Asos Customer Service Issues

I purchased an ASOS premium order on the 29th, but I still haven't received it. My order number is [redacted]05. Evri has canceled the delivery, and when I track it, it shows that I didn't collect the order and it's on its way back to ASOS. Evri's tracking system states, "Sorry we couldn't make your delivery. We will update when it's out for delivery." I have next-day delivery with ASOS premium, so I should have received it by now. My email is [redacted]

Hello, I am inquiring about the status of my order. It was scheduled to arrive today at the latest, but it has not been delivered yet. I placed the order 10 days ago and have tracked it several times. Since November 26th, there have been delays and no further updates on its location. When I checked the tracking information on ASOS, it mentioned that the delivery personnel have not picked it up and that it is being returned to ASOS. I am eager to know its exact whereabouts and I would like it to be delivered by Monday at the latest. Waiting for 10 days is not acceptable. My order number is T00KMA[redacted]. Thank you.

Good afternoon, I placed an order this week for three pairs of shoes. Unfortunately, one of the pairs I received in size 9 instead of the 8 I ordered, and it appears to have been worn at the bottom. While I understand it was a final sale, receiving a damaged and incorrect item was unexpected. I am wondering if there is a possibility to exchange the item or receive a partial refund for it. Thank you.

Hello, I am interested in finding out if there will be another discount period for the Puma CA Pro sneakers. With Christmas approaching, I want to surprise my brother with a gift he has been wanting for a long time, but missed the discount period. I cannot afford to buy the sneakers at full price, so I am hoping for another discount opportunity. Unfortunately, our financial situation has been impacted by the ongoing war, making it difficult for us to afford such luxuries in Romania, where prices have significantly increased. The specific pair of shoes my brother is interested in are the Puma CA Pro suede trainers in off white and brown, exclusive to ASOS. Thank you, Raluca

I placed an order that was supposed to arrive on 28.11 according to your website, but it still hasn't arrived. I received a message that it's at a delivery location and not at my home. I object to having to go pick up the order when I paid for delivery to my home. I want a refund for the delivery charge to my home address. It's already 5.12 and I'm surprised and disappointed with the delay. I used to love shopping with ASOS, but now I'm not sure what to think. I'm very disappointed.

Hello, I placed an order on 30/11/22 with premium delivery for an expected delivery date of 01/12/22. Despite Evri tracking showing arrival at the depot at 07:41 on the 1st, I have not received any updates since. I often shop at asos without issues and am concerned about this order because I spent a considerable amount. I acknowledge the holiday season may be causing delays but seek reassurance that my parcel is not lost. I have been unable to reach Evri and was directed to contact the supplier for information. Name: I.F. Email: [redacted] Order Number: [redacted]17 Thank you.

I am concerned about the delivery of my order (no.[redacted]19) that was scheduled for Monday, December 5th. Despite receiving an email confirmation stating that the delivery was completed, the photo evidence showed that it was delivered to the wrong address. I have thoroughly checked with my neighbors, and the photo does not match any of their back doors. My back door is a distinctive blue-ish grey color, located on the side of my detached house with a wall separating it from the neighbors. Despite searching for almost 48 hours, I have been unable to locate my package. The contents are valuable, and I urge for prompt assistance in resolving this issue. I have reached out to the delivery company via email and phone, but have not received a response in over 24 hours. The situation is causing me significant stress and worry. I kindly request that the same driver returns to the incorrect drop-off location to retrieve my package and deliver it to my correct address. Your immediate attention to this matter would be greatly appreciated.

My ASOS account was blocked unjustly after two returns to EVRI were lost in transit in September [redacted]. Despite my attempts to reach out for assistance, ASOS has provided no explanation for the account closure. The items were returned under tracking numbers H00KME[redacted] and H00KME[redacted], related to order numbers [redacted]51 and [redacted]20, all of which were lost according to EVRI and confirmed by emails. I have been a loyal ASOS customer for over 9 years and a premier customer. Klarna is now pursuing payment for the lost items, further complicating the situation. I seek a fair resolution to unblock my account and address the missing returns promptly. Your help in resolving this matter is greatly appreciated.

My delivery from ASOS was supposed to arrive by the 5th of December. Unfortunately, the Evri tracking page hasn't been updated since the 1st of December, when it mentioned a delivery attempt would occur the next working day. It's currently the 9th of December, and I'm feeling frustrated. Each time I reach out to ASOS Live chat, I receive the same response to wait another day, with promises of delivery that never come. This cycle has repeated for three consecutive days now.

I'm very disappointed with the handling of my order that got lost in transit. I was promised a replacement even if my son's size was out of stock, as new stock arrives daily. Despite my preference for a different pair over a refund due to the Cyber Monday discount I received, I received an email today stating a refund was being processed. I find this level of customer service unacceptable. I have not encountered a solution or been connected to anyone able to help after multiple chats. I am dissatisfied with this experience.

Hello, I placed an order on November 30, [redacted], which was scheduled for delivery to lockers on December 7. However, I received an email on December 7 from Evri informing me of a delay. Despite the notification, I have not received any updates from Evri regarding the status of my parcel. Meanwhile, I have successfully received orders from other websites using different delivery services this week, which is causing me some concern about the timely arrival of my package before Christmas. Additionally, I received an email from ASOS requesting a review of the items I allegedly received, which is inaccurate since I have not even received the barcode and 6-digit number required to access the lockers for my parcel. Tracking number: T00KMA[redacted].

I placed a large order for beauty products on ASOS over a month ago. I received a notification from EVRI of an "attempted delivery" where the delivery person did not ring my bell or leave the package, instead taking a photo inside their car. I have made numerous attempts to reach out to EVRI with no response, only being directed back to ASOS. The assistance provided by EVRI has been unhelpful, with repetitive responses offering no resolution. I am frustrated by this situation and demand either the delivery of my parcel or a refund. This experience is disappointing and feels quite dishonest, as my money seems to have been taken without receiving my order.

Hello, my name is V.D., a loyal customer of your online store. I have recently encountered an issue with my order and I would like to bring it to your attention. I ordered a coat three weeks ago, but I have yet to receive it. I kindly request either the prompt delivery of my order or a refund. I trust that you will address this matter promptly to ensure customer satisfaction. If not resolved, I will be compelled to escalate this issue to customer support. Thank you for your understanding. Order number: [redacted] Order date: December 1, [redacted] Estimated delivery: December 2, [redacted] Shipped date: December 3, [redacted] I am still awaiting the arrival of my parcel.

Hello, I received your goods on December 1st and initiated a return on the 3rd using the pre-printed label provided. However, I have not received any updates on the return status. The app does not show any return information, and the live chat is unresponsive. It has been 15 days, and I have not received any emails regarding the return. I am unsure of what steps to take next. Any assistance would be greatly appreciated. Thank you. Tracking Number: 7C[redacted]0 Order Number: [redacted]09

Hello, I am looking to return an item that was not suitable when my son opened it on Christmas Day. It's a Nike 1/4 zip sweatshirt. Unfortunately, it looks nothing like the picture on the website. The order was received on November 12th, before your Christmas delivery time frame starting on the 14th. I kindly request that you consider my situation as a valued customer, taking into account the 2-day window for Christmas returns that I missed when ordering. My order number is [redacted]. I plan to order a replacement that more closely matches the item my son expected. I eagerly await your response. Thank you. Carol-Ann J. 39 Fairmeadows, Maesteg, CF34 9JL, Pen-y-bont ar Ogwr, UK. I have tried the virtual chat option unsuccessfully.

Team Asos, I have been trying to use your live chat to address a returns concern repeatedly over the past day, but I keep getting disconnected. Your customer service team appears helpful, but I am unable to stay connected long enough to solve the problem. I am looking to arrange return postage for order # [redacted]05 from the USA via USPS, not UPS. Is this feasible? Additionally, I need an update on the status of order # [redacted]25 to confirm if the item has been returned to your offices as tracking indicates. Is there an option to communicate via email with your team for assistance? Please respond soon. Thank you for your prompt attention. Sincerely, Jeff Tompkins

I need some assistance, sorry for the long explanation. Recently, I made two purchases on ASOS. After deciding to return some items, I packed them in a single bag for convenience. Before initiating the return process online, I left the bag by the stairs to remind myself to take it to work for drop-off at the post office. Unfortunately, while at home, an Evri delivery driver mistakenly took my ASOS bag, mistaking it for a Next parcel. Despite retrieving it at the depot, ASOS informed me via email that my order couldn't be delivered and was being returned. I am concerned about losing the money spent since the return hadn't been processed. I have now submitted a return with hope that ASOS will recognize it upon receiving the package.

Good evening, I received an email from your customer verification department at asos.com, stating that you will be closing my account and refusing to refund me if I understand correctly. I want to reiterate that I received one item I ordered, the Topshop cargo pants for women, and another item I did not order, which was also a pair of women's pants. I have documented everything with photos. As mentioned in my initial complaint and through all my interactions with your representatives, I believe my issue has been fairly clear. I did receive one correct item that I ordered, the TopShop cargo pants for women. However, I also received another pair of pants for women that I did not order, so an incorrect item. Furthermore, the two men's Carhartt cargo pants and the Northface backpack never arrived. As I mentioned in the complaint, the package was sealed with the second seal, so I believe it may have been tampered with. I have already spoken with your representatives, who advised me to file a complaint as I have done and to return the incorrect product. In the same return, I also included the women's cargo pants from Topshop, as the size was wrong. Now I would like to know where my refund is, as it has been confirmed multiple times by your representatives. I have returned the incorrect product and an item from the order as you requested. I would like a refund for the entire order. This morning, I received the following email from you: "After an assessment of your account, we’ve made the decision to not process your claim as your account activity is not in line with our Terms and Conditions. Your account has been deactivated and we’ve made the decision to not accept any further orders from you. In the event that any orders are placed on a new or any associated accounts, they will be automatically cancelled, and your account and any associated accounts will be deactivated, as per our Terms and Conditions." From what I understand, my account has been closed, and I will not be refunded. As a customer, I did not receive the items I ordered, I have not been refunded, and my account has been closed. I WOULD LIKE SOME CLARIFICATION BECAUSE I AM NOT A SCAMMER. I WOULD LIKE TO BE ABLE TO ORDER FROM ASOS IN THE FUTURE AND I WOULD LIKE A FULL REFUND FROM YOU. You have not resolved my issue; you have washed your hands by closing my account. This is not the way to treat a customer because in this case, I believe I have been scammed and received poor assistance from you. I have contacted your chat to seek further clarification, and they informed me that the email received from as

I recently placed an order with ASOS, but encountered issues with the tracking information provided by UPS, as it was invalid. The order did not arrive on the scheduled date and I have been unsuccessful in reaching out to ASOS for proper information and shipment status. The email address suggested by GetHuman is no longer active, yielding an automated response indicating an unattended mailbox. In my attempts to contact ASOS, I also tried using their chat feature during business hours as an alternative to phone or email. Unfortunately, the chat kept redirecting me to the FAQs page, leading to a frustrating experience. Overall, I am extremely dissatisfied with the poor customer service provided by ASOS in this situation.

Hello, could you please assist me with the return of one of my previous orders, even though it is over 45 days old? The item is still unopened. I have attached the link to the goods below. Thank you for your help. If you are able to process this return, please contact me via email at [redacted] Warm regards, D.H. ---------- Od: ASOS <[redacted]> Date: Wed 23 Nov [redacted] at 20:40 Aw: Thanks for your order! Do: Dávid Hajnik <[redacted]> Hi Dávid, your order has been received. IT’S ORDERED! Hi Dávid, your order has been received. Order No.: [redacted]24 Order date: Wed 23 Nov [redacted] DELIVERY DETAILS DELIVERY ADDRESS Dávid Hajnik Kavarnianska 18 Slovakia [redacted] Michalovce, Slovakia [redacted] YOUR ORDER Estimated delivery date: Fri 02 Dec [redacted] Delivery method: Standard Delivery 1. Reclaimed Vintage horse graphic vest co-ord - Stone / XL 2. Reclaimed Vintage horse graphic short co-ord - Stone / XL 3. Gianni Feraud croc print wallet - Black 4. Carhartt WIP Detroit paisley jacket - Tan / XL 5. New Era New York Yankees sweatshirt - Off White / XL 6. ASOS DESIGN oversized t-shirt - Black / XL 7. Carhartt WIP dream factory t-shirt - White / XL 8. Polo Ralph Lauren full zip sweatshirt - Charcoal Marl/Black / XL 9. Timberland Premium 6 inch boots - Black / EU 43 SUB-TOTAL: €[redacted].88 DELIVERY: Free TOTAL: €[redacted].88 RETURN POLICY: Extended for Christmas [redacted], orders from 14 Nov [redacted] - 24 Dec [redacted] can be returned until 24 Jan [redacted]. Thank you, The ASOS team