Asos Reviews

Name: Asos
Rating: 3.06

3.1 Rating 2,116 Reviews

51 %

of reviewers recommend Asos

Company Reviews

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Metrics

3.1

Based on 2,116 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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“Efficient postage, great value for money.”

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Posted 6 years ago

“There website is so easy to use with the widest variety of products.they always have what your looking for and are fully stocked with a wide range of sizes”

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Posted 6 years ago

“I ordered some trainers and they came in excellent time. Process in whole was very nice.”

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Posted 6 years ago

“Ordered 28th due on 31st for £620 worth of clothing. Didn't arrive 31st then 1st came and only a feq items arrived. Raised the issue that I wanted to speak to manager and that takes a week. Similarly to the below reviews they keep robbing you off 'wait 24h, wait 48h' etc etc. Then spoke to someone called Andrew over the phone who had me on mute for ages while I was telling him the problem and was consistently patronising and rude. No joke. I kid you not the absolute worst customer service agent I've been out through. Customer service here is awful. Go to revolve clothing they're the new asos. Way better service. I'm still waiting for managers to speak to me and tell me what the hell is going on. And they refuse to take complaints. I have a bit feeling that asos may be going under or something and they can't fulfil orders.”

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Posted 6 years ago

“Great range of choices and the user friendly nature of their website is highly appealing.”

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Posted 6 years ago

“I received the wrong item, and was not granted a refund. When I spoke with customer service about the issue, I was dismissed and treated rudely.”

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Posted 6 years ago

“I was trying to order 1 shirt off their website and saw there was a student discount promotion going on so I registered using the email. The code was never sent to my primary email so I contacted the customer help chat online and had to get in contact with 3 different staff to help me verify that I'm a student. They needed pictures on my ID's and a copy of my student VISA so I could qualify for a 10% discount. Who would have thought getting this discount would be like applying for a mortgage. I still have yet to receive the code because their specialist team has to approve my documents, which takes 24 hours. I have had enough and am definitely take my business else where”

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Posted 6 years ago

“I use to REALLY enjoy shopping here, this past order has been by far the absolute worse experince I have EVER experienced while shopping. I order one coat a single item around the very beginning of the month, it was expected to arrive around the 28th which was fine. I bought the item because I was going out of town and had no coat and was leaving the 1st of the following month. Well the expected date arives and behold no package. I contacted customer support and this is when it took a turn for the worst. They argued over and over for almost 20 minutes until finally saying we needed a extra day for shipping it will be there the 30th. Two days pass and still no package so I contact them again. And the proceed to continue to tell me oh the date of arival was changed now to the 31st. At this point I was frustrated and anxious since I was going to a new city with out a coat because I was relying on them. And asked the customer care lady “it will ABSOLUTELY be here tomorrow right? No matter what you are tracking it and it will be here” and she told me yes. So the 31st comes usps has been to my house already and no package. I contact ASOS again and they tell me the same thing “wait till the end of the day it will be there by today” I explained usps has already been to my house and they proceeded to tell me to wait it will be there today and ended the chat on me before finishing the conversation. Here comes the big issue. Of course it didn’t arrive it’s now the 1st of next month I went out and bought something new in place of the jacket I planned to have. That morning I recived a email stating that my package JUST SHIPPED ALMOST 3 WEEKS LATER. I tried contacting customer support again. Not just about the package being gone, but now for the terrible customer support. He argued back and fourth for awhile he told me “it’s now expected Nov. 06 wait until the end of the day, if it’s not there by Nov. 09 then we can look into it” although he acknowledged that it’s incredibly late. And offered me 4.99 back on the product and said look at our website for promo discounts in exchange for the bad customer support. I asked to speak to a supervisor or anyone able to help me since clearly this situation was above his capability but he refused and just like the last lady I spoke to closed the chat before meeting a resolution. Long story short WORST place to buy anything”

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Posted 6 years ago

“Good quality clothing at competitive prices.”

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Posted 6 years ago

“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”

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Posted 6 years ago

“So easy to navigate the website. Save items for later which great for payday! Lots of offers and sales which makes it even more exciting”

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Posted 6 years ago

“Poor customer service, rude staff, dirty used items received twice and when asked for refund straight away denied. Con artists”

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Posted 6 years ago

“Quick turn around of purchases”

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Posted 6 years ago

“Excellent service. Variety of products”

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Posted 6 years ago

“Long story But worst service ever - After 2 days of being fobbed off told I could not make a complaint Shocking”

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Posted 6 years ago

“Useless. In breach of contract and say they can't do anything for another 3 days. They're already 2 days late - you'd think they would want to do something about that but apparently they don't care. Meanwhile, over £400 of my belongings are sat somewhere in Wembley according to my tracking information with no explanation! So either ASOS think it's ok for couriers to steal people's orders, or they think it's ok for couriers to do whatever they like with your stuff for 4-5 days before they actually give you your order! Either one...ridiculous!”

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Posted 6 years ago

“Took my money and then tell mr item not in stock...thiefs!!”

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Posted 6 years ago

“Very well priced clothing and large range. Only critique is the use of hermes for free deliveries which are not good.”

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Posted 6 years ago

“The returns are very straight forward and free. They give a refund and not a credit note which is preferable so that you can shop where you choose”

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Posted 6 years ago

“ASOS lost my parcel worth over £150, Hermes confirmed the parcel was lost, ASOS refused to act on the missing parcel until 10 days later! And I’m still waiting!! The customer service team are rude and to be honest do not care in the slightest. The use templates for their email replies and do not even bother to look trough your previous emails before replying. They also assure you they have escalated your complaint and will send you another parcel for another member of staff to then tell you, after you contact them again(!), this has never been done and their not allowed to do it. So basically tell you lies!”

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Posted 6 years ago

Asos is rated 3.1 based on 2,116 reviews