I've just had one of the most frustrating customer service experiences I've ever encountered, and all over £3.60 - money ASOS legitimately owes me after returning a pair of loafers. I returned shoes that cost £24, yet ASOS only refunded £20.40, claiming that the £3.60 discount from the NEWHERE code was applied specifically to the loafers. This is simply not true. The discount was applied to my entire first order, which included two other items that I kept and which are perfectly eligible for the discount. ASOS is refusing to acknowledge this, and instead insists on keeping the difference. What followed was over an hour of going in circles with two customer service agents, first with Princess and then alleged manager - Toni, who repeatedly contradicted themselves, misunderstood their own policies, and showed zero empathy or willingness to resolve a very simple issue. I had to explain the same thing multiple times, only to be met with robotic responses and incorrect information. Even when I pointed out that their own system allowed the discount to apply to the whole order, they still refused to take responsibility. It may be "only £3.60" to ASOS, but for many families (mine included) every penny matters. And more importantly, it's the principle. If they're doing this to me, how many other customers are they quietly short‑changing? ASOS needs urgent training on their own policies, better systems, and far more empathetic customer care. This experience has completely put me off shopping with them again. Beware, if you value transparency, fairness, and basic respect as a customer, consider shopping elsewhere.
Important Things to Know:
Our reviews are monitored for authenticity
On SmartCustomer, businesses may not offer incentives or pay to remove reviews. Read more about our Review Guidelines and the process we have against fake reviews.
ASOS Reviews Summary
Positive Highlights
- ASOS offers a wide range of fashion items and brands.
- The product quality is appreciated when orders arrive correctly.
- The website is easy to navigate and order from.
Negative Highlights
- Customer service is often unhelpful and difficult to reach, with no direct email support.
- Refunds are frequently delayed, denied, or incorrect, causing financial loss.
- Shipping delays and failed deliveries are common, with some orders never arriving.
Most commonly discussed topics
The most helpful reviews behind these summaries
Am completely shocked by ASOS customer service. My return of the Topshop Bengaline Capri Pants in black, order number *******756, was falsely rejected. ASOS claims the item was worn and returned in an unacceptable condition, which is absolutely not true. I only tried the item on once. Since it did not fit, I ordered the same pants in a larger size and have already paid for them via PayPal. How can it be that I am simultaneously accused of using the item? This makes no sense and is extremely frustrating. To make matters worse, there is no email address where customers can contact support directly. Instead, we are forced to use an automated chat that provides no real solutions and ignores the problem entirely. I demand that ASOS take my case seriously, review the return properly, and issue a full refund immediately. This level of customer service is unacceptable for a large international online store and leaves me completely speechless.
Their return policy is non existent. I taped address they told me to return their package to and it came back from Poland's post with note that address is incomplete. They made me do it twice, and both times it came back to me. Their solution - to do it third time, third is the charm, right. At this point price of the item is close to price of post cost so I will just delete account, I wish them all the worst
Ordered trainers, on the order page Asos Premium was offered, they offered next day delivery with this so I paid the £12 extra. Next day rolls on, royal mail tracking comes and they haven't even been handed over to Royal Mail. Went on live help, they said there was a 24 hour activation period, but on their website it states otherwise, that the product would be sent with this expedited service. Another fake named operator called Bunny said next day wasn't available for my area, so the premium service is useless to me, but both operators said no to refunds. I genuinely believe I have been scammed by ASOS, I will send the trainers back and get them elsewhere, they are not getting my money.
I've been a loyal ASOS customer for years, but after this experience, never again. I did everything right: I registered my return on time, got the barcode, and went to the drop-off point ASOS itself told me to use. When I got there, they told me they no longer work with ASOS. I was then sent to another place (an OPAP agency!) where I left my parcel on 21st August. Guess what? The parcel is STILL there, uncollected, almost a month later. When I contacted ASOS Customer Care, instead of fixing the issue or even trying to guide me, the agent kept copy-pasting the same line: "Your return window has expired." Excuse me? It's YOUR mistake for giving me the wrong drop-off point, not mine. I did everything within the deadline — it's ASOS's failure that left my parcel sitting untouched. Now I've lost €50 and my items, and ASOS refuses to take any responsibility. For a company this big, it's shocking how disorganized and unprofessional they are. Wrong return points in the system, constantly changing carriers, no communication, and "Customer Care" agents who care more about repeating policy lines than actually solving problems. If you want to throw your money away, shop at ASOS. If not, avoid them at all costs.
In ASOS's quest for maximum profit margin edging, they sabotaged themselves with the worst customer user experience ever. Within the past two months I made three purchases with only 1 of the 3 being delivered. The first was never fulfilled, the second was actually delivered, and the third was destroyed by FedEx. Their third party carrier for US shipments is FedEx, which has an average delivery rate of 80% and is considered to be the worst of all the carriers in the US. If any problems that occur which now seems incredibly likely, you'll have to fight with the ai chatbot until you reach the final boss, who is a ASOS customer service agent from Bangladesh or India. Good luck trying to get any help, most of the time it feels like you're talking to more stupider version of the AI chatbot. Its been a full month and I'm still seeking a refund after my third purchase that was destroyed by FedEx. Lately, ASOS feels like a scam website, which is a testament to their entire employee base, Try and avoid shopping at ASOS at all costs, Macy's is better alternative if you can actually place something inside their shopping cart.
Selling new shoes Sending us heavily used shoes Customer service wants the shoes back while the pictures are clear. No refund was given
ASOS is not good!
Im from North America. I was told by the site that if i spent $75, shipping would be free. This was not the case. I was charged $30 extra for duty. After enquiring about the extra cost, I was told by the company that i needed to spend $150 for them to cover duty. I went back to find any warnings about paying extra for duty there was nothing. I payed anyways. The quality was bad, and if i want to return i will need to pay $22 more. If i want to return these jeans that don't fit the total will cost me $50. There is no way to actually talk to somebody about these extra coats and They will not do anything about misleading me this way. I'm still waiting for my other 2 orders and its been 2 weeks.
Customer service is a 0. Quality 1 and over all experience with this company is a minus 10
Worst customer services. Order was 10 days late on express. No way to track. Both carrier and ASOS said different things. My money was not refunded on time.
To be honest, I'm not a fan of online shopping, as I prefer to see, touch, try on everything before buying. However, I still make purchases on the Internet, very rarely, but aptly. One of my favorite stores is Asos.
DO NOT BUY THERE. PARCEL NEVER ARRIVED. THE ONE THAT ARRIVED ARE DAMAGED. THEY WILL NOT REFUND YOU BEFORE MONTHS. THE CUSTOMERS SERVICE IS ONLY BY CHAT AND THE WORST CHAT APP. EVER.
Horrible experience with ASOS. Ordered the space Hippies 04 and received the Blazer Mid tops instead, a week later then promised. Free shipping cost me $16 CAD to even receive the package and $22 CAD more to return the wrong shoes.
Technical support couldn't be reached for hours in the '5 min cue'.
Its projected to be received by ASOS in over a month. Who knowns how long till they send me to proper shoe... maybe by next Christmas and i'm sure i will have to incur more shipping costs.
Never been on a review like this. But so disappointed in everything! Delayed then wrong item! Don't know what else but this is the las is the last time I would order from them!
I received my product after some time but upon return was not issued any refund! Total scam. You can't contact the company at all. Website loops. Do not do it!
My wife saw some clothes and I ordered. They claimed that it shipped per fedex. Fedex never delivered! They still have my money and we never received the order. They stated that I need to wait for FedEx response. If they're late delivering, I'm sure they'll be late responding.
Received the wrong size of an item I purchased. Contacted support asking for a replacement (which contacting them is a horrendous experience, takes forever and hard to get in touch), as I returned the incorrect size already. Was told that wasn't an option and that I had to pay full price (I had used a birthday promo code plus got free shipping) so basically they wanted me to pay 2.5x the original price to reorder an item I already bought and didn't receive because ASOS fulfillment made a mistake. They then told me they actually could send a replacement and that I would receive a confirmation email within 24 hours, chat ended. I didn't receive an email but instead got one that said it was out of stock and the replacement had been cancelled. I checked online and it was still available in my size to purchase online, so obviously not out of stock. I reached out to customer service again (took me 24 hours to actually get in touch with someone again) only to be told that it was an error (AGAIN) because it is in stock. But that they can't actually offer a replacement, like the other person said and that I should just reorder it and pay full price and could ask for a price adjustment later (LOL WHEN?) I said no, they said that was all I could do and ended the chat. This company is a SCAM. They made a mistake and then wanted to me to pay for it again and pay way more than I originally did? No thanks. Will not be ordering from here again. Plus the fact that their customer service is only available via chat and clearly outsourced to another country. Terrible service. Terrible quality.
Bought a Northface coat and instead I received a Columbia jogging pants. Now how can a $220 coat be misplaced with a jogging pants. Smh horrible. Now I had to return and wait another 2 weeks for my refund. The worst ever
Last year I ordered around 6 dresses and ended up only keeping half of the order which I didn't think was too ridiculous or anything. This time I ordered around 40 things... and almost none of them were even close to fitting. I'm 5'8" 128lbs - a size 4/size 6 on my period. I only ordered those sizes along with a few Tall items. One pair of size 4 jeans were almost child sized and a size 4 romper could have fit me AND my boyfriend. Those were just the 2 worst things. Everything was boxy and weird. I only ended up properly fitting into some shorts and a bodysuit. I ordered some accessories which I love and am keeping but the clothes are worse than Shein and way more expensive. On top of that my account wasn't showing I was trying to return the 30 trash items and I had to talk to 4 customer support people before one of them actually understood me and was able to email me labels and its still not showing on my account. Trash clothes and trash support other than Angelica she was cool thank you Angelica.
A $40 dress cost me $17 in extra duty coming to Canada. The dress is too small and Asos says I have to pay $23 to say Canada Post to return it. Will not be ordering again.
I actually like most of the items I ordered from ASOS but my experience was tainted due to the delivery. ASOS Canada uses Canada Post and Landmark for their shipping. These together are worse than UPS. At least with UPS there's a customer service team that I can contact to receive the invoice to self clear my items at CBSA to avoid exorbitant duty fees, and furthermore at least they tell you ahead of time. Canada Post and Landmark don't give any forewarning. I was wondering where my shipment was and decided to check the tracking information only to find out my items were being held at a local Canada Post. There was no notification or delivery notice. When I went to go pick it up I was then told I had to pay a COD fee. Collect on Delivery. It was a shock that for an order I paid $231 + $25 shipping I was now expected to pay an additional $85. There was no invoice showing me a breakdown, no explanation of the cost. NOTHING. The clerk told me I could call Landmark and request a refund after I paid. Landmark does NOT have customer service or a phone number for people to call. Honestly until ASOS resolves this just save your money and avoid ordering from them. There are so many other online retailers that are more reasonable. I've ordered quite a few items over the last couple weeks, this is the only thing I've had to pay duties for. Landmark is a thief
Ordered a few dresses. Poor quality and none fit. Sent back via UPS label from ASOS. 4 wks no refund. No phone number to call. Chatting with clueless customer service reps wasted 4 hrs with no results!
Ordered a jacket, they sent it two sizes too big. Contacted customer service and they said I had to complete a new order to get it replaced. I reordered and sent back the first jacket and got EXACTLY the same size as before even though they assured me it wouldn't happen again. Contacted customer service again as my refund still hadn't come through after 4 weeks even though they said it would take 21 days.
Just got an email saying I need to add my credit card to my account because they can't refund through PayPal. Clicked the link to do so and it's not working.
I'm so incredibly disappointed in this company. It's been almost two months since I ordered the first time and it's been non stop garbage since. Do NOT order from this company. Not worth the risk.
I ordered from these people and I pay for express delivery my order never came FedEx could never track the package I missed a very important engagement because these people this happened to me two times I don't know what's going on but this is ridiculous I would never do business with these people again
They have caused me nothing but headaches and waste of time.
I placed my order Sep 10, it's Dec 2 and I did not receive my order nor the refund. There is no place to contact them really but an unhelpful chat that's just a waste of time. Terrible terrible experience.
They eve deleted my review once.
Package got lost and I had evidence but asos refused to refund me. Didn't reply after they told me they would refund me. Really sucks bc I liked them a lot but I got stuck with a 60 dollar bill for clothing I never got and will never buy from them again. Worst customer service
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.
Business Highlights
General
- Target Gender: men, women
- Target Age Group: 13-18, 19-25, 26-45
- Price: $, $$, $$$
Shipping
- Shipping Cost: $5
- Free Shipping: sometimes
- Free Shipping Detail: for orders over $70
Returns
- Return Policy: not free
- Return Instructions: items must be in original condition and isn't marked 'final sale'
- Return Cost: $4.99
Sustainability
- Sustainability Score: [object Object]
- Recycling Program: no
Product
- Style: general, casual, chic, streetwear, bridal
- Body Fit: regular, plus size
- Available Sizes: Men's (2XS, XS, S, M, L, XL, XXL, 3XL), Women's (2XS, XS, S, M, L, XL, XXL, 3XL, 4XL, 5XL)
Customer Service
- Support Channels: chat
Payment Options
- Payment Methods: card payments, financing, Google Pay, Apple Pay, PayPal, Diners Club
- Buy Now Pay Later: Klarna, Afterpay
Membership Programs
- Rewards Program: Active Junky, Rakuten, Mr. Rebates, TopCashback
From the business
- UK
