Asos Customer Service Issues

Hello, my name is Sandra Smith. I am a loyal ASOS online shopper. On 8/7/21, I placed an order for a size 7 New Look sandal along with two other pairs of sandals. When my parcel arrived, it contained two sandals and a beautiful peach-colored size 10 dress instead of the New Look sandal I ordered. I returned all the items, including the dress, as the sandals were too small. While I received a refund for the two other sandals, I have not received a refund for the New Look sandal. I did not receive the sandal I ordered and instead received a dress. I am concerned about the discrepancy in pricing where the 25% discount was not applied even though advertised. I have pictures of the dress I received and the transaction process. I hope ASOS can address these issues promptly as I enjoy shopping on the site regularly. Thank you. Order number: [redacted]87.

Dear Customer Support, I hope this message finds you well. Order Information: Return Number: 28QEA3J3CZ3EXC Tracking Number: DA[redacted]65GB I recently made my first purchase on Asos and received my order on Friday. Unfortunately, two items were smaller than expected. I have returned them today. Regrettably, I mistakenly removed the tags while trying on the clothes, which I now realize could affect my refund due to the returns policy. I sincerely apologize for this oversight and kindly request leniency in this matter. Please consider issuing a full refund, as I value the items and plan to reorder them in a larger size. I assure you that I will be more careful in the future. Thank you for your understanding. Best regards, Yani

I ordered 11 items from ASOS (Order No. [redacted]59). Instead of one of the bikinis, I received a skirt. After trying on the clothes, I returned all 11 items (skirt instead of bikini) back to ASOS (Return No. 26GEMF83CUEPVF). However, AfterPay is indicating that I still owe €22.99. Since I no longer have any items in my possession, I will not pay this amount. During the return process, I specified in the app which item was missing from my order. I suspect that this missing item accounts for the outstanding €22.99. It's unreasonable to expect payment for an item that was never received by the customer. Additionally, I have been unable to reach customer service for weeks. I request a prompt response on how to proceed.

I need assistance with a recent order issue. I placed an order on 24/07/21 using my account associated with the email [redacted] Due to technical problems, I created a new account with [redacted] I have not received any confirmation email, but I checked PayPal, and the payment has been processed. The trainers I ordered were received yesterday, but one of them was not properly stitched. I wish to return them. Kindly send me a return label to [redacted] Thank you for your prompt attention. Kerana.

Dear Sir or Madam, I am writing regarding my recent order placed with ASOS under order number [redacted]93. I purchased Nike sweatpants (product code: [redacted]) in sizes M and L, but I only received the size L. When I returned the item, I reported that the size M was missing. I received a confirmation email last Friday stating that the refund for the size M pants was processed, but I have not received a refund for the size L pants that I returned. I kindly ask for assistance in resolving this matter. Best regards, Steven Thiel

Hello, I recently returned two items and used PayPal for the payment. While I can see the refund amounts in my recent activity, they have not reflected in my PayPal balance or bank account yet. The refund is dated August 5th. On the other hand, my girlfriend returned two items with a card payment and received a full refund to her bank account promptly. I'm wondering if there might be a delay in processing my refund. Any assistance on this matter would be highly appreciated. Thank you, Andy

Hello, I am contacting you about my recent orders on ASOS.it with order numbers [redacted]74 and [redacted]44. I received a notification that a refund was issued, but my card account was closed this morning. The refund was connected to a PayPal account linked to my now-closed card. I am seeking assistance on how to ensure I receive the refund despite the account closure. Thank you, Anna E.

Dear ASOS, I placed an order on July 23 with no rush delivery, realizing my mistake in not selecting the appropriate shipping method. I was surprised by the extended delivery time and decided to change the address since I had moved. After contacting customer service via online chat, Aimee-Leigh explained the limitation on address changes post-order. Subsequently, I re-ordered the items and received them promptly with premier delivery. After Hermes confirmed the carrier, Aimee-Leigh mentioned the need to wait for a cancellation. Following an email confirmation from Hermes, Jaime processed the cancellation. However, I was caught off guard when I received a delivery notification from Hermes for my old address, 60 miles away. The miscommunication and lack of accountability from ASOS staff have left me frustrated. I am puzzled by the unclear complaints procedure, as the customer service representative was unable to provide contact information during the live chat. I had to search extensively for an email address. I request clarification on the next steps regarding order number [redacted]28. Thank you, V.

I have experienced repeated issues with ASOS's Next Day Delivery service. Despite placing orders that qualify for next-day delivery, the package never arrives on time due to the inefficiency of their chosen courier service. It is frustrating to see them advertise a service they can't fulfill. I previously raised this concern with customer service, but little seems to have changed. In my recent online chat with a representative named "Vikas," I encountered unhelpfulness and inefficiency. Despite requesting to file a complaint multiple times, I was left without a resolution. The lack of transparency on delivery times adds to the dissatisfaction. ASOS must address these ongoing service and delivery problems to enhance customer satisfaction and reliability. How many more instances of the same issue will customers have to endure before improvements are made?

ASOS has suspended my account for 'suspicious activity'. They advised me to reset my password and confirm it via email to unlock my account. However, I received an automated response stating it's a non-reply email address. Contacting them is impossible as their live chat is consistently unavailable, email links are invalid, and there's no visible phone number. The customer service section is not helpful either. Any advice on how to resolve this would be appreciated. Thank you, Jo.

Hello everyone, I placed an order with Order Number [redacted]47. Upon tracking the shipment, I was prompted to select a pickup station close to my location. I made the purchase on Friday morning, expecting the delivery no later than the 15th of August [redacted]. However, today is already the 16th of August [redacted], and I have not received any updates. I reached out to customer service by submitting a complaint ticket due to the delay. I am requesting a refund for the shipping charges, as it appears there has been an issue with the delivery process involving both the company and the shipping partner in my state. I am aware that you have processed a refund for the clothing I returned at the same price I purchased them for. The delivery number for the clothing refund is LX[redacted]08IL, corresponding to the order number [redacted]44. I appreciate the previous refund issued for a pair of defective shoes I bought for my girlfriend.

I am writing to address an issue with my recent online shopping experience. I returned items totaling 97 pounds but only received a refund of 77.6 pounds. Upon reviewing my emails, I discovered a discount of 19.4 pounds was deducted from my refund without explanation. I am confused by this and would appreciate urgent assistance in resolving this matter and receiving the remaining balance. Such actions could harm the relationship between a seller and a loyal customer like myself. For verification, my name is Rayan, my birthdate is 15/05/[redacted], and my last order number is [redacted]20. I look forward to your prompt response. Thank you, Rayan.

A week ago, on August 14th at 19:04 pm (HKT), I made a purchase. Approximately at 20:30 pm, I noticed I selected the wrong size for an item. After reading the FAQ and learning that orders couldn't be modified after an hour, I reached out to the live chat for assistance in adjusting the order on the company's end to avoid having to return the item in the future. The customer support advised me to place a new order with the correct item size and reject the first delivery upon arrival, which would automatically initiate a return of the items. I sought confirmation from the representative, then proceeded to order only the correct size item after receiving the go-ahead. The following day, August 15th, I received an email informing me that my second order had been canceled, with no refund received to date. Upon attempting to log in for clarification, I discovered that my account had been blocked due to suspicious activities. Subsequently, I contacted the live chat again. The representative informed me that my query had been escalated to a specialized team and assured me of a response within 24-48 hours. On August 17th, after 53 hours had passed, I reached out to the live chat for the third time due to no communication from ASOS. The representative attributed the delay to a high number of requests and reiterated that the dedicated team would reply soon. As of August 21st, four additional days later, I have not received any updates from ASOS. Attempting to contact live chat, I encountered a notification on the website stating that the chat team was unavailable. Further research indicated that other customers had encountered similar issues with blocked accounts and unresponsiveness from customer service. Additionally, it was noted that live chat was the sole method of contact, despite the company's claim of being available 24/7, seven days a week.

Hello everyone, I have returned items for a refund with delivery tracking number LX[redacted]08IL. According to the tracking information, you received the package a week after I shipped it to your warehouse on 20/07/[redacted]. It has been over a month since I sent the items and over 21 days since you received them, yet I have not received a refund or any update. I contacted your customer service through chat, and unfortunately, the interaction was not pleasant. The chat operator seemed robotic and unresponsive to my inquiries about the refund. I am disappointed in the lack of empathy and customer service I have experienced. I am eager to receive my refund promptly as I have already been waiting for an extended period. The value of the items is significant, and I also request a refund for the shipping cost. Clear communication and efficient resolution of this matter would be greatly appreciated.

I recently made a purchase on ASOS for a pair of Nike Blazer Mid 77 suede sneakers in black and white due to their competitive pricing. After placing my order and making the payment, I was unexpectedly asked to pay customs charges by a company called APG Ecommerce, with whom I have no prior dealings. I am uncomfortable providing them with my ID number and do not wish to proceed further. Unfortunately, this has left me unable to cancel my order through ASOS or receive the shoes. I am unsure how to proceed with returning the item given this situation.

I made a purchase on June 24, [redacted], and the items were shipped on July 1st. Unfortunately, there was an issue with the address provided to the access point by ASOS, and UPS couldn't make the correction. As a result, the package was returned to the dock on July 12th. After speaking with a customer service representative, I was told that the order would be refunded once it reached the warehouse. However, I have not received the items or the refund. Despite raising the issue with AMEX in August, they claim the package was delivered on July 12th and are attempting to recharge me. The order number is [redacted]89, and the tracking number is 1ZWV[redacted][redacted]. The package is stuck at the dock, and I have neither received the items nor the refund. I kindly request either the delivery of the items to the correct address or a refund.

Dear Customer Service, I am concerned about your company's status as I have been unable to make progress with my refund request through the customer care chat. I am disappointed in the reduced quality of ASOS products and the issues with returns. It is crucial that I receive a prompt refund for my undelivered order [redacted]94, particularly for the Polaroid film. The total amount to be refunded is £73.42, of which £59.18 remains pending for the film. I can provide additional details for verification: my date of birth is 21/06/[redacted]. Sincerely, L. Ashton Email: [redacted] Order number: [redacted]94

Since September 11, [redacted], I have been attempting to reconnect with ASOS. The chat reference number is [redacted]9. Please review my conversation with your representative to grasp the frustration I have endured. In essence, I paid for an order that was not received. Can someone assist me with this matter? My order number is [redacted]. I paid for the order with a card, encountered issues with the DHL link for shipping duties, paid eventually, and then was informed by DHL that my order was destroyed. I received an email stating that ASOS authorized DHL to destroy the order. I paid both ASOS and DHL South Africa, so I am seeking assistance with this issue.

In December [redacted], I purchased the ASOS DESIGN Distant chunky sneakers in black from ASOS. While the shoes were initially fine, after a few months the fabric started tearing off, despite my careful maintenance. Although still wearable, recently the soles began completely ripping off. Even after attempting to glue them back on, the rubber parts wouldn't stay attached. While I understand that the shoes have been worn, it's concerning that they are falling apart so quickly. The quality of the rubber on one shoe has rendered it unwearable. It would be helpful if there were a solution to address this durability issue.

Dear Community Members, I recently sent back some items for a refund using serial package LX[redacted]08IL. According to the tracking information, you received the package a week later. I sent it to your warehouse on 20/07/[redacted], but I have not received my refund yet. It has been more than a month since I returned the package and over 21 days since you received it. I have not received any updates on my refund status. I tried to inquire about this through the chat option, but the operator was unhelpful and robotic in responses. I felt ignored and dissatisfied with the service provided. I expect a prompt refund as I have already waited patiently. The items were not cheap, and I also paid for the shipping, which should be refunded. I will be forced to involve my credit card company if I do not receive a satisfactory response soon due to the lack of customer service provided.