Asos Customer Service Issues

Archive 1

The following are issues that customers reported to GetHuman about Asos customer service, archive #1. It includes a selection of 20 issue(s) reported December 21, 2015 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Hello ASOS, I received an automated message from you stating that my order was unsuccessful due to insufficient funds in my bank account. I rectified the issue quickly by adding sufficient funds and successfully resubmitted the payment. Could you please confirm that my order will now be processed despite the initial notification I received stating otherwise? My order number is [redacted]78, and I am hoping to receive my jacket on Wednesday, the 23rd. Thank you. Best regards, Tom J.
Reported by GetHuman-tomtomt on सोमवार, २१ दिसम्बर २०१५, रात ११:४६ बजे
This is my third email to the customer care team regarding my order. It was scheduled to arrive yesterday, February 12th, but today is the 13th and it hasn't shown up. I keep receiving automated emails with my order confirmation and tracking information, but it only indicates delivery for Monday. Even UPS confirmed the same delivery date. According to Asos' website and the email confirmation I have, the package was supposed to arrive by February 12th. I urgently need the order for tomorrow, Sunday the 14th, not on Monday the 15th, which is why I paid for 2-day shipping. I am looking for a personalized update on the status of my order, rather than just instructions to track it.
Reported by GetHuman-mnasopou on शनिवार, १३ फ़रवरी २०१६, रात ८:०० बजे
Hello, I recently received my order number [redacted]80 from ASOS, which included an Adidas Superstar white and black trainer and a New Era cap. Unfortunately, the Adidas Superstar trainers I received are the wrong size (UK 5 instead of UK 8) and have defects. I would appreciate it if this issue could be resolved promptly. I have encountered various problems with ASOS recently, such as late emails, lost parcels, delayed or no responses, and now incorrect sizing in my orders. I hope for a quick resolution to this matter. Thank you.
Reported by GetHuman-keithcha on मंगलवार, २३ फ़रवरी २०१६, शाम ६:०८ बजे
Hello, I need assistance from the ASOS UK team as I am unable to locate a customer care email. I received my order today, with order number [redacted]22. Unfortunately, there seems to have been a mistake as the dress I received is not the one I ordered. The dress I wanted is under code [redacted], while the one I received has the code [redacted]. The other three dresses in the order are correct. Could you please advise on how we can resolve this? Thank you. Regards, Alice G. from Malta.
Reported by GetHuman-yyyvonne on रविवार, ५ जून २०१६, सुबह ८:५५ बजे
I placed an order with ASOS for a parcel with a delivery date of 'on or before Thursday, April 26, [redacted]'. Unfortunately, My Hermes has informed me that they need another day to process it. ASOS mentioned that they can't intervene as it's outlined in their contract with My Hermes. I'm disappointed as I rely on this order, and I need it today before I leave the country. I understand it's not about returning the items but receiving them on time. Can someone please ensure the parcel, currently at the hub since early this morning, gets to me by midnight as promised? This delay is causing inconvenience, and I wouldn't have placed the order if I knew it would not arrive on time.
Reported by GetHuman-phyllisq on गुरूवार, २६ अप्रैल २०१८, शाम ७:०६ बजे
I purchased a burgundy blazer for my son's 12th-grade prom, but UPS claims someone received it on May 3, [redacted]. I told them we didn't get it and asked if it was signed for. I need a new blazer sent with signature required and for you to address this with UPS. The order number is [redacted], for a super skinny burgundy velvet blazer, chest size 34 inches, costing $95. I need this urgently to ensure my son's prom is perfect. The order is for J. Miller at [redacted] Eastham CT #14, Crofton, MD [redacted]. Reach me at [redacted]. Please help promptly as the prom is near.
Reported by GetHuman666930 on मंगलवार, ८ मई २०१८, शाम ५:५० बजे
I've been eagerly anticipating my dress for an upcoming wedding, but it's now been over two weeks since I placed my order. Despite speaking with three different customer service representatives, each has instructed me to wait until the following Thursday at 10pm for the delivery, only to be disappointed each time. I can no longer wait and require the dress to be re-shipped promptly. The service I've received from ASOS has been disappointing, especially since both my roommates have successfully received their orders to our shared address recently. It seems the issue lies on the company's end and needs to be addressed. My ASOS order number is [redacted]14 and the UPS tracking number is 1ZA0T868YW[redacted]9. I hope for a more satisfactory resolution this time.
Reported by GetHuman733811 on गुरूवार, ३१ मई २०१८, रात २:३३ बजे
I purchased items on my friend's Premier account on 5/28/18, and the delivery was marked for 5/31/18. However, I never received the package. I contacted UPS on 6/1/18, and they initiated a Lost Package Investigation. As we are approaching the 8 business day mark, I have not received any updates. If I do not hear from UPS by the end of the investigation timeline, I was informed that I would hear from Asos. Since there is no public phone number for support, I am reaching out here. If I don't receive a response by Thursday 6/14, I will have to dispute this with my credit card provider. Thank you, Casey.
Reported by GetHuman775882 on मंगलवार, १२ जून २०१८, दोपहर १२:१६ बजे
I returned three parcels to ASOS using the "toyou" return service at ASDA. Although all three parcels were accepted by the machine without issuing a confirmation, I tracked two parcels with their order numbers and saw they have been dispatched. However, the third parcel with order number [redacted]21 is missing. This parcel is for a refund of approximately £[redacted]. I already raised the issue with ASDA as I didn't receive a hand-written approval receipt from their sales assistant. I am worried about the missing parcel and the amount of money at stake. Can you provide any updates from your system about the return of this order?
Reported by GetHuman-rhiangat on मंगलवार, १२ जून २०१८, दोपहर ४:३१ बजे
Hi, I received my order (order no: [redacted]37) on June 28th, but it was incorrect. The total amount billed to me for the order was £[redacted].99, which was deducted from my bank account. However, I received 1 blazer and 3 pairs of trousers instead of the 2 blazers and 2 pairs of trousers I ordered. I returned the incorrect items as per the returns label, but ASOS only refunded me £[redacted].99, which does not reflect my actual payment of £[redacted].99 minus 1 pair of trousers at £20.00. I am disappointed in this error and kindly request the correct refund of £[redacted].99. Thank you, Gabriella
Reported by GetHuman-gabbysla on रविवार, ८ जुलाई २०१८, शाम ६:३१ बजे
I have been unable to access my ASOS account since 4 October. Despite receiving password reset links promptly, they appear to expire immediately. I have reached out to ASOS multiple times since 5 October, with reference numbers [redacted]98 and [redacted]3. Various customer service representatives such as Koryn, Tamara, Josh, Oliver, and Stuart have been in touch via email. Oliver requested screenshots of the error message, but I haven't been able to send them due to not receiving the reset link. I last contacted Stuart on 12 October, where I highlighted the ongoing issue of not receiving the link. I also engaged in live chat with Nurun and Zeehan for assistance. Despite all these interactions, my problem remains unresolved after a week and three days of seeking help from ASOS.
Reported by GetHuman-sonyaki on रविवार, १४ अक्टूबर २०१८, दोपहर ११:१५ बजे
Hello ASOS Customer Service, On October 11th, I placed an order for a duffle skirt coat priced at £65 and some earrings priced at £4 with next day delivery. Despite paying the additional £5.95 for expedited shipping, my order did not arrive within the estimated timeframe of October 12th. I made sure to be available all day as I needed the coat before traveling; however, the delivery did not occur and no notice was left. I have attempted to contact the delivery company, DHL, but have not received a response. I am looking to be reimbursed for the next day delivery fee and to have my package promptly delivered to me. This situation is quite perplexing to me as I have regularly ordered from your website without any issues. I eagerly await your response. Warm regards, Beth H.
Reported by GetHuman1406828 on बुधवार, २४ अक्टूबर २०१८, रात ११:३७ बजे
Hello, I'm extremely frustrated because I placed 4 orders, but I've only received 1 of them after waiting for over a month. I bought these clothes for special occasions like a wedding and Thanksgiving, but since they haven't arrived, I had to buy new items. ASOS has wasted my time and money. As a loyal customer, I expect them to deliver what I paid for. I'd like a refund for the 3 undelivered orders ([redacted]08, [redacted]29, [redacted]76) since I've already spent enough and had to go through the trouble of buying replacements. I know ASOS is responsible for ensuring I receive my items. Customer service told me to wait, but it's been too long. I've checked my rights, and ASOS needs to reimburse me for the undelivered orders. Thank you.
Reported by GetHuman-zezzeddi on रविवार, २५ नवम्बर २०१८, रात ८:२९ बजे
I received a package today that I had ordered, but it arrived too late for the event I needed it for, which has already passed. The order was placed on October 26th, and the 28-day return policy deadline was November 23rd. Despite being past the return date, the item is still in its original packaging with tags attached, unworn. Living on an island where residents are only present part-time, I was surprised to find it in my mailbox today, even though the shipping information suggests it had been here for some time. The jumpsuit is also too big for me, so I won't be able to wear it in the future. I am looking to return it, but I'm hoping to arrange a return despite being outside the return period. The order number for reference is [redacted]58.
Reported by GetHuman1681223 on सोमवार, ३ दिसम्बर २०१८, शाम ६:३९ बजे
I have encountered an issue with an order (no. [redacted]55) from ASOS scheduled for delivery on November 26th. Despite reaching out to ASOS three times via email and once on Twitter, I keep receiving the same response, promising the order will arrive the next day. However, the tracking information remains stagnant across all three platforms. Frustrated by the lack of progress, I believe it's unreasonable not to have an updated status on my purchase. The lack of transparency has exhausted my patience. I anticipate a sincere apology and, most importantly, the whereabouts and revised delivery date of my package. The consistency of unresolved inquiries is simply unacceptable.
Reported by GetHuman-segenet on मंगलवार, ४ दिसम्बर २०१८, रात १०:३८ बजे
Order [redacted] was placed for shoes with the expectation of receiving them by Saturday for a concert. Despite notification from Hermes that the shoes would arrive on Friday causing a missed workday, the delivery was delayed multiple times. After contacting both Hermes and ASOS, no solution was provided. Continuous delivery updates on Saturday led to the purchase of alternate shoes as the awaited ones failed to arrive. Several attempts to resolve the situation with ASOS were unsuccessful, resulting in frustration and disappointment with the lack of a resolution. At this time, the shoes are still undelivered, and the need for them has passed due to the repeated delays.
Reported by GetHuman-xxkesiax on रविवार, १६ दिसम्बर २०१८, सुबह ९:११ बजे
I recently purchased a pair of women's Adidas Stan Smith original sneakers in size 8.5 US, but unfortunately, I received a size 7.5. I reached out to customer service, and after two attempts, I was still sent the wrong size. Despite having proof on my electronic invoice of the correct size, I was told I had ordered a size 7UK. The conversation with the representative ended abruptly, leaving me frustrated. I really need help with this situation as I was hoping to gift these shoes to my granddaughter for Christmas. This experience is disappointing, and I hope it can be resolved soon.
Reported by GetHuman1795473 on बुधवार, १९ दिसम्बर २०१८, रात ९:५७ बजे
Hello, I have reached out twice previously with no response, and I must express my disappointment with the service provided. My DHL delivery, scheduled for today between 10:35 am and 11:35 am, has not arrived. Despite checking all potential safe spots and consulting my neighbors, I found no sign of the parcel or a delivery notification from DHL. Tracking the item, DHL claims it has been delivered and signed for by me, which is inaccurate as I have been home all day without any delivery. It is clear that this issue lies with DHL, but as ASOS selected them as the courier, the responsibility falls on ASOS to ensure a successful and secure delivery. I insist on a refund as the £50.00 payment seems wasted since the item has not reached me. This situation is completely unsatisfactory, and if not rectified, it will result in the loss of a loyal customer.
Reported by GetHuman1815600 on शनिवार, २२ दिसम्बर २०१८, रात १०:२५ बजे
My order is significantly delayed, causing me to miss the opportunity to give my family their gift before Christmas. The package was supposed to be delivered on or before December 21, [redacted], but it is now December 23rd, and I have yet to receive it. Tracking shows the parcel arrived in Hong Kong on December 19th. After contacting customer service, they requested an additional 10-day delay, pushing the delivery date to January 3, [redacted]. Despite explaining that I needed the gift before Christmas Eve, they insisted on the delayed timeline. When I requested cancellation due to the delay, they denied it, instructing me to wait until January 3rd to address the issue. This situation is extremely frustrating as it defeats the purpose of giving a Christmas gift in January. Waiting over 10 days to deliver a parcel that arrived in Hong Kong on December 19th is unacceptable.
Reported by GetHuman-junechuh on रविवार, २३ दिसम्बर २०१८, दोपहर १०:२१ बजे
Dear Asos, I recently made a purchase and received my items, which I adore except for one. I have experience with returns, but I'm having trouble this time. I haven't received the return label needed to attach to the bag and print. Despite contacting your live chat support and being informed the issue was resolved, I still haven't received the label after multiple attempts. My order number is: [redacted]68 and the product code is: [redacted]. I've confirmed my account details and they are accurate. Dealing with the return of a low-cost item shouldn't be this challenging. If this matter isn't resolved promptly, it may impact my future shopping decisions. Thank you for your assistance. Best regards, Mary F.
Reported by GetHuman1847192 on शुक्रवार, २८ दिसम्बर २०१८, सुबह ९:३५ बजे

Help me with my Asos issue

Was this page helpful?YesNeeds work
Sharing is what powers GetHuman's free customer service contact information and tools. You can help!