Asos Customer Service Issues

I received a notification stating my order was delivered today. After several conversations with Asos and multiple calls to FedEx due to my order being lost, I found the package at home. Unfortunately, the Asos package was severely damaged and only contained one out of the ten items I ordered. I have tried reaching out through their chat service multiple times, but the customer service has been extremely frustrating. The Asos website shows all items as delivered, which is incorrect. Despite FedEx's unhelpful advice to contact the seller, the only option is the chat service. I urgently need to speak with someone over the phone as I have had a terrible experience after spending a significant amount of money with Asos.

I recently placed an order with reference number 4004WDXQ2AKG. However, I received an email stating that my order didn't go through due to my Macy's American Express card being rejected. Although it is an American Express card, it was issued by Macy's. I suspect there was an issue with the CVV number. I entered the number on the back of the card, but the system indicated it was too short. I then added a zero in front of the three digits, and the order was successful. There is another four-digit number on the front of the card that might be needed for processing the order. If contacted, I can provide that number. After being advised to resubmit the order, the system is not recognizing my new customer status or accepting my promo code ASOSNEW15. I would appreciate assistance in ensuring the order goes through with the 15% new customer discount applied.

I have been attempting to locate 2 of my orders for a few days now. I communicated with Benjamin and Donika regarding this matter. Despite providing a tracking number, UPS claims it is invalid. Although I was informed that UPS tried to reach out to me, I have not received any communication. I made numerous attempts on their website and used the chat feature. I asked for assistance to contact the shipper but was denied. Requests to speak with a supervisor or organize a conference call between your office, the shipper, and myself were also denied. As an attorney with almost 50 years of experience, I have high expectations for customer service. Feeling frustrated and upset, I expressed my concerns to Donika. I believe it would be beneficial for you to review our chat conversations. Both your team and UPS failed to address my concerns adequately. I have also reached out to UPS regarding this issue. I recommend considering a more supportive approach to assisting customers beyond directing them to UPS. Thank you for listening to my feedback. Andrew E. Busch [redacted] Pinecrest Ave. SE East Grand Rapids Michigan [redacted] Email: [redacted]

I paid for next day delivery and was informed that my parcel would arrive between 11-1, but it did not come in that timeframe. Due to a prior commitment, I had to leave at 2:30 and could not wait any longer. I did not provide a safe place or a neighbor's address for the delivery, assuming they would attempt delivery another day. However, Hermes left the package outside my flat, which is easily accessible, and unfortunately, it was stolen while I was away. Despite their claim of leaving it in a "safe place" with a photo as proof, it was not secure. I am requesting a refund for the next day delivery. I urgently need the parcel by the 11th, but I am now back at work and unable to be home for delivery. My available times to receive the parcel are between 1-2 pm or after 6 pm on Monday to Wednesday. Your assistance in resolving this disappointing situation would be greatly appreciated.

I attached the return label to the package and took it to the closest shipping center for return. However, the package was sent back to the original address instead of being processed. I am currently on vacation out of state and unsure of the next steps to resolve this issue. I am concerned about being charged for the items. Your assistance in guiding me through the return process would be greatly appreciated to ensure a successful return. Thank you.

I placed an order on August 26 with order number [redacted]16. Unfortunately, the package encountered difficulties with customs and was returned on September 10. I was informed that it might take up to 30 days to be resent, but I have not received any updates via email regarding the status of my order or the expected delivery date. I am seeking more information on when I can expect the package to arrive, and I would also like to know if there is a possibility to cancel the order.

I placed an order on Monday, October 7th, with premium next-day delivery. Unfortunately, I only received three out of the items I ordered, even though the package arrived intact. I reached out to customer care via email and Facebook chat to inquire about the missing items. After being assured the issue would be resolved, I was surprised to receive an email stating I would be fully refunded instead of receiving the rest of my order. I called customer care, but they were unable to assist further and apologized for the situation. They provided me with an email address to file a formal complaint and suggested reordering the items. I am disappointed that I paid for expedited delivery without receiving all my items and that the resolution offered did not align with my initial request.

Order number [redacted]45 I placed an order for a pair of shoes on 6/11/19 with an expected delivery date of 9/11/19. However, on 13/11/19, I received an email stating that my shoes were returned for a refund, even though I did not receive them nor initiate a return. I replied immediately, explaining that I didn't want a refund as my bank account linked to my ASOS account is now closed. Unfortunately, I have not received any further communication since then. I am disappointed with the lack of support and customer service I have encountered. I have made multiple unsuccessful attempts to use the ASOS chat feature for assistance. This has caused me significant inconvenience. I urgently need a resolution to this issue. The shoes were intended for an event on 30/11/19. I request that they be sent to me via next day delivery at no extra cost, given the trouble I've faced over the past two weeks. This matter needs immediate attention as continued inaction could be considered theft since payment was made but no goods were received. I am eager for a prompt solution. Sincerely, Tejal Patel

On November 18th, I placed an order using a 25% discount code, only to receive an email later stating that my items had been returned, despite not having received them. I tried contacting Asos through messenger initially but received no reply, so I sent an email and after 23 hours I finally got a response instructing me to reorder. Unfortunately, I lost out on the discount. The email blamed yodel for returning the item. When I inquired about the discount, I was told my query was being forwarded to another team. I then spoke to a live chat representative who mentioned a technical glitch on Asos' side. Even though I was informed I would receive another discount, I have now been asked to contact unidays, which seems unrelated to the issue at hand and frustratingly delays resolution.

We placed an order with order number [redacted]24 during the Black Friday sale. However, we received an email the next day stating there was an issue with our order. Our credit card has been used successfully for other recent purchases, so we are unsure why this order did not go through. We are seeking clarification on why the order failed and would like assurance that the Black Friday discount will still apply to our items. Thank you for your assistance.

I created an ASOS account and bought a Nike hoodie for £34. However, I mistakenly used the wrong email address. I meant to use [redacted] but I can't recall what I actually inputted. I realized my mistake when I successfully created a new account with my intended email. Although I provided my phone number during the order, I am now unable to access my account as I can't remember the email I used.

Hello, have you received my email? If not, here's another one. I received my black faux fur coat last week. I've worn it once, but unfortunately, it was very uncomfortable. I am a size 10 but ordered a size 12 for extra room. However, it doesn't fit well; it pulls on the shoulders, the arms are too short, and the lapels need constant adjusting as they move around, looking scruffy. Just trying it on at home wasn't enough to highlight these issues. I would appreciate a refund because I have ordered another one from your store. Unfortunately, I don't have the packaging anymore. Sorry for the inconvenience. Regards, Christina D. G.

I am feeling frustrated that I haven't been able to reach anyone for help regarding a recent purchase. I bought 2 coats for my God daughter in New York, and due to a simple number mix-up, the package was incorrectly sent to Jamaica, New York instead of Brooklyn. I wish there was a customer service phone number to fix this issue promptly. The coats have been sent back to Atlanta, causing a significant delay. I feel undervalued as a customer, especially considering the urgency of the situation. If this problem isn't resolved soon, I will take my future business elsewhere. I can be reached at [redacted] for a quick resolution over the phone. It's crucial for businesses to prioritize customer retention, and I hope this matter can be quickly resolved.

I recently returned an order to ASOS using the toyou service at ASDA. I generated my QR code through my ASOS account, and sent my parcels back. However, I have not yet received a confirmation email indicating that the return has been processed. When I tried to track the return using the provided number, it doesn't show as sent. I have a proof of return receipt (ASOP[redacted]49) for this transaction, but I am concerned about receiving my refund. Thank you.

I attempted to correct the size of my order within an hour of placing it. I waited in the chat queue multiple times without success. Throughout the day, I tried several more times but still did not get any help. Later in the evening, I managed to get through on chat, but unfortunately, I did not receive any assistance. It seems highly unlikely that the item had already shipped within an hour of my initial request, and now I am unable to track the item. This has been the most disappointing customer service experience I have ever had. It is unfortunate because I have decided that I will not be shopping here again.

I was disappointed with my recent chat experience. I attempted to change the size of my order before it was shipped and tried to cancel it within an hour of placing it as per the instructions, but was informed by the representative that I would have to return it once it was shipped. The chat agent seemed unhelpful. Overall, my experience with the system was frustrating and ineffective. I plan to caution my family and friends to avoid this online store and seek alternatives.

I recently ordered shoes for my boyfriend's birthday. I got him a size 9 1/2, but when they arrived with express shipping, they were way too big. The box said 8 1/2. It was a huge letdown when he opened them on his birthday. I really need to exchange them or get the correct size sent as soon as possible.

Good evening, I am writing to formally raise a complaint regarding my recent order experience. Upon placing my order last Thursday morning for next-day delivery, the delivery of my items was significantly delayed due to issues with the delivery contact being unable to reach the address promptly. Despite my specific instructions not to deliver over the weekend, the delivery contractor notified me of a Saturday delivery attempt. Unfortunately, attempts to communicate with them were unsuccessful as contact information was insufficient. When the delivery was rescheduled for Monday, only one out of six items arrived with the delivery person, who was not the assigned driver. Despite my efforts to resolve the issue on the spot, the rest of my items were missing. Following multiple failed attempts to clarify and resolve the situation through live chat and social media, I am frustrated by the lack of timely and adequate customer service, especially considering I paid for next-day delivery. Given the urgency of the situation and the discounts I received during Black Friday, I am seeking a re-delivery of my complete order by Friday, as well as appropriate compensation for the inconvenience caused. I kindly request a prompt response to address these matters. Thank you.

Hello, I am frustrated as my order was supposed to arrive yesterday, but it has not shown up today. This is 4 days after I placed the order, despite having unlimited next day delivery. I am disappointed with the lack of response from your customer service team. It has been nearly 24 hours, and I am no longer at the delivery location. I am seeking guidance on how to resolve this issue. My order number is [redacted]20.

Hello, I reached out to ASOS through their website's email service to report a missing item, the "ASOS DESIGN loafers in black faux leather with tassel detail." I ordered and paid for four items but only received three so far, with the loafers being the missing piece. It was crucial for me to get the shoes quickly as they were intended to be a birthday gift for my boyfriend. A friend is departing New York soon and needed to take all the items with them, hence why I had them express shipped. Despite having the tracking number, I didn't receive any notifications about the items being shipped separately or any updates after the dispatch date. As of December 7th, I haven't even received a confirmation of delivery. I made a complaint through the customer care section of the website, requesting a replacement and stressing the urgency of needing the shoes by December 7th without incurring additional express shipping fees if necessary. Unfortunately, I haven't received a response yet. I still wish to receive the loafers, ideally in US size 13, but if unavailable, a refund is acceptable. Please assist me.