"I recently placed an order which was cancelled and account blocked, no clear explanation from Asos. Just keep getting told someone will be in touch then I receive a generic email saying after reviewing your account we have made the decision to keep the account closed. Same thing happened to husband who placed his 1st order with Asos. What is going on? You can't even speak to someone in the phone. Absolute joke. "

"Canadians beware:

Do not shop at Asos. You will not be able to get your refund from customs as their website states if you choose to refund your products. You will only receive refund for what you purchased. I paid $613 in customs fees and have not been able to get anything back despite all efforts. No help from Landmark global or Asos.

Your request WILL be denied as Landmark global (the courier they hire to ship to Canada) does not respond to any requests for documentation you will need to obtain your custom refund from thr Canadian Border Service Agency (CBSA).

Terrible company! They should be using another courier but clearly do not care about any of the Canadian customers enough to do so. CBSA mentioned they have so many unresolved or denied cases due to the fact Landmark/Asos have not helped canadians produce the customs documents (proof of import and export) required for them to provide the customs fees refund.


Just shop somewhere else. Not worth it!!!"

"Terrible customer services. They sent me wrong items and refused to refund. I really thought I could try to keep them without returning but they are size UK20 while I am just size UK4!!! So I asked them for refund without returns (because I am living overseas and it’s so expensive and troublesome for international shipment in the country Im living). I thought they would be flexible and it also states in their returns policy that customers can ask for refund without returns. They told me they couldn’t refund if I didn’t return the wrong items. Then I asked them if they could issue a promo code or voucher equivalent to the refund or they could just pay me back half of my money without needing me to returning. They said they just could issue me a promo code for 10% discount for my next order. I usually shop online and sometimes receive wrong items from those stores but never did they ask me to return for the refund (although they also have returns policy). I was very disappointed with ASOS and not happy with their CS at all. I had to place the same order and spent a long time chatting with a useless and unhelpful CS staff today. What a waste of time and money. "

"Don't even bother looking through ASOS. They have horrible customer service and their returns policy has changed for the worse. Honestly there are SO many other online clothing sites that are worth shopping at and will allow you to exchange and refund at your own pace. ASOS can suffer their losses after stealing money from so many loyal customers. "

"After being insulted by a returns agent that has no clue about an item because they cannot see the item, I have decided that ASOS are rude, immoral and definitely should not be trading to the public at all if they cannot sort their attitude. If you return something be ready for personal comment in your inbox. Extremely unprofessional and rude. Would like to point out that due to having cancer treatment in the past, our home is not only clean but sterile...we had to be to keep our child safe when on chemo. ASOS are disgusting to make allegations and I invite any inspection of my home"

"Bought some items fir Christmas presents, some if the items needed to be exchanged as they were the wrong size.
However when I tried to sign in to my account, it said I’ve been blocked, I now have no way of returning or exchanging the items, complete rip off company, avoid!"

"I ordered a bunch of stock the other day, they made a mistake with a the size of one item, when I spoke with their customer service, they ask me to ahip them back for a refund, the problem is that i have to pay 23$ for the shipping and the pants cost me about that prize so this basically means that I wont see my money back. When i told this to their customer representative, they weren’t able to give me any viable solutions. I should not have to pay for their mistake. "

"I shop asos on the regular for my clothing options and have for the past 6 years or more they are my go to for trend driven clothing options specifically the Curve line they offer a wide range of options and price levels and you cannot beat their shipping speed and they offer free returns for a small fee."

"I PLACED AN ORDER WITH ASOS AND AFTER MY PURCHASE I WAS COMPLETELY BLOCKED !!!!
THEY SENT ME AN EMAIL SAYING THAT MY PURCHASE WAS SUCCESSFUL AND THAT I WERE TO RECEIVE THE ORDER ON MAY 4TH 2020.

I WAITED THINKING I WOULD RECEIVE IT DESPITE NOT BEING ABLE TO TRACK MY ORDER!!!!

NOTHING ARRIVING AND TODAY IS MAY 12 2020

THERE IS NO WAY OF COMMUNICATING WITH THEM AND THEY JUST TOOK MY MONEY!!!!!"

"I placed an order and was told it had been shipped, when the expected delivery date arrived but no items arrived I checked only to find it said it was shipped on the delivery date, so I contacted ASOS to be told there was an issue and the items had not been shipped at all, this is the second time they have done this to me I have only used them twice, there will not be a third, appalling service and communication, there's plenty of other suppliers I'd advise try one of the others"

" I ordered 3 items from Asos for next day delivery, which was delivered by DPD delivering company. When I arrived home from a long day of work I noticed my packaging had holes at the back of the packaging and it did seem very light to contain three items which should of included a pair of trainers. When I notified ASOS via chat at 11pm they told me ASOS would resolve this issue. The next day I received a email which stated it's rare for ASOS items to go missing and they will not replace the item and for a refund I will need to contact my bank and my Asos account will be deactivated.

I was quite furious from this email I contacted ASOS 'customer poor care' who was very unhelpful, I requested to speak to the manager to know what and how was this case investigated for myself to turn from a victim to a criminal. I was told I would receive a phone within 24hr.

24hr went by I did not receive a phone call so I contacted customer care to find out why I did not receive a phone call from the manager, the customer poor care team said due to my account has been blocked there nothing the manager or she can do.
After a back and fourth conversation to understand why I could not speak to a manager and to find out why my account got blocked? Also what was being carried to catch this thief of a driver at DPD called Nathanael.

A loyal customer who has spent allot of money with Asos for the past 10 years who reported an item which has got missing was treated like a liar and a criminal.

Thank you ASOS and Thief Nathanael at DPD."

"Shocked at how such a big company has such terrible customer service. My package arrived 2 weeks later than stated and the entire time they just kept telling me it’s on its way and to contact them again if I don’t receive it. They told me this 3x! When I got the products they sent me the wrong size. To get the right size they suggested I spend my own money to send the package back once they receive it they will refund the item and postal fees and I will have to repurchase if the item is even still available. So you mean to tell me I have to pay for shipping and duties twice because of a company mistake. Not to mention the duties are so high because they charge a “handling fee.” Absolutely ridiculous, they’re customer service agents are rude in a passive aggressive way. "

"I ordered the red suit blazer and red suit pants and instead got 2 red suit pants. The customer care team was extremely unresponsive and didnt answer any of my questions they just kept telling me to return the items. So i returned both and only got a refund for half the amount. After a week of fighting with them i finally got the full refund. This company is a disaster. Avoid buying from them at all costs.
"

"Ordered couple of items, later on checked and found out that the address to be delivered is completely different from what I put as a delivery address. I live in LA and there is no chance I order items to be delivered to Delaware, where I haven’t been in my life. There wasn’t tracking number with the order summary. Contacted their customer service vie online chat, the lady told me that the items are dispatched and they can do nothing. She instead of trying to resolve the issue, which apparently was a glitch of their website, I got a long training on how to buy items in the FUTURE. No practical ideas how to resolve the current one, yet I got a very extensive training from an ASOS rep on future orders. To all my explanations that
The rep also lied to me, she told me that the items are dispatched (was March 10)and nothing they can do about it. She could not provide me with a tracking number though, yet in 3 days (March 13) I got an automated message that the items are dispatched and will be delivered in 7 days and they provided me with a tracking number. I checked the number it really was dispatched on March 13 and to be delivered to a Delaware. She basically was lying the whole time, that items are dispatched. She refused to provide any phone number so I can contact ASOS and talk directly, so we aren’t back and force through messenger, she also refused to escalate the issue to any supervisor. she was just having fun of me. The only feeling I got from the 1 hour e-conversation with her was that she is having fun of me, never experienced that, HORRIBLE FEELING THAT SOMEBODY IS JUST HAVING FUN OF YOU. At the end she ended the conversation, as I contacted them to sell an insurance.
"

"I used to buy THOUSANDS of dollars worth of clothes from asos EVERY MONTH. I've been shopping with them religiously since 2009. Here & there they'd screw up my order but always correct it with no problems. Then they switched to UPS iparcel and UPS delivered my items to the WRONG ADDRESS. Then after switching back to USPS for delivery they delivered a package to my PO BOX where the package was delivered to me OPENED & with a notice from USPS regarding the damaged package with ITEMS MISSING. My last order with asos was supposed to have 29 items in it. But it only had 26. When I contacted asos they replied via email stating my business was no longer welcome to them and they refused to send me the missing merchandise AND refused to refund the amount for the missing pieces. THANK GOD I purchased through PayPal b/c they (PayPal) protected me and issued a full refund. Asos is a billion dollar company so them kicking me to the curb & losing me as a faithful buyer means nothing to them. That's really stupid considering millions of people who used to faithfully shop there is what made them what they are. The customer service has gotten ridiculously worse over the NINE YEARS I've shopped with them to where it's almost non-existent. Way to treat your loyal customers that built you in the 1st place. I've searched online & see that thousands of other shoppers share my discontent about them so I know this isn't an isolated circumstance. It's sad they say to hell with the customer and focus only on monetary gain which borderlines on theft in certain situations when people are paying their hard earned money for products but not receiving what they've paid for. "