It's true that carriers are not always great but I've never been let down by ASOS. It's not convenient to wait for them to confirm whatever investigation needs to be done before giving you a solution but, in 3 years placing orders regularly and to different countries (talking about 2 per month on average) I needed to contact them 6 or 7 times for delays or problems with the order, they have never been ride or refused to help. I think that ASOS needs to improve their process in order to make the experience smoother but also is important to understand that not every problem can be fixed with a click