Asos Reviews

Name: Asos
Rating: 3.06

3.1 Rating 2,116 Reviews

51 %

of reviewers recommend Asos

Company Reviews

Questions

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

“Completely stole my money and NEVER sent my order. Would not provide refund and kept answering my emails much later and with bogus requests for info, which I had provided many times over! Finally I ended up contacting Better Business Bureau, who I am sure is very familiar with this company! Don’t fall prey!”

Helpful Report

Posted 4 years ago

“Will not promise delivery on time nor refund nor change place. Once you give them your money, they won’t care about you . Don’t buy from this company”

Helpful Report

Posted 4 years ago

“Will not help and poor customer service. Don’t order from here.”

Helpful Report

Posted 4 years ago

“Let me talk about a shot company”

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Posted 4 years ago

“I always usually shop at ASOS as I have the next day free delivery scheme. My last few orders have been arriving 4/5 days late, when you speak to ASOS they just tell you to track the order. I know I can track the order, I’m wondering why I’m paying for next day delivery but waiting 5 days? My last order than came 8 days late.. this really annoyed me as it was a Christmas present and I’d specifically paid for next day delivery. On the 6th day they told me they would issue me a refund for the inconvenience. On the 8th day they messaged me saying ‘no more refund as the item has just been delivered’. I then had to really complain about the fact it was 8 days late and the ASOS worker begrudgingly gave a 10% discount (which I get anyway as an emergency service worker). Their delivery system is awful and always late, and their drivers have left my packages in all sorts of places - rarely actually outside of my front door. They’re very lucky nothing has been stolen or I would be taking it further. I wouldn’t recommend ASOS, the customer service is non existent, no point paying for next day delivery as it never comes the next day, the staff are less than helpful and the drivers simply cannot be bothered to walk up one flight of stairs so they leave it wherever they please to be easily stolen.”

Helpful Report

Posted 4 years ago

“Be careful when ordering from them!!!! Their site is glitchy and doesn’t always save when you make updates. I tried multiple times to change my shipping address and it didn’t update properly and was shipped to the wrong address. When I contacted customer service they kept sending me a generic emails telling me the steps I needed to take which I told them were impossible for me to do since I moved across the country. The first rep, Jo ignored my email. So then I contacted them on the chat. She also sent me the same generic response. I explained to the rep that their site was glitchy and wouldn’t save my updated address which was why it was sent to the wrong address in the first place. I sent her a screen shot showing her the proof that it still wouldn’t update. She finally told me not to worry, that I would receive a refund. I was then emailed by Georgia the next day who told me I wouldn’t be receiving a refund and sent me the same generic email as the two before her. I replied again explaining my same predicament and she went on to ghost me. The most unhelpful customer service. It felt like I was communicating with immature teenagers over text. They were hard to get ahold of, distant, didn’t believe me, went back on their word, and all ghosted me in the end. I am extremely disappointed and will not order from them again.”

Helpful Report

Posted 4 years ago

“Order gifts for my family, Spent £500 on the 13th December none of them have arrived. They said they can not do anything until 7 days have passed THIS IS AFTER CHRISTMAS, DO NOT USE THEM order number 569431228”

Helpful Report

Posted 4 years ago

“Horrible customer service. Paid for next day delivery, arrives 2 days after the deadline and customer service say they don’t know where the package is and after that just stopped responding. Finally got my delivery too late and not even an apology. Horrible service”

Helpful Report

Posted 4 years ago

“Delivery took 3 weeks. I was aware it would take some time, but 3 weeks seems ridiculous. Then they sent entirely the wrong order and refused to send the correct items again, only offered a refund if I sent the items back again. That doesn't help much when it's a week before Christmas and all the items were meant for Christmas presents.”

Helpful Report

Posted 4 years ago

“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 4 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 4 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 4 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 4 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 4 years ago

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

Helpful Report

Posted 4 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 4 years ago

“I love ASOS website and their customer service”

Helpful Report

Posted 4 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 4 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 4 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 4 years ago

Asos is rated 3.1 based on 2,116 reviews