ASOS

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".

So when a parcel doesn't arrive, and you pop into chat - it auto tells you to wait 7 days, you come back after 7 days, talk to human and they say - you gotta wait another 7. You don't, bc you know youve just been fobbed right tf off & you… Read more

immediately email the courier company & they reply in 2 days, total 9 days after expected delivery - Courier says never got the parcel from ASOS - go back to ASOS chat whom says ohh too bad you're now over the max wait time we cant contact the warehouse, nothing we can do. The items are still available but no longer on sale - The chat rep says they cant reorder them - they are out of stock, i go hmm no they aren't as i just re added them to cart ready to checkout. However, now they're 30% higher cost. Too bad so sad hey. The customer service is poor, I'm writing here because no one would actually assist with a credit for the difference or a code for the sale price, or just resent the same exact items. There's no where to email, just all poor 3rd world kids in chat rooms with no ability to do anything except copy & paste the same crap scripts or close the chat - good times.

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

Great products & service!! – I have been buying from ASOS for at least 8 years. I have found their service excellent & their products as shown. I have come to the conclusion people only write a review if they have a complaint as I cannot believe some of the negative reviews that I have read. If you’re reading this I am a genuine buyer & I hope you at least give them a try!!

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.

It's kinda random but sometimes ASOS clothes have this really musty chemical smell that's impossible to remove,I had to give away one item last year and with my recent order 2 of the 3 items have that smell,it's the only shop I've bought clothes from that has this certain smell, pretty much means I won't be purchasing again from them. Show details

ASOS. Bought an item on sale, tried it on straight away and realised I needed a different size. ASOS don’t offer exchanges, so you’re required to return it and repurchase. When I went online to do that, the price had already increased. A basic sizing issue results in paying not only for return postage but also more for the same item. A neat little system, just not for the customer. What a rort! Show details

My order was shipped from the UK but the tracking now says it's on it's way back without attempting delivery. Cannot contact the courier in Australia and there is no way to contact Asos. Live chat goes to AI and cannot help resolve the issue. After reading the reviews it looks like I've been scammed, buyer beware do not purchase from this company.

If I could give zeros stars, I would. Cannot log in. The log in screen says an email already exists but wont allow password update. Soooo, had to set up a new email as a new customer to get in just to MAKE THE PURCHASE. Then, when I sent an item back via Australia Post and wanted to check the progress on the refund...the log in tells me I must… Read more

have signed in using social media and will not let me sign in. If I try to sign in via Google, it takes me to new customer sign in. Around and around and around. Obviously I wont be shopping anymore at ASOS. Who on earth wants to create a new email address everytime you go to purchase, simply because their sign in page is stuffed?

do you guys plan to prioirtise customers anytime soon? I understand you work for a global giant but 21days for the profits you guys do annual is not acceptable - takes 2months from ordering to returning to recieveing a redund. 20% OF A YEAR

I wish I read all of this before I ordered. Daiglobal sent an alert saying my item was being delivered. I stayed home for an entire week as i needed the shoes for work. I contacted them 4 times and they kept promising to deliver but still nothing. I contacted ASOS and they just kept disconnecting me. Didn’t want to know. Normally takes 4-5 days… Read more

for delivery to Australia. Apparently they need about a month. Even though order was in Sydney and cleared customers in 4 days and 45mins away from my home. ASOS told me it was an issue between me and the carrier!!!

I wish I would have read the reviews before ordering from asos. It’s been a month since I returned an item and there is no refund. The status on the returns page does not change. It’s disaster to connect to Customer service team from Australia. Then comes the chat bot which doesn’t understand anything. The human agents if you get that far keeps on… Read more

telling you it’s in process and will take 21 days full to get refund and here we are after 21 days and no response or refund. I have not seen one website who has taken complete 21 days to issue the refund. Worst customer service.

I ordered three pairs of Calvin Klein jeans and they have not turned up. Although I received advice that they were shipped, when I contacted Australia Post they said that the order has NOT been shipped. I have emailed ASOS multiple times without getting answers from them and the order is beyond its due date. Update. Although ASOS did not respond… Read more

to my refund request through email, I contacted them on their chat service and they are providing a refund for this order that was not even sent. They did offer to ship again, and I said that would be fine if it was priority shipment because I have already waited more than three weeks before my order but they said they cannot do that. So I did not trust that it would actually come so I accepted the refund. I tried connecting to them on chat and there was a queue of 54 people ahead of me. So I tried again the next day and was able to get straight through.

Beware - they say they refund, they accept the return and say they have refunded the money but never actually send you it. They steal it from you. Scam company beware.

I used to order from ASOS in the UK a few years back and they were fine. Ordered a jacket end of June, received it 2 weeks later, goid quality, well packaged, and correct address but it was way to short. Sent it back a day later and didn't hear anything about the refund. Tracking said received at warehouse 18th July. Contacted ASOS 1st August… Read more

and the online chat could not tell me if they had received it and told me to wait the 21 business days as per their policy. I had told them its at their warehouse. Still told to wait. Contacted them on the 20th business day (4 weeks) after I had sent it back and was told the same thing . So I had to wait another 2 days before I could contact them about the refund. Contacted them a 3rd time on the 9th August and was advised that their warehouse are very busy processing items and would issue me a manual refund as I have waited over the required 21 business days but this could take another 10 business days.

How can a refund take 4 to 6 weeks in 2025? The operators have been polite but I would not order from them again because you can't call them and you have to online chat with a bot or someone who just repeats the same thing as the other person. I believe that the policy is a ploy to keep your money as long as possible so they earn interest on it. You literally have to contact them constantly to get a refund. I am happy to say my refund came in 2 business days but seriously in this day and age their refund policy stinks. Not the agents fault its the people who own asos. Be very wary ordering from them with regards to refunds and take photos of items just before you return them and the packaging you returned them in.

Unfortunately I will be closing my account And I will not be ordering from ASOS again based on my refund experience taking nearly 4-5 weeks.