I agree with the numerous other posts citing the absolute lack of customer service exercised by this company. I received an email stating that my return would be refunded to my account and then they proceeded to provide me with a credit instead. When I inquired about it they simply stated that was an automated message and I should not have taken it seriously. I replied that the message was an error on their part and they should honor was they said. They flat out refused and eventually ended the conversation on me! (It was an online chat since they don't have a phone number listed... how convenient.) This company lacks any and all sense of accountability and if it's going to survive (ie. Not lose all of its customers) it really needs to revamp how it approaches customer service situations. Oh, and stay true to what they say! An absolute disgrace.

If I could rate this site a 0 I would. I ordered a dress they took my money and I never received my item or even a confirmation. When I contacted customers service I've emailed back and forth 10 times! And each time was a different person. I gave them all of my information including a screenshot of my transaction with my credit card company and they still wouldn't give me MY purchase information! They refused to. It was like talking to a bunch of robots. Til this day I still haven't received my merchandise. Never again will I be ordering from such a terrible website.

DPD HAVE A THIEF WORKING FOR THEM!
ASOS works with DPD who delivers their items. I had a pair of trainers which was stolen by a driver called Nathanael, I was not present when the item was delivered to check if the parcel was tampered with. When I collected the parcel it had holes on the packaging, the driver Nathaneal poked holes into the packaging to check what was on the receipt, when he found out what was inside of the packaging Nathanael opened up the parcel took the trainers and sealed back the packaging with. I contacted ASOS with photo evidence on what has happened they told me I would receive an email within 24 hours in regards to my order. When I received the email it stated it is rare for their items to go missing, therefore they would not deal with the issue and I should contact my bank for a refund. I have a missing item, there a thief working for DPD also ASOS is not providing a replacement product to a loyal customer who item has gone missing to top it of I would need to contact my bank for a refund. Not very helpful at all do not care about their customers and DPD DRIVER NATHANEAL IS A THIEF.

1. Ordered goods and paid. Got order confirmation, then days later got an email saying order didnt gf through. Then items were sold out.
2. Attenpted to try again, purchase different items, tried to pay with PayPal- got error message saying it did not work. So paid with my card instead. Asos took money from both. Unable to contact them, no reply to my emails or facebook messages. Still not resolved over a week later. Worst online experience.
DO NOT TRUST THEM

How is the company still in business?

First off, I keep making the mistake of ordering from them when EVERY SINGLE TIME I order, they get the order wrong. Either the size isn't what I ordered or the actual item I ordered is mixed up with something different. FIRE YOUR SHIPPING AND WAREHOUSE MANAGER!

Their brand sucks, nothing fits well and that's saying a lot for me, it's always easy for me to fit in practically anything. Their clothing line is the least of their concerns, though, shipping, customer service and warehouse packaging is just embarrassing.

I hate this company.

I wish I could give zero stars due to poor quality, lack of communication, horrendous customer service, late delivery and ultimately the company sending an EMPTY BOX (which they claimed "got lost"). I'd also like to add for reference that I have NEVER written a bad review on any company in my life.

I ordered a few items for the first time from ASOS. One of the items I had to return because the material was like tissue paper, the other (a dress I ordered for a wedding) had a broken zipper. I had to return the dress and repurchase a new one rather than having a replacement sent out for me. I ordered the second dress at the end of July and was told that I'd be receiving the dress Aug 2nd.

I came home from a trip August 11th and the package had not arrived. I then had to contact the company 3 times to get a straight answer on why my package had not arrived. I was assured by the first two that I would get an answer "in 24 hrs" (this is days before the wedding).

Finally I was told by someone on my third attempt that the dress was lost, that they were out of stock and that I would just get a refund. I called FedEx to follow up and FedEx reported that the box ASOS sent out was actually empty, hence why they never delivered it. ASOS denies this, told me they would only give me a refund. No extra incentive to make up for the inconvenience.
So I now have no dress for a wedding that is in two days and spent about 45mins of my own time attempting to just get an answer.

Needless to say I would rather go to Nordstrom on Black Friday than ever order from this company again.

You cannot place an order with ASOS without providing a valid phone number. A company does this for one reason: your data is a valuable commodity for them to SELL/TRADE TO OTHER COMPANIES. The customer service rep I chatted with regarding this issue says the reason they request a cell number is for delivery issues, but when I requested to handle any such issues via email, (which works fine for other companies), they refused this option. Any company that FORCES YOU to give out your cell number has alternative plans for it--like trading or selling it to. So, by all means, if you don't mind being spammed by every Tom, $#*! and Harry out there, place an online order with ASOS. Deeply disappointed, will never order from them and will warn others away.

I live in Alberta, Canada. I've made 3 separate orders from Asos over the last couple months. I feel for the negative review writers but I have had 3 good experiences. The first 2 I paid the $20 express shipping which came within a few days as stated at checkout. The 3rd, I got the free shipping which came on time but I had no access to shipping company and/or status updates. I got one update when order first shipped but nothing after that, not even a delivery notice. I paid $25 customs for 1st order/2 items, $45 for 2nd/3 items. I just realized I didn't have to pay customs with the 3rd order/3 items and free shipping option! I've been really happy with the "ASOS Design" clothing line, good pricing for fair quality and trendy clothes.

Order was placed on Saurday 27th july for a dress to be delivered amongst a few other items in light of a party tomorrow (wednesday). I selected next day delivery. It was out for delivery sunday at 10am. At 7pm an update from Hermes saying there has been a delay. Yesterday an update saying has been returned to sender. WTF! Where is my parcel? I ordered with plenty of time for my party and all customer service said is when we recieve the item back from hermes its 10 days for a refund in the meantime feel free to order again and when I mentioned I didn't have the funds. They told me to use Klarna and pay Klarna when I am issued the refund. I asked to speak to the manager and was told that everyone at ASOS customer care has same level of training so could not pass me onto a manager.