DISGUSTING
DISGUSTING, SHAMEFUL, FRUSTRATING and the mist SCAMMFUL company in the history of shops!
Sent me a FAULTY item - mind you I paid an insane duty to pick it up from the local post office then again I had to pay for postage to send back. DID not issue a refund for 2 months despite receiving the item back! HOW THE HECK is this company not facing lawsuits yet!

PLEASE PLEASE PLEASE read the reviews and don't undermine the negative reviews! Please DO NOT ORDER from them!

I do not understand how Asos have so poorly managed Topshop orders during their acquisition process. I was one of the unlucky people who tried to return part of a Topshop order days before they were acquired by Asos when overnight everything Topshop-related disappeared off of the web. I have been waiting for my £56 return for 2 months and have tried every avenue to try and get this issue resolved. Topshop have disconnected their phone lines & redirect all communication regarding orders to Asos - who funnily enough claim I need to contact Topshop. The only way to contact Asos is via online chat and instead of helping they repeatedly claim they know nothing about this. If a company has enough money to acquire another, surely they have enough to have a implement a better process than this? During these difficult times I think it is disgraceful either company have refused to provide help on the money I am owed.

Purchased with ASOS in 2017 and had a far better experience so I am in shock with how downhill the service /customer service has become. I never received my order as it was "delivered" to the wrong address. ASOS advised that they delivered to the address in their system HOWEVER, I did not provide said address. It was not a prior address nor an address I am familiar with. A completely random address! Their suggestion is that I go knock on a strangers door and request my package returned. In reading the reviews and the complaints on the BBB, this same situation has happened to many others. Not sure what type of scam this is but changing addresses and claiming the package was delivered to said address with no signature required and no picture to confirm delivery seems they are taking money for purchases they never actually send. I will never, ever, ever order from ASOS again.

Let me start off by saying that I love shopping through ASOS. They have an excellent selection of clothes featuring a variety of brands, and I love looking through the newly added section. However, I can no longer tolerate the unnecessary charges to Canadians. On the regular, you are required to collect your parcel from Canada Post - you will be forced to pay taxes. If you have ordered a large amount, this number can quickly add up. While this is not the end of the world, and ASOS offers a 15% discount for Canadians, this is something that it not advertised. The real issue is that items will be randomly shipped through DHL, where you will be forced to pay big bucks. I recently made a purchase of $168, and one pair of jeans (by the brand Collusion-which I have ordered from before and was not shipped through DHL), was shipped through DHL for no reason, and they now want me to pay $31 on a $50 pair of jeans. For a last minute add to my order, this is very infuriating. I contacted ASOS and they simply stated that "this fee will be charged regardless of the price of your parcel and we cant control these charges as its mandated by your country..., its a good idea to contact your local customs office for current charges before you order, so you're not surprised by charges you weren't expecting." While I understand that packages may be shipped from another country and have charges, they are essentially blaming me for "not checking the customs office before ordering" which is impossible because they offer one shipping option - standard shipping, and they do not tell you which company they will be using. It is only after you have placed your order do you receive the lovely DHL charges, so there is no way you could prevent it. I also spoke to them about how we are now getting screwed over when we try to returns items. You used to be able to print your return slip and ship your items back through a courier of your choice- you would pay of course. However now they are forcing us to initiate returns through a program called Rebound - it forces you to pay $22 just to make the returns notice and prepaid label. This is per order and you cannot make a return slip without paying it. I asked them how this is fair, say if you had three packages with only one item to return from each package, you will be forced to pay $66 to return say, 2 pieces of jewelry and a swimsuit top. They had no answer and immediately reminded me of the15% discount they offer - because that surely covers all of these charges? I have ordered from plenty of US companies and UK companies and never gotten this many charges - at least the UK companies are upfront about the taxes and duties, usually adding it to your total before you pay. Many people are understandably shocked and angry because they are shopping on the ASOS Canadian website and ASOS is not upfront about these charges. This will be my last purchase unless they develop a better system for us.

I should have read previous reviews. I received a wrong size and reported this info to their 'customer support'... Was told that i can return the item, pay return shipping which will not be refunded... Even though the item is wrong and not what i ordered. There are many reviews on the ASOS product pages when people received wrong size - please be aware

We paid for a next day delivery
We paid for a next day delivery. In fact, we paid more for the delivery than for the item! We obviously wanted it the next day!
The item didn't arrive! But we received a message from DPD asking if we were happy with the delivery! To which we answered "no"! Annoyingly, as soon as we answered "no", the picture that was on the message showing a door which was not ours, disappeared miraculously!

Asos instead of refunded the money to us, is asking us to wait until DPD comes back to them.

I am extremely disappointed with Asos because I did not buy the item from DPD! I bought it from Asos, so Asos should refund ME the money and deal with DPD accordingly! But Never ask a customer to wait when they have a picture of the item being delivered at a wrong address!
The last straw was when Asos told me that DPD acknowledged they did deliver at a wrong address and asked Asos to tell me to go and get it from this other address! ( DPD requested this even though they already knew no one lives at that address! And they know that because we already informed them that we went to the address and no one lives in that house!)

Last but not least, how come DPD is asking people to go to other peoples houses to collect items when we are supposed to minimise human contact under current rules!?

Placed my order on 7th February. They shipped on 8th Feb "allegedly". I was supposed to get my package on 26th Feb. Today is a march 5th and still no update about my order... Very unresponsive customer care.

I bought all sorts of items and qualified for next-day delivery. I waited for it the following day and never received it. Checked my email and never received a tracking number for it either. Spoke to a customer service representative and did as best they could to help me with the problem on their end. Here I am three days later barely got a tracking number. Apparently won't be receiving my package til the ninth which will be a week later. I guess next-day air means week later delivery go figure ‍.

I'm very disappointed with the unexpected customs charge which was almost half the cost of the order. The clothes themselves were poor quality and the sizes were off. Returning them would cost me even more money. Customer service was so unkind and cold.

This company is running what seems to be a shipping scam in which they promise free shipping, but unload delivery fees to the end user only at the post office. But their refund can only be initiated once the item is received (which also requires a hefty postage fee). So you have no choice. Even if you wait for the Post Office to just return the item to sender, you run out of time to meet the exchange window. Customer service representative handling the issue gave us no solutions except to go on and on about how there was an issue with this and that. So we decided to eat the cost of the fees, but we will never be shopping here ever again. This is not what a global retailer should be. Highly discourage others from shopping here.

WORST COMPANY and WORST EXPERIENCE EVER!
This is my first time writing a review - experience was so bad that I had to write one.
I will just say that I have experienced better service on ebay and that's saying something.
NEVER AGAIN! KEEP AWAY!
I ordered a 5 pack of an item, they sent me a 3 pack. I requested they send me another two as they set me only 3 and I ordered 5. I provided images not only of the three items but of the packaging including the tracking number and barcodes on the shipping label and it clearly says "3 pack" on it.

They refused, they said first I need to send the first three back so they can 'verify' it which will take 7 business days and then perhaps give me a refund, and perhaps not. I don't have time for this nonsense, I work all day every day and need to hold my job.

They had all the details and photos and they could easily check all the details, check the barcodes, check their warehousing and inventory management systems and check what they sent me, but they refused to and instead sent me a bunch of hoops to cross through, in the hope that it would be too much and I would just forget about it.

Well I havent and I will never shop with them again! Even eBay once you send photos, they check what they have sent you and if you are correct they will send you the missing pieces without hesitation - I know because it just happened to me on ebay.

I ordered a jacket from ASOS late November/early December hoping to receive it and give it to my wife as a Christmas gift. There was some confusion with the delivery between ASOS and DHL. I live in Japan, but my package was on it's way to Hawaii. I emailed ASOS Customer Care and a lady named Kim was the biggest help. She got the issue corrected immediately and I was still able to receive my package in a decent amount of time. I wish I had gotten her last name. Thank you Kim for your prompt response and for all of your help during the holiday season when things are crazy I'm sure. You are much appreciated! We loved the jacket!

ASOS has really cool clothes, shoes etc. but TERRIBLE customer service. They have no live people to help you with your order if something goes wrong. I chatted with a person (or a bot maybe?) within an hour after realizing my order was sent to the wrong address. They did nothing to correct it or cancel my order. Their advice for me was to "go to the place where your order was sent". So ASOS, you're telling me to break into my old NYC apartment (trespass and break the law) just to pick up my order that was accidentally sent to the wrong address? REALLY? BOTTOM LINE>DON'T ORDER FROM THEM>DON'T WASTE YOUR TIME AND MONEY. I spend $92 on what? Clothes that I will never see or wear. I have zero control if they will be returned. Perhaps I will come back to order stuff after they get better customer service. Until then, BYE ASOS

ASOS sitejabber review

ASOS has a wide range of different brands that are all working with ASOS. It has a similar umbrella style shopping experience to websites like YesStyle, where you can browse based on brands, colors, or other filters. ASOS also has their own clothing line which tends to make affordable dupes of trending items.

My shopping experience was pleasant. I like that there is a wide variety of options and that you can read reviews of items before purchasing them. Quality of items will of course differ based on the individual brands. I bought three items, of which I kept only one. The only annoying thing for me was that ASOS will remove items from your cart after an hour.
The shipping took a few days, and once I received and tried the items, filling out a return online was very quick and efficient. The shipping is pre-paid, and you just have to drop off the package at a local UPS store. Even though I wasn't pleased with some of my purchases, the overall experiences was so painless that I wouldn't mind doing it again. I also do happen to adore the dress I kept, and I think that you can get really lucky and find some hidden gems.

As for sustainability, it really depends on the brand you buy from. If you buy Nike, it isn't sustainable, but usually smaller brands like the one I purchased from tend to have more ethically produced items.

Overall, I highly recommend that you give ASOS a try. Just hold onto any receipts, and you should be fine if you have to return something.

As company you should inform that if you purchase a product from Canada you will be charged 70$ By custom for 160$ worth of products, i got told by customers service to contact custom before purchasing any product from ASOS. This will be my last purchase and I will make sure anyone else I know does not shop with this company anymore. Horrible company and most of all horrible customer service. If you're from Canada be careful purchasing product above 100$ because the product will not be delivered and you would have to go to post office and pay a ridiculous amount for your product. Be smart this company isn't worth paying 70$ custom fee for 160$ worth of products.

I choose free option as delivery and ASOS sent paid DHL and now they want me to chase my money!
So rude!

I've never had more problems with customer service than I have with ASOS. I purchased a slim fit button-up shirt in December. With no update from the tracking number I was given (that gave no status on the location of the parcel), and two months waiting, it still hasn't arrived. I can understand the one or two-week delay cause of the current situation and backups, but two months?

I then contact customer service that told me it would be in by February 1st. Still didn't arrive. I then contacted them again where they've sent me a template asking me to do a checklist and check porches and bushes, along with contacting the local post office.

After proceeding with the checklist and informed them I've waited for an extra five days after contacting the local post office, they sent me the template again and said it should have been delivered. Then, they tell me to go check with my neighbors.

We're in the middle of a pandemic and they're wanting you to randomly go up to random neighbors and ask them if they have your package. They told me it could be in several areas... I listed one address so the comment of "number of areas" confused me.

They're turning the whole situation into a scavenger hunt and interrogating you with questions when they don't even provide you with tracking statuses of the package where you don't know where it's at. They have some good products but would recommend being careful as the customer care team is not helpful. More likely not going to buy from them again

I typically have a good experience shopping at ASOS but my last order was extremely disappointing. I paid $35 for express shipping only to have it be delayed significantly. Of course, I understand that COVID has impacted delivery services for all online stores but ASOS was the one place that didn't even offer a refund for shipping. Horrible customer service!

Horrible customer service! I made an order and two weeks later I was told my package was lost by the carrier company. I was sent a replacement package and had to pay double duty fees on it only to get my package and find that there are items missing! Customer service was very unprofessional and unhelpful with dealing with this issue! I'm very disappointed with my experience at ASOS and the fact that I'll have to avoid buying from here even though I like their clothes.