Asos Customer Service Issues

Hello, I am reaching out to address a recent issue with my account. I have been a loyal customer for many years and have enjoyed the convenience of Premier next day delivery. However, I recently discovered that my account has been unexpectedly blocked without any clear explanation. This has caused me significant anxiety and frustration. After contacting customer support, I received automated emails from customer verification stating that my account has been closed due to "suspicious activity." I have always made timely payments through Klarna and have not been provided with any evidence to support this decision. I have sought advice from trading standards and they have confirmed that without proper explanation, this action may not have been appropriate. I am eager to understand the reasons behind this sudden account closure and the impact it has had on me. I hope to receive a response within the specified timeframe outlined in your terms and conditions to avoid further escalation of this matter. Best regards, S.

I recently purchased three pairs of jeans from your store as Christmas gifts. Unfortunately, when my son tried them on, they were all too small compared to previous trousers I bought with the same label. The original trousers seem to be two inches larger, even though the label matches. The jeans are still in their original packaging, unworn, with tags and one even has the plastic bag it came in. I believe there may have been a mix-up with labeling. I would like to return them for a refund. I can provide a picture showing the difference in size and labeling if needed.

I placed an order in late December (the 22nd) for various items, including a brown £[redacted] North Face puffer jacket. After receiving my order, some items didn't fit or meet my expectations, so I returned them. The brown North Face jacket was intended for my brother, but ASOS sent me the wrong size. When trying to return it, I realized ASOS had closed my account. They informed me via email that they couldn't assist me with this issue, suggesting I could return the jacket through Royal Mail by paying for delivery to the sorting office. I sent it back via 1st class tracked mail and contacted ASOS through live chat, where they advised me to wait. It has now been three months since I returned the jacket, and there has been no progress in processing my refund.

Dear Sir/Madam, I am a disabled customer of ASOS and require assistance with tasks. On January 12, [redacted], I organized a parcel drop-off with the above tracking reference. Unfortunately, the wrong parcel was delivered. I promptly informed ASOS and Royal Mail of the error. Despite confirmations of receipt, I have not received the correct item. I have contacted ASOS multiple times since but have not received an update. My chat reference is [redacted]6. I am disappointed with ASOS's handling of this situation and would like further assistance in locating the missing parcel. I am considering escalating this to the ombudsman but require ASOS's final decision and the ombudsman's contact details.

Dear Sir/Madam, I am a disabled customer of ASOS and require assistance in various tasks. On January 12, [redacted], I arranged for a parcel to be delivered with tracking reference [redacted]. Unfortunately, the incorrect parcel was delivered. I promptly contacted ASOS on the same day to alert them to the mistake, specifying that the tracked parcel should contain an Airfryer instead of a leather jacket, which I am willing to return at my own expense. I received confirmation from Royal Mail, the contractual courier company, that they delivered the tracked parcel to ASOS on Saturday, January 14, [redacted], at 08:45 am under ref QZ[redacted]GB. Despite multiple follow-ups with ASOS, using chat reference [redacted]6, I have not received any updates or efforts to return the item. As a registered disabled customer, I am disappointed with ASOS's handling of this matter. I request the item's return or reimbursement. If possible, please provide details for contacting the retail ombudsman. Kind Regards, Samantha B.

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Hello! I previously reached out regarding a return, received the provided code, sent back the package, but have not received my refund due to external circumstances. Unfortunately, my ASOS account was closed without reason despite not being a Russian citizen. I am considering providing my son's card details who resides in the USA for the refund transfer. I appreciate your understanding as I am in need of retrieving my funds. Looking forward to your response. Sincerely, a loyal customer. I received the package with tracking number RJ[redacted]11RU from ASOS on Friday, February 4, [redacted], at 9:37 PM and returned it on February 18th, [redacted].

I reached out previously regarding a return, received the provided code, shipped the return, and confirmed its delivery. However, I have yet to receive a refund due to circumstances related to the war. My ASOS account was closed, despite me not being a Russian citizen. To facilitate the refund process, I am willing to provide my son's card details in the USA for the transaction. Please consider my suggestion as an alternative to access my funds. Looking forward to your response. Sincerely, a loyal customer. Package Received: RJ*********RU from ASOS on Friday, February *, ****, at **:**. Returned on February **th, ****.

Good afternoon, I recently had an issue with my order from asos.com that has left me very upset. I was expecting sandals for my upcoming birthday, but they were not what I had ordered. On Sunday, March 19, I placed an order and received a completely different model of sandals. I kindly request assistance in resolving this matter and processing a refund for the incorrect item. I reside in Chisinau, Moldova. Name: Ana Ceban Phone: +[redacted]1 Email: [redacted] I am eagerly awaiting your response.

Hello, I hope this message reaches you in good health. I encountered difficulty with the live chat option on your website since it is only available in German. I made a purchase of two pairs of sandals from ASOS Germany. Order Number: [redacted] Shipment Date: March 21, [redacted] Selected Address: Nancy G., DHL Packstation [redacted], [redacted] Berlin, Germany DHL Shipment Number: [redacted]05 ASOS emails mention that the order has been delivered to my neighbor, but I have not been informed about the specific neighbor. DHL emails suggest that the shipment will be returned to the sender. I am eager to locate my order and have this issue resolved promptly before the Easter holidays. Thank you

I apologize for any inconvenience this may have caused. I have been in contact with your team regarding my refund request, which has been pending since the 19th of this month. Despite assurances from one agent being that a manual refund would be processed if it wasn't received, I was then informed by another agent to wait an additional 2 days due to a miscommunication. This conflicting information has left me feeling frustrated and unsure of when to expect my refund. I kindly request that my refund be processed promptly to alleviate this ongoing issue. I have attached screenshots of my interactions with your team and Evri for reference. Your prompt attention to this matter would be greatly appreciated. Thank you for your assistance.

Hello, I recently tried to process a return for items from order number [redacted]48, only to discover that sale items are not eligible for return. Unfortunately, I fell ill before I could include these items from my second order which didn't fit me. Now that I am feeling better and can initiate the return process, I noticed that two items are missing from the return list - the Steve Madden trainers in small and the House of Holland Rude jumper in large. I understand the return policy better now and will remember it for my future purchases, but I am wondering if there is any way to return these items now. Thank you for your assistance. Sandra

Hello, I am experiencing some issues with ASOS. I placed an order for 6 items, but the website disappeared during processing. I reordered 4 items, received them, and a week later, 2 items from the first attempt arrived. Disappointed with all items, I sought to return everything. I received return codes for the correct order items but not for the 2 from the initial failed order. This happened because an incorrect email address was used. I returned all items, included those without codes, with an explanation. Now, Riverty is requesting €[redacted].98 for items I already returned. There seems to be confusion due to my correct email address not being used for the initial failed order. Can you assist in clarifying this situation? Thank you, Marrie.

Hello, I encountered an issue with ASOS while placing an order. Initially, I ordered 6 items, but the website disappeared during checkout. I attempted to reorder 4 items, which I received successfully. Later, I unexpectedly received 2 items from the incomplete first order. Disappointed with all items, I wanted to return everything. However, I only received return codes for the correct order items, not the two from the failed order due to an incorrect email address. I returned the two green jumpsuits from the incomplete order with the properly coded items, explaining the situation. Now, I received a request from Riverty to pay €[redacted].98 for an item I already returned. I seek clarification on this matter. Thank you for your assistance. Regards, Marrie.

Hello, I placed an order with you back in March. Order Number: [redacted]36 I apologize as I thought I had initiated my return, but it turns out I hadn't. I have just returned from a 3-week trip, 9 days of which were spent with my Year 13 pupils as a teacher. It was an honest mistake, and I sincerely hope I can return the items as they amount to quite a lot of money. I understand the inconvenience and acknowledge that your policy states a maximum of 28 days. I genuinely thought I had processed the return while I was away so I could return the items upon my arrival back in the UK. Unfortunately, that wasn't the case. I would greatly appreciate it if you could make an exception in this situation and allow me to return the items. Thank you, Rebekah.

Hello, I submitted a return on April 8th. The processing was due on the 18th. I did receive a refund for one item but have not heard anything about the two items from the same order. I am concerned they may have been overlooked as the other refund was given as a gift card. Order Number for the items pending refund: [redacted]29 Items in question: ASOS DESIGN Tall tie front button-through mini dress in black & Stradivarius linen mini dress in natural I have attempted to reach out to ASOS's customer care team multiple times but have been unsuccessful in connecting to an advisor as the call always gets dropped.

I have been an Asos customer for around 18 months. Lately, I have noticed that the Clearpay payment option is not showing up for me at checkout, even though I have used it successfully in the past. I contacted Asos via Live Chat, and they couldn't provide a clear reason for this issue. Clearpay has verified that my account is in good standing with a healthy credit balance. I have never had any payment problems with Asos before. I'm wondering why this is happening all of a sudden and how it can be fixed. Eileen B. [redacted] [redacted] [redacted]0

I placed an order for 2 Nike shirts; one white with a small blue logo and the other a very light brown with a small black logo. Additionally, I bought an ASOS t-shirt with a floral pattern on the back in white. However, upon receiving my order today, I discovered that I received two off-white shirts instead of the white ones I ordered. Furthermore, the light brown shirt I received has the wrong logo on it. I would appreciate it if ASOS could help me exchange these items for the correct ones in the right colors. My order number is [redacted]90.

Subject: Issue with Missing Item in Recent Order Hello, I'm reaching out regarding an order I made on 15/04/[redacted]. On the morning of 16/04/[redacted], the delivery person brought my package to my doorstep, but unfortunately, I noticed the package was open when it arrived. Due to the number of items inside, I couldn't immediately determine if anything was missing. After checking, I discovered that the ASOS Design gold plated earrings were not in the parcel. I've been attempting to contact ASOS regarding this matter but have only been directed to virtual chats, which have not been effective in resolving the situation. I reached out to Royal Mail and completed a form for compensation, but I was informed that I am not eligible to receive the £10 compensation for the lost earrings since the parcel was not sent via special delivery. Could you please help me with compensation for the missing item? My order number is [redacted]17. Thank you, Miss W.

I attempted to return items using the returns label provided by your company. However, I faced issues printing or opening the label. I tried contacting customer service through the Admin number provided, but they redirected me to the online chat, which also did not function properly. Consequently, I sent back the items at my own expense, along with a detailed letter explaining the situation. It was frustrating to receive the goods back a week later without any paperwork or explanation for the return. I am requesting a full refund to avoid escalating this matter. Thank you, Siobhan M. Order number: [redacted]46