Asos Customer Service Issues

Hello ASOS Customer Service, I am inquiring about the delivery status of my parcel ASO2500GB[redacted]1. TrakPak's tracking site shows that the parcel departed for ASOS on January 21, [redacted] and has been in transit for 12 days now. I am concerned because I need the leather boots for my trip to Japan on February 9, [redacted], and I am hoping they will arrive by the estimated delivery date of February 7, [redacted]. My previous order with ASOS was promptly delivered by DHL within 3 business days, which is why I recommended your service to friends. I have noticed other customers experiencing delays with TrakPak, and I hope my item will arrive on time. Thank you for your attention to this matter.

Hello, I recently received the "WALK London Alfie toe cap shoes" that I purchased and had them delivered on November 30th. I only started wearing them to work in mid-December as I was on leave before that. About three weeks ago, the heel of one shoe started to detach from the shoe, and shortly after, the entire heel cap came off, leaving me with just the shoe and some nails at the bottom, making it uncomfortable to walk. A few days later, the heel cap on the other shoe also fell off. Despite my job being not physically demanding and involving minimal walking since I drive to work, I encountered this issue. I hope to receive some form of compensation for this design flaw, as I am now considering buying another pair from your website.

Good afternoon, I wanted to bring to your attention discrepancies regarding the estimated delivery dates of two of my recent orders. According to the ASOS website, the estimated delivery dates for Order #[redacted]22 and Order #[redacted]85 are February 6, [redacted], and February 7, [redacted], respectively. However, upon tracking my package, I noticed that the estimated delivery dates are February 11 and February 13, which is concerning as I needed these items this week. If I had known about these dates, I would have opted for expedited shipping. I am hoping there is a way to expedite the shipments due to the inaccurate shipping dates on the website. Thank you for your attention to this matter.

Hi, this is my first order with ASOS. I purchased jeans in size 30 inch long, but they measure less than 26 inches and don't fit as expected. The product description on the website did not mention any unusual sizing. I contacted customer support and they have asked me to return the pants for a refund. My order number is [redacted]92. I would prefer to receive the correct size rather than a refund. If they cover the return shipping cost, I can send the pants back to them. Thank you.

Good evening. I'm reaching out because last week I received the wrong dress. I had ordered the one shown in the photo, but instead, I got a completely different one. I tried it on and loved it, so I've decided to keep it. However, today I saw the dress I received in the suggestions, it's the Midi Tube Dress with a high neck and bareback from ASOS DESIGN, priced at 17.99€ compared to the 32.99€ I paid for the one I originally wanted. I'm contacting you to request a refund for the price difference between the two dresses. I look forward to your response.

I have made a purchase from ASOS (order No.: [redacted]18). Upon receiving my order, I discovered that one of the items sent by ASOS is incorrect. Specifically, the Ben Sherman manicure set received does not match the one that I had ordered from their website. The set I received is the Ben Sherman travel manicure kit, which has fewer items and comes in a fake leather case, unlike the one displayed on the website with a presentation case. The product code on the package does not match the one I ordered. I understand that ASOS aims to resolve such issues promptly, but in this case, it seems there is a mismatch in the product received compared to what was ordered. I want to receive the correct product as per my order No.: [redacted]18. I hope for a swift resolution to this matter.

Hello, I reached out to Instagram, Facebook, your live chat, and email over the weekend regarding my issue but have yet to receive a response. I created an account and placed an order for trainers for my son with next day delivery on Friday the 7th because his were stolen and he wasn't home. Unfortunately, he still hasn't received the trainers, and I've already made the initial payment without any explanation. Despite being told I would receive a reply within an hour, I have been left waiting all weekend. Additionally, why has my account been locked? I am quite upset with this level of service and doubt I will be making any future purchases from your company.

Good afternoon, I am Luis V. I noticed a charge of $[redacted].99 from your company on my credit card statement under transaction BOS711366. I did not make this purchase as I do not have an account with your company. I have reported this to my bank's fraud department and informed the Puerto Rico police. I kindly request a refund for this unauthorized charge. Thank you.

Hello, I recently made a purchase from ASOS with an expected delivery date of February 11, [redacted]. Unfortunately, I have not yet received my order. This was a gift for a loved one for Valentine's Day, and I am quite concerned about the delay. I have already paid all fees, including customs charges. Upon contacting ASOS, I was informed that my package is being held by customs. However, I was not given any explanation as to why this is the case. I am very disappointed with ASOS and their customer service. Order Number: [redacted]50.

Hello, I am requesting the possibility of posting the new exchange items today for a next day delivery as I will be on holiday tomorrow afternoon. I am willing to cover the extra postage costs. Thank you. Regards, CT --- Original Message --- From: [redacted] Sent: 25 February [redacted] 13:13 To: Colin Toomer <[redacted]> Subject: Acknowledgement of Return Dear Colin, We have received your returned item(s), thank you! Refunds will be processed back to your original payment method within 10 working days if returned within 28 days. If returned between 29 and 45 days, an ASOS gift voucher will be issued. Kindly refer to your account for voucher details. For more details on returns, please review our policy or contact Customer Care with any inquiries. Your replaced items: Original Items: 1. Tommy Hilfiger Big & Tall contrast collar regular fit pique polo in navy - Sky captain / 3XL 2. BOSS Athleisure B-Paddy polo in navy marl - Navy / 3XL 3. Topman suede Chelsea boot in black - Black / UK 10 Replacements: 1. Tommy Hilfiger Big & Tall contrast collar regular fit pique polo in navy - Sky captain / 2XL 2. BOSS Athleisure B-Paddy polo in navy marl - Navy / 2XL 3. Topman suede Chelsea boot in black - Black / UK 11 Total refund amount: 0.00 GBP Original Order Details: - Order Number: [redacted] - Order Date: 12/02/[redacted] 18:39:17 - Subtotal: [redacted].50 GBP - Delivery: 0.00 GBP - Discount: 27.20 GBP - Sales Tax: 0.00 GBP - Vouchers: 0 GBP - Total: [redacted].30 GBP Note: Adjustments will be made to reflect any applied discounts on the original order. If you used a gift voucher for payment, the excess amount will be credited to your Asos.com account post refund. For further assistance, visit our Help center. Please refrain from replying to this email as this inbox is not monitored. Thank you.

Subject: Quality Concern with Recent ASOS Purchase I recently bought a pair of jeans from ASOS, specifically the ASOS DESIGN Farleigh high waisted slim mom jeans in pretty bright mid wash with raw hem. The order was shipped on December 1, [redacted], and I received it as a Christmas gift. After wearing the jeans only three times over a span of 2 months, I experienced a significant issue. While out in public, the jeans ripped in the bum area while I was sitting down, causing considerable embarrassment. Attached are images displaying the rip. Considering the limited wear and tear on the jeans, I am disappointed by this incident. I kindly request a replacement pair of jeans from ASOS. I am willing to provide the photos as evidence or return the ripped pair if necessary. Thank You, Charlotte ORDER NO:[redacted]55 SHIPPED DATE:01 Dec, [redacted]

Hello, About a year ago, I ordered clothes from your website. Since they were too small, I returned them. However, I kept receiving reminders that I hadn't paid for the clothes even though I had sent them back. It seems they didn't arrive due to delivery issues, I don't know. After around [redacted],[redacted] calls with Klarna, ASOS, etc., I was told that this case is closed and I don't have to pay for the clothes. Now, after a year, I received an email from Klarna complaining that I haven't paid for them. I need a written confirmation from you that I returned the items, as I can't understand why I should pay for something I don't even have. Have a nice day.

I placed an order for these items on Sunday, March 8, [redacted]. Upon receiving the order confirmation on Monday, March 9, [redacted], I was informed that the expected delivery time would be 2-10 business days, estimating arrival around Thursday, March 26, [redacted]. However, it has been more than 10 business days and we are now in a new month. I would appreciate some communication regarding any delays due to the current CO-VID 19 situation, as other stores have proactively reached out to me about potential delays. I am getting frustrated not knowing when to expect my packages. My order number is [redacted]. Please reach out to me at the earliest opportunity via email at [redacted].

I have tried to contact ASOS three times now, but have not received a response. Two items are missing from my order, the ASOS DESIGN plisse culotte pants in neon pop ditsy print and the ASOS DESIGN plisse culotte trousers. It seems like these items may have been stolen from the package as I noticed the bag had been re-taped and folded to cover the barcode. One of the bags inside was open and crinkled, not neatly folded like the others. Upon closer inspection, I found discrepancies in the package's weight, which is making me consider filing a claim with UPS. However, I can't proceed without ASOS's assistance and they do not provide a public contact number. I just want a refund and hope to hear back from them soon.

Order Number: [redacted]45 I am experiencing an issue with my recent order. The package was scheduled for express shipping, but after a week, it is still located in Atlanta based on the tracking number 1ZWV[redacted][redacted]. Upon checking the UPS system, it indicates that the shipment was actually sent via ground, contrary to what was originally arranged for express shipping. I am worried that there may have been a mistake in the shipping process which could have led to my package being lost. I have attempted to contact ASOS through various channels but have not received any response or acknowledgment yet.

Subject: Missing Entire Parcel - Order #[redacted]13 Good evening, I placed an order on your website on April 9, [redacted], which included two items: COLLUSION Unisex T-shirt in Purple, size M for €6.99, and Dickies Long-Sleeve T-shirt with Pocket in Orange, size M for €24.99. I was debited the following day from my bank account. My order number is [redacted]13. The issue is that when I track my order, it redirects me to La Poste tracking information, which shows that the parcel was delivered since March 24, [redacted]. However, I placed my order on April 9th. Upon visiting my post office for clarification, I discovered that the tracking number assigned to me belongs to a Lucie PASQUEREAU from Bretignolles Sur Mer. Where is my parcel? What is my correct tracking number? I have detailed tracking information from La Poste which I will provide as an attachment. I would appreciate your prompt response. Sincerely, Léa COATIS

I have tried to reach out via email and Facebook messenger multiple times, but have not received any responses. On April 20th, I returned a package containing £50 worth of clothing to be collected. The tracking information shows it was picked up from the Leeds depot on April 22nd, but it has not reached you yet. I urgently need a refund as I want to pay off the rest of my Klarna balance. I am aware of the current delays but waiting almost two weeks for a return to be processed is unreasonable. The lack of response in the last three days is unacceptable given that I made a £[redacted] order. My order number is [redacted]84 and the tracking number is 86c[redacted]81a.

Hello, I have been attempting to reach customer service via messenger, but without any response. I am hopeful this is the correct email address. I have returned multiple items but have not received the correct refund, as Clearpay continues to deduct payments. In regards to Order no.: [redacted]67, containing 4 items (2 shirts and loafers), I was only refunded for 1 shirt and the loafers. Additionally, the Y.A.S floral wrap mini dress from Order no.: [redacted]49, priced at £19.50, was not refunded either. This recurring issue is frustrating as Clearpay still charges me, hindering my ability to purchase other items. Similar situations have happened before, where I had to contact Asos for proper refunds. I am eager for a resolution and assistance from you. Thank you for your attention, Anca Matei

Hello, I attempted to reach customer service through messenger, but have not received a response. I am hoping this email address is the correct channel to address my issue. I have returned multiple items, but the refunds have not been accurate. Clearpay continues to collect payments. In particular, with Order no.: [redacted]67 and Tracking no.: XF[redacted]64GB, I returned 4 items (2 shirts and loafers), but only received a refund for one shirt and the loafers. Additionally, I returned the Y.A.S floral wrap mini dress (£19.50) from Order no.: [redacted]49 and Tracking no.: XF[redacted]96GB, but did not get a refund for that either. This situation is frustrating as I am still being charged by Clearpay, preventing me from purchasing other items. Similar incidents have happened before, requiring me to contact Asos directly to resolve the refund discrepancies. I am hopeful for a prompt response and resolution from your end. Thank you and best regards, Anca Matei

Hello, I recently returned an order that included five undamaged clothing items. Unfortunately, I only received a refund for four of the items. The fifth item, a purple "ASOS DESIGN Petite tracksuit hoodie/jogger in acid wash" in US size 4, worth $60, was not refunded, even though I returned it untouched with the others. I have tried contacting you via email multiple times, but have not received a response. I request a refund for the missing item. My order number is [redacted]44, and the return number is 27QWZB33ASCFJE. The return was initiated on June 2, [redacted], and delivered on June 5, [redacted]. I kindly ask for a prompt review of my return and a refund for the item in question. Losing $60 is significant for me at this time. Please reach out to me at your earliest convenience as calling is preferable due to difficulty in contacting your customer service. Thank you for your understanding and quick attention to this matter. Best, I.