Asos Customer Service Issues

I recently made a purchase, but unfortunately, it is being shipped to an old address. Despite updating my address and phone number during the ordering process, the system did not save the changes, causing the item to be sent to Washington state instead of my current residence in Minnesota. I reached out to Fed Ex for help, and they advised me to contact ASOS for assistance. Is there a possibility for ASOS to request Fed Ex to intercept the package while it is in transit? This package holds sentimental value as it is a Christmas present from my partner, and I am distressed about the situation.

Hello, Upon receiving my order yesterday, I was disappointed to find that the Nike tracksuit bottoms were damp, had no tags, and had a foul smell, making it seem like they were used. I was shocked by the condition of the garment and how it was sent out. When I contacted live chat, I spoke to someone named Princess who was unhelpful and mentioned having to return the item for quality checking before a refund decision is made by ASOS. This process is unacceptable considering the poor state in which the item was received. Additionally, my order, which was supposed to arrive in 2-3 days, took over a week to reach me, with one item missing and the Nike tracksuit bottoms being wet, smelly, and appearing used. It has been inconvenient having to spend time on live chat, take the item to the post office, await inspection for a refund, and still need to order a replacement item. ASOS did not offer compensation or a suitable solution for this inconvenience.

I received a notification from Yodel stating my ASOS package was delivered on December 1st, but it was nowhere to be found. There was no delivery card left either. Strangely, I did receive the second part of my order from Hermes. After reaching out to ASOS chat for assistance, they assured me they would follow up with Yodel. Unfortunately, ASOS then sent me an email full of generic phrases, claiming the parcel was delivered on December 1st, which contradicted my initial concern. I replied twice expressing my frustration with this unhelpful response, but have yet to hear back from them. All I want is for my order to be promptly sent to me. I am displeased with ASOS's handling of this situation and their lack of investigation into the matter, especially considering I paid for next-day delivery and a week later, I am still without my items while Yodel's delivery status remains inaccurate.

I paid for next day delivery for my parcel on November 27th, [redacted], but it hasn't arrived as of December 11th. Hermes, the courier, provided two updates saying my parcel was with them and would be delivered within an estimated time slot, but it still hasn't arrived. After contacting them, they assured me the parcel would be delivered within 72 hours on December 8th, but there has been no delivery yet. The whole experience has been disappointing, as I no longer need the parcel and it was meant to be delivered the day after I ordered it, for which I paid extra. I'm frustrated and unsure if the parcel will ever arrive. I would like a refund to resolve this issue.

Dear Sir/Madam, I noticed on "My Order" in my account that you have provided a tracking number for APG E-Commerce Solutions. Although I placed my order on December 2nd, according to my Asos account, you only dispatched my parcel on December 9th (I am disappointed that it took 7 days to prepare my order!). However, I received an email from APG stating that they never received the parcel from ASOS. My order number is: [redacted]38 Tracking number: [redacted]5 Please investigate the whereabouts of my parcel and inform me as soon as possible. Thank you, Lina S.

Hello, I purchased a Topshop faux suede & fur trim long coat in brown in November [redacted]. I adore the coat, but I was shocked by the additional $71.39 Remittance fee I had to pay upon package pickup, on top of the $[redacted] I already paid. I was under the impression that delivery was free, and I was not notified about any border fees. These unexpected charges have made me hesitant to shop at ASOS in the future. Thank you, Cristina

I was expecting a parcel to arrive on the 7th of December, but it hasn't shown up yet as of the 13th. The order section in my ASOS app states that there was an "attempted delivery" and advises me to check for a note left at my address for more details. However, I did not find any notes, and there were no calls made prior to this supposed delivery attempt. As a result, I am unsure of the parcel's current location and whether it was actually delivered. How should I proceed in this situation and how can I track down where my package is currently? Thank you in advance.

I encountered difficulties with your live chat service regarding my return issue. Unfortunately, I am unable to print a return label at home due to the lack of a printer and rely solely on internet access. Despite my request for a return label to be sent to me, I was advised to visit the library instead. I find it disheartening that a company offering a "FREE RETURN" policy would not accommodate such a simple request. The fact that my credit card company recommended your services through their rewards program leaves me puzzled. I feel compelled to share my disappointing customer service experience on social media, as I initially held high expectations for your company and shared my excitement with my followers. In today's world, poor customer service like this influences our decisions on which businesses to engage with. Regards, J. Streitz

Hi, I hope all is well. I'm Janet Peng, a Canadian customer of yours. My order number is [redacted]96. I received my package this morning and was quite frustrated because I was charged $25 in duty fees. Before placing my order, I reviewed your website, which clearly stated that "From July 1st, [redacted], orders shipped from the US to Canada under CAD $[redacted] will not be subject to duties." I intend to make more purchases from your company, but I was taken aback by this unforeseen charge. I kindly request a prompt resolution. Thank you. Janet

I believe my order might have been delivered to the incorrect address. I purchased adidas joggers for £22.80, but the item seems to have gone to the secondary address linked to my account. I made the purchase without logging in and used a guest checkout option through a specific website link. I am unsure of the actual delivery location. I would appreciate information on the whereabouts of my order and if it's possible to have another one sent to 55c Derrycarne Road.

Dear Customer Service, I am experiencing difficulties locating my package that was ordered on November 30th, as it has not yet arrived. I have attached the transaction details for your reference. I am reaching out to you from this email address since I am unable to access the account email I used for the purchase. I kindly request your assistance in investigating the status of my package. Thank you for your attention to this matter. Sincerely, Tea Tandaric

Dear Customer Service, I need assistance in tracking my package. I made the order on November 30th, and it has not been delivered yet. The payment amount was [redacted].76 HRK (Croatian Kuna), and the payment description is from ASOS with contact number [redacted]0. I am reaching out from this email address as I am unable to access the one linked to my account. I appreciate your help in locating my package. Thank you, Tea Tandaric

I ordered a bomber puffer jacket from Superdry in purple, but I received a green jacket instead. The error occurred due to a mismatch in the color displayed and described on the app. I was really excited about having the purple jacket for the winter. Can you please assist me in getting the correct purple jacket at the same price I originally paid, considering the current price increase? This issue happened before, but now I'm unable to resolve it due to the app not displaying accurate images. My order number is [redacted]00. Thank you.

Hello, I made a purchase, but my card issuer blocked it temporarily for fraud prevention. I verified the payment is legitimate, but the order appears unsuccessful, and the items in my cart are now out of stock (displayed as last items). The time between the failed notification and my attempt to re-add the same items was approximately 1.5 minutes. Can you please investigate if I can reorder the same items? Order No: [redacted]42 Thank you, Klaudia

Hello, I would like to report an issue with the delivery of my order. Last Saturday, December 11, the postman attempted to deliver my order ([redacted]55) but as I was not home, it was supposed to be sent to a pickup point. Unfortunately, the parcel point claims they never received the package and the tracking status still shows 'out for delivery' for a week now, leading me to believe the package may be lost. When I contacted bpost, the company responsible for DHL packages in Belgium, they directed me to reach out to the sender, ASOS. I kindly request your assistance in resolving this matter as I am eager to receive my order. Thank you for your help. Sincerely, A.

I made a large order on ASOS using my partner's work points scheme and a gift voucher. After returning most of the items, the refunds were credited back to the gift voucher without considering we wouldn't be able to spend it all. Now we have £[redacted] in ASOS gift vouchers that I need refunded back to my account, especially with Christmas approaching.

Hello, I placed the same order twice for an item using Clearpay, a method I have used frequently. However, both orders were rejected. Please refund the amount for the two declined orders back to my bank. I am a long-time loyal customer, and I am disappointed as the item was intended for Christmas. Thank you, Karren C.

I purchased a jumper on sale from ASOS but received a dress instead. After contacting ASOS online, they advised me to return the dress for a replacement. However, upon returning the dress, no jumper arrived. Another conversation with ASOS revealed that the mix-up resulted in a refund instead of a replacement being processed. They assured me of a same-day refund and a code to repurchase the jumper at the sale price. Despite their promises on November 30th, I am yet to receive the refund, the jumper, or the code.

I am extremely frustrated with my experience with Asos. I paid for next day delivery, yet it has been two days and my order has not arrived. I paid extra for expedited delivery because I am leaving the country tomorrow and need it before I depart. Contacting their customer service has been a nightmare - the website, live chat, and phone lines seem non-existent. I spoke to a representative who assured me the order would arrive on time, but tracking shows it's not even out for delivery yet. Despite emailing customer care and attempting to call multiple times, I have received no helpful response. Even reaching out on Instagram did not yield any results. While Asos has appealing products, their customer service is severely lacking. My main concern is for my order to arrive as promised.

Hello, I recently made a purchase on your website, but encountered an issue with the delivery as my location was not found. The package has been returned to you, however, I have yet to receive a refund. I kindly request your assistance in either resending the package to an alternate address or refunding the payment. The order number is [redacted]42, and it was dispatched on December 7, [redacted]. Thank you for your help. Warm regards.