. I spent less than three dollars including shipping on something coming through China on eBay and they could somehow provide a tracking number. I shouldn't have to buy into a shipping scheme to get a reasonable estimate as to when I'm going to get the goods I paid for. Asos, get yourself together. Your customer service is absolutely embarrassing, and your fulfillment team needs to reevaluate their reading comprehension.

Recently, I ordered a small item from ASOS. I've waited for it for almost a month and in the end I haven't received it. My experience with the ASOS customer care was most appalling. I spoke with just about an entire CC team and their fb customer reps (ie. Each and every email or chat is responded to by a different person, repeating their automated responses blindly, without as much as reading customer messages or questions). ASOS customer care/fb teams are rude and highly unprofessional. There's no coherent internal coordination nor communication at all. Nobody follows up, nobody take any responsibility or ownership of cases. When asked to escalate my case or (after entire 10 days of back and forth messaging and a whole weekend of useless chatting) have someone in charge to call me (which seems to be clearly an option as stated on their website AND also proposed by yet another of their agents) NOBODY bothered to contact me on the phone. They just kept repeating their 'pre automated' texts, without looking once at my responses. I have NEVER had a 'pleasure' with such horrendous, beyond ANY standards customer service, EVER. I wouldn't (and won't) advice anyone to use ASOS services, ever.

I purchased two pairs of pants but noticed it was being charged to the wrong card on an old account. When I changed my card, it reverted back to an old address without even realizing. Later that day I realized it was being sent to the wrong address immediately (well with-in 24 hours) got in contact with them to see if they could change it. They told me they were unable to change it. So I then asked if they could just cancel the order entirely. Once again, I was told they were unable to do so and that I should get in touch with my postal service to ask if they can edit the address or just refuse the delivery all together. I got in touch with my delivery service and they told me that I need to get in touch with the seller which of course was no help. I then saw it got delivered to my OLD address and got in touch with customer service demanding a refund. They refused to give me a refund until I provided them with some sort of proof that I never received my delivery and even suggested that I ask a neighbor to get it for me (as if that was even an option!) So now I have $80 worth of clothes waiting for me at a building I no longer even have access to. I am going to take a picture of the EMPTY stoop in hopes that they give me my money back. It was absolutely infuriating and astonishing that they don't support changing the address OR canceling the order even within a 24 hour window! What kind of company isn't able to provide that kind of support? Completely unacceptable and beyond frustrating.

DONT WASTE YOUR TIME! I ordered a dress on 21 May and my order confirmation email said due to arrive on June 6th. As that date came closer i checked again it it then said June 13th, then 14th and now 15th. Today is the 17th of June and still no item! I spoke to the chat multiple times and every answer was identical saying I actaully have to wait until JULY 3rd to receive the dress before they will even look into this matter. They told it it is up to me to speak to my neighbours and local post in order to find out where my item is? Yet, they wouldnt give me a tracking number so of course my post office cant help me! SO FRUSTRATED.
Do not waste your time. They just jerk you around until you get fed up and leave them alone. They wont refund me at all!

This is not exaggerated. It's the worst customer service ever. They are arrogant and like to close the online chat rudely. They don't treat you as customers. It's their company culture
I placed an order on their website but received the wrong item, which I didn't fuss about. But I forgot the email address that I used to place that order so I asked them for help. The very first staff called Mathew simply said he was unable to help and close the chat rudely. And then the next one asked me to provide the billing address and the order detail, which I did. She asked me the phone number and then told me they would get back to me within 24hours.
After one week, no one call me, So I contacted them again. Just like last time, asked me to provide me the phone number, told me her manager will call me within 48 hours and rudely close the chat before I finished.
Two days later, still no one called me, I contacted them again. Still the same, wait for another 48 hours and close the chat rudely again.
It goes on and on like this.
They just don't treat you as their customers. That's why the customer service team can fool you again and again and close the online chat as they want without asking you if you have any further questions like THEY are the customers. It's just their company culture. Do NOT shop on asos.com anymore!

I attempted to buy some jeans today on Asos clothing website. I found some jeans and added to cart and noticed their 10% discount for students. After their website logs me out of my email address I wanted to use, they wouldnt allow me to log in for some reason... So i made another account with my other email. Then i had to sign up for their 10% student discount after that. Then I go to my email for the discount to (i thought to easily plug in and then order) and then the website says for the third time that it's having technical difficulties, and says "just contact customer support" as if we all know that's anything but just easy. I try contacting them and cant even find any support to send my photo ID from my school to verify I am actually a student. Worst experience of trying to buy anything online ever. I dont even want to buy their jeans anymore because of their malfunctioning website and in my opinion: such a dumb requirement to verify with a picture ID that you're a student. It's just wayy over the top and pitiful to have to figure out for another hour if I actually sent my photo to the right customer service address... Wherever the crap that would be that they help guide you to! Very bad experience indeed for an online shopping G.

I paid for the clothing, over 100$. They said that the shipping was free, few days later I haven't noticed I got a customer payment of 27 British pounds which was NEVER mentioned before,

I have been ordering from Asos for 6 years now - a long time and a loyal customer. I had received wrong items in the past but they had handled it very well - sent me the correct item, no questions asked, as it should be. Recently, I noticed they changed their shipping policies. It used to be free shipping internationally, not anymore - the first red flag. Now, in my most recent order, I received the wrong item. They asked me, a customer, to go out of my way to package it, go all the way to the post office, spend my own money again and send the item back. They sent out my order again and I received the same wrong item AGAIN. I even said I would send them a picture of the wrong items with their labels as proof. After they said they would get back to me within 1-2 days, I waited TEN DAYS and then I had to email them again to see what they would do to fix the problem. They sent me the same response - send the item back. Completely unacceptable. Now the original item I ordered is out of stock in my size and it seems they are unwilling to give me a refund. NEVER order from them. They make a lot of mistakes, trust me, but now they seem unwilling to resolve customer issues (and I have been a regular customer for 6 years, they can see that in my account). In the past, they offered a 10% off coupon when they made a mistake too, now absolutely nothing even when they made the same mistake TWICE. The clothes often aren't even that nice - very hit or miss. Half the time they don't look how they do in pictures or are bad quality. Not worth the experience.

My problem wasn't with the customer service or the quality of the material ( Didn't get that far) but my problem is with their sly and sneaky moves, I ordered three jackets that cost around $270 and with express shipping my total came out to be $285 which I didnt mind paying for extra shipping but wait theres more YOU HAVE TO PAY CUSTOMS FEES which they DO NOT mention anywhere. If im going to be paying more a note or disclaimer stating that "customs fees may apply" would be helpful but nope no such thing was provided here. DO NOT SHOP FROM HERE THIS WEBSITE IS NO GOOD. And a little fyi MY CUSTOMS FEES FOR CANADA WERE AROUND $90.

So I bought one dress from asos, wich cost 30. They said that the item went to my city, but they never noticed me, so i was not able to go get my dress. I sent a lot of messages, bue they never could explain it to me.
After some days I saw that they had sent my package back to asos, so I talked with them to get my refund. This was on 8th October, when they told me the item was being sent back to them.
Its 10th november, i just talked to asos, and they said that my order has only been sent back on 4th november, and that my refund will only arrive after 27th november. I can not believe this, and the worst thing is that I can not do anything, I need to wait until asos does, AND THEY DON´T DO IT!
Please do yourself a favor and don´t ever by anything from asos.