I came home last evening to an empty package on my porch. I have never made a claim like this and have shopped with them for over two years! Below is the email that I received this morning:

"Hello,

After an assessment of your account, we've made the decision to not issue a refund for your items.

It's very rare for items to go missing and ASOS have therefore made the decision to not accept any further orders from you.

In order to take this further, we recommend contacting your payment provider to dispute any lost funds. Your payment provider may be in touch with ASOS and we'll be able to provide information regarding your account to support their investigations. Once they're happy this is a genuine claim, they may refund your account.

In the event further orders are placed, they'll be cancelled.

As we're unable to help you further with this, any emails received about this matter will be automatically closed down with no response."

THIS IS UNACCEPTABLE AND THE LEADERSHIP TEAM SHOULD BE CONCERNED. I have never made a public complaint against an organization but this one deserves public awareness as they have my $218 and I have no products and they are no longer willing to address. Is this even possible? Very disappointed to say the least

What a shocking company. You pay for next day delivery. Hermes loses the parcel. You call and they expect you to resolve the issue with Hermes yourself rather than ASOS doing it given you have paid an annual fee (Hermes want asos to resolve with them). Hermes admit losing the parcel and you call ASOS three times to explain this which has cost £14.25. All they say is you have to wait 24 hours. 24 hours fo what? We'd already waited a week. Awful

Customer service by telephone. Expect a short call to cost you about £5. Then expect the following,

They don't listen to what you are saying
They don't try to understand what you are saying
They don't address the point you are making
They contradict themselves
They make no attempt to resolve the problem.

They charge premium rates if you call them.
Live chat simply close the chat and cut you off. All the above applies and offers the same routine and nonsense.

Eventually I got a refund through contacting with facebook messenger but they can't refund the outrageous call costs. Therefore i'm over £14 lighter by calling the so called customer care team. All the person did on messenger was to confirm what we'd been explaining to tell them all along.

Now they say that they won't reimburse my calls because. Are you ready? Because they aren't equipped to take large volumes of calls and for that reason do not advertise the customer service' telephone number. Couldn't make this up!

Their promo codes dont work. It's a scam. They made me put in my card to complete the order, even though I had a promo code, and then they charged the card instead of using the code at all. Then they offered that I could mail my package all the way back to them, receive a refund when they receive it, and re-order the item using this same faulty "promo" code.

How insensitive to scam someone who is already scraping along the bottom. I'm literally $5000 in debt, and I'm investing in a few new clothing items to improve my networking/job search results. And what does my supposed friend ASOS do? They STEAL $50 from me!

Please do not shop at this website. They need to go out of business as FAST as possible because every second their up another honest, low income person gets RIPPED OFF.:(

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I am also confused by the bad reviews. I've been buying clothes here for over a year now and never had a problem. Maybe it's because I only use PayPal to pay? Idk. In fact, I ordered two really cute dresses on May 7th, they shipped on May 8th, and got to my house today on May 11th! Always super fast shipping with them. And I've never had a problem getting my refund back either, I always get it within a week, and I've returned plenty of items. Their prices and quality of their clothing and shoes are great for what it is and they have an amazing selection for petites too

Chose express shipping, additional cost of $11, for a 3 day delivery. Nothing arrived. Now have no gift for mother in law for mother's day. Customer service has now advised that I need to wait 20days for the items to arrive. Their express shipping is a scam, they never intend to honour the service they're revenue generating off an empty promise. Customer service is a sham, say they'll help and then don't actually do anything. Will never order from them again.

Bought a dress through this site and received an "unsuccessful order" email. I had applied a coupon code and the reason for the email is bc they said I needed to update my credit card information. Come to find out they screwed up and applied an expired discount code. They REFUSED to honor it despite the receipt that I had. I contacted them right away, they admitted fault and they did nothing about it. BUYER BEWARE, this company does not care about you.

Terrible costumer service!

I've made two separated orders 2 days apart to avoid custom fees, but they've send it together anyway so I have to pay extra 18% and talking about this to their costumer service was terrible experience. I asked why did they send it together but they just give me automatic answer and end the chat!

The worst inflexible and customer unfriendly shopping experience. After placing an order for dress and got charged for shipping for it then I got in touch with you chat associates to get help on adding on new item on my previous order because I didn't want to be double charged for shipping. My request has gotten rejected multiple times, It is the most ridiculously awful customer service and what is the point of having customer service if you can not handle Basic request of customer? Not to mention, not being able to waive the shipping when the order has not even properly processed and not shipped and to add on items on the recently made order, as well as not being able to cancel order. What kind of bull$#*! customer service is that? I don't understand the reason of existence of your customer service when you can fulfill single request. It gets even more ridiculous when i have to pay for the shipping for my return if i want to return the item. I don't even want to spend single dollar to return the stuff. I will make sure that this was my final purchase from asos. Ridiculously awful customer service and shopping experience. I never experienced such a poor service from other clothing brand. They would easily fullfill this kind of basic request in which i was really happy about keep getting interested in making further purchase from them. Due to my experience from this purchase I absolutely lost my interest in making purchase from your company

I supported ASOS for more than 9 years but I finally removed the app on my phone and I decided to blacklist ASOS forever!
I just can't stand the delivery anymore. Skynet is the worst courier service in the whole wide world! I live in Hong Kong and skynet hired a lot of unprofessional couriers. They don't speak Cantonese and barely speak English. They always lie about they tried to attempt to deliver but no one's home. Actually they never come and they didn't even call! They always like that for weeks. Then the hotline is always engaged, I leave voice message but they never return calls. Ok I write them emails and sometimes they reply but sometimes they don't. When I finally get a hold of a staff but the staffs are terrible. They don't believe what customers say, they refuse to help at all. At last the parcel would return to ASOS. If I m lucky, my parcel came late like a month! I also wrote to ASOS to raise my concern but they just "apologised" to me and did nothing about it!
I am fed up! Bye bye ASOS!