ASOS just "deactivated" my account due to their new shipping policy. I've ordered several times (even though they do mess up orders a lot) and I pay for the unlimited shipping and returns. This benefit is what convinced me to do business with ASOS. Otherwise, I would not purchase from an online clothing vendor due to the inability to try the clothing on, try different sizes, etc... No mention of refunding the prorated amount for the shipping services.
This is after them sending me only one shoe, incorrect items in correct packaging, the ill-fitting clothing. I have liked and kept plenty of other items to include clothing, shoes and accessories. I have never worn an item and returned it. I never violated a preexisting policy. Luckily, this happened before I purchased a large order for an upcoming vacation (which I have saved in my favorites).

I'm so done with this website! They have lack of customer care, the customer service is the worst in the world! The customer service will serve you like $#*!! They don't respect customer right to receive news from your order!
In my case,
They automatically refund my order without notice or whatsoever even i have paid my custom charges! I asked the customer service and they don't know about it and don't care about it and just shut down the whole conversation while you ask for further information.

I ORDERED 4 TOPS FROM ASOS WORTH OF $121.50, THE PRODUCTS I RECEIVED WERE SMALL IN SIZE. I TRIED TO RETURN IT ONLINE ON THEIR WEBSITE BUT COULDN'T DO IT AS THEY WERE ASKING ME TO LOGIN TO MY ACCOUNT AND MY WAS UNABLE TO LOGIN. SO I CALLED THEIR USA HELPLINE NUMBER *******320.
ONE OF THEIR REPRESENTATIVE HELPED ME TO RETURN THE PRODUCT AND GET MY REFUND. BUT IT TOOK THEM AROUND 10 DAYS TO RETURN MY MONEY SO I WAS LITTLE PISSED OFF AS THEY TOLD ME THAT I WILL GET MY MONEY IN 3 DAYS...

I used the $70 off $250 promo code and returned one of the items, ASOS received item however I was not refunded a cent! I completely understand that with the promo code of course I would not get a full refund. But not even a cent. What was the point of the return? I feel totally disgusted with them. I have emailed them several times and to only hear back from a different person every time and nothing has been solved. Their emails are just a repeat of each other. Absolute rubbish treatment BEWARE Do not buy from them unless you're certain of the product, ASOS refunds are a SCAM.

I was a fan of Asos until I've had a terrible return experience. I used their prepaid return label and it seems the package never arrived. I assumed "proof of postage" was the return label but their terrible customer service representatives refuse to look it up. Basically, they say I am liable since I didn't get proof of postage... although proof of postage according to UPS which I visited to try to track down my number, was the return label. Even when I asked their customer service reps to send me the city of their warehouse, they refused. Basically, they aren't incentivized to find the return because they rather take my money than keep me as a customer. Never shopping there again as I am out $150 and will definitely be returning the other half of my order I was planning on keeping (another $150) due to my poor experience.

I have ordered many times from this company. They have great products, but THE WORST CUSTOMER SERVICE. If you lose your package, good luck getting answers because all they do is tell you to come back another day and they will help. I've been through this cycle for over two weeks now and am still in the process of finding out what happened to my order. There is no need for a 24/7 customer service team if all they do is deliver false promises. Super careless too, they pretty much tell you to come back tomorrow and close that chat.

This company was not able to fulfill 75% of my order, never refunded me for that. Never received a refund for items returned either. A full month and a half later I am in the middle of a claim with them through paypal. There isn't even a phone number to call anyone, not that it would matter. I believe they are likely on the verge of failing so they are trying to steal as much consumer money as they can before they crumble.

I've made three purchases in the last nine months, and my boyfriend shops at ASOS semi-regularly. We haven't had any issues. I live in New York City, but I've gotten all of my orders within two days, as expected. The cost for expedited shipping is incredibly reasonable, and rivaled only by Amazon, as far as I know. The items that I've purchased, including a couple of items from the ASOS DESIGN line, have all met or exceeded my expectations. They're quality items, they appear exactly as pictured, and fit as expected. All in all, I've had really good experiences shopping at ASOS. And I really appreciate how much they've done to make the latest trends available to everyone.

I order from ASOS all the time. I usually never have an issue with them. But with my most recent order, one item was missing. I contacted customer service and they said when they shipped out my order, the item wasn't in stock. But it was 100% in stock when I ordered the item and 100% in stock just now when I checked again. Then I got an e-mail saying they've refunded me for the item. I contacted customer service again and said I would like that item sent to me free of charge (since I had free shipping last time for spending over $100) and they said nope! They said I have to order it again, pay the shipping fee, wait for a dispatch e-mail, and then request a refund for the shipping fee. So ridiculous. ASOS made a mistake and now I'm the one that has to be even more inconvenienced? I asked for a free shipping code which they said they were unable to do as well. Horrible customer service.

I made a purchase on Feb 17,2019 and it was said to be delivered on Mar 7,2019 free of charge. It is a long time to wait for a package but for free shipping I didn't mind because I needed the outfit by Mar 14. On Mar 7 it said my packaged was delivered. I checked the site for more information because I haven't received anything and the response they had given me unexceptionable. They said I should check my neighbours house or your local postal service because they have no tracking number or information about the delivery of my package. Basically saying all they did know was that it was sent out, and to wait till Mar 27 and to contact them then if it still hasn't arrived. I only shop online and this was one of the worst experiences I've ever had! That says a lot because I've experienced some questionable things.

I ordered a present for my boyfriend on February 23rd with Express Shipping. His birthday came and went, and his new jacket didn't. It is now MARCH 11th (Day 17 of my Express Shipping) and I still haven't received it. "Scheduled" to arrive on the 15th, but that day has changed multiple times. They are stealing people's money for faster shipping and claiming they can't do anything about delivery times. I will never ever shop here again! Seriously, STAY AWAY. The customer service representatives are total idiots.

ASOS is not a company to order from. I placed an order in FEB 2019. The order never came in. I contacted the company and they stated the package was delivered on 3/6/19 and for me to ask my neighbors for the package. My husband was home all day on 3/4/19-3/7/19 because he was on vacation, he confirms the package was never delivered. I needed the dresses I ordered for my Baby Shower. Now I have nothing to wear for my baby shower on the week of 3/9/19. I am so FURIOUS! I will never order there again. I Actually wanted to give them no stars, because they don't deserve it!

Now they are asking me to wait for 48 hours when my baby shower is tomorrow. Thanks for nothing ASOS.

I have been ordering from ASOS for years, more lately since I have a teenaged daughter. DO NOT shop this site. There is no customer service and they will charge you LONG before you receive your package- IF you receive it at all. They straight up lie about delivery dates, so plan at least a month later than they project, and be prepared to be disappointed when your stuff arrives. Its hit and miss- some stuff is great, other things are off size and cheap. BEWARE! They are barely better than a scam.

What a customer service... #WORST. Cut it off before solving the problem. ASOS has refunded me less than what I have paid, because apparently my returned order is not reached the minimum spend. (It was reached the minimum spend when I place that order, hence I was able to apply a discount code.) BUT right now It is not being reached, because they use the current discounted price to refund me m, INSTEAD OF using the old full price I have paid for the item. It is not fair and ridiculous for ASOS to took out part of their customer money for no reason!