I had never realised how many bad reviews Asos had in most reviews websites, including this one. I have had many bad experiences with Asos in the past, but I have always given them another chance because of the Pros: - next day delivery - easy way to return items However, pros become weaker when there are so many issues and for me, this is the last time. I hope this can help someone to avoid the struggle and so much time-consuming that bad service represents. I recently ordered 2 items and paid extra to have them delivered Next Day Evening. The item was shipped 4 days after the order was placed. In that time, since it was a very important order (otherwise I wouldn't have paid extra for a such specific delivery), I contacted Customer Services via email, chat, Messenger and IG: - IG messages: these were deleted by Asos without giving an answer and there were very polite messages (I would never think of swearing, insulting, etc. when writing CS since I have worked many years in the industry and I know how hard it can be at times). I have encountered other people that had had this in the past, but deep inside I thought that they had sworn or being rude, etc. But obviously, asking for help is not tolerated that well. - Messenger: noone read my message until 6 days after my order was placed (and finally received). Their notes say that they reply to you within 24h. Busier times? Increase the team; I am sure that a billion-pound business can afford to have a large enough customer service force? - chat: I was disconnected 3 times and the time someone didn't cut me off and really try to help they said that they were not prepared to deal with queries that they just know about what is in stock. - email: no one replied to me until the day my parcel was shipped and they blamed the courier saying that they could not control if the courier was not delivering the item (wrong, to be honest, it is the responsibility of the sender to make sure the item arrives - but this is another thread). I know courier services are very unreliable most of the time, but blaming someone for something they are not responsible for it is simply bad practice and pretty unfair on the courier service. In the end, I received my parcel 5 days after order it, 4 days after the scheduled, paid, specific delivery. So I decided to return the items since they were no longer needed. Well, issues continue: - I requested a refund for the Next Day Evening Delivery and after several attempts, someone said they had issued the refund back to my Paypal, 2 weeks later I am still waiting and nothing has hit my account. - The parcel I sent back (thanks to having a tracking number from Royal Mail) was delivered exactly 48h after sending it out. No refund has been received and it has also been over 10 working days (which it the limit Asos asks you to wait for), 2 weeks in total. Noone knows anything. I hope I can solve this issue and I get both my refunds so I can finally close my account with Asos and stop using them altogether. You reach a point whereby you expect a service to be as good as what a retailer can offer you to sell; unfortunately, Asos has the worst Customer Service I have ever encountered both in my professional career and as a customer. Customer Service is not an easy job (I've been there), but the attitude of some advisors is appalling and Asos definitely doesn't seem to invest in training to have people ready and available to help customers on the spot. Customers spend their money and they deserve being treated properly and helped when needed. For Asos £100 order/refund might be nothing, but for customers, this is money (a lot, for some) they have probably worked very hard to get to spend £100 and having such bad experience is really daunting and unfair. I wouldn't say "don't use them", but if I was new I would make sure I checked people's experiences to understand if it's worth it in the long run. I am definitely not using them again.