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

“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 !”

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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 .”

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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

“So easy to return with reusable postage bags and system that links to a post office label they print off for you at the post office and it’s free to return.Quick refund and keep you updated all the way. Next day delivery for a year at just under £10 absolute bargain!! They have so many clothes and option even their own brand is such good quality. I don’t need to shop anywhere else. I used to find that the items I wanted where never in stock but I just put my size in now so I’m not seeing anything I want but can’t have .”

Helpful Report

Posted 3 years ago

“We returned an item in January 2021. ASOS have an agreement with Fastway in Ireland with ASOS. The item was lost somewhere by another carrier once it left Ireland apparently and ASOS have frustrated our every request to refund our money. First they ask for the tracking number, when you provide that they then ask for something else and then something else after that. We’re very patient but they have gone out of their way to make sure we just forget about the item we’ve returned. We’re hugely disappointed with their approach and would be very wary about buying from them again.”

Helpful Report

Posted 3 years ago

“Well, look. Convenience and choice aside, ASOS has some of the worst and dodgiest customer service going. They have screwed up multiple times with me over the years, but recently they refunded half what was owed, then when they finally refunded the rest, they sent it to my ex’s card, after telling me they’d send it to my PayPal (I have screenshots of this, but they told me they don’t care and they’re keeping my money). So, yeah. Shop with caution, because they don’t care about their customers at all.”

Asos 1 star review on 24th February 2021

Helpful Report

Posted 3 years ago

“This company is running what seems to be a shipping scam in which they promise free shipping, but unload delivery fees to the end user only at the post office. But their refund can only be initiated once the item is received (which also requires a hefty postage fee). So you have no choice. Even if you wait for the Post Office to just return the item to sender, you run out of time to meet the exchange window. Customer service representative handling the issue gave us no solutions except to go on and on about how there was an issue with this and that. So we decided to eat the cost of the fees, but we will never be shopping here ever again. This is not what a global retailer should be. Highly discourage others from shopping here.”

Helpful Report

Posted 3 years ago

“I wish it could give it -100 stars but will have to do with 1 star WORST COMPANY and WORST EXPERIENCE EVER! This is my first time writing a review - experience was so bad that I had to write one. I will just say that I have experienced better service on ebay and that's saying something. NEVER AGAIN!! KEEP AWAY!!!!!!! I ordered a 5 pack of an item, they sent me a 3 pack. I requested they send me another two as they set me only 3 and I ordered 5. I provided images not only of the three items but of the packaging including the tracking number and barcodes on the shipping label and it clearly says "3 pack" on it. They refused, they said first I need to send the first three back so they can 'verify' it which will take 7 business days and then perhaps give me a refund, and perhaps not. I don't have time for this nonsense, I work all day every day and need to hold my job. They had all the details and photos and they could easily check all the details, check the barcodes, check their warehousing and inventory management systems and check what they sent me, but they refused to and instead sent me a bunch of hoops to cross through, in the hope that it would be too much and I would just forget about it. Well I havent and I will never shop with them again! Even eBay once you send photos, they check what they have sent you and if you are correct they will send you the missing pieces without hesitation - I know because it just happened to me on ebay.”

Helpful Report

Posted 3 years ago

“AVOID terrible service. Sent wrong item then wouldn't offer the discount price for a replacement even though it was their error. Buy elsewhere.”

Helpful Report

Posted 3 years ago

“I was disgusted with ASOS. I ordered a pair of shoes and a skirt for my wife's birthday. They sent me the shoes two sizes too small and the skirt was also sent two sizes too small. I do not have the time to return items and nor should I have to. I confirmed the sizes I ordered on my order details. Stay well away from this company they are a pack of cowboys. Oh and don't try and send them an email because that is an impossible mission. Ron”

Helpful Report

Posted 3 years ago

“Absolutely shocking service rubbish customer service no help what so ever rude and patronising. Loose your orders don’t notify you, don’t help when contacted for help, don’t stick to what they say and lie about resending it checked with my delivery company and they didn’t even receive the parcel and ASOS said they sent it out but they didn’t”

Helpful Report

Posted 3 years ago

“Really poor service they lost my order and didn’t update me nearly 2 weeks on and still no order received ... terrible customer service been pasted on to 4 different people to help me and none succeed still have no idea where my order is or what there going to do to sort it asked for them to resend it on next day delivery no reply or attempt to help”

Helpful Report

Posted 3 years ago

Asos is rated 3.1 based on 2,106 reviews