ASOS lost my parcel worth over £150, Hermes confirmed the parcel was lost, ASOS refused to act on the missing parcel until 10 days later! And I'm still waiting!
The customer service team are rude and to be honest do not care in the slightest. The use templates for their email replies and do not even bother to look trough your previous emails before replying. They also assure you they have escalated your complaint and will send you another parcel for another member of staff to then tell you, after you contact them again(!), this has never been done and their not allowed to do it. So basically tell you lies!

Sarcastic staff, lies told about when your package will arrive. If your package is lost of delayed they will open a query with the carrier but still leave you waiting weeks for a refund and only give generic responses. Do not honor delivery dates etc. Over priced for the quality of items and sizes are often incorrct. You pay to return items! Avoid!

Didn't receive refund for return goods during two years, due to the fact that I bought in rubles and because of the war between Ukraine and Russia, they no longer work with Russian currency. So I left without item and without money.

Don't trust the two day shipping...

Also, if there is a discount on your order, and you return just one item from the order, instead of a pro rated refund amount, they take the entire order's discount off that one item, which means they get merchandise back in stock but you only get pennies back as a refund.

You can never speak to a real person about customer service issues.

If you like what you got- great. If you have an issue, tough luck!

Cool styles, but not worth the price or hassle.

Horrible/no actual customer service. Paid for expedited shipping (2 days), but didn't receive item for a week. Was scolded by their online customer service and then accused of lying and told I was dumb. Will not shop here again. They treat you like you're less than human and offer no assistance. Greedy and money hungry. They don't care about the customer, they care about making a buck. No business from me any longer. They don't tell you that you must have a printer to return items.

It's a bad company. They sell the clothing at low-mid price. The quality is as good as walmart. If you live in Canada Qc you will be charged for each package you received even if they said free shipping. I got a 31$ fee from DHL for one shirt worth 36$ and another 14$+tx from Canada Post for something worth 64$. Basically cost me 150$ instead of 100$. Totally not worth it. Plus the company customers service is $#*!.

Their customer service team is extremely frustrating. There was no description of a cropped men's polo. I bought it for my 6' model and the model wearing it is 6'2". The polo is cropped out of proportion it looks like a joke. Description is misleading and images are false advertising. They refuse to assist me with returning and insist I pay $25 on return when the product is $40. Makes no sense. Incredibly frustrating.

Ordered a Hugo Boss shirt and was sent a jacket from their own ASOS label. Colour was the same but it was my impression, from a lack of a receipt sent with the package, they were aware this was not what I ordered and were hoping I'd be satisfied with the substituted item sent. I'm not. I then spent 15 minutes on their customer service chat and was told I'm responsible for the cost of returning the garment but they'd refund that cost once the refund was processed. I'm going to assume the refunding of the 27 dollars it's costing me to return their error is going to become an issue as well. When I enquired if the item I had ordered was still available it of course was not. To the gentlemen who handled my enquiry for returns, thanks, you were extremely polite and professional and I'm sorry you work for this company.

I was a regular user of ASOS but will never be using them again after they failed to deliver my order and won't redeliver the items or give me a refund.
It has taken them 5 weeks to tell me this, and their reasoning is because the delivery guy gave my parcel to a random person who signed for it, so they class it as a successful delivery'. Their customer service is truly shocking, robotic AI messages. Shop elsewhere!

Disgraceful service sent back bridesmaid dresses almost a month ago now still haven't got a refund no email address no phone number and No live chat! Will never use this company again very disappointed..

"Click & Collect" is NOT free, even though their website says so. I had packages delivered to the UPS store and was charged $5.00 per package as a collection/holding fee. Initially ASOS said they would manually refund for these charges, and then when I sent them the receipts they said they were actually not responsible for this. Rep was very dismissive. This is completely ridiculous considering they advertise this as a free option on their shipping page. Will not continue shopping with a company that can't even get this right.

This company takes no ownership for things that go wrong. Do not make it easy to speak to anyone that can actually help the customer. Tell you shipment is free yet there's a pick up charge. Leaving you no option but to pay. God forbid you have to return your items.

Asos cancelled my order and blocked my account after making ONE purchase due to suspicious activity. I know they recently made changes regarding returns but this was the first time I ordered. Now they will not give me any explanation as to why saying it will be looked into. Meanwhile I can't even order from their site. Probably for the best. I will be taking my business elsewhere.

I used to love ASOS - it was my go to online store. Now it's just a waste of time. You never actually know if you're going to receive your items or not. You're just told to basically "wait and see". There's no tracking links or information as to whether your order has even been sent half the time. And you can't even speak to a human being anymore. Never again will I order from them. It's just no use especially if you need something for an event. Looks like I'll be left without an outfit. Again.

After waiting for 2 month for my order with their slow replies and unsure replies they said they will send a new parcel telling me it will cost more due to customs then i was following up 10 days later they replied after boxing week saying they ran out of the staff i bought and they refunded me and money will be there in 5-10 days without my consent or anything This is very disappointing and disrespectful of them and they didn't care about their customer satisfaction nor there was any compensation for the time wasted