I've been using asos for 2 years and never had a problem with 2 day shipping or returns.

But this month i bought more than usual to try on and returned most of it the next day asap. I still haven't received all my refunds/return confirmations yet and its been 2 weeks. I got some refund confirmations and not others that i returned on the same day too. Or got refunds with returns i sent out later than others by a few days. It seems they are favoring refunding single return packages faster than the bulk ones. Which is where all my purchase is and why my credit is still so high. There really is no order by return date but seems by size. Shameful.

They also sent my packages out this month like 5 days later or my last package still not sent - over a week now - more than the 2 day shipping time frame.

I had 2 packages that didnt have a proper return label barcode to dropoff / 1 package missing a return note. So that added an extra 2 days to return because i had to print them out.

I now have to stress about my credit card bill thats due tomorrow and pay late fees. Possibly affect my credit score. Till asos confirms my returns. + 5-10 days till my credit card finalizes it.

Left me a little sour now. Unacceptable this has been happening for a month (from my experience) now.

The delayed shipping and delayed return refunds really screwed me over.

Update: they just sent my last package out. I assume 1.5 weeks over the 2 day shipping. Still waiting on my refunds. Ive never missed a credit card payment but i will tomorrow because of asos. :(. I also dug myself a hole buying 3k worth of stuff that i can't borrow from others to temporarily pay my bills till refunded. Sigh.

I love buying from asos but this experience really is screwing me over. And looking at the other reviews im not alone. I want to buy and try on more dresses from asos (planning a wedding on a budget), but i dont know if i can trust them and must tread more carefully next time - not charge so much and expect the same sh*t situation. They really need to make up for not operating at peak efficiency to gain more trust. But so far nothing. No discount code for those effected. Nothing. Shameful.

Absolutely shocking customer service. I waited two weeks for my delivery to arrive, I was told if it didn't arrive by a certain date to get in contact with them and they would take action. I contacted them after the agreed date had passed to be told I'd been passed on to a "specialist team" who would contact me within 24 hours... 30 minutes later I received a notification fro Paypal saying my order had been cancelled and I'd been issued a refund... I didn't want or ask for a refund! I wanted my order! They think they are so big that they can get away with service like this. They don't even have a complaints process so I was left feeling totally dissatisfied.

I had multiple good experiences with ASOS until my most recent (and what will be my last) order. I returned the items from my order using the included return label and same packaging, just as I have in the past. However this time, ASOS reported they never received it. Also, hidden in their terms and conditions on some deep portion of their website, says that they recommend you receive a shipping receipt for returns because you are responsible for your items until they receive them. This is not listed anywhere readily available to the consumer, including the multiple confirmation email(s) or the step by step return instructions on the shipping label. I spoke with Hannah from customer service who literally told me there was nothing she can do. Now I am out $230 and have no clothing or anything to show for it. I will never be ordering from ASOS again and will no longer recommend them to friends and family.

Constant delivery problems

Every time I order something from ASOS my orders get delayed, even if I pay for 2-days express delivery they manage to mess it up. So if you think about purchasing something for a specific occasion, keep in mind, that they may not despatch the order on time.

Horrible customer service, I made a purchase on February 16, paid 8$ for express 2-days shipping, my order wasn't dispatched until February 24, when I've contacted ASOS they refused to refund me with express delivery fee and assured me that my package will arrive on February 26.
On February 26 I check the tracking to find out that my order is scheduled to arrive on March 6!
Ridiculous!

Placed a very large order with them. Within an hour of placing it I noticed that my shipping address was a place that I haven't lived in six year... it had been automatically imported from my "contact book" from the last time I ordered and I mistakenly forgot to double check. They informed me that my only option was to contact the person who currently lived at the address. I explained that this was impossible because it's across the country and in an area that it will most likely be taken and I need the items before my trip coming up soon. The refused to refund me or let me cancel the order because they are unable to. I tried everything from begging to demanding to speak to a superior and got no where. The best part is THEY STILL HAVEN'T SHIPPED MY ITEMS (with express shipping paid) THREE DAYS LATER? So you're telling me after all this time and offering to pay any amount of fix the mistake a simple address change can't be made? According to the multiple unhelpful representatives I spoke with customers on have FIFTEEN minutes after placing an order to amend it or cancel it. The only suggestion they had was to "keep my contact information updated" well there's no need because I'd rather eat my own poo than ever think to order from this pathetic site again.

I've ordered from ASOS a few times, but recently I was sent a wrong item. I was a bit disappointed because I was excited to wear the dress I ordered, and I received a totally hideous one instead. I couldn't even re-purchase the dress I wanted because it was sold out. Having to return the dress had a couple of conflicting instructions, but I managed to send it back okay. I had to pay for shipping to return it, but since it was a wrong item they refunded me after I sent my proof of postage receipt. Overall they're a good company, just a little disappointed by this experience... the whole return process took quite a bit of time and was very stressful for me

As stated by all the other disgruntled people here, they have the worst delivery and customer service.
I had originally ordered a dress for my baby shower. Going by their size chart I ended up with the wrong size. So I decided to exchange it. They said I cannot exchange it, but I have to return it and buy a new dress. That should have been my red flag. Which online shopping service makes shopping this difficult? But I decided to do it this one time sine I didn't have many options. They said I had to bear the shipping cost for the return even though I had ordered a 2nd right size dress with them, which is ridiculous. Its for an exchange you morons. Anyway I still pay $22 for the shipping back.
Next I've been waiting for my new correct size dress which I ordered on 29th Jan and its already Feb 23rd and still no news of the dress. The estimated arrival date was 19th Feb.
And I needed this dress for an event on 23rd Feb.
When I contacted them, asking if I can at least track the package, they said sorry "standard shipping" has no tracking available. They don't even know what postal service they have sent it via for me to go track it on my own.
Now they have asked me to wait until March 11th for the package and then return it since it will be of no use to me anyway as the event will be long done. Nor will they offer me a refund until they get the dress back as a return, and I have to freakin spend another $22 to return it.
And the customer support person decided to abruptly cut the conversation when I kept pestering them about how can I get past this problem.

All in all I spend $44 on a dress that I will never have and never even got to wear for the expected occasion.

Never again! And I'm going to make sure all my acquaintance know of this terrible service.

I ordered a few items and paid for 2 day shipping, receive by feb 21st. I got an update email saying my items were going to be delivered about a week and a half after I ordered. When I contacted them about this issue they just kept sending me their help page link. When I asked for a refund on the 2 day shipping charges they stated that they couldn't because their website stated it was high volume and orders would be delayed. There was NOTHING on their website the day I ordered saying anything about delays. Shipping said I would receive by the end of the week. I know what I saw and what I was doing. I needed the items for an event this coming weekend and when I placed the order, I made sure I would receive items on time(esp because I paid for the higher shipping charges.) Awful customer service, awful way to do business. Awful that they offer 2 day shipping when in fact they're just trying to steal your money and send items regular mail.(We all know sometimes shipping is the reason we don't even continue our orders and buy items) so what the $#*!, allowing ppl to pay for a service you won't even offer. I will never order from them again. I couldn't believe how awful their customer service was when I contacted them with this problem.

Customer service at asos is so bad they think they are doing You a favour.
Since Christmas I have Spent good money.
When I have a problem I call Customer Service for help. She made it out by saying She's going out of her way to help me.
I have to say No you are getting paid That's your job helping customers. I will never buy from asos ever again.
You will never ever get spoken like that from
M&m direct or Zalando Scotts Their customer service is so helpful they make you feel Like you never had problem. I will never
Buy from AOSO again. They need to have a good look at their customer service.

Staff hide behind Data Protection (inappropriately) when the question is too hard EG- when can i really expect my order to be delivered OR have you any idea of where it is at all... Appalling lack of understanding and clearly being remotely helpful is a step too far... Whomever delivers the customer service training needs to revisit their training and understanding or find another career as the message isnt being delivered and acted upon

Ian L

I've been an ASOS shopper for years and they used to be great at shipping. However, this past year they have lost so many of my packages it's crazy. When I complain they keep making excuses and saying my package will be delivered soon when it is not. Also, the tracking never seems to be updated, the package arrives to the US and that's it, no info after that. They also try to just ship back replacement item when the package is lost and then say that other items in the order are out of stock. It's such a freaking mess. Their customer service is awful. I'm just so disappointed bc i used to love shopping on their site and I don't think I will anymore.

Extremely poor
Extremely poor, so disappointed I was ASOS customers for years but they become so bad lately.
I have bought £300 worth of gifts and the delivery man have never turned up, ASOS told me it was sent back as confirmed to ASOS form DHL and I have to wait for 2 weeks for my money. Now I have no money to buy gifts for my family before I travel and I have no gifts. The online chat girls "LAURA" chat ref. *******- could and would NOT do anything to help, could not speak to a manager who might have more power, could not raise a complaint and I was not even allowed to get my prime service fees which are only £9,99 refunded. In the end, she closed chat on me. WOOOOW.
DO NOT use ASOS, switch to Chi Chi or Very.com.

Not only receiving such an awful service but the way they treat you as a loyal customer who spent ££££ in the past few years is disgusting.

Very poor service quality... I'm talking all day about a delayed delivery! They have lied to me about 3 times that my order will be delivered to me by end of 08/02, make me remained all day at home... not giving me the chance for a plan B... they insisted that have to wait till 00:01 in order to claim that my ordered is delayed... and now they informed me that i have to wait till 19/02... they do not care at all for customers...

Will never order again.
I had a good experience before, until 4 weeks ago when I did not see my 2 parcels arriving, and wanted to get more information on the matter on the online chat, the customer care of one of them was disgusting. He was showing me how much I bored him and That he did not have time for me. But I was happy when a few days ago the customer care of asos messenger helped me to get my money back. However today when I wanted to order back my stuff I saw that asos shipping fee jumped for 4usd to 31.68 usd. And free shipping from 31.68 to 315 usd. Honestly I live in a small country where the salary is not that great and if the shipping price are jumping that high I prefer to look for another online clothing site, as for us its quite expensive. And when my friends and relatives got to know about it their reaction was the same. I don't think I will ever buy there again.

Hello.
Today Asos made a racist change against Morocco.
They changed the delivery fees.
If you want to get free standard delivery you need to spend £200.
Before you needs only to spends 20£ to get free shipping.
While all arabs and world countries needs only to spend 20£ to receive your parcel for free.
And why standard delivery fees was 3£ and now became £20?
Why this racism against Morocco?

Check pictures below to see the fees difference between morocco and other countries in africa.