WARNING Rip offs
My daughter purchased a pair of Nike Air force shoes they arrived not only worn but and fake they don't even have Nike air on the heel as pictured. They seem to have blocked her so she can't get in touch. Thankfully we use Paypal so should be able to do something about it
I've been a customer of ASOS for well over 10 years, always purchasing their annual Priority Service. But their customer service quality and refund time frames have just deteriorated hugely in the last couple of years.
They have had a return of mine for a month now (I can see from the tracking) and no sign of any refund notification. Just having to go back and forth online with a different person each time, often with a day or so's gap in between emails is very annoying. They will request information that they already have and I then have to wait another 24 hours to hear back from them again.
I will not be shopping with them ever again. ICONIC is the way forward, amazing delivery, amazing returns and amazingly fast refunds.
A total mess
There are so many things wrong with this site I don’t even know where to start...
I was looking to buy a pair of the white Nike Shox TL sneakers (worth $270 AUD) and found them on ASOS reduced to $204 listed as “Nike white Shox Total Sneakers” ...really? Aren’t they supposed to be an English company?
I selected my size (US 8.5) since the size guide indicated “Women” even though the foot measurements made no sense because I checked and my foot is not 27cm... but I decided to test my luck and order them anyway while they were on sale. I contin...ued browsing the other Shox and I see that they’ve got the exact same shoes listed as “Nike Shox TL sneakers in white” (so basically exactly the same shoes just with a more coherent title) with the size guide indicated ”Men”, but with completely different size conversions. Now I’m even more confused. Since I’ve had this exact same problem twice with ASOS before (confusing and inconsistent shoe size conversions) I just gathered that the shoes were unisex and I had actually ordered a men’s 8.5 just advertised for women, so I went and ordered another 7 and a 7.5 from the same listing as I had no idea what I was going to receive. I had already initiated a return for the 8.5 and received them today, and they did in fact turn out to be women’s. They fit, but there was a yellow STAIN on the top of the right shoe. I checked the listing again to place a new order and now they’re back up to $273?! The shadiness and inconsistency of this site is astounding. I had a look at the size guide again and finally worked out that the foot measurements only applied to UK SIZES, (which wasn’t stated on the chart) even though you’re ordering in US. So not only are their size guides excruciatingly confusing and disorganised, leading you to order multiple sizes, they’ll go ahead and send you a used, damaged product! I’m returning all 3 of them, and I won’t bother trying to arrange an exchange for the stained pair or placing another order. I’ll just be going straight to Nike. Even though ASOS have a good range of sneakers, their size guides and general website is a mess and their sales are a scam. I definitely won’t be buying from them again. The only good thing is they’ve already refunded me for the first pair. But seriously, don’t waste your time.
Great customer service
The soles of the shoes I bought were plastic, making it incredibly easy to slip. I fell and injured myself twice wearing the shoes and brought it up so others wouldn't get hurt.
They addressed the issue, gave me a full refund and discount code.
Very nice customer service.
The most nasty customer service ever - Never trust their website - stop buying from ASOS
My order 7 items, missing one of them
Contact them and few times and they said they will refunded me the money.
Then received an email saying I will not receive any refund as the item I bought was on discount =))))
Order one thing, get another.
They don't send the item you pay for half the time. Ordered No Show Socks and get long socks instead. Previous order to that I bought a simple grey sleeveless top and received some weird grey sweater thing. It's not that difficult.
Zero star. Shipment never arrived, contacted them and they blocked my account with an arrogant email
I ordered bunch of clothes for myself and my girlfriend for her coming birthday. The order was almost $1600. Instead of sending with express post which requires signature on delivery the sent my order with regular post. I got an email from Australia Post saying my parcel from Asos was delivered a few weeks later. I got back from home and saw no parcel left anywhere around the house. I checked the local post office and they said the parcel was left at your house. Thought maybe someone saw it and stole it. Asked the landlord to check the security...cameras and they said no parcel arrived at the house on the alleged date on parcel delivery. Used Asos online chat service and they said they will follow it up for me. Next day I got an email from them saying indirectly that they decided that I am lying and they blocked my account and said if I snd them emails regarding this matter it will be automatically rejected. I was so helpless and petrified. What I don’t understand is why Asos insists on writing the value of the parcel on it and of course when you write the value of a parcel which is almost $1600 and you send it with regular post, there is a high chance it goes missing somewhere in between. You should have send it so they have to get my signature on delivery so if I’m not home, it goes to the post office and I can personally collect it. It’s just the common sense but unfortunately ASOS is too stupid to understand this simple fact and they’re so arrogant they just ignored me and blocked me. I am following it up through PayPal and hopefully they will help me out otherwise I simply lost $1600 and no one cares. Please be careful and never trust ASOS. Their customer service is the lowest possible.
Bad customer service.
I made an order a while back and received a couple of items I did not pay for. I contacted asos in good faith in case something was wrong on their end and to make sure it wouldn't happen again for asos's sake.
They wanted me to pay for the items. I didn't want that as I never wanted the items in the first place. They then wanted me to return the items at my expense. I told them I will not be doing that and left it at that.
A month or so later when I go to place a new order I noticed my account has been BLOCKED. I tried to email them with no reply. They can absolutely get stuffed. I sold the free items for a profit and shop with the iconic from now on.
- Verified customer
Sold me a wool pullover that had no wool.
ASOS "Pieces long sleeve knit jumper" is being advertised as "Wool-mix knit
For blended comfort", and "Main: 55% Acrylic, 28% Nylon, 15% Alpaca Wool, 2% Elastane."
However the label fabric content does not mention wool at all. Nothing.
When I brought this to the attention of ASOS they offered a refund, but I like the top, so I declined.
I stated that they need to correct their website, but they seemed uninterested in this, other than passing on the information.
......They describe the top as "Oversized fit" and "Designed to look baggy". Neither of which is true. The fit is snug. ASOS are obviously in the habit of misleading customers, and that is unacceptable. I am a new customer, and purchased four items with their brand name. I like what they sell, but I dislike misleading content. I have uploaded a foto of the fabric tag, that shows there is no wool content.
No stars if it was possible
I was involved in the bushfires in Queensland and was evacuated - unfortunately the items which were all ready to be sent back for a refund were left behind and the last day of the refund timeframe fell on one of the days I was evacuated - we could not return for a few days (one of which my dog and I slept in the car) and all businesses were shut anyway - I just contacted them on live chat today (Monday morning first thing) and they insisted that they could not refund the items and they could only send me a voucher - I explained my situation (v...ery nicely and politely) and was told that the automated system could not be overridden - I asked for a contact phone number and for a name of someone who could possibly help me with this situation - I was told that this wasn't possible and then the person I was chatting to (Amy) disconnected our chat while I was in the process of replying - I'm horrified by this - do not buy anything from this company who obviously couldn't care less - I'll be taking this to the Ombudsmen! - bushfire victim Ingrid - all safe and sound but lucky to be alive - thank you ASOS for having such a great inflexible automated system : ( NO STARS!
I purchased 3 items on a Tuesday & paid extra for express delivery to receive on the Friday of that same week. I always follow the tracking of my parcels & found it odd when Thursday came around it hadn't left the UK so I thought ok perhaps the website was slow to update, then Friday rolls around & nothing. Weekend came & gone still no package. So I contacted ASOS the following Monday with no response at first and then they replied saying the items were out of stock, now when I ordered these items they weren't out of stock at the time and cu...stomer service had told me this often happens which is really a poor excuse for they forgot my order. Needless to say I received 2 items out of the 3 a week later, received a refund for the "out of stock item" my issue other than them not delivering the items on time is if I hadn't of mentioned anything to ASOS I would still be waiting for my items.
Express Shipping - Failure (and resultant customer service resolution fail)
Paid express shipping and the parcel did not arrive by the promised date. Consequently i was out of the country - Asos refused to negotiate given their failure to meet the service and refused refund. I would expect a higher level of customer service given the size of the company and its apparent reputation.
- Verified customer
I purchased shoes for $195 and they came in the wrong size. The company has no exchange policy so I had to refund and return it and buy them again, only they were an extra $65 to purchase again. The whole process of getting the shoes again took 2 weeks and when they came out the second time they were the wrong size AGAIN! The 3rd time I ordered them off The Iconic and they came faster and in the correct size.
Sizes are always wrong
My Mum bought me driving gloves as a Birthday present from ASOS. Their size listings detail S/M, M/L and L/XL with no measurements detailed on the website. So when the gloves arrived and just looking at them I could see they were too big. ASOS refused to let us return the gloves for a smaller size as they didn’t believe that they had not been worn and that we sent them a picture of the gloves in the unopened plastic wrapping. They continued to refuse a return or refund until the return policy period was up and then did not respond to us any more. Such nasty customer service do yourself a favour and go to a store and try on some gloves at least then you’ll get ones that fit and not waste $45
Sends you incorrect size and unresponsive to emails
Purchased $300 pair of shoes, ordered a size 8 as per my confirmation email and invoice. ASOS sent me a 6 size. I’ve sent numerous emails to them requesting confirmation they have my size and stock and will hold this for me considering this is their error and not mine, they have been COMPLETELY UNRESPONSIVE to me!!!!!! Disgusting customer service
Poor Quality and customer service
I bought three items of jewelry from ASOS nearly two months ago. Two rings and one necklace. The necklace is pretty decent but the rings are not.
I have diligently taken care of the rings, taking them off before I work out etc., but the coating has already rubbed off exposing the metal underneath (a sort of copper color). As a result my fingers have greeny black markers where the ring makes contact with the skin and the rings also look subpar.
I wrote to ASOS with a complaint hoping to be issued a refund or some form of compensation/recognition but have not heard back for multiple weeks.
Would not recommend shopping with them.
Horrible customer service!!! Asos will send you faulty items and then refuse to refund you. Avoid at all cost
I ordered over $200 worth of items for my birthday. when the items arrived most were faulty and some where even missing! When I contacted customer service I was worried a replacement wouldn't come in time and I wanted a refund. I was told too bad a replacement has already been sent. Well it's now the day of my bday and no replacement has arrived and I'm still being told no refund will be issued. I'm devastated. My entire bday has been ruined, the whole party is dressed up but the bday girl. If I was issued a refund immediately I could have gone to a local shop. Beyond disappointed.
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Questions & Answers
Seriously! Just ordered about 5 tops 1 jumper. Went up two sizes from my normal size and whilst they fit they are so short!!!!! Who are you modeling your plus size range on?? I am 5'7 its not like I am a giant and these tops JUST pass my belly button. A lot of plus size women are 5'9 and above.... it's such a shame! I want a larger person to design plus size clothing not skinny people with no idea!!
how can I speak to a live customer representative?
|Category||Online Shops, Footwear, Underwear and Clothing|
|Mens / Womens Clothing||Mens and Womens|
|Buy Now, Pay Later Options||AfterPay|
|Type of Footwear Offered||Casual & Dress Shoes|
|Offers Free Standard Shipping||Yes|
|Free Standard Shipping Minimum Order Amount||$60.00|
|Clothing Type||Activewear, General / Everyday and Swimwear|
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