If you're an ASOS customer, you'll want to read this. I was a loyal customer for years, mostly as a 'premium' member. This is what they did to me... Yesterday, I received an email from InPost confirming that an ASOS return left in one of their lockers had been 'lost'. I contacted ASOS and got a refund (£72). Fine. While checking my PayPal account, I discovered that two other ASOS returns hadn't been refunded. I'd posted them in the same locker on 21 October. I checked the tracking on them and both were "in transit" - i.e. "lost" or, as is more likely given the pattern here, "stolen". So I contacted ASOS again and spoke to a helpful chap called Nitesh. He confirmed in writing that he'd these two returns: one for £170, the other for £355.88. Great, I thought. I got emails confirming the £72 and £170 returns but not the £355.88. Probably just a delay in the system, right? I'll check in the morning. Well, today I wake to an email from ASOS that reads: "After an assessment of your account, we’ve made the decision to not process your claim as your account activity is not in line with our Terms and Conditions. Your account has been deactivated and we’ve made the decision to not accept any further orders from you. In the event that any orders are placed on a new or any associated accounts they will be automatically cancelled and your account and any associated accounts will be deactivated, as per our Terms and Conditions." No explanation, no more ASOS account and, importantly, no refund (despite me having it in writing). I immediately went to the customer service chat and they told me that this decision had been taken at the "highest escalation" (whatever that means). I asked for an explanation and was told they couldn't give me one because my account had been closed. At this point it's bordering on a weird Kafka-esque nightmare. My returns get lost/stolen and for some unknown reason my account gets cancelled and ASOS decides to keep my £355.88 (sounds a bit like fraud to me) - but they won't tell me why. What's weirder is that, according to the email, if I take this up with PayPal, ASOS will "be able to provide information to them regarding your account to support their investigations." But I can't have that information? Is there a complaints email? No, I'm told. How do I contact someone more senior? You can't, I'm told. It was only when I produced the written promise of the £355.88 refund that they said they would pass it on to the relevant team, who would then email me. Assuming that's fruitless, what do I do? I can go to PayPal and spend an age trying to get my money back. But that doesn't get my ASOS account back or make up for the stress. So I've come on here to warn other customers and hope that someone reasonable from ASOS reads this and does something about it (refund, reinstatement, apology, maybe a token of their regret at treating a long-time customer like this). Because it's so bad it's almost unbelievable.