ASOS Reviews - www.asos.com

★★☆☆☆
2.2 / 5
33% of users recommend this
  • Customer Service

  • Quality of website

  • Value For Money

Summary

Discover the latest in women's fashion and men's clothing online with ASOS. Are you a regular shopper? Submit your review and tell us what you think about the site.
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★☆☆☆☆

“Delivery disaster”

Written on: 14/07/2014 by 137McNally (1 review written)

I recently ordered a dress at asos for my housewarming party and since I ordered it 2 weeks before the event, i opted to get the free shipping thing. Its not the first time i ordered to asos but i always paid the 2-day shipping and i didnt have any problem with the delivery etc. like i always do i made sure to check everything before finalizing my order so im sure i gave them ghe right address ..but to my dismay asos sent it to the wrong address-to my previous one. I called the place where i… Read Full Review

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Asos.com's Comment

Written on: 14/07/2014

We're so sorry to hear this. We can definitely get this sorted for you. If you could send us a private message with your order number and email address on Facebook or get in touch with us on Twitter, we'll get straight on the case for you. ASOS Julia

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Csantiago's Comment

Written on: 14/07/2014

I would prefer communicating here since im not sure if anyone from custosmer service will get back to me. My order number is 116241405.

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Asos.com's Comment

Written on: 15/07/2014

Hey we wouldn't want to share any private information publicly so if you pop this over to us on Facebook/ Twitter we will definitely sort it there. ASOS Charlotte

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★★★☆☆

“Good website, terrible service”

Written on: 12/07/2014 by Moniquem1990 (1 review written)

Similar thing happened to me. First time i ordered was this bikini top nd i received it on time BUT with the straps missing so had to return it via mybybox and received a new order with the straps and they offered me a refund, which im not sure i received. Then i wanted to order again, two items. Received them both. Tried on the pants, didnt fit. Ordered new size. That size is out of stock. Fml Asos has awesome clothes, however the service suuuuuuuuucks. And material is ok. For gods sake… Read Full Review

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Asos.com's Comment

Written on: 15/07/2014

Oh no - we're sorry the straps were missing from your Bikini Monique. If you ever have any issues with an order, then just give us a shout so we can sort out a replacement asap. This then saves you the hassle of having to re-order. Don't worry we can defo make sure you've been refunded. Just tweet, Message us on Facebook or email us through our help page. Our stock levels are constantly going up and down. It somethings HOT it can sell out quite quickly. The good news is that we have a back in stock page which you can check out on our website. If you need anything else, just let us know. ASOS Leyanne

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★★☆☆☆

“ASOS Premium not worth it”

Written on: 08/07/2014 by Abernathy268 (1 review written)

ASOS is an OK shopping site... until... you actually need customer service. So after having joined Premium - especially for the free returns I found that navigating the crazy process of just actually printing a postage paid label was so involved that I almost just resorted to paying outright for the return. Then I tried to work out how to email ASOS. OMG - now that was tricky. I am pretty IT literate and I can tell you this process was NOT EASY. I don't have a problem with shopping at ASOS… Read Full Review

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Asos.com's Comment

Written on: 08/07/2014

Hey if you're having problems with our returns or Premier service, pop us over your registered email address in a Private Message on Facebook or via a DM on Twitter and one of our Social Advisors will help you out. Thanks ASOS

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★☆☆☆☆

“bad customer service ”

Written on: 06/07/2014 by 276Beebe (1 review written)

i used three credit cards to place three seperate orders, but after 1 hour, i received exact same emails saying teh card could not be processed and conact customer service. when contacted, customer service requires copy of license and other is.....i m not giving all tht to buy some clothes.. do not buy anything from them if u r in the usa u been warned… Read Full Review

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Asos.com's Comment

Written on: 07/07/2014

Hey, I'm sorry to hear this, please don't worry as all orders are subject to security checks, this isn't anything to worry about, it's just sometimes we may ask for additional information before we can send out your order. If you've any concerns or questions, please send them over in a reply to the email we've sent and we'll get these answered for you. We look forward to getting this sorted out for you. ASOS

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★☆☆☆☆

“WORST service in LIFE!”

Written on: 04/07/2014 by Tamaramadison (1 review written)

I placed an order April 30th and waited over 2 months for the order, against my will, and it did not show up. I contacted asos and they told me to keep waiting. I did and again....nothing. They were now out of stock on two of my items and could only resend one of them. Mind you, when they send you your pkg, ThErEs NO TRACKING INFO!! They don't even know which courier they use to ship to you, even when I told them I'm in Toronto,Ontario, Canada. They take about a week to get back to me and… Read Full Review

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Asos.com's Response to Tamaramadison's Review

Written on: 04/07/2014

Hey, we're so sorry to hear your still waiting for your goods to arrive and for all the problems you've had, we can definitely get this sorted for you. If you could send us a private message with your order number on Facebook or Twitter, we'll get straight on the case for you. ASOS Katie

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★★★☆☆

“Great products, SLOW shipping”

Written on: 19/06/2014 by RickyPollard192 (1 review written)

I adore the products on ASOS, and have frequently found some good buys. However, the shipping is consistently slow— as in, it typically takes at least 8 weeks for my ASOS purchases to arrive, sometimes longer. I ordered some summer maternity items about a month ago and paid for priority shipping because I need these items ASAP (it's not like they'll still fit next summer!) The tracking on my items show no movement since May, and I am getting extremely nervous that these items will not arrive… Read Full Review

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Asos.com's Comment

Written on: 19/06/2014

Hey, we're really sorry to hear you're waiting for your maternity goodies to arrive. If you've emailed us, have you checked your junk folder as sometimes our replies end up there, depending on your spam settings. You can also DM us via Twitter, or send us a private message through Facebook and we'll get back to you as quickly as we can, promise. ASOS Gayle

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★☆☆☆☆

“VOUCHERS”

Written on: 17/06/2014 by jcan1 (1 review written)

I have a credit with Asos which I cannot spend because I do not have a credit or debit card. If you want to give someone vouchers, you will need to check that they have a credit or debit card first. You don't have to do this if you use a more efficient company like Psyche (who also deal with queries by immediate return) Its no wonder Asos are giving profit warnings… Read Full Review

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Asos.com's Response to jcan1's Review

Written on: 18/06/2014

Hey,

I’m sorry you’re having trouble using your gift voucher. The reason for a credit/debit requirement is in case your voucher doesn’t cover the full purchase amount. If your order value is less, then no action will be taken from the card. If you don’t have access to either card we’d be happy to refund you. Please direct message us on Twitter, or send us a message on our Facebook page with the order number and account email address, for the purchased voucher. I look forward to hearing from you. ASOS Alison

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Jcan1's reply to Asos.com's Comment

Written on: 19/06/2014

I've ordered a pre paid debit card which I don't want and which has cost me money so I will carry on and in future use companies that accept a voucher as a payment method and you just accept that as a limit to be spent (ie every company but yours).

I never did get a response to my email sent 9 days ago by the way.

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Asos.com's reply to Jcan1's Comment

Written on: 19/06/2014

Hey Jcan1, did you chat to someone via FB or Twitter about this? If so, your email would have been closed down. If not, it might just be because we haven't picked it up just yet - we're really busy. If you want to chat more about this, please either tweet or send us a message on FB. ASOS Chantelle

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★☆☆☆☆

“Terrible customer service, still cannot get my refund”

Written on: 17/06/2014 by SamuelSimmons1994 (1 review written)

I cancelled an order and after 2 months, still my money was not refunded. I have spent more money in international phone calls from NL than the original amount they have to refund me. Still no news of my money. Yesterday they promised to call me back, never did!!! Horrible customer service, I will get legal assessment now to pursue them… Read Full Review

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Asos.com's Comment

Written on: 17/06/2014

Hey SamuelSimmons1994, I'm really sorry to hear you're still waiting for your refund. As an online business, we deal with all customer queries through email, Twitter or Facebook which is why we're not set up for high amounts of calls. We have had issues with refunds automatically sending when orders are cancelled, and I'm sorry you have been affected by this. I'd love to get this sorted for you so will need you to send us over a tweet @ASOS_HeretoHelp or leave us a message on our Facebook page. I look forward to hearing from you. ASOS Chantelle

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★☆☆☆☆

“Horrible customer service”

Written on: 15/06/2014 by Mainy8 (1 review written)

I'd ordered a pair of shoes from ASOS, which I paid extra for to get in time. It's now over a week late and their customer service seems careless. They just keep giving you useless standard information and keep asking for your order number even though you've told them so on many occasions. And Their responding time is 1 day or more. My track and trace haven't worked at any point and is linking to a parcel delivered last year in stead. In all of this ASOS finally gave me a parcel number I… Read Full Review

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Asos.com's Response to Mainy8's Review

Written on: 16/06/2014

Hey. I'm so sorry that your order was delayed. I can definitely help you locate your order. If you can send us a private message with your order number on Facebook or Twitter, I'll get straight on the case for you. ASOS Jenny

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★☆☆☆☆

“HORRIBLE CUSTOMER SERVICE”

Written on: 15/06/2014 by 2Malone (1 review written)

I ordered from asos and I never got my package. They refunded my money so I wasn't too mad. But then I decided to order again, this time something that I actually needed for an event, and again that package never came. Their customer service is stupid and horrible especially in the event that someone needs immediate help. They do not provide a phone number they only communicate by email and are very very slow to email you back. DAYS PASS and still no email. They have nice things but I will not… Read Full Review

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Asos.com's Comment

Written on: 15/06/2014

Hey, we're sorry that you've been having trouble with your recent orders, we're not set up as a call centre which is why we don't have a phone number and deal with all requests/queries online via email, Facebook or Twitter. So if you contact us through a Private or Direct Message via one of our social sites with your order number, we'll be able to help you. Thanks ASOS Christian

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Smartsquirrel's Comment

Written on: 12/07/2014

Similar thing happened to me.
First time i ordered was this bikini top nd i received it on time BUT with the straps missing so had to return it via mybybox and received a new order with the straps and they offered me a refund, which im not sure i received.
Then i wanted to order again, two items.
Received them both. Tried on the pants, didnt fit.
Ordered new size. That size is out of stock. Fml
Asos has awesome clothes, however the service suuuuuuuuucks. And material is ok.
For gods sake, why do all the things i love go out of stock and why is the shipping so difficult( unless using mybybox).
Cheers!

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★☆☆☆☆

“WORSR CUSTOMER SERVICE EVERRRR!!!!”

Written on: 12/06/2014 by CitySlim (1 review written)

I ordered a dress for my 25th birthday on June 2nd. The dress was $300 n change. According to Asos's shipping information, standard shipping would take 6 business days. My email confirmation said my dress was suppose to arrive on June 10th. I contacted Asos via email because there is no phone number. I told them I ordered the dress for my birthday which is June 15th and that this is a major inconvenience and very unprofessional. I also asked could they tell me the location of my parcel. I… Read Full Review

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Asos.com's Response to CitySlim's Review

Written on: 16/06/2014

Hey. I'm so sorry to hear your order was delayed. We understand how important this dress was for you. Have you now received your dress? If not please give us a shout either on the Facebook page, or Twitter. If you let us know your order number we'll happily get to the bottom of this for you. ASOS Jenny

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★★☆☆☆

“Asos is a great market place for clothing but their...”

Written on: 12/06/2014

Asos is a great market place for clothing but their own brand is of terrible quality. After buying a dress in a size 4 and not physically being able to get it on as it had no zip and was purely elastic I ordered a size 6. This I could not get on either, it had the worst elastic round the middle and I doubt anyone would be able to physically get it over their shoulders. As a very small woman who weighs no more than 40kg, I figured there is obviously a design fault. This was my first time… Read Full Review

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Asos.com's Comment

Written on: 12/06/2014

Hey, This is defo not what we like to hear - especially as it was your first time shopping with us. If you're buying anything from the ASOS Collection, then we do have handy size guides to help you choose the right size. We're also introducing a cool new feature called fit Visualiser which lets you compare the size of your own clothes with those on the site. At the moment, this isn't available on all items, but if it is you'll spot it next to the size and colour options. We offer free returns from the UK and US, so if you live in either Country just pop your order back using your return note and we'll be able to refund you. If not, as this is your 1st order we'll happily re-reimburse your return costs. Just pop your order number with a copy of this review over to us in a Facebook message, Tweet or email us through our Help page. ASOS Leyanne

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Asos.com's Comment

Written on: 12/06/2014

Hey there, We're really sorry to hear of this experience you've had, it certainly doesn't sound acceptable. If you could get in touch with us through either Facebook, Twitter, or our standard email service, we'll be able to take another look at this and sort you out with a promo code to use on your next order. Please do get in touch when you can. ASOS

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★★★☆☆

“Awful customer service”

Written on: 10/06/2014 by flokeill (1 review written)

I love ASOS, I shop there all the time and I still will but their customer service is the worst I've ever encountered. When you try to get in contact via email they are adamant that you catagorise your question which, most of the time, ends in them giving you the answer they think you need and not telling you any other contact options. This just leaves you at a dead end. As for the phone lines, I've never been more frustrated in my life. I've had relatively good experiences with customer… Read Full Review

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Asos.com's Response to flokeill's Review

Written on: 10/06/2014

Hey, I'm so sorry to hear you've had some trouble contacting us - we're so busy at the moment and trying our hardest to get back to all our customers as quickly as possible. Have you tried contacting us via our Facebook/Twitter pages? You can drop us a private message on our Facebook, or DM us - our social media advisor's are speedy with their responses and always happy to help. Please accept our apologies for any inconvenience this may have caused you, and we look forward to hearing from you soon and getting your query resolved. ASOS Holly

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★★★★★

“Won't Shop Elsewhere!”

Written on: 10/06/2014 by Cowan114 (1 review written)

I have been shopping with ASOS for years now and in that time I have only returned 2 items and this is because of my indecisiveness not a fault of theirs! I know what sizes to get and I know I can rely on them to deliver my parcel on time. Their petite collection is great for teeny person like me! I love the fact I can try the items on in the comfort of my own home (I hate the changing rooms on the high street with the unflattering lighting and tiny cubicles!) knowing that if I change my mind… Read Full Review

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Asos.com's Comment

Written on: 10/06/2014

Hey, thanks so much for getting in touch with your lovely feedback. We're so pleased to hear that you're happy with your shopping experiences with us! If you ever need anything or have any questions, you can contact us via our Facebook page, Twitter or following our Help & Contact page on our website - we're always happy to help! Thanks again & Happy shopping! ASOS Holly

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★☆☆☆☆

“Shoddy service!”

Written on: 08/06/2014 by ArielRed (1 review written)

I ordered a dress for a wedding in plenty of time (a 2 week window). The dress was delivered to a previous address despite the system setting my current address. The delivery was sent back to the depot and I was contacted regarding this by ASOS. Even though there was a delay, at this stage, I was ok about the delay and was told the dress would be with me in the next 4 days. The dress didn't arrive and I emailed ASOS as I could not find a phone number to contact them (elusive, it seems). A… Read Full Review

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Asos.com's Response to ArielRed's Review

Written on: 09/06/2014

Hi, I'm deeply sorry to hear of the trouble you've had with your order. Please rest assured that this does not reflect the usual high standards of care we take to ensure our customers have the best shopping experience. We really do value you as a customer, and so we can look into this for you, could you either send us a message via Facebook or DM us over at @ASOS_HeretoHelp with your order details and we'll look into this as a matter of urgency for you. Again please accept our apologies for any inconvenience this may have caused, but please be assured we'll get this sorted for you. We look forward to hearing from you, ASOS James

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★☆☆☆☆

“Shoddy service!”

Written on: 08/06/2014 by LittleMermaid (1 review written)

I ordered a dress for a wedding in plenty of time (a 2 week window). The dress was delivered to a previous address despite the system setting my current address. The delivery was sent back to the depot and I was contacted regarding this by ASOS. Even though there was a delay, at this stage, I was ok about the delay and was told the dress would be with me in the next 4 days. The dress didn't arrive and I emailed ASOS as I could not find a phone number to contact them (elusive, it seems). A… Read Full Review

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Asos.com's Response to LittleMermaid's Review

Written on: 09/06/2014

Hi, I'm deeply sorry to hear of the trouble you've had with your order. Please rest assured that this does not reflect the usual high standards of care we take to ensure our customers have the best shopping experience. We really do value you as a customer, and so we can look into this for you, could you either send us a message via Facebook or DM us over at @ASOS_HeretoHelp with your order details and we'll look into this as a matter of urgency for you. Again please accept our apologies for any inconvenience this may have caused, but please be assured we'll get this sorted for you. We look forward to hearing from you, ASOS James

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★★★★★

“Great service”

Written on: 07/06/2014 by Kristiani23 (1 review written)

I live in the North east of England. Used the standard delivery. First time the product (mango trousers) came in just 2 days! Second time took three. No problems whatsoever… Read Full Review

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Asos.com's Comment

Written on: 08/06/2014

Hi Kristiani, Thanks for the amazing feedback! It's great to see that you're enjoying our super speedy Standard delivery and we hope you love your new Mango Trousers too. Don't forget if you need help with anything, pop us a message over on Facebook or tweet us @ASOS_HeretoHelp - we'd love to hear from you. Thanks again Kristiani, hope to see you again soon! ASOS James

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★★★★★

“best online shopping ”

Written on: 03/06/2014 by ssahi (1 review written)

ASOS has never dissapointed me, been shopping for almost 3 years . Its 100% better than boohoo ,missguided and any other online shopping. I love everything about ASOS espciallyy the delievery service they provide is the best ! you can buy whatever you want without worring about the delivery charge ect . its not a scaming website like missguided ! Simplyyy love shopping with ASOS and THANK YOU ASOS ! Miss SSahi :)… Read Full Review

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Asos.com's Response to ssahi's Review

Written on: 04/06/2014

WOW. Thanks a bunch for this ssahi. It really means a lot that you enjoyed your ASOS experience. I hope you're lovin' your new things and have fully prepared yourself for the Summer. Have a fantastic week! ASOS Scott

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★☆☆☆☆

“Never Received My Item!”

Written on: 02/06/2014

I online shop regularly and have never had an issue ordering, tracking, and receiving shipments. This was my first experience shopping with Asos and I ordered one item and opted for 2-day express shipping. An order confirmation and shipment confirmation email were sent to me; however, I never received my item and it is now close to 2-weeks late. 


I have emailed Asos 3 times regarding my issue and have not received any response. Asos took my money yet never provided me with the item I paid
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Asos.com's Comment

Written on: 03/06/2014

Hey, Sorry to hear that you haven't received your parcel. We've been crazy busy at the mo so that's why we're not our normal speedy selves. I understand that this isn't the experience you wanted as a first time ASOS-er. If you head over to our Facebook page or to the whiz kids on twitter then they will be able to track your order down for you. All you need to do is let them know your order number and query and they'll do all the hard work for you. Apologies again for any trouble that has been caused. ASOS Sarah G

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★☆☆☆☆

“Got cheated on ASOS returns”

Written on: 30/05/2014 by anjali6 (1 review written)

I ordered a big shipment (~$450 worth of clothes) in April. I returned more than half the items in May, but when I got my return confirmation, only some of the items were listed, and one of the items I didn't return was listed as a return. My refund was $250 instead of $350. I tried contacting them, but there is no easy way to do that on the website. So I left a query on the website, and received an email saying they'd get in touch with me. This was 9 days ago. There is no phone number on the… Read Full Review

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Asos.com's Response to anjali6's Review

Written on: 30/05/2014

Hey anjali6, Thank you for the feedback. Our returns are extremely easy to follow, making you returning items to us a piece of cake. If anything happens like this you can always contact our customer care team. We're always on hand to aid you when you need it. I appreciate that you contacted us straight away about this. But we are really busy right now and may take a little longer getting back in touch with you. But we will aways get to you and help you out with anything! When making a return we always recommend grabbing a copy of your returns receipt. This will your proof of return. As a return is your responsability when you send it back this will proof that t was sent by you. Sometimes when we receive your package we won't process it all at once. It can take up to 72 hours for the whole order/s to get refunded, so it's always best to allow this time to pass. ASOS Scott

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Anjali6's reply to Asos.com's Comment

Written on: 30/05/2014

Thank you for your quick reply. My return was received on May 10. I waited a few days to see if the rest of my return would be processed, but it wasn't. I contacted the customer care team on May 21. I still haven't heard anything yet. It's been longer than 72 hours, and my refund was already given to me in my bank. I am very worried that there is a $100 discrepancy between what I returned and what I was refunded. Is there a phone number I can call to talk to someone about this?

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Asos.com's reply to Anjali6's Comment

Written on: 30/05/2014

I'm sorry Anjali6 but we don't have a phone number for you to call. I completely understand your concern here. We never leave a customer unsatisfied, so I promise that we will get to you and help you out with this. You can email us through our help page, talk be me on Facebook and even at @ASOS_HereToHelp on Twitter by sending us over a direct message. Once again I'm so sorry for the delay, but we will have this sorted for you soon. ASOS Scott

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