ASOS

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

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.

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.

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.

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.

Selling new shoes

Sending us heavily used shoes

Customer service wants the shoes back while the pictures are clear. No refund was given

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.

My experience with ASOS has been nothing short of a disgrace. After placing an order and making full payment, the shipment was delayed and eventually held at customs. When I reached out to ASOS, I was shocked to find that they refused to take any responsibility. They simply told me to deal with the customs myself and contact the shipping company directly – as if the entire logistics and delivery process were somehow *my* responsibility. I requested to cancel the order and return the items, but the shipping company said they "don't have the authority" and that ASOS should handle it. ASOS, on the other hand, ignored the issue entirely and offered no useful solution. Even worse, the customer service team was unhelpful, rude, and completely dismissive. They showed no respect or accountability, and their tone was arrogant and unprofessional. This is not how a reputable company operates. Taking customers' money without delivering the product and then abandoning them to handle shipping issues on their own is not just bad service – it's theft masked as e-commerce. I strongly warn anyone reading this: **do NOT buy from ASOS**. They are unreliable, disrespectful, and absolutely careless. You'll be left alone, without your money or your items, and with no support. ASOS is the worst company I've ever dealt with in online shopping.

After being a loyal customer for over 15 YEARS and spending thousands with ASOS (even while living abroad), I woke up to an email saying my account had been closed due to alleged violations of their "Fair Use Policy." Let me be clear: since receiving a Fair Use warning in October 2024, I placed two orders. One which I kept. The other was a small sunglasses order that hadn't even shipped yet. That's it. That's the behaviour ASOS thinks warrants banning a long-term customer? When I contacted support, I was treated with zero respect or empathy. The agent ignored everything I said, gave me copy-paste answers, refused to escalate, and had the nerve to close the chat while I was still trying to get answers. Outrageous. This entire situation is not just insulting: it's beyond unacceptable. ASOS's so-called risk management team is incompetent and robotic, targeting loyal customers without explanation or logic. There's no transparency, no appeal, no respect. Just "This decision is final." Are you serious?! If this is how you treat your long-standing, high-spending customers, I honestly hope others think twice before spending a penny with you. You've lost me for good, and I'll make sure people know why.

Tried their online chat and after waiting an hour to get through the advisor ignored all of my questions and then closed the chat. Don't shop here

+44 20 7756 1000 here is the contact number for london head office which they try their hardest to hide.
Chat wouldnt deal with me as I insisted to talk to someone so searched for contact number.
ASOS will be the worst shopping experience, so don't do it.
Even if you gotta have what they selling and cant find anywhere, just don't do it.
Update 01/06/25: here is asos email:. C. a. Re.- en.@. asos. Com (no spaces or full stop) i have been in constant contact via this email.
Received refund and now my package is due to be delivered. Might get lost soon as it turns up here. Asos, nil.

I received 2 pairs of shoes instead of 7 clothing articles. They asked me to create a return and send it back and re order the initial items while waiting to be reimbursed. Ironically: I had purchased the ASOS Premier option. Useless customer service.

I don't normally express my opinions, but this time I feel compelled to. After defrauding me of my investment, this firm disappeared. Thankfully, C // O //V // S // E // C // L // T assisted me in receiving my complete reimbursement. If you have also been impacted, please get in touch with them for assistance.

I will never order from ASOS ever again! THE WORST EXPERIENCE OF MY LIFE! I have been a customer of Asos for years but back when I started ordering they actually had customer service and a number to call. Now it is set up to drive you crazy! You can only put in your issue/request by typing it only to have AI robots give you the runaround and answer things you are not even asking. Customer service is non-existence. If you think you will get your issue solved, trust me, they are just wasting your time and in the end they will say sorry we can't help you. I placed an order (3 items) before Christmas. One item was non-returnable, the other was damaged and the third was horrible quality. The latter 2 of the 3 had to be returned. I made sure to immediately check their return procedure and processed my return before that date. Long story short, after 5 hours on customer chat, being hung up on/disconnected on their end multiple times by MANAGERS, no return will be given either for the damaged item or the shoes. I am stuck with these items and have lost my $. They have lost a long term customer based on their HORRIBLE customer service which is non-existence. After 6 hours of typing to various "customer care associates", I got a good sense of how they work and the loopholes and cycles they drive you into until you are more than frustrated. They will not let you return. There is no customer service, no understanding, no help, no contact number, no manager or supervisor info given, NOTHING! I wanted to pull my hair out by the time I was done with them and lost my entire day with no solution.It took 6 hrs of back and forth arguing, repeating, being disconnected, given the runaround and anything to avoid the return for me to get a refund for $4 for a damaged item they sent me. They are set up/trained to avoid returns and send people in pointless circles. Chat representatives keep saying IM SORRY which they clearly are not and they do nothing to keep customer or extend the service to them. I put in my return during the return timeframe and still was denied. They purposely didn't send QR code and then told me I contacted them a few days too late to let them know. They have just lost so many customers (my friends, family etc) They will not get a supervisor or manager and will not give you names or any way for anything to fall back on them. PLEASE DO NOT ORDER FROM THIS COMPANY! They are not what they used to be. I was disconnected in chat several times by managers just for asking?s they didn't want to answer. The info on their website is lies. I went by exactly what the return process stated. BTW the INFORM Consumers Act do require high-volume third-party sellers on online marketplaces as is ASOS to provide verifiable contact information, which typically includes a working phone number, to ensure consumers have a means of direct communication with the seller. ASOS has no means of contact and will not give you any names or any way to contact a real person. They will not return any money to anyone. Stay away!

I placed a $377 order with ASOS on November 27th. It then gave me an estimated delivery date of December 30th. Every previous order I have placed with ASOS has arrived within a week via DHL. I contacted support immediately, who assured me that the order would arrive by courier in the normal timeframe.

By December 20th, it was clear the order would not arrive in time for Christmas, so I contacted support to cancel the order. They informed me it would be cancelled and refunded.

Today, January 6th, the order arrived at my local post office. I took it home and contacted support once more to find out why the order had not been cancelled and refunded, as I was assured it would be.

After ten minutes, it became clear they would do nothing at all to resolve the issue, despite the multiple false assurances by their support. The agent confirmed that in addition to paying the import duties to receive the package, I would need to pay the postage to return it plus a return fee. Three payments to fix their repeated errors. Absurd.

Last time I will ever order from this company. They do not care about their customers one bit.

Very, very poor customer service. I ordered a jumper for my son-in-law as a Christmas present (Order number *******), but it is too big. I spent an hour today (1st January) trying to find a customer service telephone number, only to fail. Eventually I got a response from the annoying chatbot on the ASOS website. Chatbot said NO. I insisted I be put through to a manager. After another 30 minutes was eventually transferred. The manager eventually decided that I definitely could NOT have a refund or an exchange. Suffice it to say, I am NEVER buying from this company again. Customer service is NON EXISTENT! AVOID ASOS!

O not shop here. First time customer, I ordered a pair of shoes for my daughter for Christmas. Ordered them November 14th, she received them yesterday for Christmas. They are not the right size - we put them next to her other Addidas size 9 and these shoes are clearly significantly larger (we think they sent a man's size 9 or they changed their sizing, but they are not a w9 despite them adamantly confirming they are - they are not, we are holding the physical proof). They will not return or exchange them despite an hour on chat, showing them a photo of the clear size difference between the two shoes, etc. We are 3 days past their ridiculously short return window which I honestly did not see when I ordered, or I wouldn't have ordered from them. Most places allow a longer return window, especially at the holidays. The customer service was unsympathetic and not helpful at all. Horrific return policy and customer service. These shoes were $110. Not the way to treat customers you value. Buy from the manufacturer direct, skip this awful distributor. We are also writing a letter to the manufacturer - as someone who works for a manufacturing company, I'd never want this company for a distributor if this is how they treat their customers.

I have never had a worse experience with online shopping. I placed an order on November 28, expecting prompt shipping. I contacted customer service multiple times, only to be told to wait because the parcel was allegedly on its way. However, the delivery service Inpost never received the package.

Finally, today, December 9, I was informed that the order won't arrive, and I was offered a refund. No apology was provided, and now the prices for all the items I ordered during the Black Friday sale have increased.

Thank you for this "amazing" experience. I will not recommend ASOS to anyone and will avoid shopping here myself in the future.

I ordered a Blue color winter jacket on sale. ASOS shipped a wrong color jacket. Contacted customer service and they advised me to return the item to get refund and order the original Blue color jacket again with the current higher price. They refused to send the replacement item. Order No.: *******.

Disgraceful customer service.
I placed an order on the 29th where it stated delivery would be 1st of December. I didn't receive any emails or confirmation until today (2nd December) where it stated I wouldn't receive my order until the 9th! I PAY FOR PREMIER. Because it took so long for them to inform me of this I'm unable to cancel my order. Wasted over an hour on the live chat for them to just keep telling me they couldn't cancel the order. I know full well they are able to cancel orders they just don't want to because it affects their figures. It's disgusting, I've been a customer for YEARS and I am suffering because of their lack of communication and inability to help.
I went from speaking to an agent to having a 'manager' doing absolutely nothing to help me further. Waste of time, money and stress.
Also, just to top it off, he decided to forward me my email confirmation I never received stating delivery was due on the 9th. Great! Thanks! Further proving that if I received it in the first place I could've cancelled the order immediately.