ASOS Reviews 

Sent the wrong item, refused replacement, and kept my shipping fee—unacceptable
I ordered a pair of shoes and a pair of trousers from ASOS. The trousers arrived fine, but they sent an entirely different pair of shoes.
Customer service instructed me to return the wrong item, promising they would send the correct shoes once they received it. After I sent the parcel back, they changed their story and told me they could only issue a refund because they wouldn’t send the replacement. To make matters worse, they refused to refund the shipping fee.
I was charged shipping for an item ASOS failed to deliver due to their own mistake. Expecting the customer to pay out of pocket for a merchant error is completely unfair and borderline deceptive. I will not be shopping with ASOS again unless this is resolved with a full refund.

Had a terrible experience with them 10 years ago, so vowed never to buy from them again. Now, I saw a shirt I really wanted so thought I'd try again since it's been so long. Should have trusted my gut to not buy from them. Bought a shirt from them, got shipped the wrong item. Contacted customer service- they said I could send back the wrong item. This would be expected. I asked if they could re-send me the correct item. They said I could just re-buy it. I asked if I could get free shipping or if I would have to pay shipping again since it was their fault. They said I'd have to re-buy the item and pay shipping again. How does this make sense?

Honestly speaking, honestly the tracking number didn't work for days so I had to call them twice. Won't be ordering from them again.

I've given them a few chances now, and like the item arrived broken and unusable so I had to call them twice! Pretty let down, honestly!

I hate to say it, but the packaging was completely damaged on arrival which completely ruined the whole purchase for me. Very annoying.

Absolutely ridiculous company. I’ve had problems with ASOS more than once, but this return process is beyond frustrating.

They provided a return locker that is too small for my parcel, and instead of offering a proper prepaid alternative, they expect me to contact the courier myself and potentially pay for the collection. The whole experience is unnecessarily complicated and frustrating. I definitely won’t be recommending ASOS based on my experience and nit buying from them again.

If you live on an island, big NO! They will want you to travel 5 hours ti the mainland to return their items!
Need to return more than 200€ due to incorrect description and bad fits, and they don’t care!

Avoid at all costs, terrible customer service!! Ordered a pair of trainers they got delivered to the wrong house proof of delivery photos showed it was a diffrent door number to mine, spoke to customer services who raised as a missing parcel. Got an email 2 days later saying they wasn’t refunding me as it was suspicious and a fraudulent claim!! They closed my account with no further explanation!! Iv had to do a charge back with my bank to get my money back!! Plz save ur self the headache and order from some where else.. read all the reviews on here and you will see what a bad company this is!! Wish I would have read them before ordering!! Worst company on the internet!!

Extremely disappointing experience with ASOS.

I had to pay approximately €40 to return one package from Norway. Nowhere during the purchasing process was I clearly warned that returning an order could cost such an excessive amount. ASOS only states that returns are “not prepaid,” which does not adequately inform customers that they may face a €40 charge.

When I contacted Customer Care, they were completely unhelpful. The adviser repeatedly told me that ASOS was not responsible, without properly addressing my concern about the lack of transparency. I asked several times to submit a formal written complaint, but they refused to provide a complaint email address and simply directed me back to the same live chat.

Customers should be clearly informed about potentially substantial return costs before placing an order—not after they have already purchased and need to return something. The lack of transparency is unacceptable, and the customer-support experience made the situation even worse.

After this experience, I have lost confidence in ASOS and will think twice before ordering from them again. Be very careful if ordering from Norway: returning your package could cost around €40, and you should not expect meaningful help from Customer Care.

Beware before you decide to order ! Pictures are not adequate. And if you return they will charge a minimum of 5€. Asos disguise the cost as a return fee and a 'discount ' on the returned item(s). Read the return policy carefully.

Terrible Experience!

I purchased the Asos beauty advent calendar 2026 as soon as it was launched ( last week)
It arrived today with one of the boxes missing (no.3)
The online customer chat was slow & unhelpful ! After 45 mins & lots of photos they said I could not have a refund or an exchange! They wouldn’t even replace the missing product ! Furious ! 😡 I wonder if other customers have been affected with the same problem with their advent calendars ? Poor , Poor , Poor !

Order number 1063923258

This is just a disgustingly terrible company all round. Ordered an item, three weeks passed , nothing , spoke to customer services via chat everyday for nearly two weeks , they just kept telling me to wait and wait. Agents use AI to generate responses to questions , call centre based abroad and do not comprehend English. Stay away from this cowboy company , it’s been three weeks and have finally managed to get a refund initiated , will never use them againz

ASOS customer service is a disgrace. It’s basically non-existent, and they could learn a lot from companies like Amazon when it comes to looking after customers.

I ordered two dresses about a month apart, both at the same price (£75). The second dress fit me better, so I contacted ASOS and asked whether I could return the first one — if not for a refund, then at least for store credit. It was only about a week outside their return period, still had all the tags attached, was unworn, and was an item they were still actively selling and had in stock.

They refused to make any exception whatsoever. The result? I simply returned the newer dress, which was still within the return window, and had to keep the first dress that didn’t fit as well.

So ASOS gained absolutely nothing financially by being so inflexible. They ended up with exactly the same £75 from me, except now they also have a disappointed customer and another one-star review.

I understand that companies need return policies, but good customer service is also about applying some common sense and discretion — particularly when an item is unworn, fully tagged, only just outside the return window and still being actively sold.

On top of that, I’m often amazed by how different some ASOS items look in real life compared with the photos online. Obviously, this happens with online retailers generally, but with ASOS I find the difference particularly striking.

Very disappointing experience.

Wont be using Asos again. They've just charged me 3.95 for a return (that i could send back cheaper myself) because my return rate was high. The thing is, the item i bought for my husband is completely mis-sized and thru no fault of our own have had to return as it's massive.

Getting fed up with getting emails saying asos need more info about a return this is getting a common problem with my orders,you can’t really send more than one item back at a time as they must get confused,I’ve been charge twice now for stuff I’ve sent back,get your returns in order,I’m very wary about using asos now as it’s about of a shitshow

Absolutely appalling treatment – £201 gone and ASOS closed my account

I genuinely cannot believe how ASOS has handled this.

I placed an order for £239 which was split into two parcels. Both were supposedly delivered at the same time and left unattended in an unsecured communal area rather than being handed to me or to the staffed reception. I never received the items.

ASOS refunded £38 from this exact same order and delivery, but refused to refund the remaining £201.

I spent days speaking to Customer Care and was repeatedly told the outstanding refund was being investigated. As recently as the same day this escalated, I was told to allow 10 days for the process.

Instead, I suddenly received an email from Customer Verification refusing the refund, accusing me of suspicious refund activity and closing my account.

I was absolutely shocked. I asked them to tell me specifically which previous refunds they believed had been falsely obtained and what evidence they had for making such a serious allegation. I also asked them to actually address the £201 I am still owed.

Their response answered NONE of those questions.

They simply told me my account would remain closed and, unbelievably, sent me instructions explaining how to RETURN THE ITEMS.

The items I have been telling them I NEVER RECEIVED.

They then told me that any further emails I send about the matter will automatically be closed without a response.

So ASOS has taken £201 for goods I did not receive, closed my account when I challenged it, refused to explain the allegations they made against me, removed my access to Customer Care and now refuses to communicate with me.

I've had to raise a dispute with my card provider because ASOS has left me with literally no other way of resolving this directly with them.

I've been an ASOS customer for years and never imagined I would be treated like this. £201 is a significant amount of money to me. The whole experience has been incredibly upsetting.

If you ever have a delivery go missing, be aware of how quickly a straightforward missing-parcel claim can apparently turn into this.

I will update this review with the outcome of the card dispute.

Most of the time I love everything I order - but the times I don't, their return policy is amazing. I wanted to return two items that didn't fit me well and they offered me store credit for the same amount and to keep the original sizes I had purchased to be more environmentally conscious. Even after i have been told that nothing could be done, someone double check and made my request happen.

I’m so impressed thank you. You get what you pay for in terms of the pricing and quality of clothing.

The quality, fabric and style of the pieces I've bought from them, have lived up to expectations. The pants fit good!

i received the wrong shoes 3 times and eventually had to give up. the rest of my order was great though.