Do not buy from this store unless you plan to keep everything you get because the returns system is a convoluted mess designed to keep you from getting a refund. I filed an item I received as faulty and began the process to return it. I contacted customer service to make sure they would refund me the postage. They confirmed that they would because i had marked it as a faulty item. When the item arrived they refused to refund me because they said it hadn't been processed as a faulty item. I showed them the original email and explained that I had marked the item as faulty as well as proof of purchase for the postage but they refused to refund me.

I purchased shoes at the end of March 2020 from ASOS (when COVID started) and I left my apartment for 2 months. When I came back and tried on the shoes, they were too big. I contacted ASOS asking if they could do an exchange (not even a refund) and after following up multiple times they said they "don't do exchanges anymore". I'm super disappointed because of everything going on and once again, I'm not even asking for a refund I'm just asking for an exchange.

I've never experienced such a hassle for online purchases. First-order and didn't receive my package, when contacted customer service noted that the delivery address number and zip code was typed incorrectly and they told me that it is my responsibility to retrieve the package at the wrong address. No refund, no resend after multiple emails requesting that (1 month of back and forth). Waste of money and time. Stay away from them.

I order a grey sweatshirt and grey jogger for my husband, when I placed my order you can clearly see in the picture and in the description line that the both items were grey. When I received my order I got a grey sweatshirt and a Black Jogger(sweatpants) When I told them I received the wrong item they just told me to send it back and it will take 18 days to replace it. I'm going to Italy and I don't have 18 days to wait for this pants. A sorry don't help. Do not order from this store this happened to me twice already but for sure it won't be a 3rd time.In the labels you can clearly see that both were ordered in a grey color. I do believe that they didn't have the color I order, instead of asking me or notify me, they just send it, since it's so difficult to return or get you money back they figure no body have time for that they just going to stay with the order. I really dislike this website never again.

I ordered a pair of pants and paid for express delivery first week of March. Fedex and myself tried to contact them for weeks with no reply... they lost the package and it never left England. At this point COVID had hit and I was being generous with communication or lack there of. By February I finally spoke with a real person who offered to send me a replacement pair. I waited and waited for a tracking number to which I was told repeatedly "coming soon!". By early May I learned they sent the package without tracking (even tho I paid for express FEDEX) and was to arrive by the 21st. SHOCKER it never arrived! So I emailed AGAIN, same story, bounced from person to person with no answer until I was told to wait till the 12th of JUNE. Which I did. And guess what its now the 19th of June. No Package. Nothing but automated responses. Ive asked for my money back, repeatedly. NOTHING. NADDA. $#*! THIS COMPANY! I have NEVER experienced anything like this. Just to reiterate, I bought a pair of pants on March 1st due to arrive March 4th... and here we are. Avoid this company like the plague.

I recently just did my first order with ASOS. It took them over 2 weeks to get my order. Had some items that I needed to return but I couldn't sign back into my account. Kept saying my account got blocked. Their forgot password doesn't work. I emailed them 5+ times but kept getting the same email telling me that they will get back to me but never did. So now I'm stuck with stuff that I can't fit into. Horrible customer service. I feel like I got scammed with this website.

I bought two dresses on sale. The cost for both dresses were CAD108. Now, i understand ontario has HST of 13 percent and it was mentioned in asos website that there will additional charge of 10 dollars something.

I refused my delivery to pay that extra CAD46.56 which is way more than the actual cost of duty customs fee. Unfortunately, i will not be ordering from asos anymore because of these heavy duty fees.

I never got to see the dresses or tried it on. I was pissed off to see the prices are so high. Im. Gonna shop with ohpolly because i spent hundreds there and still didnt get any custom fee for it.

If I could put a 0 star I would! There's absolutely no one to contact for customer service. They don't reply to emails or social media messages. I have tried to contact asos multiple times but have yet to receive a response. I have ordered 3 separate orders all over $75.00 to Canada to only be informed by my shipping courier that ASOS company put a COD amount of $33.86 on each order (x3 = $101.58) EXTRA that I'm suppose to pay to ASOS before I'm even able to pick up my parcels at the post office! I will never ever ever buy from this company again and I hope if you're from Canada please don't waste your time or hard earned money on this company!

I ordered a pair of GHD straighteners and some heat protection spray plus 4 tops for my husband birthday. The order turned up but the straighteners and protection spray were not in the box. I phoned asos straight away and the man I spoke to said they could give me a refund not unless I wanted to pay another two hundred pounds to buy another pair. I replied that I would like a refund. I was informed that it would take 19 days. The next day I was emailed and told that they wasn't giving me a refund and would not except any more orders from me and that they had blocked my account
They also stated that they would ignore any emails from me. I then spoke to my bank who have taken up a dispute with them. There customer service is appalling and I won't be using them again. And if needed I will take them to a small claims court.

I had a terrible experience with ASOS - it was my first order from their app, and I live in Canada. First of all, I was not able to get a first order discount (ASOSNEW15) - it said "sorry, this promo code does not exist", and their chat didn't help me at all (took so long and no help in the end).
So I ordered for a total amount CAD 116, and a free delivery option. Kind of expected to pay around 13% tax. It was send from NY, USA to ON, Canada which is pretty close. But after clearing customs in ON (Burlington) it was sent to BC (Richmond), I was surprised about that (why would they send it to a different side of Canada?) but whatever.
And now it reached a post office and I got a pick-up card with 47 CAD to pay as tax (Almost half of the price of my order!). While checking Canada Post and Canada Border Services, I figured out that there is no point to contact them and the best option will be to get my order, pay whatever tax they want me to pay and delete the app from my phone and never bother again. I am very angry. Telling all my friends about this terrible experience. (Don't know what to expect for a second order of total CAD82).