I've been a customer of ASOS foe some 8 years now. I now buy all my clothes from ASOS, shoes and recently even skincare. I am a paramedical aesthetitian so used to pro skincare. Expensive. The skincare I bought from ASOS is of pro quality minus the price tag The deliriveries are reamarkably timely and reliable. Unproblematic free returns. Only 1 pair of shoes I ordered were significantly not to size, they were huge, one pair where the strap broke - I had a refund within couple of days. All my clothes come from ASOS now and I get compliments and questions on where did I get my garments. I haven't been to a department store for clothes in decades. The customer service is excellent and easily accessed by live chat or email. Live chat is always functional ith an occasional exception. The maximum one might wait for a refund is 21 days. I do not understand the 1.7 star rating. And I've had many years to evaluate this website. Every no and again I try other online retailers but inevitably return to ASOS.

Joined their Premier ( Next Day) Delivery Promotion ( cost just under a tenner) and two days on they still gaven't processed the "NextDay Delivery" they were promoting

At very best going to be three day and not next delivery

I will be testing their returns system next

They lie to you. They deceive you. Just avoid. I ordered something and it didnt arrive for over 5 months they kept telling me theyd processed a refund 6 TIMES AND THEY NEVER DID! Also if youre in australia and you dont like something or THE PICTURES ARE HEAVILY EDITED and then the item looks nothing like the pictures they charge you $9 for returns for items that they lied about. Just stay away. Theyre not worth your time or hard earned money.

Wrong color Shoes sent sent! I tried repeatedly to notify ASOS, that their return tab on the web page, would not create a Return Lable to send shoes back! The return address was not included in order box! I tried to contact them numerous time, they never, replied back, but once I filed a disputed with my Credit Card co., they IMMEDIATELY replied to them saying they were not liable, they sent the correct item,,, AS A RESULT MY CREDIT CARD CO. WANT REIMBURSE ME AND I HAVE SHOES THAT I CAN'T USE FOR THE PURPOSED INTENDED, AND I HAVE NO WAY TO RETURN THEM, DUE TO ASOS WANT REPLY TO ME AND THEIR DUMB TAB WILL NOT PRODUCE A RETURN LABEL!... I will NEVER, EVER, buy any thing from that web site again!

I always usually shop at ASOS as I have the next day free delivery scheme. My last few orders have been arriving 4/5 days late, when you speak to ASOS they just tell you to track the order. I know I can track the order, I'm wondering why I'm paying for next day delivery but waiting 5 days? My last order than came 8 days late. This really annoyed me as it was a Christmas present and I'd specifically paid for next day delivery. On the 6th day they told me they would issue me a refund for the inconvenience. On the 8th day they messaged me saying ‘no more refund as the item has just been delivered'. I then had to really complain about the fact it was 8 days late and the ASOS worker begrudgingly gave a 10% discount (which I get anyway as an emergency service worker). Their delivery system is awful and always late, and their drivers have left my packages in all sorts of places - rarely actually outside of my front door. They're very lucky nothing has been stolen or I would be taking it further. I wouldn't recommend ASOS, the customer service is non existent, no point paying for next day delivery as it never comes the next day, the staff are less than helpful and the drivers simply cannot be bothered to walk up one flight of stairs so they leave it wherever they please to be easily stolen.

Their 'free return' policy is bogus and they false advertise. Only if your item is cancelled or defect will the return delivery charge be 'free'. Such false advertisement shouldn't be permitted.

PROMISED delievery 01/10 and its 06/10 still havent recieved anything!
Chat unhelpfull, they promise me again a date which went by without me getting my delivery.
And Asos wants me to wait more
INSISTED on a refund they refuse
BULL$#*! company!

DO NOT BUY FROM ASOS, after waitng for my order the time it was supposed to take, it was showing delivered on the carrier's link, however when i contacted ASOS, I was informed the package had been lost, and whenasked for a refund, they refused, and informed a new package will be sent and i would have to send it back to them and wait for a refund. Doesn't make sens. I will never use ASOS again, they dont even have professional people online.

Be careful when ordering from them! Their site is glitchy and doesn't always save when you make updates. I tried multiple times to change my shipping address and it didn't update properly and was shipped to the wrong address. When I contacted customer service they kept sending me a generic emails telling me the steps I needed to take which I told them were impossible for me to do since I moved across the country. The first rep, Jo ignored my email. So then I contacted them on the chat. She also sent me the same generic response. I explained to the rep that their site was glitchy and wouldn't save my updated address which was why it was sent to the wrong address in the first place. I sent her a screen shot showing her the proof that it still wouldn't update. She finally told me not to worry, that I would receive a refund. I was then emailed by Georgia the next day who told me I wouldn't be receiving a refund and sent me the same generic email as the two before her. I replied again explaining my same predicament and she went on to ghost me. The most unhelpful customer service. It felt like I was communicating with immature teenagers over text. They were hard to get ahold of, distant, didn't believe me, went back on their word, and all ghosted me in the end. I am extremely disappointed and will not order from them again.

Honestly one of the worst companies I've had to deal with. Have ordered from ASOS previous to 2020 and never had to pay any duties or customs charges. This year I put in 5 orders as I am rebuilding my wardrobe. I received the first of my packages I paid $82 for and was charged $39 on delivery as a COD (cash on delivery fee). I went onto the Canada Govnt duties calculator website and calculated that if there are duties on $82 worth of clothes it would be $19. Then I received 2 more of the pick up tags I have to pay $60 on a $210 order and $23 on a $52 order. These are also much higher than the Canada Govnt website says they should be. I emailed ASOS to ask why they are so high and of course they told me "they have no control over duties/ customs charged" and to contact the courier. Well I called Canada Post the same day and they told me there actually are NO customs or duties charged on these packages and the COD is charged BY THE SELLER! I emailed them again and asked why and for a refund of my $130 I had to pay for no reason at all and of course they are lazy and don't want to look into anything so they just told me I can send the packages back for a refund. What a joke. Will probably be paying another $250 in COD fees for nothing. Warning Canadians do not buy from here. Would also pay huge amounts to ship the packages back.

I ordered sneakers in a US 6.5 and recieved an 8. I reached out to a ASOS and they sent me a replacement which was again a size 8. I reached out to customer service and they told me that they had sent the right size because a UK 5.5 is a US 8. First of all, a U. K. 5.5 is a US 7.5 and second of all, I was on the US version of their site and ordered my US size of a 6.5. It is ASOS' responsibility to convert the sizing correctly. The ASOS customer service rep blamed me multiple times for ordering the wrong size. I sent them the screenshot of my order where it CLEARLY displays US 6.5 and they continued to tell me I ordered the wrong size and they cannot replace it. After explaining to the rep that a UK size 5.5 is not a US 8 and sending my order screenshot once again, the rep admitted they were wrong and offered to send me a replacement, which I opted not to take. I would rather not shop and spend my money with a company that handles their mistakes like this and points fingers at the customer instead of handling their mistakes in the correct manner.

Just a heads up, if you are ordering from canada they are going to charge a customs fee on top of the shipping paid through ASOS with no notice when making the purchase.

Asos have changed the returns process where you set it up online and take it to your nearest return point. I did this then travelled the 10 miles to do so to be told the code doesn't work... This was after they tried scanning it and manually entering it three times. Asos sent me another one after fice days of asking so I did the same trip to be told the same thing again by collect plus. So 20 miles driven and still unable to return the parcel. So for the last nine days I have messages every day and nicely asked for a label to be posted out to me as I don't have a printer., four times I have been sent a label to print off and then Yesterday they sent me a code to return via asda. My nearest asda is 100mile round trip! So trying to save the planet by not putting labels in the parcel has already involved me travelling 20 miles for nothing. I cant seem. To get thru to them about any of it, they aren't reading my message properly at all. They really are joke and for the hassle of all this I Will never order with these bunch of clowns again.

I have an account with ASOS with my details and address. My previous order I ordered to my new address, from memory I chose to change it to that address, as I don't live at the previous. Made an order tonight and within a minute of pressing order and paying I realised it was getting sent to my old address. I got in contact with customer care 13 minutes after pressing order asking them to change the address, to which they replied "no their hands are tied". Unbelievable. The order label was most likely not printed, nor any of the product taken from the shelves. Especially if I had already entered my address to my new address!
Not worth the drama, now I have to organise to pick up from my old post office and drive out of town to recieve. A company saying there is absolutely nothing rhey can do 13 MINUTES after that order was made. Honestly it is a simple switch of the address that are ALREADY IN MY ADDRESS BOOK OF THE ACCOUNT!

I always purchased from ASOS because they have a lot of products that I like and their shipping is fast. I doubt I will ever buy again after this situation. I returned 4 of 5 items I didnt like. They refunded me incorrectly for a pair of jeans, mistaking it for the pair I kept. Because of that, they gave me a smaller refund. Contacted them, told them, and they said the remaining correct refund will show up in my statement within 3 weeks. Weeks pass, no refund. From mid-November until now, February 3, I have yet to receive a refund.

Contacted them multiple times. During December, they ignored my email then responded to me (after I contacted them AGAIN) 11 days later. Was told sorry were busy. Every single time I get a response, its from a different person who has no idea what theyre talking about.

I sent ASOS every bit of information they needed, including the bank statement with my name, address, card info, etc. and was told we need the full statement, its not enough, etc. Was told Im not allowed to block out information not pertaining to ASOS on the statement, yet another CSR told me I could. Im not sharing any more personal information with these strangers. I filed a chargeback with my credit card company and told them what happened along with all the proof. I doubt I will ever shop here again unless Im desperate.

This was my first time ordering from ASOS and I probably never will again. I ordered a pair of $90 leather-upper heeled booties and they have huge knicks in them from wearing them for a few hours the first time. I also had a bad experience with their customer service. The only option to talk to a rep is to chat with them thru their website. I chatted THREE times for them to send me my 10% off student discount. The first lady I talked to told me I needed to send a picture of my student ID, which I did, and I would be sent a coupon code to my email within 48 hours. I never got it so I chatted again and this guy said I needed to prove that I was enrolled so I sent him a screenshot of my tuition billing statement for this semester. Then he said I needed to tell them my enrollment dates, as in when I would graduate. Any person who has ever been to college knows students usually don't know when they'll graduate until a year or so out. And this chat took 40 minutes of my time. I complained about the miscommunication and he gave me a temporary 10% off code, which I appreciated. However, I wish I would have returned the boots before I wore them. And they didn't even come in a shoe box. They literally just threw them in a large box surrounded by paper so they were knocking around during shipping and had a few scuffs. I tried to send this review to an ASOS rep directly and he ended the chat. Overall bad experience.

I recently placed my first order with ASOS. I was really excited because they had cute AND affordable clothes. When my package arrived, one of the dresses I ordered was not included and instead I got this hideoderous shirt. I attempted to contact customer service to let them know what happened and first of all, their chat (the only option) is extremely annoying. Second of all, I tried twice to tell the person I was chatting with that they messed up the order and I wanted the correct thing sent to me without me having to do anything since it wasn't my mistake and didn't feel like I should be punished for it, and both times I was told I HAD to return the shirt they sent me by mistake before they could do anything else. I work 60 hours a week and it was a huge inconvenience to make a trip to UPS. No one I spoke to seemed to care. After about a month, I finally had the free time to return it. Lo and behold, I get a message from them that they can't just refund the money because I returned it after 28 days so I only get store credit. Now I'm forced to shop with them again or lose my $30. They really need a phone number and I could not be more displeased.