Asos Customer Service Issues

I recently purchased a dress from Asos with order number [redacted]43. After spending £75 on the product, I had certain expectations regarding its quality, which unfortunately were not met. Despite wearing the dress only once and carefully following the washing instructions, the item has significantly lost its detailing. The gold stars that were originally on the dress have almost entirely disappeared, leaving gold glitter scattered everywhere except on the dress itself. Regrettably, I discarded the packaging and return slip after trying on the dress and confirming its fit. Now, due to the recommended washing process causing irreparable damage, the dress cannot be worn again. Even if I had retained the return slips, they would serve no purpose as the dress is now discolored and not worth the price I paid. I am deeply disappointed by the quality of this product and request a full refund. Please contact me via email for pictures of the dress to further address this issue.

Dear Sir/Madam, I am writing to express my concern about an order I placed on April 2nd with an estimated delivery date of April 28th. Unfortunately, I have not received any communication from the company regarding the order and I am unable to track it. As of now, I have not received the order and this has left me feeling anxious. I kindly request that the order be delivered to me by May 19th. I am disappointed with the poor service provided by the company. It is frustrating to have paid on time and not receive the order promptly. I hope for a positive response as I have already sent numerous emails without success. Looking forward to your prompt reply. Best regards, Concerned Customer, T. E Sokeche

This isn't my first time ordering from ASOS, but it will be my last. It's the first time I've been treated like this. My order placed on April 16th was supposed to arrive by April 26th, but there has been no progress since then. After emailing, I was informed that my items will be refunded to my Apple Pay card and could take 5-10 working days to reflect on my statement. However, there was no explanation provided, leaving me confused and feeling neglected. I expect better service from a company as large as ASOS and would appreciate more information on this situation. Thank you.

On Friday the 8th, my package was supposedly delivered and left in a 'safe place,' which turned out to be my doorstep. Living in a council block of flats, this is not secure, and the package was stolen. I am struggling to contact Hermes as they do not provide photo proof of delivery locations. I kindly request a refund for the lost order or a replacement to be sent out.

I purchased 3 dresses on Saturday with an additional 12 months next-day delivery option for an expected delivery on Sunday, May 8th. Despite the tracking indicating the items were "out for delivery," they did not arrive. I recently received an email explaining there was an issue and I would be contacted for a late delivery, but no one contacted me. Hermes (Evri) seems unreachable. I've paid for the order, but have not received it. I kindly request immediate assistance to resolve this matter. I anticipate the items to be delivered tomorrow and a refund for the delivery charges. Order Number: [redacted]36 Name: L. Howson

I am looking to discuss my frustration with a recent order I placed for next day delivery that was guaranteed to be delivered on Saturday the 14th. However, now the courier is saying it will arrive on Monday instead. The order details on the website have been changed to say "estimated Saturday," while my confirmation clearly states delivery on Saturday. I have screenshots to prove this discrepancy. When trying to contact customer service through the website, the page just continuously loads without any option to reach out for help. This has been ongoing all day without any resolution. I find it unacceptable for a large company to have such poor communication and service. If my items do not arrive as promised, I will return them unopened and request a full refund, as this experience has been very disappointing.

Dear Sir/Madam, My name is Guo. I made a purchase on ASOS on May 4th with order number [redacted]60. After waiting a week, I was informed that DHL had returned the item to the sender without notifying me while I was home all day. I contacted customer service, and one representative mentioned they would reach out to me upon receiving the return so I could choose between a refund or a replacement. Today, I received a refund but when I inquired about reordering, another customer service agent mentioned I would need to place a new order. However, I had a 28€ discount on my initial order, and the current price is 40.99€. Despite explaining that the DHL issue caused the return, I was informed they could not adjust the price. I am hoping to reorder the item at the original discounted price of 28€. Thank you for your assistance, and I am eager to hear back from you. Best regards, Guo Tang

On April 1, [redacted], I placed an order for the “Berksha high waist mom jeans in black” in a size 2. The estimated delivery date was initially set for Tuesday, April 12. Being aware of potential delays due to living in Guam, I patiently awaited the arrival of my parcel. Tracking my order on the ASOS website led me to FedEx, indicating a new delivery date of May 16, [redacted]. However, to my surprise, the tracking information showed my package was delivered to ATLANTA, GEORGIA on Monday, April 25th, rather than to Guam. Despite the discrepancy, I have yet to receive the package at my post office box. I have waited over 2 months, and as the situation remains unresolved, I am inquiring about the status of my shipment, ensuring it was sent to the correct Guam address, and seeking a possible refund if needed. Your prompt attention to this matter would be greatly appreciated.

I purchased a dress from ASOS in December which initially looked fabulous. After making some slight alterations to better fit me, I wore it to a wedding. Unfortunately, after washing it, I was appalled by the poor quality of the dress. The material developed strings, shrank, and lost its shape despite following the washing instructions on the label. It now looks more like a £5 dress than a £60 one. I've been trying to contact ASOS for months regarding this issue without any success. The lack of response is frustrating, especially considering I have been a loyal ASOS customer for years. I am disappointed with the quality of the dress and the inadequate customer service.

Hello, I'm reaching out because I have had another unfortunate experience with the delivery of my recent order. Today, the delivery person claimed no one was home to receive the package, even though my friend was waiting all day at 5 Gate House, London W4 2QN. The delivery person did not make an attempt to ring the bell, causing unnecessary distress for my friend, especially considering her health condition. The proposed solution from Evri is for delivery on Wednesday, but I urge the delivery person to ring the flat number at 5 and wait for a response or contact my friend directly at 07[redacted]48 upon arrival. Additionally, it is frustrating that there are no contact numbers provided for customers to address such issues promptly. I am disappointed with the level of service received today.

Sehr geehrtes Asos-Team, ich benötige dringend Ihre Hilfe. Kürzlich habe ich eine Bestellung von Ihnen erhalten, die ich ordnungsgemäß bezahlt und bereits getragen habe (Bestellnummer: [redacted]77). Allerdings habe ich am nächsten Tag ein unerwartetes Asos-Paket erhalten, das Artikel enthält, die ich nicht bestellt habe. Mein Name ist zwar auf dem Etikett, aber die Artikel sind mir fremd. Nachdem ich den Kundenservice kontaktiert habe, wurde meine Situation missverstanden, und sie haben fälschlicherweise meine letzte Bestellung rückerstattet und mir ein Rücksendelabel für die "eigentlich korrekte" Bestellung geschickt. Ich habe nun das falsche Paket zurückgeschickt, obwohl ich eigentlich nur die unerwünschten Artikel zurücksenden wollte. Bitte korrigieren Sie diese Verwechslung in meinem Konto. Mit freundlichen Grüßen, Teresa R.

Hello, I have previously reached out to you several times on your website for assistance. I returned three items four weeks ago and paid for the return shipping myself using the labels provided in the parcels. The first order number was [redacted]05, which included two women's blazers, and the second order number was [redacted]49, which was a women's jumper kit. I followed the instructions and sent them to a Polish address as indicated on the return labels. Unfortunately, I am very disappointed with the service provided by ASOS as I have heard many complaints about customers losing money. I am frustrated with this experience as I have incurred significant costs. The functionality of your service pages needs improvement, and I will continue to pursue this matter further as I believe this is not how a company like ASOS should operate. Sincerely, E.H.

Beste Asos, Onlangs heb ik mijn retourpakket met twee jurken teruggestuurd in dezelfde verpakking. Gelukkig ontving ik een e-mail dat jullie het pakketje hebben ontvangen in jullie depot. Ik verwacht dat beide items zijn aangekomen, aangezien ik ze samen heb teruggestuurd. Echter, ik kreeg alleen de terugbetaling voor één jurk, terwijl ik beide jurken in goede staat heb geretourneerd. De andere jurk had ik enkel gepast en teruggestuurd omdat het niet mijn keuze was. Ik heb afgelopen maandagavond al een e-mail gestuurd, maar tot op heden geen reactie ontvangen. Het is nu vrijdag en ik heb nog niets van jullie vernomen, ondanks dat jullie klantenservice 24/7 beschikbaar zou moeten zijn. Ik wil graag weten waar mijn terugbetaling blijft en zie dit graag spoedig op mijn rekening verschijnen. Ik ben een loyale klant die regelmatig bij jullie bestelt en vind dat dit snel opgelost moet worden. Met vriendelijke groet, Salma B.

Dear Customer Service, I recently received a reminder letter from AfterPay regarding a jacket and matching pants I returned a while ago for a wedding. I disliked the fit and appearance. Although I returned both items and informed about the returns, only one article shows as processed. I kindly request to close this matter promptly. Furthermore, I find it challenging to contact you through the website. The Help pages have been unavailable with a message indicating system improvements for quite some time. It's frustrating not being able to reach customer service easily. I hope this email address provided by AfterPay will help resolve the issue swiftly. I run an online shop myself and strive to respond to customers within 12 hours, unlike the current experience with Asos, which feels unfriendly. I look forward to receiving confirmation once this matter is resolved. Thank you.

I am contacting ASOS regarding the wedding dress I received. I insist on receiving a full refund for the dress due to its terrible condition upon arrival. As a teacher in India, purchasing this dress was a significant expense for me, and I had high hopes considering ASOS is an international brand. Unfortunately, the dress is unusable for its intended purpose due to its poor quality. The main issues include the dress being a dirty yellow color instead of white, poorly attached beads that fell off in transit, excessive customs charges for inadequate packaging, and unhelpful customer service. I have attached images to support my claims. I urgently request a refund of the dress cost and customs fees. Failure to address this promptly will result in me sharing my experience on social media platforms and lodging a complaint with the consumer forum. I expect a swift and positive response within hours. Thank you.

Hello ASOS Customer Care, I am Azita Zarrabi, and I am reaching out regarding my order [redacted]06, which was shipped on March 1, [redacted]. I have been trying to speak with a customer service supervisor but have been unsuccessful. I initiated a return request the same day I received the order, and the return label was promptly printed and attached to the package. The return was meant to go to the UPS drop box near my residence at [redacted] (World Trade Drive) San Diego. However, despite my efforts, the package seems to have gone missing, and I have not received my refund of $[redacted].35. I have reached out to ASOS Customer Care via email twice, on the 26th and 30th of March, but have not received any response. I discovered the issue when checking my bank statement yesterday, June 5, [redacted]. I have provided the UPS tracking information to a chat representative and also shared a PDF of the label. It appears that the label was not properly scanned, making it challenging to track the package. I kindly request a full refund and your prompt assistance in resolving this matter. Thank you for your attention to this issue. Azita Zarrabi

I placed an order with ASOS back in January, but the delivery never arrived. ASOS's investigation concluded that it was delivered to the correct postcode, so they stated they couldn't assist further. After reaching out to Yodel independently, they validated that the package was actually delivered to another apartment within my building that I cannot access. Yodel apologized and informed ASOS of this discrepancy on my behalf. Despite ASOS's error, they have not responded to any of my follow-up messages. Each time I engage with their live chat, I am informed that my order was not successfully delivered, and they mention a "specialist team" that will reach out to me. However, it's now June, and I have not received any emails, refunds, or any other communication from ASOS other than them blocking my account. As a heavily pregnant customer, this situation is causing me significant stress. Using PayPal for the transaction has added to my frustration as they are now charging me interest for a product I never received. I am struggling to get a resolution as ASOS seems unresponsive and difficult to reach. PayPal has advised they need to hear from ASOS before taking further action, complicating an already drawn-out process. It's disappointing to be treated this way by a company of their standing after being a loyal customer.

Hello, I recently returned three pairs of trainers in perfect condition with all the original packaging. Unfortunately, I received an email last Wednesday stating that my Adidas pair cannot be refunded due to improper labeling. I am confident that I returned them correctly with tags, paper inserts, and laces placed back neatly in the box. Despite my efforts, I was informed that the Adidas pair, size 8, would be sent back to me unreimbursed. I engaged in two live chats with ASOS representatives who mentioned escalating the issue and promised a follow-up, but I have not received any further communication or refund. Additionally, on Saturday, I unexpectedly received a pair of shoes from ASOS that were not mine, lacking proper packaging or tags. I have attached photos of these shoes in my second chat. My details: Chat Reference Number: [redacted]2 Order Number: [redacted]81 I would appreciate your assistance in resolving this mix-up in processing my return at ASOS. Thank you. Best regards, Sarah B.

I recently attempted to return items to ASOS following their updated 28-day return policy. Despite registering 35 items for return on the website, I did not receive the necessary return label via email. After reaching out multiple times through email and their website contact form without any response, I even tried contacting them through social media channels to no avail. Unfortunately, without the return label, I am unable to send the items back within the policy timeframe. Despite my efforts, ASOS's (NL) customer service has not been responsive, leading to this frustrating situation. All I am seeking is the return label to ensure I can send the items back and receive a refund, rather than a gift card.

Hello, I recently placed an order with the order number [redacted]69. I have decided to keep three out of the five items, but unfortunately, the dress and skirt do not fit me correctly. I missed the return deadline by one day due to my university summer exams, causing the app to restrict my return. I have been under significant stress revising for my exams and intended to handle the returns after they were over. I am usually diligent about returns and adhere to the policy deadline. I am aware that I may not receive a full refund due to this oversight but would like to inquire if I can return the items for a gift voucher instead. This would be greatly appreciated as a loyal ASOS customer. I apologize for the oversight and hope for a positive resolution. Thank you for your attention to this matter. Best regards, Avani