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Can't connect to anyone. Chat does not work. Service sucks

Terrible company. Doesn't take accountability whatsoever. Always excuse after excuse and doesn't even attempt to make things right with the customer.

I've only ordered from ASOS once but purposely ordered from the 'petite' range as I'm quite small and thin. I find it hard to order clothes online and was very excited to see they had a special 'petite' section.

I ordered about 5 different things and they all looked very nice in the photos, all on petite sized models and it fit them really well, looked really fitted and flattering so I thought this was how it would look on me also. However this was wrong to assume because I couldn't believe how large each item was upon arrival, they looked so small in the photos but were baggy and large in real life! None of the clothes fit me properly, they were all extremely long (came down to my knees when they were supposed to be mid-thigh) and baggy around the waist. One dress was an off the shoulder style and looked very elegant in the photos but in real life it kept falling off my shoulders because it was just too big. I was very disappointed as it was a beautiful black dress with lace sleeves. It was the same problem with the rest of the clothes.

I also ordered a pair of black wide fit platform heels (only kind available was wide fit) and they were bigger than I thought. I have small feet and ordered UK size 3 / NZ size 5 as this is my usual size but they seemed more like UK size 4 in real life and are on the verge of looking weird on my small feet. They are also made of leather and the straps cut into my feet, they are very stiff and I've tried multiple times to loosen the leather but it never seems to work or make a difference. As a result the shoes are quite uncomfortable and hurt when I walk in them.

I gave ASOS 3/5 stars because the delivery was pretty quick and also free (unlike so many other online shopping websites) and I did quite like one dress, I've been wearing it even though it's quite baggy. Although I don't think I'll wear the rest of my purchases so I feel it was kind of a waste of money as I spent quite a lot for each item.

Not sure if I'll buy from ASOS again, I can understand it might be great for non petite people because the clothes will probably fit better. But would not recommend this website to any petite people, even buying from the 'petite' section like I did.

DO NOT BUY THERE. PARCEL NEVER ARRIVED. THE ONE THAT ARRIVED ARE DAMAGED. THEY WILL NOT REFUND YOU BEFORE MONTHS. THE CUSTOMERS SERVICE IS ONLY BY CHAT AND THE WORST CHAT APP. EVER.

I've previously ordered a couple of times, most likely the quality of the products was super bad but i could keep one or two items out of my order. Since most of my friends made horrible experiences either through bad service or horrible quality of their products and told me about it, I was a bit hesitant if I should order again. But bc of an upcoming event I decided to give it one last shot. Well, I've paid 10€ for EXPRESS SHIPPING and was hopeful, that I would like the ordered items. Of course the delivery wasn't delivered on the day they've promised it would (latest). The day after no signs of the parcel. Now its been over a week. I've been in contact with their CS over Chat and NO ONE ist able to help. No chance of cancelation, no discount on a new order, to deliver what I've ordered. NOTHING. Only the same answer every day I need to wait another day and contact them again! WHY. Thats NO CUSTOMER SERVICE. How on earth are they expecting people to come back to this $#*!. I don't have the time nor intention of spending 30 mins per day to tell them that the parcel is still not here. Obv the Parcel must have gone lost, the solution would be to send out the same order and get it to where I've ordered it to, but NO CHANCE. I will never never never again place an order on their website and would def not recommend it to anyone else.

This was the absolute worst customer service I have ever experienced. They gave me the run-around for weeks after not delivering my package. I wish I could give 0 stars. I have never had a worse experience with a company. They are absolutely incompetent. If you want to ruin your Christmas and talk time and time again to customer service agents that know nothing via online chat at midnight (only time they are available), order from here. If not, go elsewhere. I will never order from here again for as long as I live. I spent hours and hours of my life trying to figure this out only to be given empty promises and no fulfillments time and time again. I won't go into the details but my order was supposedly shipped twice. When I contacted them again, they said it was never shipped and that they were out of stock. They gave me a refund but I had ordered the clothes on black friday sale and as a broke college student could not afford them at full price with the refund. DO NOT SHOP HERE. THEY ARE AN EVIL CORPORATION WHO DOESNT CARE ABOUT YOU AT ALL AND WILL DESTROY YOUR HAPPINESS AND SUCK YOUR WILL TO LIVE. I speak from experience.

DO NOT, DO NOT Order from ASOS. I placed a big £700 order which was never delivered, in their words, "never left the warehouse". They told me the refund would be in the account within 24 hours! I have been chasing my refund for 7 days now via email and phone wasting my energy and time (!), calling every day to be told they will request again AGAIN and AGAIN and Customer Service guys cannot do anything and you can't even speak to the "mysterious" refund office! Guess what, they put £100 in the account but not full £700! Thank you very much, do you think I'm a charity? Robbing people who think won't bother. Big company but dodgy and will take every chance to rob you with their mystery backoffice staff and "can't help" customer service. I'm still chasing my money! I will now contact my bank, trading standards and seek extra compensation from robbing bastards and I will WILL NEVER ORDER AGAIN AND FOR YOUR OWN SANITY DO NOT ORDER ANYTHING. Order from Missguided, PLT, a lot more reliable and caring.

Disgusting service!

Placed an order and recieved a text saying it has been delivered with the neighbour no 17.

Went to get them our neighbour seems to have never received them, after went through the help chat services and raised a request for enquiry. I waited for an answer but nothing for a week. I had to call asos customer service and then they mention, it has been dropped in no 20 not 17? Checked with the neighbour again and they confirmed the same never got it'.

At this point, I did not knew what to do and advised Asos to have it collected from the same place wherever the driver has left it.

Hence, I thought everything would be resolved by now, but this morning recieved an email from ASOS,

"My name is Isobel, I'm one of the supervisors here working alongside Paul. He's not in over the weekends, so this has been passed to myself. Thanks for getting in touch, I hope you're well!

I've just been in touch with DPD and they have advised me that they have a signature match for someone with that name at number 20 from a couple of previous deliveries. As such, they have deemed this correctly delivered and we'll no longer be able to take this any further. From this point on, this would be a civil matter between yourselves and your neighbours. I appreciate this isn't the answer you were looking for, and for that I do apologise.

If there's anything else I can do for you, let me know and I'd love to help.
Best Wishes,

Isobel
ASOS Customer Care"

I do not understand if the neighbours are claiming they have not recieved it then, how can ASOS ask their customer to enquire something without evidence. The signature they are claiming has not been shared with me yet.

I just want my refund back as I never recieved the order I have placed them, is that too much too ask? If the driver delivers in the wrong place and cannot locate them, is that the customer problem. I feel like a Ping Pong ball chasing with neighbour 17,20, DPD anf Asos with no results. Disgusting really.

My experience has been horrible and has gone so far as to cause me anxiety and stress over the whole situation.

I ordered a bikini on the 14th of August on the Australian website. When I receive the item after a little while, they seem to have sent me the wrong size. Whether or not that comes from a faulty conversion between the Australian and UK website or from a mistake when sending the item, I don't know, but the fix is fairly simple: For them to send me the item I originally ordered, and for me to return the other item. However, it did not turn out to be that simple.

I contacted ASOS via chat straight away, and was told they would send my issue to a "specialist team". When asked how long it could take, they told me that due to high workloads it could take up to 10 days. I also contacted ASOS via Facebook, and after being asked for my order number and email, they stopped replying. On the 29th I got a response telling me I'd been sent a replacement, but in the message, they told me the size was the same as the one I originally got (which was, of course, the incorrect size), so I asked them straight away if the size they were to send would be the right size or not, and the person copied and pasted the original message. No answers were given. I even provided pictures and a simple explanation in case they misunderstood, but still received no answer on Facebook or chat.

I then went on to call customer service via the phone. This included me having to pay for credits to call a UK phone number, but at this point, I had tried every single option. I call and am quite quickly put in touch with a very helpful lady on the other end. She tells me they can't know for sure what size I've been sent as a replacement until it arrives, and she's very apologetic and generally a nice lady (only positive reply so far). So I am told to wait until it arrives, and so I do.

The parcel arrives, and they've sent me the same WRONG size once again. I contact customer service via chat as the phone is not open yet, and am told to keep waiting. The person doesn't even answer any of my questions, and basically tells me to wait for an email, but what I'm waiting for and for how long I have no idea. He then proceeds to just end the chat abruptly.

Situation: Sitting in a hotel out of town when I see package has been delivered to my building and I signed for it. Arrive at home days later to see note saying package is in the bin outside of my building, but don't find package.

Rising Action: Explain to Asos customer service that I was out of town, my signature was forged, neighbours didn't sign for package, received DPD note saying that package was in the bin outside, and I could't find the package. Asos customer service say they will thoroughly investigate in 48 hours. I patiently wait for someone to contact me asking for evidence that I was away, and my signature was forged by driver, and my package was left in a bin.

Climax: Asos get back to me about 2 weeks later saying that the drivers GPS shows that the package was delivered and I signed for it. Shocked and outraged, I explain that no one contacted me to ask for the hotel invoice or images of my actual signature that show that I was out of town and my signature was forged. Even stranger, why did the driver leave a note saying that my package was in the bin if I signed for it?

Falling action: Skynet takes over asos customer service, they disregard the actual evidence, and respond to all my questions by saying "We are unable to process this further, the investigation was thorough, the case is closed"

Catastrophe: DPD says asos is responsible and I should raise a claim with them. Bank says they can't refund me because I paid by debit card. Asos "skynet" says their investigation was "thorough" and the case is closed. My bank account is a few hundred pounds lighter.

Conclusion: At asos, the customer comes last, skynet has taken over asos's customer service, once a case is closed it has completely vanished from all existence, and Never shop with ASOS!

P.S. Chat transcripts available.