ASOS

I recently placed an order with ASOS for two River Island faux fur coats, and unfortunately the experience from start to finish was extremely disappointing. The first coat — River Island Leopard Faux Fur Long Line Coat in Cream, size L — arrived on time, but it arrived faulty. There was an approximately 2.5 cm area on the front where the faux fur… Read more

appeared to have been exposed to heat. It was stiff, shrivelled and completely different in texture from the surrounding fur. I contacted ASOS Customer Care and initially asked whether they could process a refund without requiring me to return the faulty item, or alternatively allow me to purchase the same coat again at the original price with free delivery. The reason was very straightforward: I had purchased the coat using a 25% promotional discount, and I did not think I should lose that discount or pay delivery again because ASOS had sent me a faulty item. What followed was an extremely frustrating experience. I was repeatedly transferred between customer service agents, given the same standard polite responses and asked to follow the standard return process. The agents were consistently polite in wording, but the actual problem was rarely addressed. Whenever I raised a point that did not fit the standard process, I was simply given another scripted response or transferred/escalated again. Eventually, my case was transferred to a manager and then to the Complaints & Resolution Team. The Complaints & Resolution Team offered an alternative solution: I could return the faulty coat, provide proof of postage/tracking, and ASOS would send me a replacement at no extra cost, without requiring me to wait for the return to reach their warehouse first. I accepted this solution and did exactly what I was asked to do. I returned the coat on 21 August and sent ASOS my proof of postage/tracking. At this point, I expected the agreed solution to be straightforward. Instead, when I contacted Customer Care for an update, I was told to wait up to 21 business days for the return to reach the warehouse and that the refund/replacement would only be considered afterwards. This directly contradicted the alternative resolution that had been offered to me in writing by the Complaints & Resolution Team. I spent more time explaining the situation to different agents, and two of my chats were disconnected. I also asked for copies of my chat conversations for my records and was told that they could not provide them, although I was given ticket numbers. In the end, after all of this, I was simply given a refund. I accepted the refund because by that point I no longer wanted to spend any more time dealing with ASOS. However, the original issue — allowing me to obtain the same coat at the original price without being financially disadvantaged by receiving a faulty item — was never actually resolved in the way I had requested. The second coat from the same order was an entirely separate problem. It was not delivered by the original estimated date of 18 August. Instead, the parcel was delayed and its tracking showed it being redirected/travelling to Sydney. I contacted ASOS because the delivery was now expected on 25 August or later, which was too late for me as I was going away on holiday. I repeatedly requested cancellation because I no longer needed the item due to the significant delivery delay. ASOS refused to cancel the order, saying that the cancellation period had expired and that a carrier investigation was already underway. I even explained that the parcel was being sent without a signature requirement and that nobody would be home. Therefore, I would not actually have a practical opportunity to “refuse delivery” as ASOS suggested — the parcel could simply be left unattended at my door. I was eventually told that I could refuse the parcel and receive a refund once it was returned to ASOS. Again, the solution required me to deal with the consequences of a delivery delay that was not my fault. The most frustrating part of this entire experience was not even the faulty item or the delayed parcel. It was the customer service. The agents were almost universally polite in their wording, but politeness is not the same thing as actually solving a customer's problem. I repeatedly received variations of “I completely understand your concern” followed by essentially the same standard response. When the standard process did not work for my situation, I was transferred, escalated, or eventually disconnected rather than receiving a practical solution. I eventually received my money back, but only after spending a disproportionate amount of time contacting ASOS, explaining the same situation repeatedly, dealing with different agents and trying to get the company to honour a solution that had already been offered to me. I have been shopping online for many years, and I understand that mistakes and delivery problems happen. What matters to me is how a company handles those problems. Unfortunately, my experience with ASOS was that the customer service process created almost as much frustration as the original problems themselves. I will not be shopping with ASOS again. There are other retailers where resolving an issue is considerably more straightforward.

Absolutely unacceptable — two worn items received in one week I am extremely disappointed with ASOS. I received this top today and it arrived with visible makeup/foundation around the neckline and a noticeable smell, making it very obvious that it has previously been worn. I had specifically bought it to wear on a trip tomorrow, which I… Read more

obviously can no longer do.

What makes this worse is that this is the SECOND clearly worn item I have received from ASOS within ONE WEEK. The grey top I received earlier had a strong perfume smell. I chose to overlook that incident at the time, but receiving another worn item only days later, this time with visible makeup on it, is completely unacceptable.

ASOS's own returns policy requires customers to return items in their original condition and specifically states that items should not have marks from makeup, face or body products. Yet somehow items that clearly fail those very standards are being sent straight back out to another paying customer.

If ASOS expects customers to meet these conditions when returning clothing, then ASOS should be held to exactly the same standard when reselling those returns.

I will not be wasting more of my time travelling to a post office to return an item that should never have passed quality control in the first place, nor should I be expected to lose money on a return fee because ASOS sent me a worn and stained product.

Once could perhaps be dismissed as an unfortunate mistake. Twice in one week suggests a serious problem with how returned clothing is being inspected before being resold.

Customers purchasing an item advertised as new should not be receiving somebody else's worn, perfumed and makeup-stained returns.

Completely unacceptable, ASOS. Do better.

Unacceptable customer service. Especially their refund service. They did not request for a tracking number when we return the product for refund/ exchange, but when seeking for help that's when their AI chatbot ask for the tracking number. The AI Chatbot is frustrating.

Order stuff ups – Ordered shoes AU 8 and they sent UK8/US9 even though ordered online as AU fitting size 8 then contact chat line and they say return them and when we receive them we will look at a refund in 10 days+ and of course they say they haven't received them therefore no refund TOTAL SCAM and chatline say there's nothing they can do due to their processes.… Read more

Even though it is totally there fault they have no responsibility and no care just another unhappy customer, company is too big to care.

On 25 July, I placed several orders for both my wife and myself. I also purchased an ASOS Premier membership for $50 because it promised delivery within five business days. The only reason I paid for Premier was that we were due to leave Australia on 1 August, and we needed these items before our trip. Today is the evening of 31 July, and not… Read more

only have the orders not been delivered, but when I checked the tracking, they still appear to be in the UK.

This has been a huge disappointment. Please don’t make delivery promises that you cannot keep.

- sizing is very different from Australia, take note (their "small" for women was child size, for example). - there is no exchange for wrong size item - you need to send back at extra cost for a refund and purchase a new item, takes about a month. - there is no phone service available for customer support, only a AI assistant chat which you need… Read more

to laboriously push to allow eventual interaction with a human. - They are inflexible with the 28 day time window, even within a few days and will deny any request to their staff - They have no complaints procedure. - Don't take the reviews on their website too seriously - they rejected mine (for this item) as it "missed the mark" , presumably because it was unfavourable (see rejection notice as image). Makes me thankful for independent review websites like this one!

ASOS has provided one of the worst customer service experiences I have ever dealt with. First, you sent me an extremely damaged dress with missing sequins and poor quality, which was already unacceptable for a paying customer. After that, your company would not even properly provide return details or clear instructions until PayPal became… Read more

involved in the dispute. From customer service officer [Name Removed] to manager [Name Removed], nobody seemed to know how your own return and refund process actually works. Every response was the same scripted message telling me to “wait 26 days” without any proper explanation, transparency, or accountability.

What makes this even more frustrating is that the tracking clearly shows the return parcel was shipped on 26 May and is expected to be delivered by 29 May, yet your staff still continue asking me to wait 26 days for a refund. Nobody can clearly explain:

Where the return is actually going Why the refund process takes so long What happens after delivery Why customers are left without updates or proper support

This entire process feels disorganised, misleading, and extremely unprofessional. Your company takes customers’ money immediately but then delays refunds and provides no proper communication when customers receive damaged products.

The handling of this matter by [Name Removed], [Name Removed], and your overall customer service team has been extremely disappointing and stressful. This level of service is completely unacceptable for customers in Australia.

I like brands you can find on ASOS BUT shipment experience has become terrible recently. I placed three orders from Australia, and all three were returned to the sender due to customs processing issues. The parcels couldn’t even leave the UK before being sent back, and then you have to wait over a month for a refund. I’ve completely given up on… Read more

ordering from ASOS. Very frustrating experience. Their customer service doesn’t properly answer questions either — only generic, copy-paste responses from their website.

I bought a "100% leather jacket. Waited weeks for it. Which had polyester sleeves. No where in the entire description is it mentioned they have polyester sleeves which both a staff member and manager agreed. The staff member couldn't see polyester sleeves listed at all same as me. But it's my fault I didn't look at the very last photo and zoom… Read more

in, according to the manager, and see the sleeves are half polyester.

The manager became childish ignoring my concerns and just repeating with no attempt to help. When I called him out on the behaviour he ended the chat.

Great service – I found ASOS to be fantastic with myself as regards all refunds. It was in my bank account straight away & took approx 4 days to get passed. They… Read more

also gave me a dress with no cost to myself when it arrived with a tear. Cannot speak more highly of their products & customer service!!

I wanted a JUSTICE – I received my 4 items yesterday, and found out that one of my order is second hand/used pants I am very disappointed & sad that I need to experience this such thing. The item have a very terrible strong smell I think fabric conditioner or perfume,… Read more

without a Tags & came with ASOS plastics bag. This is not right to send a costumer USED pants. This is my FIRST & LAST buying to this online stores. Be AWARE everyone.

I ordered shoe clips which cost $6.50 and paid postage $23. They arrived and one was broken. I was told I need to post them back and I pay for postage. It's pathetic they won't look at a photo which clearly shows it arrived broken. I would have thought they could just send out another pair. Never buying from them again Show details