If I could give no stars I would. Ordered a dress for my daughters prom, delivery was great arrived next day like I had payed for, opened the parcel all excited to see what it was going to look like for my daughter only to find it was completely the wrong dress, wrong colour, size and nothing like I had ordered. Emailed, messengered and tried to call to resolve the matter quickly. Had no response for ages. Finally got an email back apologising and saying that they would send me the correct dress out and refund the postage costs (great I thought it will be sorted) this was on the Friday. Monday came and I had not been updated in the correct dress being sent out so I emailed again (at this time the dress was still in stock) by Tuesday no response so I emailed again. I then checked online to make sure the dress was still in shock and surprise surprise they had completely sold out. I finally got an email back after again emailing my concerns. They told me that that morning they had gone to pack the dress and realised it was out of stock even though they had told me they had sorted the correct dress on the Friday to be delivered to me. Now I have no dress and no money to order a new one as they are telling me it can take 10 days before they can confirm the returned dress is back and 5 more days for the money to be refunded, that's 15 days, my daughters prom is in 10 days and I do not have more funds for a second dress, iv told them this but they do not care. I have sent proof of postage and that should be enough for them to issue my refund. I have been emailing back and fourth and never have the same person reply and they all say different things, they are in competent and unprofessional and I have never experienced such an awful customer service. Asos was once a great company but has seriously gone down hill. I will never use them again. I don't usualy post reviews but I felt I needed to warn others. I'm now stuck and have no idea what to do. All they keep saying is order a second dress, I tried to explain to them that not everyone has an endless pot of money. I had to save for my daughters prom dress and she was so excited, now she is heartbroken and I feel helpless.

Have ordered 20+ maternity items. Had to return or replace some due to fit. Followed directions for returns to the letter. They did not do all refunds. I'm still missing a few hundred dollars. Customer service is lacking to say it politely. I get a different person responding to my inquiries (all via email) IF they even get back to you. I have submitted bank statements, their own email confirmations of receipt of returned items, as well as postal receipt. Their reply? "sorry could you please send us further information." Outright thieving in my estimation.

I ordered an 8.5 from the women's section of the website and there was no indication that they would be men's sizing. The model was a woman, the section of the site is women's and the size chart is women's, no where in the description does it mention sizing in mens. I opened my package and I had received men's shoes. I spoke to people in the chat centre and all they want to do is argue that all adidas shoes in the world are in Men's sizing. This is not true. I own 5+ pairs of NMD; s in women's sizing. I also bought two other pairs of adidas from them on a seperate order and both came in women's sizing... Will NEVER order from asos again if this doesn't get properly fixed. The other reviews are right. They Are arguemebtitive they rudely close the chat when your still speaking and they speak down to you or act like it's your fault.

I ordered a bridesmaid dress about 2-3 weeks ago. Finally received the package and was shocked to find a PINK dress when I ordered NUDE, I thought it was just because the colors online look different from the real thing, but when I opened the packaging, I realized that ASOS sent me the WRONG dress. I tried to get in touch with customer service but they were not in a hurry to help me with a replacement - I asked for express shipping for the replacement, but got turned down saying that may be taxed (charged extra). Now I'm in a time crunch and I just want some information about a refund, but I contacted customers service twice and it's been a day or two and i haven't resolved my problem. If they sent me the wrong item, I do not expect to pay for shipping to return a wrong item, is that too much to ask?! How is it my fault that ASOS sent me the wrong item? My friends have told me good things about ASOS but I'm just saying, my first time experience so far has been terrible. I don't think I will be ordering from them again and if my friends ask, I will definitely warn them about bad service.

NEVER shop from asos. Made an order 3months ago going to 4 they keep pushing dates keep telling me to wait. And still nothing. I have requested for my refund like a, million times and these people don't want to give me my money back. As a, matter of fact they are, acting like they are not seeing my refund message. NEVER NEVVVVERR SHOP FROM THERE OR U WILL JUST LOSE YOUR MONEY. There are plenty other more online shops far better more reliable and they deliver if anything happens they give refunds instantly

This is not exaggerated. It's the worst customer service ever. They are arrogant and like to close the online chat rudely. They don't treat you as customers. It's their company culture
I placed an order on their website but received the wrong item, which I didn't fuss about. But I forgot the email address that I used to place that order so I asked them for help. The very first staff called Mathew simply said he was unable to help and close the chat rudely. And then the next one asked me to provide the billing address and the order detail, which I did. She asked me the phone number and then told me they would get back to me within 24hours.
After one week, no one call me, So I contacted them again. Just like last time, asked me to provide me the phone number, told me her manager will call me within 48 hours and rudely close the chat before I finished.
Two days later, still no one called me, I contacted them again. Still the same, wait for another 48 hours and close the chat rudely again.
It goes on and on like this.
They just don't treat you as their customers. That's why the customer service team can fool you again and again and close the online chat as they want without asking you if you have any further questions like THEY are the customers. It's just their company culture. Do NOT shop on asos.com anymore!

I recently decided to order a few dresses from Asos as they have a large selection of maternity items. It was my first time ordering from the site and it will definitely be my last. My delivery date was delayed 24 hours, which happens. The next day, I got home from work only to see that my package had still not arrived. After contacting customer service (which is very inefficient, as the only means of communication is through chat) I was told the delivery was yet again extended to an entire week. No email notifications, nothing. I had to follow up on everything myself. Their tracking system is also very vague as it does not show the city or state in which your package is currently
In. Never again will I make the mistake of ordering from Asos.

I ordered two pairs of sandals from this company.
I've traveled to China many times and visited the markets where they sell knock off goods for cheap (bargain prices). The sandals that I purchased from ASOS certainly came straight from China.
They were awful; poor quality, wrong size (I ordered a US 7, for one pair, they sent me a 38, which is a US 8), and looked nothing like the photos. They were the Pull&Bear platform sandals.
The two pairs of sandals were in no way worth the $46 and $68 I paid for them.
I tried on one of each and immediately put them back in their original bags, even left the protection tape on them, and sent them back.
ASOS is refusing to refund one pair ($68) due to "hygiene" issues "determined by the warehouse" and I've been told there is "nothing else that can be done." I also haven't received the shoes back from when I shipped to try to return them.
This company is a fraud; don't waste your time or your money buying from them. Awful.

The product is fine, the customer service and their communication is HORRIBLE. I will NEVER shop here again! My first experience was HORRIFIC and I tried to communicate with them via chat and email as they do not have a US phone number. Even after getting NOTHING resolved, I thought I'd give them a 2nd try. JUST AS HORRIBLE as the first time. Don't waste your time or money with this company. The shorts I ordered arrived missing 2 buttons and my attempts at rectifying this were futile. I ended up replacing the buttons myself, as I really liked the shorts, and was offered NO compensation

Ordered a pair of trainers, they sent the wrong ones and unboxed. They couldn't replace them as they were out of stock. The majority of there items always seem to be out of stock!? These trainers were for my holiday and I didn't even get as much as a small apology for the inconvenience caused! The customer service is shocking and you can get the majority of the items on asos cheaper else where if you shop about, there customer service is shocking, there over priced, the majority of there stock is always out of stock and you only have to read the endless amounts of bad reviews about them online to keep away from this company