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.
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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
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.
Terrible service, orders delivered after 2 weeks, they send you used items that smell. They won't refund you.
Horrible customer service you can't even find an email address on their site to get in touch, everything is virtual and when the rep has had enough they end the chat. I purchased a jacket and a necklace back in October the quality was cheap and full of pulled threads AND I had to pay an extra $15 in duty upon arrival so my $77 order is now $92, I returned everything at another cost to me of $22.40 order is now $115. Talked to a virtual assistant said they never received my return, I gave them the tracking number and she agreed to refund my $77 but when I asked about the additional $37 in duties and return costs the chat all of a sudden ended. BUYER BEWARE
Their 'free return' policy is bogus and they false advertise. Only if your item is cancelled or defect will the return delivery charge be 'free'. Such false advertisement shouldn't be permitted.
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
