I ordered a pair of shoes online and was surprised by how quick they were delivered. When I saw they sent me the correct style, but two sizes smaller I wasn't concerned. I figured I could just contact Customer Service and send them back the wrong pair and have the correct size shipped to me. No big deal, just a simple mistake that can be easily corrected. Boy was I wrong. After waiting to be put into a chat with one of their Customer Service Reps, an ever so pleasant man named Aaron, I was quickly blamed for their error. Before I even reached out to them I triple checked my order confirmation to make sure that I had ordered my size and I had. I ordered a US size and was sent a UK size, I didn't care about that, but when I checked to see what it translated over to in US sizes, it was still a size and a half too small to which he also tried to tell me I was wrong. I just kept being told that I ordered the size I received despite the fact that I had documentation proving otherwise and that I should return the product and order the correct size (again, being told it was my fault). I hit a point of having other people read my confirmation email simply to make sure I didn't suddenly become illiterate and unable to read numbers. I was also blown away by how little Aaron cared. I work customer service, I understand that you don't normally care, but I also know you have to pretend to at least care a little about the customer's issue. The fact that he could not even be bothered to use proper capitalization, punctuation or even spelling boggled my mind. If your company is only going to operate customer service online, then you really should have someone that can form proper sentences and not come off as a complete moron. Needless to say, I will not be making any more purchases from Asos - not like they care.

I was extremely skeptical about ordering from asos after reading all of the negative reviews, but I was surprised with how satisfied I was with my order. I ordered about $150 worth of clothes (jean skirt, suede boots, body suit, and two shirts!) which qualified me for 2 day express shipping. I wasn't courting on getting my package on time after reading the reviews, but sure enough two days later I came home and saw the package sitting outside my front door. The clothes were of good quality, the only reason why I didn't give 5 stars is because the sizing was a little confusing (im not familiar with European sizes). I would definitely recommend spending a little more to get the express shipping.

My delivery was stolen in the reception of my apartment building despite the delivery service not ringing my doorbell and me being home the whole day. Livid. Contacted both the carrier service (that Asos hires) and Asos.

Asos told me that they will look into it within 48 hours! Really that long! Not only that, but I bought these items for a vacation I was leaving for in three days. A long drawn out refund was not going to do me any favors.
When a business messes up, you expect them to not only fix the problem, but also give you "a hand shake" a note of good will saying that you should continue to use the company. I didn't like the customer service. Very apologetic but not helpful or understanding.

Very very bad customer service. I bought alot of products, and one was missing. When i decided to go and talk with them on chat, they were telling me that my order in not conected with the email i used on creating the asos account. I also proved with print screens that the order confirmation was send on the specific email they said they can\t find. The bigger problem is that they are closing immediately the chat, therefore you are not able annymore to continue the discussion, so you have to take it all over again by starting a new chat and explaining 100 times same things. After 2 hours waisted my conclusion is, once you have something missing, you money are missing to. Good bye order good bye products

I ordered almost 100 bucks worth of skincare items. They sent me a 10.00 wool beret instead with no return label or receipt. I am not required to send this back to get a refund for items i did not receive, but they said I would have to in order to get a refund. There was no return label so i would have to go pay to print one and then ship it, which as a customer is not something i feel i should have to do. I should not be the one jumping over hoops to correct their mistake. I notified them i would be filing a fraud report with my bank and the federal Trade C. And the rep responded with ''no worries'' and ended our chat. Please don't order from them. You will be scammed. After reading other reviews on this site its clear i am not the only one this happened to.

Horrible service! Ordered an item over a month ago. The item was supposed to be here by January 29th. I thought I ordered this well in advance for an event 2 weeks from now (so a month and a half in total) and I emailed to find out where the item is. The item was sent without a tracking number and they fail to tell me what company they sent it with. There is no update on where the item is and when I email they just tell me to check with my local postal service. I went to canada post and they said they have nothing under my address and there isnt much else they can check without a tracking number. I have no way to figure out where this item is and when I email back and forth with ASOS, they simply blame my "local postal service" even though they can't even tell me what courier they sent it with and then follow to tell me to wait until February 15th and then to email them again if it does not arrive. That date is past the event so now I'm stuck buying a new outfit even though the item MAY come or may never come who knows. This is a complete joke of a company, DO NOT ORDER FROM THIS COMPANY IF YOU NEED ANYTHING WITHIN 2 MONTHS OF ORDERING THE ITEM. HORRIBLE HORRIBLE CUSTOMER SERVICE. 0 OUT OF 10 if I could possibly rate that.

This is hands down the most frustrating experience that I have had dealing with a customer service team. I made an order using my personal Mastercard, which shortly after I closed and started using a different account joined with my husband. I contacted ASOS after making a return to let them know if the new card details. I had to jump through minor hoops like showing that the first account was actually closed, which was expected. We are now here over 1 month later and still no refund! There is no way to get anyone on the phone and everytime an email is answered it is by a different person who obviously has no clue was they are talking about. Someone claims to have called me but no missed call or voicemail - bit suspicious! They are fighting me tooth and nail, claiming that I have already received the refund and asking for more and more evidence when I have provided them copies of bank statements three times already.

Best part is they have even addressed me as an incorrect name in an email! They called me the name of one of their colleagues, twice... so the care factor is obviously minimal and they are holding my money hostage. Don't even both ordering from here because you always end up making a return due to poor quality and as I've learned you aren't very likely to get your actual money back!

They suck. No one answers the messages. I have a next day delivery with them which I paid for and also a confirmation from them that my package will arrive on the 17. 01. 18 between 07.00& 22.00 only to receive tracking info from Hermes that my package will infect arrive on the 18th apparently ASOS has changed their delivery service from UPS who delivered my packages promptly on time, religiously. Hermes charges 20c landline and up to 60c mobile to talk to and not helpful at all but of course they dont mind keeping you online. ASOS wont answer my emails, chat requests or messenger messages. Very unprofessional. Its 03.15 and Im still waiting for a response as I need to fly with the parcel tonight.
I of course have had prior problems wich always need far too many hours communication before anything can be done if at all.