Placed an order on May 3rd that I never received. After a issue came up stating the package couldn't be delivered I contacted ASOS who said they needed to wait till the estimated delivery date had passed to correct the issue. When this day came I contacted them and they said they were still on their way and to wait a week. After that week passed I contacted them again and they said my items got damaged and that I wouldn't be receiving anything. They stated that once they received the damaged package they would send me a refund back. They said each would take 2 weeks. So a whole month. They told me after they received the package they would send me a email. That never happened. I tried to be patient and waited for almost a whole month and nothing. I contacted them again and they said they received the package but never processed the refund. Now they are saying it will take up to 10 days to receive my money back. They just keep making excuses and keep telling me to wait. I spent a lot of money here and they don't give me my refund for something that is not my fault. I have never had worse customer service experience then with them. DO NOT BUY ANYTHING HERE. They are trying to rob me like many others on here who have also had bad experiences with them. They keep telling you to wait so you can just give up and lose your money.

So they send the wrong size shoe, okay mistakes happen. It was 100% their mistake though, I even double-checked the order I placed. It was their mistake, yet they wouldn't refund the shipping.

ASOS a atteint des sommets d'incompétence et de mépris envers ses clients. Après avoir FAIT DES ERREURS SUR TROIS COMMANDES CONSECUTIVES (toutes venant de leur part), j'ai dû insister pendant des jours pour obtenir un simple dédommagement. On m'avait promis un code de réduction de 15 % en compensation de ces erreurs répétées. Non seulement ce code a expiré avant que je puisse l'utiliser (j'ai tenté de l'utiliser le 22/09 il a expiré le 21/09), mais maintenant ASOS refuse carrément de le remplacer ou de m'offrir une quelconque compensation, malgré leurs ERREURS FLAGRANTES.
Cela fait PLUS DE 24H que je me bats avec un service client non seulement inefficace, mais également désinvolte et incapable de résoudre un problème aussi simple. Et pour couronner le tout, certaines des réponses reçues étaient bourrées de FAUTES D'ORTHOGRAPHE INDIGNES, qui rendent la communication non seulement pénible, mais aussi incompréhensible. C'est à se demander quel genre de personnel travaille dans cette entreprise (enfant? Stagiaire?).
Leur réponse après leurs multiples erreurs? RIEN DU TOUT. Aucun geste commercial, aucun effort pour corriger leurs fautes, rien. Juste du MÉPRIS et un service client en roue libre, totalement déconnecté des besoins des clients.

ASOS démontre un MANQUE TOTAL DE PROFESSIONNALISME et de respect envers ceux qui leur font confiance. Si vous cherchez à commander en ligne sans devoir gérer des erreurs à répétition et une absence totale de service après-vente, je vous conseille vivement d'ÉVITER ASOS À TOUT PRIX.

Donc pour résumer: service client qui ferait mieux de retourner à l'école avant de prétendre gérer des situations basiques. Après trois erreurs de leur part, j'aurais pensé qu'ils feraient un effort pour réparer leurs torts, mais manifestement, la satisfaction client n'est pas leur priorité. Il est consternant de voir un niveau aussi médiocre dans une entreprise censée être internationale. Malgré mes multiples tentatives pour obtenir un simple remplacement, ASOS ne daigne même pas assumer ses responsabilités.
C'est la pire expérience client que j'ai eue à ce jour. À fuir absolument.
Je vous partage en capture d'écran une partie de nos échanges, en espérant que vous puissiez déchiffrer le langage employé...

I am extremely upset with the way my order has been handled, AGAIN. The first time I ordered from Asos, my was processed and then the next day all of a sudden it got cancelled. They needed more information from me to verify my purchase, but made me re-order. I had to wait until I got my money back to do that. When I re-ordered it worked. Then I placed my second order, and the same thing happened again. It was cancelled. They made me re-order it again.

I paid 12 dollars extra for express shipping. I did this because I am traveling and I need the clothes for my trip. I placed my order on December 3rd. This was my second time attempting to make the order. I had to re-place my order on December 3rd, and paid for the "express shipping". My order was not sent out until December 5th. No one did anything about it for 2 entire days. How is that express?

Now, my order will arrive at the US destination it is supposed to get to, on December 9th. That means it will never reach the final destination in time for my trip. So my entire order is now pointless.

This is the FOURTH TIME that something goes wrong when I order from Asos. They are also impossible to get a hold of, no email address or phone number that can be easily found on their website. I still have not found a phone number, and it took me an hour to find an email address. This is ridiculous. I hate the headache they have given me from something that is supposed to be enjoyable, shopping.

Please Please Please Please. To anyone who shops with ASOS. NEVER do it. Please Never shop with ASOS. I RARELY EVER POST MY OPINION ON ANYTHING BUT AFTER THE APPAULING CUSTOMER CARE I HAVE RECEIVED AND CONTINUALLY BEING PATIENT, I FEEL LIKE I HAVE BEEN PUNISHED FOR IT. EVEN IF YOU HAVE ORDERED FROM THEM BEFORE SMOOTHLY WHICH I HAVE, PLEASE NEVER ORDER FROM ASOS. MY STORY IS TOO LONG TO DOCUMENT BUT I FELT COMPELLED TO WRITE TO ANYONE WHO MIGHT BE THINKING OF OR EVEN SHOPPING FROM THE SITE RIGHT NOW- JUST STOP, DONT DO IT. THE BEST THING I CAN SAY TO WARN PEOPLE AS I CANNOT TELL MY STORY IS NEVER SHOP WITH ASOS. NEVER SHOP WITH ASOS, NEVER SHOP ASOS, NEVER SHOP WITH ASOS, NEVER SHOP WITH ASOS. IF YOU TAKE ONE THING FROM THIS IS TO NEVER SHOP WITH ASOS.

I ordered Adidas shoes and Reebok sweatpants during the Black Friday sales. I'm in Canada and ended up paying 16 dollars in duties which was fine but unexpected. The real problem was that they had sent the complete wrong items. Two Asos design bomber jackets which are about 80 dollars each but are of awful quality. I spoke with customer service and they told me the only way to get a refund was to return my order. They sent me a return label in my email so they I apparently wouldn't have to pay for the return. I do not have access to a printer nor have the time to venture to find one especially during the holidays, which I let them know but there was no accommodation. I offered to take pictures of the package and products for proof, but that was a no go. I'm not sure if this is common practice as I don't order anything for myself almost ever. But they messed up badly, and I don't think I should have to go out of my way to mend the issue. I also couldn't reorder what I had purchased as it had gone out of stock. I will never purchase anything for them again and strongly recommend against purchasing for them.

I had a terrible experience with ASOS - it was my first order from their app, and I live in Canada. First of all, I was not able to get a first order discount (ASOSNEW15) - it said "sorry, this promo code does not exist", and their chat didn't help me at all (took so long and no help in the end).
So I ordered for a total amount CAD 116, and a free delivery option. Kind of expected to pay around 13% tax. It was send from NY, USA to ON, Canada which is pretty close. But after clearing customs in ON (Burlington) it was sent to BC (Richmond), I was surprised about that (why would they send it to a different side of Canada?) but whatever.
And now it reached a post office and I got a pick-up card with 47 CAD to pay as tax (Almost half of the price of my order!). While checking Canada Post and Canada Border Services, I figured out that there is no point to contact them and the best option will be to get my order, pay whatever tax they want me to pay and delete the app from my phone and never bother again. I am very angry. Telling all my friends about this terrible experience. (Don't know what to expect for a second order of total CAD82).

I am livid! I I shop on ASOS A LOT over the past years and I spend quite a bit for each order at a time. The past two years I feel like they have been going downhill. I received items extremely late, damaged items and incorrect items. This past order I return everything (due to receiving a wrong item and poor quality clothing) and shipped it out using their label. Mind you, whenever a company has provided me a label, I can typically email them and ask them for tracking info since they keep the return tracking number on file. Not for ASOS. I passed my package off to my mailman (so I did not receive a receipt) and three weeks later here I am waiting for a refund. I contacted them and they pretty much told me we need to see the receipt. My question to them, do you not keep track of the labels that you issue to your customers where you can pull it up? Their response, it's a free label, you need to get a receipt. Okayyyy. Well some people can't go to the post office and get a receipt. I asked to speak to a manager and they told me that they would say the same thing to me and ended the chat immediately. Safe to say, I am no longer shopping with them ever again and plan to shop with their competitors.

I have ordered two things with ASOS. The first time I paid for express shipping and extra $15 and my parcel arrived on time. The second time I ordered something I ordered it more than 3 weeks ago. They state that standard delivery to my country should take between 8-12 days it has not been over 16. The parcel did not arrive on time I sent multiple emails to which they have responded but keep asking me to wait another 20 days and if it doesn't arrive then email them back. Even thiugh my expected date was a while back. They do not allow me to track the shipment all I have is an order number. I have no way of seeing where my shipment is who's the courier of my shipment and I am now unable to see when my shipment will even arrive. Therefore it takes time out of my day to try and stay home so I can receive my shipment. This is complete bs and one of the worst expeirineves I've ever had shopping online. ASOS is single handedly one of the worst online sites to go to if you want to get your money's worth or every your oackage. Do not order from ASOS scam

I returned some items and haven't heard back. No refund! And there is no way to contact them just a bunch of questions to an. Contact live doesnt even wirk. I want my monback.

After making a purchase with a promise of 5 standard days delivery, they extended it for 3 weeks without informing me. I then tried to cancel the order as I was moving due to the coronavirus, which they did not care about. They said as soon as it's sent out I can email and cancel it, even though consumer rights say that if they haven't delivered it by the time frame promised I'm allowed a refund. I then wait for 3 weeks to get an email from Gnewt, the courier of their choice to say they got my package and that it's at their depot. I call ASOS as advised by themselves, and they tell me they'd reach out to their courier to stop it, and get it back. They don't reach out in time and Gnewt attempts to deliver to an address I am no longer at. Lucky the concierge refuses it, but ASOS says that the package has to come back to them before I am refunded, even though I never received the package, and it's been with their courier. The courier has now had the package for 2 weeks and not gotten it back to ASOS so they are saying they can't refund me until their own courier returns their package. They are withholding my money, and I would not recommend shopping from ASOS. I don't know if they'll issue a refund as their customer service is non-existent.

I'm sorry to hear of other people's bad experience w/ shipping/order issues. Perhaps you might want to double check to make sure you select your country first before ordering, I know it's defaulted to UK. I selected US for all of my orders and they came within 4 days (I live in California). The dress I ordered, which was an ASOS brand (they carry other brands) was true to size and the material was of better quality than H&M or Forever21, I expected it to be b/c it was way more expensive than two I mentioned. My only NEGATIVE experience was I forgot my user password and requested to change retrieve it and I followed the prompts and directions online, but I still couldn't change it. I emailed the tech support and they basically told me to request to retrieve password and click on the email (which I already tried prior to contacting them). After a few days of waiting, I decided to just create a new account. Overall, I am very pleased and it's one of the sites that I frequent lately. I love the style of clothes and the quality.

I ordered 27 items. They sent my order in 2 packages. I received 20 of the 27 items. 12 items came in the first package and 8 items in the second package. I contacted them within 30 days to let them know which items were missing. As we were a few days out from Christmas and as the missing items were christmas gifts, I requested a refund rather than have them resend because I wasn't guaranteed to receive before Christmas.
I ended up purchasing new gifts confident that there would be no issues with the refund. I figured the missing items was an honest mistake given the Christmas rush.
I received an extremely nasty email from their customer service department advising that my account activity is not in line with their terms and conditions. They also said that they were not going to refund me and that my account was de-activated and that they would not accept any further orders from me, any new or associated accounts.
I read there terms and conditions,,,,still do not understand what violation occurred. I asked for an explanation...they will not give me an explanation. I also made it clear that if a requesting a refund was an issue then I would just accept them sending the missing items...no such luck. They wrote again to tell me that my account was de-activated and that they would not respond to any further emails.
No Items, No Refund, No Explanation...AWFUL CUSTOMER SERVICE

I PLACE AN ORDER WITH ASOS ON LINE FOR $580 DOLLARS I ALWAYS SIGN FOR MY GOODS TO BE SURE I WILL GET THEM IF AM NOT HOME I GET A CARD IN THE POST AND I GO TO PICK IT UP
THEY LOST MY PARCEL AND NOW THEY ASKING ME TO GIVE THEM A OTHER ADDRESS TO SEND MY GOODS REALY HOW CAN I GIVE THEM AN OTHER ADDRESS I ONLY HAVE ONE HOME AND THEY WILL NOT REFUND ME MY MONEY NOW I HAVE TO TAKE THEM TO THE FEAR TRADING DON, T BUY FROMTHIS COMPANY THEY ARE THE WORST

Horrible customer service. Ordered off the asos.au site having heard good things about it. Was so disappointed with the experience, will never order from them again.

The site wouldn't let me have the items delivered to my PO BOX, which for any shopper is just plain annoying. So i had to have it delivered to my house, but they wanted a signature, so they then proceeded to deliver the parcel on a weekday at 9am, normal people are not home on a weekday at 9am. So I had the option to pick the parcel up from there warehouse 2 hours drive away or have it delivered to the nearest post office box that they would deliver it to... which was near to where i was either

The clothes I ordered looked nothing like how they were displayed. The one dress that did look like how it was displayed was so poorly constructed that in between two layers of chiffon in the chest area was a huge string of over locking which was very noticeable when worn.

I returned the clothes which cost me. Then they sent me an email saying I would get my money in 1 to 2 weeks. 1 month later still no refund, so I emailed them and they claimed to have sent it the money. To get my money back I had to send multiple threaten to go to an ombudsmen when they still refused to send my money back when I sent them a copy of my bank transactions of the time period they were claiming to have sent the money back to me in. Only after all this I got all my money back... amazing what threats can do when it comes to the law