ASOS

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.

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