I used to order often from ASOS, but hadn't for a while. I ordered some small items, went about my day, and checked the order email. I realized my old address was the shipping address, because autofill had probably replaced my new address. It was a bit over an hour since the order was placed.

I immediately contacted ASOS support and they told me too bad, their policy only lets you modify an order within an hour. They told me to wait until the shipping label was created and then contact the delivery service to cancel.

So, I did, and a whole two days later the shipping label is created. UPS tells me I cannot cancel/refuse a delivery - it has to be ASOS. So, I reach back out to ASOS, and they tell me "We can't cancel your order from our end for some security reason and privacy."

Now the package has been delivered, and ASOS doesn't have options for refunds/returning once it has been delivered, if you don't have the goods. So I'm out $65 and it's a total waste of my time and money. They just deflect and waste your time and tell you try again later, when you definitely can't resolve anything.

Never shopping there again.

Today is my 11th anniversary with ASOS and it will definitely be my last. A week ago I had a parcel stolen by their Evri delivery driver. I have him very clearly on my Ring cam and my CCTV - there's no question at all. Trying to explain this to ASOS customer services is an exercise in futility.

I've spent literally hours this week trying to get this sorted. I won't bore you with the details or the ridiculous questions they've been asking, but suffice to say, they were totally uninterested in anything about the theft.

Four days later I got them to agree to resend the items but then got an email saying half the order was out of stock. The items were in stock before and after my chat and still are. Like others here, I bought these things in the sale and they are now double the price so clearly they don't want to send them out again

I contacted them again and spent over an hour trying to explain why they needed to resend these items rather than get me to order them at twice the price. I got offered the usual 15% discount - nope - eventually after a lengthy (20 mins plus) run of silence he said they would send me a 50% off code to reorder. I got him to repeat this several times. Of course the code never materialized.

Because it bears repeating, their courier stole my parcel on multiple cameras and they weren't interested. They've spent a week fobbing me off rather than simply resending the stolen items.

This isn't the first time I've had issues with ASOS - far from it. I am done with ASOS. I am returning everything I've bought this past month and never using them again.

So guys i just show you why this site is crap! I order one abuze t shirt and its just terrible! Go to oficial abuze site http://www.abuzelondon.com/big-smoke-animal-white/ look this t shirt! And now look this on assos http://www.asos.com/Abuze-London/Abuze-London-T-Shirt-Big-Smoke/Prod/pgeproduct.aspx?iid=*******&cid=5232&Rf-400=*******&sh=0&pge=0&pgesize=36&sort=-1&clr=White! Where is the authentic STAMP DOWN RIGHT? So i give 22 euros for fake and no authentic t shirt with terrible fabric! Sorry about my english i just want to say never again from this site its just garbage!

Terrible, Horrible worst inTerrible, Horrible worst internet shopping ever!

They said the delivery fee is free but it costs 22CAD for receiving. I mentioned about it to them and they replied me below. "Customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. We have no control over these charges, and can't tell you what the cost would be, as customs policies and import duties vary widely from country to country. It's a good idea to contact your local customs office for current charges before you order in the future, so you're not surprised by charges you weren't expecting." Who can expect about the import duties without note! They must have so many inquiry from people who has same trouble before but they don't mention on their website. So kind, huh? They allow canceling the order only in 15 mins after we order. The merchandise was completely different from the pictures. Their marketing is totally fake!

Ive been a loyal customer of Asos for 12 years, I purchased over £200 worth of item last Friday 22rd June (next day delivery) and its now Monday 2nd July and nothing; no refund, no goods; nothing! My son is very disappointed because the things purchased was is Birthday presents Which was June 24th; Ive repeatedly called the customer service and all they met telling me its Beyond their control its their IT department whom deals with it, I rang their head offfice the same whats the point of having a customer service! Any way I will never buy from them again as soon as the resolve my issue I will deactivate my Asos account farewell Asos!

ASOS has repeatedly sent me the wrong size for my order then tried to blame it on me. They keep passing me off to different customer service personal who say I ordered the wrong size, despite the fact that my receipt CLEARLY states that I ordered the right size. I even provided screen shots.
They are a UK website, so I ordered a UK 32G. They keep sending me US 32Fs. They referred me to their sizing guide, which didn't help their cause because it states "ASOS own brand bikini tops come in UK sizing, please see chart below for conversion to EU and US sizes". Therefore, if I order a 32G, I expect to receive a 32G, no matter where I live. End of story.
I tried to refund and re-order as they suggested, but they STILL managed to send me the wrong size. TWICE!
Yesterday, I asked to speak to a manager. They said they would have someone call me this morning. Still waiting! Pretty sure they are blowing me off.
All I want is to receive my order in the correct size. THAT'S ALL. I don't understand why this has to be so difficult!
If you are looking to receive your order exactly as you ordered it, I would NOT recommend doing business with this company.

Update: Only after I started posting public reviews on Facebook did they finally call me. The guy one the phone was super rude and condescending, saying I was wrong because I lived in America. What it came down to is they didn't have the size that was advertised as I had ordered, so they figured they'd just send me a smaller size instead. Nope!

Yesterday I made my first purchase through ASOS. On first attempt I tried to use a 15% off coupon for new customers, but when my order didn't go through the first time and I attempted to use the code when placing the order correctly, I got an error message "Sorry, this code is for new customers only." I still was a new customer…my initial order hadn't gone through? So I never actually used the coupon? I took to ASOS's customer service chat and so ensued a 45 minute conversation in which I was told to cancel the order that had been placed, so they could "email me a new code," which never came, then I was "given a new 15% off code: "REPLACE15OE" Seems like it would replace my 15% off coupon right? Wrong, that code only took off 3%… it's as if by including the number 15 in the second code they thought I'd just assume it was legit and be too stupid to notice the difference in discounts? After I pointed out this error to the customer service agent I was immediately met with a noticeably colder attitude and was told to wait for an email with a "new correct code." Well it's been 24 hours and still no code. All this for 15% off…I just wanted to use the code I was promised why is that so hard? It's like they are looking for ways to rip off their customers.

Was promissed a refund my Asos who then blocked my account overnight and will not communicate with me further.
COMPLETE SCAM, POOR CUSTOMER SERVICE,TERRIBLE TREATMENT.
KAJAL and DEVANG specifically provided attrocious service.
DO NOT USE!

Briefly said: I have wasted lots of energy and time on these BRAIN-LESS, trying to get my money back for mistakes made by them. The customer service is the worst ever, they don't refund you, they misinform you, tell you to drop the package you want to return to the post office but the post office says they don't have a deal with them and I have to pay for the postage. Then they don't make themselves responsible, even though I have proof of the chat. Every time I contact them over chat, I spend a min of 40 min, but tonight 2h. They don't answer and are disrespectful. Send standard messages like "don't worry" and copy/paste them again, which is extremely rude, as if I was stupid and wouldn't know what they do. I have lost my patience. They are a bunch of id... Disrespectful, rude, not caring about the business as it works anyway. I hope their business will die one day and they will all lose their lousy jobs. They simply don't deserve them as they are incapable to provide good service, but on the contrary: they cheat people!

Terrible customer services. They sent me wrong items and refused to refund. I really thought I could try to keep them without returning but they are size UK20 while I am just size UK4! So I asked them for refund without returns (because I am living overseas and it's so expensive and troublesome for international shipment in the country Im living). I thought they would be flexible and it also states in their returns policy that customers can ask for refund without returns. They told me they couldn't refund if I didn't return the wrong items. Then I asked them if they could issue a promo code or voucher equivalent to the refund or they could just pay me back half of my money without needing me to returning. They said they just could issue me a promo code for 10% discount for my next order. I usually shop online and sometimes receive wrong items from those stores but never did they ask me to return for the refund (although they also have returns policy). I was very disappointed with ASOS and not happy with their CS at all. I had to place the same order and spent a long time chatting with a useless and unhelpful CS staff today. What a waste of time and money.

Never shop at this retailer anymore! So long story short: I ordered 3 pairs of shoes/sandals in size 48, but how surprised I was when all 3! Shoes/sandals came in incorrect sizing (size 47). I got in touch with the support, and they assured me that if I will order a second time I will receive the correct order and I shouldn't worry about, that as there is no chance new delivery will be faulty. But to my surprize the second delivery came with the same issue - incorrect sizes. So at this point, I have 5! Pairs of shoes in faulty sizing. I could imagine messing up one pair, but 5! Of them? So, at that point of time, nothing has actually ended. When the time for return came, I received a notification that only two pairs will be refunded, so once again (just to let you know it was my 4th chart with support) I went to find out what is the problem and yes, of course, they forgot to process 3rd pair return. By the end of the day, I received a notification for a return, but... the wrong amount. Really? So I started once again fighting over the refund I needed to receive. At this point I was very "pissed" off and used explicit language, but who wouldn't? So, if someone is reading this review, I kindly suggest you choose other retailers, so you won't be getting all of this stress receiving incorrect items, and fighting for the incorrect refunds and amounts. I guess there are plenty, which would provide you with the best customer experience.
P.S. I'm still waiting for my second "faulty" delivered return and am not sure, which surprises I would have with that one, but believe me I had enough with them.

I've purchased many times from Asos whilst I was living in Europe, mainly in the UK. Never had issues there, returns were easy, did not cost me money to send it back, delivery was quick and refund was settled promptly.

I ordered from Asos in Canada. I was charged customs fee which literally doubled the cost of my dresses, this was not outlined or stated on the website. Being new in Canada, I had no idea that this fee is flat rate (>$50) regardless of the price of your goods as long as it exceeds $20.

To make it worse, the dresses I ordered did not fit me despite using the size guide. Their clothing always run too big. I normally wear UK8-10. Nowhere in store, have I ever bought smaller sizes. On Asos, I have to scale down several sizes even when I use the sizing assistant and answered based on actual measurements/weight. The fit is also clearly off, because every so often, if I order a couple dresses which are all the same size, one might fit while the others run down my knees. My sequin dress is dropping sequins every now and then. I've had to vacuum it up and even then there's still a couple falling off whenever it is shifted. I tried to find the loose thread and just cannot locate it cause it's black.

The worst part is to return to the UK, I will be charged a shipping fee of $22+. This means, the cost of shipping and customs alone would have easily gotten me 3 dresses without the added hassle of purchasing it from overseas and having issues with sizing and having to return it. Really terrible. Do not purchase from Asos unless you live in the UK. I just missed London and hated the clothing/fashion in Canada. Can't believe this just made everything worse.

I ordered some Christmas presents for my daughter in 11th December. As they did not arrive on time I requested a refund which took a number of messages to ASOS before it was agreed and finally received. The parcel eventually arrived on Christmas Eve. As an honest person I immediately contacted ASOS and said I was pleased it had arrived in time for Christmas and could I now please pay. The only option I was told was to return the items. I explained I didn't want to return the items I wanted to keep them and just pay for them. After a long conversation with 'customer care' including being told I could reorder with next day delivery and still get them for Christmas! To which I did ask them if they were in fact Santa Claus! Since it took more than 2 weeks to get the delivery I suggested this perhaps might not happen and I would like to give my daughter her presents on Christmas Day. I offered to pay several times and was threatened that if I did not return the items then my future refunds would be impacted. I would NEVER use ASOS again. Be warned!

I purchased twice from ASOS. The first time, it took months for me to receive, the second time I never received my order and I never got a refund. ASOS basically stole my money

I am extremely unhappy with their service. I have been a good client and until my last experience. During my last order number *******, they have expired their limit until when I can receive the goods and now they are asking for an extra 72x hours to have a reply from the correct "department".
I do think that this is inadmissible to have to wait for 72x hours to have them communicating between 2 of their departments, furthermore I have requested to cancel the order (since they have passed the deadline) and they have still demanded to wait for the 72x hours. I had the opportunity to talk with Paul and Diana and I have clearly explained that I cannot wait 72x hours to have a reply from their side and it is inadmissible but nothing was done and they still remain obliging to wait for 72x hours. This is inadmissible! Nothing can justify this, since one if they have lack of staff, this is their fault and it obviously affects the client experience and second if it takes too long to receive a reply form the transporter, it is also their fault since they are the ones who hire them. I am extremely dissatisfied with this the worst costumer experience that I have received so far, and foremost it is my money that they have and they are making me wait to refund it to me! And to finalize my costumer experience Paul has closed the chat in my face without even confirming if I was done or not. This is an outrageous and I cannot believe that a company like Asos can be compliant with this kind to attentiveness.

SCAMMERS!
Paid $210 AUD "free shipping" for a pair of NIKE trainers. I looked on the Australian Nike store and online and they sell them for &140 AUD. So I wondered why the price was so different.
THEY EFFING INCLUDE THE SHIPPING PRICE TO THE PRICE OF THE ITEM! SNEAKY SNEAKY!
I tried to resolve the issue by contacting ASOS on Facebook and their advice was to return the shoes to get a REFUND (thank god I can return them) however, to buy them again on ASOS and to mention the price matching on the ENGLISH NIKE SITE! Wtheck? Um I am dealing with ASOS Australia and they tell me they will price match UK nike store? REALLY AWFUL CUSTOMER SERVICE! UK NIKE STORE WAS PRICED MORE THAN AUSTRALIA! WHY WOULD I LOOK ON THERE? I LIVE IN EFFING AUSTRALIA! Just please, stop... don't shop on ASOS.

On 16th December I ordered a selection of goods from ASOS for our daughter for Christmas. It is now 3rd January and I have not received the goods. Hermes are the carrier apparently. I have been corresponding with ASOS for two weeks now and have received numerous flowery placating emails apologising for the lack of delivery and constantly assuring me that they will find out where the parcel is. They now say it was left 'in a secure place' on 30th December and if I can't find it I should ask all my neighbours if they took it in. No one has signed for a parcel from Hermes, no one from Hermes has ever contacted me about delivery in spite of having my mobile number and I didn't give instructions for the parcel to be left in a secure place either. I do not believe I will ever receive these goods, and ASOS have refused to refund me because 'it is not their policy to give refunds while goods are in transit'! DO NOT USE THIS RETAILER!