I have been a customer w/ ASOS for years w/ no issues until today. I purchased a pair of boots for my BF last week. He tried them on, they were too big. We sent them back the next day intact w/ no scuff marks or dents. I was sent an email stating I won't get my refund back because they were damaged. I asked for more explanations because these shoes were brand new and was packaged intact. They sent me this raggedy looking worned boots picture claiming that's what was I sent back; therefore, no refund. I have never seen these boots before in my life. They look nothing like what I sent over to them. I have been a customer for them and vouched for them to my friends. I will never spent a dime w/ ASOS again due to this situation. If you got to buy from them, take a pic or video of the return item for proof because you too will be accused of sending damage items over for refund.

I placed an order back in January it's mid March still have not received. When try to contact them just end up in a chat that is endless as you give all details they ask for and keep being mysteriously chat disconnected!… I just want the product or money back and in and endless loophole to get either…horrible got taken for my money stay away!

I'm Canadian, therefore duties are a fact of life. $41 in duties on $150 is a slap in the bank account. It's unconscionable. It's a don't buy. So don't buy from these guys. It's a learning experience and I have. You should too.

They told me it would be delivered on date, 5 days later still waiting, they won't assist you or answer a question till it's 30 days after the promised delivery date. Why both giving a delivery date if you don't stand by it?

Poor customer service and app

If I could leave 0 stars I would, absolutely sick of this company being $#*!.
If my order does not arrive due to the incompetent courier ASOS uses ( HERMES surprise surprise), I should not have to spend a whole day chasing ASOS and the courier around to fix a problem that is now mine- Asos should automatically refund or redispatch my order. The customer should not be made to fix the problem. I will be taking this further. Absolutely FUMING.

I ordered a batch of shirts and the measurements seemed to have some slight variations. I'm still satisfied with the product, but I can see how that could have been much worse.

While some products from ASOS's brand aren't exactly the best quality, I think their customer service makes up for it. I've occasionally purchased women's clothes, hair accessories, and men's shoes over the past 2 years, and generally had a pleasant experience working with them. Returns were free and easy. ASOS has missed refunding my money for returned items, and one time, a hairband arrived broken. But the 2-3 times I reached out through online chat to address these issues, they were very helpful and able to resolve the issue immediately. I do appreciate how they have actual videos of models modeling the clothes, it's really helpful. ASOS-branded clothing quality is decent. Some items do feel a bit thin/fragile, but the unique and pretty designs compensate for it. I don't usually post reviews on companies, but I've been very happy with their customer service so far and wish to offer my experience to balance out the more negative ones.

Never can use promo code they promise to send, when I asked about it they promise to contact my email, but never get back answer in email since 2 months, and today is second time I have bad experience with them! I make order yesterday, everything were ok at first, today I checked my order as they said it will be delivered by 03/03 and guess what I check? They write me that unsuccessful and they cannot process my orders, on my question what was wrong? They said it technical and cannot explain why, what about my money? They hold them for 10 days! But why? No real answer! Don't use them, if you don't need the same problems and loose your money! Have a good day and thank you for your time.

I have 2 pairs of Brave Soul boardshorts purchased through Asos, and both have had the elastics break down. I have plenty of other board shorts that last 10 years, these lasted just over a year.

Joined their Premier ( Next Day) Delivery Promotion ( cost just under a tenner) and two days on they still gaven't processed the "NextDay Delivery" they were promoting

At very best going to be three day and not next delivery

I will be testing their returns system next

Asked to return a northface faulty hoody, hem no stitched on all the way round.
Agreed to return and refund, but won't replace, advised I had to re-order.
However I don't want to pay carriage (as per my original larger order).
ASOS would only agree to 'credit me' the carriage AFTER I re-ordered and paid online, resulting in me messing about further.
I will order elsewhere in future asos, your customer service is not that!

I really don't know how this company exists in a competitive market. All the items I bought looked like a cheap replica of the brand they represented and in addition I was severely abused by the head of the customer's service in the UK while I was pregnant.
This woman called Ravinder came to my beauty salon asking for a haircut and when our team tried their best to do their job she said it was nice but didn't fit her concept. After that she grabbed a bunch of our products claiming that she needed to be compensated. She started to severely insult me and my team and asked her boyfriend to come in and have a fight with us so that she can get the compensation. She explicitly told us that she was in the head office of ASOS and that we will be sorry for not giving her the products she requested for free.
We had to call the police and after examining the case it turned out that this was the 5th beauty salon she did a scene!
I wrote to ASOS and provided the footage of the abuse but all I got was a vague response and no responsibility taken whatsoever! They did confirm that she was working there though!
I permanently stopped shopping from there as when this is the attitude towards your customers then what can be worse?!
I do hope this company dies out in the future as they don't deserve any respect or customers!

Ordered item, 2 weeks after delivery was due received an email and was told it wouldn't be being delivered. Now awaiting refund.

Thanks a lot for asos. I like my new clothes very much, but there is only one mines-14 days delivery.

Disgraceful service sent back bridesmaid dresses almost a month ago now still haven't got a refund no email address no phone number and No live chat! Will never use this company again very disappointed..

Terrible experience. My order was delayed, not delivered to my house and went to the post office instead and i was forced to pay over a $100 in custom fees that were hidden. Plus, they dont have free returns, the quality of the clothes i received was terrible and the fit and sizing info on the website is completely wrong. Just wasted over $500 on this $#*!ty company.

Ordered shoes from this company. Bizarrely, I was not contacted by post office when they arrived and they were returned. I was promised a refund. Nothing, I contacted them again and was promised a refund on a specific date. Nothing. Money is gone. Do NOT use this company. Impossible to contact and your money is gone.

On their website stating if product under Cad$150, you don't have to pay import tax but I am being charged $76cad for $115 goods. And now they ask me to pay for it and then return the goods but they will not refund me the tax charges. If I can, I will give NO star for this company

Do not buy from this company.
If you need to return you will never get a refund.
Near impossible to contact anyone.
Only a chat service available after going round and round in circles.
Absolute poor service the worst I've ever come across.
Do not buy from ASOS

I ordered a pair of gray sweatpants and then sent me khaki pants. And now I have to return the item.