Read this through and you will be “impressed” how Asos works. I placed a big order during Black Friday sales. The order was worth 1000 euro and had in total around 55 items. Due to the fact, that you can apply promotions only with orders less than 500 pounds/euros – I had to divide it into 2 parcels, therefore I received 2 confirmations and 2 tracking references for both packages. I was e-mailed regarding delivery date, and was patiently waiting for the order. On the actual delivery date (it was Friday), I received an e-mail that 1 out of 2 packages was not delivered due to the fact that address was UNDEFINED (I received many other packages from other couriers and never had an issue), where second parcel was still on delivery way and should be expected on Monday. I started contacting Asos – they said there is nothing they can do, Asos transferred this package to delivery company and have no responsibility for it, and according to tracking information from delivery company package is going to be returned back to Asos distributor centre. Of course I got upset, its Holiday time, Black Friday sales and presents for family. I asked them what we can do about this situation, and if it’s possible for Asos to re-send this package to me again. They said that according to their policies, that are not allowed to re-send the orders, and all they can do is provide a refund. Basically, they said that I should expect money back on my account within 14 business days, meanwhile I can add all the items to the cart again and place a new identical order – this is the only solution they provided. I said okay, I understand everything might happen in this life and let’s move forward. When I started placing new order, I realized that 20 out of 25 items that were in my order are currently OUT OF STOCK, because everything was sold out during black Friday. That was a big problem, since there were many specific items that I really needed. I also took in account, that Black Friday had 25% discount on all items, where I didn’t have that privilege anymore. Logically, I asked for the Asos representative on the phone, to at least generate a new discount code for me as it was available during black Friday. After all the frustration, I still wanted to understand their part and go forward with it. All I asked is to “put me in the same shoes” as I was when placing the order which was not delivered – this is the only fair solution. Please take in mind, if Asos provides 25% discount code, I STILL CANNOT BUY ALL DESIRED ITEMS BECAUSE THEY ARE SIMPLY OUT OF STOCK. Eventually, my shopping experience went fully in a wrong way. Eventually, Asos representative said that there IS NOTHING AT ALL THEY CAN HELP ME WITH. ZERO HELP WAS POVIDED. They were not willing to provide any sort of compensation…. I also explained them that I am leaving the country for Holidays, and really need my orders according to delivery date, but again there is nothing they can do…. I truly did not see any human being cooperation.. Getting back to the second parcel – first parcel was not delivered and send back to Asos (on Friday), where second parcel eventually successfully arrived on Monday!!!! HOW IS THAT POSSIBLE??? Just to clarify. Both parcels were ordered at the same address. One parcel doesn’t get to the destination point and reason was: ADDRESS UNDEFINED, where second parcel successfully arrived 2 days after?????!!!! Where is the logic???? None of the parcels should of been delivered in this case. There you can clearly understand that it was an issue with delivery company or specifically delivery person, who simply couldn’t find the address in one day, and eventually found it 2 days later….. After receiving second parcel on Monday, I called Asos immediately to clarify how is that possible. They said they are also very impressed that this happened, and it makes no sense how first parcel was not delivered but second got the point. Eventually, they could see that its totally not my fault and it creates a big issues for me as a customer. Therefore, I asked them again what we can do about first parcel that was not delivered, since I really needed those items. Their answer was not different: there is nothing we can do – please place a new order. I asked them straight forward: 1. What about 25% discount that was available during black Friday? I don’t have that option anymore. 2. And what about all the items that I purchased and are in stock anymore? Answer was typical: nothing we can do – we apologize for inconvenience. In my opinion you have more than enough power to make your customer happy and satisfied. Desire is another question. Eventually, I decided to let it go. I lost too many nerves in last couple days having all this discussions with Asos, meanwhile zero help was received. I just decided to let it go…. I’m a fighter type of person, but I realized if they are not willing to help after all my tries and effort – than I cannot make them help me. I still needed my clothing items, so I went online, chose new items (since items that I ordered before were out of stock..) and proceeded with the order. Before making the payment, I decided to call Asos again to ask regarding Premium Delivery. (Reminder: I have to go abroad for holiday and have time limitations, therefore I cannot wait for another 2 weeks for standard delivery, and had to use Express delivery). My question was next: If I am physically located in the Netherlands, but I use Asos UK region for shopping, would Premium Subscription work in this case? Asos representative who was speaking with me on the phone, asked to hold for a minute while he can discuss it with his team, when he got back he assured me for 100% that I can purchase Premium Subscription in Netherlands and use any store region from Europe to make a purchase. All European countries work in chain, and it doesn’t matter from which region you order – it will be delivered within 2 working days by Premium Delivery. I said thank you and proceeded with the order. Eventually, when I received an order confirmation it said delivery should be expected by December 20, which is 2 weeks/not 2 days - after order was placed…….. I called Asos again… Every time you call them – you speak with different person of course. What you think they said? No sorry, if you are from Netherlands you can only use Premium Delivery for Netherlands Region…. HOW THE HELL is your staff so UNPROFESSIONAL AND SO UNEDUCATED? They provide fake information to customers, who suffer from it.. Instead of helping me out with my issue, they put me in even worst situation. Eventually, I decided to never come back to Asos anymore and spread the word about this situation to others. I am waiting for my new placed orders to arrive and I will forget about Asos as a bad dream. This is the worst shopping experience in my life. I lost five days contacting Asos daily through the phone and online chat, spoke with 20-25 different representatives, where none of them provided needed help, but oppositely were providing disinformation and being rude. Couple more things from my conversations with Asos team, which “killed me” : 1. If you go to Asos.nl which is Netherlands region website, under support page they do not have CHAT option available at all. It’s simply disabled for Netherlands. I had to go to UK region, where eventually my order was placed, in order to communicate through CHAT. Ten out of twenty times, Asos representatives were not even willing to cooperate with me, and their reason was: Sorry, you are from Netherlands region, and you speak with Asos UK. We are going to transfer you to NL team where they can help you out. EVENTUALLY THEY SIMPLY CLOSE THE CHAT. There is not transfer. Employees are not even aware that NL region doesn’t have CHAT OPTION. WHO ARE THEY GOING TO TRANSFER ME TOO????? That is crazy and fully unprofessional…. They simply hang up on you and say we are going to transfer you, where nothing eventually happens and you sit and wait there like an idiot…. 2. Staff is very uneducated. They tell you things which they have no clue about. PREMIUM DELIVERY information was fully wrong. Information was fake and manipulated me to do the wrong moves, where I have to suffer again. One employee says one things, another employee says completely another thing. 3. Besides contacting Asos through Online Chat and Phone, I sent them 2 emails, where response should be received within max 48 hours. None of my emails were answered, its been a week. P.S. I am a good person, but I truly hate you for your service and the way you deal with customers. I will do my best letting people know what kind of service you provide especially during HOLIDAYS.