What a horror show in customer experience, they read from a pre set script, no one cares to investigate properly delivery issues. Be ware when ordering from ASOS and don't select the click and collect option! I placed two orders 882329064, 881117919 during their back Friday within a few days of each other. I selected the click and collect option, to collect at a DHL pick up location, Hema, Beek. I received an email that the package was delivered at the DHL pick up point....but not an email with a QR code that is necessary to collect it. I also never received an email that it was ready for collection only that it was delivered to a DHL pick-up point with a signature on package 1 with the name Zoe, and package 2 the name Roel I went to the DHL pick up point three days running, they said that that delivery did not exist in their record and they could not find my package. I begged them to keep searching and they could not find it and said the package did not exist in their system. I contacted DHL by email, by phone, by chat they said they can do nothing for me if I am not the sender. By day 5 the packages were being returned to sender. I contacted ASOS from day 1 and they kept asking me questions as if it was a home delivery and if I am sure that it is not at a neighbour or left at outside my house. I kept explaining that it was a click and collect package which is also indicated on the order and they keep asking me these questions, to check with neighbours! Further when the package was returned to sender they are asking me if I refused the package,,,after I explained what seems like a million times the situation. If anyone took the time to investigate, it is clear, the service level with DHL was wrong either through their or DHL's fault. I selected Click and collect but the service level was still home delivery. So they delivered it to the parcel shop and it showed as a successful delivery to that location, the end. But it was not then passed through the flow of a parcel for collection so the pick up location could not see it. I spent days contacting, calling, emailing chatting with ASOS and DHL but no investigation really took place. Horrible customer service! Stacey Metivier Netherlands