I never received the item ordered and I have not been refunded either. Make sure to boycott asos and stop using their products.

Very poor customer service. My daughter saved some money to order couple of items. She ordered size medium by mistake instead of small. When the items arrived, she realized straight away and asked for an exchange, without even opening the items. ASOS said she had to send them back for a refund and make a new order, but the items were 40 pounds more now. I told them we just needed an exchange, but they refused and insisted on making a new order for 40 pounds more, or wait until the items go on offer !! While of course the returned items will be sold to other customers for the new higher price. She did not have that extra amount, so she just had to send them back and not order what she wanted. She is very disappointed now. Chat reference is 47252495. Order reference 861446095.

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ASOS have blocked my account without issuing my refund and tell me there is nothing they can do because the account is blocked! What a way to trick money from people! Avoid at all costs. ASOS provide poor quality, faulty clothes and then block your account without letting you have your say. I have been a loyal customer for over 10 years and they were so quick to block me for no real reason!! Terrible customer service! Stay away!

Don’t waste money on the delivery fees because I paid an extra 7£ for next day shipping just for it not to turn up at all. The customer service is utterly pathetic, you only have an online live chat which means you mostly get automated responses. I personally would not recommend buying online from here - save your money, effort and time

i ordered from ASOS they sent me the wrong sized item and i was told i couldnt do an exchange i had to return the item then re-order it and it takes 10 days for order to be returned fully to my account, then i re-ordered the item again to recieve the wrong size again and now told when i have sealed it back up with a return label that i also need to send them a pic of the wrong size and if the bag isnt sealed properly after i have opened it again then i need to pay for said items if they are damaged on return. not great customer service for goods or returns.

Bought a bikini from ASOS - had to buy the top and bottoms separately as this was the only option. Quality very poor and the first time I wore it the bikini top broke - wire poking through the fabric into my chest. I had already worn it so unable to return. I contacted ASOS who agreed to refund the top but not the bottoms as "they are not a set"?! The bottoms are now unwearable as they don't match anything else I own, and the thing that frustrates me the most is the inability to speak to a rational person who understands that this stance is ridiculous. I will never be shopping with ASOS again. I've never encountered such frustrating and deliberately obstructive customer service.

I dropped off the items on 23Dec 2022 and Asos received them on 28Dec2022, after opening a dispute on PayPal and several emails back and forth, Asos finally accepted to refund the amount according to the last email on 20 Jan 2023, but they didn't! I have the tracking number and everything. I’ve been their customer for several years and this time is not even their first time. Each time I have to contact them for fixing their refund issues. I'm not going to buy from them anymore and won'recommendthem to anyone. And also will write this review in every possible space to let others know how disappointing Asos is! So unsatisfied! Invoice Number : 24BYPNW3FKN66H

Got refund of £0.60 for a £54 jacket.

I started shopping with ASOS in November and my first four orders I had no issues. Sent a couple of things back and was refunded within a week. However my last three orders have been a nightmare. I received the wrong item twice and was sent an item I didn’t even order. Customer services were helpful on that occasion and sent a replacement. However the last items I returned haven’t all been refunded and my latest order was missing three items. The bag wasn’t sealed properly so I’m guessing they fell out if they were packed in the first place. Was told 3 times 24 hours and I’d receive confirmation of a replacement but I never did. I’ve read reviews from people that have been told the same thing and then had their accounts closed with no refund so I’m now concerned. You can see in the evri delivery photo the bag isn’t sealed properly but admittedly the angle doesn’t show how open it actually was. Even if I do get replacements I don’t think I’ll shop with them again.

They sent me dirty used clothes that were wet! Completely unhygienic and clearly no inspection in place for returned goods. I would avoid them in a world full of diseases.

Never received my parcel. 3 months of waiting. Contacting ASOS the first time ended up with telling me it was sent again and I would get confirmation email up to 48 hours. Never happened. The second time they said that maybe of technical issue it hasnt been done. They proceeded that again. And guess what: no email, no delivery! I contacted them again.... they said maybe of technical issue.... blablabla. I asked about refund. We will see if I get that. I don't think I will ever order anything again there. I understand the parcel can be missed etc. It happens. But if customer servive can't handle the situation 3 times then... not worth of risking again.

Took just shy of two weeks to arrive, I was never informed of any delays, I was advised it would arrive early with nothing else communicated, customer service was shocking, their is no one to call, just an online chat where you just get passed around from pillar to post not a single person between them all could help it was like talking to a wall which just kept fobbing you off hoping you would go away, just a disgusting service, I even wrote a complaint to have this escalated & they just don’t care… defo go & buy elsewhere & get a better service!

Terrible. 3 weeks and still waiting for my order! Every day, I chatted with someone different, all giving me rubbish excuses and that the package will be sent soon, soon after a supposed technical issue, as well as another saying it's an issue with the carrier. It's been a week and told the same; that their specialist team will contact me. If they cared, surely someone could go and get the clothes I ordered, put them in a bag/envelope and send them. We won't be using them again! Update: tried to get a refund, as Under the Consumer Contracts Regulations your right to cancel an order starts the moment you place it and doesn't end until 14 days have passed from the day your goods were delivered to you, but they wouldn't even do that. disgusted

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.

I had a parcel delivered by Hermes on 4/11/21 whilst I was at work. The courier left it behind my recycling bin. When I arrived home at approximately 7pm NO PARCEL. I searched all around and checked with my neighbours but nobody had seen anything. Completely distressed I contacted Hermes. They contacted me back within 48 hours giving me an incident number for ASOS. Getting through to ASOS on their live chat was a complete nightmare. Continually cutting out. I had numerous chats with different people having to explain the situation over and over again.I have been waiting 20 days for some sort of response. Finally today when I was leaving work I seen an email from ASOS basically calling me a criminal, closing my account and refusing to give me a refund for the goods that I NEVER RECEIVED. Can't believe the shocking service I have received. To add to my stress I now have to contact the Citizens Advice bureau to find out my legal right. I am also going to publicise it through Martin Lewis. BUYER'S BEWARE!!!!! Everything is great until you have a problem. This situation is something that was completely out of my control. I was actually the only person who hadn't seen this parcel. ASOS have handled it and Hermes have handled it. I am an innocent victim being treated like a criminal by ASOS!!!

I've returned some items as they had clearly been used and re packaged. This was over a week ago. Been trying to contact asos on the we chat online but it just spins. The customer service or Serb hat is non existent. They just take you money and don't care. How does anything get sorted at asos? You'd think a big company like this would care about its customers

Regressed, Poor Customer Service: I've used Asos for many years now & the decline in their service & customer service is poor now. The customer is now left to chase everything, even where a rep is to follow up, say reordering a replacement lost order, sending you email notifications, processing late returns that they've had back for almost a month, etc. The list goes on & that's just this month. They get paid for their role, yet customer is now to be fulfilling their incomplete to-dos. The responses to queries just say what you want to hear, like "we've got you" lol, but the issue isn't resolved or followed up. They tell you, give it 2 days for almost everything, then you need to again waste your time re- contacting from scratch. Oh & next day delivery can become 2 weeks late; lost order, left to you to sort out. Even after your query. They used to amend their errors with either goodwill gestures or replacing what you've lost due to them, such as a promo code, now they offer nothing and resolve very little. Their reps seem to be either inexperienced or lacking sound judgement overall in what customer service should be. They get lost in all their go-to script of "worry less I'm here to help you... I'll sort this.." blah blah.