ABSOLUTELY HORRIBLE CUSTOMER SERVICE EXPERIENCE!
Back in July, I purchased and paid for 2 similar pairs of shoes. Despite the tracking notification indicating that both pairs of shoes have been shipped, only 1 was actually shipped and received. I have been in email hell (since there is no way to contact an actual person) for several months trying to receive a refund for the item I never received. The sheer run around and frustration is NOT worth ever buying from this company as there are plenty of other merchants!

I personally think that materials and quality depends on the range of price you would like to spend on ASOS. When I first bought collusion's T-shirts which was around 20bucks the quality was really unexpected. I was really disappointed but again I bought this collusion unisex oversized check blazer set spending more than 100bucks I was pretty nervous at first but then, I am really happy to receive the quality I expected and the size guide is just perfect. I am loving my new suit

I ordered a pair of boots that cost over $200. Due to delays in shipping, I expected it to be delivered past the delivery date. After a few weeks, my tracking states that there was an error in delivery and the product was getting returned on its way back to them. I reached out to their customer service on Twitter and they confirmed that my item was being returned so they told me to re-order them and get a full refund on my first order. I stupidly trusted them and ordered it again, only for both orders to end up coming in the next couple of weeks. The worst part is the second item had a $75 dollar collect on delivery fee. It seems to be a common problem with Canadian customers and they refuse to note that on their website. Then I had to return one of them, which cost another $22. So now, they basically took $97 out of my pocket for no reason over some miscommunication. But then I run into a new problem of course. As I finally returned one of them within the 28-day return window, they decide to only give me a return voucher instead of the full refund I am qualified for. Their customer service constantly gives me the same kind of response, counting the days from the expected delivery date rather than the actual delivery date. I have been reaching out to them from all their platforms, and someone new responds each time and ignores the previous email so you MUST include the full issue in every message. They don't have a phone number to be able to speak with one person that can have a full understanding of the issue. Also, every time I gave a proper response as to why I am qualified for a refund, they just stop responding to me. ASOS basically robbed me of over $300 as I have no intention of using the $200 return voucher. Do not buy from them. Ever. The prices seem good but if you encounter a problem, good luck getting any help on it!

I sent items back and the tracking says received but months later unable to get a refund because they insist their records show that my payment was declined and the order not sent! I sent a screenshot of my credit card statement and gave the tracking number. Receipt of my return package but they just keep repeating, I'm sorry we never received a payment from you so can't refund. A different person replied to every email and ignored the total history so I had to keep repeating. They clearly son't understand English well. Its like dealing with a call centre offshore. Except all on LIve Chat or email. They would think their customer service is good because they have been trained to say nice things like: have a nice day" and "don't worry I; m here to sort his out for you". By the way their clothes are cheap junk. Would never buy from them again. I attach receipt for return package and credit card statement for the payment.

I was charged 117 CAD on a 357 CAD order for three pairs of shoes shipping from the U.S. this is 33% of the value!

These charges are not warned about during the shopping process, in order to find out about them on ASOS, you have to search through the FAQ's however, they should be mentioned from the checkout section so people are aware before purchasing.

And no, it is not because they only apply to certain references. Costumer service told me that all of the shoes bought in Canada are shipped from the US warehouse, which means, ALL their products are subject to this "fee"

They also have a 15 percent discount for Canadian shoppers, precisely because of these outrageous charges, that is not advertised anywhere unless you spend time surfing through the FAQ's. Why?! Why don't they advertise it?
Perhaps they don't want people to find out about the charges before purchasing? (Sounds like they're scamming people to me).

There are much better Canadian websites that can be shopped from where you don't have to deal with all of this.

https://www.theshoecompany.ca/
https://www.softmoc.com/
https://www.dsw.ca/en/ca/

I ordered a pair of pants size w26 and I received a w34. I thought "ok I'm going to send them an email saying what happened and I hope they will help out" well guess what!? They want me to pay even for the return (22.20$ For Canada post as if I'm made of gold and as if it was my fault!) they didn't do anything for THEIR OWN MISTAKE! I'm never ever gonna buy anything from this site anymore, it sucks, the costumer service even more! I spent a ton of money for the pants and now I have to pay even for the return? No!

Every time I shop here they cause me stress. Spending your money should not be this hard. They do not pay their staff enough to care, so I have received incorrect and soiled goods, and then they refuse to rectify it and repeatedly send the same stock message if you ever manage to contact them. PLEASE DO NOT GIVE THEM YOUR BUSINESS. Yes they are convenient, but they support fast fashion and treat customers and staff terribly. Shop small, sustainable brands less often. :)

I have a full conversation transcript with one of the advisors regarding my next day delivery - reference number ASOS: *******

Due to the couriers incompetence I have been denied the service I am paying for (Premier delivery) as the long term customer of Asos. Feel free to review the orders from the past.

I have a proof courier was never near my door. Unfortunately, case was neglected by the customer care representative from Asos.

When I asked three times for the contact details to the supervisor, I was given plenty of rubbish, instead of the vital answer.
I was also promised a call back by the end of yesterday, which was also ignored.

Your company is lying to people, denying the service people are paying for. Furthermore, you are ignoring the customers complaints whenever he or she are directing to you, passing plenty of meaningless phrases.

This is disgraceful practise and I shall guide that review further, with all the necessary attachments, hopefully it will reach your executive officers.

Right now, I am without the item I have paid for (which I was explained, can take up to three different delivery attempts, on the NEXT DAY DELIVERY, joke). I am expecting to be conpensated for the way your customer care is treating people, lying to their faces, and giving false promises, such as a call back.

Regards,

Tomasz

I have been trying to return a dress I ordered for a while now and problems keep occurring! Firstly, a label that I can put on the package to return it is not available, which makes the whole process take a lot longer. I should also mention that I could not locate my package and when I repeatedly asked for help I received none! It is a miracle that the package was later dropped off and I received what I had ordered. The customer service of Asos is really not the best. Bear in mind, this is probably the tenth email I have sent to Asos about this dress, and my patience is wearing thin! It seems as though I have been part of an elaborate scam, and all I want is my £25 pounds in return money.

When I tried to go through the return process, Switzerland was not an option as a country even though I ordered the dress to Switzerland! I also signed up for the one where the post-service collects it from your home, but when I tried to enter the address, only drop-off points were suggested! Yet another lie. Even when I selected a drop-off point close to my home, the website kept sending me back to the address section, even though I had selected a drop off point and it looked as though address details were not necessary anyway. I am so tired of trying to send the dress back but will keep trying as if I give up, only Asos will profit from being so difficult. I have sent many polite emails about this particular dress but my patience is wearing thin and I am receiving NO HELP. The reasons for the return are that the dress arrived too late for the event, and when it arrived the quality of the material was dreadful and the shape ghastly.

I really hope that some kind of help will be offered, as if I cannot return this dress, I will never order from Asos again. They have a total lack of respect for their paying customers, and I have neither the time nor money to be constantly dealing with this issue.

I ordered shoes that didn't fit so I tried to send them back and get a refund... after weeks of trying to get a return slip I finally sent them off. Weeks past and still noting, I tried to contact them multiple times and nothing happened. After three months waiting for my refund they finally sent me an email saying it was on its way. That was two months ago and I still haven't gotten my refund and they won't get back to me from ALL the emails I have sent them. This company is $#*!. Do not shop here they have terrible customer service! I don't think i'll ever get my refund I deserve and I will never be shopping or referring this company to anymore and I will be advising people not to shop here. Giving you one star is generous...