Contact ASOS Support

I ordered a down jacket for the New Year, paid for the fastest delivery. The jacket was a gift. The cost of the down jacket is $ 280, delivery was made with a delay of three days (I paid for the next day delivery), as a result, on December 31, instead of a jacket, a $ 50 hoodie comes to me, the next step is support (text in the chat), the employee says that we will fix everything, I say that money I don’t need it back, but I need my jacket. He says ok and asks to wait for updates in the account. After 30 minutes, a letter comes to my mail with information that the money has been returned to my account, since the size of this jacket is no longer in stock !!!!!! ????? I'm at a loss !!!!! after another three hours I go into the application and see that this jacket is in this size. I am writing in support again and what do you think, they say buy again !!! (for your information, the money has not yet returned to the account; it should take a couple of days for this). The most interesting thing is that I bought the jacket with a discount (the first purchase on ACOS) now if I place an order the jacket already costs $ 340 and I can not do anything since I have already made a purchase on ACOS !!! Very disappointed, I thought ACOS was a decent company to trust! I still can't understand why they sent me a hoodie of my size at a price 5 times lower than the money I spent !!!

This is the worst online shopping experience I’ve ever had. I found some boots I adore that I can’t find anywhere else. I tried ordering it 7+ times but the order would fail every time. I chatted with probably 10 different agents over the last week trying to get help going through, but they’d all give me bare minimum answers, always telling me to do something I’d already tried. It seemed like they were just eager to get me off the chat. I did everything they suggested and more. I’ve been as patient as possible and done everything I could to troubleshoot, even contacted my bank and switched payment options to make sure it wasn’t on my end. After all the troubleshooting and chatting, the issue is obviously on ASOS’s end and the agents knew it but would always send me away with no solution and wouldn’t bother to escalate the issue. I asked for someone to take a look at my account to ACTUALLY see why it wasn’t going through and the agent just said sorry, just try ordering again in an hour. Now, the boots are sold out in my size because they constantly would send me away and now I can’t get them. I’m so frustrated and sad because I can’t find them anywhere else and ASOS customer service couldn’t care less.

They have the absolute worst customer service I have ever experienced. I bought a some items that ended being to big, after I returned it, I didn’t even get half of the refund I was supposed to get. There is no number to call on their website so I had to chat. The person I chatted with was horrible, telling me that I didn’t all my refund because I got a discount. For example, If an item originally cost $40 and I get it at a discounted rate of $21, if I return the item, I should the $21 I paid but I didn’t. I’m not sure how they explained it but they stripped the discount off the other items and deducted it from my refund like they were punishing me for returning items. They don’t even do exchanges so I couldn’t replace the items with the right size or even just the items back that I returned. I was extremely dissatisfied and the person I was chatting with absolutely didn’t care. I have chatted with multiple people from their service area and got the terrible service every time. I will be honest, their clothes are nice but make sure you buy the right size because I would not recommend that you return anything. If it doesn’t fit it right, you are better off keeping it or giving it away.