Asos Customer Service Issues

Archive 2

The following are issues that customers reported to GetHuman about Asos customer service, archive #2. It includes a selection of 20 issue(s) reported February 12, 2019 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Good evening, I recently received my order and unfortunately did not receive the leopard print dress I had ordered. Instead, a different glamorous dress was included in my package. I promptly returned the entire order, including the dress that was mistakenly sent to me. I used Klarna for payment, and even though I returned all items, my statement still shows a balance of £18, indicating I owe money for the missing dress. In a return email from ASOS, it correctly lists the items I returned but also states I owe money for the undelivered dress. I find this situation frustrating as I am being asked to pay for an item I never received. To remedy this, I would appreciate guidance on resolving the issue without being charged for the dress. Despite placing a second order for the leopard print dress, I again received a different dress from the same brand. I have reached out to customer service multiple times but feel my concerns are not being addressed seriously, leading me to believe that my issue is not a priority. I am eager to resolve this matter promptly.
Reported by GetHuman2193306 on Selasa, 12 Februari 2019 pukul 20.04
Asos, I am writing to express my disappointment with a recent chat with a customer service representative. He informed me that my order would be delayed to arrive in 5 days instead of the usual 2 days due to high demand, which I understand. However, when I inquired about the duration of this delay and asked for a minor extension on my premier delivery membership, he abruptly ended the chat without addressing my concerns. I value my membership and hoped for a quick resolution to this issue. I have attached a transcript of the chat for reference. I simply request a small extension on my premier service membership to compensate for the period I cannot utilize it. Thank you, Brenda.
Reported by GetHuman-bsouza on Jumaat, 22 Februari 2019 pukul 15.01
Subject: Disappointing Experience with ASOS Hello ASOS, I am Olivia E., a first-time customer. Despite hearing wonderful things about your company, I must express my dissatisfaction with my recent order of the "Maxi Dress with Pleat Front in High Shine Satin with Fishtail Hem." I placed the order on February 19, [redacted], aiming to receive it in time for an event on March 2, [redacted]. Unfortunately, I was disappointed to discover during checkout that the dress would only arrive on March 4, two days after my event. Hoping for an expedited delivery, I opted for 2-day shipping at a cost of $7.99. However, after payment, I received an email confirming that the dress would not arrive until February 27, despite the expedited shipping. As of today, February 27, I was informed that my dress was shipped by FedEx on February 26 and will only reach me on March 1, the day before my event. The delay has been quite frustrating, especially after paying for expedited shipping. I kindly request a refund for the expedited shipping fee. This experience has been disheartening, and I am uncertain about future orders from your site. Best, Olivia E.
Reported by GetHuman-liveaker on Rabu, 27 Februari 2019 pukul 19.37
Subject: Issue with Nike [redacted] Air Max - ASOS Order Number [redacted]84 Dear Customer Service, I am contacting you regarding a recent purchase of Nike [redacted] Air Max on 24/11/[redacted] from your website. I have noticed a fault with the shoes that has become apparent in the past few weeks. Despite only wearing them since Christmas, I have observed a hole developing in the toe area of one shoe. This is concerning as I have previously worn less expensive shoes that lasted much longer without such issues. I have only used these shoes for school and not for sports, so the wear on them should be minimal. It is disappointing to experience this so soon after purchase. I have attached photos showing the damage, which has rendered the shoes unwearable. I request an immediate replacement pair or a refund on my mother's card. I look forward to your prompt assistance in resolving this matter. Thank you, Ava O.
Reported by GetHuman-avaoshea on Selasa, 2 April 2019 pukul 20.46
I made a purchase from ASOS last week with express shipping, expecting it to arrive on the 5th of April. However, the delivery company falsely claimed delivery when I was home all day. I received an email addressing the delay, stating that I should expect my order by the 16th of April due to a delay with the delivery partner. I am disappointed with the service as I paid extra for express shipping only for it to take longer than standard. I have been trying to get answers about my package through emails but have not received a resolution. I feel frustrated and misled by the situation, leading me to lose trust in ASOS.
Reported by GetHuman2695603 on Ahad, 7 April 2019 pukul 05.49
Dear Sir/Madam, I am a 15-year-old girl entering year 11 this September, and I am organizing a prom for my year group. We plan to donate the remaining funds to the charity 'Samaritans' to support suicide prevention. Mental health is a cause close to my heart, and Samaritans has personally helped me. I believe it's essential to offer professional mental health support in the UK, as many lives are lost every year to suicide. The Samaritans charity provides a vital telephone service for those in need of help. Our prom is scheduled for Thursday, June 25, [redacted], and we aim to raise funds for Samaritans through an automatic raffle. I am seeking raffle prize donations to support this cause since we want to maximize our donation to the charity. Any contribution you can provide would be greatly appreciated and acknowledged at the event. Please feel free to reach out if you need more information. Thank you for considering supporting our fundraising efforts. Kindest regards, Amelia Chapman
Reported by GetHuman2754742 on Selasa, 16 April 2019 pukul 11.20
I placed an order at 7:13 EST in USA Today and selected premier shipping for a Friday delivery. Upon confirming the purchase, the expected delivery date changed to Monday. I contacted customer service seeking to cancel my order. My interaction was with FOLASHADE, to whom I explained the situation. Despite my early attempt to cancel, I was only informed after the 15-minute cancelation window that I was the only one able to cancel, which had lapsed. This delay caused me to miss the deadline. I am frustrated as my dress won't arrive in time for an event, and I paid for premier shipping unnecessarily. I feel misled and simply want either my dress delivered promptly or a refund. It's been a confusing experience. My order number is [redacted]90. Your assistance is appreciated.
Reported by GetHuman-fvr on Rabu, 24 April 2019 pukul 23.55
I recently ordered the Heart & Dagger skinny velvet double-breasted blazer in black with a 40” chest. Unfortunately, the item I received was incorrect. Upon checking online, I noticed the blazer is now out of stock. I did not receive an email about the stock issue or my order being voided. Could it be a mistake that I was sent the incorrect item? I would like to return the item I received and get the correct blazer sent to me. If the product is indeed out of stock, I would appreciate clarification regarding why I received the wrong item instead of being notified about the stock shortage. Awaiting your prompt response, -C.G.
Reported by GetHuman-cgroneng on Jumaat, 3 Mei 2019 pukul 16.26
I am seeking a refund or replacement due to an error stemming from your technology. I have been informed that this is not possible, which seems contradictory to your return and refund policy. I believe that your current stance contradicts your business values. I placed an order during a day when only your website experienced issues, resulting in my product being shipped to the wrong location and now missing. I am unable to have it replaced, although this mishap was solely due to your company's error. When questioning why my old address was used instead of the correct one I entered, I was informed it was from the address book. However, I find it illogical to ignore the new address I provided, especially since I have successfully received past orders at that location. This specific item has yet to arrive due to the mistake your website made at the time, displaying consistent error messages despite a stable internet connection.
Reported by GetHuman2914347 on Isnin, 13 Mei 2019 pukul 15.55
I selected 'Yodel' for delivery. Despite their claims of three attempts to deliver, no one came during my availability. I reached out to customer service, but they plan to send the package to a far-away depot. I've asked them to return it to you. Once you have it, could you use a different courier or have it delivered to Asda in Horwich? I'm disappointed as I needed these items today and now I might not get them until next week.
Reported by GetHuman-paigicde on Khamis, 16 Mei 2019 pukul 16.17
I used ASOS's prepaid UPS label to return items. ASOS refunded me for one item but claims they didn't receive the other 3. They suggest getting proof of posting and using an insured postal service for returns. I'm frustrated as it's unlikely only 1 of 4 items arrived in the same box. I chatted with customer service, but there's no record of it. Initially, they said they received all items and were processing them, then suddenly claim items were lost in transit. They insist on proof of postage, which is impossible after sending the package.
Reported by GetHuman-aanklin on Sabtu, 1 Jun 2019 pukul 23.15
I returned all items from order number [redacted]44 last month except for the chino shorts before leaving for my holiday. However, upon returning, I noticed that my Klarna account has not been updated to reflect these returns. I am seeking assistance in confirming if the chino shorts were received back. In addition, I also returned another item with tracking number VX[redacted]22GB under order number [redacted]75, but have not received any notifications regarding this return. I am concerned as I am facing a charge of around £[redacted] for items I have already returned. Any help in resolving this issue would be greatly appreciated. Thank you for your time and assistance.
Reported by GetHuman3069005 on Selasa, 11 Jun 2019 pukul 14.32
I wanted to share that I've encountered a frustrating situation with the delivery of two orders ([redacted]87 & [redacted]82). MyHermes informed me that these parcels have been misplaced and advised me to contact them for verification. The delivery references are: [redacted][redacted] & [redacted][redacted]. MyHermes acknowledged the problem and expressed regret for the inconvenience caused, promising to take measures to prevent this from happening in the future. They suggested contacting the retailer since the parcels were booked through them. I understand the issue lies with the delivery company, not with you. I placed these orders in anticipation of my upcoming holiday, and I was hoping to have them before that. I wonder if it would be possible to send replacement items through expedited shipping to ensure I receive them before Friday. Your prompt assistance in this matter would be greatly appreciated.
Reported by GetHuman-declanoc on Selasa, 18 Jun 2019 pukul 08.55
I received the incorrect dress and had to pay extra for expedited shipping to ensure it arrived by July 5th. My order number is [redacted]. The dress I got was not the mint green one with flowers and sleeves that I ordered; it was a purple prairie dress with spaghetti straps. I am returning it today at the post office. I would like to order the correct dress, size 4, which is the ASOS Design Daisy Embroidered Ruched Mini Sundress. I need it by Friday. Can you provide a code for expedited shipping or assist me in getting it by Friday due to the mistake on your end? I have had trouble getting help so far, including being ignored on Facebook Messenger. This level of service is very disappointing. -A.M.
Reported by GetHuman3188571 on Rabu, 3 Julai 2019 pukul 13.39
Yesterday, I placed an order for product number [redacted] in medium size. I based my decision on the product information indicating a "regular fit" and advising to choose "your normal size." Unfortunately, upon receiving the T-shirt today, labeled as "oversized fit," it is too big. This discrepancy between the stated fit and actual fit has caused an inconvenience as the size small is no longer available for exchange, while it was yesterday when I placed the order. I am disappointed as I intended to wear the shirt today. I urge you to rectify this situation and provide an explanation for the misinformation surrounding the product labeling.
Reported by GetHuman3279567 on Sabtu, 20 Julai 2019 pukul 09.50
Hello, I ordered two swimsuits on Tuesday, with next day delivery as I needed them for a Sunday swimming lesson. Unfortunately, only one arrived, which doesn't fit well. ASOS has been in touch to say they will send a replacement by tomorrow. However, it won't arrive in time for my lesson, so I'm stuck with one ill-fitting swimsuit. This means I can't return it for a refund. I was wondering if there's any possibility of getting a voucher for a future order to compensate for this inconvenience. I'm a loyal customer, and this experience is disappointing as it undermines my trust in ASOS to deliver when needed. Order number: [redacted]62
Reported by GetHuman-elenipan on Sabtu, 20 Julai 2019 pukul 22.12
I recently ordered a pair of sunglasses and have yet to receive them despite selecting two-day shipping to ensure I would have them before my vacation on July 25. I placed the order on July 19, with an expected delivery of July 23. Disappointingly, the sunglasses did not arrive on July 23 or July 24, jeopardizing my plans for vacation. Furthermore, I am currently unable to access my ASOS account as it is not recognizing my password or email. When attempting to reset the password, I am not receiving the reset email. This login issue is preventing me from tracking my order progress. I am hoping for a resolution to receive the sunglasses before my vacation deadline on July 25 at 10:00AM. Thank you.
Reported by GetHuman-elneanai on Rabu, 24 Julai 2019 pukul 17.41
On July 16, [redacted], I returned several items to ASOS by recorded delivery that I purchased but didn't suit me or were the wrong size. I also asked for an exchange on two floral jumpsuits (items no [redacted] and [redacted]). On July 22, Paypal sent me an email notifying me of a £[redacted] refund from my purchase on July 12. However, I haven't received the smaller size items I requested or any updates on them. When I contacted the helpline, they weren't very helpful and requested my order number, which I couldn't provide. I haven't received emails from ASOS, except for password-related ones. I would appreciate any information on the two items I exchanged, when to expect them, and how to track them. The website doesn't provide this information for returns. Thank you, Daniela R.
Reported by GetHuman-drbrace on Khamis, 25 Julai 2019 pukul 11.00
Subject: Issue with Unauthorized Activity on ASOS Account Dear Customer Support, I am reaching out to address a concerning matter regarding my online shopping experience with ASOS. Recently, my ASOS account was compromised, resulting in unauthorized transactions and subsequent account suspension by ASOS. On 02/08/[redacted], I received notice that my order [redacted]13 was being cancelled despite already being charged for it and the item being dispatched. I am requesting a refund for order [redacted]13 due to its cancellation by ASOS. Your immediate attention to this issue is greatly appreciated. In line with Trading Standards, I would like to maintain detailed documentation of this incident, therefore, kindly respond to the provided email address. Thank you for your assistance. Sincerely, G.A. [redacted] [redacted] Street, Yenagoa, [redacted]
Reported by GetHuman3419735 on Selasa, 13 Ogos 2019 pukul 21.38
I received a notification that my order was delivered today after reaching out to asos and Fedex numerous times. My order was believed to be lost by Fedex. Upon arriving home, I discovered the asos package taped together, having been damaged, with only one t-shirt instead of the ten items I purchased. Despite multiple attempts to contact asos via chat, I am frustrated with the poor customer service. The website shows all items as delivered, which is inaccurate. Fedex advised me to contact the seller, but the only option is the unsatisfactory chat service. I require phone assistance due to this frustrating situation, having spent a substantial amount with asos and facing ongoing issues.
Reported by GetHuman3457435 on Rabu, 21 Ogos 2019 pukul 00.11

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