I made my very first order in November because they had a sale. I ordered black thigh high boots. When I looked closer I realized they were "slim fit" (all the thigh high boots I looked at under the same name looked exactly the same with the same model wearing them so I couldn't tell the difference.) Anyway, I tried getting in touch with customer service to let them know I'd like to change my order since It wouldn't be arriving until Mid Dec. They said I only had an hour after ordering to change my mind. (mind you, this isn't written anywhere on the website)I explained to them that It was my first time shopping and I did not get any notification that I only had an hour to change, and that I did not get a confirmation email. Why lock your customers in like that? Mistakes can be made and I think that if an order is an entire month away from delivery customers should have a longer time frame to change their orders. They refused to do anything about it. I had to wait a month for boots that I knew wouldn't fit to arrive. Then I had to pay $18 in duty fees + and extra $20 just to return the boots! I WILL NEVER EVER ORDER FROM THEM AGAIN.

I am writing this review just to share my displeasant experience with you.
In black Friday period i have ordered from Asos.com 3 items, but after 15 days only 1 out of 3 was delivered in my address...
They have refunded the amount for the other two items and when i asked them why they haven't informed me before making any action they told me that they sent me an email (they lie as i checked junk folder and there was nothing there...).
I have asked them(3 times 3 different people with the names Jasmine, Conlen, Sophie) when the other two items will be despatched and they told me that they sent my money back so i will not get the other two items of my order because there are not in stock and they do not know when they will be in stock.
Such an unprofessional behavior, i lost the Black Friday period as i would have ordered from other online shop!

Ordered some items to be sent internationally and annoying ASOS does not include all custom charges in their costs. They even decided to split one of my larger orders into two parcels which then incurred two import charges, even though they assured me that one order regardless of how many parcels will incur only one import charge. I contacted ASOS re this and was told to chase customs even though this happened because they decided to put it into two parcels. Regardless, they were the ones that submitted the documentation to customs so in my opinion they should be the ones calling customs and going through that headache.

Another annoyance is that the payment of these fees delayed the shipment. Luckily, I was in country and received the email but this may not be the case for others.

The fact that there are additional hidden fees is not acceptable for such a large company. I frequently shop online with majority of purchases being sent from overseas and have not experienced this before.

Ordered, received my order with item missing. Contacted them and said they'd refund, was disappointed as main reason I ordered was that item and they now tell me its out of stock. Okay, at the very least they'd refund me the correct amount I paid for that specific item? Nope. Apparently its my issue now because of an item they didn't deliver. Had about 5+ emails between their customer service with the same reply, refer to terms and conditions. Its your fault your order is now below minimum spend. No its not, because my order was above minimum spend until ASOS didn't deliver and forced me to get a refund. The most annoying customer service ever. None of my questions were ever answered and they're trying to take money from me for their FAULT.

I purchased a pair of jeans for $48.50 from their website. When I received them, they were way too tight, so I wanted to return them. I found out that the return policy forced me to pay $22 to Canada Post for the return. Basically, I'm now paying $22 for a product that I am now returning, and when I talked to their customer service, they told me they can't do anything about it. Well you lost a customer and gained another bad review. Not a very smart return policy for a company that only sells online.

Absolutely appalling customer service, automated, robot-like responses, long waiting times. Be careful with their currency conversions - I have purchased in SGD on the first order. Second order was processed in USD and it turned SGD70 more expensive! Customer service rep Louis was not helpful, did not really care to keep customer happy, or to keep customer at all for that fact. Because price fluctuations I was additionally subjected to tax payments and ended up massively overpaying for the items that were not even worth it. Louis could not care less neither did entire ASOS. $#*! service - avoid.

Horrific customer service experience! Avoid at all costs! They advertise what appears to be a seamless experience as far as their return and refund policy which couldn't be further than the truth! I had faced an issue with their system which for some reason was not properly sharing information or requests with their chosen delivery courier and each time I spoke to a customer agent, they seemed to understand less about their own operations and return process than I did and I'm the customer! At one point, the agent I was chatting with began insinuating that it was my problem even through the error was in their own system and its integration with their delivery partner. In addition, the fact that they do not have a call center clearly shows that they have no interest in investing in customer satisfaction. Needless to say, the entire experience is one that makes it not worth shopping on this website. There are far better and much more developed companies out there that you can directly shop online from without having to feel like you're responsible for their own mistakes!

I have probably spent about $600 on Asos, and have learned two things- they have terrible customer service, unhelpful sizing, and the clothes aren't very good quality. The only things I have ever ordered from asos that I still wear are two winter coats. All other jeans, sweaters, swimsuits, etc, are all in the garbage bin. Swimsuits are just terribly sized and unflattering, same goes for jeans, and the sweaters are terrible quality. Every time I order things from Asos, i'm severely disappointed.

So I bought one dress from asos, wich cost 30. They said that the item went to my city, but they never noticed me, so i was not able to go get my dress. I sent a lot of messages, bue they never could explain it to me.
After some days I saw that they had sent my package back to asos, so I talked with them to get my refund. This was on 8th October, when they told me the item was being sent back to them.
Its 10th november, i just talked to asos, and they said that my order has only been sent back on 4th november, and that my refund will only arrive after 27th november. I can not believe this, and the worst thing is that I can not do anything, I need to wait until asos does, AND THEY DON´T DO IT!
Please do yourself a favor and don´t ever by anything from asos.

I ordered a dress for my shower, and its late, was supposed to arrive nov2nd and now they are saying to wait for nov 22nd without any explanation. Their customer support agent just closed the chat on me an exited without giving any sort of explanation or giving a resolution or saying that she will exit. They deflect and don't give straight answers. I can't believe she ended the chat without giving an answer and exited, kept copy pasting the same answer and exited. Do disrespectful, was on the chat for 15 minutes before any kind of answer. I've been on the chat 3 times so far. It seems that they don't read what I am asking them it's like they don't have real customer support. I asked for them to escalate me to a manager, refused, they say they are equipped with everything to answer my questions. Asked to escalate. And finally managed to get someone to take my number down to arrange for someone to call me. Currently waiting! Note my shower is in a couple of days and they are going to screw me over hard if the order is not here by then!

The second issue i had occurred when i placed an order that was lost by the carrier. The tracking notified me that the package was set to be delivered to me 2 days before my delivery date that ASOS advised. However, the carrier lost the package. When i contacted ASOS they told me that i still had to wait until it was THEIR delivery date before they would do anything about the issue. The customer service rep who was chatting with was completely rude and told me that i still needed to wait, even after i told her that the package was lost by the carrier so the point of having to wait seemed worthless. You would think that when a customers' package is lost they would just reship the item and cancel the lost the one but no. They are very dismissive and very unhelpful.

Asos stole my money. In fact, I ordered on August 08 and I never received my order after 3 months. They asked me to wait until September 24. I never received anything. They apparently "sent" another package and told me to wait until November 01. My concern is that they never had tracking number and of course for the second package they didn't use tracking number neither. Today we are November 01 and someone asked me again to wait until November 04 now. She just end up the chat when I said that I was reading the reviews about ASOS online and I saw that the customers got a lot of problem as well. I informed that I will go to the police because since 3 month, Asos staff always repeat me the same thing and she just end up the chat. They stole my money and I don't believe them anymore. I asked to be refund but they always repeat me to wait until a new date to be able to look forward for me. So what is their plan after 3 months?
They also repeat me non stop to call my post office, so I did but my post office always tell me that they cannot help me without tracking number.
I am so upset now because I don't know what to do. I spent 100 and I don't have tracking number. It has been 3 months. I checked the address, this is correct.
VERY BAD EXPERIENCE