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:07/23/2025

  Type:Product 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.

  I purchased a dress in a US size 10. It was a final sale. However, I received a US size 2. When I contacted **** via Chat, the person honored my request for a return and sent me a return label via *******, July 14. July 22, I received an email stating my return was rejected because it was outside the return timeframe. July 23, I entered another chat and it was escalated to a manager who informed me that the warehouse rejected the return not knowing it was being returned for size so they are resending me the dress and I should wait to receive it again and attempt to return the dress a second time. What a joke! I've already spent way too much time chatting about this, packing the dress and bringing it to *** only for them to resend the same dress back. This is not environmentally friendly and they have spent money and resources on shipping for a dress that was on sale for $21.00.

  Business Response

  Date: 07/24/2025

  The customer placed this order in January 2025 but had not realised the item was incorrect until July 2025. In line with our T&Cs, we encourage customer to let us know if something isn't right within 30 days of receiving this order, after this timeframe we wouldn't be able to support them further. Upon the dress being received back, the warehouse team rejected the dress in line with our return policy and sent it back to the customer. Despite this, **** has issued the customer a full refund for the dress and can confirm the refund has been issued back to the original payment method used. They can expect to receive the funds within 10 working days. We do not require the dress to be returned for a second time. We would encourage the customer to check the items they've order thoroughly so we can continue to support them within the 30 day period should they require our help. 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: 07/24/2025

   
  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:07/14/2025

  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 am a customer in ***********, a **** territory, and have been a regular **** shopper for years. In June and July 2025, I placed two large orders: #********* on June 12 ($323.76) and #********* on July 8 ($335.97). Both exceeded $320 to qualify for free shipping to ***********. I now need to return over $270 in items from the first order; the second is still in transit.ASOS has changed its return policy for *********** without clear notice. Though the site shows *********** (**) at checkout and in return forms, return attempts now result in an error and redirect to customer care. Agents confirmed **** no longer provides prepaid labels for ***********, cannot explain when this policy changed, and told me I must now arrange and pay for international shipping to the **, including customs and tariffs.I tried to cancel the second order immediately but was told it was not possible. I also contacted support multiple times to request return labels, as had been provided before (e.g., for order #********* on June 23), but no one would assist.This sudden and undisclosed policy shift has created significant financial and logistical hardship. I was not informed of it at checkout, nor was it apparent until I attempted a return. If I had known, I would not have placed these high-value orders. I now face over $60 per return in shipping/customs fees, all of which **** previously handled.I request that ****:Provide prepaid return labels for both orders, or Reimburse return shipping upon proof of shipment.I also ask that **** formally acknowledge *********** as part of the **** for shipping and returns and clearly disclose return policies up front, not buried in inconsistent FAQ links.ASOSs current approach appears to treat Puerto Rican customers unfairly: accepting **** shipping revenue while denying equal return access. This is deceptive and should be investigated.Thank you.

  Business Response

  Date: 07/15/2025

  This complaint is being picked up by our Customer Escalations Team, the customer will receive an email in the next 24 hours.

   

• Initial Complaint

  Date:07/11/2025

  Type:Service or Repair 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 ordered 2 pairs of shoes from ASOS. When they were delivered, the bag was ripped open with only one shoe in the bag. The bag was destroyed and the shipping lable was barely readable. I have pictures to document all of this. I talked to *** and they advised me to contact **** for a resolution as they were the shipper. So I chatted with several **** agents and they told me I would receive a refund within 10 days. However, today I got an email saying my account is shut down due to "suspicious activity" which is completely mind boggling. This company is fraudulent and should be stopped from doing this to customers. I have only placed one order in 3 years and any claims of suspicious activity is false. I need my refund for $241.45.

  Business Response

  Date: 07/18/2025

  **** have taken some time to review this order and can see that a refund of ****** USD was issued by ************* on 15th July 2026. **** confirms that this account will be remaining closed as per the email sent to the customer, and therefore deem this case to be closed. 

  Customer Answer

  Date: 07/19/2025

   
  Complaint: 23585415
  
  I am rejecting this response because: ASOS has closed my account for no reason. *** was the company who claimed the package as damaged, as it was thier fault so why must I be blamed for this? I have read hundreds of complaints against **** and they all have a common theme. They close accounts of innocent customers for no reason at all. They do not conduct an honest business therefore I will not be shopping with them ever again. I am very disappointed in the lack of knowledge their employees have. It is very concerning. 
  
  Sincerely,
  
  ********* **********

  Business Response

  Date: 07/21/2025

  The decision has been made to keep the customers account closed. In the terms and conditions, **** confirms that we may need to close, block or freeze an account e.g. if we notice something unusual on an order or an account. We will not be reversing this decision
  

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23585415
  
  I am rejecting this response because: Once again, *** damaged the package and it was reported by THEM. There is no suspicious activity on my part. **** is a fraudulent company and I would never give them my buisness ever again. Case closed.
  
  Sincerely,
  
  ********* **********

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair 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.

  Unable to delete account and associated personal information. Chat support ended chat the first attempt, and live chat was sudden unavailable.

  Business Response

  Date: 07/03/2025

  **** will be more than happy to provide the customer with details on how they can self-erase their account, or put forward the erasure request on their behalf. The customer hasn't provided **** with any details for us to be able to contact them at this time, so if the customer is able to provide us with an email, **** can reach out with the details.

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair 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've been an loyal customer to ********************** for years. Today, I was informed that they "banned" my account. I'm unable to login, see past order, or track returns. Last week, on Friday June 20th, I returned four separate orders and dropped them off at ***. **** is refusing to refund me for those said orders, even though I have an email from them saying otherwise.

  Business Response

  Date: 06/24/2025

  Hi Team, 

  **** has decided to close this customers account in line with ***** fair use policy. The customer has sent over a screenshot of the email received which outlines the customers account closure and the returns process. The customer has mentioned making returns on the 20th June 2025 **** returns time frame for orders returned from the ** are 14 calendar days. As this is still within that time frame the customer would need to allow until the end of the day on the 4th of July for the items to be received and processed. If the customer has not received an update on the returns after the 4th of July they would need to contact **** customer care for more information.  

  As ASOS is unable to look into this further ASOS considers this matter closed. 

• Initial Complaint

  Date:06/12/2025

  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.

  They sent me the wrong size shoe and all I want is the correct size sent to me. But instead they told me I need to either order a new pair on the promise they wont mess up this time or wait for them to inspect my shoes then send me the correct ones back, but if they are out of stock by then too bad for me. All I want is the correct shoes I ordered.

  Business Response

  Date: 06/14/2025

  Hello! After double checking this, **** is not able to verify the customer's order/account information as the email address this has been submitted with does not match the order number provided. For security reasons, **** does need to verify that they are talking to the correct customer using the correct email address. Once this has been submitted with the correct email address, this can be looked into further. Outside of this, **** does outline in their Terms and Conditions and on their help pages that any incorrect items should be returned to their warehouse for a refund. This can be found on their help pages here - **************************************************************************************************************. Thanks 

• Initial Complaint

  Date:06/07/2025

  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.

  Dear **** Customer Service,I am writing to formally raise a concern regarding my recent experience with ****, which has been deeply disappointing and frustrating.This was my first ever order with ****. When the package did not arrive as expected, I submitted a complaint and was informed that a refund had been requested on my behalf. However, shortly afterward, my account was unexpectedly blocked and I was denied the refund without any ************** my surprise, the package eventually arrived after a significant delay. Upon opening it, I discovered that two out of the four items I ordered were missing. I attempted to report this issue, but due to my account being blocked, I was unable to access customer service or receive any assistance.I find it extremely concerning that not only was my account disabled without justification, but I am now also unable to report a legitimate issue or receive the items I paid for. I respectfully request a full refund for the two missing items and would appreciate your prompt attention in resolving this matter.

  Business Response

  Date: 06/10/2025

  Hello. 

  The customer placed an order with ********************** and had claimed that two items were missing. **** investigated this matter with the help of ************* Care team. **** disputes the veracity of this claim from the customer, and has decided not to refund the customer. The customer has been advised of this by email and **** has closed this account. **** considers this matter closed.  

• Initial Complaint

  Date:05/29/2025

  Type:Product 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.

  I've purchased from **** on multiple occasions and thank God I've never had to return anything in the past. After the experience I've had with my first return, I would seriously consider steering clear of this company. I purchased a dress early May that showed as shipping from ***********. I ended up ***urchasing the same dress a few days later as it went on sale for a much cheaper price. I chatted in to their customer service for explanation on the return process (for the first, full priced dress to be returned) and was told I could simply refuse the delivery and it would be returned to **** and I'd receive a full refund. May 15th the dress was refused and returned to sender. As of today, May 29th, I have chatted them once more (chatted with Jessa, the rudest **** and provided tracking proof that the dress was received in ******, GB as of May 27th. Jessa then says that I have to now wait until June 4th before a refund claim can be opened because there is no proof of return to sender (even though I've uploaded proof). I requested an escalation or for a supervisor to follow up and Jessa continues to say there is no one else I can speak with but I can feel free to close our chat and chat back in. For what? To chat with another *** and be told the same thing? Ridiculous. She continued to "dance around" my request for an escalation. When I attempted to ***ly to her last message, she abruptly inserts her little "thank you for chatting and have a great day" closing chat and exits the chat entirely. I'll be reaching out to my credit card issuer for assistance in obtaining my refund. This company is a red flag.

  Business Response

  Date: 05/30/2025

  **** has emailed the customer directly to resolve their query. **** asks the customer to check their inbox for an update on their order and information about the service they received. 

  Customer Answer

  Date: 05/30/2025

   
  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:05/02/2025

  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 bought a pair of AllSaints jeans from ASOS for ~$100 order number *********. I received it today, which included a pair of jeans that arrived fully unzipped with both a broken zipper and visible biological staining on the inside crotch area, which appears to be menstrual blood. This is a serious hygiene violation and a clear failure in their product inspection and quality control processes.Immediately upon opening the package and discovering the condition of the item, I reached out to **** chat support team within minutes (they do not have a phone or email option). I spoke with multiple representatives who assured me that a specialized team would be following up via email. I have received no further response or resolution.I am now formally demanding:A full refund for the item A replacement of the item Appropriate compensation for the distress, potential health risk, and the lack of follow-through on ASOSs part A formal written apology and confirmation that this matter is being taken seriously and investigated internally This is not simply a customer service issueit is a serious breach of hygiene standards and basic consumer safety. The emotional and psychological distress this has caused is not something that can be ignored or brushed aside.

  Business Response

  Date: 05/07/2025

  **** have reviewed this customers query and can see that it was resolved on 6th May 2025. The customer was correctly transferred over to our specialist team, however due to a higher volume of queries, took longer than usual to get back to them. **** can confirm that a refund of ****** USD was issued back to the customers original payment method, and this can take up to ****************************** their account - this is dependant on the card issuer or bank. **** would advise the customer that if they have any further issues about this issue, then to reply to the recent email that was sent to them. As a refund has been issued, **** would deem this case to be closed.

• Initial Complaint

  Date:04/16/2025

  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 purchased a premier subscription from **** on 9/2/24. The **** subscription costs $20 per year and you receive free express shipping (2 days) for any purchases over $50. I received this email from **** on 2/25/25: "Changes to your **** Premier subscription We want to give you a heads-up about some changes to your **** Premier Subscription.Starting 24/03/25, the delivery timeframe for your ASOS Premier orders will increase from within 2 working days of placing your order, to within 2 to 3 working days of placing your order. If you live in *******, you will no longer receive next working day delivery.Full details of the new shipping timeframes and cut off times are available in the updated Premier Ts&Cs here see heading Availability.If as a result of these changes you want to cancel your Premier subscription, we understand just contact customer care by no later than 24/03/25, in which case we will provide you with a pro-rata refund of the Premier Subscription fee you paid, calculated from the date of cancellation to the original end date of your subscription. Thanks,The ASOS Team"I did not mind the slight change in the increase to 2-3 business days for express delivery. Now I come to find that there is also a change that you must spend $100 for free express delivery, instead of the promised $50. This was not something I was aware of. I would have cancelled my subscription if that information had been provided. Apparently they shut down their US warehouse and now exclusively ship from the ** and that changes it to $100. Again, I was never informed on this. I reached out to customer service and received no help whatsoever and if felt like the service *** was trying to gaslight me. I attached a PDF of our conversation. As a customer who has spent thousands and thousands over the years at ****. This shady behavior and not giving customers the full details is really unacceptable.

  Business Response

  Date: 04/17/2025

  Hello, **** has looked into this and have reached out to the customer direct via their **** registered email address to get this resolved. Thanks, ****.