Asos Customer Service Issues

Dear Sir or Madam, On April 21, [redacted], I placed an order with you for clothing totaling €[redacted].33 (Order number: [redacted]91) using the AfterPay payment method. I returned the said order on May 8, [redacted], to my local post office, and you can find the receipt attached. To date, I have not received any acknowledgment of the returned package from you. Now AfterPay is urging me to pay the full price with a reminder, even though I have returned my order except for one item which I kept (Collusion- x014 - Extremely Wide Dad Jeans in 90s Style with Blue Vintage Wash in size W28 L34). I kindly request you to contact AfterPay and update them on the current status of the order so that the amount can be adjusted. Sincerely, Maggie Ginger

Hello, I made a purchase on ASOS on May 10, [redacted]. My order number is [redacted]8. I used Klarna to pay later in 30 days. Unfortunately, one item in my order was out of stock, and I got a refund for it. I returned all items except two and sent them back on May 15, [redacted], using a Hermes drop-off point. Klarna informed me it may take until May 29 for the return to process. I contacted Klarna again due to delays, and they suggested reaching out to ASOS for further assistance. Thank you, R. Q.

I placed an order on May 28th, expecting delivery a few days later, but now it's scheduled to arrive on June 5th, missing the deadline I needed to meet on June 4th. This delay forces me to purchase the same item elsewhere, resulting in unnecessary expenses. My previous experiences with this website were positive, but this incident is quite frustrating. Yodel mentioned the delivery was set for Saturday, while online it initially indicated June 3rd. Despite being aware of estimated delivery times, waiting an extra 8 days is unacceptable, especially since I am a regular customer. This situation has caused inconvenience and budget constraints as I had to buy another outfit ahead of time.

Subject: Issue with Return and Slow Refund Processing Hello, I hope you're well. I wanted to bring to your attention an issue regarding a return I made last month. On May 29th, I returned a pair of White sandals under ref [redacted]70 and a pair of black sandals under ref [redacted]17 in one parcel. While I understand the benefit of consolidating items in one return, it seems to have caused some confusion in processing the refunds. I've received the refund for the White sandals, but the refund for the black sandals is still pending. Could you kindly investigate this matter and process the refund for the second item? The tracking reference for the parcel is [redacted][redacted]. Moreover, as a loyal customer over the years, I've noticed that refund processing has become slower recently. While I acknowledge your policy of processing refunds within 15 days of receiving the returned items, there used to be quicker turnaround times in the past. I just wanted to share this observation with you. I appreciate your attention to this matter and look forward to your prompt response. Best regards, JT

Dear Jenna, Your parcel is en route and is expected to arrive shortly. Your order number is [redacted]61, placed on Friday, June 4, [redacted]. The estimated delivery date is Saturday, June 5, [redacted]. I placed an order with ASOS on June 4 at 6:26 a.m., selecting next-day delivery to my UK Aramex Shop and Ship address. Despite paying for next-day delivery, the DPD tracking link indicates a Monday delivery for two packages, which your live chat representatives mentioned were rejected by the courier. I urgently need the items for my upcoming wedding in Seychelles, departing Wednesday morning. I was informed that I must wait 14 days for a refund after the package is received, though it's not within the promised timeframe. DPD confirmed only ASOS can request the return of the packages. I kindly request the items be shipped directly to Dubai by Tuesday, June 8, to the following address: Townhouse 63 Al Andalus, Jumeirah Golf Estates, Dubai, P.O. Box [redacted]. Sincerely, Jenna J.

Hello! A month ago, I made an order from ASOS with express delivery, expecting it in 7-12 days. After 20 days, I inquired about my lost order, and ASOS couldn't locate it. They suggested a replacement, which I accepted. Surprisingly, the original order arrived a week later, although I no longer needed it due to the replacement. I contacted ASOS about this, informing them that they have mistakenly left me with the original order. ASOS acknowledged that the replacement order was incomplete and advised me to keep the items missing from the second order and return the rest for a refund. However, they are now asking me to return everything and claiming they will refund me later. I feel frustrated as this confusion was caused by ASOS, yet they are holding me responsible. I would appreciate any assistance in resolving this matter. Thank you.

I am following up on the refund request for Order number [redacted]15 dated October 19, [redacted] [ASOS:[redacted]3]. I kindly ask for urgent assistance in solving this long-standing refund matter. I am disappointed with the lack of response from the team. I am contacting you on behalf of Mrs. S.C. from India, who requested the cancellation of the order due to customs duty reasons. She emphasized the importance of clear communication from ASOS to customers before placing orders. Mrs. S.C. also authorized me to communicate with your team for a prompt resolution. As the order was canceled, the products remain with ASOS, and I have been inquiring about the refund owed to Mrs. S.C. Your prompt attention to this matter is greatly appreciated. I look forward to a positive response. Please provide updates or necessary actions to resolve this matter directly to my email. Thank you, B.

Hello dear Asos team, I have been trying to contact you without success. The live chat has been unavailable for several days, I can no longer reach you on Facebook Messenger, and your customer service website is not functioning when I click on "contact by email." Therefore, I hope this is the correct email address to reach you. My concern is regarding a refund I sent on 1.06 for three orders combined in two packages, following the indication that multiple orders could now be returned together. The order numbers are as follows: Order Number: [redacted]40 Order Number: [redacted]62 Order Number: [redacted]86 The two tracking numbers for the two packages are: Tracking Number: [redacted]68 Tracking Number: [redacted]97 According to DHL, the packages were delivered to you on 03.06. However, on my account, the status of the returns does not show that the package has arrived with you, and I have not received my refund yet. Therefore, I am attempting to contact you through this email. Best regards, Malou Fenner

I placed an order with Asos with international shipping while in the US. The estimated arrival was Monday this week after ordering on June 11. However, the delivery didn't come. I contacted FedEx to track it, and they initially said I would get it on Wednesday, which also didn't happen. Despite requesting status updates via email and text, I never received any. Upon checking this afternoon, it showed the parcel was left at the front door of my apartment building. Living in a complex, it would have been helpful to receive delivery updates. I've searched, but I can't locate my package. Not being able to reach out to Asos directly about this is disappointing, considering the value of the items and my patience.

I had a pair of pear crystal earrings saved, intending to buy them for my daughter who already owns a pair but had one crystal break off. Trying to fix it, I accidentally made it worse. I searched to buy two sets, hoping to surprise her and have a spare. Unfortunately, when I tried to buy them now, they're out of stock. I'm so disappointed as I really wanted to get them. Is there a way to get at least one set or will there be a restock? I adore my daughter Bianca, and she means the world to me. I'm a loyal customer and would love your help in purchasing a set. Looking forward to your response. Thank you very much.

Dear ASOS Team, On May 14, [redacted], I placed an order with order number [redacted]02. The total amount was EUR [redacted].27. I returned all items except for the one with product code [redacted] on time. I scanned my package at the Packstation and received a confirmation with the scanned tracking number (see attached). Unfortunately, I have not received any confirmation from ASOS yet, and I have received payment reminders and even warnings about goods that are no longer in my possession. The tracking number is [redacted]93. Unfortunately, the tracking number on my deposit receipt does not match the one from ASOS, and I have not received any feedback from ASOS. I have been a customer of ASOS for a long time and have placed around a hundred orders in the last 2 years without any issues. I hope you can address this matter and provide me with a positive update promptly, as I see no reason to pay for goods I returned on time. I have also attached the QR code for reference. Best regards, Shanja V.

Hello. I have been attempting to place a few orders recently, but every time I create an account and proceed to make a purchase, the order is automatically cancelled due to my account failing the verification process, resulting in a ban. The order numbers affected are: [redacted]97, [redacted]71, and [redacted]46. Despite reaching out to support multiple times, I have not received a clear explanation for why this issue persists. I am frustrated as I need to purchase specific items for summer. I have reported this to trading standards due to the prolonged lack of resolution from Asos. I am disappointed with the level of customer service provided and will pursue legal action if this matter is not resolved promptly to allow me to place orders again. Thank you. Tameem Hoque.

I am wondering why item [redacted] was not included in my order √[redacted]09? I had successfully paid for it when I placed the order. Just 4 days later, I received a message stating that the item is out of stock and a refund will be processed, which goes against the terms of not being able to modify orders. I request that you find a way to send me my complete order with all 7 items, as item [redacted] was the main one I ordered and the rest were just to meet the minimum amount. I am very disappointed with your service and lack of loyalty. If your technical support is inadequate, customers should be informed in advance. I hope you resolve this issue promptly as the item appeared back in stock right after my order. I do not wish to repeat the process as I already purchased it with a discount. I need my full order. I trust you will consider the ethical side of your website's operation. Currently, the item is in my cart, but it was not sent to me even though I paid for it, along with an extra item to qualify for free shipping. I have received all items except for [redacted], which I now wish to pay for again to get free shipping and the discount applicable at the time of the initial order.

I received a package on June 23rd with order number [redacted]79. I had ordered a pair of trainers and a set of three bottles of Garnier Micellar Cleansing water. While the trainers were fine, one bottle of Micellar water was missing, another was empty with a broken lid, and the third was intact. The parcel was not securely wrapped, causing these issues. I am hoping to receive the missing bottles as they are not available where I live. If that is not possible, I would like a refund instead. I emailed about this on the 23rd and was informed it would be investigated, but I have not received any updates since then. This lack of communication is disappointing, especially from a reputable company like Asos. Thank you, Marilyn G.

I purchased four items from ASOS a few weeks ago. I returned three items, but I haven't received a refund for one of them. Despite the website stating that all three items were refunded, the money hasn't been returned to my bank account. I am confused as I sent all three items back in the same package. I have never experienced any problems with ASOS before, so I need assistance in resolving this issue. I would appreciate it if I could receive my refund promptly.

Subject: Delayed Delivery Issue with ASOS Order Dear Customer Service, I am reaching out to address an issue with my online order from ASOS. I am concerned about the delay in the delivery of my order number [redacted]13, which was placed on June 12. Upon checking the order details on the ASOS website and tracking the parcel, it appears that my items are still on hold in Germany. Despite receiving an evaluation email, the order has not reached me in Ukraine. I have been a satisfied ASOS customer with three previous orders, but this unexpected delay has left me disappointed. I kindly request assistance in resolving this matter promptly and ensuring the swift delivery of my order. Your prompt attention to this matter would be greatly appreciated. For record-keeping purposes, please respond to this email address. Thank you for your assistance. Sincerely, [Initials]

Subject: Issue with ASOS Online Order Delivery I am writing to address a concern with my recent online shopping experience. I placed an order with ASOS on June 12, order number [redacted]13, and as of July 1, the items have not reached me in Ukraine. Upon checking the order details, I found that the package is still on hold in Germany. Despite receiving an evaluation email from ASOS, I am disappointed by the delay of almost a month and the lack of communication on the shipment status. I have previously made multiple orders with ASOS without any problems, which is why this delay has been particularly disheartening. I kindly request prompt assistance in resolving this issue and ensuring the timely delivery of my order. I await your quick response. Please reply to this email address to maintain a comprehensive record of the case. Your attention to this matter is greatly appreciated. Thank you.

Is it common for orders to take nearly two weeks to arrive? This is my first time shopping with ASOS, and I am worried about FedEx's punctuality due to past experiences. From: ASOS Orders <[redacted]> Hello Don, Your order has been placed successfully. Here are the details: Order No.: [redacted]49 Order Date: Saturday, July 3, [redacted] Shipping Address: Don I. [redacted] Forest Ln, California, Berkeley, United States, 94[redacted], contact number: [redacted] Estimated Delivery Date: Wednesday, July 14, [redacted] Shipping Method: Standard Shipping Product: Original Penguin Canvas Plimsoll in Navy Price: $14.40 (each) Quantity: 3 Subtotal: $43.20 Delivery: $4.99 Sales Tax: $4.92 Total: $53.11 Payment Method: PayPal Please note that changes to orders are not permitted, but you can cancel within one hour. Returns are accepted until Saturday, August 28, [redacted]. For any queries, refer to our Customer Care section on the website. Thank you, The ASOS Team

Subject: URGENT / IMPORTANT Order No.: [redacted]27 From: C. N. <[redacted]>Date: Wednesday, July 14, [redacted] 11:23To: ASOS Customer Service <[redacted]>; [redacted] <[redacted]>Cc: C. N. <[redacted]>Subject: RE: RE: Update on your ASOS inquiry Dear Sir or Madam, I must contact you again as I still have not received a refund for the undelivered items. Once more: "The items I ordered were not delivered to me!!!" I regret to have to label the whole situation, along with the behavior of your staff on the phone, as extremely unfriendly to consumers. My impression that time was being wasted has remained true to this day without exception. Consequently, I have sought advice from both consumer protection and a lawyer. Following the advice of both, if the outstanding amount is not received by me by 07/30/[redacted] at the latest, I will seek legal resolution. My legal expenses insurance also has no concerns regarding coverage. As DHL has been aware from the beginning, I, "Claudia Nagel," did not receive the items (I have the relevant documentation). Therefore, please spare me your continual claims of delivery to ME!!! Understandably, my patience has run out. Awaiting a positive resolution, Kind regards, Claudia Nagel From: C. N. <[redacted]>Sent: Thursday, June 10, [redacted] 16:08To: ASOS Customer Care <[redacted]>Cc: C. N. <[redacted]>Subject: RE: Update on your ASOS inquiry Dear ASOS Team, I have not yet received my order. As requested in today's email, I confirm that I have completed each of the checks listed below: 1. I confirm the delivery address is correct. 2. I confirm I have checked if someone else at the delivery address accepted my package. 3. I confirm I have asked my neighbors. 4. I confirm I have checked all safe places for delivery (e.g., behind bins, on the patio, in the garden shed, etc.). Warm regards, Claudia Nagel

Yesterday, I requested a return for some items through the Asos app that I would like to return from my order. However, I have not received an email containing the necessary QR code to print a return label at the drop-off point. I began to worry that I may not have completed the online return form correctly, so I tried to access it again to make sure. Unfortunately, under "Start a return," I could only select the items I want to keep, not the ones I want to return. It seems like I did everything correctly the first time I filled out and submitted the return form... So, where is the email with the QR code? Order number: [redacted]87 I hope you can help me resolve this issue. I have also filled out a form on the Asos website but have not received a response yet.