Ive been shopping at ASOS for over a decade with no real issues. I had one item that came damaged and returned it with no problems, but recently I think I've probably experienced one of the WORST online shopping experiences with ASOS. I ordered a pair of sunglasses from the website and when the package finally arrived, there was a sunglass case but no sunglasses inside of them. I immediately contacted customer service and let them know what the issue was and they apologized. They told me the sunglasses were unfortunately out of stock and that they would just have to issue me a refund. Still wanting the sunglasses, I immediately found the exact same pair on another website and purchased them. The next day, I get an email saying that my ASOS account was being blocked for fraud and that any attempt to reach out to customer service further would result in no response. So now I'm having to jump through all these hoops with my bank to get this resolved and what's frustrating is: 1. Why would I spend so much time and energy to get this resolved if I was trying to commit fraud and 2. Why would I immediately purchase the exact same sunglasses right after being told by ASOS customer service that they no longer had the item in stock. I walked ASOS through all of this and showed them proof of my new order and highlighted the date and time on the order so that they could compare it to the timeframe of when I spoke with their customer service, and all I get is a copy and pasted response saying that my account is blocked. It doesn't take more than a Google search or reading comments on here to see that ASOS has a lot of issues to work out. I get that they do in fact deal with all kinds of fraud, but they must have some kind of quality control or quality assurance process that allows them to review how they were able to drop the ball on this order.

IT HAS BEEN 6 MONTHS THAT I RETURNED THINGS AND THEY HAVE NOT REFUNDED ME A SINGLE ORDER.

Due to an error in the return of an order in which I had only been refunded two pieces instead of 5, I have realized that I have not been refunded any of the returns I have made in the last 6 months. I have contacted several customer service people and they keep confirming the refund saying to check with the bank (I have already done so and there is not ONE transfer on their part). When I ask for bank reference numbers or details of the transaction, they either don't answer me or they answer me with something that has nothing to do with it. THIEVES.

Placed an order but the address provided at checkout was invalid (due to their website glitching). I contacted customer care (FYI they have no working phones and their customer service rep was extremely unhelpful) within hours of placing the order. They said there was nothing they could do for me. Daniellenicole from customer service suggested I go collect the package from the invalid address (how unsafe and daft). Cut the long story short, she said there was nothing they could do for me. Even though I have received a shipment confirmation email. Now I'm forced to have to file a chargeback with my bank because I decided to give ASOS my hard earned money. I would recommend this shop to anyone, not even my enemy.

I returned some items and haven't heard back. No refund! And there is no way to contact them just a bunch of questions to an. Contact live doesnt even wirk. I want my monback.

Don't buy from them! Took them more then an hour to answer one question they could have been answer within 5 mins!
Waste of time and useless! The person first chat with me then left the chat and when I reconnected made me wait for another 40 mins! No joking! 40 mins to send me term and condition! So ridiculous!

If I could them a 0/5 stars I would. They tried to make me pay 90$ Duty fees at the post office for stuff I already paid 200$+ on so I told them to send it back. Nowhere in the process of ordering does it tell you this and in fact it told me "free" shipping. Horrible customer service, I couldn't even call anyone as they don't have a number only live chat. They did nothing for me except tell me I've got to pay it or send it back.

I arrived home from work 20 days ago to find a Hermes driver had dumped my parcel behind my recycling bin in the morning. When I arrived home around 7pm, NO PARCEL. Can't explain how distressed I was. I checked with my neighbours but nobody had seen anything. I contacted Hermes and they showed me the picture behind my bin and I explained that there is nothing there now. They got back to me 48 hours later and apologised for the slack service. They then told me to contact ASOS. This was a complete nightmare. I would get through on a live chat and it would cut out. Constant problems with communication. Everything is great until you have a problem. I have now come out of work to an email from ASOS basically calling me a criminal closing my account and refusing to give me a refund. All I am guilty of is not being home when the courier tried to deliver my parcel. BUYERS BEWARE! I now have to contact the Citizens Advice Centre. This is the most stressful order I have ever placed in my life.

Ordered a dress for a wedding off ASOS. Specifically ordered the dress and shoes from them because they offered free 2 day shipping if you spent a certain amount, and I needed it by the end of the week. In the checkout it even gave me my estimated arrival day on a Tuesday.

Tuesday rolls around and I receive an email that it has "shipped" and wouldn't arrive for another week, after the event.

I contacted customer service who essentially asked me if I had any "proof" of the promotion. I said no, I didn't screenshot it because I didn't anticipate it, and that's not my responsibility. They essentially said since I didn't have any proof, that I could return it when it arrived if I didn't want it. Worst customer service ever. What kind of company asks for "proof" of promotions they offer?

If you ask me that's a scam to entice customers.

I had to return a pair of sneakers that I'd purchased because they were the wrong size. First I had to pay for the return shipping, then I did not receive a confirmation email when the sneakers had arrived back at ASOS. I tried to contact them three times through their online chat to confirm the arrival of the shoes and my refund, but did not receive any help. After a month of trying to pin them down, I initiated a PayPal case against them. I finally got my refund, but only because PayPal intervened. I will not be ordering from them again.

I ordered for same day evening delivery 6-10pm, after waiting until 11pm nothing. Then I contacted asos they didnt know what was going on and told me to wait. The next day I get a call from on the dot delivery guy that apparently the van broke down. Bulls.! He tells me I'll deliver today 6-10pm again nothing! I get an email from asos saying 1st delivery attempt failed, when I was at home waiting for the delivery, otherwise why pay 8£ to have it delivered? I contacted asos 3x and spent around 30-40mins each time on the online chat but I wasnt offered a solution! Now I am being told my parcel will arrive today, mind you it is day number 3. How do I know it will arrive this time, when no one knows what is going on? And I'm not even offered a refund! Disgusting!

I have ordered from here for years without issue. They forgot TWO items from my most recent order. I had a promo code they offered at the time of order so I purchased these with a discount. Upon receiving my package without two of the items (one of them being the most expensive thing) I was told that they would be replaced. The next day I received an email saying my refund was on the way due to items being out of stock. I got on their website and this was NOT THE CASE. BOTH items were in stock and available. Received little to no help from customer care that just kept saying your refund is on the way which is NOT what I wanted. Was told that if I repurchased I may receive the difference but was given NO solid platform for this and based on my experience would rather not even bother repurchasing and dealing with that. Both items were brand name not ASOS and at this point I would rather pay more to buy direct or at least from some other party and not deal with the ineptness that is ASOS. You have lost a loyal customer.

Due to COVID-19 I had no choice but to buy my wedding dress online.
Refund policy 21 days I returned 4 wedding dresses the next day or 2 to 3 days later. Plenty of time for a full refund. You must follow their return process. The dresses arrived months later due to the service they use Rebound. Tracking my packages it became clear it is impossible to get this refund as your package travels the country before getting to the destination. Out thousand dollars they stole. FAULSE ADVERTISING!
No international customer service number, no email, they they have live chat click on it nothing. Zero way to get any customer service.
STAY AWAY from ASOS
I buy tons online ASOS is the first company I have had any issues with. No one buy 6 wedding dresses with the intention of keeping them all
I kept two
Four returned
ASOS is NOT a reputable company
They scammers
They are thief's
I would give them ZERO
If possible
STAY FAR AWAY FROM ASOS

Always had a trouble with customers service and delivery. No hope that stuff that you ordered will be delivered soon. And when you try to write them about your problems they just answer NOTHING. I've never seen something terrible like this service

Very poor business, Ok to take your money for a purchase, but forget getting any help for a refund. IMPOSSIBLE. No Phone numbers, no emails, only very poor chat line, gets you nowhere. No complaint line. No services for issues.

ZERO customer service. Impossible to get help for refunds AWEFUL business, horrible to deal with. Looking at other reviews now, same problems.

SHOP ELSEWHERE!

If you want to donate money to this company, just shop with them! You will not hear back from them (they purposely make it impossible to reach customer service by redirecting you to FAQ until you hit a brick wall and can't move forward to customer service) if you want to make a return which is going to be 70% of the time no matter how careful you are. I ordered 10 items, returned 7 (quality on the website does not match the actual apparel and sizing is not consistent) and NEVER heard back from them.
Why do you think you can't reach customer support?
Why do you think they don't have reviews in their clothes directly from their website?
Why do you think they don't have a direct contact through email or phone number?
Because it's part of their plan to take peoples money immorally and peona legally because they can hide behind it, if this company isn't a scamming company it's pretty close to one! Be very careful and give your money to other companies that will not try trick you. I rarely, rarely, and when I say rarely. I mean RARELY write reviews so this review should really be taken into consideration. Negative 5 stars if I could, they kept my money what the heck! Ig im lucky, in poor conditions held with asos, I even got my items as a lot of people never did.

DON'T USE... Paid $60 for express from the UK to Aus shipped 22nd Oct and it's the 12th Nov NO shipping updates in 12 days, NO parcel, NO correspondence about delay, when I contacted them (twice) NO assistance or accountability... How on earth do such an incompetent company say in business! Yet ASOS stay using them just because they are cheap for them to use, ridiculous.

WHAT IS GOING ON! You have lied to me again and again, you have made me promises and then let me down time and time again! You tell me to return a dress and promise everything will be ok, I chase you and you say my dress has been accepted and that you will refund me in 10 days and then the same day I get an email saying my return is rejected and that it will be sent back in 7 working days – 12 working days later and no dress… I then find out you have lost my dress but you wont refund me or send another one out you just refer me here there and everywhere and now 2 weeks after staring a complaint I have no dress and no refund! You lie again and say we will refund you and give you compensation and still nothing, no response…. WHAT IS GOING ON – WHAT DO I HAVE TO DO TO GET THIS SORTED! My sister is getting married THIS MONTH! I am Maid of Honour and have no dress and no Money! Your customer service team has been appalling and I have had to chase you so many times it is driving me crazy! I want this sorted today!

We ordered shoes for a Halloween costume, paid expedited shipping and they sent the wrong size! I was able to chat with a "customer service" person named Mendijoy but they refused to fix the problem even though it was their fault. They said I had to send the shoes back and do a regular refund. They also couldn't guarantee I would get the correct sized pair in time. Total BS! Please do yourself a favor and do not bother with ASOS pay a little extra and buy something worth your time!

There were so many issues with my order. I paid for express shipping to get several options for a wedding IN ADVANCE... the package came AFTER the wedding. The clothes smelled absolutely horrible and I am not exaggerating. I returned the box to the local CVS for a return on 9/23/21 and I have not received my refund almost a full month later for almost $300 worth of goods. And now I am attempting to contact them for a second time and their chat in unavailable, no email address or phone number listed. I am so terribly disappointed with this process with ASOS.