What a shocking company. You pay for next day delivery. Hermes loses the parcel. You call and they expect you to resolve the issue with Hermes yourself rather than ASOS doing it given you have paid an annual fee (Hermes want asos to resolve with them). Hermes admit losing the parcel and you call ASOS three times to explain this which has cost £14.25. All they say is you have to wait 24 hours. 24 hours fo what? We’d already waited a week. Awful Customer service by telephone. Expect a short call to cost you about £5. Then expect the following, They don’t listen to what you are saying They don’t try to understand what you are saying They don’t address the point you are making They contradict themselves They make no attempt to resolve the problem. They charge premium rates if you call them. Live chat simply close the chat and cut you off. All the above applies and offers the same routine and nonsense. Eventually I got a refund through contacting with facebook messenger but they can’t refund the outrageous call costs.therefore i’m over £14 lighter by calling the so called customer care team. All the person did on messenger was to confirm what we’d been explaining to tell them all along. Now they say that they won’t reimburse my calls because. Are you ready? Because they aren’t equipped to take large volumes of calls and for that reason do not advertise the ‘customer service’ telephone number. Couldn’t make this up!