Asos Reviews

Name: Asos
Rating: 3.06

3.1 Rating 2,115 Reviews

51 %

of reviewers recommend Asos

Company Reviews

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Metrics

3.1

Based on 2,115 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 21%
Accurate And Undamaged Orders	Greater than 73%
Customer Service
Communication Channels	Live Chat, Email, Telephone
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Avg Email Response Time	2 minutes
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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care@asos.com

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FK / Asos Ordernumber: 907310320

Anonymous // 01/01/2019

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“Disappointing Experience and Poor Service I’ve had one of the worst online shopping experiences with ASOS. My order was delayed by over a week, and when it finally arrived, the item was damaged and unusable. For a company of ASOS’s size, I expected much better quality control and professionalism. The worst part of the experience was dealing with their customer service. Instead of taking responsibility and providing a quick and efficient resolution, they offered no meaningful help. I was told I’d need to return the damaged item at my own expense and then wait even longer for a refund once it reached their warehouse. After waiting so long for my initial order, it’s completely unacceptable to ask me to go through another lengthy process to fix their mistake. This experience has shown me that ASOS does not value their customers or take their concerns seriously. They lack accountability and fail to ensure their products and service meet even basic standards. I’m incredibly disappointed and will never shop with ASOS again. I wouldn’t recommend this company to anyone.”

Helpful Report

Posted 1 day ago

“tl;dr: ASOS bungles order, expects customer to pay to fix their mistakes I placed a $377 order with ASOS on November 27th. It then gave me an estimated delivery date of December 30th. Every previous order I have placed with ASOS has arrived within a week via DHL. I contacted support immediately, who assured me that the order would arrive by courier in the normal timeframe. By December 20th, it was clear the order would not arrive in time for Christmas, so I contacted support to cancel the order. They informed me it would be cancelled and refunded. Today, January 6th, the order arrived at my local post office. I took it home and contacted support once more to find out why the order had not been cancelled and refunded, as I was assured it would be. After ten minutes, it became clear they would do nothing at all to resolve the issue, despite the multiple false assurances by their support. The agent confirmed that in addition to paying the import duties to receive the package, I would need to pay the postage to return it plus a return fee. Three payments to fix their repeated errors. Absurd. Last time I will ever order from this company. They do not care about their customers one bit.”

Helpful Report

Posted 1 week ago

“This company sent me crocs instead of Nikes and when I returned the crocs, they refused to refund me bc I "never sent the Nikes back". How could I? Then they claimed I had fraud on my account and closed it, but had no evidence to back up this claim. Horrible company, can't wait til they go under.”

Helpful Report

Posted 1 week ago

“This platform appeared trustworthy, but after I made my investment, I was unable to access my funds, and all communication with their support team was cut off. I was devastated, thinking my savings were lost forever. Fortunately, I came across: 𝘌𝘮𝘢𝘪𝘭: 𝘴𝘶𝘱𝘳𝘦𝘮𝘦𝘢𝘴𝘴𝘦𝘵7 @ 𝘨𝘮𝘢𝘪𝘭 .𝘤𝘰𝘮 WhatsApp: +44 73-88-69-79-58. Their team was professional, didn’t require any upfront payments, and guided me through the entire recovery process. To my relief, they recovered my entire £277,400. I’m beyond grateful for their help and would recommend their services to anyone who has fallen victim to scams.”

Helpful Report

Posted 2 weeks ago

“I never received my package, even though it showed as delivered. I have contacted ASOS customer support, they were no help at all. After a couple of weeks of back and forth, they just stopped responding. No refund or replacement was offered. Save yourself some time and money and just avoid ASOS altogether.”

Helpful Report

Posted 3 weeks ago

“How are people still buying from them? I ordered two pairs of shoes on the 3rd, in the warehouse they marked the order as send to Royal Mail, but it never even left the warehouse. That would be okay if I didn’t have to spend hours of my life on the useless live chat. They all lie, say whatever they feel like, keep sending the same messages (they all say ‘totally’ it’s so annoying once you notice), they just leave the chat when they feel like it, and just now after and hour I was being reconnected to different agents all the time with everybody ignoring me!! NO ONE RESPONDED TO ME AT ALL. They just kept me on the chat ghosting me. It’s the 20th now and I still don’t have my order.”

Helpful Report

Posted 3 weeks ago

“I ordered a Blue color winter jacket on sale. ASOS shipped a wrong color jacket. Contacted customer service and they advised me to return the item to get refund and order the original Blue color jacket again with the current higher price. They refused to send the replacement item. Order No.: 956502589.”

Helpful Report

Posted 1 month ago

“Disgraceful customer service. I placed an order on the 29th where it stated delivery would be 1st of December. I didn’t receive any emails or confirmation until today (2nd December) where it stated I wouldn’t receive my order until the 9th!!! I PAY FOR PREMIER. Because it took so long for them to inform me of this I’m unable to cancel my order. Wasted over an hour on the live chat for them to just keep telling me they couldn’t cancel the order. I know full well they are able to cancel orders they just don’t want to because it affects their figures. It’s disgusting, I’ve been a customer for YEARS and I am suffering because of their lack of communication and inability to help. I went from speaking to an agent to having a ‘manager’ doing absolutely nothing to help me further. Waste of time, money and stress.”

Helpful Report

Posted 1 month ago

“Used to be fantastic but now prices are up, quality is down and worst of all in my opinion they’re styles look so generic these days- all the same kind of things in the same color palette”

Helpful Report

Posted 1 month ago

“Never buy anything from these people ! Parcel sent to wrong address and was returned back to asos as per tracking and now they are doing everything they can to hold my money .. AVOID !!!”

Helpful Report

Posted 1 month ago

“After being a loyal customer for many years it seems their customer service has took a nose dive. I had two clothing items I needed to return but after being stuck aboard unwell I was late returning them by 9 days. They told me they can’t help me as they have a process. If I bought them now I’d have extended Christmas returns. There was no offer of a credit instead of a refund just a plain no. The lack of flexibility is poor, the lack of customer support is poor. Other large retailers helped me no questions asked.”

Helpful Report

Posted 1 month ago

“Absolutely wretched customer service. The fact that you never talk to a real human being who has any authority to resolve order/refund situations is truly criminal. If you request to speak to a manager, they end the chat immediately. Cowardly and incredibly unprofessional. I used to LOVE ASOS and have been a loyal customer for over a decade. Clearly that means nothing to them. I don't suspect with this type of behavior or customer service, they will be around for much longer.”

Helpful Report

Posted 2 months ago

“Awful! I ordered a pair of trainers but a Lancome face cream arrived instead 🙄 Ridiculous! I sent it back the same day and it took over 10 days for it to be refunded. I had to chase this several times on the online chat system which can be painfully slow! The trainers I originally ordered are now out of stock. Thanks for nothing ASOS 😠”

Helpful Report

Posted 2 months ago

“The site/ return process is a total scam, don't recommend!”

Helpful Report

Posted 2 months ago

“I ordered Nikes, they sent me Crocs. I sent the Crocs back and instead of refunding me, they closed my account for "fraud". I have all the tracking from UPS stating that they got my return. They just don't want to refund me. I'm filing a claim through Paypal and if they don't refund me, my Discover card will. Never do business with this deceitful company!”

Helpful Report

Posted 2 months ago

“I have requested 3 refunds for the different deliveries - they picked them up but never refunded back - this is unacceptable, and I am not being able to reach out to their customer service.”

Helpful Report

Posted 2 months ago

“Terrible company. Lately I have gotten wrong/missing items repeatedly but since I am abroad I can not proceed with the return. Because of their incompetent managers and the people working at the warehouse I have lost money and time dealing with these situations. In 2 months I have placed 2 different orders (~ 150 € each ) , from the first order I had 4 missing items and a wrong one, and from the second order instead of a calvin klein long sleeve men’s tshirt, I got a pride month men’s tshirt (???) . I am boycotting asos as they obviously do not care anymore about their customers”

Helpful Report

Posted 2 months ago

“ASOS is a horrible company. Total bait and switch on the clothes and then they make it impossible to return anything. There is misleading information on what is needed, they don’t send the required emails and then claim there is no chat history so there is nothing they can do because you are outside of the return window. Horrible experience all around.”

Helpful Report

Posted 2 months ago

“MISSING DELIVERY REPORTED OVER 2 MONTHS AGO STILL NO REFUND/ RESOLUTION I am writing to formally lodge a complaint regarding the handling of my missing parcel, originally reported as missing on the day of delivery, 01/07. It has now been over two months of extremely frustrating back-and-forth communication with your customer service team and management, during which I have been provided with conflicting and misleading information about the investigation into this matter. While some representatives assured me that no investigation was taking place, others told me to wait for an investigation to be completed, extending this ordeal by repeatedly asking me to wait another "3 more days." Fed up with the lack of progress, I contacted DPD directly, only to discover that they had been waiting for video footage from ASOS for over a month. DPD has since closed the case because ASOS failed to provide the necessary footage. The delivery driver claims he was instructed to leave the parcel on the porch, but I have sent ASOS a video that clearly disproves this claim over 25 times. Despite this, I was told that ASOS is unable to send the correct MP4 file to DPD, instead sending it as something called a "stamp" – a failure that I was never informed about. This blatant miscommunication and lack of coordination between ASOS and DPD is deeply concerning. Additionally, I am appalled that despite notifying Klarna of the missing delivery, ASOS has informed them that the goods were delivered to the correct address and authorized them to charge me. This is completely unacceptable given that the delivery issue remains unresolved. At this point, I am at my wits' end. I request an immediate resolution to this situation, including either a refund or a replacement of the missing goods, and a full explanation of why this matter has been so poorly handled. Please escalate this complaint to a senior manager or relevant department without further delay, and provide me with a final resolution as soon as possible.”

Helpful Report

Posted 3 months ago

“I live in NL and the website mentions they have a 28 day retour policy. Apparently this is not true because you have to create a return label within 14 days. This is not mentioned everywhere and 14 days is very short. t seems like this is intended to take advantage of customers. If you let customer service know you have missed this extra information they are very unwilling to help.”

Helpful Report

Posted 3 months ago

Asos is rated 3.1 based on 2,115 reviews