Asos Reviews

Name: Asos
Rating: 3.07

3.1 Rating 2,106 Reviews

52 %

of reviewers recommend Asos

Company Reviews

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Metrics

3.1

Based on 2,106 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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 7 hours 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 day 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 1 week 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 weeks ago

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

Helpful Report

Posted 3 weeks 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 4 weeks 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 4 weeks 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 4 weeks 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 1 month 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 2 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 2 months ago

“Shocking service - shopped with them for 10+ years and suddenly had my account suspended and refund refused because they didn’t deliver all items ordered!”

Helpful Report

Posted 2 months ago

“NEVER BUY FROM ASOS NEXT DAY DELIVERY EVER! THEY HAVE NO RESPECT FOR ANY CUSTOMER AT ALL. STANDARD RESPONSES. Sold me "next day delivery" and this is the 3rd time they have falsely sold a "next day delivery" and once again there is NO next day delivery at all. I contacted fastway at 2:59pm and they said that "IF YOUR PARCEL HAS NO TRACKING EVENTS FOUND, PLEASE CONTACT YOUR SUPPLIER AS YOUR PARCEL HAS NOT BEEN DISPATCHED FROM THE COMPANY YOU PURCHASED FROM AND HAS NOT ARRIVED AT THE FASTWAY NETWORK! I then contacted you immediately and I was told saomething completely different that involved "be patient" is has been shipped and will be with you. All I got from ASOS customer support agent was: 1. be patient 2. here is another dress you can order 3. we can refund the next day delivery charge. Called again at 8pm with no delivery and ASOS now writes: "Upon checking the same, I have found that the parcel was under process but it didn't get shipped due to some issue and I am sorry for that because I know that this wasn't something which you have expected but please don't worry, the parcel is still under process and it will get in transit by 6th of August and we need to wait till 6th of August and if the parcel will not get delivered by then, we will be able to take further action on this as per the company policies." Once again. Wait. I ordered on 31st July for next day delivery for my sons wedding. Today is the 2nd August and nothing. I just know that a simple phone call from yourselves to Fastway earlier in the day may well have yielded better results and insisting I "be patient" and wait until tonight. ASOS always offers a next day delivery option for a price! But it seems after 3 times of the same thing - it is now clear that there is actually no "real" next day delivery and ASOS are simply afraid that the customer will simply purchase elsewhere and abandon the cart and walk away. Doing business this way - they get the sale, the payment and then can "worry about the delivery" afterwards. Disgraceful. Deceitful. Absolute appalling treatment of customers. I would rather you simply told the truth and said "no, we really cannot get this to you the next day". At least it would be the truth. NOW - ASOS wonderful customer service attitude is: wait until 6th Aug (5 days after it was due here) and then if it does not arrive - then call us. In other words - ASOS does not really care for their customers at all.”

Helpful Report

Posted 3 months ago

“just now Do not buyIf I could give zero stars i would. Returned a faulty dress and was charged postage and a return fee. I was promised a refund and all of a sudden ASOS can't find the chat history despite me having screenshots. I've put in a PayPal dispute.”

Helpful Report

Posted 4 months ago

“Terrible costumer service. They are not willing to help, and refused to take an item return because I was 1 day late on a special return policy.”

Helpful Report

Posted 4 months ago

“Hell would have to freeze over before i use asos again. Bought a pair of new balance which were not delivered after 2 weeks, raised this with asos , who raised it with the courier evri, had 2 wait another 2 weeks as evri were claiming to have the parcel and it had been misplaced but they would search for it. As we all know this did not happen I has to wait 4 weeks for a refund with a snotty attitude. Never again , poor customer service skills.”

Helpful Report

Posted 4 months ago

“Marc @ Asos Customer Service; I recently had the pleasure of interacting with Marc from ASOS Customer Service, and I must say, he is an absolute credit to your team. I encountered an issue with a return, and Marc resolved it within an impressive three minutes. His efficiency, professionalism, and friendly demeanor turned what could have been a frustrating experience into a seamless one. Marc truly exemplifies outstanding customer service. Thank you, ASOS, for having such dedicated individuals on your team!”

Helpful Report

Posted 4 months ago

“I raised a return within the returns window, granted on the final day of the returns period but still within it and the app said to wait for the QR code to arrive. After a day it still hadn't arrived which was odd so I contacted customer services the following day expecting them to simply be able to send me a new QR code no problem. Except that's not what happened. Despite having a returns reference they refused to send me a new label as I was now outside the returns window. I then said well in that case are you saying I need to return the items myself. Again no, despite having a returns reference and the app STILL telling me to "hold tight" for the QR code they said that my return would be refused as it was outside the returns window, despite me having a returns reference. I mean even if the QR code had arrived it still would have technically arrived back with them outside the window.... but that would have been ok, just not ok if I had sent my own. I've been an ASOS customer since it was as seen on screen way back in 2003, but this will be the final order I place with this company. Stores such as Next and H&M have taken returns in the past from me a month out of the window (I was a new mum, I forgot my own name let alone the date back then), that's good customer service. this response from ASOS is beyond me and I am honestly still flummoxed that they can't just send me a new label so I can return the items as planned.”

Helpful Report

Posted 5 months ago

“Looked after me well, when stock was unavailable after buying. Asos allowd me 50% off discount code initially used to buy what was I stock as well as other products equal to amount spent in the 1st place. Thank you for this customer service it was very important to me 👌”

Helpful Report

Posted 5 months ago

“worst online shopping experience from a big provider EVER - Delivery in their system had been confirmed - but at a location about an hour away from my house - chat online - when you get a human - have no authority to do anything - then - just went on and on - wasted hours on contacting them to get this - Once there's a visible scan saying that your order's returning back to us, it may take additional 15 days for us to receive and process your order for a refund. NOT HUMAN, Customer 'service' not local so no clue... disgusting”

Helpful Report

Posted 6 months ago

Asos is rated 3.1 based on 2,106 reviews