Asos Reviews

Name: Asos
Rating: 3.07

3.1 Rating 2,106 Reviews

52 %

of reviewers recommend Asos

Company Reviews

Questions

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

“ASOS are refusing to provide a refund because they cannot locate my return. I am owed I’ve £350 and they will only process a fraction of that.”

Helpful Report

Posted 3 years ago

“SCAM COMPANY THAT LIE TO THEIR CUSTOMERS AND STEAL THEIR MONEY I would give them 0 stars if I could. Made an $170 worth order that was supposed to arrive on December 11. Now it’s Dec 19 and I haven’t gotten it yet. The package was sent without any tracking number and was obviously stolen or lost. Despite their website says “if your package hadn’t delivered on time give us a few extra days” the Support said I have to wait until January 8 (which is the whole month after agreed delivery date and almost 2 months since the date I placed the order) so they could start thinking about giving me the refund. They also proposed me try to contact postal services and ask them to find my package for me. This all is breaching the Consumer Rights Act. First of all, the seller is responsible for the package until it’s delivered and has no rights to tell the customer “try to find it”. Secondly, if the order wasn’t delivered on the agreed date the refund or redelivery should be assigned without asking to wait for another month. My friend said they did the same to her: asked her to wait for a month saying that only after that they’ll be able to refund her money, but when she texted them again on the agreed date they said it’s been a month now and they don’t have to refund her anything. With asos I lost $170, have nothing to wear for Christmas and my friends and family won’t get their present. They are just scammers that will steal your money and send nothing back.”

Helpful Report

Posted 3 years ago

“Beware ASOS DONT FOLLOW COVID 19 GUIDELINES ITEMS ARE NOT QUARANTINED. Bad Experience bought blue hoodie dress arrived with brown white dirty marks & previously worn by another customer with hair all over. Item arrived in a disgusting manner ASOS do not follow Covid 19 guidelines beware when purchasing anything from them double check it. My item was refunded even though I asked for a replacement they promised a replacement but then said I will not be getting that. Be very careful with ASOS you do not want to catch something because it has not been quarantined.”

Helpful Report

Posted 3 years ago

“The worst shopping experience of my entire life. My Black Friday orders were meant to arrive on December 1st- they just didn’t. I’ve now spoken to 6 advisers and am absolutely no further forward 15 days later. These orders were worth over £300 and have miraculously gone missing and not been despatched from the warehouse. The live chat advisers are an absolute joke by the way, don’t even bother. They don’t resolve anything and everyone gives conflicting advice, no ones trained in the same way and no one has a clue about what’s going on. I know they outsource with call centres like Teleperformance etc but the least that they could do is just give all of their staff the same information so that customers are kept in the loop. Nobody’s actually done anything to help me so far, I’ve had multiple replacement requests that have failed for some unbeknownst reason and I’m now in the queue waiting for a call back from a manger that could take up to 3 days. 3 days.... when I’ve already waited over 2 weeks for some help. ASOS customer service is absolutely shocking. I’ve spent thousands of pounds with them in the past, and I vow to never ever spend another penny with them. NEVER EVER ACCEPT A REPLACEMENT. You won’t get it. I have absolutely no faith that anything is going to be done here. ASOS are an absolute joke and I’m about to write the Ombudsman. They clearly can’t deal with their own problems- so I’ll be taking it further.”

Helpful Report

Posted 3 years ago

“I didn’t want to write this review but I think they really deserve this. I have never ever in my life come across a more unhelpful and uncooperative company than ASOS. I was sending back an item to Ernest Jones the item was really expensive and cost me around £400. I was sending it back for a refund. Unfortunately the post office scanned a wrong barcode and instead of scanning the QR code for Ernest Jones they scanned a QR code for ASOS. Hence the post office stuck an address label for ASOS on my parcel which was meant to go back to Ernest Jones. When I came home I realised what the post office had done I immediately contacted ASOS to alert them about the mistake and requested and pleaded them to send the parcel back to me once it was delivered to them by mistake. I contacted Royal Mail and told them about what had happened as well they said they couldn’t help me at all and the parcel would go to the address written and specified on the label. This mistake happened on a Saturday I immediately reached the post office on a Monday and tried to recover my mislabelled parcel however the post office told me the post from Saturday had been collected. I contacted ASOS again after reaching home and told them that I had tried to recover the parcel but I couldn’t and that the parcel would reach them definitely and asked them to return it back to me once it was delivered to them. Each time I contacted them they were not interested in helping me and kept on copying and pasting their terms and conditions to me and kept telling me it wasn’t their responsibility. I told them I know it’s not their responsibility but I was only asking for help and that I was their old and loyal customer. I requested them to please help me out as I was a student and could not afford to lose that parcel. They just wouldn’t help and kept on saying it’s not their responsibility. I followed and tracked my parcel and it was delivered to them on the 4th of November 2020. The tracking number was XF283274805GB. I contacted them again after delivery and asked them to alert their warehouse and requested them to please send the parcel back to me I said I would pay the return postage and gave them my address and my contact details. They just wouldn’t help me at all and kept on saying it’s not their responsibility and didn’t even alert their warehouse as I requested them to. After pleading and pleading they said if it was found they would contact me but they couldn’t guarantee it would be found and it was not their responsibility. I know it’s not your responsibility but for the sake of humanity I’m only asking for your help and i find it totally disgusting that they couldn’t help. I had done my best and there was nothing more that I could do and unfortunately I had to now accept that I had lost £400 of money. On the 26th of November 2020 I received a missed call from the following number 01226 084983 they didn’t leave any voicemail message for me and when I called back the call wouldn’t go through. I searched for that number on the internet and found out that 01226 is a number from Barnsley. I contacted them again and told them I had received a call from this number and told them I suspected it was from their Barnsley warehouse. They still wouldn’t help I went onto live chat and all they wanted to speak to me about was orders it’s like I was taking to a bunch of robots I kept on explaining and explaining and they refused to understand. It is now the 15th of December 2020 this horrible company still has my Ernest Jones item and are unwilling to return it to me and I have lost £400 worth of my hard earned money and I am a student. It’s a complete shame that such a huge company like ASOS couldn’t help a student and a loyal customer out and they couldn’t return my parcel back to me which was sent to them by mistake. A totally ridiculous and money hungry company!!!”

Helpful Report

Posted 3 years ago

“Becareful, if your are Canadien you may have a suprise at the post office...46$ CAD. Free shipping LOL.”

Helpful Report

Posted 3 years ago

“Asos sent the wrong items so now i have to re order. At full price. Useless I ordered several items in the Black Friday sale but when the items came (over a week later) it was completely the wrong parcel. Not one thing i ordered came. I spoke to someone on chat who apologised and advised me that i would be refunded when i return the item (It is due to be delivered 10 days after i posted it back). I spoke to asos about them sending what i actually ordered but they said i would have to wait for a refund then re-order the items at their non sale price!!! It isnt my fault they effed up. I spoke to asos chat 3 times, the first time i was told i would be refunded the difference in the price of items when i re-order and i was given a reference number. The next person i spoke to was vague and only gave generic answers (The same answers over and over). Then the 3rd person, well i was on chat for over a hour with this special breed, i would ask a question, wait 7 minutes and get an answer (vague), i would re ask my question in several ways to be given the same effing answer, this went on for a hour. Absolutely useless, i will NEVER use asos again. For such a big company how can your customer service be so bad, especially when its asos that messed up my order! Avoid at all costs, it isn't worth dealing with them, or should i say attempting to deal with them.”

Helpful Report

Posted 3 years ago

“I love ASOS website and their customer service”

Helpful Report

Posted 3 years ago

“They promised to give me a discount code if you choose "no rush" delivery, I've done it and now I'm waiting 2 weeks for my order instead of 2-3 standard delivery days. I placed a new order and used the code, but the order came with an error (accidentally ordered the same article twice) so I had to correct the order. The only way to do this on their website is to cancel the order. So I canceled the order and wanted to order again with the same discount (which actually wasn't used by me as promised by ASOS) but the discount code didn't work as "it can only be used once" but it wasn't used! I asked their support to provide me with a valid discount code that I have full rights to, but their support has been completely unprofessional and negligent. Ruslan from their support only said that they can't give me a discount code if I had to cancel the order. Very bad and unfair service! I will no longer order from ASOS and I recommend that you never order from this website!”

Helpful Report

Posted 3 years ago

“They take your money for interest even if they dont have the item in stock, refunded me saying i returned the item when i didnt even get the item. Tracking shows no attempt or even the item not getting to delivery company, they take your money to get interest on it.. Might not be a lot with 1 customer but 10's of thousands deffo is a big deal. Took over 10 days to get my money back.. I dont loan money Asos!!!”

Helpful Report

Posted 3 years ago

“AVOID. I made a black friday order of nearly £300, they took my money, computer system "lost' the order and asos customer service said there was nothing they could do apart from refund me 10 days later. Shame on you asos, you should have honoured the order or provided some sort of goodwill/discount. I have not only lost myself a lot of money with loosing out on black friday deals but will have to wait 10 working days to recieve my refund on an order I never recieved. Disgusting, I've spent a lot of money shopping on your online store and this is the customer service I recieve. AVOID AVOID AVOID”

Helpful Report

Posted 3 years ago

“I would give 0 stars but that's not an option. My order payment was taken but no order was processed, when I asked about it I was told my payment was declined. I told them the payment had gone through and so they told me I would be getting a refund in 10 working days, despite still claiming my payment was declined! The customer "service" refused to get a manager, despite me asking over 10 times. I will not be shopping there again.”

Helpful Report

Posted 3 years ago

“I'm still in shock as I write this and extremely upset. I've been an Asos customer for almost 10 years and the way I've been treated is abysmal and not at all what I would expect. I tried to log into my account yesterday and found my account was blocked due to 'suspicious activity'. When I tried to speak to someone on live chat I was told my full name (which is on the account) is NOT the name on the account and they wouldn't help me any further. At that point I was extremely confused and annoyed but it gets worse. This morning I get a clipped email from Asos verification saying my account has been closed and I'll never be able to place an order with them again as my bank advised a payment was fraudulent and Asos were charged for the value of the order??! Which order, what are you talking about? This is simply NOT true as I've just spoken to Starling Bank now on the phone and they confirmed they did not make a claim against Asos. The Asos email tells me not to contact them at all anymore and all future emails will be ignored and to speak to my payment provider - which I've done. I'm so confused, angry and upset as I have NO IDEA what this is about. So disappointed in the way Asos have treated me without attempting to make contact with me first to clarify anything. I've never been flagged for fraudulent activity and my bank are just as baffled. Just unbelievably callous treatment by Asos.”

Helpful Report

Posted 3 years ago

“i ordered a dress i already have paid for delivery for the year which means next day. after 4 days i tracked my parcel to say they have returned it to asos? i have contacted them who say they do not know why. i asked for a refund so i could re order and they have advised they cannot refund until 7 days or more? it was their decision not to deliver it was already late now i cannot get a refund so i cannot re order this is not good customer service after a long time being a customer this has left me with no confidence to use them again”

Helpful Report

Posted 3 years ago

“Accidentally ordered items to a previous address which was saved on my ASOS account. Next day I realised my mistake and asked ASOS to amend the address or just cancel order and let me redo it. They said it was impossible to do this because they package and send items so quickly. The items are not due to be delivered for another 10 days so not that quick. Now I have to try and contact random people at my old address to get my order. Customer service were incredibly unhelpful.”

Helpful Report

Posted 3 years ago

“Refused to return money for refunded items. ASOS is not a reliable online shop be warned.”

Helpful Report

Posted 3 years ago

“I ordered x4 items 7 days ago. I have received an email from ASOS saying Yodel had the item and it was on its way, and a link for Yodel. Two days after the delivery date I contacted Yodel who said speak to ASOS we haven't received the items. An ASOS customer service online chat representative looked into it and said, 'we realised we didn't have the stock when it came to packaging your items, you should of been refunded. I checked my bank. no refund. I explained this to Carlo on the online chat. He said it will be with you by 10 days, is there anything else? At this point I had received no confirmation in writing that the items were not in stock nor that a refund was being issued, in fact my online account still stated the delivery was on its way and I had no written confirmation that a refund was on its way either. When I requested to escalate the matter this was refused. When I asked to speak to a manager this was refused. I was told the online chat was being monitored but I would not be put in touch with someone directly as they do not offer this service. When I asked for a phone number this was declined, a direct phone line does not exist. When I expressed how unhappy I was with the service given that I had sat and waited for the items to arrive two days after they were due and spent time contacting Yodel and ASOS to be informed the package didn't even exist, I was told the refund of 10 days would not change and no other alternative or good will gesture was offered. When I persisted for another solution I was told I was going round in circles and frustrating myself and this wasn't helping. I was told I was being emotional and the situation would not change. I was told I was making it hard for myself and the 10 day refund policy would not change for me. I was told Carlo felt a solution had been met and the situation resolved and he could stay on the chat with me all his shift but this wouldn't change the situation either. This is by far the worst customer experience I have ever witnessed. I felt insulted, refused, unheard and disrespected, I was given no alternative option to seek help or advice elsewhere, nobody interjected or interviewed when I expressed my unhappiness with how Carlo was speaking to me, when apparently Mangers were watching. Money has been deducted from my account for items that do not exist, my online account has not been updated with this information which still says the items are on their way to date. I have no written confirmation of a refund, only Carlo's word that I will have one in 10 days time, meaning funds have been missing from my account for 17 days with no product received. Carlo said I can write a trust pilot review via a link, with no solution or alternative after being on the chat for 1 hour I asked for the link and stated I wanted to end the chat, my final message from Carlo said, and I quote exactly "I would be glad to do that, you can vent your complaints with regards to your delivery..... " I will be posting the above on Trustpilot and anywhere else I can in the hope someone will come back to me and confirm my refund and maybe even address the issues I have listed above as there are no other alternative methods of me contacting ASOS Customer Service, email, telephone, ASOS HQ does not exist and if it does they do not accept incoming calls.”

Helpful Report

Posted 3 years ago

“The context was I bought that items and waited for delivery for weeks. The deliveries were delayed again and again and I had to wait for so long for the items. The customer service provider was really disappointing because not only I did not get my items in the end, my items were returned without my knowledge. there was no further update after 12 November on the delivery status of my items. I had to reach out on my own to your customer service to find out what is the status of my items. I was then told to contact the delivery service man in Singapore on my own without any help from your customer service. Furthermore the information provided on the live chat and Facebook messenger a completely different and not updated real time. I was frustrated because I was told that I will be refunded and I had to wait for another 21 days after having one hour inefficient live chat with customer service?? WORST EXPERIENCE EVER, NEVER COME BACK.”

Helpful Report

Posted 4 years ago

“worst customer service”

Helpful Report

Posted 4 years ago

“My ASOS order was delivered to. Wrong address by dpd now no one knows where my parcel is it’s been a week so my order is basically list cos neither ASOS or dpd knows about my parcel”

Helpful Report

Posted 4 years ago

Asos is rated 3.1 based on 2,106 reviews