Asos Customer Service Issues

I made an order on Asos and sadly realized I provided the wrong delivery address long after the cancellation window elapsed. The address is completely incorrect, mixing up cities in different countries where I don't reside anymore. Frustratingly, customer service reiterated the cancellation policy without acknowledging my address issue. Despite chatting twice, I was only advised to contact the delivery company post-shipping to reroute the package, which seems unrealistic. I am resigned to losing my money and causing unnecessary wastage. A lesson learned to thoroughly double-check addresses before confirming orders to avoid such mishaps. While I am annoyed, I understand mistakes happen, and I appreciate the opportunity to share my frustration.

Since August, I have been dealing with numerous issues trying to order items from this vendor. Initially, the system was down due to technical problems, and I was assured I would be notified once the matter was resolved. After waiting patiently for nearly two weeks, my account finally worked, but to my surprise, there was no notification as promised. I proceeded to add items to my cart, made the payment, and received a confirmation email for shipping. However, after a week passed with no delivery, I contacted customer service multiple times only to be told to wait a few more days each time. Frustrated and upset, I was put on hold for 90 minutes during one call and even informed that my order was never dispatched. This ongoing ordeal has caused significant distress, totaling over $[redacted] in undelivered or incorrectly sized products. The lack of empathy and resolution from the customer service team has been disheartening and has taken a toll on my health and home life.

I placed an order on the 16th of September, and I have yet to receive it. The courier claimed they attempted delivery on the 21st, but no one rang the buzzer or left a delivery card, even though there were people at my house. I redirected the order to a collect+ location for faster delivery but have not received any updates. Despite reaching out to the courier twice, I have received no helpful information on the delivery status. The clothes were meant for an event that has already passed, causing frustration. The free delivery policy states up to 5 days for delivery, but it has been almost 2 weeks since I placed the order. My account still shows the delivery date as the 21st of September, which is clearly incorrect. This has been a disappointing experience, especially since I am a regular ASOS customer. I would appreciate your assistance as I have had no luck contacting the delivery company.

I placed an order with ASOS for three items on September 24th with next-day delivery. Despite being informed the parcel would arrive on the 26th by Evri, it did not. After contacting ASOS and being advised to wait for an investigation, I was asked to wait further. Frustrated by the delays, I requested a refund on the 29th as I lost confidence in timely deliveries by Evri. When the parcel arrived on the 30th, I tried on the clothes and they fit. However, ASOS insisted I return them instead of allowing me to purchase them. Despite waiting nearly a week for the order and facing multiple delays, I am disappointed that I cannot keep the items I finally received. I simply want to pay for and keep the clothes. The issue seems to stem from Evri, but it is puzzling why I am unable to retain the items now that I have them. Regards, K. Boulton

My order was shipped on September 12th with an expected arrival on September 29th. However, it's been ten days past the due date, but my order hasn't arrived. The tracking link shows no updates since September 12th. I am questioning when my order will arrive and why the delay. Where is my order currently located? Despite waiting for more than ten days, my first order with ASOS was canceled, and the money was refunded to me. After reordering, the second package was also not delivered. ASOS support informed me that my order went missing during transit and that a refund would be issued. Regrettably, my first experience with ASOS in Turkey was disappointing, and I do not plan to purchase from them again.

Subject: Issue with Order Refund Request Dear Customer Service, I attempted to reach out to you multiple times, but unfortunately, I was unable to connect with a live representative as customer support appears to only be available through an automated system on the website. I want to address an issue with my recent order. I returned all the items from Order Number [redacted]23 as they did not arrive within the estimated time frame. The initial purchase total was €[redacted].82, but I only received a refund of €[redacted].08. Now that all the items have been sent back in perfect condition, I am requesting the remaining refund amount to be processed promptly. I appreciate your prompt attention to this matter. Best regards, R. Picolli

Subject: Unresolved Issue with ASOS Customer Service Hello ASOS Customer Service Team, I am writing to address a concerning matter regarding my recent orders with ASOS. On 12.08.[redacted], I placed an order for items under the number [redacted]73 with the expectation of free delivery. However, despite waiting patiently until 6th September, it appears that due to a warehouse error, my item was either lost or misplaced. In an attempt to rectify the situation, a Customer Care specialist promised a complimentary delivery for my next order. Subsequently, I placed an order for items numbered [redacted]58 on 07.09.[redacted]. Following this, I contacted your Customer Service Team to request a refund for the delivery fee, which they initially acknowledged. Regrettably, after a 10-day waiting period, I was informed that the refund had been denied due to some unforeseen issue. After multiple follow-ups, on 20.09.[redacted], my refund request was supposedly accepted again, with a promised timeline of 10 working days for processing. Unfortunately, despite this assurance, the refund has not been credited to my account as of today, 03.10.[redacted]. This unresolved matter, coupled with the lack of transparency and delays in resolution, has left me feeling frustrated and disregarded as a customer. I urge your team to prioritize resolving this issue promptly by processing the refund owed to me. Furthermore, I expect compensation for the inconvenience and breach of consumer rights that I have experienced. I eagerly await an official response from ASOS regarding this ongoing issue. Failure to address this matter adequately may leave me with no choice but to seek legal advice to pursue my rights as a consumer. Thank you for your attention to this matter. Sincerely, N.

I recently placed an order with Asos for 3 items. However, when attempting to track the parcel, my account did not show any record of the purchase. Eventually, the order arrived without any delivery information from Asos. I am now looking to return the items, but I am unable to generate a return label as Asos still shows no orders in my account. Unfortunately, I have been unable to contact them via phone, email, or chat for assistance. It is crucial to me to return these items as £68 is a significant amount. I request Asos to update my account promptly so I can print a return label and receive my refund.

I signed up for Asos Premier on 26/09/[redacted] for next-day delivery. However, my account got blocked on 12/10/[redacted] without any explanation. Despite reaching out to Asos multiple times, my issue remains unresolved. On 14-10-[redacted], I got an email saying my account was active, but I couldn't log in. Moreover, my orders were frequently delayed, arriving 3 days late instead of next day. Since Asos has been unable to fix my account problem, I request to cancel my Premier subscription and receive a full refund. Please resolve this issue promptly or process the refund for the service I did not receive.

Hello team, I placed an order with ASOS and opted for delivery to a locker. The courier contacted me to report that the parcel is now missing. Please see the attached email for confirmation. Thank you for your assistance with parcel number T00KMA[redacted]. Despite reaching out to the carrier, they have determined the parcel is lost. I apologize for any inconvenience this has caused. This is not a common issue, and I recommend reaching out to the retailer to file a claim. I sincerely apologize for any trouble this may have caused. If you require further assistance, please don't hesitate to contact me. Regards, Jasmin Customer Care - InPost UK

I placed an order on October 27th with the Premium Italy delivery option promising next-day delivery, according to the confirmation email for delivery on October 28th. However, my order has not arrived yet. My account shows that the delivery should have been made by now. I urgently need the package by today or at the latest by Monday, October 31st. I also request a refund for the Premium Italy fee as I haven't received the speedy delivery as promised. Despite trying to get an update through ASOS' live chat, I have not been successful. Unfortunately, the confirmation email did not include a tracking link for my order. I would appreciate a swift resolution to this issue and the prompt delivery of my order.

Dear ASOS Customer Care, I am reaching out regarding a problem I faced with my recent order. My order number is [redacted], and despite the website showing it has been delivered, I have not received it. I attempted to contact Customer Care through the website but encountered an error message instructing me to check my browser settings. Despite following the recommendations, I still cannot reach the page. I found this email by searching online and hope you can assist me in resolving this issue. Please advise on how to proceed. I would like to either have the order resent or receive a refund. I look forward to your prompt response. Thank you, Nikoloz

I am reaching out in desperate need of assistance. I am a loyal customer of ASOS, evident from my account history. My recent order was missing The North Face Royal Arch zip-up fleece jacket in khaki, costing £[redacted].00. After informing the team about the missing item, they assured me the issue would be resolved. To my surprise, I received an email stating that my account has been banned. Although most of my orders have been satisfactory, there have been a few instances where incorrect items were sent or items were missing. I have always adhered to the return policies. Being an average individual on a modest income, I find it distressing how loyal customers are being treated. I kindly request a refund for the missing fleece as it was not received, along with refunds for the returned orders. Order number [redacted]35 pertains to the missing fleece I am referring to. Order [redacted]30 has been returned, yet the refund has not been processed, despite confirmation of receipt. Your recent customer service actions are disappointing, adversely affecting hardworking individuals like me. I urge you to rectify this breach of our purchasing agreement promptly. Viewing my account history will show that I retain most of my purchases. Your assistance in this matter is greatly appreciated. Thank you.

Dear Sir or Madam, I am writing to inquire about a placement year with the ASOS brand next year. Currently a Level 2 Psychology student at Queens University Belfast, I am passionate about fashion psychology and marketing. Combining my love for fashion with my studies in Psychology has always been intriguing to me. As part of my course, I have the opportunity for a 12-month placement related to Psychology. I am particularly interested in opportunities at the London headquarters or anywhere in Ireland, such as Dublin, if positions are available. I am willing to share my CV for review upon request. Any additional details about positions within the company would be appreciated. Please advise if there is a specific individual I should reach out to regarding job applications. Best regards, Mary Mc Kernan

Hello, I am reaching out about a refund issue I encountered with my recent orders. I had a discussion with your live chat team regarding three missing items from two separate orders. I provided details of the missing items, and it was confirmed that I would receive a refund, with a subsequent confirmation email dated 17/11/22. Following up on the refund status on 20/11/22, I was informed that the refund had been initiated. However, when attempting to log back into my ASOS account, I was unexpectedly suspended due to suspicious activity. Contacting the live chat team on 22/11/22, I was informed that my case had been escalated to the specialist team. I have documentation of these conversations and screenshots affirming the refund process but remain puzzled by the account suspension. Urgent assistance on this matter would be greatly appreciated. Regards, B.

Hello, I am writing to address an issue with my order number [redacted]08. The delivery process involved DHL and Cargus upon arrival in Romania. Unfortunately, due to an error on Cargus's part, the order did not reach me. Despite paying for the order in full on your website, Cargus's system shows conflicting notifications - one stating it was delivered, another indicating delivery failure, and a third suggesting I refused payment on delivery. I was at home all day awaiting the delivery, yet the courier did not show up. Cargus is wrongfully placing blame on me. They have advised me to request a resend from the sender, which is you. I am willing to cover all expenses for reshipping and taxes. However, one of the products is no longer available. If you are unable to resend the order, I may have to take legal action against Cargus, as this issue seems common among their clients. I am hopeful we can find an easier resolution. Thank you, A.-B. Radu

I placed an order with ASOS and was charged the full amount, which included delivery. On the day my order was supposed to arrive, I realized it hadn't. After looking into it, I found out that my parcel was being sent back to ASOS without any notification via email. I have not received a refund yet, and I'm unable to contact them through their website. When I click on the "contact us now" button, it just redirects me back to my account.

Dear Customer Support Team, I am a big fan of ASOS as it is my primary source for buying clothes. I find it convenient and easy to use, especially the returns process which I have never had trouble with until recently. Regrettably, I missed the returns deadline assuming I had 28 days to create the return and additional time to complete the drop off. Due to unforeseen circumstances, I couldn't make it to the drop off location on time, and now I am unable to access the QR code needed for the return. As a loyal customer, I acknowledge my error and kindly request an extension for this return to avoid wastage and loss of refund. Ensuring the return process runs smoothly is crucial for me, particularly during these challenging times. I deeply value ASOS and your assistance in facilitating this return would be greatly appreciated. Kind regards, Jessica.

Order number [redacted]03. Good evening, I returned my order over 3 months ago. The refund was issued as a voucher despite my requests for it to be refunded to my card. I have contacted customer service numerous times, but the money has not been credited back to my card. I am extremely frustrated and disappointed with this situation.

I am located in Ontario, Canada, and recently placed an order for 2 jackets on asos.com. Upon receiving the notification that my package had arrived at the local Canada Post office, I went to collect it. However, I was surprised to learn that there was an additional fee of $78.80 CAD imposed by the company. This charge was not disclosed to me during the checkout process or anywhere else on the website. I am very disappointed by this lack of transparency and do not wish to pay the unexpected fee. I would like to understand why this charge was not communicated to me earlier before I decide how to proceed.