Asos Reviews 5

With a heavy heart I’m writing this review..

ASOS used to be my favourite online shop. From purchasing to support, and returns - everything was super comfortable and most of the times a good experience.

Since 2025 Black Friday, I’ve placed 4 orders. A few items from each order had to be returned due to faulty items and multiple sizes.
When I tried to place the return and print my own label (as I normally would), the option wasn’t available anymore.. and this is where the problem began.
I reached out to multiple reps via the chat support and asked to issue labels for all 4 packages. Each time I was told that only 2 labels are enough and I can put more than one order in the bag of another. Little did I know that trusting them would create issues!!! (All of the chats are documented, downloaded, and saved!).
It took ages for them to issue the labels for the packages which makes me believe that they were lazy to issue 2 more labels and that’s why I’m in this mess. The reps kept saying that the reason I can’t print my own label is because there is a glitch in the system.

As was instructed by the reps, I places two orders in each bag (4 orders in total), and returned them via Drop2shop.
Drop2shop do not provide any proof of postage no matter how many time you’d ask. The claim that taking a photo of the ia large with the label they print is enough.
Since I returned the packages, I only received the refund for the items from the 2 packages that the reps provided the label for - the other 2 packages weren’t refunded yet and the reps keep telling me that I need proof of postage, no matter how many times I explained the matter!!!
At this point, since the reps keep closing the chat on customers when they have nothing to say or issues they don’t want to deal with, I will go legal with this matter!!!

Did not deliver main item I was given no reason and have to wait 10 days for a refund - after chasing discovered it was a tech issue but rather than sort this out for me I was told to just try and reorder- nothing we can do - I would not trust this site again - AVOID

I have a Terrible Experience With Customer Service Lady From ASOS Her Name is RITU
ASOS Customer Service Lady Her Name is Ritu,

I'm your ASOS AI Assistant. I'm here to answer your Customer Care questions.
How can I help you today?
I am looking to return 2 Items Please
Great! 😊 I can help you with your return. Could you please let me know which order you'd like to return the 2 items from?
1000771338
Thanks for sharing your order number! There’s just one parcel for this order.
Could you please tell me which 2 items from this parcel you’d like to return?
Nick Running and Topman Shorts
Thanks for letting me know! Just to confirm, you’d like to return the Nick Running item and the Topman Shorts from your order. 😊
Have you already posted these items back to us, or do you need help starting your return?
Help strating Returns Please
No problem! 😊 I’ll guide you through starting your return for the Nick Running item and Topman Shorts.
Could you please tell me if you still have the original packaging and the returns slip that came with your parcel?
Yes
Perfect! 😊 Since you have the original packaging and returns slip, you can pack the Nick Running item and Topman Shorts securely with the slip inside.
Next, just use the returns label provided in your parcel and drop it off at your chosen returns point. If you need a new label, let me know and I’ll help you with the next steps! Would you like info on where to drop off your parcel?
I do not have the slip sorry
No worries! You don’t need the slip to return your items. 😊
Just go to ‘My Account’ on the ASOS website, select your order, and choose ‘Create Return’. You’ll get a QR code to use at your chosen drop-off point. If you need more help, you can check out our step-by-step guide here.
It says on my account the I can not return them
Thanks for letting me know! 😊 If the 'Create Return' button isn’t available, it usually means the 28-day return window has passed. Returns can only be made within 28 days from when your items were delivered.
If you think this is a mistake or need more help, would you like me to connect you with a member of our Customer Care team?
Can You Help With That Please
Of course! 😊 Just to recap, the reason you can’t return the items is because the 28-day return window has passed. Unfortunately, returns aren’t possible after this period.
If you’d still like to speak with our Customer Care team, please let me know and I’ll connect you right away. Would you like to go ahead with that?
Yes Please
Thank you for confirming. Please stay online and someone from our Customer Care team will be with you shortly.
You're in the queue to speak to one of our advisors – we'll be with you as soon as possible. Your queue position is 27
Thanks for waiting - we'll be with you as soon as possible. Your queue position is 14
Thanks for waiting - we'll be with you as soon as one of our advisors become available. Your queue position is 3
Agent connected
Hello David, thanks for getting in touch today.
Ritu (she/her)
I'm sorry to know that you're not getting an option to create the label. Please don't worry, I'm here to help you in resolving this as quickly as possible.
I am going Looking to return 2 Items Please the Nick Running item and Topman Shorts
May I know the reason for returning the items.
Ritu (she/her)
Do not like sorry
Thanks for confirming.
Ritu (she/her)
I’ll just have a quick look. It’ll only take a couple of minutes.
Thanks
Thanks for waiting.
Ritu (she/her)
I know this isn’t the answer you were looking for, but all returns are subject to our Returns Policy and Ts&Cs. It’s been over 28 days since your order 1000771338 was delivered, so it's no longer eligible for a refund.
Not Happy it was delivered 11 July
And It not even the 11th September
Are you still there?
I understand that however, Tt’s been over 28 days since your order 1000771338 was delivered, so it's no longer eligible for a refund.
Ritu (she/her)
It’s is just 29 Days
I work overseas and I am just home
I am a very good customer and think this is unacceptable
I understand that however, as the return timeframe has passed so I'm unable to help you.
Ritu (she/her)
Can You give me a Phone Number email for complaints Please
Are You Still There RITU
I'm sorry this conversation has been closed
She actually cut me off from the conversation and did not get any satisfaction from ASOS

Very poor service. Ordered a pair of Arket jeans, they sent the wrong colour then asked me to return them and order again. Bearing in
mind it usually takes ASOS 3-4 weeks to process a refund I just thought it was annoying. No offer of a discount or expedited return. Sent them back and ordered directly from the retailer Arket instead.