ASOS

Everything is great until you need something for their customer service . I received the wrong item , not only did I almost beg to get a return label , when I finally did I realized that in order to make a return I need to lose a work day so i can physically get to the post office , fill and return application manually and I was also asked to pay… Read more

for it because the Morse no return labels to the country I ordered from!! Like how do you ship but not return ! Even while talking to a manager I wasn’t provided with any solution but repetitive obnoxious answers and complete disregard and lack of responsibility over their own mistake . Just do yourself a favor and do not order from them

I have been a customer of ASOS' for many years now and spent thousands of dollars with them. What is going on with ASOS? Several friends in Australia reported having bad experiences lately and I must confirm this is true. I placed an order on 30/4… Read more

for 6 items. Tracking updated as despatched on 1/5 then did not show anything for the past couple of weeks. Today, I received an email stating they are refunding all 6 items, MINUS A RETURN FEE! The only way to contact customer service seems to be through their chat, which I used. The service rep confirmed the parcel was not delivered by the shipping company (looks like it never left the UK) and could not get the order on its way for me. They told me to place the order again (very convenient when the sale has ended isn't it?) but no timeframe for the refund. They were not able to help with the return fee either and said they "have shared my concern with their specialist team". This is appalling customer service from a company I used to really love and support often. I certainly won't recommend them anymore.

Good delivery 5 pairs of shoes as expected and great condition . However it was placed outside the gate in a public spot so unsafe and prone to theft even though i was inside home. Please improve your delivery process by allowing instructions at time of ordering and not afterwards . Show details

I ordered some clothes but they couldn't be delivered. However they reimbursed my money without problem and fast. As we are not talking about sth really important in life ( how i call it first world problems) im giving 4 stars anyway cause they were honest

Beautifully dyed ASOS DESIGN Washed t-shirt – I’m happy with the ‘ASOS Design Ov’sized t-shirt in Washed Brown\ Rust w. butterfly print.’ Most around are not nearly as good, a bit blotchy. Have been looking for one in exactly this colour for a long time, it hasn’t been easy, in cotton, almost the only fabric I wear, and beautifully dyed in a way that creates a really good effect around the seams & joins. Thank you! to the ASOS Designer and team. Show details

Australian shoppers beware. After 6 years of shopping at asos they suddenly processed transactions that triggered a foreign fee. So if you shop at asos you may incur a fee if they decide to process it that way, or whether they've changed how they process. Either way I will no longer shop there.

I’m extremely disappointed with my recent experience. I’ve been a customer for more than 15 years and was given a $250 voucher by my father for my birthday. I placed an order using the voucher and received confirmation that the order had been accepted. However, the following day I was informed that the order had been flagged as suspicious, the… Read more

order was cancelled, and my account was blocked.

What is particularly frustrating is the lack of access to a real person who can review and resolve the issue. Every support channel appears to direct customers to automated systems, leaving no clear way to discuss the matter or recover the voucher value.

After being a loyal customer for so many years, I find this treatment disappointing and inconsistent with the level of service I would expect. I would appreciate a prompt review of my account and an explanation for the cancellation and account block, along with a resolution that restores access to the $250 voucher.

Items arrived with incorrect sizing and were clearly mislabelled. ASOS refused to cover return costs and relied on ineffective AI customer support—overall a very poor experience and a waste of time and money.

I started purchasing from ASOS about five years ago, and initially, I was very impressed. The delivery was fast (even to Australia), customer service was responsive, and refunds were processed quickly and efficiently. Fast forward to today, and the service has declined significantly. Delivery now takes far too long, customer service is extremely… Read more

difficult to access via the chat function, and refunds can take up to 21 days. I still remember purchasing an advent calendar five years ago—once I returned it, the refund was back in my account almost immediately. I was genuinely amazed at that level of service. So, what happened? ASOS has gone from an 8/10 experience to a 1/10. Whatever management or systems are currently in place clearly need a serious overhaul. Shopping with ASOS now feels like more hassle than it’s worth, and unfortunately, I wouldn’t recommend them anymore.

i paid for premier delivery and ordered a suit the item did not turn up and they are now either not giving me a refund or are making difficult to refund me. this is what they say 'I understand your point that you need a refund for the premier membership, in this case I'm raising the concern with the specialist team for premier cancellation,… Read more

they'll contact providing update for your refund via email soon.' when asked how long soon will be they will not give you a timeframe and they have not contacted me. Multiple customer service agents gving me wrong information and saying anything they can just to get you off chat. Extrmeely poor service

ASOS used to be so good, orders arrived quickly and refunds sent promptly. Not anymore. Sent back a few dresses which were beautiful but didn’t fit on 19th February, the day after they arrived. The parcel reached the returns centre in Australia on the 23rd February. After hearing nothing that they had received it back and my account showing that I… Read more

had just created a return not actually sent it back, I reached out to the chat bot! I was told 21 business days from when they received the parcel I would get a refund. Now their system is showing I sent the items back on the 6th March and they have still not been received. I reached out again and was told 21 business days from receipt of items back. Just reached out again and now am being told 26 business days but to contact them again if no refund is received by 15th April, 2 months after initially sending back return, just absolutely ridiculous. If I don’t receive the refund I will definitely be doing a chargeback, not good enough ASOS. Last order unfortunately, such a shame as they have a lot of great things we can’t get here.

ASOS has completely changed from 15 years ago when clothing was gorgeous and you simply left incorrect items to be collected from your front door free of charge. Out of 4 items they sent me, I have to return 3, at my own expense of $19. And it is not at all easy to find the returns button with many of their emails being "no reply".

First time I ordered from Asos and will be the last time. Absolutely terrible company employed by complete id*ots (thats if there are employees even working there). ordered a simple men's shoe. They sent me clothes. No way to register returns. No drop off point when returning, and it can't register a pick up either. Complete waste of my money and complete idiotic company. You're better off ordering from a random Chinese website.

Terrible customer service, no customer care contact ie. email/phone number - except chatbot platform which is a waste of time and won't give you any answers. They don't care if you've been a loyal customer for many years and no clear process for deleting account if you don't have the app downloaded. AVOID AVOID AVOID

Recently bought a few things from ASOS and they arrived in 1 single parcel, time it takes is acceptable and they arrived in good state. Unfortunately one of the items is completely wrong style and color thus I did the normal step wanting to initiate a refund, I then found out I will be charged for a return fee for a mistake I have not made. I… Read more

started the chat and talked to ASOS customer service, not only it taken extremely long but also the agent insist it is their policy to charge me. I found it ridiculous to pay for someone's fault thus I requested to file a complaint, however after reviewing product review, trustpilot and google review, I found I am not the only one. Yet I should be considered as lucky, at least I do not have to experience long delay with their refund process, and I did not received an used / faulty item, thus I will take the damage and hold onto this wrong item I did not want. However, I am sure this will be the end of my dealings with ASOS from now.

Zero customer service, absolutely appalling. Missing packages, no actually customer support to speak to everything is AI, you get cut off if they don’t respond and have to start the whole process again. I’ve been an asos customer for 15ish years and am disgusted with the current state of the business and their customer service model.

I have been a loyal ASOS customer since 2016 and have spent thousands of dollars with this company over the years. Sadly, ASOS is no longer operating in a way that I believe is fair, reasonable, or consumer-focused. In December, I returned two dresses on 18 December, well within ASOS’s own return timeframe. Despite the items being returned, ASOS… Read more

has continued to charge my Afterpay account. ASOS relies on an internal policy that allows them up to 26 January to process refunds, meaning consumers can be forced to keep paying for items that are no longer in their possession. This practice is inconsistent with Afterpay’s refund expectations, and even Afterpay has acknowledged the issue and attempted to delay repayments to prevent ongoing debits from my bank account. A retailer retaining customer funds for weeks after receiving returned goods is unreasonable and unacceptable, particularly during a cost-of-living crisis. This is not an isolated incident. I have experienced similar issues with ASOS previously, which indicates a systemic problem with their returns and refund processes, not a one-off delay. Combined with the significant decline in clothing quality, ASOS no longer provides value or fairness to long-term customers. I am extremely disappointed and have made the decision to cease purchasing from ASOS entirely. I strongly encourage others… especially those using Afterpay or other buy-now-pay-later services, to think carefully before ordering. You may find yourself paying for items you have already returned, with little recourse and long refund delays. There are many other retailers who process refunds promptly and treat customers with basic fairness. ASOS is no longer one of them.

These guys are terrible with returns. Refused to give me a refund and dump you on live chats before solving anything. They would not even look into my returned parcel two months later to confirm it had arrived to them even after giving them the tracking number. They refused on the basis I had no post office purchase receipt to prove I sent it back… Read more

even with the tracking number available to them. Two months on and nothing. No way of calling a live person. I would be weary with this company in Australia.