Asos Customer Service Issues

I want to apologize for reaching out through Google Translate, but I am disappointed with Asos Russia's customer support and need to share my experience. I placed an order on December 5th, expecting it to arrive by my birthday on December 22nd. Unfortunately, I received it on January 7-8. Living in southern Russia, the winter jacket I ordered was no longer needed. I returned part of the order on January 14th, which was held at customs until February 16 (tracking number [redacted]). After contacting Asos Russia, they assured me a refund within 28 days if the package didn't arrive on time. On February 17, I applied for a refund, and on the 22nd, Asos confirmed the refund. However, on the 23rd, I was informed that I wouldn't receive a refund and was blocked from the store. I'm confused and seeking clarification regarding my order details: Email: [redacted] Name: Alisker N. Order number: [redacted]74 Return tracking number: [redacted] Asos Russia support stopped responding on February 20 despite initiating the refund process. I have all the necessary records and am looking for assistance in resolving this matter.

We encountered frustrating inconsistencies with Asos customer service. Despite contacting them five times today for a small issue, we received conflicting answers from five representatives. Unfortunately, three of them abruptly ended the chat when we requested to speak with a supervisor. The lack of live agents for direct communication meant we had to endure lengthy chat sessions, each lasting at least an hour. The representatives’ tendency to blame "system issues" for disconnecting added to the frustration, with only one acknowledging the accidental disconnection. We are seeking the correct "New Customer" code or a credit for the discount, given the multiple incorrect codes provided by the representatives. The unprofessional behavior of four out of the five representatives, who resorted to hanging up on customers, reflects poorly on Asos' customer service standards and merits immediate attention and monitoring from the company.

I'm having difficulty returning some items because I can't log into my account despite trying all day. The order number is [redacted]89. I want to return the rust midi dress, Vero Moda dress, crinkle button dress, and New Look blue button dress, totaling £55.80 for 4 items. Could you provide me with a QR code to facilitate returning the parcel at my local Collect+ store? Thank you. Lucy

On Thursday 25th March, I was seeking a Fitbit Versa 3 and saw Asos offering it for £[redacted]. With the code NEWFITS, the price was supposed to reduce to £[redacted]. I tried using the code at checkout, but it indicated that the item was not eligible for the promotion. I have tried multiple times without success. Despite contacting customer service through live chat three times, I have not received any response regarding a new code or an explanation for the issue with the original code. During my last interaction, I was advised to expect a reply within 48-72 hours due to other similar cases. I am eager for a resolution as I still intend to buy the Fitbit Versa 3, preferably with the discount. I am growing concerned about the time this is taking and would appreciate some positive news soon.

I am struggling with getting assistance with my recent ASOS order for Adidas Sneakers. Despite not receiving an order confirmation, I was billed for the purchase and received the incorrect size. I have attempted to return/exchange the shoes without success due to a communication loop between customer service representatives. I am frustrated by the repetitive requests for information and hope for your intervention. Below are my details, excluding the missing order number: - Name: Sarah Upson - Email for purchase: [redacted] - Second Email: [redacted] - Billing/Shipping Address: [redacted] S. Palace Gardens Drive, Tucson, AZ, [redacted] - Credit Card Billing Date: 1/17/[redacted] - Billed Amount: $[redacted].52 - Product Number: [redacted] Additionally, I can provide a photo of the ASOS package with tracking information. Your help in resolving this issue would be greatly appreciated.

I returned my order on March 11th using Celeridad. After waiting for a week for them to pick up the package, I had to take it to a drop-off point myself. Today is March 29th, and according to the tracking history, my package is on its way back to the seller after spending days in the warehouse. It has been over 15 days since I returned it, and I have not received my refund. I am also having trouble contacting Asos as neither the chat nor email seem to work properly. I would like to speak to someone about this issue; otherwise, I will have to consider other options. Thank you.

Hello. I am beyond frustrated with my order experience. I placed the order on March 16th, it was shipped on the 21st, and was supposed to be delivered by the 25th. The "track order" button was not available for the first few days. When it finally appeared, there was no information when I clicked on it. I reached out multiple times before the 25th, on the 25th, and on the 26th, but received no helpful information from the staff. They kept changing the expected delivery date from the 26th, to the 29th, and then to the 30th. On the 30th, I was informed that my order was lost and was given the option of a refund or resending the order. I chose to have it resent. They assured me I would receive an email within 2 days regarding the availability of the items and any refunds. It's already April 1st, and I have not received any email or refund. I urgently request this matter to be resolved. This company is extremely unhelpful and has caused me significant distress. I spent a significant amount on this order, intended for my birthday, and it has ruined my birthday experience.

Hello, I am experiencing an issue with my order. I provided the correct address, but Correos de España did not have the flat number, preventing delivery to my sister-in-law when I was not home. Unfortunately, I cannot pick up the order or authorize someone as I am not in Canarias currently. Correos de España mentioned that Asos, the sender, needs to update the address for successful delivery. I also wish to file a complaint regarding the operators, Irina and Daiana. I felt their assistance was inadequate as they did not seem committed to helping me and left me waiting for 26 minutes in the chat without a response. I am hopeful Asos can rectify the situation by adding the flat number to the order for home delivery. The package is at the post office, and I am unable to collect it, so I appreciate your prompt action. Thank you for your help, Claudia

I ordered multiple items, but not all of them arrived. I have contacted customer support several times requesting a refund to my card. They assured me that I would receive an email notification with the refund amount within a few days. It has been 10 days, and I still haven't received the email! I tried reaching out to customer support again, but my account is now blocked! I want a full refund for the item. Order number: [redacted]99. Product SKU that did not arrive: [redacted]9.

Hello, I have subscribed to a next-day annual delivery service. I ordered an item scheduled to arrive on the 23rd of April. Unfortunately, I have not received it yet. When I track the package, it shows there was a problem and will move within the next 24 hours, but it has been like this for 5 days now. I am unable to contact customer service through the chat or Hermes to speak to an advisor. The Asos order number is [redacted]97, and the Hermes tracking number is [redacted][redacted]. This situation is extremely frustrating, especially the inability to speak to anyone about it. This is not the first time I have encountered issues with deliveries. Subscribing to next-day delivery loses its purpose when it never arrives on time. My parcel has been stuck for a week now. I would appreciate an update on the situation. Thank you. Roberta S.

I am experiencing difficulties initiating a return. When attempting to start a return process, I encounter a problem when selecting the return method. Despite selecting "DHL tracked returns with Croatian Post Office," a message in red font appears stating, "sorry this service is temporarily unavailable, please try again later." Despite multiple attempts on different days, the issue persists. I reached out to the central post office, who indicated that the problem lies with Asos. I also visited my local post office to try returning without the provided form, but they informed me that it was not an option. I kindly request assistance. My order number is [redacted]56, and I intend to return the ASOS [redacted] leggings with a back pocket in color Oxblood EU 40 due to sizing issues.

Dear ASOS, I received my order on March 16th and returned it on April 11th, within the 28-day return window according to your website. I contacted the delivery company after not receiving a refund within 21 days post return. The delivery company mentioned a delay due to Brexit and tracking information stopped after April 13th. I am disappointed as this was my first purchase from ASOS. I expect a full refund as I returned the item within the stipulated timeframe. It has been challenging to reach ASOS due to the lack of an official email address on the website, which may explain why my emails have not received a response. Thank you.

Dear ASOS Customer Service, I received my order on March 16th and returned it on April 11th, well within the 28-day return policy. However, I have not received my refund yet. I contacted the delivery company, and they mentioned a delay possibly due to Brexit after April 13th. This situation is concerning as it was my first order with ASOS, and I expect a full refund instead of a voucher since I followed the return policy. It has been challenging to reach out to ASOS without an official email address on the website. Thank you for your attention.

Hello ASOS Team, I am reaching out regarding an issue with an order I placed at the end of [redacted]. My name is Sirli Tiik, and I expected the delivery in December [redacted] before I traveled abroad for studies on December 15, [redacted]. Upon my return on May 5, [redacted], I discovered that the package was not received, despite emails confirming delivery to 6 The Hollies, Great North Road, Welwyn Garden City, Hertfordshire, AL8 7TA. My partner and neighbors did not receive it either, and tracking indicates delivery. Order No.: [redacted]94 Date: 29 Nov [redacted] Estimated Delivery: 09 Dec [redacted] Tracking: [redacted][redacted] Total: £[redacted].45 I kindly request urgent assistance in resolving this issue as the package did not reach the correct address. Please contact me by email [redacted] or phone +44 [redacted]. Thank you and I am eager to hear from you soon. Kind Regards, Sirli Tiik

Hello ASOS Team, I have encountered a significant issue with my order that I need assistance with. My name is Sirli Tiik, and I placed an order with ASOS towards the end of [redacted]. The delivery was scheduled for December [redacted]. I left for abroad on December 15, [redacted], for studies and only returned home on May 5, [redacted]. Despite receiving emails stating that the package was delivered to 6 The Hollies, Great North Road, Welwyn Garden City, Hertfordshire, AL8 7TA, I never actually received the order. Upon returning home, neither I nor my partner, who was present at the address during the delivery window, found the package. Our neighbors also did not receive it. I urgently request that this delivery matter be investigated as the package has not reached the correct address. I am unable to track it further as the status shows delivered erroneously. Order No.: [redacted]94 Order Date: November 29, [redacted] Estimated Delivery Date: December 9, [redacted] Tracking Number: [redacted][redacted] Total Paid: £[redacted].45 Please get in touch with me promptly via email at [redacted] or by phone at +44 [redacted]. I anticipate your prompt response. Thank you. Kind Regards, Sirli Tiik

Hello Nick, I wanted to reach out directly as I believe it is appropriate. I have worked in Retail management and the Learning and Development sector for 15 years and I wanted to share my positive experience with 2 Customer service advisers from earlier today. To keep it brief, my partner proposed in December during lockdown, and we took the leap to book our wedding for this August. Ordering everything online due to covid has been challenging, especially bridesmaids' dresses! Despite the difficulties, I did not hesitate to order from ASOS. Despite some size-related hiccups, every person I interacted with went above and beyond to assist me, making me feel comfortable and cared for. Today, while trying to return a bridesmaid dress due to the wrong size, I first spoke with Julian, who was incredibly accommodating and patient. He impressed me with his customer service skills. Then, I spoke with Anita from Northern Ireland to provide additional details, and she also offered exceptional customer service. I can genuinely say that these two agents were amazing. Having trained customer service teams at companies like Dyson and House of Fraser, if I had Julian and Anita on my team, I would be proud. Please convey my appreciation to them. My reference number from ASOS for these agents is: [redacted]4 Best regards, Andrea

Good morning, I wanted to bring to your attention that I placed order no. [redacted]5 on April 8, [redacted], and upon inspection, I discovered that the shorts sent were the wrong size - COLLUSION Nylon sports shorts in acid yellow. I promptly completed the returns form, printed the returns postal slip, and returned the item. I was informed by the postal service that my package was dispatched on April 30, and I still possess the receipt and tracking number. However, I have not heard back from ASOS regarding the receipt of the returned item or received a refund for the incorrect shorts. I kindly request confirmation of the item's receipt on your end and inquire about the status of the refund, as the time frames outlined on the ASOS website have elapsed. Thank you, Carla M.

I received an email from ASOS regarding my order [redacted]40. Unfortunately, my order has been delayed due to current restrictions on air travel. I am frustrated by this delay as I have yet to receive a previous order, number [redacted]58, for which I have not received a refund. This recent experience has left me feeling disappointed and questioning my trust in ASOS, as I have been a loyal customer in the past.

Hi there, I purchased an ASOS voucher as a birthday gift, but decided to buy directly from ASOS for a printable voucher instead. Unfortunately, Highstreetvouchers didn't allow me to cancel, leaving me with an extra voucher. I'm unable to afford it. Could you please cancel the second voucher for me? I've been trying to reach out via online chat since yesterday with no success. I would appreciate your assistance. Kindly contact me regarding this matter. My order details are as follows: Order Number: [redacted]38 Voucher Code: B5690CB37340B6FF Thank you, E. Rayner

Dear Madam/Sir, I purchased an item of clothing from Liverpool's Top Shop, U.K. in December [redacted]. Due to Covid restrictions, I could not try it on at the store. The sales assistant guaranteed a full refund if it didn't fit. After trying it on at home, I realized it was too big. When I tried to return it after New Year's, the store was closed due to lockdown. Despite numerous attempts to contact them, I made no progress in getting a refund. I have heard that ASOS has taken over Top Shop. Can I return the item to you for a refund? I have the receipt, the original bag, and the unworn garment with price tags intact. I would greatly appreciate your assistance in this matter. Thank you in advance, D.V.