Very, 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 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, 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, 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, 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, 2024Bought 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, 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 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, 2024Low quality products plus I paid $70 customs fee on $180 shopped items. I've been ordering many other online sites that's located overseas and NEVER had to pay such fees. They're always advertising with sales price with nice design clothing but do not trust. You're going to end of paying high (what they're calling) "customs fee" and receiving horrible quality items (with stitches out). This site is totally scam. People who left good reviews are probably some are also a scam/part of team. Date of experience: February 28, 2020I purchase from another website, and the items come to my door and I don't have to pay for duties. Ever… With Asos, whatever company they are using, you end up emptying your wallet, to pay extraordinary amounts of duty. I refused an item as the duties were $50. When I complain to them they try to make an excuse and say that it was not their fault. It IS their fault because other companies in the UK I can purchase items from and bam. Right to my door. Most of their stuff is okay but a couple items were really cheap. Either way it's definitely not worth paying the extra money in duties. Tip for consumers:Expect to be gouged with duties. Items will not come to your door Products used:Jacket, skirt, dress Service Value Shipping Returns Quality Date of experience: September 25, 2022From the time I confirmed and paid for my item, to the time I did not receive it a month after their estimated date of arrival, my tracking was untraceable. Their courier partner in my country told me the tracking number does not exist. Agents I chat to online all have the same approach, I'm so sorry, I understand your frustration, yet none of them kept to their word! They are taught to be empathetic, its actually annoying. Once the date passed where I was to receive my order, yet nothing arrived, they asked me to rate my item, I explained what had happened and my review was rejected. Four months later after speaking from agent to agent I finally got my refund. Will definitely not purchase from this site again. Tip for consumers:Refund will be calculated as per the current rate of exchange so not what you paid! Products used:Nothing arrived Service Value Shipping Returns Quality Date of experience: June 13, 2022Very stylish, and comfortable for all-day use. These are running shoes, but I will be wearing them for regular occasions and maybe training. They look great and fit perfectly, with no complaint of any kind. Fast delivery, good new collections, good and fast website, fast support. Best online shop! Service Shipping Quality Date of experience: May 6, 2022I never had an issue with ASOS until recently. The live chat never works, and it is literally impossible to reach anyone for customer service. Their "contact now" button is down, there is no e-mail provided as an alternative, and no number given. I received a dress with broken sequins and a zipper that won't zip up, and I don't know how to contact them to get help. Tip for consumers:Their basic products such as pants and hoodies are great, but this particular detailed dress is very fragile and flimsy. It seems as though the whole thing came shattered when arrived. Products used:Sequined Dress.