Asos Customer Service Issues

I ordered two parcels with multiple items on 2 March, expecting delivery by 10 March. Unfortunately, the new estimated delivery date is now 18 March. Customer support informed me they cannot assist until after delivery, which will be after I move from Australia to England on 15 March. They said they can't cancel, refund, or take any action until the order arrives, which will likely be after I've left. Reordering is not an option due to the delayed refund process. The support team acknowledged my situation but advised me to wait without offering a solution.

I placed an order for a Nike Repeat Logo Taping Cargo Joggers in black, an ASOS Design Oversized Sweatshirt in blue, and a block hoodie in teal on 20th February [redacted]. The expected delivery date was 10th March [redacted], but it hasn't arrived yet. I have not received any communication about the delivery status or any notice of delivery at my security gate. If I cannot receive my order promptly, I would appreciate a refund.

I am disappointed about the price match issue regarding an order where I had to choose a different jacket due to the unavailability of my size. Initially, I was promised a price match upon delivery, only to later be informed that it could not be honored. This experience has been frustrating and has soured my day. The customer service chat was unhelpful, with one representative even threatening to close the chat. I expect a price adjustment for the inconvenience caused. I await a swift response to this matter. For record-keeping purposes, I prefer correspondence through this email address as per Trading Standards guidelines.

I placed an order with a delivery window of 6 pm to 10 pm and paid £7.95 for delivery. Despite paying for a premium delivery service, my package allegedly arrived, signed for by someone named Shuhel, even though I was home and the delivery did not occur. After contacting customer service and receiving a response from ASOS, they mentioned that CitySprint claimed to have delivered the parcel to Shuhel's mother at an address I no longer reside at due to her passing four years ago. This discrepancy has left me frustrated and disappointed with the service. I am requesting either a replacement or a refund so I can shop elsewhere.

I need help with returning an item left at an address where the intended recipient no longer lives. The recipient moved out three weeks ago, and there is no forwarding information. The order date is 19/03/22, three weeks after they left. The delivery driver left the parcel without being notified to return it. I want to send it back to ASOS as "Return to Sender," but I don't know how to create a returns label. I'm unsure if the local Click and Collect can assist with returning it to the delivery company. Can you help me figure out how to resolve this? Thank you.

I placed an order on December 22, [redacted], and returned two items on December 28, [redacted]. I received a refund for one item, but not for the ASOS DESIGN 14k gold plated pack of 3 everyday hoop earrings. Despite contacting customer care and being promised the refund within 48 hours, it never came. Subsequent follow-ups did not lead to any resolution, with no confirmation emails or refunds received. Upon making a complaint, there was still no confirmation or action taken. The conversation with a customer service advisor on 03/19/[redacted] ended abruptly, leaving me feeling upset and frustrated, especially after being a loyal customer. This unresolved issue and poor customer service over three months have greatly disappointed me, tarnishing my view of ASOS. I seek both the refund for the earrings and some form of compensation, like a voucher or discount code, for the prolonged distress caused by this situation.

I submitted a return (Return No.: 23AEBAW3EGFEMB) for order [redacted]35. I used the provided label with the QR code and dropped it off at the Londis drop-off point. However, the courier mistakenly returned the package to my home address, not the intended return address. I mistakenly opened the package, including the original return label, thinking it was a new delivery. When I realized the error, I tried to return it with the same label, but the drop-off point couldn't process it due to a scanning error with the QR code. Could you please generate a new return order for the same return (23AEBAW3EGFEMB) so I can receive a new return label to send the item back? My details are: Account Name: Nicole R., Email: [redacted]

Hello, I recently placed two online orders on separate days last week. The first order (Order number: [redacted]52) was made on 25/03 for a total of £77.85. The second order (Order number: [redacted]32) was placed on 26/03 amounting to £38.00. Both orders arrived together on 28/03 in one shipment consisting of 2 bags and 1 box. Unfortunately, one of the bags was partially unsealed, and the box had a noticeable hole, suggesting possible damage or tampering. I have attached images for your reference. Regrettably, some items are missing from the delivery, specifically the Vero Moda dad trousers in grey (£38.00) and the ASOS DESIGN 5 pack ankle socks in white (£6.00). I waited a few days as advised on your website, but these items have not shown up. Although I received an email confirming the delivery of Order [redacted]32, there was no mention of the other order. I am uncertain if this discrepancy is due to oversight with multiple orders or a mishap during delivery. The unsealed bag raises concerns. I am requesting a refund for the missing items and I trust you can resolve this promptly. For any further inquiries, please contact me at [redacted]. I am looking forward to a positive outcome. Thank you, Emily

I am frustrated about the inaccurate delivery notification that claims my parcel was delivered when it has not arrived. I have checked my building thoroughly, and it is nowhere to be found except at my front door, which is not a secure location. There was no proof of delivery provided, making it impossible for me to track where it may have been left. Despite opting for Premier delivery, I have not received my order on time as expected with the extra payment for this service. The absence of a customer service contact number is disappointing, forcing me to wait for 24 hours for a response. The live chat option is available, but it lacks personalized assistance and immediate resolution to the issue at hand.

Hello, I accidentally selected the option to return two orders in one bag/parcel, but only one item was sent back (a black denim jacket), and the other (a red dress) is still with me. Due to creating a return for the jacket from the same order, I cannot generate a new return label for the dress and am unable to access the barcode for it. Please find below the return number for the jacket: 269SBFG3EH3GKL Tracking Number: HZ[redacted]75GB The red dress was from the order number: [redacted]10 Thank you for your assistance in resolving this matter. Sincerely, KT

I am writing to address the issue with order no. [redacted]30. I recently received a mug from your website, and upon removing the sticker and rinsing it with warm, soapy water, the mug cracked as soon as it touched the water. A large visible crack is now present on the mug, which is very disappointing. I have initiated a return process, but I wanted to formally raise this complaint regarding the poor quality of the product. As a loyal premium member of ASOS who makes regular purchases, I am surprised that such a substandard item was sold on your website. I had even purchased another mug as a gift for my sister, but now I am concerned it might have the same issue. This experience has left me quite disheartened.

On March 27, [redacted], I made a substantial order from ASOS totaling $[redacted].05. Opting for express post, I paid an additional $20. ASOS notified me on March 28, [redacted], that my order was en route and set to arrive by April 1. They dispatched my order in two packages with tracking information provided. Despite a delay, I received an email from Courier Please, my local courier in Sydney, Australia, on April 6, informing me that my package was on its way. While I received one of the two parcels on April 7, the courier marked both as delivered. After contacting ASOS and the courier, it was confirmed I only received one parcel. Despite Australia Post and the courier's efforts, the missing parcel was not located. ASOS promised a refund and advised me to return the items in the received parcel, which I did. Surprisingly, the missing parcel was delivered on April 13. However, when attempting to access my ASOS account, I discovered I had been banned with no refund promised. Despite reaching out to customer service and being assured they were addressing the issue, I remain banned and out of $[redacted]. I seek a refund for the returned items and assistance with returning the remaining parcel to recover my rightfully owed funds.

I have 4 different orders totaling over $4,[redacted]. Initially, I ordered [redacted]+ items with premier delivery, but there was an issue with the security card check. I made a second attempt, which went through, expecting the $19 premier delivery fee to cover all subsequent orders. I also bought another premier delivery good for a year to save money. However, the orders, scheduled for over a week away, are crucial as they are time-sensitive gifts. When logging in, I noticed three email accounts linked due to Google sign-in. This confusion led some emails to show no orders, while some displayed old orders like leopard shirts from years ago. This is a major problem involving thousands of dollars. I acquired and attempted to purchase premier delivery, but it seems to have caused complications. S.H. Stillings Emails: [redacted] [redacted] [redacted]

Dear ASOS Team, I received a communication from the debt collection company Paigo regarding a payment of [redacted].85€ (including 29.40€ in collection fees). I have already reached out to the collection agency as I returned the package. They informed me that I sent it back too late (5 days overdue). I received the package on 20.01.[redacted] and dropped it off at the parcel station for return on 24.02.[redacted]. I also encountered issues with receiving the QR code for the return process. Despite multiple chats with the ASOS Team, I had to provide a different email address as the QR emails were not coming through. The collection agency now insists that I pay the full amount and that I will receive a credit with ASOS. I am now uncertain if the collection agency is genuinely authorized by you or if it is a well-crafted scam. I request a response. Feel free to contact me at [redacted]30. Customer number: [redacted]04 Kind regards, Okroj Paulina

Dear Sir/Madam, I am writing regarding an issue with online shopping. I haven't received a confirmation message for my order, although the app shows it's been in processing for 10 days, with the payment already deducted. The incident happened on 07/04/[redacted]. This order was intended as a gift, making me anxious about its delivery status. I seek clarification on whether to continue waiting or cancel the order. Your swift response is appreciated to comply with Trading Standards. Please reply to this email provided to keep a documented case. Thank you, Pascari R. Email: [redacted] Order number: [redacted]28 Address: Moldova, Chisinau, Str. Gheorghe Madan 87/4, ap.27, MD2020

Hello, I recently purchased an item that was delivered to me by Omniva, but unfortunately, it doesn't fit. I decided to return the item through Omniva. However, when I tried to scan my return slip at the Omniva post office box, the box provided was too small for my parcel to fit properly. I attempted to return it the next day, but I received an email from Omniva stating that my parcel had already been received, even though I had not successfully returned it yet. When I tried again the following day, I received an error message stating an "invalid status of the parcel". I contacted Omniva, and they informed me that my return number is locked as used in the system, and they cannot process the return with the same shipment number. They advised me to reach out to the sender regarding the free return number. I'm still eager to return the order, so please assist me with the next steps. Order Number: [redacted] Omniva Shipment Number: [redacted] Name: P. Benido Telephone: [redacted] Address: Algirdo gatve 26A-2, LT-[redacted] Email: [redacted] Looking forward to your prompt response.

My order number is [redacted]46 and was placed on 15th April [redacted]. I ordered two Tea Club glass tea infusers, which were delivered to my doorstep on 19th April. Upon receiving the package, I noticed that one of the infusers was broken, and glass shards spilled out when I opened it. I informed the courier that I couldn't accept the damaged item but wanted to keep the intact one. Unfortunately, he had to take both back as per the protocol. I received emails confirming the delivery but did not indicate that I rejected the damaged item. I am requesting a replacement for the broken infuser or a refund if a replacement is unavailable.

I placed an order (number [redacted]05) yesterday from my work laptop using a voucher code sent to my work email ([redacted]). The account is under my personal email ([redacted]) and it should be delivered to 75 Derwent Road, Mexborough, S54 0QF. Unfortunately, I received an email stating that the order was unsuccessful due to failed security checks, resulting in the closure of my account. I have tried contacting customer service for over an hour but have been unsuccessful in getting any help. The money from the voucher code has not been refunded yet, and I am unable to reorder the dress I wanted until this issue is resolved. It's frustrating not knowing why this happened, especially when I am the same person with both work and personal email addresses.

I am reaching out to address an issue with one of my recent orders placed on ASOS on 11.04.[redacted]. My order number is [redacted]19. Although I ordered 13 items, including Converse Chuck Taylor Lift Hi platform trainers in white, a Missguided midi smock dress with ruffle hem in dalmatian, and an ASOS DESIGN ultimate organic cotton scoop neck vest in a 3-pack, among others, I only received two items. The ASOS DESIGN scoop neck vests and a Typo midi bust planter in white speckle, which was not part of my order. I have returned the incorrect items. However, the refund I was initially promised is significantly less than what I paid. Despite contacting ASOS customer care multiple times, the refunds promised have not been accurate. I urge for a proper refund, a halt to my Klarna payments for this order, and possibly a £[redacted] ASOS gift card due to the inadequate customer service received. As a long-time ASOS customer, I have never encountered such issues and hope for a swift and satisfactory resolution to this matter.

Subject: Issue with Pay Later (Klarna) Dear Sir/Madam, I am reaching out to address an issue with my recent return using Klarna. I have received confirmation of the refund, but upon checking Klarna, I noticed a delivery charge added to my order. Both my original orders indicated free delivery, so I am unsure why this charge is appearing as £4 per order. The order numbers for the returns are as follows: - [redacted]52 - [redacted]00 I would appreciate your assistance in resolving this matter promptly. Despite the initial promise of free delivery, I am now being asked to pay a total of £8 for the delivery charges. Please refund the delivery charge and cease the outstanding payment on Klarna. I anticipate your swift response to this issue. To comply with Trading Standards, I prefer to maintain a documented record; therefore, kindly respond to this email address. Thank you for your attention to this matter. Sincerely, Zainab R.