Asos Customer Service Issues

Hello, I contacted your company through the ASOS website about a missing item which is the "ASOS DESIGN loafers in black faux leather with tassel detail." Although I received 3 out of the 4 items I ordered and paid for on Black Friday, the missing shoes were crucial as they were intended as a birthday gift for my boyfriend. I urgently needed them because a friend was leaving New York soon and would bring over all the items. The order was placed on November 29, [redacted], and by December 3, only 3 items had arrived without any prior notice. There were no updates or notifications about separate shipments despite having a tracking number. The express shipping cost me $7.99. At this point, I've already reached out to customer service requesting a replacement without incurring additional express shipping charges. However, if the size I need (US 13) is unavailable, I would appreciate a refund. Thank you for your attention, I am hopeful for a resolution.

My daughter purchased a male coat that was shipped on November 11th and she has yet to receive it. It was meant to be a birthday present, but the occasion has already passed. The long wait for the order to be delivered is unacceptable, especially as she receives vague responses when she inquires about the status. Her order number is [redacted]24. She will be traveling abroad in January and will no longer need the coat. Given her regular purchases on your site, some form of compensation is warranted. Holding her payment for this extended period is also unsatisfactory. Can you send her a new coat with express shipping to ensure prompt delivery? It's crucial to retain her business, as well as that of her many friends who also order from your site. Failure to deliver promptly may lead to her canceling the order and taking her business elsewhere. Please prioritize this matter.

I placed an order for a shirt a week ago, but it was delivered to a non-existent post office. This is unacceptable. I am requesting either a refund or a replacement sent to the correct address directly. In the future, please ensure items are shipped to the customer's address rather than a non-existent post office. I suggest expanding delivery options. I reside in the US and ordered from ASOS US, so there should be no issues with shipping to my address. Your prompt attention to this matter is appreciated.

On November 29th, I placed an order with ASOS. After being notified of processing delays due to the high volume of orders during Black Friday, my initial delivery date of December 10th was pushed back to December 12th. However, upon reaching out to ASOS on the expected delivery date, I was informed that my order had been cancelled, despite the items still being in stock. ASOS suggested I reorder the items at full price, without the previous discount. I questioned ASOS about the cancellation without receiving a satisfactory explanation. It seems evident that they could fulfill my order easily since the items are available in their inventory.

I purchased a black velvet long-sleeve crop top on Cyber Monday. Unfortunately, the sizing was incorrect and it didn't fit. With a special event coming up tomorrow, I urgently ordered a replacement in a different size with overnight shipping. My package was erroneously delivered to the wrong location by FedEx. After tracking it down, I finally received it, just to discover they sent me the same wrong size. Despite speaking with Emma, I was informed I wouldn't get the correct size by tomorrow. I paid $17.99 for next-day shipping and even had to search around my neighborhood for the package.

I have purchased the black Clarks shoes for €96.99. I made the payment through PayPal, but the product is still in my cart, the order is not showing up in the "my orders" section, and I have not received any confirmation email. Please resolve this promptly.

I placed order [redacted]85 on October 21, [redacted], but I never got the item. I contacted Asos multiple times and this was their last response: "I’m reaching out to update you on your order [redacted]85. Our delivery partner DPD informed us that they haven't received any updates from their network in Israel. I've escalated the issue, and we expect a response within 24 to 72 hours. Please reach out if you need more information." Recently, an Israeli mobile company called me about a lost order under my name. I no longer want this order. It's been two months since I placed it, and this situation is unprofessional and disappointing. Can you please advise me on what to do?

I am following up on my order number [redacted]91. I have not received a response since your email on 12/13 promising to assist me promptly. The shoe I received was supposed to be for women but turned out to be a men's shoe, and it is too large. I am eager to exchange it for the correct size or request a refund. Since this was intended as a Christmas gift, time is of the essence. I appreciate your prompt attention to this matter.

I'm reaching out regarding a package I ordered with express delivery that has not arrived on time. I placed the order on December 9 with the expectation it would arrive by December 11. Despite tracking it, I found out through the Fastways website that it was delayed and would take an additional 1-2 working days. After contacting Asos and Fastways for assistance, they were unable to provide a solution until 4 days past the estimated delivery date. Fastways later informed me on Monday that the package was lost in transit but could not offer more details. The situation has caused me significant distress and inconvenience, and the lack of clarity and help from both Asos and Fastways has been disappointing. I would appreciate an update on this matter.

I ordered the ASOS DESIGN premium leather blazer in size 4 (Order: [redacted]), but received beige leather pants instead. The wrong item was in the premium leather blazer packaging. I re-ordered the blazer with overnight delivery yesterday, but the same mix-up occurred again. I am requesting a refund for the overnight delivery charge and need assistance returning both orders. Experiencing this issue twice has been very disappointing.

I purchased this outfit for my daughter's recent birthday, and we were disappointed when numerous beads fell off the skirt and jacket during her celebration. Unfortunately, most of the beads were lost in a busy restaurant. We managed to salvage some that fell off in the car and at home. We believe this should not have occurred with a £[redacted] outfit that was only worn once. I am seeking a full refund and plan to return the outfit, although I no longer have the original packaging. Please provide a return envelope with prepaid postage for me to send it back to you. You can reach me at the email address provided; I am eagerly anticipating your prompt response.

Hello! I really had my heart set on the tall cowl neck fringe midi dress in chartreuse for prom this year, but unfortunately, it's unavailable in size 2. I reviewed the ASOS website for restock details, but still uncertain if it will be available again. Should I start searching for an alternative dress, or is there hope for this one to be restocked?

I ordered with next day delivery on Tuesday, but my items arrived two days late, with a ripped bag and two missing valuable items. After speaking to customer service on Thursday, they promised to send the missing items for next-day delivery, but as of Saturday morning, I haven't received any updates or the items. Can you confirm if they have been sent out yet?

I received a defective item where the metal cylinders holding the laces popped out on the first day of use. After emailing, they agreed to send a replacement pair. However, they later asked me to confirm the item didn't arrive, despite me explaining it was faulty, not lost. Subsequent emails requesting to return the shoes for inspection before sending a new pair left me disappointed. I have pictures of the faulty item and believe I shouldn't have to go through the hassle of returning them when the issue is clear. Sadly, my problem hasn't been addressed, and I'm left with faulty shoes and no refund or replacement.

I have been trying to get in touch with ASOS regarding my issue but have received no response. Below is a copy of my previous email. I am requesting a refund or a reshipment of the boots as I have saved up for them for a long time. Reference number: [redacted][redacted] I got an email on 21/12/19 saying my ASOS package was delivered at 11:26am. Nobody was home at that time, and the email mentioned the package was left in the porch. However, our porch was locked, and when we returned, there was no parcel. The email included a picture of our house, but the package wasn't visible. Please resend the package at your earliest convenience. Best regards, L. Harrington

Hello, I recently purchased a men's bikini bottom as a gift and paid extra for 24-hour delivery to Noisy-le-Sec, France. However, I reside in Guadeloupe, where standard delivery is much more expensive. I planned for a friend to bring the item to me on December 29th, [redacted]. The order did not arrive on time, causing me great disappointment. I paid an additional 10 € for expedited delivery, and now I'm unsure how to retrieve my order. Can Asos assist me in resolving this issue promptly? I hope they can send the order to Guadeloupe for the delivery fee I already paid. I appreciate your attention to this matter and look forward to a swift resolution. Thank you.

Hello ASOS Customer Service, I am reaching out regarding my recent order that seems to be missing. I purchased a pink long coat using my Visa ending in [redacted] through Rakuten with the Black Friday discount. The item was a Winter Jacket in Size 4 with the Black Friday sale code: BIG30 from Missguided. I signed in with the email [redacted] and created an account on 12/31/19 to investigate the status of my order. I found the Asos website assistance unhelpful and frustrating. Could you kindly assist me in tracking down my order and provide an update on what might have transpired? Thank you for your help. Best, JW Moy

I want to inform you that I will never buy from ASOS again until they change their delivery company. They never deliver the purchases I make online to my home, even when I requested it beforehand. I don't know why. We were at home the whole time, and nobody called. This has happened twice now, and I blame the company DHL. I already filed a complaint about another delivery from them where I had to go to a pick-up point instead of receiving it at my home, causing inconvenience and disruption. I hope you can correct this massive mistake, as it reflects poorly on both ASOS and the delivery company they work with. Sincerely, A.O. Costi.

I am writing to express my dissatisfaction with the lack of transparency regarding your return policy. Recently, my son ordered a coat from your website, which arrived much later than expected. Unfortunately, upon receiving it, we were highly disappointed with both the quality and the size, as they did not meet our expectations. When attempting to return the coat at the post office, we were surprised to learn that there is a $25.00 return fee. The lack of information regarding this fee on the return documentation was unexpected. This was my son's first experience using your service, and the unclear return policy has left us feeling misled. It was shocking to realize that the cost of returning the item is nearly half of the price of the coat itself. This situation has caused us great disappointment and eroded our trust in your company. Our order number is #[redacted]29, and we are hopeful that your resolution team will address this issue promptly. Thank you for your attention to this matter. Sincerely, Galina

I am writing to address an ongoing issue with an order I made. I received the wrong item and wanted to return it. I spoke to a representative about updating my bank account information to receive the refund in my new account. Despite making the changes on my profile as advised, the money was never transferred. It has been two months, and each time I reach out, I speak to a different person who claims the refund was sent to my old account in November. I have already confirmed with the bank that the funds did not go into either my closed account or my current one during the specified period. I would appreciate it if I could be provided with a direct email or phone number to communicate with a designated individual or manager regarding this matter. The amount involved is significant, and if not resolved promptly, I may need to seek legal assistance. Thank you.