ASOS Reviews 

Over £500 spent, next-day delivery never arrived — appalling customer service

I placed an order at the beginning of August for over £500, expecting next-day delivery. Neither of the two parcels ever arrived.

What followed has been one of the most frustrating customer service experiences I’ve had.

I spent around five days going backwards and forwards through the online chat, repeatedly explaining that the parcels had never been delivered. Eventually I was told that ASOS needed to raise an investigation with Royal Mail and that I needed to wait until 20 August for this to be resolved.

I did exactly that.

I contacted ASOS again on 21 August, only to be told that I now needed to wait another two working days for the carrier to respond. This completely contradicted what I had previously been told.

The chat itself was equally frustrating. Despite the conversation clearly being about two parcels that had never arrived, I was repeatedly asked about my “returns” and when I had sent them back.

When I expressed my frustration at having spent over £500, received nothing and then been given yet another delay, the response from the customer service agent was:

“Can you please check what I have written above?”

That response came across as unnecessarily snarky and dismissive given the situation. I’m the customer who has been without over £500.00 and without the goods for weeks — I don’t think expecting clear, consistent communication is unreasonable.

After pushing the issue, I was finally offered a refund, which I was then told could take up to another 10 working days to reach my original payment method.

So, to summarise: over £500 taken, next-day delivery never arrived, days spent chasing via chatbot, conflicting information about the Royal Mail investigation, an additional wait imposed after the original deadline, and then an unnecessarily abrupt response when I questioned it.

Mistakes and lost parcels happen. What matters is how a company deals with them. In this case, the communication and handling of the problem have been extremely disappointing.

BEWARE when ordering products that are sold & shipped from their brand partners because if something goes wrong ASOS will not help you & nor can the brand partner .

Placed an order of 3 items , 1 item ( a pair of VANS) arrived separately due to it being sold & shipped by VANS themselves. I got absolutely no correspondence on the vans & when they arrived I didn’t even know they were out for delivery . I chose to return them using the YODEL returns sticky label that was provided with this order & it’s only when I dropped them off we were made aware that yodel don’t provide paper “proof of return” receipts but they take your Email address & send it via Email which you’d imagine would be trustworthy. well I never got that Email which means I have no proof of return nor do I have a tracking number to track them back to the vans warehouse. ASOS point blank refused to do anything to help me get the tracking number , Vans themselves can’t help me because the order doesn’t show up on their system due to purchasing via ASOS , YODEL can’t help me cos I can’t provide the tracking number , the shop I dropped them off at can’t help as they can’t access yodel returns info . I feel like you’re led into a trap , if this item doesn’t make it back then who is responsible for helping me get a refund then? My contract is with ASOS yet they shut me down every time.

Ive been a customer with ASOS for probably over 10 years & yesterday they closed the chat window on me because their poorly trained staff are too lazy to help , I tried Emailing their customer complaints department only for the Email to bounce back due to them cutting off all avenues for customers to complain , my next plan is to email the CEO . This is absolutely disgusting & if anything goes wrong , I’m stuck with a £75 bill for these trainers & no proof that I even returned them . I’ll be getting the ombudsman involved . I’ll also be taking my money elsewhere in future .

Paid for ASOS premier for the year which is supposed to give you free next day delivery for the year, a couple of months in the delivery’s get slower and slower with no communication that what you’ve paid for is no longer the service you get - it wasn’t even express delivery let alone next day. Now it’s noted as “express” delivery when you have premier subscription activated and you have to pay a further €14 if you want it delivered next day - which it probably won’t even be. Ridiculous

I have been waiting for a refund of £38.99 since 2 August. I have repeatedly been on to their customer service team and I repeatedly get nowhere. No one seems to care despite the flowery language and responses no one seems to be able to process this refund to me. I am spending inordinate lengths of time trying to get my money back. What is even worse is that it is to be refunded to a giftcard. God help anyone actually trying to get a monetary refund.

**Extremely disappointing customer service**

I am extremely disappointed with ASOS customer service regarding order **1062571530** (purchased on 17 August 2026).

I am trying to return my order from Spain, but the only free return option offered to me is a Mondial Relay drop-off point approximately **37 km from my home**. The alternative is to use my local post office, but ASOS requires me to pay the return shipping myself and refuses to reimburse it.

I have repeatedly explained that travelling 37 km each way simply to return an online order is not a reasonable solution. Despite several conversations with customer service, wich was extremely super slow, I have not been offered a practical free alternative or a prepaid return label.

What is particularly frustrating is the amount of time spent going back and forth with customer service without receiving a clear or satisfactory solution.
Very disappointing experience with ASOS.

Very disappointing experience

I ordered a pair of ASOS heels specifically for my holiday, as they matched several of my outfits. Unfortunately, when I opened the package just before going away, I discovered that I had been sent two right shoes instead of a pair. I was extremely disappointed, especially as I had planned my holiday outfits around them.

I contacted ASOS and asked if they could simply exchange them for the same style. Instead, I was told they would issue a refund and provide me with a £32 voucher towards purchasing a new pair. However, I never received the voucher email.

What has made the situation even more frustrating is that this was entirely an error on ASOS's side, yet there was very little empathy or willingness to help as a result, they may have offered the voucher bu5 that never was received. I even asked if they could cover next-day delivery so I could receive the shoes in time, but this wasn't offered.

It has now been a month and I'm still waiting for the £32 voucher. After receiving two shoes for the same foot and then having to spend so much time chasing the resolution, I feel really let down by ASOS. I expected much better customer service and more understanding when the mistake was clearly not mine.

I never had a problem with ASOS. Buying and returning if necessary without any hassle. Always received items as per promised delivery. Pay annual fee and get next day delivery free. Returns are very simple. Go online complete return and receive QR code to be presented at DroptoShop . No need for a printed label.

Customer service is absolutely disgusting. Ordered a pair of £110 new balance trainers off ASOS but new balance directly shipped them to me as their brand partner. The shoes didn't suit so I had to return them using an already created returns label new balance provided. 3 weeks later I still haven't received my refund and I have misplaced the receipt. Seeing as I didn't generate the returns label myself I contacted new balance to see if they could source this for me as I could then get the tracking code that was on it. They said seeing as they are only brand partners they can't access the information from the warehouse and that asos would directly have to do it themselves. So I contacted asos to be met with the most diabolical, rude customer service. Despite providing screenshots of what the girl from new balance said informing ASOS to contact them, they refused saying they couldn't do it and I would have to contact UPS to source the parcel. I phoned UPS to be of course met with seeing as I didn't generate the returns label they couldn't find anything and they told me to phone new balance. So I phoned new balance to be met again with, we can't source it you have to contact ASOS. So I contacted ASOS again, to be of course met with we can't do that there's nothing we can do. So now I'm out of pocket £110 for shoes that I no longer have. I hold my hands up I misplaced the tracking number but it's their mistake that they haven't issued the refund. I would order off ASOS regularly and this has really put them off. There's no interest in helping the customer at all, the girl simply ended the chat on me. Deffo won't be ordering a single thing off them again.

Terrible customer service. The AI assistant is completely useless - my parcel didn’t arrive on time and appears to have been lost, and instead of actually helping, it just keeps telling me to wait 5 days. I paid for next-day delivery and received no notification about any delay.If a company offers next-day delivery, customers should be able to expect either next-day delivery or, at the very least, proper communication when something goes wrong. What’s the point of offering next-day delivery if you can’t provide it and don’t even bother to inform the customer?
The sizing information on their website is also very poor or non-existent. Really disappointing.

love asos! Super fast and easy

I ordered some items for myself and my 2 daughters for holiday, but had to return some as they did not fit. I went through their ridiculous retuns process on their app. It is time consuming as you have to select the item select the reason then write more about that reason manually. It took a long time and I submitted my return and got a note saying a QR code would be sent. No QR code was sent. I contacted customer service via the app who looked into it and saw no QR code had been created. They then asked me to write on the app all of the items and code numbers that I was returning. Not possible as there were over 20. This would have taken me hours and would have been really awkward having to go into the app - look at each item and then cut andvpaste into the chat. I asked for an email address instead so I could cut and paste all in one go. Finally got them to agree. I had to send my list through 3 times before anyone acknowledged it. over a week on they sent me a reply and generated 2 QR codes. When I clicked on the QR code it said I needed to include paperwork. I had to once again contact customer service to see what I needed to included in each parcel. I got the list but saw that they had incorrectly copied my list. They had extra items and items missing. I have now just emailed them again asking for a new QR code with the correct items but I got an email response saying they will not reply to emails and I need to go to the app. Firstly what a terrible return process - why did the app not work? secondly poor customer service - not a thought was given to the customer experience and finally due to them being inept I now may miss the 28 day return window. I will never use them again as a company because of this. What a total farce and waste of my time. I just want to be able to return some of my order It should not take 30 odd interactions etc to achieve this.

Great experience! Everything good

Disgusting customer service. Well done losing thousands of £s of custom from me over a £20 return.
Compassionless and rude, don’t expect any kind of human kindness or empathy from customer service.

I ordered a knit jumper and received a gym shirt! the jumper I wanted is now sold out so clearly they'd rather give me the completely wrong item instead of just cancelling the order and admitting they didn't have enough stock. Disgraceful.

Appalling customer service — two warehouse mistakes, zero accountability and customer inconvenience.

I’ve been a loyal ASOS Premier customer with zero returns for years, yet my recent experience has been shocking.

I ordered on the 13th with next-day delivery because I needed the item before Wednesday 19th. ASOS sent me the wrong item twice - a cheaper t shirt which was different. I had already spent my own time reporting and returning the first incorrect item, only for the same mistake to happen again.

I asked for written confirmation that I wouldn’t be penalised for not returning an item I never ordered. Instead of resolving the issue, customer service repeatedly ended the chat.

Mistakes happen, but making the customer fix the same mistake twice and then cutting them off when they complain is simply unacceptable.

ASOS has completely failed its customer here.

Two orders in a row have been significantly delayed. I paid for next day delivery, for an order to be delivered over a week later. Customer services are unhelpful, they can't contact Evri, they can't cancel the order. It's ridiculous that with today's technology the logistics are worse than a few years ago. Not surprised at all of the negative reviews.

I'm a regular online shopper of clothing and accessories. I've been shopping online for 6/7 years, and I buy something every 2 weeks, as avarage. I always buy only from official websites. I've never received a product that doesn't match the photos. And now...I bought from Asos for the first time a few days ago. I don't consider it an official website, but I'd read that it's an authorized seller of Dr. Marten's products. That's why I trusted asos and bought a pair of De Maeten's boots (the last pair left). The package arrived very quickly (the shipping service was excellent), but... the boots show clear signs of wear, as if someone bought them, wore them once or twice, and then returned them. I say this because: 1) the leather on the front has clear signs of long horizontal creases, which only form after a few wears, 2) the insole has a couple of black stains, which, frankly, prevent me from even thinking about putting my foot in there; 3) the outsole has splashes (to be honest, it doesn't show clear signs of scuffing or scrutching). These marks don't appear when you try them on. They appear when you wear them. So, a customer wore these boots and then returned them? I find this very serious. The smell is of real leather, and it's still very strong, which makes me think they've only been worn once or twice. But it's still disgusting. Quality control sent me boots that didn't match the photo, and didn't match the description, because I believe they were used, not brand new. I will never buy from ASOS again. I hope, at least, that the return and refund process is quick, easy, and transparent.

Any small issues can't be dealt with as there's nobody to speak to. AI customer services stuck in a loop or 'error'. If you get through to a human, chat times out and you have to start again. Will not be using again

Ridiculous company. I have had an ASOS account for years, and begrudgingly use it when I'm in a bind due to the shipping speed.
I have recently become a student again, and so have access to student discount. However, the student discount is registered to a different email address than that of my ASOS account. I tried to have this reset, but could not access the old account, so created a new one to match up with my student discount email.
I then paid for the premier/next day delivery (just under £10), placed an order - for a wedding - and cracked on with my day.
ASOS then cancelled the order (they refunded the clothes, but not the premier delivery), and locked my account down, saying it had been suspended. I returned home, where I was able to unlock the original account, and re-placed the order from this - albeit missing out on my student discount. I also had to purchase an additional premier, so another £9.95 for delivery.
I contacted ASOS to ask about refund for the £9.95 for the premier subscription, but was told I had to place the account from the email it corresponded to - but this was not possible, as they had locked the account, so it could not be accessed. I then contacted them again... and again... and eventually was told it would be escalated.

They've now unlocked the second account, but are saying it's been too long to refund the premier. So I have two premier subscriptions, and no idea if they'll honour the second account when I place an order again, or if it will again be locked. They are refusing to refund the premier.

As an aside, their returns setup is a bit ridiculous. Whilst the returns process is pretty straightforward, their policy feels unfair with regards to surcharges considering their own sizing. I have previously ordered suit trousers in multiple sizes - I understand that between different brands, sizings can be inconsistent, and appreciate that a 32 waist from one brand might be more like a 34 waist from another brand, and to check the sizing. But ASOS produce their own clothes, and I have literally ordered a 32, 34, and 36 waist of the exact same pair of ASOS own trousers previously, and found the 34 to be bigger than the 36 and so on. Their own sizing is wildly inconsistent, so you have to order a variety of sizes in the hope that one of them is close to what you order, and then get punished for returning excessive numbers of items (which you only had to order because their own brand clothes are such inconsistent sizes)

As ever, the orders that did arrive were of a real mix in quality and sizing - some had clearly been previously returned and stuffed straight back into into bags and were in a dreadful state (I at least make sure i return everything as it was delivered, folded, clipped, etc) whilst others were, as ever, all over the place in sizing.

As it was, I returned the lot and grabbed something from River Island which - check this out - actually matched it's measured dimensions. A novel concept.

Anyway, yeh, ASOS sucks.

Created Return, never received the return barcode, waited and waited, when i chased i was told its outside return window and they are not interested in helping. Error on the ASOS system leaves me out of pocket. Terrible customer service