Asos Reviews

Name: Asos
Rating: 3.05

3.1 Rating 2,120 Reviews

51 %

of reviewers recommend Asos

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Metrics

3.1

Based on 2,120 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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“My order when to the wrong address. Multiple time I contacted them on chat and they said they'd stopped the delivery carried out by evri and it would be returned to them and I'd get a refund. It showed on the evri tract that it wasn't delivered. I kept contacting them for updates. They said wait. Few weeks later evri sent it to the address that was cancelled and ASOS refuses to give me a refund. I never used the address for over 10 years and some how instead of going to my current address it was put as a very old address. I stopped it from being delivered and they told me not to worry and I'd be refunded but it was then ignored by evri and sent anyway They suggested I travel the 10 hours to collect my parcels as they wouldn't be given me a refund Do not order with them, any problems and the couldn't care less. Their customers service is shocking Worst company I have ever dealt with”

Helpful Report

Posted 1 day ago

“Bought 2 wool jackets at £180. Week later the price dropped to £144. Contacted customer care. And the only solution they could give me is to return. And then repurchase. Customer care sent me one email and then closed the case down eventhough its not resolved.”

Helpful Report

Posted 2 days ago

“Don’t order from brand partners! You can’t send it back to asos via Evri. I ordered new balance shoes not realising I can only send it back to their company and you have to return via UPS, which has awful opening hours and no nearby drop off points. The customer service couldn’t do anything and just said you have to send via UPS drop off which I can’t! Very unclear.”

Helpful Report

Posted 4 days ago

“They delivered my order to the wrong address but I cancelled it and they said it was getting sent back to ASOS and I would get a refund It got sent and they won't refund me Worst company I've ever experienced”

Helpful Report

Posted 4 days ago

“I paid around 200 in tarrif fees and that was the reason i wanted to return them, as a student its way over my budget and i totally forgot about those fees. After i requested a return during the available time frame and payed the shipping fees, I was still not able to return them since i was visiting family outside the country for a funeral. Once i came back i immediately went to return the items but the 28 days had passed. i went online and it says that my return was registered online and confrimed but even after talking the a manager they said theres nothing they can do...”

Helpful Report

Posted 2 weeks ago

“Worst customer service ever. The live chat are practically bots and ignore everything you say. I paid next day delivery to then get told it wasn’t arriving till Friday. It’s now Sunday. My order was made on Wednesday. Thieves is an understatement for these people. I’ve used asos for years but now I’m wondering who they’re now run by. I feel like they were trying to blame evri for my order not arriving but when I checked the tracking they actually hadn’t received the item yet from asos. That or asos just uses scammers for couriers and doesn’t care because they think they can scam their customers out of money. No asos, that’s not how it works. Us customers are protected under the consumer rights act and can get our money back. You should be reported to the trading standards for stealing peoples money. Luckily I know my stuff and able to get my refund. But I will never ever use ASOS again and will spread the word to my friends and family to never use them”

Helpful Report

Posted 3 weeks ago

“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 month 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 month 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 month 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 1 month 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 2 months 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 2 months 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 2 months 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 2 months 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 2 months 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 3 months 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 3 months 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 3 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 3 months ago

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

Helpful Report

Posted 3 months ago

Asos is rated 3.1 based on 2,120 reviews