This is a terrible business. They will short you on refunds and then try to blame it on everything under the sun as to why they did not give you back the same amount you paid. I do not mean shipping either. I understand that you do not receive shipping fees back on purchases. I mean sales tax! There is absolutely NO REASON I should be paying sales tax on items that I am returning. As soon as I noticed I called them out on it. They try to blame customs and say they took the money and treat you like you are stupid and don't know the items were shipped and were returned IN THE USA (in my particular case) and did not even go through customs. All of these small amounts add up over time and they think it is ok to get away with. DO NOT EVEN BOTHER WASTING YOUR MONEY WITH THIS COMPANY!

I bought this item for my boyfriend I know his size but this jeans didn't fit him at all. They were not true to size. I got them they were extremely tight in the crotch and butt to the point where he couldn't sit down. It isn't stretching, the pockets are under the butt. The material is another story. About delivery it supposed to come Apr. 23 it came Apr. 27. My friend ordered later than me and she got her stuff earlier and in the bad quality. For her items Canada Post asked her to pay $18 for delivery and that thing is she paid for delivery when she bought the stuff. For what? That she ordered to her address and she should go to Canada Post to pick it up. So they are delivering wherever they want to and not where we indicated because I got it to my house.
I decided to return my item. In normal internet shops, return are free. Here, not only thing didn't go in time but you also have to pay for the return.
Better safe your money for something else.
So disappointed!

Canadian customers, you have to pay fees upon delivery even on articles below 150$. They do give an extra discount of 15% to canadian shoppers but it isn't advertized when you are paying. I only learned about it when I had to pay 15$ of COD on a purchase of 85$ and they wouldn't give me a retroactive discount or the equivalent after. And returning is another 22$. International shoppers be wary.

Horrible/no actual customer service. Paid for expedited shipping (2 days), but didn't receive item for a week. Was scolded by their online customer service and then accused of lying and told I was dumb. Will not shop here again. They treat you like you're less than human and offer no assistance. Greedy and money hungry. They don't care about the customer, they care about making a buck. No business from me any longer. They don't tell you that you must have a printer to return items.

I have used ASOS for the past 5 years and have spent ALOT of money with them. Their customer service has always been amazing but now it has changed and is SHOCKING.

Never in my life have I received such bad customer service. I work away alot in the week annd unable to get to the post office with returns, I have gone over the returns policy by a few days and they are now sayign they are unable to refund me 100's of pounds? HOW RIDICULOUS! I am now left with loads of brand new clothes that I cannot do anything with and also out of pocket.

I can only imagine that ASOS has now got very very greedy but it will only back fire on them as I am sure alot of people will not use them anymore.

Do not waste your time and money, shop else where. The quality of their clothing is awful and so is their customer service. Also their next day delivery that you pay upfront each year isn't actually next day anymore.

Imagine ordering 2 items 1 of which never came and the other completely incorrect from what I orderd asos has no provided an apology they're radically dismissive and take long to get back to customers so I've paid money got sent nothing and wrong items had to waste my time sending it back, asos refuse to deal with me sooner as I deleted my account for their negligence and I still have to wait approximately 24 days for any type of refund 14 days for them to check and process returned items and another 10 days to receive a refund after the fact, what a trash company. I have posted the incorrect item I had to return and I have posted the proof of refund on the other order I purchased that never came and I STILL have not received a refund for to this day.

My FedEx tracking number stopped tracking. FedEx says to call ASOS. Well good luck as they have no telephone number. And of course only a bot responds to my email complaint. Horrible company.

Worst company ever! Their delivery takes forever and if you don't pay the 30£ extra for Express shipping you can't track your parcel! I contacted the customer service and I'm asked to wait for an extra month! Meanwhile my mom pregnancy is almost over! Last time I'm ordering from them

Worst online shopping experience. The time I've lost trying to have my money back -_-
- non-announced fees
- incorrect refund
- packed one order in two parcels and shipped one in express delivery with fees even if I never asked for it. Won't take the responsability for it.
- inflated taxs %

Return was shipped 2 weeks ago and I'm still waiting on refund. After messaging ASOS they finally processed the return but state it'll be 10 days for it to reach my account.

Ridiculous.

Sent wrong size and could not replace. Customer chat is terrible. Delivery was way to slow. Will not use in the future

I have never had a worse experience with customer service before talking with ASOS customer service. I live in Norway and when I was going to order for the first time from their site I asked if I it was possible to return my product if it was to little in size or if there was another problem for free. The answer I got from the customer service chat was "Yes you will get free shipping when returning a product that doesn't fit you".

When I then decided to return the top that I bought (because it was in a super small childlike size) I had to pay for the shipping. And not only did I have to pay to send it back, the price for sending it back was the same price as the top.

I would obviously never send it back if it wasn't for customer service telling me it would be free like a week before. I asked customer service again if there was a mistake and showed them a screenshot of the chat where the lady told me it would be free. The answer I got was "Well that's not the right information that you got from my coworker. You can't always have it your way, have a nice day". And just told me it was my problem that someone from their company had given me the wrong information.

I'm never going to by anything from ASOS ever again because of this bad experience.

I ordered 4 items. 2 were faulty. A silky top had a hole, and shoes arrived with thoroughly dirty shoelaces. Still haven't received a refund for the top and have waited a long time. Have wasted a precious hour chatting to Asos customer service. The first staff member literally ended the chat instead of answering my question, and the second person told me there's nothing they can do. There were other details but it would take too long to write them all down - the summary is they are a terrible business and there is nowhere on the website where you can make a complaint against the customer service team. Literally the only option is the live chat resolution, which is a very frustrating experience that will get you nowhere. They didn't offer me anything.

Very poor Quality for clothes. Once used Asos but never again. Do Not Buy There its not even Cheap enough for that Quality

I almost placed a large order until i decided to check out the reviews. Can't thank you guys enough.

So, Tried to place an order with ASOS following them sending me a 20% discount code... did not work on their system and concerned re items going out of stock, so placed order and messaged them to ask can they apply 20%... answer no... asked for someone to look into as surely can see my perspective... answer no. Later tried it and discount code did work, so clearly their system issue. Still no one interested in this. I said I would therefore send order back and replaced order... code stopped working again... they offered me a 10% code instead!? How is that fair? So now I have 2 orders on the way, one with 10% discount and one without. Orders BOTH RECEIVED IN ONE BOX WITH NO INVOICE... 2 x socks packs were both wrong items in both orders, 1 shirts big hole in them, 1 missing item all together... tried to get help... TOOK 1 hour and 55 Mins on a chat to get them to refund fir 1 missing item ( still not done just said it would be) and get the returns labels... they told me to PUT BOTH RETURNS LABELS ON SAME BOX WITH 2 orders... I said how will that work as Hermes will have One parcel with 2 different labels on? Which do they scan? It will cause issues. ASOS said no it is OK... so I messaged the Hermes guy and he said I can't accept a parcel like that! Asked for a manager/ complaint to be logged at ASOS... answer no... SERIOUSLY, HOW WRONG CAN A COMPANY GET IT... answer THIS WRONG! Seriously dreadful... I have no words to describe it all... above just facts... At the end of the chat the agent advised me the managers are ‘ not capable' of helping... says it all really... neither are the agents...

I paid extra for express shipping to receive my order last week. I checked with Australia post as it's been sitting an hour up the road for nearly a week and they said it wasn't marked express! I contacted Asos, provided them with the screen shots from Australia post, they didn't follow up, and won't provide a refund on the express shipping I never got! Just told me to be patient and wait. That's exactly what I paid extra NOT to do! Have put in a paypal claim for the entire order, it's no good to me now. So annoyed and zero assistance from asos.

Purchased a pair of chunky Chelsea boots for my partner, 6 months later one the boots completely snapped in half at the bottom, leaving my partner with no option other than to hobble home with a boot full of mud and water. When reaching out to ASOS online chat, requesting a refund with photo proof, I was told that I needed to package the product and return it to them so they can ‘asses' the fault and get back to me once they received it within 10 days. I argued that this is preposterous that an unhappy loyal customer with a clearly faulty product, is being asked to go out of their way to purchase packaging (they are very large chunky boots) and return the item via a shops collect service, just for them to ‘assess' the fault, as though it were something I'd deliberately done myself! When requesting the details of a manger to escalate my claim further, I was just ignored and given a link to leave feedback where my views ‘will be taken seriously'. Absolutely shocking service and will certainly not be purchasing anything from them again, and I shall be cancelling my premier account from here on out.

Fell for the trap and good items they advertise online. However they package won't be delivered to you until you pay applicable fees, which you don't hear anything about prior to purchase (that is unless you spend your time scrolling through their FAQs for the tiniest details. So the Canada post notice I got required an additional $35. Please learn from my mistakes and spend your money elsewhere... also pretty sure the "help" chats are automated for a large part.