Had an issue with ASOS? Get a real response.
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.
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.
ASOS complaints submitted through Ajust
It’s been over two months since I returned my ASOS order and still no refund. I counted on that money to manage bills, but every time I checked there was no progress or update. I used to trust their service, but this delay has left me feeling ignored and disappointed. - Amila
I returned two ASOS orders worth $400 in perfect condition, confirmed delivered to their centre, but never received my refund. It’s been weeks with no response. I feel completely dismissed as a customer and out of pocket for doing the right thing. - Phoebe
I tried for days to return my order but ASOS’s portal kept crashing. When it finally worked, they told me I’d missed the return window. The issue was their system, yet I’m the one stuck with an expensive dress and no help. - Stephanie
Customer support told me I could return one of two dresses past the 28-day policy, so I ordered the new size. When I followed up, they backtracked and said it was too late. Now I’m out nearly $300 despite doing exactly what I was told. - Sandy
How other consumers 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.
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.
Australian consumer laws protect your rights when shopping with ASOS. Escalate externally via:
- Australian Competition & Consumer Commission (ACCC):
- Reports systemic breaches; monitors consumer law compliance.
- Report an issue to ACCC.
- Reports systemic breaches; monitors consumer law compliance.
- State Consumer Affairs (e.g., NSW Fair Trading):
- Free dispute resolution assistance and advice for unresolved complaints.
- NSW Fair Trading Complaint Form.
- Free dispute resolution assistance and advice for unresolved complaints.
- Payment Disputes (Bank Chargebacks, PayPal Resolution):
- If ASOS refuses justified refunds, request a chargeback through your bank or dispute via PayPal’s Resolution Centre.
- 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.
- ASOS Customer Care (Help & Live Chat): ASOS Help Centre
- Complaints Procedure: ASOS Complaints Guide
- Returns & Refunds: ASOS Returns Info
- Social Media Support:
- External Resources:
ASOS Complaints FAQs
How do I submit a complaint to ASOS the fastest way possible?
The fastest way to submit a complaint to ASOS is through Live Chat, available seven days a week from 7:00 am to 11:59 pm Sydney time. You can access it via the ASOS Customer Care page or mobile app. Have your order number, issue details, and photos ready for quicker resolution. Live Chat offers real-time help, making it the most efficient option for time-poor shoppers who need instant support.
What happens after I submit a complaint to ASOS?
ASOS reviews your complaint immediately through its Customer Care team. Most issues, like wrong or damaged items, are resolved instantly or within 48 hours. If your case is complex—like payment or account issues—it’s escalated to a specialist team for investigation. You’ll receive clear email updates confirming your resolution, refund, or replacement, helping you stay informed without chasing updates.
What are the most common ASOS complaints and how can I avoid them?
The most common ASOS complaints involve delayed deliveries, faulty items, and refund delays. To avoid these issues, always check your order details before confirming, keep delivery tracking emails, and photograph any damaged products. Staying proactive helps speed up any future complaints, ensuring smoother resolutions if something goes wrong with your order.
How can I escalate my complaint if ASOS doesn’t respond or resolve it?
If ASOS doesn’t resolve your complaint, request internal escalation by asking for a supervisor review via chat or email. If that fails, external options include NSW Fair Trading for dispute resolution, the ACCC for serious consumer law breaches, or filing a chargeback with your bank or PayPal. These escalation paths give consumers extra protection and often prompt faster outcomes.
You’ve done your part, now it’s time to hold ASOS accountable.
Take the final step and submit a complaint that gets seen and responded to.