Asos Customer Service Issues

Hello everyone, I have returned my items for a refund using serial package LX[redacted]08IL. According to the tracking information, the package was received by the warehouse a week after I sent it on 20/07/[redacted]. It has been more than a month since I returned the items and over 21 days since the package was delivered, but I have not received my refund yet. I contacted customer service through a chat, but the operator was unhelpful and seemed robotic in their responses. I am frustrated with the lack of progress and communication regarding my refund. The items were not cheap, and I also paid for the shipping, which I expect to be refunded. I am still waiting for a resolution on my refund request related to order number [redacted]44.

Hello, my name is Geraldine Ennis from the Republic of Ireland. I have Premier delivery with ASOS and recently ordered 3 items which were supposed to arrive last Tuesday. After speaking with a customer service representative, I was informed that the items were lost in transit and they'd be sending them to me again free of charge. I have yet to receive any email confirmation, and only one item, a bubblegum pink dress, is showing as being dispatched in my account. I am concerned about the whereabouts of the other two items. Furthermore, I incurred a significant cost from the customer service call and would appreciate compensation. I have been a loyal ASOS customer, and I hope you can assist me in resolving these issues. Thank you for your help.

I received a gift voucher from a return I made in September [redacted]. The voucher was not credited correctly, and I recently discovered multiple other vouchers I was unaware of in my account, which I never used. Unfortunately, I realized one of the vouchers worth £[redacted].20 had expired just a day after. I had reached out to ASOS back in September [redacted] about the refund, but received no response. This mix-up seems to stem from additional items not being credited in my return order. I spent significantly more than the voucher amount in subsequent orders, so it's clear I didn't know about them. I contacted ASOS customer care via email and live chat without resolution. Any advice on whether to pursue this further would be greatly appreciated, as it seems the gift voucher was issued inaccurately and got overlooked.

I placed an order on 9/29/[redacted] with 24-hour delivery for $19.99 extra. The order arrived late on October 1 after 6:30 PM, which was two days later. I only received two pairs of shoes instead of the three I paid for, and the RAID pair was missing. I haven't been able to contact anyone through live chat, so I returned one pair but still need a refund for the missing shoes: The RAID Kamila Flat ($[redacted].15), the Truffle Collection Toe Post (the returned pair), and the $19.99 shipping fee. I ordered before 10:30 AM, so next-day delivery should have been possible. The non-functioning live chat has made this situation even more frustrating, leaving me no choice but to reach out to American Express if my refund isn't handled correctly. Your assistance is greatly appreciated. Thank you, Tracy F. (Order [redacted]27)

I ordered items through Afterpay a few weeks ago and returned them over a week ago as they did not fit. I have the receipt as proof of return. Afterpay notified me that my return was not confirmed, and I have to pay the full amount. The return numbers are 25KLL2A3D9CK89 and 26KLL2A3D9CK78. I kindly request you to rectify this, and if the packages have not arrived, I have the receipts to prove they were sent back.

Hello! I placed an order with the number [redacted]36, but ASOS.com unexpectedly cancelled it without providing a reason. Despite assuring me that they would refund me within 10 days, it has been 11 days and I have not received my money back. This situation feels dishonest. I believe their actions could be considered for legal action. I am requesting ASOS.com to either fulfill my order that I have paid for or promptly refund my money. This has been an incredibly disappointing experience, and I have decided not to make any future purchases from ASOS.com. I will also advise my friends against shopping there. This has been a regrettable encounter.

Dear ASOS Team, I am pleased with the belt, bag, and sneakers I received in ORDER NO.: [redacted]73. However, my excitement was dampened when I got rhinestone stilettos instead of the Chelsea boots I wanted. I noted this in the return label but haven't heard back. Although I appreciated the return instructions, the drop-off location at Granite Place was confusing. I eventually went to the UPS site instead. I did receive a refund, but the boots were missing. It feels like I'm being penalized for the error and missing out on a discount. The ordeal has been frustrating, and it's eroding my trust in ASOS. Having just moved from Vietnam to NY, I relied on ASOS for my clothing needs. However, this experience has left me uncertain about its convenience and reliability. I hoped to have the boots by now. Please send the boots or refund $6.30. Thank you, Ms. C. J. Kellam

Hello ASOS Customer Service, I am having trouble finding contact information for ASOS Poland on the site. I need to return an item, but I am unable to create a return label for this specific item. The options available are only "track parcel" and "view order," which is unusual as I have never encountered this issue before. Other items allow me to create a return label with no problem. Could you please assist me with this matter? Thank you for your help. Kind regards.

I would like to return two items from my recent order placed on 9-10-21 - the Asos Coral Waffle Cord and the Asos Design Relaxed Cord Sweatpants in Charcoal. However, I am having trouble finding the option to create a return label on the website under my account and orders section. My order number is [redacted]19. I have tried reaching customer service without success. Can you please send me a return label via email at [redacted]? This issue has made me consider canceling my recent order placed on 10-30-21 since I cannot get assistance with returns. It is disappointing that there are no live customer service representatives available for this matter. Kindly assist me, Jennifer Kurtinitis, by providing a return label. Thank you.

I returned a pair of sandals I had ordered, the "Accessorize Eva wedge thong flip flops in black," due to them being too small. The order was placed on August 19, [redacted]. I received the order on September 9, [redacted], and then promptly returned the sandals on the same day. The tracking information shows the return was received by the company on September 11, [redacted]. The expected wait time for the refund is 21 business days. Today is October 31st, well past the 21 business days, and I have not yet received my refund of $16.25, excluding shipping costs.

Order#: [redacted]43 I am reaching out as I experienced difficulties with the Russian support team, and my issue remains unresolved. Initially, I received an incorrect invoice which incorrectly exceeded the customs limit. Despite assurances from Russian ASOS support that a correct invoice would be provided, the process was cumbersome and led to a significant delay in receiving my order. The support team failed to address the issue adequately, leaving me frustrated and out of pocket due to additional fees caused by erroneous information. I am seeking redress for the store's error and the incompetent handling of the situation by support staff. It has been a trying experience and I believe I should not bear the financial burden or the extra time wasted due to their mistakes. Any assistance in this matter would be greatly appreciated. Thank you for your attention to this matter.

Hello, I would like to know the status of my return (ORDER NO.: [redacted]01) for a refund. Also, my recent order (ORDER NO.: [redacted]72) was due on the 19th of November, but hasn't arrived as of the 23rd. After contacting the shipping company, they mentioned not receiving the parcel from ASOS and advised me to reach out to the retailer to proceed. Any updates on both matters would be greatly appreciated. Thank you, Kelsie.

I have been trying to reach out to Asos with no luck. I've been receiving messages from Paigo company demanding [redacted].83 euros for a returned order. Despite returning the item promptly, they are now threatening legal action and insisting on a payment of [redacted].12 euros. I've been confused about these charges from a different company. The details of the order are as follows: Return Created Return Number: 23C37D93CNY34F Shipment Number: [redacted]08 Topshop Petite – Flared pants in black faux suede +3 ASOS DESIGN – Slim suit pants in light red jersey with front slit This situation is urgent, and I urgently require assistance to resolve it. Best regards, Doris Alguacil

I placed an order on November 12, with an estimated delivery date of November 22, but I have yet to receive my parcel. After contacting the courier, they informed me that they did not receive the parcel from ASOS and suggested I reach out to the retailer for further assistance. ASOS sent an email on November 22 stating that the parcel was on its way, but as of today, November 28, I have not received it. Despite multiple attempts to contact ASOS customer service via live chat, I have not received a response. I am eager for ASOS to either deliver my parcel promptly or refund my payment.

This is my third attempt to address this matter. I have previously reached out via live chat and customer care email, but have not received a response. I am disappointed with the level of service I have experienced. I need to report being mistakenly charged three times for the same order. After placing an order yesterday and realizing the address was incomplete, I promptly cancelled and reordered the items. However, upon reviewing my card transactions, I discovered three charges instead of the expected two charges and one refund. I am unable to provide a screenshot here, but I request a refund of £64.40 (£32.20 x 2) at your earliest convenience. Identifying this billing error was crucial, and I trust that it will be promptly rectified. Sincerely, M. W.

I paid $19.99 for express delivery to ensure I receive my order before 8 December. ASOS's FAQ mentions that express delivery to metro Melbourne takes 2 business days, setting the expectation that my order would arrive by 6 December. Despite this, my order is now estimated to be delivered by 10 December according to the DHL tracking information. This delay renders the extra fee for express delivery pointless. Expressing my frustration, I had specifically chosen express delivery due to my absence starting from 7 December. I attempted to contact ASOS via their "live chat," but it was not functional, and their customer service email remains unresponsive. I urge ASOS to take the following actions: 1. Work with DHL to expedite the shipping, ensuring delivery by 6 December. 2. Refund the $19.99 paid for express shipping. Additionally, I would appreciate an apology and a commitment to enhancing their customer service.

I placed an order with Asos on November 15, and the estimated delivery date provided was November 19. However, as of December 3, I have yet to receive the package. The tracking information has not been updated since November 15. Despite several attempts, I have been unable to reach their customer service for assistance. I spent over 2 hours in the live chat queue, which was supposed to have a much shorter wait time, around 5 minutes. When trying to contact them through other channels, I was redirected back to the live chat option.

I made a purchase on 26/11/21 with an estimated delivery date of 29/11/21. Unfortunately, Hermes is handling the delivery and I have yet to receive any updates on my package. The tracking information only states that my order is being processed. Despite receiving an email from ASOS asking for a review of my items, I have not actually received anything from them (I did receive an order placed on 29/11 from DPD). I kindly request ASOS to investigate the whereabouts of my parcel with Hermes as their customer service is extremely poor. Additionally, I would appreciate if a note could be added to my account to avoid using Hermes for future deliveries due to the consistent issues I face with them. It's frustrating that companies continue to use Hermes as a courier despite their reputation for subpar service.

I purchased two items from ASOS last night, the Dickies New Sarpy jacket in navy and the Barbour International Baltimore high neck dress in black, to be sent to New Zealand for my son who lives there, while I reside in the UK. Unfortunately, I mistakenly entered an old address and just noticed this morning. I am having trouble finding a way to reach ASOS to cancel or modify the order. Since it has not been 24 hours yet, I believe I am within my consumer rights to request either a cancellation and refund or an address change for the order.

I have been attempting to contact Asos for over a week, but the support system seems to be down. I received the black ellesse socks in the wrong size; I ordered size 6-9 but received 3-5.5. I noticed the error when I tried to put them on. I have a picture for proof. This has happened with some of my previous orders from Asos as well. However, I am a student and don't have the time to deal with return policies or pay for shipping to return items. I find it easier to tolerate the issue rather than go through the trouble of returning them. Please assist me with this matter.