Ordered a pair of jeans over 15 days ago with a 2 days delivery, sent millions of email, contacted them trough messages, keep telling me they are checking were my package is as last record at the depot was 10 days ago. Asked multiple times for a refund and after telling me to wait 24h, then 48 they have just stopped answering me. Used to buy on asos all the time but will never do it again. Horrible customer service, full of patronizing people.

I live in Canada. The company is advertising free shipping but it's a lie. On 2 separate item I ordered from them there was a COD (Collect on Delivery) which is a way for the sender to collect money from the receiver... = shipping cost.
Customer service didn't want to admit that and told me they wouldn't refund the extra expense. That's a full lie and they should be charged for false advertising!
I WILL NEVER ORDER FROM THEM AGAIN.

I never got a confirmation email for my purchase so I contacted customer support. They asked me the same 5 questions over and over again each time they replied to my email. Then they asked me to provide my order number, which I didn't ever get and also the reason I reached out in the first place. Then my package arrives, 5/6 items I want to return because they fit weird and are cheaply made. There was no order or return slip in my package and now I want to return the items but can't because once again I have no order number! These people give you the run around, I asked for a phone number I could call to directly speak to someone and they won't give it to me. Absolute worst experience I've had online shopping.

I live in Eastern Canada and have now ordered twice from ASOS. The first time, I placed an order in March and it took over 3 months for my parcel to arrive. I had to give the same information to customer service at least 8 times before they actually believed me. They did finally offer to either reship the items or grant me a refund in July, the day after my order finally arrived. In this case I gave them the benefit of the doubt that Covid had caused the shipping issues.
I ordered again (September), and while this time the order arrived a day before it's expected delivery date, I was hit with a $70 charge at the post office (on a $150 order), despite the website claiming shipping would be free. The lady at the post office said it was most likely a customs charge. An additional charge of nearly 50% of my original order is just ridiculous. I won't be wasting my money on them again, which is a shame as they have some nice articles and are one of the few places I've found that offer decent tall styles.

Very disappointed. Get your **** together, ASOS.

I made a pretty big order which had included a $300+ watch. I received the package, box damaged and looked like it has been opened. Upon opening I had noticed the watch box had been tampered with and to no surprise the watch wasn't inside.

I contacted ASOS and post to try and resolve the issue. Post wouldn't do anything unless ASOS asked for it. I sent photos and described what happened and was told they put in a refund. The next day I got an email saying my account had been deactivated for fraudulent activity and that no further contact will be made by me. I'm still trying to fight it but getting no where.

Long story short ASOS stole $300 from me and made no effort in an investigation. I've bought from them multiple times so to be treated like this is unacceptable. I would not buy from here if my account was still active and advise others to do the same.

I ordered 2 items on sale. Shoes were on sale and had a defect on the side of the shoe and the pad that is inside came out. Not a horrible defect but still too expensive to sell defect for 120$ And it's just sale price, so don't buy sell items from them probably all have defect lol
I spend 150$ plus it says no shipping fee included because I ordered enough to get free shipping that's what it says lol
But wait, when I picked it up at the Canada post I paid extra $50. I asked the person why, They told me possibly because items were on sale so they make you feel like you saved money but in reality they didn't pay for shipping so they making you to pay it. I won't risk again! On sale or not definitely they will charge again. Basically shop locally! Also their clothing measurements are off, my T-shirt is size L when I needed size X. But it's ok I like it loose too lol. Basically shop or order locally :)

I ordered two bras from ASOS. The duty charge came to about 150 dollars. Which is fine I expected to pay duties. I open my package to find out that ASOS sent me the wrong size bra.
So I messaged them and they want me to send it back. Which yeah, if I ordered the wrong size I would be okay with sending it back. But now I have to pay to ship it back to the warehouse AND pay new duties on the bra for their screw up? No. When I spoke to customer service about my concerns they basically told me it wasn't their problem and it was mine but that's why they have a discount code? And then never answered me back. Honestly this place is absolutely garbage. I will never shop here again. Waste of time and money.

ABSOLUTELY HORRIBLE CUSTOMER SERVICE EXPERIENCE!
Back in July, I purchased and paid for 2 similar pairs of shoes. Despite the tracking notification indicating that both pairs of shoes have been shipped, only 1 was actually shipped and received. I have been in email hell (since there is no way to contact an actual person) for several months trying to receive a refund for the item I never received. The sheer run around and frustration is NOT worth ever buying from this company as there are plenty of other merchants!

I personally think that materials and quality depends on the range of price you would like to spend on ASOS. When I first bought collusion's T-shirts which was around 20bucks the quality was really unexpected. I was really disappointed but again I bought this collusion unisex oversized check blazer set spending more than 100bucks I was pretty nervous at first but then, I am really happy to receive the quality I expected and the size guide is just perfect. I am loving my new suit

I ordered a pair of boots that cost over $200. Due to delays in shipping, I expected it to be delivered past the delivery date. After a few weeks, my tracking states that there was an error in delivery and the product was getting returned on its way back to them. I reached out to their customer service on Twitter and they confirmed that my item was being returned so they told me to re-order them and get a full refund on my first order. I stupidly trusted them and ordered it again, only for both orders to end up coming in the next couple of weeks. The worst part is the second item had a $75 dollar collect on delivery fee. It seems to be a common problem with Canadian customers and they refuse to note that on their website. Then I had to return one of them, which cost another $22. So now, they basically took $97 out of my pocket for no reason over some miscommunication. But then I run into a new problem of course. As I finally returned one of them within the 28-day return window, they decide to only give me a return voucher instead of the full refund I am qualified for. Their customer service constantly gives me the same kind of response, counting the days from the expected delivery date rather than the actual delivery date. I have been reaching out to them from all their platforms, and someone new responds each time and ignores the previous email so you MUST include the full issue in every message. They don't have a phone number to be able to speak with one person that can have a full understanding of the issue. Also, every time I gave a proper response as to why I am qualified for a refund, they just stop responding to me. ASOS basically robbed me of over $300 as I have no intention of using the $200 return voucher. Do not buy from them. Ever. The prices seem good but if you encounter a problem, good luck getting any help on it!

I sent items back and the tracking says received but months later unable to get a refund because they insist their records show that my payment was declined and the order not sent! I sent a screenshot of my credit card statement and gave the tracking number. Receipt of my return package but they just keep repeating, I'm sorry we never received a payment from you so can't refund. A different person replied to every email and ignored the total history so I had to keep repeating. They clearly son't understand English well. Its like dealing with a call centre offshore. Except all on LIve Chat or email. They would think their customer service is good because they have been trained to say nice things like: have a nice day" and "don't worry I; m here to sort his out for you". By the way their clothes are cheap junk. Would never buy from them again. I attach receipt for return package and credit card statement for the payment.