Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had looked at ASOS occasionally but never purchased until I needed shoes for a themed bday party and so I logged into an old account and I ordered shoes that ended up getting accidentally shipped to an old address on file of over 10 years. Apparently in order to receive a refund you have to attempt to go and retrieve the package and if you are honest with them and tell them no they will refuse your refund, even if your old address is an area you no longer have access to. Spent literally a whole hour between a regular chat agent and then a manager telling me the same thing that they cannot refund or replace unless I attempt to get it myself. By now the package had already been sitting there for a full work week in a neighborhood where we have definitely had package thieves. I explain my situation numerous times over an item that was under $100. I spoke to a ***** and an ******** ******* says he is issuing me a refund after elevating the case but I have yet to receive verification of this. Whole situation left a bad taste in my mouth and I am pretty sure I had my info stolen from this website during a breach a few years ago anyways so I definitely shouldn't be coming back to this anytime soon.

  Business Response

  Date: 05/29/2022

  The customer did not receive their desired goods due to an address error. ASOS are not able to amend orders once an order has been placed and does encourage the customer to cancel the order within the designated timeframes and place a new order with the correct details. As the customer has selected an old address, ASOS would not be liable for this order and it would be the customer responsibility to ensure they are able to collect the order. On this occasion, with the help of the ****************** team, this has been passed over to our specialist teams to be looked into further who have since refunded the customer as a gesture of goodwill. ASOS will ask that the customer removes any old address from their account going forward. We would note that the customer did not follow ASOS internal resolution process or exhaust the ASOS complaint handling process prior to referring the dispute on the BBB platform. ASOS.com considers this matter closed.  

  Customer Answer

  Date: 05/29/2022

   
  Complaint: 17287523
  
  I am rejecting this response because:

  
  I came to find out that the person who escalated my case did not in fact. I had chatted back after still not receiving any confirmation email of any chat that I had and had let them know I did attempt to go and retrieve it with pictures and only then did a separate agent actually solve my issue who was unaware of my case the entire time and I had to re explain what had happened. So your response means nothing. This was an awful experience and I feel like there are much better places to shop with much better customer service. Respectfully, get a better job.

  
  Sincerely,
  
  No One

  Business Response

  Date: 05/29/2022

  ASOS have reviewed the customer's query and can confirm that the customer has been refunded for the item they have purchased on the 28th of May 2022. It take up to 10 working days for the funds to clear into the account used to place the order. The customer was sent an email on the 28th of May at 19:04 to confirm that the refund has been processed. Please note that we dont tolerate this abusive language towards our staff. ASOS.com considers this matter closed.  
  

  Customer Answer

  Date: 05/30/2022

   
  Complaint: 17287523
  
  I am rejecting this response because:

  Of what I already stated above.

  
  Sincerely,
  
  No One

• Initial Complaint

  Date:05/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned Asos their goods and I haven't received my refund since September 2021. They said I would get a voucher, but I never received it, all they said they would update me on my refund. However, I have never received it. Customer service representetive says they email me updates within 24 hrs, but they never emailed me after a few days.

  Business Response

  Date: 05/28/2022

  The customer has explained that they haven't been refund for their goods following a return in 2021. ASOS.com have investigated this and found that the account linked with the email address the customer has used to create this ******************** hasn't been used since 2018. ASOS.com will ask that the customer reaches out to us via the email address associated with her order so we can look into this further. We would note that the customer did not follow ASOS internal resolution process or exhaust the ASOS complaint handling process prior to referring the dispute on the BBB platform.

• Initial Complaint

  Date:05/25/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We placed an order on 5/10/22. The order was supposed to arrive on 5/19/22. The tracking information keeps changing the arrival date one day out for tomorrow. *** says the package is with ***** **** says the package is with ***. Asos is unreachable. I've tried to access their chat feature on 3 separate devices now but it just spins and never loads. They haven't responded to a ******** post. They don't have a phone number and none of the email addresses I can find work.

  Business Response

  Date: 06/08/2022

  ASOS have looked into this and can confirm we reached out to the customer directly regarding this issue and it was fully resolved on 30th May 2022. This is now closed.

  Customer Answer

  Date: 06/08/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/16/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/15/22, I placed Order # *********. It is now 5/16/22, the order is still in the order received status with no shipping or tracking info. I have reached out to the company several times. I keep getting told that it is under investigation and that I will receive an update via email. Nearly 2 months later, it is still under investigation (according to the rep I just spoke to this morning - 5/16/22) and no update has been provided as Ive been previously told would happen. I have asked to speak to a manager and have gotten the same response. I have asked to speak to someone higher up and have been told that there is no one they could direct me to and that I will just have to wait for the email. Im beyond frustrated. Its clear that the item never left the warehouse and it should not take 2 months to issue a refund as requested. If there is an investigation, it should be an internal one and the investigation should not effect me receiving a timely refund. This transaction was $58.44 and they are withholding money that does not belong to them.

  Business Response

  Date: 05/17/2022

  The customer ordered a product from ********************** however the customer did not receive their desired goods. With the help of the ****************** team, this has been passed over to our specialist teams to be looked into further who have since refunded the customer for their order today. We will kindly ask that the customer allows 10 working days for the funds to clear into their account. We would note that the customer did not follow ASOS internal resolution process or exhaust the ASOS complaint handling process prior to referring the dispute on the BBB platform.  

  Customer Answer

  Date: 05/17/2022

   
  Complaint: 17206376
  
  I am rejecting this response because:

  1) the internal review process should not take 2 months.

  2) I followed up 3 times over the course of 6 weeks before writing a BBB complaint and I stated the last time I contacted them that I would be writing a complaint.

  3) I was assured that I would receive an update via email. No update was received for 6 weeks!

  4) I was repeatedly given the runaround about this, which is very poor service.

  However, after repeated attempts to resolve the matter, the issue was finally sent to another person that is higher up in the company. After 2 months of being patient and receiving the runaround, I finally received a refund on today (5/17/22). The person was very courteous in addressing the issue and taking responsibility for it taking so long to resolve. Nevertheless, I do not appreciate the companys current response implying that I did not follow protocol. I contacted the company on at least 3 different occasions during a 6-8 week timespan before contacting BBB. It should NEVER take 2 months for a company to issue a refund when it is evident that the merchandise never left the warehouse! Its plain bad business no matter how the company tries to justify. If what I experienced is the companys protocol, it needs to be readdressed because it is not effective and, as seen with previous BBB complaints, the company will receive lots more complaints and ultimately lose valuable customers.

  Sincerely,

  ***************************

  Business Response

  Date: 05/18/2022

  A full refund for this order was successfully processed on the 17th of May 2022. The Klarna Statement will be updated within 24 hours to reflect this refund of 58.44 USD.
  Customer has been provided with a 20% discount code as a gesture of goodwill, to use on a future order with us.
  No further action is required.

  Customer Answer

  Date: 05/18/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************