Asos.com

My frustration with this company has reached a new level of disgustI have shopped with Asos almost exclusively throughout my pregnancy I would inform all my friends that they too should look to Asos when purchasing maternity wear Stylish pieces, super affordable A no brainer Even after I gave birth, I still continued to buy pieces Never had an issueThen last month, I placed an order for workout outfits by Varley Leggings with coordinating sports bras I was disappointed when I opened my package to see the order was wrong They had sent me bras in one pattern (not the bra and leggings I had ordered) and sent me a completely different sports bra than I ordered Totally different pattern Needless to say, I promptly contacted ASOS "customer service" to resolve this issueI was informed that the items I ordered were no longer in stock, but they could send me a replacement sports bra for the one that came to me in a different pattern Bummed, I agreed to the replacement bra and prepared to mail back the bras that were sent to me (instead of the bra and legging combo)
Then the replacement came and it was THE SAME exact bra they had sent me by mistake the first timeAt this point have sports bras in a pattern I never orderedsports bras without the matching pants (because instead of pants they sent me another bra)
And a pair of leggings that goes with NONE of thisI'm frustrated I contact "customer service" and this is when I realize, I just keep getting the same response rehashed every time I contact themI'm starting to wonder if there's actually a human on the other side of the messengerI express my frustration, they inform me I must send back all items if I want a refundI ask if there is any compensation for incorrect orders being sent to me They tell me, they do not ever offer any compensations Ever Not even 10% off my next order to encourage me to keep shopping with Asos? NOTHING I find this odd I ask to speak to a managerI cannot They flat out refuse to put me in contact to anyone who could possibly help further This to me is insanityI send my items backWeeks later I receive a partial refund A what? Why am I only being refunded for part of my order I text my friends over at customer service again times TIMES I get the same response each time They submitted my inquiry I will receive the rest of my refund in days days comes and goes and nothingAgain, I ask to speak with someoneOn the phone A manager Surely my money cannot rest in the hands of some faceless robot reciting stock dialogue to me I am now told someone may get back to me in hoursI request and email stating this Because the sheer insanity of this customer service needs to be documented and I'm starting to feel like I should seek legal councilI am still waitingIt's a real shame that this is what ASOS really isI enjoyed shopping with them I enjoyed telling my friends to shop with themAnd now I have to spread the word that they are petty thieves not remotely interested in providing any sort of real customer service

HelloI purchased an order of clothing from *** on 11/**/I returned several items that did not fit on 12/**/I have USPS confirmation that the items were delivered back to ASOS on 12/**/I’ve since reached out multiple times regarding the monies to be refunded only to get the same generic responseI’m owed $There is no verifiable phone contact to call this companyI continue to receive repeat messages that ASOS will further review my accountI’m told by various representative that there is not enough information to assist me, ASOS doesn’t have the answers, the items weren’t processed, etcI am unable to make contact with a live person that will address my concerns in a timely fashionI am receiving misinformation regarding the return protocol and need assistance in escalating this issueThis organization is holding onto monies that are rightfully mineThank you

I purchased a skirt in the mail on August *, the delivery arrived August **When the delivery was opened, ASOS had sent a dress by the same brand I had not ordered instead of the skirtI got in touch through Facebook messenger and was told I needed to send an emailSo I sent an email and received the response it could take days to get back to meI requested a sooner response, noting that summer is almost over and I’d like to receive the item I ordered as soon as possibleNo communication has been made and I last heard from their team Aug**While they’re following the policy they outlined, it feels wrong they’re making me wait so long to receive an item they incorrectly did not send in the first placeThey also gave no direction on what to do with the incorrect dress they sent, it’s all very frustrating and a bad customer experience

I received the wrong package, and when I contacted customer service via chat the rep, Nadim, would not issue me a refund, I asked to speak to a manager and he refusedI said I want my money back right away and I will send back the incorrect items even though it is an inconvenience to me to go to ***They stated no I cannot have my money back until they process my return packageThey kept arguing back and forth and at times completely ignoring meI want my money back, and now the item I ordered is sold out so I cannot even get it anywhereThe so called manager is *** ***

I was sent the incorrect item from this business, then tried multiple times to reach out to customer service with no helpI was a refund or the actual item I ordered

Items do not get delivered on time and they just ask you to keep waitingDo not buy from them

I ordered items via *** online 12/**/Per my order confirmation, items were charged to my credit card and would to be delivered on or before 12/**I contacted the company on 12/** because the items had not arrived as statedI was told the package was delayed and would be there by 12/**To track my package, I clicked the link to follow my order at *** *** ***, which indicated that my items were in transit on 12/**/Somehow, my items were shipped but disappeared when they arrived to the "designated country" as the tracker never updated passed 12/**/The last time, I contacted Asos, I received another email stating that someone would be in touch in 4-daysI do not trust that Asos will uphold its agreement as I believe I am getting a run aroundAt no time, did Asos offer any information on the location of my package after 12/** -- that tells me that Asos does not value customer service or its customerBusinesses that do service recovery well remain in busine

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Terrible What internet retailer requires you to pay customs and make it your responsibility to do so? I chatted with customer service and they told me to take up the matter with the local customs agent? WOW!

It has been over a week since I was told that I would receive a "final answer" from the courier regarding my ASOS order - ***
I have yet to receive an update on the status of my order, and I initially reached out for assistance on June ***, -- almost days after the order was shippedSo far, there has been no progress made toward finding an acceptable resolution, and payment for the items has already been received by ASOS
My order was supposed to have been shipped on 5/**/16, and I have not received anything in my mailFurthermore, the tracking still says it's "in process" on June ***, which clearly, by this time, the package has been lost and obviously not in my possession
I have repeatedly requested a refund, but have not been granted such -- only that I should wait a few more days until they receive a response or update from the courierHowever, this response was given to me twice

I have shopped here before and had great experiencesI love the day shipping and free returnsHowever, I placed an order on Saturday for $and received and email on Sunday saying there was a glitch and my order hadn’t gone through but not to worry because I hadn’t been chargedBig problem, I was chargedI emailed them back and asked them why I was charged and what was going onThey claimed my card was declined and the funds would be back in my account in no timeI again replied and said I wasn’t extremely confused why my card would be declined if there was money in my account, asked when the money would be back in my account, etcIt is important to note that in all of these emails they are urging me to reorder! I assured them I would not be reording until I had my money back! Finally today I called my bank and they assured me that the charge had been processed normally, nothing abnormal, or wrong about itSo they filed a claim for me since obviously the clothes are not being sent from ASOSI sent a final email to ASOS telling them that the charge went through normally, I would never be ordering from them again, and to forward my email to a supervisorTheir response? We can see your card was declinedThe funds are being held by your bank and will be returned by your bank in 5-business daysTHEY HAVE $OF MY MONEY AND I WILL NEVER GET IT BACKAt worst they are committing fraud knowingly, at best they are committing fraud unknowingly and have terrible customer serviceI would give them stars if possible

I returned two orders about two weeks ago, requesting a refundASOS supposedly provides no-hassle free shipping AND returnsYou’d think this is a great perk for the customer, however, their return procedures are flawedCustomers should bewareI waited the days before reaching out about my return as ASOS says returns take up to business daysWhen I received my packages they included return labels and instructions for making the returnTheir marketing on their website and return instructions within the shipments tote a hassle free processYou’re simply supposed to remove the original shipment label on the package, replace it with the prepaid return label (paid and provided by ASOS) and then either leave it for your mail carrier or drop it in your local neighborhood mailbox bin for *** to pick upI did exactly as the instructions saidWhen I contacted ASOS regarding my return orders they asked for “proof of postage” and said it was the responsibility of the customer to add tracking to the return package and also “insure the items” that are being returnedThese steps are NOT included in their return instructionsWhen asked what is “proof of postage”, I didn’t receive a concrete answerAfter telling them that the return instructions DO NOT mention these additional steps, they resent me an email with the same script, repeating that I need to provide proof of postage and until I do that there is nothing they can doI then asked them why they wouldn’t know the tracking information for the return label that THEY providedThey then sent me an email saying they looked up the tracking for they return labels they provided and said it came back as “invalid”SO THE TRACKING NUMBER FOR THE RETURN POSTAGE ASOS PROVIDED IS INVALID?? AND SOMEHOW THAT IS MY RESPONSIBILITY AND FAULT?? They also looked this up for only one of the package orders I returnedSo in a subsequent email I asked them to track the other second packageThe “tracking number” that was assigned turned out to be the SAME as the other package they “supposedly” looked up: ***ASOS are fraudsTo end, the last email I received from them condescendingly advised the following “I can suggest contacting the carrier you returned your items with and asking for proof of postage or a tracking number”HOW AM I SUPPOSED TO DO THIS? GO TO THE POST OFFICE AND ASK FOR PROOF OF POSTAGE FOR PACKAGES THAT ARE NO LONGER IN MY POSESSION AND HAVE BEEN MAILED WEEKS AGO??
ASOS is a joke, and they do not care about their customersI have scrolled through several customer review sites including this one, and this issue with refunds and returns goes back for YEARSWhy haven’t they updated their return instructions on the slip included in packages stating that customers should add tracking AND insure their items? Its because if they did, the return wouldn’t be considered freeInstead they place blame on the customer on the backend and refuse to honor returnsSave yourself the stress and moneyDo not purchase goods through ASOSI'll be submitting this review on others sitesHopefully it helps others who review businesses before giving them their moneyI will from now on

In July I ordered dresses from them for my birthdayThe dresses arrived a few days before my birthday and I was super excitedHowever when I opened my box of the dresses I received was not a dress I order and another dress had an oil stainI reached out to them and told them that they sent the wrong dressThey told me that they will be sending me the one I want and although I won't get it by my birthday I will get it a few days afterA few weeks go by I never got the correct dressI reached out to ask them why and they told me that they never sent itAt this point I'm highly frustrated because not only did they ruin my birthday outfit they never sent the correct dressI then asked for a refundThey told me to send back all the dresses I had and when they got it back they will refund meI sent them the dresses weeks go by never got a refundI've hit them up numerous times each time they told me to wait another dayDays are going by and they have yet to refund meI bough

I'm incredibly frustrated and disappointed with ASOSI've shopped with them for years, recommended them, and loved the site so much I even filled out their surveys on requestMy latest experience has me entirely fed up and looking for a new retailer; a pity really, since the best pieces of my wardrobe are probably from ASOSI placed an order during a promotional period, which took a lump sum discount off my order based on the order totalThere were three levels of promotionWhen I received the order and decided two of the items were not up to snuff, I returned them, as I have done many times in the pastIn the past, I have received a hassle free return as promisedOn prior transactions where I have applied a discount at checkout, the return price was fairly prorated to reflect the level of the initial discountFor some reason, the terms of this code (as I'm told) differ from any other I've used in the pastInstead of refunding me a reasonable amount for the merchandise at the "appropriate discount level," as stated explicitly in the return policy, they took the entire discount amount out of the two items returnedIn doing so, they effectively made money on the transaction, seeing as those items will be resold at retail valueMeanwhile, I would never have made the return if I believed the refund would be gouged by the revocation of the discount codeCustomer Service has insisted the refund is correct but fail to explain (1) the meaning of the return policy, which is rendered nonsense by their interpretation of the offer code, and (2) why this transaction differs from every other return I've made in the pastInstead, I'm kicked around to a different member of their team to give the same, canned responseThis is an online retailer selling multiple brands of clothingQuality differs, size differs, and pictures aren't a substitute for inspection of the real itemTo order clothes without the possibility of return you must trust that they will arrive as promised, undamaged, and will fit properlyParticularly when the site has no customer review or rating feature, which leaves you essentially ordering on faithWhat sensible consumer would wager several hundred dollars on getting stuck with an order that they effectively cannot return? I was told the Customer Care group has no call center, does the general counsel's office? Because if this is the policy hereinafter, I would expect I'm not the only consumer that starts their issue with a customer service complaint and ends the experience looking to join a class actionYour policy language is contradictory, nonsensical, and AT BEST, ambiguous to the consumerAnd your customer service blowsCan I give zero stars?

Ordered online and every item I received was the wrong sizeI go to the website to try and resolve the problem myself, but the website kept reloading and I could not select my optionsI message their *** page and they kept giving me the run aroundI would get a response on their actual *** page telling me someone would help me shortlydays later and I have still not been helpedI see other messages on their page and complaints on here that are similar in that they get the run around and nobody actually helps them solve their problem

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

I am very dissatisfied with the service that ASOS provides in regards to returns
I had received my order just fine as I paid for expedited shippingNone of the dresses I had ordered worked out so I decided to use the shipping label provided with my orderThe shipping label is a *** labelI go ahead and affix it to my return to then drop off at ***
After a day or so of dropping it off I try to look up the status of my returnAfter reading online that *** labels will need a verified receipt of drop off I started to worry as this information was not stated in the paperwork I received in my order
I then contacted online customer service, and chatted with a tech in regards to my orderI asked if there was a way to track the tracking number of the label I had received in my orderThe tech replied that the tracking numbers provided in orders are not kept record of and that the only way to receive a refund of the order does not return back to the warehouse was if I had

Wish I had the option of giving zero starsBought a faux leather jacket in a large from the site; they accidentally sent me a smallNo sweat, I thought, I’ll just return it and have them re-send me it in the correct size, or so I thoughtThey informed me that as I was receiving said small, the large option for the piece sold out, and was no longer availableMildly peeved at this point since I was planning on wearing the jacket to my brother’s bachelor party, I nonetheless went along/was cool with them simply giving me a refundI read their refund page around two days before the jacket was to arrive back at their warehouse/the refund was set to occur, which stipulated that ASOS does refunds through the card that was used for the purchaseI made the purchase through a Vanilla Visa gift card which was no longer in my possession/disposed of, seeing as its contents were rendered empty a month ago, and thus I told ASOS explicitly over chat NOT to send the funds back to that card account, as I would not be able to access it anymoreThe person on the other line over chat agreed, and told me I would be contacted when they received the item back, and asked which account to properly send the money back toCut to the day of the refundand they of course processed it to THAT GIFT CARDUGHHH!!! I’m at a loss for words regarding this negligence/incompetence, so I reach back and demand to know how I could actually get my refund backThey say I need a receipt proving that I can’t access the funds, and Vanilla Visa says they can’t give me a bank statement without the full card information, which I no longer have because I NEVER THOUGHT I’D BE IN THIS MESSThe only thing I could do was drive two hours to the store I bought the gift card from and get a receipt/proof of purchase that way, just to show ASOS that it was indeed a gift card that they sent the money toThat apparently was not good enough for them, and they even refused to give me so much as mild compensation for my fool’s odyssey/any ASOS creditF minus to the infinite degree for this site, lost two weeks worth of my paycheck in terms of funds, flushed down the drain somewhere in a gift card at the bottom of a Philadelphia garbage canIf anyone lives in the Center City area of Philly, good news: go dumpster diving, and you might luck out on ~$worth of free moneyActual trash company, ZERO OUT OF ONE BILLION

Made a purchase on Asos.com websiteAfter adding my liked items to the cart I was asked would I like to pay with ***The site NEVER displayed an option to use a promo codeI was directed to the *** site then my order was immediately completed without being directed back to asos.comAfter this issue I contacted customer service within seconds for helpI was denied help, threatened, and lied toI was told I needed screenshot of the issueHow was I to have a screenshot when I was directed to ***? Other sites send you to *** to input your information then back to the original site to complete the order or make changesThis site does not! I was then told to cancel my order instead of them helping meThis company wanted me to cancel an order of $that was ordered through *** when *** pays the company immediately so if you want a refund for your transaction you have to wait business days after the transactionSo, they wanted me to cancel an order for $then

I purchased a coat from ASOS.com and after receiving the order, the quality was not what was expectedThe order was packed with a return *** postage slip which in which I repacked the item and put the return postage on the outsideI put the return in the *** dropbox near my apartmentAfter a few a few weeks of not hearing about the return, I reached out to ASOSThey have said they have not received my returnI asked if they had the tracking number for the return label as they were the ones that generated it, and they did notI have tried opening a claim with *** but they need the tracking number as well to find the missing packageI have reached out to ASOS about 10-times and they are not willing to help this matterTheir lack of customer service is appallingThey say they cannot help me because I do not have proof of postage even though they were the ones who provided the postage in the first placeI returned the order as it was stated in the directions on the return labe