I've purchased many times from Asos whilst I was living in Europe, mainly in the UK. Never had issues there, returns were easy, did not cost me money to send it back, delivery was quick and refund was settled promptly.

I ordered from Asos in Canada. I was charged customs fee which literally doubled the cost of my dresses, this was not outlined or stated on the website. Being new in Canada, I had no idea that this fee is flat rate (>$50) regardless of the price of your goods as long as it exceeds $20.

To make it worse, the dresses I ordered did not fit me despite using the size guide. Their clothing always run too big. I normally wear UK8-10. Nowhere in store, have I ever bought smaller sizes. On Asos, I have to scale down several sizes even when I use the sizing assistant and answered based on actual measurements/weight. The fit is also clearly off, because every so often, if I order a couple dresses which are all the same size, one might fit while the others run down my knees. My sequin dress is dropping sequins every now and then. I've had to vacuum it up and even then there's still a couple falling off whenever it is shifted. I tried to find the loose thread and just cannot locate it cause it's black.

The worst part is to return to the UK, I will be charged a shipping fee of $22+. This means, the cost of shipping and customs alone would have easily gotten me 3 dresses without the added hassle of purchasing it from overseas and having issues with sizing and having to return it. Really terrible. Do not purchase from Asos unless you live in the UK. I just missed London and hated the clothing/fashion in Canada. Can't believe this just made everything worse.

I used to shop at Asos all the time and I've never had a problem. The last 2 orders have been a different story. My most recent order was damaged in transit. I'd ordered next day delivery but the courier never delivered it and returned it straight back to Asos due to it being damaged. I understand accidents happen and as the courier had notified Asos of what had happened I would have expected them to send out a replacement. Instead they made me wait for the item to be returned to them and then another 7 days for a refund and told me just to reorder and pay again if I still wanted the items. Customer service agents are all robots who just copy and paste their policy over and over again and they have no complaints procedure. It's such a shame that there service is so bad when their products always seem to be pretty good. Will never order from them again.

Didn't receive my order so contacted customer service to find out where is it, via chat, biggest mistake ever! I was contacted with Beth who didn't give me any information apart from that specialist needs to look into it, made me wait another 24 hrs without any info and disconnected with me! What kind of specialist? Really? You need a specialist to contact DPD and find out where is my order?!
Where are your customer service skills? How can you disconnect a chat that customer started without sorting out the issue or at least trying? How can you finish the chat before the customer is happy with the outcome?

This place is a scam. When asking about my order that was supposed to be received more than a week ago they said, "Oh there's a problem in the warehouse. We'll look into it and send you an email in 24 hours." I didn't receive an email. I logged back in and chatted again - they do not have a telephone number - and they said the exact same thing as yesterday. When I said I'd like my money back they ended th3 chat and have taken away my ability to log in. A SCAM! Stay away from this place.

I am livid! I I shop on ASOS A LOT over the past years and I spend quite a bit for each order at a time. The past two years I feel like they have been going downhill. I received items extremely late, damaged items and incorrect items. This past order I return everything (due to receiving a wrong item and poor quality clothing) and shipped it out using their label. Mind you, whenever a company has provided me a label, I can typically email them and ask them for tracking info since they keep the return tracking number on file. Not for ASOS. I passed my package off to my mailman (so I did not receive a receipt) and three weeks later here I am waiting for a refund. I contacted them and they pretty much told me we need to see the receipt. My question to them, do you not keep track of the labels that you issue to your customers where you can pull it up? Their response, it's a free label, you need to get a receipt. Okayyyy. Well some people can't go to the post office and get a receipt. I asked to speak to a manager and they told me that they would say the same thing to me and ended the chat immediately. Safe to say, I am no longer shopping with them ever again and plan to shop with their competitors.

I have had many small squabbles with Asos, because there is almost always a little problem with any order. But I looked past it because solving it would not be worth the effort it would take and because ultimately the prices so cheap.

However, it has happened REGULARLY that they claim to not have received my returns, so you want to hang on to your receipts for dear life or you lose everything. In total, I have probably lost well over 300 pounds because Asos claimed they didn't get my returns.

This time, however, was even worse; I ordered a few items for my upcoming vacation two weeks before my flight. I purposefully checked the tracking info and stayed in 2 days in a row, not leaving my flat, waiting for my parcel. Asos sent me emails 3 times claiming I was not in and they could not deliver the parcel, however, both I and my flatmates were in the house and we KNOW that a delivery truck probably didn't even pull up (we would have heard that).

So I contact Customer Service and tell them the issue. By this point, 7 days have passed. They say they cannot redirect the order to be re-sent to me; it's their policy that after 3 "failed" delivery attempts, the order goes back to the warehouse and is processed as a return. I make sure to understand this correctly; they said I'd have to reorder all the items I wanted again in a different, separate order because the first parcel was definitely going to be processed as a return and I would receive my money back for that. To make sure, I did tell them I was not going to be in much longer as I was going on holiday and they said they understood and would not send me anything.
(A side note here; the customer support person was incredibly rude and passive-aggressive. The lady later was nice, but still unhelpful.)

Fast forward to today; 16 days after first placing the order, it has reappeared and was delivered while I am on holiday. I am not going to be back for a month and when I tell Customer Support about the issue, they say there is nothing they can do and that if I want to return anything after I am back from my holiday, I would maybe get a gift voucher.

I am incredibly upset because I did nothing wrong in this situation and Asos does absolutely not care. And they never do, so do yourselves a favour and shop somewhere else - Asos' prices are not worth the headache and in 80% of cases, you'll probably want to return stuff anyway; and that is where the real nightmare starts.

TOTAL SCAM! Do not buy from them. I have returned some items and they refund me 0.64 dhs instead of their actual value (about 400 dhs) saying that the stuff i bought were under promotion voucher and now i am not eligible anymore so they will take the voucher back. So basically made me return the items for free! Watch out from their terms and conditions, they make it sneaky so they rip you off. Also they never notified me when the items got hold off at the airport customs and i had to pay extra to get it. What a loss! Soooo not worth it!

TOTAL SCAM! Ordered only 25USD and parcel was stopped at england. Nobody told me it stopped. I needed to contact england by phone after searching the shipping company and then I they asked me to pay double the cost of the parcel itself. Ridiculous. You arent supposed to pay if the parcel is less than 75$. And Even if you need to pay then you need to pay when it arrived at your country and not give your credit card to some unknown company that you dont trust. Finally I got the parcel after paying and in israel they forced me to pay again! 4X the value in total+parcel value. And this is just for a small parcel.

Delivered to tge qrong address, refuse ro do anything to dix. One hour of travel each way to get my parcell back.

Useless

I usually don't review businesses, but after too many bad experiences with ASOS I won't hesitate to do so. I've placed my order more than 2 months ago, after failing to arrive the first 2 times, one of the items I ordered was already out of stock, that was really unacceptable! After that they sent the order again, and they kept pushing the deadline until it never arrived. The customer service team is just unprofessional and not ready to handle customer requests and issues at all! They keep customers waiting for months until the order never arrives, and they steal the money. Shame

I've literally ordered and returned ONE ITEM in the last 1.5 YEARS. I received an email a couple of days ago from ASOS saying that my account has been deactivated because of "ongoing patterns of returns behavior that is against our policy." I was stunned, surprised and completely confused since I've only ordered one thing from them recently. I used the chat option and then received an email from Customer Care' saying that they have made the decision due on the fact that I've made "higher than average number of returns." I emailed them back and asked how can they explain that when I've only ordered and returned ONE item in the last year and a half? I received the same automated response back, but they also added "We will not be providing you with any more details with regards to this as your account has now been deactivated. We reserve the right to close your account." Um. What? I've never been so disappointed with a company and their lack of customer care'. How they even came to that decision over ONE order (that was returned sooner than the return date and was never worn with tags still attached) is beyond me. How they can justify THEIR actions I'll probably never know...

DO NOT TRUST! BEING CHARGED FOR ITEMS I DONT HAVE! I had made an order which I returned over 3 months ago. After 3 months off it being cleared from my Klarna account, they have today just added it back to my Klarna account saying I owe money, so I owe money for items I had returned over 3 months ago! Obviously after 28 days since I returned the products and it being cleared from Klarna I got rid of the proof of postage as it was no longer needed! I have tried a number of times and my issue hasn't been resolved!