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ASOS
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ASOS
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Edited by:
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Last updated:
July 18, 2025
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ASOS
Complaints

How to file a complaint and get quick results from
ASOS

Edited by:
Ajust Content Team
Last updated
July 18, 2025
Our AI curates essential insights from across the web, while expert human writers craft content that's clear and easy to understand.

How to submit a complaint with
ASOS
 

ASOS provides straightforward online channels for submitting complaints and resolving issues quickly:

Live Chat (Recommended for Immediate Response):

  • Available 7 days a week, from 7:00 am to 11:59 pm Sydney time.

  • Access through the ASOS Customer Care page or via the ASOS mobile app.

  • Log in to your account to connect quickly with a customer care advisor.

  • Provide your order number, email address, issue details, and upload images (e.g., damaged items).

Email / Web Contact Form:

  • Use the ASOS Help section and follow prompts if live chat isn’t available.

  • Expect a reply within 1–2 days. Always check your junk folder for responses.

Social Media (Alternative):

  • Facebook and Twitter (ASOS Here to Help) offer support through direct messaging.

  • Useful if locked out of your account or unable to reach support via standard methods.

  • Never post personal or order details publicly; use private messages.

Note: ASOS Australia does not have a customer service phone line, support is online only.

What happens after you submit a complaint to ASOS ?

ASOS’s Customer Care team prioritises swift resolutions through this clear, structured process:

Immediate Acknowledgment & Assessment:

  • Live chat offers instant responses. Emails are acknowledged quickly.

  • Advisors assess details promptly - expect verification of order info or images of defective items.

Instant or Rapid Resolutions:

  • Most complaints (wrong item, damaged goods, delivery issues) resolved instantly or within 48 hours.

  • Common solutions include immediate refunds, replacements (with expedited shipping), or promo codes for goodwill.

Internal Escalation (for Complex Issues):

  • Complex cases (account or payment issues) are escalated internally; specialist teams respond swiftly.

  • Customers typically informed via email about ongoing investigations.

Follow-up & Resolution Confirmation:

  • ASOS confirms resolutions (refunds, replacements, etc.) via email clearly outlining the outcome.

  • Refunds processed immediately; credit appears within several business days depending on banks.

Communication Approach:

  • Friendly yet scripted interactions; written records via chat/email ensure transparency.

  • Advisors empowered to resolve most issues without unnecessary transfers.

ASOS aims to resolve complaints efficiently through first-contact resolution whenever possible.

Common complaints against
ASOS

Typical customer issues with ASOS include:

  • Delivery Delays & Lost Parcels: Orders arriving late or not at all due to courier issues or customs delays.

  • Incorrect or Faulty Items: Receiving wrong sizes, products, or damaged items requiring returns and replacements.

  • Refund & Return Delays: Processing times exceeding expectations, refunds taking longer than promised.

  • Customer Service & Account Issues: Frustration with scripted responses, lack of phone support, or unexpected account blocking.

  • Product Quality & Sizing Issues: Items differing significantly from online descriptions or images.

  • Payment & Promo Code Errors: Technical checkout issues or promo codes not being applied properly.

Understanding these frequent complaints helps you navigate potential issues effectively.

Real
ASOS
 Complaints Submitted Through Ajust

How other
ASOS
 complaints got resolved

Lost Parcel & Account Block:

  • Issue: Customer didn’t receive expensive sneakers. ASOS refused refund and blocked account suspecting fraud.
  • Resolution: Customer initiated a bank chargeback dispute successfully recovering the amount. Account remained blocked, but the customer was reimbursed fully.

‍

Faulty Dress with Immediate Refund:

  • Issue: Dress arrived with broken zipper; it was urgently needed for an event.
  • Resolution: Live chat advisor requested photo proof, instantly issued refund and provided 10% off voucher as goodwill gesture.

Delayed Return Refund

  • Issue: Customer’s refund delayed beyond promised timeframe despite parcel confirmed returned via tracking.
  • Resolution: Persistent follow-ups via chat led ASOS to expedite refund and provide $20 voucher as apology for inconvenience.

How to escalate a complaint with ASOS

If initial resolutions aren’t satisfactory, consider these escalation pathways:

Internal Escalation (ASOS Customer Care):

  • Request review by a supervisor or specialist during your chat/email interaction.

  • Clearly express dissatisfaction and request senior team involvement.

External Escalation:

  • State Consumer Protection Agencies (e.g., NSW Fair Trading): Mediation and negotiation services available.

  • ACCC (Australian Competition & Consumer Commission): Report serious or systemic consumer law breaches (e.g., repeated refusals to refund lost parcels).

  • Chargeback or PayPal Disputes: Powerful tool for unresolved monetary disputes—inform ASOS prior to initiating for faster internal resolution.

External escalation should be a last resort but provides strong consumer protections if needed.

Regulatory & Ombudsman Information for ASOS

Australian consumer laws protect your rights when shopping with ASOS. Escalate externally via:

  • Australian Competition & Consumer Commission (ACCC):
  • State Consumer Affairs (e.g., NSW Fair Trading):
  • Payment Disputes (Bank Chargebacks, PayPal Resolution):
    • If ASOS refuses justified refunds, request a chargeback through your bank or dispute via PayPal’s Resolution Centre.

These external options uphold your consumer rights and typically prompt swift action from ASOS.

Official ASOS Complaint Resources & Links

ASOS
Complaints FAQs

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ASOS
 resolution fast?

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