ASOS has unadvertised customs fees on top of your shipping fee! If you are ordering from Canada, you will have to pay on top of the ASOS's shipping fee a 26% fee of your order when it is delivered. When I placed my order, ASOS doesn't have any message to inform you about these fees and just charges you a free shipping or a paid shipping. When it came to my door, I was told I had to pay an extra 21.15$ for my 80$ order. I also tried to get a refund for this unexpected fee due to the fact that it is not at all advertised or disclosed when you are making your order, but they just said that they have no control of custom policies. ASOS may seem like it has good deals, but when it comes to their shipping, its awful. Tack on an extra 26% when you are making your order to know the true cost of your package.
I would also say ASOS has one of the worst customer services. They were not able to resolve my complaint and did not try and understand how they were falsely advertising. All they can do is apologize and say that they can't do anything about it. They need to fix their website because at this point they are unfair to their customers.

First and last time shopping with Asos. Ordered £730 worth clothes. My delivery was due in 3 parcels and only 2 arrived. They wanted me to itemise everything that arrived and send them a list so they could refund the rest. They didn't even appear to know what was in the missing parcel! I spent 4 hours trying to sort it out with customer services, who took 2 days to respond to me each time. When they finally found the contents of the missing parcel, it turned out that a further two items were missing from the parcels that were delivered to me. What is going on with this company? They're an absolute joke. I'm a busy business owner, and Asos have offered not so much as a voucher or discount code for all the hassle they've caused me. Disgraceful! I'm well aware that mistakes happen, but not to make any effort to rectify or make amends for them is inexcusable. Needless to say I won't ever be shopping with them again.

Asos messed up my delivery address and after hunting them down, talking to 8 different chats and two different email chains, their solution was for me to pay for a shipping label and get my neighbor to send it to me. How is this a solution? The customer service had different solutions each time which led to the problem and get it was on me and my dime to fix it. It was horrible and I felt so angry working with them. They were the worst I have ever experienced and have never seen a company blame the customer and unable to give a pre-paid label for about $15. Its sad and disgrace. Such low lives.

I have been a HUGE ASOS supporter in the past, especially during my college days. But over the timeframe of Covid-19, the customer service is HORRIBLE. I made a mistake a used an old old old address to order a coat. Once I realized the mistake I reached out to ASOS customer chat and I was told it was too late to refund and that I only had 60 mins from the time of order to cancel. I did that and was still told I couldn't cancel. I then was told to go to the location and just knock on the door. 1 its covid!, so that's a no 2. I'm a single female what do I look like knocking on a random door in NYC looking for a package. I'm just appalled but the lack of concern for anything but the dollar Asos makes off buyers.

Simply put (it's hard to keep it simple because they seriously $#*!ed up on every single aspect possible): THEY DON'T GIVE A SINGLE $#*! ABOUT ITS CUSTOMERS MONEY, SENDS UNTRACKED PACKAGES FOR THEIR OWN PROFITS, LIES TO YOU ABOUT WHERE YOUR PACKAGE IS OR WHEN IT'S GOING TO ARRIVE (mine took 49 days to come lol wtf), leaves you on read while they take 30 minutes to "look for your tracking number" - obviously because they don't have it - and last but not least, SENDS THE WRONG ITEMS!

ASOS IS AN ABSOLUTE NIGHTMARE. I SPENT 152 DOLLARS AND HOPEFULLY I COULD GET A REFUND but honestly looking back on how they've been responding, the best I could do to make sure I didn't waste my money is to save YOU from this demon company.

I reached out to them about 7 times now, none of them are updated about my status so I'm just left repeating myself on e-mail AND on live chat and I was constantly ignored (I have proof if your want them). And when I'm gone for like 5 mins they just exit the convo lol while they take 30 f minutes to do nothing. So please. Save yourself from wasting your money and buy the clothes somewhere else.

Didn't receive 4 of my ordered items and by the time everything was sorted out, 2 had gone out of stock. Not a huge deal honestly, but I did ask for a discount on a future order for the inconvenience. Again, it honestly wasn't a big deal for me, but as a regular customer, I wanted to see the level of customer care offered, especially after such a mistake on their part. Such remedial discounts are quite common in retail, so I was surprised when they adamantly refused me one. I enjoy the large selection, but customer care has been disappointing thus far.

They recommended a size through their AI which turned out to be 1.5 x larger than expected. Tried to return, but they will charge me a $ 25 fee to do this. All other Canadian retailers( Reebok, Nike) provide free returns. Plus paid the customs agent a fee that I will never recover. The client service (Sarah) on chat was as helpful as well... a robot that is programmed to provide customer disservice of the highest order. There was absolutely no intent or intention to help AT ALL. BUYER BEWARE... all OK when order placed, but be careful when there is a problem with the order, you dont want an experience like mine. This is no monopoly, so many other stores to choose from.

Horrendous service from this company. Placed an order, queried NUMEROUS times that an item was listed as the wrong colour (brown jacket listed as stone and stone as brown) and was told several times that this was in fact 100% correct and I should order the stone if I wanted brown, only to be sent the incorrect item (surprise surprise) and told that I would have to return it or arrange a collection which would be attempted in a 12 hour window (this was done and they didn't turn up!) then wait up to 7 days to be processed and up to another 10 working days for a refund and then reorder the correct one. Refused to let me speak to a manager! What was I offered? 20% off which is what was offered when I placed the original order anyway! Also told me in writing there is no min order to get the 20% off but there is in fact a £4 delivery charge for anything under £35 so I've now got to either pay an additional delivery charge or order something else to increase the value. All because of their error
I'll def be avoiding this company in the future!

If I could give 0 stars I would.
I've placed an order at beginning of October due to be delivered on the 14th. Receive an email on the day that my order has been delayed for 2 days so no biggie. After 2 days I contact on the chat and they ask me to wait 2 more days and the contact again. That happened 2 more times. I ask for a replacement and I receive no emails regarding that. Today I received something finally. Not sure if it is the replacement or the original order (mind you that's almost a month later) but frankly I want my money also for the freaking unacceptable and dismissive treatment I have received from them. Completely horrible and incompetent on the chat and on Facebook messenger. That whole experience was horrible, unacceptable and very dismissive. After all this years being a costumer with very regular shopping I feel very mistreated and I won't be using the services again which is a shame cause I really like the products. Horrible company as it is not the first time this has happened and even the other times I didn't even receive a compensation. One time even almost lost my job because they shipped late even though I had paid for express delivery. Just horrible

I bought Christmas presents for someone in October and they delivered the wrong package. It did not have my order there, it was someone else's order. Then I request support and they tell me to ship the item I received back. It took them 2 weeks + to deliver, then it will take 2 weeks to return, 1 month to refund, and another 2 weeks to deliver new items. I will not be ordering from them anymore, not only is my money on hold for a long time, but it also has a lot of effort to get my refund and I will miss my present for Christmas. All of this because of a mistake in their end.

Absolutely horrible service! I would give ZERO star if I could! Every time I buy few items something is missing. My order doesn't get delivered. They took the full payment and said they're out of stock when I didn't receive my order! I didn't get any refund! They don't have a customer service number. You'll have to message on a messenger or email them then some stupid robot replies with an automated answer. They don't resolve anything. This is the third time I'm missing an item in my order and my last time ordering from ASOS. I am a regular customer and you lost one! I have all the proofs with me.