How can I contact ASOS?

ASOS has a really strong social media presence and are pretty easy to get in touch with if you have any issues with your order.

Their Facebook page have over 4.7millions followers so if you post on their they are likely to get back to you very quickly, they also recommend Facebook as a preferred method of contact on their website.
http://www.facebook.com/ASOS/

Their Twitter although smaller still has 1 million followers and usually you will get a faster response time through Twitter as it appears to be more closely monitored:

They even have an Instagram page which is excellent for keeping up with all the latest fashion trends. You can contact them on here but this probably isn’t the best option.
https://www.instagram.com/asos

If you want to ensure the quickest response then online chat is probably your best option, you will need to be logged into your account to do this but it is very straight forward, just go to the link, log in and click chat.
http://www.asos.com/customer-service/customer-care/help

If you prefer a less technical approach then you can always phone ASOS customer
service line. It is open from 8am to 8.30pm Monday to Saturday, calls cost 13p per minute from landlines and may be more from mobiles. The ASOS contact number is available on our site, for refunds, complaints and more.

If you want to make a formal complaint, then it is best to do so in writing as you can keep a copy of exactly what you said. The address to write to is:
ASOS Customer Care, Building 2 Peoplebuilding, Maylands Avenue, Hemel Hempstead, Hertfordshire, HP2 4NW

Other ways to contact ASOS

You can also email them via their online form, but it is not certain that you will get a copy doing it this way.

After making a formal complaint, if you and still are not happy with the answer or the treatment you have received from ASOS, then you can contact the retail ombudsman. The retail ombudsman are an independent organisation that was created to protect the rights of consumers. They will look at the case objectively and independently and decide whether ASOS were in the wrong. They can also order ASOS to respond to a complaint in a certain way, for example by giving a refund, or removing a charge etc. Please note that the ombudsman may also decide in favour of ASOS if they believe they have acted appropriately. Going to the ombudsman is entirely free of charge.

You can email the Retail Ombudsman here:
enquiries@theretailombudsman.org.uk

You can write to the Retail ombudsman at this address:
The Retail Ombudsman, 33 floor Euston Towers, 286 Euston Road, London, NW1 3DP

The phone number for the Retail Ombudsman is:
020 3540 863 – this is a local rate number.

You will be required to have completed the formal complaints process prior to contacting the Ombudsman so that ASOS will have had a chance to rectify the situation.

If you need any more information on The Retail Ombudsman you can find
their website here:
www.theretailombudsman.org.uk


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