Asos Reviews

Name: Asos
Rating: 3.06

3.1 Rating 2,115 Reviews

51 %

of reviewers recommend Asos

Company Reviews

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Metrics

3.1

Based on 2,115 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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“This company has TERRIBLE customer service. The clothing they sell is mediocre at best. Returns are extremely difficult. They say returns are free in the US, but do not specify that you MUST return through UPS. I'm a US military member stationed at a US base overseas. The items I purchased took 2 whole months to arrive, then they had the audacity to make me jump through hoops for a return label, only to be told I'd have to pay for the return since I don't have access to a UPS. I'm sure this large company gets even richer by this sleazy business scheme. I will never purchase from this retailer again.”

Helpful Report

Posted 2 years ago

“Delivery! They keep sending emails saying delivery attempted but no one there to receive it. Absolute lies - there’s always someone there to receive it. Unable to contact a person. Online chat assured you it will be delivered but no delivery”

Helpful Report

Posted 2 years ago

“This company takes your money, uses Evri for deliveries (who everyone knows are the most unreliable delivery company in the UK) then simply don’t deliver. They had my money for 12 days then said they’ll refund, which takes up to 14 days. That means they’ve had my money for 26 days! And I don’t have the things I ordered which were for a birthday present. So major disappointment. They show items in stock, take your money, then say they’re not in stock. ASOS have NO complaints procedure! You just go round in circles from chat to chat with customer care. They can’t be reached by email or phone. Terrible customer service. Please avoid and shop elsewhere if you possibly can. Don’t ever rely on getting your order if you do take the risk!”

Helpful Report

Posted 2 years ago

“Delivery took much longer than what was quoted and I had to pay $90.00 in fees to the post office to receive my package. ASOS must have been aware as they have been in business for some time. I am afraid to send back and request a different size for one of the items as I am not sure what type of 'hidden' costs may come my way. One of my daughters is waiting for a package as well so we are concerned with what her additional charge will be. My daughter who lives in the States did not receive a 'surprise' tariff charge, but after talking to my girls, all 3 of us are dropping our accounts and I have warned the women that I have recently shared the site with to not bother with the site.”

Helpful Report

Posted 2 years ago

“Never received my order! I placed an order that was “delivered” a week ago, but I never received it. I requested a replacement TWICE and have not heard anything back!! Customer service is HORRIBLE!! No refund, no replacement. I’ll never shop here again!”

Helpful Report

Posted 2 years ago

“Everything is great and on time!”

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Posted 2 years ago

“Great prices. Great customer service”

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Posted 2 years ago

“Very inconsiderate customer service! Spend over an hour explaining that I need a refund for a wrong item that arrived in wrong style and they said u need a barcode that arrives on a shipping package I don't have ! Very obsolete type of service and would never order from them again”

Helpful Report

Posted 2 years ago

“I was sent a late shipping notice, which according to US FTC law means that I can reject the late shipping and get a full refund if I contact the company and tell them I'm rejecting the late shipment. If they choose to still send it, then I am still entitled to a refund without having to return the item, as the item is considered a free gift at that time. So in this case, the same day that I received the late shipping notice (much sooner than the allowable time frame I have as the purchaser), I contacted ASOS customer service and told them that I dd not consent to the late shipment, and so they needed to refund me. They said it was too late for them to cancel the order, which was odd since the email I received was literally about how they couldn't ship it yet, so I don't see why they couldn't/wouldn't just cancel it, but that's their prerogative (following the law and refunding me regardless is not, of course). I explained to them that either way they had to refund me and even if I eventually got the items, I wouldn't have to return them for the refund based on ftc law, so I encouraged them to just cancel it. The customer service person acknowledged the US FTC law and clearly stated that I would get a full refund, and that I would not have to return the items for the refund (see the other documents I uploaded for the transcript: “me: since it's coming later than originally promised, which is why i got the notice, i have the right to refuse the new shipping date and get a full refund ASOS [05:09:27] Yes that is correct. me [05:09:42] this is the ftc law ASOS [05:09:45] Yes. You will still be refunded for this don't worry. ... me [05:11:28] .. since i haven't accepted the later shipment time, i don't need to return it for a refund. [05:11:45] so it would probably be best for you to just cancel it now before it's sent out. [05:12:24] since i don't have to return it but i am entitled to a full refund, since asos sent me a revised ship time, and i'm letting you know now i don't consent to it. ASOS [05:12:35] Yes you will not return it.”). He said he couldn't process the refund yet, but (for some reason) once I gave them the shipping info (which obviously I hadn't received yet since they were shipping it out late -hence this whole thing), they would process the refund without return. When I did find the shipping info, I contacted customer service again, but they broke their agreement and FTC law and refused to refund the order without a return. As you can see, the first customer service rep clearly promised a refund without return (as per FTC law), but then when I took the extra steps (which I probably didn't even need to do) that asos (bizarrely) claimed they 'needed' to process my legally entitled refund, they broke their promise/agreement with me and the law and refused to process my refund.”

Helpful Report

Posted 2 years ago

“Purchased a Napapijri duffle bag for a small fortune. 18 months later the material that hold the carry straps have frayed and I am no longer able to use the bag! Poor quality item, never again!!!!! Buyer beware!”

Helpful Report

Posted 2 years ago

“lying to me without shame. Wrost app ever, they just cancell your order without reason, and you just keep loosing money on fees, , angents lying everytime saying '' your order its shipped '' then got email order its cancelled, don't buy here all scammers.”

Helpful Report

Posted 2 years ago

“Awful customer service and policy for some countries. Will not use it just because of that.”

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Posted 2 years ago

“Make sure ALL TAGS ARE ON ITEMS I received an item without any from of tags MAKES IT DIFFICULT TO RETURN THE ITEM THAT DOESNT FIT!”

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Posted 2 years ago

“Very hard to reach and un-helpful customer service. Won't buy from Asos again.”

Helpful Report

Posted 2 years ago

“Das hat mir alles sehr gut gefallen! Die Mitarbeiter in der Verwaltung sind freundlich, die Lieferung erfolgt schnell, die Auswahl ist groß, die Qualität der Kleidung ist sehr gut, ich bin begeistert!!!”

Helpful Report

Posted 2 years ago

“Put 2 items in basket each made to reset password with email link returned to website nothing in basket. What I wanted now SOLD OUT”

Helpful Report

Posted 2 years ago

“Payed for next day didn’t turn up so cancelled order but they ignored this and dispatched two days later, will never use again!”

Helpful Report

Posted 2 years ago

“Worst Customer Service ever!! I have tried to reach out to customer service on many occasions. They have never helped me and always try to find reasons to blame the customer. Today I chatted with GLADYS. She kept trying to blame me for why she couldn't help. This is not the first occasion this has happened either. I am done shopping with ASOS. Never again. Senior management needs to look into the practices of the customer service department and how they treat clients. Unacceptable!”

Helpful Report

Posted 2 years ago

“Do yourself a favor, and shop elsewhere. Do not expect to receive any customer service when there is an issue. I've had multiple issues with multiple orders and NO resolution. I've been waiting for weeks for my refund and when I reached out to customer service, both Christopher and Jazmin were NO help. I'll be disputing the charges on my card and will not be shopping here ever again.”

Helpful Report

Posted 2 years ago

“So upset and annoyed with ASOS over last transaction. My order was for €196 and successfully completed through PayPal. For some reason a duplicate transaction went into PayPal and remained in pending status. As PayPal is connected to my debit card this means my actual cash in my bank account had a hold placed on it for the full amount of €196. In effect I was double charged. I contacted asos about this immediately and they apologised and said it would be 48 hours before this was rectified. Not ideal but ok. 58 hours later I contacted them again as the money remained in limbo. This time I was told ten days. I requested for this to be escalated in some way as I could not wait this long for my own money to be released. I was told it would be escalated immediately and to watch out for an email. Guess what..? Nothing happened. Almost 10 days later here I am with no money still so I contact them again (3rd time). This time I’m told actually it’s 10 WORKING days. In the meantime I have almost €200 in limbo that I can not access, bills due this week that I can not pay. If they had actually double charged me I would have had the money back by now. Surely in this day and age waiting ten working days for an error like that to be rectified is insane? Also the way customer care staff all had different information is unprofessional, as is telling me I will receive an email and then not getting one. All in all a truly awful experience with ASOS.”

Helpful Report

Posted 2 years ago

Asos is rated 3.1 based on 2,115 reviews