I just purchased a dress three weeks ago and it took them almost 2 weeks to ship and deliver it. When I got the dress it smelled like someone had worn it for a while and then returned it. I immediately shipped it back but was only given a partial refund. I contacted customer service through an online chat to tell them about what had happened but was asked if I had taken any pictures. I don't know how you would be able to take pictures of that lol. The person I talked to regarding this was Janine and not only did the process take 24 minutes (she took a long time to respond) but she was also rude. I do most of my shopping online and I have never dealt with customer service this horrible. Do not purchase anything from this store, not only do they cheat their customers but they also don't value them. The clothes are ill-fitted and not very original; you can find most of the same styles elsewhere. Save your money and purchase from a company where you matter.

I love ASOS's clothes, but their customer service is ABYSMAL. I was on two online chats with two different representatives for an HOUR, an got absolutely nowhere. I had purchased one-year Premier Shipping for $15, and when I purchased my clothing order, it said "Premier Shipping Active" in the checkout. When I received any order confirmation however, the delivery date was with standard delivery. I reached out to ASOS through chat (because, annoyingly, they do not have a phone number) and received absolutely no help at all. I waited up to TWENTY MINUTES for a response at times, and at other times the customer service agent literally answered a question of mine by copying and pasting a line from the ASOS website. The rep said that he was "transferring my query to a team of specialists"---aka passing the baton and trying to get rid of me--and could not give me any timeframe as to when they would contact me. When I became frustrated, the customer service rep ENDED THE CHAT. Completely unacceptable customer service. I spend a lot of money on their website, and I expected better than this; they treated me like an annoyance, and didn't help solve my problem due to their horrible customer service.

Horrible experience and after reading other reviews I realize I'm not the only one! First they sent me the wrong dress, then they claim they didn't receive it back and wouldn't refund me cause I don't have a proof of return, I dropped it off in a ups box. I ordered the dress again as it was for a wedding and received a broken zipper. Then paid for expedited shipping and it still arrived 2 days late. No number to call and speak with someone. Horrible horrible experience and I will not be shopping again!

This place is horrible. Don't even consider buying. The customer service makes everything your fault and basically takes no fault. If the package doesn't arrive it's your responsibility to inquire with the company that shipped. You never get your money back. If you return something and they "don't receive it", without proof of postage (whatever that is), which they only tell you you will need after the fact, you don't get your money back. They take forever to respond and play dumb when they do. Waste of money on bad quality product.

Hi guys,
I would like to share with you my online shopping experience at ASOS.com

I have placed an order on Apr 8,2019. Based on provided information by ASOS, I've supposed to receive my order by Apr 30,2019. On May 1,2019, I have contacted ASOS help team with information that I haven't received my order. Within few hours, I've received an email from ASOS help team, which says that the apologies and asking me to wait a bit longer (by May 20). On May 21, I contacted ASOS help team again, informed them that goods haven't arrived & asked them to refund. ASOS team replied that it's very seldom goods don't be delivered & blocked my account without providing me any refund.
I'm a person who paid ASOS for nothing!
If you need any details or proofs, pls contact me: *******@gmail.com so I'll be happy to provide you with all necessary information.

The quality of the items I've purchased from ASOS is always great, which is why I give them 2 stars. However, their customer service and return procedure is HORRIBLE. It is so bad that I refuse to shop here anymore. After ordering a dress on April 12th for a special occasion (and paying extra for faster shipping), I ordered a size 8 and received a size 14. After noticing this I tried to find a phone number to reach out to ASOS to see if they could overnight me the correct size, since the mistake was not mine. Once I realized there was no customer service number I chatted someone inquiring about the overnight shipping. Whoever I was chatting with told me this was not possible that I would have to purchase a new dress, pay for overnight shipping, then return the wrong size dress and receive a refund. Instead of ordering the correct size I simply decided just to return the dress and get a refund. I returned the dress on April 18th. It is May 29th and I have yet to receive an email stating they've received my item nor have I received my $70 refund. I was just chatting with someone in customer service asking about this and after about 5 minutes he comes back to tell me that their system is 'down' and to check back in 30 minutes... then he ends the chat session.
Not happy with this company and their customer service! I will be spending my money elsewhere.

This is the worst on line retailer in the history of on line shopping. They provide zero customer service with a side of I don't care, it's your problem and snarky unhelpful information. I sent back $200 worth of good with their enclosed label and return form the day after I received my items. It has been over two weeks now and 3 chats and 2 phone calls and I was told and I quote, it's my problem until it's in their system. Here in lies the issue: they have no system of notification once that package is dropped off. The return label is affixed to return with return item sheets and no receipt for tracking is left with you. They do not have a system in which UPS notifies you that they have scanned your return for transit like most do. Once you drop it off they take no responsibility, only your money, for the return or refund, even if you do exactly as they direct. Their attitude is terrible. The reps are condescending and lack any thing resembling a single brain cell or original thought. They are scripted, uncaring and completely useless air takers. I've contacted UPS myself and I was told it's actually on ASOS to provide information about the labels they create as it is ASOS account. To date idk where my return is and I'm highly suspect I'll receive a refund anytime soon, if ever. The worst part is that part of the reason for my return is they shipped me the wrong items. I should have kept everything and sold on Poshmark, at least I would get some money back. There is not an on line retailer I can think of that takes over 3 weeks to scan in a return and issue a refund. Did I mention that I'm on the west coast and this was UPS ground to the South. That's only half away across the country which is guaranteed 5 business days delivery. So Where TAF is my refund 3 weeks later? This will be my last purchase with them and I will review their poor attitude and service and antiquated system every chance I get.

I bought a pair of shoes and sent them back right away because they were poor quality! That was exactly two months ago and I still haven't received my money back. When I contacted them they confirmed the shoes are back in their unit, but they can't send me the money back because of a technical issue! Are you serious? What the hell! That is not my problem. I did my part and delivered the shoes, no you should send me back the money! I already have been in contact with them two times and every time I have to approach them! They don't even have the guts to write and apologize for their own faults! Unbelievable! Is the worst! Never ever buying something over ASOS and I am fully motivated in writing them bad reviews everywhere so at least this way I hope to get their attention and my own money back! The worst!

So I bought a dress for an event allowing for sometime for the package to come in. It will officially take over 30 days to get here when buying it stated 20 days... I thought it was a bit much but thought, well maybe they just want to be safe. Nope! It will take longer and they won't refund until you get it back and even so, they do within 21 days. Just don't even... they suck and the customer service also sucks... plenty of other options with less hassle.