Ordered a Hugo Boss shirt and was sent a jacket from their own ASOS label. Colour was the same but it was my impression, from a lack of a receipt sent with the package, they were aware this was not what I ordered and were hoping I'd be satisfied with the substituted item sent. I'm not. I then spent 15 minutes on their customer service chat and was told I'm responsible for the cost of returning the garment but they'd refund that cost once the refund was processed. I'm going to assume the refunding of the 27 dollars it's costing me to return their error is going to become an issue as well. When I enquired if the item I had ordered was still available it of course was not. To the gentlemen who handled my enquiry for returns, thanks, you were extremely polite and professional and I'm sorry you work for this company.

Placed an order on the 2nd August, items were due to arrive by the 20th August. Received an email on the 19th August stating the items were out of stock and I would be receiving a full refund. It took the company a day before the items were due to arrive to notify me of this? Plus I now have a very unhappy daughter, being let down by the whole situation. Definitely take our custom elsewhere!

I two lots of parcels and I had to return bits from both packages, when I went on the FAQ it said you could do combined returns so I did. I got my email to say they'd received some of the stuff but not the other. After 25 minutes on live chat with the consultant just referring me to the online FAQs which I was aware had changes since I had read it, but the parcel has already gone? I got told someone would be in touch in 48 hours, and yet still not heard anything back. It's alright changing stuff on the website, but at least send an email or make people aware? You can't just rely on them checking the FAQ all the time.

I ordered 5 total bridesmaids dresses to try on for a wedding in June which was located outside of the country. I loved 1, and planned to send back the other 4 when I returned home as I would've had a whole week to do so by then. Unfortunately I had a positive covid test flying back and was delayed coming home for 2 weeks. I spoke to ASOS customer service & explained my issues & would be happy to just have a store credit and pay for my own return expenses because I understood I was out of the returning time limit. Stephanie claimed that neither of those options could happen and even if i did send the items back via my own return expenses, she couldn't promise me that they would give me a store credit for them which is very unfortunate. Lulu's was another company I ordered from & they were excellent at helping me. Returned my orders for free as well as a full refund to my card. I really used to enjoy shopping at ASOS but now that I've realized the lack of common decency. Especially during these times, I don't believe they are in their customers best interest considering I am now down over $400 for bridesmaids that I will never wear. This wedding was financially hard on me as well so this is very disappointing.

Returned the pair of sneakers immediately upon receiving ( tried and they don't fit)
I have done literally every step of the return process on their website, printed the label that thy generated and now they are saying ( over chat with some random names) that they don't have enough PROOFS that i have sent it. They have chosen the courier and the tracking number shows clearly that the item has been picked up from my home. They are now Lying that they have no way of contacting the courier ( that they have imposed on me) and that I should do it) Terrible waste of time and money

Worst shopping experience ever, they have been hacked and will do nothing about it.

I placed an order with three items and checked out through PayPal. At the time of checkout, all info was correct. I did not review the email but tracked the package and on the 13th it was marked as "delivered"
I contacted ASOS TERRIBLE CUSTOMER SERVICE and they told is not their fault I entered the wrong address, nothing they could do

1. I entered the right address they have a hacked API that changed the address to something else

2. The WRONG address was not a typo (I can see how that can happen) it was a whole different address in the same city. With an apartment number and all. I don't live in an apartment I can accidentally type APT 1 nor I this address as a saved address to auto-fill

3. I droved out to the place and the apartment complex is fenced I could not get in but the unit was empty, had a rental sign on it. It also had a bunch of packages at the door from all different online stores, there was an ASOS package too, could have been mine

Someone is running a pretty good scam out of that location and ASOS won't hear about it
4. ASOS insists it was my mistake despite me clearly explaining I didn't type the wrong address
I am $100 out of pocket, no clothes, and no help from ASOS. Someone has hacked their APIs and they refuse to even look at the issue. Shameful, will never buy from this site again. DOUBLE check the shipping info AFTER you place the order, learn from my mistake it can be changed and no one will help you

I orderd for 294 and my order was eligible for free shipping. But had to pay 107$ Charges and these ppl just said we are sorry you had to pay shipping charges. Pathetic

I made my first order with ASOS buying some UK 9.5 van trainers. Upon receipt, I noticed they had sent me UK 8.5. Their returns procedure actually entails you sending them back and making the purchase again whilst waiting 10 days for your money back (after they've received them). I obliged and sent them back and made the order again for some UK 9.5 and you guessed it, a week later I received my second pair of UK 8.5! Their miserable customer service team did nothing to put this right other than to encourage me to order a 3rd pair. So two trips to the postage office, I await my two £68 refunds.

It's really a shame. This company has good products at super competitive prices. However, their customer service is neck and neck with current Amazon customer service for worst in the biz. It is impossible to speak to someone and they just push you into their hyper-general FAQs, which are, essentially, useless. I spoke with a customer service rep by chat and he, essentially, said "sorry, bro, we aren't going to fulfill our policies, our bad". I am paraphrasing, obviously. I don't need someone to explain how things are going wrong and how they sympathize with me. I need someone to solve my problem. Too bad. I am going to stop shopping on the site.

I have been buying online for years and invariably when encountering a problem with deliveries all companies were willing to give me a refund since it's on them (pretty straightforward)
Buttttt, ASOS (wish they go bankrupt) dose NOT work this way.
When I had not received my packages for a while I contacted them asking for info but rudely enough their customer service agents didn't even bother helping … all they did was tell me to contact the delivery company since it's my problem and not theirs ….
Obviously refund was not even an option.
Basically they suck! And their agents are half robots half gibberish speaking aliens
Do yourself a favor and NEVER EVER buy on ASOS

Worst company ever!

I order 7 dresses, received only two out of the 7 but was charged for the full address. The 2 dresses received were of very poor quality; I return the 2 dresses received back. I tried to contact customer service for the missing 5 items, I did not receive a reply from customer service to my emails, and no refund was provided. I will recommend staying away from this site.

Worst customer experience of my life, had a huge problem because of the way they shipped my package. Still no assistance, still no partial refund. Also, as a Canadian customer I am offered 15% right now from them, but I didn't receive it and they are refusing to give it to me after the fact. They have the worst customer service ever, all I ever get is generic responses which do not even address the problem I'm even referring to. Honestly felt like a scam, will NEVER buy from there again.

I buy products from ASOS. Com and have been really satisfied on my purchases, they tend to carry a good amount of sizes and are very comfortable as I buy usually XL Long, or XXL Long as I am a nice size guy with a football players build. I have to say the items I have purchased was very well packaged, and very nice quality and material would definitely buy from again -

HORRIBLE experience. They sent me the wrong size. I sent the item back and had to pay for shipping + custom duty both ways and NEVER got refunded for ANYTHING. I've been sending them emails explaining my situation and asking for a refund and attaching my receipts. I got a couple of polite replies that they would... consider it. I guess they decided NOT to compensate for the wrong item or my expenses around shipping. Wow, how can a company of this size conduct themselves in this manner and still have customers. Please be aware you might be next. Never again will I buy anything from them and I tell everyone I know. Shame on them. I long for a more honest and accountable world.

ASOS sent me shoes that were clearly worn and then refused to provide the refund for them claiming it was me who wore them.
"Contact us" function is taking me in loops on their website, so i have no way of contacting them, and they just robbed me of $50.
SHAME ON YOU ASOS!

I have been told that my item would arrive august 5. It was way later. I had to pay additional fees to pick it up from the post office. Not only that I have to pay to return it too because the size recommended was way off. I also am disappointed that it looks nothing like the image on the website. It looks like cheap fabric. I am never ordering from here again! Shein is more of a loyal place to shop.

I WAS ASKED TO PAY $30 IN COD FEES for my 90$ purchase... AND ALSO FORCED TO GO TO THE POSTAL OFFICE to pick my package up! LANDMARK GLOBAL DOESN'T EVEN SEND YOUR PACKAGE TO YOUR HOUSE IN THE FIRST PLACE. They send it directly to the PO and MAKE YOU GO THERE YOURSELF (even though I payed for direct shipping to my MF FRONT DOOR). So ON TOP of making me waste gas to drive there, they top it all off with forcing you to pay an unforseen COD fee... and for what b! Tch? Their amazing fking service? ASOS is such a MOTHERFKING joke. Never buying again.

Je commande des articles qui doivent normalement venir le 31 juillet, j'ai commandé le 29 juillet aujourd'hui le 06 aout =, je demande ce qu'il en est au SAV on me dit que ma commande est perdu, ok dans ce cas la renvoyer la moi sachant que je voyage ils ne peuvent mm pas me garantir la date à laquelle je vais la recevoir, genre je leur demande de faire leur boulot et ça à l'air hyper compliqué pour eux, j'suis juste choqué par leur manque de professionnalisme

Avoid shopping from ASOS specially if you live in Canada! Right before I place my oder I double checked on their site to see if I should pay any duties for orders from Canada and this is what I found on ASOS website: ''Orders to Canada: From July 1st 2020, orders being shipped from the US to Canada that are under CAD $150 will no longer be subject to duties. Orders under CAD $150 will still be subject to sales tax and handling fees.''

BUT this was just a lie! I paid $40 duties for a $100 order. I received my items after 3weeks(very late). The items where not as described specially as photos! They all looked very cheap and loose. I paid another $21.90 as postage fee! I didn't receive my money until after 4 times live chat with customer service and waisting my time everytime by disconnecting and reconnecting me to a new advisor, they refund my money after 3 f***ing months! They promised me to compensate me for my return postage fee during one of the first chats and also gave me the transcript number for future reference but they never did because they are just fraud! I feel very very bad. Even after reading everything they make your life harder and make you loose money. If you wanna order anything from them, think twice! It's not worth the headache :(( ((

The product was good and just like the picture but I got hit with extra fees. I was very happy to see that ASOS covers duty for purchases under 150$ but instead I got hit with another fee called COD remittance. I've got no clue what it is but I payed $14.59 for it on my 90$ purchase but had a 15% discount so 76.5$. The 15% off for new buyers pretty much covered my COD remittance fee but definitely watch out if you are buying! Oh and they used Canada post for my order.