I have never had a worse experience with online shopping. I placed an order on November 28, expecting prompt shipping. I contacted customer service multiple times, only to be told to wait because the parcel was allegedly on its way. However, the delivery service Inpost never received the package. Finally, today, December 9, I was informed that the order won't arrive, and I was offered a refund. No apology was provided, and now the prices for all the items I ordered during the Black Friday sale have increased. Thank you for this "amazing" experience. I will not recommend ASOS to anyone and will avoid shopping here myself in the future. Date of experience: December 9, 2024Very, very poor customer service. I ordered a jumper for my son-in-law as a Christmas present (Order number *******), but it is too big. I spent an hour today (1st January) trying to find a customer service telephone number, only to fail. Eventually I got a response from the annoying chatbot on the ASOS website. Chatbot said NO. I insisted I be put through to a manager. After another 30 minutes was eventually transferred. The manager eventually decided that I definitely could NOT have a refund or an exchange. Suffice it to say, I am NEVER buying from this company again. Customer service is NON EXISTENT! AVOID ASOS! Products used:jumper Service Value Shipping Returns Quality Date of experience: January 1, 2025I ordered a Blue color winter jacket on sale. ASOS shipped a wrong color jacket. Contacted customer service and they advised me to return the item to get refund and order the original Blue color jacket again with the current higher price. They refused to send the replacement item. Order No.: *******. Tip for consumers:I ordered a Blue color winter jacket on sale. ASOS shipped a wrong color jacket. Contacted customer service and they advised me to return the item to get refund and order the original Blue color jacket again with the current higher price. They refused to send the replacement item. Order No.: 956502589 Products used:Jacket - Refused the honor the ordered item Service Shipping Returns Date of experience: December 5, 2024I placed a $377 order with ASOS on November 27th. It then gave me an estimated delivery date of December 30th. Every previous order I have placed with ASOS has arrived within a week via DHL. I contacted support immediately, who assured me that the order would arrive by courier in the normal timeframe. By December 20th, it was clear the order would not arrive in time for Christmas, so I contacted support to cancel the order. They informed me it would be cancelled and refunded. Today, January 6th, the order arrived at my local post office. I took it home and contacted support once more to find out why the order had not been cancelled and refunded, as I was assured it would be. After ten minutes, it became clear they would do nothing at all to resolve the issue, despite the multiple false assurances by their support. The agent confirmed that in addition to paying the import duties to receive the package, I would need to pay the postage to return it plus a return fee. Three payments to fix their repeated errors. Absurd. Last time I will ever order from this company. They do not care about their customers one bit. Service Shipping Returns Date of experience: January 6, 2025Bought a pair of Dr Marten shoes which are supposed to be one of the best for leather and longevity. When the shoes arrived they were farrrrr from new! They were battered! They had clearly been worn for several weeks and returned or worn by an ASOS member of staff that decided to exchange their battered pair for my new pair upon dispatch! I have attached photos as the shoes' battered state on delivery have to be seen to be believed! AVOID this company, they no longer care about their customers. Products used:None Date of experience: November 5, 2024O not shop here. First time customer, I ordered a pair of shoes for my daughter for Christmas. Ordered them November 14th, she received them yesterday for Christmas. They are not the right size - we put them next to her other Addidas size 9 and these shoes are clearly significantly larger (we think they sent a man's size 9 or they changed their sizing, but they are not a w9 despite them adamantly confirming they are - they are not, we are holding the physical proof). They will not return or exchange them despite an hour on chat, showing them a photo of the clear size difference between the two shoes, etc. We are 3 days past their ridiculously short return window which I honestly did not see when I ordered, or I wouldn't have ordered from them. Most places allow a longer return window, especially at the holidays. The customer service was unsympathetic and not helpful at all. Horrific return policy and customer service. These shoes were $110. Not the way to treat customers you value. Buy from the manufacturer direct, skip this awful distributor. We are also writing a letter to the manufacturer - as someone who works for a manufacturing company, I'd never want this company for a distributor if this is how they treat their customers. Tip for consumers:I hope people read this and do not shop here. Their return policy is not adequate, and the customer service is horrible. There are much better options than this place. Products used:We can't use what we bought because it is not the right size. Service Value Shipping Returns Quality Date of experience: December 26, 2024HORRIBLE SCAM COMPANY! I RETURNED A DRESS WELL WITHIN THE RETURN WINDOW. THEY WERE SUPPOSED TO REFUND ME BUT INSTEAD THEY POSTED A STORE VOUCHER WHICH THEY CANCELLED AND STOLE MY MONEY! THEY HAVE NO PHONE NUMBER OR EMAIL AND ONLY A CHAT FEATURE. AFTER MONTHS OF TRYING TO GET HELP THROUGH THEIR JOKE OF A "CUSTOMER SERVICE" THEY NEVER FIXED IT. THEY STOLE $120! BEWARE AFTER THIS SITUATION I FOUND MANY OTHER REVIEWS ON SOCIAL MEDIA SAYING THE SAME! THIS COMPANY IS A TOTAL SCAM IF YOU NEED A REFUND. THEY WILL JUST KEEP THE ITEM AND YOUR MONEY AND RUN YOU IN CIRCLES UNTIL YOU GIVE UP. Service Value Shipping Returns Quality Date of experience: November 18, 2024Disgraceful customer service. I placed an order on the 29th where it stated delivery would be 1st of December. I didn't receive any emails or confirmation until today (2nd December) where it stated I wouldn't receive my order until the 9th! I PAY FOR PREMIER. Because it took so long for them to inform me of this I'm unable to cancel my order. Wasted over an hour on the live chat for them to just keep telling me they couldn't cancel the order. I know full well they are able to cancel orders they just don't want to because it affects their figures. It's disgusting, I've been a customer for YEARS and I am suffering because of their lack of communication and inability to help. I went from speaking to an agent to having a 'manager' doing absolutely nothing to help me further. Waste of time, money and stress. Also, just to top it off, he decided to forward me my email confirmation I never received stating delivery was due on the 9th. Great! Thanks! Further proving that if I received it in the first place I could've cancelled the order immediately. Date of experience: December 2, 2024I ordered Nikes, they sent me Crocs. I sent the Crocs back and instead of refunding me, they closed my account for "fraud". I have all the tracking from UPS stating that they got my return. They just don't want to refund me. I'm filing a claim through Paypal and if they don't refund me, my Discover card will. Never do business with this deceitful company! Tip for consumers:They are liars and thieves! Products used:None Service Value Shipping Returns Quality Date of experience: October 24, 2024I live in NL and the website mention they have a 28 day retour policy. Apparently this is not true because you have to create a return label within 14 days. This is not mentioned everywhere and 14 days is very short. T seems like this is intended to take advantage of customers. If you let customer service know you have missed this extra information they are very unwilling to help. Service Value Shipping Returns Quality Date of experience: September 15, 2024J'ai vécu une expérience déplorable avec ASOS, le pire site auquel j'ai eu affaire. J'ai reçu des informations trompeuses qui m'ont fait croire que ma commande était perdue, alors j'ai demandé un remboursement. Une heure plus tard, en réalisant mon erreur, je les ai contactés en toute honnêteté pour annuler la procédure. On m'a répondu qu'il était impossible d'annuler et que je devais renvoyer la commande. C'est inacceptable! Pour moi, ce sera la dernière fois avec ASOS, et je ne recommande absolument pas ce site. Service Value Shipping Returns Quality Date of experience: November 9, 2024Suspended my account for requesting a refund on items they didn't deliver - been shopping for 10 years with them and they have refused to refund due to "suspicious" activity Service Value Shipping Returns Quality Date of experience: September 5, 2024I placed an order and never received it. After two weeks it was cancelled without any explanation and refund given. There's no email address available and I had to spend a lot of time talking to a robot and then to a customer service representative who didn't help me at all. She only explained and apologised. The only assurance I needed was that if I placed a new order I would receive it by the end of the week. I asked for an email address as I wanted to make a complaint and was not given one. Instead, I was advised that someone would contact me in 24 to 48 hours but that never happened. Products used:Never received my order Service Shipping Date of experience: July 4, 2024Terrible customer service. Overseas chat/call centres with no complaints team. What company has no complaints team? ASOS has really gone down hill and I will never go through the hassle of shopping with a company with no adequate customer service. I was told incorrect information after being on chat with them for two hours and then the manager "Rafael" cut off the chat when I informed him that the information was incorrect. There is no recourse for customers. Tip for consumers:I didn’t know that ASOS now has no complaints team just overseas call/chat centres that are not helpful nor do they understand of the situation. Very robotic. The service is fine until there is a problem then there’s no recourse. Products used:Jackets Service Value Shipping Returns Quality Date of experience: June 5, 2024Bought a sweater and a cardigan, frankly the price was very cheap and the pictures looked good. The actual items received were good, but they don't last. The sweater lost its shape after one wash, and the cardigan seems to be polyester, which easily gets static electricity. Service Value Shipping Quality Date of experience: June 12, 2024Package was lost in the DHL local department, which DHL confirmed, however ASOS claiming that wasn't the case as they were told by DHL otherwise. Essentially Asos has blocked my account and ignored the emails. ~400$ lost. Continuing on the legal pastern and suggesting others to avoid this company. It's first time experience in my life, not sure how they still exist. Service Value Shipping Returns Quality Date of experience: June 13, 2024I'm not really sure how some of these reviews that I'm reading are able to get a hold of a customer service person. I was told there was no phone number. Chat but that said getting a person but the answers to everything were so scripted I do not believe there was an actual person. I will never do business with this company again only companies that have phone numbers so you can talk to an actual person. Unfortunately it cost me $300 to find this out. ASOS hates their customers. Products used:I have been buying clothes and shoes from this company for six years. I have three daughters. Because of the horrible customer service I will never purchase another thing from this company. Service Value Shipping Returns Quality Date of experience: May 6, 2024I order a pair of Nike air max Bella shoes. I got some high chunky heel black and white converse. Customer service is literally not helpful at all. Says they can't locate my real item. I am so confused on how these people shipping orders are so dumb. Like how do you mess up THAT BAD. Now I have to go out of my way to package it up print the label and drop off to UPS. Meanwhile still not have any idea what's going on with what I ordered. I guess I won't even be getting the correct item. She offered nothing for all this hassle. Tip for consumers:Do not order from here. Products used:None Service Value Shipping Returns Quality Date of experience: March 8, 2024I bought tow items that were scheduled to arrive on Wednesday Jan 17th, I then received an email today saying my package was being held due to insufficient postage funds. Is this a scam or just a normal way for this company of conducting business by trying to extort money out of customers. Shipping Date of experience: January 16, 2024They shipped me the wrong size shoe after I paid extra for shipping. They ask for 21 days to process a refund. I haven't received it yet, we'll see what happens. I would never ever order from ASOS again. Date of experience: January 15, 2024ASOS has by far the worst customer service ever. Had refund issues. First time chatting with them, they promised a full refund in 10 days. Never received it. Tried to chat with them again, one manager called "MA" was very rude. Didn't say a word but keeps end my chat. Now my account has been blocked. I can't even chat to them anymore. Why is this business still running? Why do you even have CS when you offers no help? Tip for consumers:Buy from a different website Products used:shorts Service Value Shipping Returns Quality Date of experience: May 26, 2023I buy regularly from Asos. I live in Singapore. My orders reach me exactly in the time frame that Asos gives me. They also have a free returns policy which I appreciate so much. Unlike websites like Mango.com which often cancels orders after 10 days due to stock non availability, Asos hasn't done that once.in all my 58 orders for my past 4 years. The prices are good on Asos and there are regular discounts. The only downside is I don't know the origin of the products before I order...coz sometimes the quality of the products are a bit substandard and it would reduce the inconvenience of a return. Tip for consumers:The origin of the products. Products used:Cosmetics apparel shoes Service Value Shipping Returns Quality Date of experience: January 1, 2024