ASOS
View company profile →
Technical failures, misleading payment process and refusal to comply with legal obligations
I have now had at least 8 chats and email conversations with ASOS customer service about the same issue. The problem started with technical errors on the website during payment: for example, I select iDeal, but I get redirected to a PayPal page. After that, I receive an error message, the items appear as ordered, but then they get cancelled automatically. Instead of acknowledging this as a technical issue on the ASOS website, I was taken through long troubleshooting steps that led nowhere, with vague advice like “contact your bank.” That makes no sense – what does my bank have to do with being redirected from iDeal to PayPal? This is clearly a fault on ASOS’s side. This problem has occurred repeatedly, I have given feedback multiple times, yet nothing is solved. The website is misleading because it promises one payment method but forces another, and then cancels the order. Meanwhile, ASOS refuses to provide me with the legally required contact details of the legal disputes/complaints team, despite me asking for them in every conversation. Instead, I am told to wait 24–48 hours for a manager – which is not a lawful substitute. According to the EU Consumer Rights Directive (2011/83/EU, Article 6) and the UK Consumer Protection from Unfair Trading Regulations 2008, ASOS is required to provide consumers with clear and accessible information and to refrain from misleading or unfair practices. ASOS is failing on both points. I therefore expect: • Compensation for the time I wasted because of ASOS’s misleading website and repeated failed orders. • Immediate shipment of my cancelled items or a proper replacement solution. • The direct contact details of the legal disputes/complaints team, as required by law. ASOS should take responsibility instead of blaming customers, hiding behind vague excuses, and ignoring legal obligations.