Placed an order with ASOS and almost a week later it still hadn't arrived. I logged in to track the order and it said it had been delivered to a neighbour. I had received a calling card and the "neighbour" lived four doors down. When I finally got through to them a very senile elderly man angrily answered the door and said he didn't have my parcel. His name also did not match the name ASOS quoted. I called ASOS and was told I couldn't get a refund nor a replacement until an investigation was raised with DPD. A week later I received an email to say the investigation was conducted and DPD have confirmed they delivered it successfully to a neighbour. They asked me to pick up with my neighbour. I called again and had an infuriating call with customer service who said that the matter was closed their end and they cannot refund or replace the goods. I escalated on social media and email cc-ing the CEO and received a response to say it was a civil matter with my neighbour. I then received a long follow up to say that whilst I hadn't authorised delivery to a neighbour this is what their terms and conditions say (I checked and it doesn't) and that they're allowed to leave items within 50m of my house. They acknowledged I had cc-Ed the CEO and that they would on this occasion reopen the investigation with DpD but make no promises as to the outcome and cannot guarantee how long before I'll hear a response.

Absolutely criminal customer service. I will be boycotting and urge anyone else to boycott ASOS

I bought an order in this website some days ago. But they have not shipped it to me. I just got a full refund.

I'm already waiting 6 months for my 300 euro refund... you customers service is awful. I haven't received my order and they offer me a gift card...

Service client is so bad buy somewhere else in my orders they ship me in total of 8 item 4 was wrong size /color

My only wish is that I have read those reviews before I spend my money on ASOS, here is my story:
I made my first purchase couple weeks ago for an order over $150 with a $25 off coupon. Turns out the pant ($53.71) won't fit me, since they do not offer exchange in the US, I have to return it and make another purchase separately.

ASOS received my return merchandise but ONLY credit me $28.71 back because they auto-deducted the $25 coupon that I used for my first order even though it is technically an exchange, not a refund.

I decided to email the customer service at ASOS since there is no phone number you can call from US. After couple of days waiting, I contacted them via facebook. A rep emailed me back but insist there will be no refund on $25 because they do not offer exchanges outside the UK therefore all returns will be treated as refund MINUS the coupon if the new total does not qualify the original offer (even though my second replacement order actually is more than the first order without using any coupons).

IN SHORT, I LOST $25 FOR SOMETHING DOESN'T FIT ME RIGHT.

It's an extremely unfair situation and bad business practice. They rather lose a forever customer than credit me back $25, no wonder they've earned so many bad reviews already.

Buyer Beware!

Ordered item, 2 weeks after delivery was due received an email and was told it wouldn't be being delivered. Now awaiting refund.

Quality of a lot of clothes has gone down hill And returns takes too long. Why are you sitting on customers money.

Sent wrong size and could not replace. Customer chat is terrible. Delivery was way to slow. Will not use in the future

Never received my package and no customer service to resolve the issue. This business is fake and do not waste your time.

I've never had major issues with the company until my last order. They had an offer and depending on the amount of your order you could have used a promo code for a discount. GIMME50 GIMME75 GIMME100

My total allowed me to use GIMME100. Some of the clothes didn't fit and I needed to return them. Instead of calculating the discount for each item (including the ones that I kept - the majority) before refunding they completely removed the discount, taking it off the refund. Other than being not fair, since the discount applied to all of the items, they wouldn't even recalculate the discount for the new amount. "Our policy doesn't allow us to do so". As their policy was imposed on them by some other entity.

ASOS always seemed to me a company very similar to Amazon, which tries to establish a long term trust with its users, so to become the first choice today and in the future.

This was an unprofessional move and they won't see me back. Just sent a request to delete my account as well.

I might be just another customer, but you're just another retail website in an ocean of options.

Good luck.

They sent half of my order and it is very poor quality.
I wish I would have viewed reviews before purchasing.