Would give 0 stars if I could!
Cocked up my order (which was a Christmas present) and sent it to me a day before Christmas Eve!

I waited 2 months to get a refund of like $30 shoes.
Tried contacted them, and I got a email back saying "they're inbox was full".

I placed two orders with ASOS back to back because I loved the clothing selection they were showing online and just needed everything! However, since I placed two separate orders, I had to pay surprise customs charges on both packages (approx $15 each). NONE of the clothes were good. They were poor quality and did not look like the website pictures at all! So, I wanted to return the $180 worth of clothing that I ordered. However, since I ordered the clothing in two separate orders, I have to go through the process of returning two separate orders. Since their returns process is directly linked to Canada Post, I have to pay $22.40 two times in order to return the clothes, even though I planned on returning all the clothes in 1 package (customer service and website details allow this). After an unsuccessful hour with customer service, I still have to pay for two return labels even if I only mail one package. That means I will have paid $75 to end up with nothing! AVOID ASOS AT ALL COSTS because they did absolutely nothing to try and help me or remedy the situation.

The quality of the items I've purchased from ASOS is always great, which is why I give them 2 stars. However, their customer service and return procedure is HORRIBLE. It is so bad that I refuse to shop here anymore. After ordering a dress on April 12th for a special occasion (and paying extra for faster shipping), I ordered a size 8 and received a size 14. After noticing this I tried to find a phone number to reach out to ASOS to see if they could overnight me the correct size, since the mistake was not mine. Once I realized there was no customer service number I chatted someone inquiring about the overnight shipping. Whoever I was chatting with told me this was not possible that I would have to purchase a new dress, pay for overnight shipping, then return the wrong size dress and receive a refund. Instead of ordering the correct size I simply decided just to return the dress and get a refund. I returned the dress on April 18th. It is May 29th and I have yet to receive an email stating they've received my item nor have I received my $70 refund. I was just chatting with someone in customer service asking about this and after about 5 minutes he comes back to tell me that their system is 'down' and to check back in 30 minutes... then he ends the chat session.
Not happy with this company and their customer service! I will be spending my money elsewhere.

I have never had a worse experience with customer service before talking with ASOS customer service. I live in Norway and when I was going to order for the first time from their site I asked if I it was possible to return my product if it was to little in size or if there was another problem for free. The answer I got from the customer service chat was "Yes you will get free shipping when returning a product that doesn't fit you".

When I then decided to return the top that I bought (because it was in a super small childlike size) I had to pay for the shipping. And not only did I have to pay to send it back, the price for sending it back was the same price as the top.

I would obviously never send it back if it wasn't for customer service telling me it would be free like a week before. I asked customer service again if there was a mistake and showed them a screenshot of the chat where the lady told me it would be free. The answer I got was "Well that's not the right information that you got from my coworker. You can't always have it your way, have a nice day". And just told me it was my problem that someone from their company had given me the wrong information.

I'm never going to by anything from ASOS ever again because of this bad experience.

Very poor customer service. After receiving the wrong item, which i orginally ordered on April 20th, I contacted asos to fix it. They only have contact through web chat, there is no phone number to call. They told me I would need to ship the incorrect item back (their website requires you to pay for the shipping as well to return the item, but they ended up agreeing to pay for the item to be shipped back), but even then i would need to reorder the item i should already have and pay for it again. They told me they would refund me the shipping and insisted the item was still in stock. I requested this to be escalated, as this is very poor customer service, that i would need to reorder the item when I did nothing wrong. When i reordered the item and paid for the item again, two days after i ordered the item I received an email stating the item was out of stock. I still have not received any contact from asos with any gesture to fix their own error, even after explaining to their online chat the sittuation and requesting it to be escalated on Monday. The item i ordered was part of a set, so i'm very upset that they didn't make any attempts to ensure i got the item that i orignally ordered in april. They could have at least, at the minimum, put the item aside when they saw it was still in stock, so when I ordered it again I actually would receive the item. The customer should not have to go out of their way to fix the companies mistakes.

I wrote a detailed review about my experience with ASOS here - http://cataxz.com/2015/03/my-experience-with-asos/ - and I can say I am very pleased with their services and products.

PROs: I can't rave enough about ASOS! I live in Toronto, and I find the majority of their items well priced. Shoes especially are affordable and on trend. Way better than buying something generic, poorly made and overpriced at let's say ALDO or Town Shoes. ASOS is also generally very trendy. I usually find the latest trends on ASOS before they ever hit the malls here. ASOS sells their own brands, and several other third-party brands as well. They range from the super pricey like Stylestalker to super cheap like the ASOS brand; so the quality and worksmanship can vary. I personally like the ASOS brand. The quality is decent to very good; however you can't beat the pricing, especially once items go on sale.

CONs: Admittedly, I have several items from ASOS which either didn't fit well, or look as nice (on me) as they did online. That being said, I still continue to order items from there because for every one item I didn't love, I have 10 that I adore. Another con is the returns, at least for us Canadians. It can cost a pretty penny to send items back to the UK and I would recommend waiting until you have a few (if you order as often as I do) to send it out as one shipment. Outside of that, the returns process is no-nonsense, quick and painless.

I haven't got my parcel since I ordered from the 5th of March till TODAY! And I can't even track my parcel. I think maybe the have scammed me. I am from South Africa.

I was expected to receive my order by April 7th, but I didn't. I wrote many e-mails to them but they only say: you will have to wait for 2 more weeks, blah, blah, blah, etc.
There is only someone different who replies the e-mails (from Customer service), so they go on repeting the same "bul... t".
If I decide to wait till April 25th, as they "suggested", then THEY WILL SEE WHAT TO DO.
Do yourself a favor and don't waste your time and money on this site. They only want your money, and they have THE WORST customer care staff. NEVER AGAIN!

Worst customer service i have ever experienced. My return didn't move for weeks and they kept wanting me to wait ten days to START a case for my lost return. And then they kept changing the date that was the 10th day. Oh, and I had to contact them over FIFTEEN times through every channel (facebook, facebook chat, live chat, and email) to finally get any response. I will NEVER EVER shop here again. When pretty much every other e-commerce site will bend over backward to accommodate you, and ASOS can't even do the bare minimum, there is no reason to shop at this trash bin.

One person at ASOS "Hi Rae, I'm really sorry you feel this way and will be happy to resolve this for you. We have a process in place and we must allow till after the end of the day on 10 December 2018 before I can look into this further. If you've still not heard from us after this time, please get back in touch and I'll be happy to help. ASOS Alison"

The next person "... please can you allow until the end of the day on the 12th December for your return to reach us? Once we've got your return back we'll send you an email to let you know. If you haven't heard from us by the morning of the 13th December, please get back in touch..."

NOT SHIPPED TO MY ADDRESS INASTEAD THEY SHIPPED IT TO THE FCKN POST OFFICE WHEN THEY COULD JUST SHIPPED IT TO MY FCKN ADDRESS. IVE ORDERED TWICE THE FIRST ONE WAS SHIPPED TO MY ADDRESS THE NEXT WASNT. NEVER GOING TO BUY HERE AGAIN. JUST TRY ZAFUL OR ANY OTHER BRAND

Friends, I do not advise anyone to buy on Asos! I got into an unpleasant situation with order ******* - employees of the Asos warehouse were mistaken and instead of the 44th size shipped, they sent the 47th, and even in the packaging from the 45th (all photos in the attaché). This alone speaks volumes about the quality of their products... They refuse to return money, they refuse to send a replacement. The support service for the carbon copy sends the same message that in order to return the money I must send them the goods back. I agree to go to the post office and bother with refunds, if this is my mistake with the size and the thing did not come up stupidly, but when the store makes a mistake - in normal places, money was immediately returned without any questions. Spending now my time and a month waiting for the sake of a thousand rubles I'm not going to, but I warn other customers about such a bawdy service! Quotation from the Asos support service: "We send a large number of parcels every day, and the staff of the dispatch department scan the barcode on the package and can not always check the correspondence of the goods inside.". Accordingly, what you actually send in the parcel - it is unknown.

WOULD NOT EVEN GIVE A 1 STAR! I ordered $700 worth of clothing and paid for express 2 day shipping. I received my order on the 4th day. The order was missing 11 of the 15 items. I received only 4 items and 1 of those items were DAMAGED. I contacted ASOS immediately and had to beg to have the missing items be shipped to me immediately because I was going on a 3 week vacation. The rep finally apologized and guaranteed that the items would be delivered to me 2 days later (the day I was leaving for vacation). I asked for tracking and he said I would receive it by email. The next day of course I still hadn't received tracking so I contacted ASOS yet again which I got an answer of the items have not been shipped yet and will not make it to you before you leave for vacation. I asked to speak to a manager and the answer is they will contact you within 48 hours and there is nothing else they were willing to do for me. Now i am left with no time to go shopping for the vacation. I will never shop here again. This was the most unprofessional experience.

I made two orders both orders they were sent to to a address with one number and no street address on it I have no idea why tf they would mail something with no street address I never got my items I had purchased stuff when they were having a sale that they emailed me about that they no longer have I was all excited for no reason a waste of my time and money the items are sold out now their was a product that I actually needed that like I said is sold out now and they took my item that I purchased because once it get to a post office they realize the address was not valid which idk how they didn't recognize that before shipping makes me never want to use this site again idky not just send a email to confirm and verify the address instead of wasting your shipping money and both of our time they are dïck heads I hate this site

Ordered clothing specifically for my honeymoon. Order was placed August 19th.
Delivery date was August 31 - 3 days before I left but was assured it would arrive on or before August 31st.
Was told I could track it, but no tracking number was ever sent to me.
Kept checking my account and delivery date stayed the same, On August 31st at 12:09am the date changed to September 5th. 3 days after I leave for my honeymoon.
Contacted them from their website and twitter, I was told two different dates for ETA- September 15th and September 19th.
When I told them the order was specifically bought for my honeymoon, they gave me a 10% off coupon code and told me I could return it... leaving out the fact that I would be responsible for the return postage.
They said they can't take into account postal delays... but there is no way an order should take a MONTH to arrive.
Do yourself a favor and make sure when ordering online that the company has a decent return policy. Because spending money on duties and return postage is such a waste.
Now the night before I leave on vacation I have to go to the mall and find a bathing suite... in September...
Thanks ASOS

Just a quick FYI to any/ all customers reading this.

Do not purchase from this company unless you have extra funds to not only pay customs charges but then to pay large sums of money to return items to them even if your reason for a return is that the item was falsely advertised on their website.

I purchase 8 identical items for my wedding, used the size chart to order sizes and received items that looked NOTHING like the item that was on the website.

I contacted Customer Service to see what they could do to help me out as I am in Canada and returning the items would cost me another $60. Keep in mind that the items cost $130, I had already paid $40 in customs charges that I wasn't going to get back, and the items I received looked like maternity clothing instead of the photo online that looked great.

I was told "the Manager has agreed that you can return the clothing" "you are responsible for the postage" "I have done all I can do".

I shop at ASOS all the time and am a loyal customer and they weren't even willing to work on a solution with me.

Please don't trust these people with your orders.