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

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

“More than 38 minutes waiting for her to find a solution on why I havent received a student discount after I applied 3 months ago. After 38 minutes she wrote back and said: Oh this is pending, not your fault but we need a letter from your UNI to prove, the ID card from Uni is not enough etc etc. Then I sent the paper in pdf and she couldnt open it (weird). NO HELP AT ALL! No willingness to help as well. Clearly.”

Helpful Report

Posted 3 years ago

“So, Tried to place an order with ASOS following them sending me a 20% discount code....did not work on their system and concerned re items going out of stock, so placed order and messaged them to ask can they apply 20%....answer no.....asked for someone to look into as surely can see my perspective....answer no. Later tried it and discount code did work, so clearly their system issue. Still no one interested in this. I said I would therefore send order back and replaced order....code stopped working again...they offered me a 10% code instead !? How is that fair? So now I have 2 orders on the way, one with 10% discount and one without. Orders BOTH RECEIVED IN ONE BOX WITH NO INVOICE.....2 x socks packs were both wrong items in both orders, 1 shirts big hole in them, 1 missing item all together.....tried to get help.....TOOK 1 hour and 55 Mins on a chat to get them to refund fir 1 missing item ( still not done just said it would be) and get the returns labels.......they told me to PUT BOTH RETURNS LABELS ON SAME BOX WITH 2 orders.....I said how will that work as Hermes will have One parcel with 2 different labels on ? Which do they scan? It will cause issues. ASOS said no it is OK....so I messaged the Hermes guy and he said I can’t accept a parcel like that! Asked for a manager/ complaint to be logged at ASOS ...answer no...SERIOUSLY, HOW WRONG CAN A COMPANY GET IT......answer THIS WRONG! Seriously dreadful...I have no words to describe it all....above just facts... Agent in last part of chat advised managers are ‘ not capable’ of helping..says it all really.”

Helpful Report

Posted 3 years ago

“purchased a pair of chunky Chelsea boots for my partner, 6 months later one the boots completely snapped in half at the bottom, leaving my partner with no option other than to hobble home with a boot full of mud and water. When reaching out to ASOS online chat, requesting a refund with photo proof, I was told that I needed to package the product and return it to them so they can ‘asses’ the fault and get back to me once they received it within 10 days. I argued that this is preposterous that an unhappy loyal customer with a clearly faulty product, is being asked to go out of their way to purchase packaging (they are very large chunky boots) and return the item via a shops collect service, just for them to ‘assess’ the fault, as though it were something I’d deliberately done myself! When requesting the details of a manger to escalate my claim further, I was just ignored and given a link to leave feedback where my views ‘will be taken seriously’. Absolutely shocking service and will certainly not be purchasing anything from them again, and I shall be cancelling my premier account from here on out.”

Helpful Report

Posted 3 years ago

“Spoke to a member of staff via the live chat on the ASOS website; enquiring about a return i did not receive. I believe her name was 'NATASHA' who wasn't very helpful at all she was quite rude and did not help with my issue. I spoke to a lovely helpful gentlemen over the phone who was able to help me take a step further to working out my issue. I understand that not all staff are unhelpful and rude, but it certainly isn't nice to be spoken to in an aggressive, rude manner and does not portray a 5* online customer experience.”

Helpful Report

Posted 3 years ago

“Ordered a PC screen from Asos, the item I received was broken. I contacted in order to solve the matter - Asos claimed they are not responsible and wouldn't fix/change the screen, After a long argument, I managed to sort a lab checking. I was told in 3 days they will come to take my screen and didn't for 2 weeks, after lab check I was told the screen was fixed, it was delivered and the screen was still not working! I contacted once again and got the same answer that they are not responsible, the manager told me don't care and won't assist. After making some noise I got their attention and was told they will replace the screen, again was contacted to pick up the screen, no one showed up for a month. They picked my screen and contact was lost. I don't have a screen, no one is contacting me. WORST SERVICE EVER.”

Helpful Report

Posted 3 years ago

“Would give 0 stars if I could. Their customer service system is literally the worst. You can't call or email, you have to use a chat which I still can't tell is a real person or robot. I have spent over 2 hours all together on this chat function trying to get an issue with my order resolved. Because of the issue, I had to reject my package to have it sent back to Asos for a refund. However, after a month of no refund, I chatted with them and they claimed the package had been delivered to me. Which was not true as it had been sent back to them. I am still waiting for a refund and not hopeful. I am so frustrated and really wish I had never ordered from them in the first place.”

Helpful Report

Posted 3 years ago

“Not received the goods , contacted customer service but got response, Hello Durga, Thanks for getting back in touch. I understand how important it is for you to get your money back for the order that you did not received. Let me advise further to help you out. As DPD did not accept liability to your order we are unable to refund you for this order as they are claiming that the parcel was delivered to correct address successfully. I would advise you to get in touch with DPD and raise this to them or you can also try to raise a claim to your bank to see if they can refund you for this incident. I know that this isn't the answer you're expecting but I hope you understand that I'm helping you according to our process. If you have other concern, you can try our self-help service link by clicking or, you can also contact us back by clickingThank you and stay safe! Best Wishes, John ASOS Customer Care”

Helpful Report

Posted 3 years ago

“Shocking online customer service, they told me to leave reviews on feedback websites. I would prefer to discuss this with a complaints department or manager and get the issue resolved”

Helpful Report

Posted 3 years ago

“Gladys at customer service was completely unhelpful and after 1,5 h on chat I was basically in the same point.I ve got email confirmation of return nd refund which meant to be issued to my bank in space of 5-10 days.after contacting customer service a month later(as there was no refund in meantime) Gladys told me that I ve to send him a confirmation of postal order for the refund.otherwise he can only give me a gift voucher.I ve received the item at 30th of December.Gladys told me that they would only accept the return nd money refund if the unwanted(very wrong sized)jacket would be returned by...31th of December lol..yes 2 !!!days return policy .I ve post the item back at 9th of January,and didn’t keep the slip after I got an confirmation email saying:your money are coming .I will be avoiding yous at any costs.and spreading this great fame as far as I can.”

Helpful Report

Posted 3 years ago

“I’m quite disappointed with ASOS and customer service. I have placed my order on Friday 26th to be delivered next day Saturday 27th. I have paid for the famous “premium next day delivery” and it didn’t arrive. I have been in contact with customer service several times demanding my refund for the delivery but I received different excuses from them. My parcel is gonna arrive on Friday 2nd ( 8 days later) when I paid £10 for the premium next day delivery. At the moment I didn’t get the refund for the delivery. Very unprofessional.”

Helpful Report

Posted 3 years ago

“After shopping with ASOS regularly £300-£400 a month ! I orders some jeans. Was told a delivery date then had to wait 3 days extra was a absolutely disgusting service via telephone poor communication via email . This isn’t the first time it’s happened with ASOS I certainly won’t be shopping again !”

Helpful Report

Posted 3 years ago

“Item has not received. Ask for refund . Refused to give refund . I am going to contact with citizen advice for further action .”

Helpful Report

Posted 3 years ago

“Terrible company....customer service rude and scarcastic I have had to contact my bank for charge back as after a month and no items received they refuse to refund just keep sending me a declaration email that I've sent and replied to 3 times.... disgusting and rude will never shop here again why they think this is acceptable horrid company oh sometimes reply at 2 in morning or just just ignore you araggont people”

Helpful Report

Posted 3 years ago

“Terrible company to shop with.”

Helpful Report

Posted 3 years ago

“I like to buy online, so naturally, I sometimes had to contact the webshops' customer support. And ASOS has by far the worst customer support! My order was cancelled due to "technical glitch" on their webshop (their customer support words). When I contacted their customer support, I was promised that the item would be added to my bag so I can reorder the item under the same price I had ordered it the first time, as I have already used my coupon on the one that got cancelled. That didn't happen, so I contacted them again. I received the same "promise", but again: nothing happened! I won't contact them the third time; no respect for their customers - no customers. So, bye ASOS!”

Helpful Report

Posted 3 years ago

“This company tries to market itself as being so 'woke' and caring, yet the way it treats its customers is nothing short of brutal. My daughter bought 3 pairs of jeans which weren't suitable, but wasn't able to return them as the whole family caught Covid and we were all really ill for 3 weeks. We then had a bereavement of a close family member. Great start to 2021. She had bought a couple of items from other companies at the same time and they were really helpful and understanding about returns. Not ASOS. It's been a catalogue of disaster, just what you need when trying to deal with illness and a bereavement. My daughter (finally after much haggling with a succession of lacklustre and inefficient customer service representatives) arranged collection of the return. Imagine our surprise when THE SAME PARCEL WAS DELIVERED BACK TO US a few days later!!! Back onto (useless) customer service department, who didn't seem to care that this was not our fault. Still, perhaps they thought it would make a nice change from all that grieving. More hassle, more back n forth with customer service, eventually arranged another collection. We stayed in all day, but the courier was a no show, however apparently this was our fault (🤷🏻‍♀️🤷🏻‍♀️) and now they've refused to take the items back altogether. Thanks ASOS for making a s**t time even s******r. You're USELESS!! Never buying from you again.”

Helpful Report

Posted 3 years ago

“I have bought the next day delivery yearly subscription, it is a shame that their system and customer service does not allow you to make good use of it. In various occasions I have made purchases which my card has been charged with and ASOS has not processed it. This means you don't get your products when you need them. Not only that but this time I have been charged twice and it has not been processed. ASOS is unwilling to provide any gesture despite having experienced the issue multiple times. DO NOT GET IT IS NOT WORTH IT AND IN FACT I WISH A BETTER COMPANY SOON START DOING WHAT THEY DO so that we can stop using them.”

Helpful Report

Posted 3 years ago

“I should have read previous reviews. I received a wrong size and reported this info to their 'customer support'... Was told that i can return the item, pay return shipping which will not be refunded... Even though the item is wrong and not what i ordered. There are many reviews on the ASOS product pages when people received wrong size - please be aware”

Helpful Report

Posted 3 years ago

“We paid for a next day delivery We paid for a next day delivery. In fact, we paid more for the delivery than for the item! We obviously wanted it the next day! The item didn't arrive! But we received a message from DPD asking if we were happy with the delivery! To which we answered "no"! Annoyingly, as soon as we answered "no", the picture that was on the message showing a door which was not ours, disappeared miraculously! Asos instead of refunded the money to us, is asking us to wait until DPD comes back to them. I am extremely disappointed with Asos because I did not buy the item from DPD! I bought it from Asos, so Asos should refund ME the money and deal with DPD accordingly! But Never ask a customer to wait when they have a picture of the item being delivered at a wrong address! The last straw was when Asos told me that DPD acknowledged they did deliver at a wrong address and asked Asos to tell me to go and get it from this other address! ( DPD requested this even though they already knew no one lives at that address! And they know that because we already informed them that we went to the address and no one lives in that house!) Last but not least, how come DPD is asking people to go to other peoples houses to collect items when we are supposed to minimise human contact under current rules!?”

Helpful Report

Posted 3 years ago

“Customer service worst I've come across all done by text...fine till you keep getting swapped to different advisors 3 in one 20 min online contact.Lost count of how many and none have emailed back yet? This issue still ongoing and still no email or update.I know lockdown doesn't help but come on isn't it Customer service to give some sort of service.No phone contact.Last time I'll shop with them.”

Helpful Report

Posted 3 years ago

Asos is rated 3.1 based on 2,116 reviews