Thieves. I wanted to place an order and paid via Asos gift card. They canceled my order, put the money to my gift balance and blocked my account. So now I have money on the account that is blocked. They just stole it. If they didn't want to accept my order so they should've found a way to return the money, they can't just have it like that

I bought a pair of Nike shoes and they sent me a fake pair! I returned, asked for the refund, but they never answered back! There is not way to contact them, no email, no phone number, just a chat that NEVER works! Terrible online store!

I was hit with duty and customs fees that I was not expecting given the value of the items. The shipping label looks like the package came from the US which makes the duty even more questionable. There is no packing slip within the package so I have no idea if they told customs the wrong price. I am not happy with the items but not willing to pay the shipping cost to return. If I did I would have spent $50 on nothing. Won't use them again.

I recently purchased a unisex oversized belted trench coat in sand from ASOS's Collusion range. As a lover of anything oversized, I was not disappointed. I would advise not to size up, as I got the trench in my usual size and it was perfectly oversized. I got this on sale for £26.75 and it was originally £45, the trench is 100% cotton with satin-style lining detail. I mostly love the sandy colour as this complement's majority of the outfits in my wardrobe, the press stud buttons, and the tie waist also add to the beauty of the trench. This will be worn majority of this spring season.

I love their cloths but sadly I would never order from them again, the made I mistake when I order i suit for a wedding and when I contact them customer services was terrible and they didn't wanna do anything to fix the problem, Im really sad because I really like the cloths but the need to fix their customer service and get better at fixing clients problems when they're the once that made the mistake

Asos is an absolutely terrible company with the worst customer service ever. I had to pay an additional $65 dollars on my $165 order to pick up my package from the post office. Customer service was not willing to help at all. Order at your own peril!
They say some stuff about giving a 15% discount to cover sales taxes, this is clearly not sufficient.

DISGUSTING
DISGUSTING, SHAMEFUL, FRUSTRATING and the mist SCAMMFUL company in the history of shops!
Sent me a FAULTY item - mind you I paid an insane duty to pick it up from the local post office then again I had to pay for postage to send back. DID not issue a refund for 2 months despite receiving the item back! HOW THE HECK is this company not facing lawsuits yet!

PLEASE PLEASE PLEASE read the reviews and don't undermine the negative reviews! Please DO NOT ORDER from them!

I do not understand how Asos have so poorly managed Topshop orders during their acquisition process. I was one of the unlucky people who tried to return part of a Topshop order days before they were acquired by Asos when overnight everything Topshop-related disappeared off of the web. I have been waiting for my £56 return for 2 months and have tried every avenue to try and get this issue resolved. Topshop have disconnected their phone lines & redirect all communication regarding orders to Asos - who funnily enough claim I need to contact Topshop. The only way to contact Asos is via online chat and instead of helping they repeatedly claim they know nothing about this. If a company has enough money to acquire another, surely they have enough to have a implement a better process than this? During these difficult times I think it is disgraceful either company have refused to provide help on the money I am owed.

Purchased with ASOS in 2017 and had a far better experience so I am in shock with how downhill the service /customer service has become. I never received my order as it was "delivered" to the wrong address. ASOS advised that they delivered to the address in their system HOWEVER, I did not provide said address. It was not a prior address nor an address I am familiar with. A completely random address! Their suggestion is that I go knock on a strangers door and request my package returned. In reading the reviews and the complaints on the BBB, this same situation has happened to many others. Not sure what type of scam this is but changing addresses and claiming the package was delivered to said address with no signature required and no picture to confirm delivery seems they are taking money for purchases they never actually send. I will never, ever, ever order from ASOS again.

Let me start off by saying that I love shopping through ASOS. They have an excellent selection of clothes featuring a variety of brands, and I love looking through the newly added section. However, I can no longer tolerate the unnecessary charges to Canadians. On the regular, you are required to collect your parcel from Canada Post - you will be forced to pay taxes. If you have ordered a large amount, this number can quickly add up. While this is not the end of the world, and ASOS offers a 15% discount for Canadians, this is something that it not advertised. The real issue is that items will be randomly shipped through DHL, where you will be forced to pay big bucks. I recently made a purchase of $168, and one pair of jeans (by the brand Collusion-which I have ordered from before and was not shipped through DHL), was shipped through DHL for no reason, and they now want me to pay $31 on a $50 pair of jeans. For a last minute add to my order, this is very infuriating. I contacted ASOS and they simply stated that "this fee will be charged regardless of the price of your parcel and we cant control these charges as its mandated by your country..., its a good idea to contact your local customs office for current charges before you order, so you're not surprised by charges you weren't expecting." While I understand that packages may be shipped from another country and have charges, they are essentially blaming me for "not checking the customs office before ordering" which is impossible because they offer one shipping option - standard shipping, and they do not tell you which company they will be using. It is only after you have placed your order do you receive the lovely DHL charges, so there is no way you could prevent it. I also spoke to them about how we are now getting screwed over when we try to returns items. You used to be able to print your return slip and ship your items back through a courier of your choice- you would pay of course. However now they are forcing us to initiate returns through a program called Rebound - it forces you to pay $22 just to make the returns notice and prepaid label. This is per order and you cannot make a return slip without paying it. I asked them how this is fair, say if you had three packages with only one item to return from each package, you will be forced to pay $66 to return say, 2 pieces of jewelry and a swimsuit top. They had no answer and immediately reminded me of the15% discount they offer - because that surely covers all of these charges? I have ordered from plenty of US companies and UK companies and never gotten this many charges - at least the UK companies are upfront about the taxes and duties, usually adding it to your total before you pay. Many people are understandably shocked and angry because they are shopping on the ASOS Canadian website and ASOS is not upfront about these charges. This will be my last purchase unless they develop a better system for us.

I should have read previous reviews. I received a wrong size and reported this info to their 'customer support'... Was told that i can return the item, pay return shipping which will not be refunded... Even though the item is wrong and not what i ordered. There are many reviews on the ASOS product pages when people received wrong size - please be aware

We paid for a next day delivery
We paid for a next day delivery. In fact, we paid more for the delivery than for the item! We obviously wanted it the next day!
The item didn't arrive! But we received a message from DPD asking if we were happy with the delivery! To which we answered "no"! Annoyingly, as soon as we answered "no", the picture that was on the message showing a door which was not ours, disappeared miraculously!

Asos instead of refunded the money to us, is asking us to wait until DPD comes back to them.

I am extremely disappointed with Asos because I did not buy the item from DPD! I bought it from Asos, so Asos should refund ME the money and deal with DPD accordingly! But Never ask a customer to wait when they have a picture of the item being delivered at a wrong address!
The last straw was when Asos told me that DPD acknowledged they did deliver at a wrong address and asked Asos to tell me to go and get it from this other address! ( DPD requested this even though they already knew no one lives at that address! And they know that because we already informed them that we went to the address and no one lives in that house!)

Last but not least, how come DPD is asking people to go to other peoples houses to collect items when we are supposed to minimise human contact under current rules!?

Placed my order on 7th February. They shipped on 8th Feb "allegedly". I was supposed to get my package on 26th Feb. Today is a march 5th and still no update about my order... Very unresponsive customer care.

I bought all sorts of items and qualified for next-day delivery. I waited for it the following day and never received it. Checked my email and never received a tracking number for it either. Spoke to a customer service representative and did as best they could to help me with the problem on their end. Here I am three days later barely got a tracking number. Apparently won't be receiving my package til the ninth which will be a week later. I guess next-day air means week later delivery go figure ‍.

I'm very disappointed with the unexpected customs charge which was almost half the cost of the order. The clothes themselves were poor quality and the sizes were off. Returning them would cost me even more money. Customer service was so unkind and cold.

This company is running what seems to be a shipping scam in which they promise free shipping, but unload delivery fees to the end user only at the post office. But their refund can only be initiated once the item is received (which also requires a hefty postage fee). So you have no choice. Even if you wait for the Post Office to just return the item to sender, you run out of time to meet the exchange window. Customer service representative handling the issue gave us no solutions except to go on and on about how there was an issue with this and that. So we decided to eat the cost of the fees, but we will never be shopping here ever again. This is not what a global retailer should be. Highly discourage others from shopping here.

WORST COMPANY and WORST EXPERIENCE EVER!
This is my first time writing a review - experience was so bad that I had to write one.
I will just say that I have experienced better service on ebay and that's saying something.
NEVER AGAIN! KEEP AWAY!
I ordered a 5 pack of an item, they sent me a 3 pack. I requested they send me another two as they set me only 3 and I ordered 5. I provided images not only of the three items but of the packaging including the tracking number and barcodes on the shipping label and it clearly says "3 pack" on it.

They refused, they said first I need to send the first three back so they can 'verify' it which will take 7 business days and then perhaps give me a refund, and perhaps not. I don't have time for this nonsense, I work all day every day and need to hold my job.

They had all the details and photos and they could easily check all the details, check the barcodes, check their warehousing and inventory management systems and check what they sent me, but they refused to and instead sent me a bunch of hoops to cross through, in the hope that it would be too much and I would just forget about it.

Well I havent and I will never shop with them again! Even eBay once you send photos, they check what they have sent you and if you are correct they will send you the missing pieces without hesitation - I know because it just happened to me on ebay.

I ordered a jacket from ASOS late November/early December hoping to receive it and give it to my wife as a Christmas gift. There was some confusion with the delivery between ASOS and DHL. I live in Japan, but my package was on it's way to Hawaii. I emailed ASOS Customer Care and a lady named Kim was the biggest help. She got the issue corrected immediately and I was still able to receive my package in a decent amount of time. I wish I had gotten her last name. Thank you Kim for your prompt response and for all of your help during the holiday season when things are crazy I'm sure. You are much appreciated! We loved the jacket!

ASOS has really cool clothes, shoes etc. but TERRIBLE customer service. They have no live people to help you with your order if something goes wrong. I chatted with a person (or a bot maybe?) within an hour after realizing my order was sent to the wrong address. They did nothing to correct it or cancel my order. Their advice for me was to "go to the place where your order was sent". So ASOS, you're telling me to break into my old NYC apartment (trespass and break the law) just to pick up my order that was accidentally sent to the wrong address? REALLY? BOTTOM LINE>DON'T ORDER FROM THEM>DON'T WASTE YOUR TIME AND MONEY. I spend $92 on what? Clothes that I will never see or wear. I have zero control if they will be returned. Perhaps I will come back to order stuff after they get better customer service. Until then, BYE ASOS