Asos Customer Service Issues

I recently purchased a pair of Converse One Star black suede sneakers [Product Number 158369C] from your website, thinking they were Women's sizing but realizing they are unisex. The website lacks information suggesting women should size down two sizes for men's shoes. Additionally, I ordered from the Canadian website and was charged $44 upon delivery without receiving a receipt. Since the shoes are men's sizing and the size conversion was not clear during selection, I require assistance with resolving this issue. I believe I should not be responsible for return shipping costs. Moreover, I am puzzled by the absence of a direct customer support phone line for assistance.

I received clothing with sensors attached, which I urgently needed for surgery during the pandemic in NY. Despite providing photos and reaching out on Twitter, it has been over 3 weeks without a resolution. The customer service has been terrible; they were quick to take my money but have not taken responsibility or provided a solution. Instead, I have been stuck dealing with generic email responses and being told my Twitter handle is incorrect. This experience has caused immense disappointment and stress as I couldn't wear the items I purchased and couldn't shop elsewhere due to stay-at-home orders. I insist on a full refund immediately and will not be making any future purchases from them.

Dear Sir/Madam, OneZhop, a fashion reselling company established in [redacted] with a strong presence in Hong Kong and Macau, is interested in a business partnership with ASOS. We recognize ASOS's expertise in online fashion trading and aim to collaborate in the resale fashion sector to benefit both entities. With a solid foothold in the Asia-Pacific, particularly in Hong Kong, we believe a partnership with ASOS could facilitate expansion into these markets. This collaboration offers advantages such as increased product sales, customer base growth, cost reduction, and expedited resale processes encompassing product authentication, assessment, and logistics. For further details on this proposed partnership, please reach out to us. We are eager to establish a mutually beneficial and enduring business relationship. Best Regards, Annie Cheung OneZhop Website: www.onezhop.com Email: [redacted] Phone: +[redacted]-[redacted]

I have submitted six return requests for different orders back in May, but the designated courier, ARAMEX, did not collect them. Even though ARAMEX mentioned that the requests have expired and are no longer in their system, they refuse to take responsibility for refreshing them. They suggested contacting the website, ASOS, for help. I have tried reaching out to ASOS via email and Messenger, but my messages are ignored or receive unhelpful responses. Recently, when ASOS finally contacted me, they claimed I missed the return timeframe and should have contacted them earlier to rearrange with the courier. When I asked for an official policy update, they initially said it might change, but then stated that it was fixed. I am unsure how to proceed as I don't want to give up on my rights in this situation.

On Friday, July 31st, I placed an order for 5 items at ASOS with the order number #[redacted]71. The delivery, made by FedEx on Monday evening, August 3rd at 5:39 pm CST, contained a mix-up. The package did not include any list of items, and it was visibly opened and resealed. None of my ordered items were inside. After contacting ASOS, they requested me to return the package for a refund. However, I would like my original order, not a refund. I expect ASOS to ship me the correct items from order #[redacted]71. Despite their prompt email responses within 24 hours, the lack of resolution and delay in communication from a supervisor or manager is disappointing and reflects poor customer service.

I am requesting that an item sold by ASOS be removed from sales. The item in question is described disrespectfully as the 'Milk It Vintage camo utility vest', when its true identity is the 'Combat Body Armour CBA Flak Vest' utilized by military personnel. This vest is a crucial piece of equipment worn to safeguard against ballistic threats. I find it appalling that ASOS is selling it for fashion purposes, as it is a serious piece of protective gear. The lack of respect shown towards its purpose is disappointing. ASOS should reconsider selling this item.

I received an email from ASOS on 08/04/[redacted] informing me that my refund was processed for a return I made using an e-gift card voucher. After not receiving the refund, I contacted customer service via email on 08/12/[redacted]. They requested my order number and the items I returned, to which I promptly responded. However, I noticed that an item, a pair of sneakers, was missing from the refund list. After reaching out again on 08/13/[redacted], ASOS acknowledged the error and assured me they would rectify it. Despite some delays and frustration with the response time, I escalated the issue on Twitter and was promised a prompt resolution. Subsequently, the missing item refund was processed, but the remaining funds did not appear in my account. The customer service team explained that they had initiated the refund, yet I was unable to see it. Despite sharing screenshots to prove the discrepancy, as of 08/21/[redacted], the issue remains unresolved. Multiple chats with customer support representatives did not provide a definitive resolution, and the situation has been ongoing since 08/16/[redacted]. I have attempted to seek assistance via Twitter since the chat function is often unavailable, but the funds, amounting to $[redacted].70, are still not reflected in my account as promised.

Hello, I am reaching out regarding the non-receipt of my order [redacted]45. It shows as delivered since 19/08, but I assure you I have not received anything and have done all the checks ASOS customer service asked me to do. I sent emails on Friday 21/08 and Wednesday 26/08 to their so-called investigation service in England, and got a response on 26/08 where I realized it's actually a dispute service for aviation matters. These are the contacts provided by customer service, which is unacceptable. They also gave me an English phone number, stating some representatives speak English, which is another lie. The refund service told me to contact my bank for a refund, but according to Article [redacted]-15 of consumer law, this is not the correct process. The seller is responsible for ensuring delivery and the customer's receipt of the package. In case of non-receipt by the specified date, the customer can request contract resolution and the seller must refund. I keep calling ASOS customer service, asking for correct information, a valid contact service, or to speak to a manager, but they claim they can't help and rudely hang up on me. I expect a prompt response from them, full refund for the undelivered order, and an apology. Treating customers like this is unacceptable. Sincerely, Mme Florence Laubignat

DPD attempted to deliver my item for the past 6 days but keeps stating they can't locate my address. Despite no attempts to contact me for directions, the issue repeats daily. I've reached out to ASOS through various channels with no assistance. Each time I inquire about my order, a different person responds and requests my details anew. I regularly receive parcels from ASOS, so the recurring issue is puzzling. If ASOS communicated with DPD, the problem could likely be resolved, but this solution doesn't appear to be pursued.

I ordered a Polaroid camera in November [redacted]. After learning that the original order was damaged, I was told I would receive a new item, but almost a year has passed since then. In my latest communication with the company, Dennis informed me that the camera was delivered by DPD on July 15, [redacted], and received by WMIH. Despite my delivery address in Israel, the package was sent to a company in the U.K. called WMIH, which I had to research to understand. This entire situation has been disappointing, especially considering it was my first order with your company based on recommendations from friends. This has truly been one of the most unsatisfactory customer service experiences I have ever encountered.

Hello, My name is Romeu Santos Ribeiro, and I am from Portugal. The email associated with my ASOS account is [redacted], and my cellphone number is +[redacted] [redacted] [redacted] [redacted]. I am disappointed to have to make a complaint about your service after being a loyal customer for a long time. ASOS is the only online brand I trust and recommend to my friends and family. I recently placed order number [redacted]05 through the app but was unhappy with the Oversized Utility Trench Coat (product code [redacted]) and decided to return it. However, I encountered difficulties with the new return process involving a barcode instead of a paper label. Despite following the instructions and attaching the barcode provided, I was unable to return the item at multiple drop-off locations in Seia, Portugal, due to not having the address label. After a frustrating exchange with a support representative, I was only provided with the same barcode I already had. I reached out through messenger multiple times but have not received any responses. Even in Lisbon, the capital of Portugal, I faced the same issues with returning the item without the address. I eventually used a previous return address I had to successfully send back the coat, incurring a 5.90€ shipping fee. I have attached evidence of the return and payment for shipping. I expect a refund for the coat and shipping costs as I was under the impression returns were free according to your website. I urge ASOS to improve communication with its partners to avoid such confusion in the future. Why is the barcode-only return method causing so many issues? Please address this matter promptly. I look forward to your response and hope for a resolution. Romeu Ribeiro

I am looking to return an order that includes two pairs of pants and two shirts. Unfortunately, I have found the return process from your company to be quite challenging. The call center employees were helpful, but I am struggling with the return without an order return slip. The package did not include an invoice, and I have not received an email confirmation. Could you please assist with this matter? Additionally, I have another order to return, two black coats. While I received the large puffer coat today, the mid-length tie felt coat in black and the other black coat are yet to be returned. I appreciate your help in making the returns smoother in the future. Thank you. It would be helpful if you could provide a direct line of contact for further assistance.

I recently received a parcel from your company, but it contained the wrong item. This is very frustrating, especially as I am dealing with a painful left knee and will undergo knee replacement surgery in January. I ordered online to avoid walking around shops due to my knee. Now, I have to return the item to the store, which defeats the purpose of online shopping. I hope the correct item is sent promptly and the return process is clear. This situation has made me quite worried. I kindly request assurance that this will be resolved within 7 days and I would appreciate receiving the correct item tomorrow.

I have been attempting to obtain a new QR code for a refunded item, but I am having trouble receiving emails on my mobile. I have an alternative email address at [redacted] I have been informed that the QR code was sent, but I have not received any emails. This situation is preventing me from returning the item, a blue hoodie in a larger size, not the boxers. My order number is [redacted]50. I have been repeatedly sending emails without any response. Can this issue be addressed promptly? Thank you, Susan C.

Hello, I wanted to share that I received an empty package recently. I had ordered the brown leather Ralph Lauren wallet, but unfortunately only the box arrived without the wallet. After contacting customer support, I was assured by a lady that a replacement would be sent out for next day delivery. However, I haven't received any email confirming this shipment. I kindly request verification that the wallet is indeed on its way. The order number for reference is [redacted]87. Thank you for your assistance. Casey.

Good evening, I would like to report two issues with my recent order. Firstly, my shipment, which was due to arrive on December 17, has not reached me as of December 23. Secondly, I was charged £27 in taxes unexpectedly. Had this been communicated beforehand, I would have reconsidered purchasing from your site. Many of my friends have ordered from you without facing similar tax charges. I kindly request clarification on these matters. Thank you.

I've been attempting to make a payment through Klarna, but I keep receiving multiple email requests to authorize payments, which I am hesitant to do due to data security concerns regarding Klarna. I canceled the pending payment and requested an extension because my payment was delayed (originally expecting a three-month payment window, but only given one month). When I tried to extend the payment period and contacted the support chat, I was told that I had already requested an extension when I had not. After resolving the dispute and waiting a few days (due to having had Covid), I tried to pay through Klarna again by authorizing the payment last Friday, but my account still shows the status as pending payment. This is now the third time the payment has not processed. Despite contacting Klarna's customer service, they directed me to reach out to you. I have waited over 30 minutes for your customer service with no response; sadly, I couldn't find a telephone contact number for assistance. Meanwhile, I am still receiving notifications to pay. Urgent assistance is requested. Thank you, Charon.

I made a purchase on January 7th with an estimated delivery date between January 12 and January 13. Despite receiving an email to rate my shopping experience, my item has not arrived yet. Tracking information shows different delivery dates; one stating the 13th and the other, the 12th on the ASOS website. Clicking on the tracking number leads to a page indicating that the item is still being made in the factory. I am confused due to the discrepancies in the tracking details and lack of helpful information. I am requesting a refund for the item as it has not been delivered. Thank you.

Hello, I recently made a purchase at your store with order number № [redacted]59. I noticed that the number of sneakers ordered was incorrect, so I promptly canceled the order within the permitted time frame of 15 minutes. I then placed a new order with number № [redacted]19. However, my personal account shows that the order was canceled, while customer support in Russia insists that both orders are valid and the initial order cannot be canceled. This discrepancy is concerning to me as it may result in additional taxes due to receiving two separate parcels. I am seeking clarification on how this situation will be resolved and who will be responsible for any incurred taxes. I kindly request the cancellation of order # [redacted]59 and a refund of my money to avoid any further complications. Thank you.

Yesterday, I spoke with a representative from ASOS regarding a missing order. The chat ended abruptly, and despite having the chat transcript, I haven't received any follow-up email. The items were marked as delivered by FedEx at my doorstep but were not there according to my roommate's Amazon delivery photo later that day. I've checked with neighbors and the post office, and no one has seen the package. I've updated my delivery address on ASOS and would like the order to be re-sent. If the package reappears, I will inform ASOS, but for now, it seems to have been delivered to the wrong address or possibly stolen. I've taken measures to secure future deliveries. Kindly provide guidance on the next steps via email or chat. Thank you, Mat.