Suspect Asos are selling stock they do not have and benefiting from holding customers money.

Lets look at it from a physical shop perspective. You walk into a shop, the cashier checks they have the size you need. Confirmed your sized items are in the store room you pay at the counter and the cashier goes to get your items. A long time passes so you ask floor staff where the cashier/your items are. The floor staff have no idea. As you continue to stand in the shop waiting, you spot another cashier. Maybe they can help?! This cashier engages with you but states he does not know where the original cashier or your items but gives you a phone number (tracking number) which does not work. So you go back to this cashier to explain the number doesn't work and this time he acknowledges you have paid for the items but informs you Asos will be holding on to your money for now. However he assures you you can go home happy (without your items or your money!) because the customer service team will 'be in touch' in 18 DAYS. Does this seem normal to you? When Asos FINALLY get in touch they do not know what happened to that cashier or your items and low and behold they are now out of stock of the items you originally paid for?!

Whether it's clear cut fraud or not, Asos are breaking their obligation to uphold the Consumer Agreement Act by failing to deliver products purchased within the agreed delivery date. I urge anyone who is experiencing these issues with Asos to seriously consider opening a dispute. I also urge anyone considering buying from this company to read all the reviews you can find (there are numerous reviews similar to mine).

There needs to be an investigation into Asos conduct. Watch this space! Asos seem to have a positive reputation in the past so perhaps they have changed management? Perhaps they are now on the brink of bankruptcy and have to go to the measures of selling stock they do not have to stay afloat? Perhaps it is just fraud and they are relying on those customers who do not open disputes? Perhaps they are actually just seriously incompetent (this one seems the most far fetched!). Maybe Asos should advertise for short term investment for zero return - this is what they are doing only consumers are conned into doing so!?

BE VERY AWARE!

I ordered a dress and some earrings to wear at a wedding, and allowed at least 20 days for them to get here. Still no sign of them and the customer service is telling me that they have no idea where it is. Did a black hole suck my dress and earrings in? Did they never exist? Or were they time travellers stuck in 2018 only to travel back to their time on the day of delivery? Should we look at the fine print to make sure if standard shipping also includes... DELIVERY? Last time I'll ever shop with this godforsaken website.

My experience has been horrible and has gone so far as to cause me anxiety and stress over the whole situation.

I ordered a bikini on the 14th of August on the Australian website. When I receive the item after a little while, they seem to have sent me the wrong size. Whether or not that comes from a faulty conversion between the Australian and UK website or from a mistake when sending the item, I don't know, but the fix is fairly simple: For them to send me the item I originally ordered, and for me to return the other item. However, it did not turn out to be that simple.

I contacted ASOS via chat straight away, and was told they would send my issue to a "specialist team". When asked how long it could take, they told me that due to high workloads it could take up to 10 days. I also contacted ASOS via Facebook, and after being asked for my order number and email, they stopped replying. On the 29th I got a response telling me I'd been sent a replacement, but in the message, they told me the size was the same as the one I originally got (which was, of course, the incorrect size), so I asked them straight away if the size they were to send would be the right size or not, and the person copied and pasted the original message. No answers were given. I even provided pictures and a simple explanation in case they misunderstood, but still received no answer on Facebook or chat.

I then went on to call customer service via the phone. This included me having to pay for credits to call a UK phone number, but at this point, I had tried every single option. I call and am quite quickly put in touch with a very helpful lady on the other end. She tells me they can't know for sure what size I've been sent as a replacement until it arrives, and she's very apologetic and generally a nice lady (only positive reply so far). So I am told to wait until it arrives, and so I do.

The parcel arrives, and they've sent me the same WRONG size once again. I contact customer service via chat as the phone is not open yet, and am told to keep waiting. The person doesn't even answer any of my questions, and basically tells me to wait for an email, but what I'm waiting for and for how long I have no idea. He then proceeds to just end the chat abruptly.

Unfortunately, I do not have the option to give zero stars but I would, if given the choice. Dealing with ASOS's 'customer service' (if you can even call it that) is absolutely horrendous. Firstly, they do not give you the option to call them, only to do an online chat or e-mail, which should have been my first red flag. Secondly, I ordered a dress back on 8/20 and received the shipping and tracking info for the package, then on 8/23 the package was halted and UPS marked it as 'Damaged' and stated that the package was missing. I spoke to the customer service rep via online chat and they told me to wait until 8/30 as this was the estimated date of arrival. After that, she said, they would be able to help me. So I waited until 8/30 and of course, still no package. So I messaged their online support and was given the answer that now I needed to wait until 10pm for the package to arrive. Never was I told I needed to wait until 10pm during my first discussion on 8/23. I told them I would be disputing the charges with PayPal. They changed their answer after that, of course. Telling me that they would need to wait for the damaged parcel to be returned to their warehouse which would take anywhere up to 10 days, and then I would have to wait up to 10 additional business days to receive a refund. I asked how I would even know when the package was sent back to the warehouse and they informed me I would get an e-mail. I said thanks but no thanks and I will still be disputing the charges with PayPal. They disconnected the chat after that. Never again!

So I am a long term customer of ASOS. They are definitely my go to store but they have lost a loyal customer. I ordered a package of 5 items totaling over $200. I had this sent for 2 day shipping. When my package arrived to me it was already open and was missin 4 of the 5 items I ordered. I immediately contacted ASOS care team. I've emailed them over 5 times in the last 4 days as well as tried reaching them on multiple social media outlets. Nobody has contacted me back even showing concern to my situation. I'm happy my bank reversed the transaction. It's their loss but definitely don't order or even bother with a company that could be so rude and careless to their customers

I tried to use my gift card voucher and instead my order got cancelled. After requesting me to send my passport scan and my billing address prove and sending it, I got blocked with such text:
Hello, With the information you've provided and after an assessment of your account, we've taken the decision to close your ASOS account.
ASOS have made the decision not to accept any further orders from you. If any orders are placed, they will 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. Best Wishes,

ASOS customer service and response time is seriously the worst, worse than China-owned online stores.

First incident: I emailed ASOS about an order return and they only replied it after 4 weeks. Lucky, I got through their online chat with one of its customer officers and managed to get some answers after 2 days. SO, DON'T EMAIL THEM.

Second incident: currently, my order (a pair of $50 shoes) is one month late from ASOS' estimated delivery date. ASOS insisted I wait another 7 days before they are willing to "PASS ON MY INQUIRY TO ITS SPECIALIST TEAM" and will 'GET BACK TO ME IN 12 DAYS VIA THEIR GODDAMN EMAIL". Really, by the time they are willing to ship another pair, it should be at least 2 months since their supposed shipment date. Hopefully, my feet won't grow another size. And hopefully, I won't have to return it.

This is 2018. We are so connected by internet and advanced technology today BUT looks like ASOS has missed the ship and is lagging behind. Waiting more than 1 month for a delivery to be resolved is unbelievable. I can understand shipment might get lost or thrown away by funny post people, but the way ASOS tries to resolve delivery issues is ridiculous by today's standards. Quality of Aliexpress and Taobao items might be dubious for some, but at the very least, these Chinese companies are adamant to resolve delivery issues when they are informed of one. ASOS is seriously still stuck in 2012.

Last time ordering from ASOS. In the meantime, I'm going to spend some time and buy a pair of shoes from a physical store.

On 10 July 2018 I have ordered stuff from ASOS and paid $97. In order details it was mentioned delivery date is 30 July 2018. But as of today 25 August 2018 I did not receive my order and after my messages to Client Support, ASOS replied back with refusal to return my money back, they banned my account of their website, they refused to send my stuff and informed me that from now on they will ignore my further requests and messages automatically and delete further orders. So in final, I have lost my $97, I have lost 1,5 months time and I don't have my stuff that I paid for. I STRONGLY ASK EVERYBODY - DO NOT DEAL WITH ASOS.COM AND NEVER BUY ANYTHING FROM THEM AND COMMUNICATE THIS INFO AMONG YOUR FRIENDS SO THESE FRAUDS WILL STOP FOOLING PEOPLE!

I placed a order for 4 pairs. I discovered to my surprise that I had to pay CAD 100 in duty taxes. When the order arrived, all the shoes were one or two sizes bigger. Now I have to return them, hoping that they will receive the package, otherwise I will not get a refund. What's more, I have to pay for the return. The website information displayed on the items description is misleading: "free delivery and returns". Returns are NOT pre-paid.

They sent a wrong size on my ordered shoes. I tried to communicate with them by chat and they kept insisting that I was wrong. I took the picture of the box and uploaded to prove them and I they discontinued the chart. I sent emails but did not get anyone's attention. So I reordered and attached multiple notes so they won't mess up again. Sure enough the second order came a whole size smaller and without a box. I tried to communicate again to resolve this. Spent two days going back and forth but did not get anywhere and only got aggravated. And the size I ordered is no longer available. I have two pairs now to return and in the end got no shoes.

I placed any order using paypal to pay for my order. Well the ASOS website indicated that there was a problem processing the payment. Long story short. There was no order, I was charged anyway three times. There customer service is a joke. The chat only works periodically, the email doesn't work at all, and the person messenger keeps referring you to their email for resolution. I disputed the charges with paypal and reporting them to the fraud unit at my bank. I am so over this experience.

Been a month since I placed my order and still NEVER received it. The online tracking says the order was delivered when I was not home. No calls/notes left - how am I supposed to know how/where the order was left? Attempts to contact Customer Service on six separate times all to no avail. Same thing's been repeated over and over, 'we'll get in touch within 12 days'. I've shopped with many others but this never happened. You, ASOS, have the information you need: contact details, etc. You could've contacted when my order reached and I wasn't home. You could've done better. An absolute terrible experience. Beyond disappointing!